Page 204 - DMGT501_OPERATIONS_MANAGEMENT

Operations Management

Notes
of truth. Jet Airways uses this philosophy to attain its standards of customer satisfaction.
The customers are made to use the interactions with the airline staff to evaluate the
performance of the airline. Jet Airways manages these 'moments of truth' to create 'golden
moments' and not 'coffee stains', according to the CEO Steve Forte.
Questions
1. Analyse the case and efforts to manage quality at Jet.
2. Do SWOT analysis for Jet Airways?

6.18 Summary

Quality Control implies working to a set standard of quality which is achievable and
which has a ready market. Thus Quality Control means adherence to a standard or
prevention of a change from the set standard.
Quality control has the objective of coordinating the quality maintenance and improvement
efforts of all groups in the organisation with a view to providing full consumer satisfaction.
Statistical quality control enables these objectives to be attained most economically
reducing scrap and rework, reducing machine downtime and minimising inspection.

Objective decisions in quality management can be built only on facts. The decisions
naturally would be as good or as bad as the data on which they are based. Thus, it is
important to build that base of sound lines.
When data are examined, it will normally be found that a few values will be extremely
high or extremely low and most of the values tend to be concentrated within a region
which is somewhere between the two extremes. This phenomenon is known as central
tendency.

The Process Capability may be defined as the capability of a process. This can be evaluated
from the data which is free from assignable causes and hence the extent of variation
exhibited by it is only under the influence of the chance causes alone.
ISO stands for International Organisation for Standards. ISO: 9000 is a series of international
standards for quality systems. It is a practical standard for quality applicable both to the
manufacturing and service industry.
Statistical Quality Control is the application of statistical techniques to determine how far
the product confers to the standards of quality & precision and to what extent its quality
deviates from the standard quality.
Acceptance Sampling can be described as the post-mortem of the quality of the product
that has already been produced. The term Acceptance Sampling 'relates to the acceptance
of a consignment/batch of items on the basis of its quality.'

TQM is a quality-focused customer-oriented integrative management method that
emphasises continuing and cumulative gains in quality, productivity and cost reduction.
Six sigma is a major part of the TQM programme. It is defined as 3 to 4 defects per million.
It stresses that the goal of zero defects is achievable. The concept and method of six sigma
is applicable to everyone and to all functions, i.e., manufacturing, engineering, marketing,
personnel, etc.
Kaizen is a group activity and it employs small groups for initiating improvements
usually in small increments over a longer period of time.

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