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introduction to quality mgt

introduction to quality mgt

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  • 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. 2
  • 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. 3
  • 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. 4
  • 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. 5
  • 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. 6
  • 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. 7
  • 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 requirementsQuality, 5th ed. © 2010 Pearson Higher Education,Donna C. S. Summers Upper Saddle River, NJ 07458. • All Rights Reserved. 8
  • 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. 9
  • 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. 10
  • 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. 11
  • 12. Quality Basics  Quality Standards  ISO 9000, TS 16949, etc.  Chapter 14  Quality Methodologies  Six Sigma  Chapter 14Quality, 5th ed. © 2010 Pearson Higher Education,Donna C. S. Summers Upper Saddle River, NJ 07458. • All Rights Reserved. 12