Operations and Supply Chain Management The Core

CHAPTER 10
QUALITY
MANAGEMENT
AND SIX SIGMA
Learning Objectives
LO10–1 Explain the scope of total quality management in a firm.
LO10–2 Illustrate globally recognized quality benchmarks.
LO10–3 Understand the Six Sigma approach to improving quality and productivity.
LO10–4 Illustrate process variation and explain how to measure it.
LO10–5 Analyze process quality using statistics.
LO10–6 Analyze the quality of batches of items using statistics.
DISNEY—AN OBSESSION WITH
QUALITY AND INNOVATION
Why do people continue to love Disney products? Disney’s focus on quality and
innovation is unending. The goal of offering consistently high-quality experience
for its customers has enabled the success of the company to prosper since it was