1. CHAPTER TWO
Quality and Quality
Systems
Prof. Charlton S. Inao
Defence University
College of Engineering,
Bishoftu ,Ethiopia
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2. Topics
Quality Concepts and Related
Aspects
Quality Control and Quality
Assurance
Quality Management System
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3. Quality Concepts and Related
Aspects
What is quality?
Quality is conformance to requirements or
specifications.
Quality is fitness for use.
ISO 9000-2000( American Society of Quality)
Quality is a degree to which a set of inherent
characteristics fulfills requirements, with the
following notes:
1)The term quality can be used with adjectives such
poor, good and excellent.
2)Inherent means existing in something especially
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4. Product and Service Quality
(Feigenbaum)
The total composite product and
service marketing ,
engineering, manufacture and
maintenance through which the
product and service in use will
meet the expectations of the
customers
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5. Five Approaches to
Quality(Garvin)
1) Transcendent (inspiring, magnificent,
uplifting)
2) Product based
3) User based
4) Manufacturing based
5)Value based
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6. Eight Dimensions of
Quality(Garvin)
1) Performance
2) Features
3) Reliability
4) Conformance
5) Durability
6) Serviceability
7) Aesthetics
8) Perceived quality
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7. Quality Characteristics,
Specifications and Requirements
 Specification - a concise statement of a set of
requirements to be satisfied.
 Quality Characteristics- individual requirements
such as dimensions, appearance, strength ,
volume, errors in billing or posting of payments,
and product or service life.
 What is Technical Specifications?
Document that prescribes technical requirements to
be fulfilled by a product, process or service. It
may be a standard, a part of standard or
independent of a standard.
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8. Standards and Measurements
 What is a standard?
Document established by consensus and approved
by a recognized body, that provides , for common
and repeated use, rules , guidelines or
characteristics for activities of their results, aimed
at the achievement of the optimum degree of
order in a given context. (ISO 1991)
What is a Specification?
DOD-STD-480A
Specification. A document intended primarily for use
in procurement, which clearly and accurately
describes the essential technical requirements for
items, materials, or services including the
procedures by which it will be determined that the
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9. Example of Standards
 The ASTM Standard Specification for Knitted
Fabrics, D3887-80 specify requirements on
properties on knitted fabrics:
 Yield
 Weight
 Width
 Length
 Fabric count
 Bursting strength
 Extractable matter
Secondary Requirements
Moisture regain and thickness
The standard provides the necessary test
methods for the specified characteristics.
 Fiber composition 9 10/6/2014

10. Example 2 Beverage Company
 Requirements and test instructions for the
following characteristics:
 Syrup water ratio
 Syrup Brix
 Syrup age
 Water(potable, free from off taste, odor,
suspended matter, max alkalinity, maximum
chlorine, iron and aluminum residual)
 Max microbiological count limits on water,
Syrup, final product and washed bottle
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11.  Product taste
 Product appearance
 Suspended matter or any other foreign material
 Bottle cleaning
 Crown crimp
 NEW BOTLE INPUTS
 Finish
 Rocker
 Leaner
 Dimensions
 Capacity
 Pressure strength and thermal shock strength
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12. Verman’s Standardization Space
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13. Severity Classification of Quality
Characteristics
 Nonconformity- A departure from s specified
requirement
 Defect-A sufficient departure from usage
requirements.
- nonfulfillment of a requirement related to
an
intended or specified use.
ISO 2859-1 Levels of Severity
Class A Very Serious =>severe injury or
catatrophic economic loss
Class B Serious => significant injury or significant
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14. Quality : A Maturing Concept
References to quality have become a
commonplace in the public media.
Consumer expectations for quality have
risen
significantly with respect to
performance, reliability, durability, price
and delivery.
 An increasing quality awareness by
society has resulted in mass recalls of
automobiles and other manufactured
products. Such recalls were unheard of
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15.  Class C Major => related to major problems
with respect o intended normal reasonable use
 Class C Minor => related to minor problems
with respect to intended normal or reasonable
foreseeable use
AT & T uses common demerits weights like 100, 50, 10, 1. Demerits
classifications allows for the computation of a demerit index and the
possibility of charting.
A further example is the 3,5,15 point system used by Peugeuot in
auditing completed automobiles
3 Points Non comformity that will be accepted by average
consumer
5 Points Important nonconformity that most customers will not
accept
15 points Glaring and intolerable blunder that will be noticed by
all customers
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16. Measurement of Quality
Characteristics
 Test methods and equipment for tests are
important parts of an overall quality systems.
 INSTRUMENTS
 Mechanical devices
 Electronic instruments
 Analytical chemistry
 Visual inspections
 Sensory evaluations
NDT- Non destructive
Testing
Radiographic Testing
Ultrasonic Testing
(for metals)
ATE- Automatic Test
Equipment if 100%
inspection is necessary;
to avoid further
processing of
nonconforming parts
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17. Metrology
 Metrology =The logic or study or science of
measurement
 NCSL= National Conference on Standard
Laboratories
 ISO 10012-2002; Quality Assurance
Requirements for Measuring Equipment
 International Bureau of Weights and
Measures( BIPM)
 International Organization of Legal
metrology(OIML)
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18. Laboratory Accreditation
 NATA- National Association of Testing
Authorities by Australia n Laboratory
Accreditation System
 National Voluntary Accreditation Program
(NVLAP)
 International Laboratory Accreditation
Conference(ILAC)
 A new standard on laboratories is ISO 17025
based on the previous ISO/EC Guide 25,
General Requirements for the Technical
Competence of Testing Laboratories
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19. Quality Control
And Quality
Assurance
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20. Quality Control
 Quality control. The operational techniques and
the activities which sustain a quality of a product
or service that will satisfy given needs.
 Also the use of such techniques and activities
(ANSI/ASQC Standard A3 )(1987)
 Quality Control. Part of quality management
focused on fulfilling quality requirements
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21. Statistical Quality Control
(Deming 1971)
The Statistical Control of Quality is
the application of statistical
principles and techniques in all
stages of design, production,
maintenance and service, directed
toward the economic objective of
quality control.
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22. Quality Assurance
 QA is a system of activities whose purpose is to
provide an assurance that the overall quality
control is in fact being done effectively.
 All those planned or systematic actions
necessary to provide confidence that a product or
service will satisfy given needs,
 Part of quality management, focused on providing
confidence that quality requirements will be
fulfilled.
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23. Quality
Management
System
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24. ISO 9000-2000 defined QMS
 Quality Management System: management
system to direct and control an organization with
regard to quality
 Quality System.: The collective plans, activities
and events that are provided to ensure that a
product, process or service will satisfy given
needs.
 Quality Management. Coordinated activities to
direct and control an organization with regard to
quality . It includes establishment of quality policy
and quality objectives and quality control and
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25. Total Quality Management(TQM)
 TQM is a process that integrates fundamental
management art and techniques with the
principles and methodologies of total strategic
quality to develop and implement successful
business strategies throughout the organization.
 TQM Empahsizes:
 Focus on customer needs
 Empowerment and recognition of individuals
 Sound planning for quality with fact based decision
making
 Integration and cooperation with suppliers
 Sensitivity to competition via benchmarking
 Productivity, cost reduction and profitability
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