Operations Management: Creating Value Along the Supply Chain, 7th Edition

Chapter 2. Quality Management

In this chapter, you will learn about . . .

• What Is Quality?

• Quality Management System

• Quality Tools

• TQM and QMS

• The Focus of Quality Management—Customers

• The Role of Employees in Quality Improvement

• Quality in Services

• Six Sigma

• The Cost of Quality

• The Effect of Quality Management on Productivity

• Quality Awards

• ISO 9000

Web resources for this chapter include

• OM Tools Software

• Internet Exercises

• Online Practice Quizzes

• Lecture Slides in PowerPoint

• Virtual Tours

• Company and Resource Weblinks

  www.wiley.com/college/russell

Quality Management AT MARS

Mars produces its chocolate candy products according to five principles that define a philosophy of its values that lead and guide the company. First among these principles is quality. At Mars "the consumer is the boss; quality is the work; and value is the goal." Their commitment to quality guides their approach to delivering products that "delight their customers" while meeting uncompromising safety standards.

The Mars Quality Management Process (QMP) is applied to all aspects of its supply chain, from acquiring high-quality ingredients, to their manufacturing processes, to product distribution, and to measuring customer satisfaction. Mars QMP is maintained at the leading edge of quality management practices by benchmarking against the highest quality and food safety standards and best practices throughout the food industry. Continuous ...