Quality management

1. QUALITY - AN
INTRODUCTION
Lesson 1

2. DEFINITION OF QUALITY
There is no definition for quality, definition can only
be perceived.
But could be these options:
1. Conformance to specifications.
2. Fitness for use.
3. Value for Price paid.

3. QUESTIONNAIRES ON DEFINITIONS
OF QUALITY:
1. Performance:
Will the product/service do the intended job?
2. Reliability:
How often does the product/service fail?
3. Durability:
How long does the product/service last?
4. Serviceability:
How easy to repair the product / to solve the problems in service?

4. RELATED DEFINITIONS
Quality assurance:
The maintenance of a desired level of quality in a service or product,
especially by means of attention to every stage of the process of
delivery or production.
Quality control:
A system of maintaining standards in manufactured products by
testing a sample of the output against the specification.
Quality management:
The act of overseeing all activities and tasks needed to maintain a
desired level of excellence.

5. QUALITY NEED
First used for industry.
For improvements, solving customers problems, needs, satisfaction.
With proper decision-making and problem-solving.
To keep the industry success and alive for several years.
Now it is used in education as well.

6. QUALITY EVOLUTIONS

7. QUALITY GURUS
Walter A. Shewhart - Contributed to understanding of process variability.
- Developed concept of statistical control charts.
W.Edwards Deming - Stressed management’s responsibility for quality.
- Developed “14 Points” to guide companies in quality
improvement.
Joseph M. Juran - Defined quality as “fitness for use.”
- Developed concept of cost of quality.
Armand V.Feigenbaum - Introduced concept of total quality control.
Philip B. Crosby - Coined phrase “quality is free.”
- Introduced concept of zero defects.
Kaoru Ishikawa - Developed cause -and-effect diagrams.
- Identified concept of “internal customer.”
Genichi Taguchi - Focused on product design quality.
- Developed Taguchi loss function.

8. DIMENSIONS OF MANUFACTURING
AND SERVICES QUALITY
Dimensions of Quality for Manufacturing versus Service Organizations:
Manufacturing Organizations Service Organizations
Conformance to specifications Tangible factors
Performance Consistency
Reliability Responsiveness to customer needs
Features Courtesy/friendliness
Durability Timeliness/promptness

9. QUALITY PLANING
1. Set up a long-term goal or mission.
2. Define a vision statement, i.e. value system of the organization guiding
everyone in the organization.
3. Break up the mission statement into annual short-term goals or objectives
which should be ‘SMART’, i.e. Specific, Measurable, Attainable, Realistic and
Time bound.
4. Identify customers who will help the organization to achieve the goals.
5. Discover their needs.
6. Develop product features responding to customer needs.
7. Establish product goals.
8. Develop systems and processes to produce these product features.
9. Prove process capability and hand over to production, i.e. develop the plan at
operating level.

10. QUALITY COSTS AND ANALYSIS
TECHNIQUES OF QUALITY COSTS
Costs of Quality
Prevention Costs. Costs of preparing and implementing a
quality plan.
Appraisal costs. Costs of testing, evaluating, and
inspecting quality.
Internal failure costs. Costs of scrap, rework, and material
losses.
External failure costs. Costs of failure at customer site,
including returns, repairs, and recalls.

11. TECHNIQUES OF QUALITY COSTS
DETERMINATION
analyses of the
tendency and the
Pareto analyses
Pareto diagram
Left side
few vital
Right side
many useful
for quality costs
guaranteed by the
operator
determine the
opportunity to
improve the quality.