introduction to quality mgt

1. Quality Basics
Chapter 1

2. Quality Basics
 Personal Definitions of Quality
 I know it when I see it
 How do you define quality?
Quality, 5th ed. © 2010 Pearson Higher Education,
Donna C. S. Summers Upper Saddle River, NJ 07458. • All Rights Reserved.
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3. Quality Basics
 Quality Definitions:
 American Society for Quality (ASQ)
 Quality: a subjective term for which each person has his
or her own definition. In technical usage, quality can
have two meanings: (1) the characteristics of a product
or service that bear on its ability to satisfy stated or
implied needs and (2) a product or service free of
deficiencies.
Quality, 5th ed. © 2010 Pearson Higher Education,
Donna C. S. Summers Upper Saddle River, NJ 07458. • All Rights Reserved.
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4. Quality Basics
 Quality Definitions
 Dr. W. Edwards Deming
 Quality: non faulty systems.
 Dr. Joseph Juran
 Quality: Fitness for use.
 Philip Crosby
 Quality: conformance to requirements.
Quality, 5th ed. © 2010 Pearson Higher Education,
Donna C. S. Summers Upper Saddle River, NJ 07458. • All Rights Reserved.
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5. Quality Basics
Quality is a customer determination which is
based on the customer’s actual experience
with the product or service, measured
against his or her requirements—stated or
unstated, conscious or merely sensed,
technically operational or entirely
subjective—always representing a moving
target in a competitive market.
 Dr. Armand Feigenbaum (1920 - )
Quality, 5th ed. © 2010 Pearson Higher Education,
Donna C. S. Summers Upper Saddle River, NJ 07458. • All Rights Reserved.
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6. Quality Basics
 Processes and Process Improvement
 A process takes inputs and performs value-added
activities on those inputs to create an output.
Quality, 5th ed. © 2010 Pearson Higher Education,
Donna C. S. Summers Upper Saddle River, NJ 07458. • All Rights Reserved.
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7. Quality Basics
 Variation:
 Variation is present in any natural process, no two products
or occurrences are exactly alike.
 Specifications:
 Specifications state product or service characteristics in
terms of a desired target value or dimension.
 Tolerance Limits:
 Tolerance limits show the permissible changes in the
dimension of a quality characteristic.
Quality, 5th ed. © 2010 Pearson Higher Education,
Donna C. S. Summers Upper Saddle River, NJ 07458. • All Rights Reserved.
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8. Quality Basics
 History of Quality
 Pre-history
 Tarxien and Hagar Qim Temples
 China
 Decree on standards for materials
 Romans
 Road building specifications
 Greeks
 Temple design requirements
 Middle Ages
 Cathedral design requirements
Quality, 5th ed. © 2010 Pearson Higher Education,
Donna C. S. Summers Upper Saddle River, NJ 07458. • All Rights Reserved.
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9. Quality Basics
 The Evolution of Modern Quality
 Inspection refers to those activities designed to
detect or find non-conformances existing in already
completed products or services.
 Quality Control refers to the use of specifications
and inspection of completed parts, subassemblies,
and products to design, produce, review, sustain,
and improve the quality of a product or service.
Quality, 5th ed. © 2010 Pearson Higher Education,
Donna C. S. Summers Upper Saddle River, NJ 07458. • All Rights Reserved.
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10. Quality Basics
 The Evolution of Modern Quality
 Statistical Quality Control involves collecting
statistical data, analyzing it, and interpreting it to
solve problems.
 Statistical Process Control prevents defects by
applying statistical methods to control the processes
making products or providing services.
Quality, 5th ed. © 2010 Pearson Higher Education,
Donna C. S. Summers Upper Saddle River, NJ 07458. • All Rights Reserved.
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11. Quality Basics
 The Evolution of Modern Quality
 Total Quality Management is a management
approach that places emphasis on continuous
process and system improvement as a means of
achieving customer satisfaction to ensure long-term
company success.
 Continuous Improvement focuses on improving
processes in order to enable companies to give
customers what they want the first time, every time.
Quality, 5th ed. © 2010 Pearson Higher Education,
Donna C. S. Summers Upper Saddle River, NJ 07458. • All Rights Reserved.
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12. Quality Basics
 Quality Standards
 ISO 9000, TS 16949, etc.
 Chapter 14
 Quality Methodologies
 Six Sigma
 Chapter 14
Quality, 5th ed. © 2010 Pearson Higher Education,
Donna C. S. Summers Upper Saddle River, NJ 07458. • All Rights Reserved.
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