Join Eddie Davila for an in-depth discussion in this video The dimensions of quality, part of Operations Management Foundations.
- Products and services are obviously different.…Products are tangible.…They can be inventoried for later sale.…And in many cases, some levels…of quality can be accurately measured.…Services, on the other hand, well, they're different.…Let's take a massage as our example.…It must be delivered on the spot,…there is no inventory of massages.…If the spa is busy, you'll have to wait.…And measuring the quality of the massage is difficult.…It depends on your physical needs,…your customer service expectations,…and perhaps the environment.…
As companies strive to create quality products and services,…managers need to be aware of the…different ways customers evaluate quality.…In operations, we often use the dimensions…of quality to help in the development of new products…and services, and also in the manufacturing…of those products and service experiences.…Let's begin with the dimensions of quality for products.…Performance, reliability, durability,…features, aesthetics, brand and reputation,…feeling and emotion, service response.…
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- Understanding operations management
- Making key inventory decisions
- Balancing holding costs and ordering costs
- Choosing a production strategy and facility layout
- Managing waiting-line systems
- Defining quality and improving quality
- Managing business processes
Skill Level Intermediate
1. Introduction to Operations
2. Managing Inventory
3. Managing Production of Products and Services
4. Managing Waiting Lines
5. Managing Quality
6. Operations at the Office
Wrap up2m 52s
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