Operations Management: Processes and Supply Chains, 12th Edition

3 Quality and Performance

Learning Goals

After reading this chapter, you should be able to:

1. Define the four major costs of quality, and their relationship to the role of ethics in determining the overall costs of delivering products and services.

2. Explain the basic principles of Total Quality Management (TQM) and Six Sigma.

3. Understand how acceptance sampling and process performance approaches interface in a supply chain.

4. Describe how to construct process control charts and use them to determine whether a process is out of statistical control.

5. Explain how to determine whether a process is capable of producing a service or product to specifications.

6. Describe International Quality Documentation Standards and the Baldridge Performance Excellence ...