06
MGMT 6332 / Quality Management
Quality Management
Measure and improve the reliability of the operating system.
The Management Question
What decision does this operating system need managers to make?
What is it?
Measure and improve the reliability of the operating system.
How does it work?
Learn the concept -> work through the operating logic -> apply it to the project.
Why does it matter?
The topic gives students a practical lens for improving real operating systems.
Next step
Open the lecture
Move into the interactive lecture experience for this topic.
Agenda - Week 06
What went wrong for the customer?
6:00–6:08 · Start from a failed promise, not from a chart
Two views of quality
6:08–6:18 · Customer experience versus process conformance
Costs of quality
6:18–6:28 · Prevention, appraisal, internal failure, and external failure
Variation and process thinking
6:28–6:40 · Common cause, special cause, and why reaction can make things worse
Control and capability
6:40–6:52 · Is the process stable? Is it capable of the promise?
Tools that change decisions
6:52–7:06 · Pareto, cause-and-effect, and when each tool earns its keep
Project quality measure
7:06–7:14 · Choose one measure and one improvement opportunity
Takeaways
7:14–7:20 · Quality is how the system knows whether it delivered the promise
Learning Objectives
After this week, you will be able to:
Explain quality from the customer promise and from the operating system that must keep it.
Distinguish product and service quality and say why the measurement problem changes.
Classify prevention, appraisal, internal-failure, and external-failure costs.
Recognize common-cause and special-cause variation before reaching for a tool.
Use control-chart and capability intuition to judge a process, not to run software.
Connect one quality tool to an improvement decision inside the project organization.
