Total Quality Management 1. Sink and Tuttle (1989): TQM is best described from a system viewpoint. 2.

2 Deming (1986): Quality should focus on building while not overlooking inspection and verification.
Traditional System Viewpoint

Inputs

Processes

Outputs

Contemporary Viewpoint on a System

Traditional System Viewpoint

Inputs

Processes

Outputs

Upstream Suppliers Contractors Vendors

Inputs

Processes
Broaden the Scope to Enlarge External Entities

Outputs

Downstream Customers Users Buyers Regulators Stakeholders

2

Upstream

Inputs

Processes

Outputs

Downstream

Q1

Q2

Q3

Q4

Q5

Issues: 1. Building quality for improvement at Q1, Q3, and Q5: customer relation, supply chain relation chain, occupational safety and health, etc. 2. 2 Inspecting quality for compliance at Q2 and Q4: regulatory and customer requirements
3

Common ways to build quality: 1. Design and development 2. Customer and stakeholder understanding 3. Trends anticipation p

Boeing 777 Overhead Rest Areas Delight Flight Crews: The 777 200ER (Extended 777-200ER Range) and 777-200LR (Longer Range) are provisioned for a six-bunk attendant rest station

Boeing Introduces Innovative Lighting on the 787 Dreamliner: Illuminated by arrays of light emitting diodes, both the brightness and the color of the sky-like cabin ceiling can be controlled in flight by the crew. Flight attendants can give passengers a sense of daylight when desired, and when they want to help passengers rest, simulate a beautiful nighttime sky

New Cabin Configuration Employed on Boeing 787 Dreamliner: A thoughtful cabin configuration and well-defined architectural boundaries, such as galleys, lavatories, and other design features, provide p g ,p passengers g with comfortable, defined areas in more room-like proportions. These strategic cabin breaks will make passengers feel more comfortable on long-duration flights.

Trends: 1. Economic 2. Social 3. Technological 4. Political 5. Demographical

1. 2. 3. 4. 5. 6. 7.

Context analysis is a method to analyze the environment in which a business operates operates. Environmental scanning mainly focuses on the macro environment of a business. But context analysis considers the entire environment of a business, its internal and external environment. This is an important aspec of business planning ( aspect o bus ess p a g (www. en.wikipedia.org/wiki/Context_analysis).

Trends that likely influence system design Declining and/or population aging population Social mobility and life styles y y Environment Globalization in terms of suppliers and customers Competitions on cost effectiveness Consumer protection and regulations Wealth and economic growth
7

12

13

14

The777Family:FlexibilityinCapacityandRange
450 400 350

777300 777 300

747200

777300ER

777200
Th hree-class seats 300 250

777200ER

777200LR

777200LR
200 150
NorthPacific+EuropeAsia NorthAtlantic U.S.Asia

100 4 5
(8)

6
(10)

9
(16)

10
(18)

11

(14) (12) Range,1,000nmi(1,000km)

15

16

17

18

Discussion: Southwest, the 6th largest U.S. airline by revenue, maintains the second-largest passenger fleet of aircraft among all of the world's commercial airlines. g p g g Southwest operates approximately 3,700 flights daily. Southwest has built a successful business on an unusual model: flying multiple short, quick trips into the secondary (more efficient and less costly) airports of major cities, using only one aircraft type, the Boeing 737. The Southwest Airlines fleet consists of 580 aircrafts. The airline operates more Boeing 737s in its fleet than any other airline in the world; Southwest is often cited as an example of an airline streamlining operations by having only one type of aircraft. aircraft

19

One of the reasons the Boeing 737 is so popular with lowfare airlines is its ease of maintenance. As shown here, the airplane sits low to the ground, allowing maintenance crews to easily perform routine maintenance on the engines. g

20

Key point: Building quality has become a strategy for many firms as well as industries If quality is not built a trend in industries. built, more active and engagement from consumer and consumerp protection g p has to be recognized. This trend has groups g impacted brand, image, and trust. Relying too heavily on inspection is no longer effective in today competition.

21

22

23

24

25

26

27

28

29

30

31

32

33

34

35

36

5 keys to Building Quality: y g y (www.businessknowhow.com/manage/buildqual.htm) 1. Continuous Improvement philosophy 2. Consistency i everything you d 2 C i t in thi do 3. Teamwork as part of the culture 4. 4 Routine Measure and Analysis 5. Training for all

37

38