Quality refers to the ability of a product or service to meet or exceed customer expectations. There have been several evolutions in the understanding and management of quality over time. Key contributors include Deming, Juran, Feigenbaum, Crosby and Ishikawa. Quality is determined by factors such as design, conformance and customer perceptions. Methods for achieving high quality include statistical process control, total quality management, and process improvement frameworks. Organizations are recognized for quality through awards and certifications.
The document is a chapter from a marketing textbook that discusses setting product and brand strategy. It covers defining products, building product lines and mixes, making better brand decisions, and using packaging and labeling as marketing tools. The chapter objectives are to understand product characteristics, product line management, brand management, and how packaging and labeling can be marketing tools.
K.Gopala Kannan has over 12 years of experience in vehicle assembly, repair, testing and diagnostics across several major automakers. He has led teams and taken on roles with increasing responsibility, most recently as a Senior Engineer at Daimler India overseeing assembly operations. He has expertise in areas such as production planning and quality control, new model launches, process improvement, and budgeting. K.Gopala Kannan holds an MBA and B.Tech and seeks to continue utilizing his extensive automotive experience.
The document discusses various topics related to managing personal finances and debt as a student. It provides tips for creating a budget, understanding credit reports and credit scores, managing credit card debt, and seeking help for debt problems. Key recommendations include paying more than the minimum on credit cards, focusing on highest interest debt first, and developing a budget to avoid living beyond one's means. Resources for debt help and credit counseling are also listed.
The document provides a list of new additions to the Mahatma Gandhi University library between 16-31 October 2010. It lists over 100 new books covering various subjects including research methods, computer science, library science, philosophy, psychology, religion, social sciences, science, medicine and biography. The books are from international publishers and cover topics such as data mining, web design, digital preservation, public libraries, mathematics, physics, chemistry and more.
Vaanijya - Mobile Solutions for Microfinance InstitutionsSoumyadeep Majumdar
Vaanijya is a mobile application that aims to provide sustainable micro-credit solutions for Micro-Finance Institutes (MFIs) through promoting financial interdependence among rural communities. It integrates government and credit bureau data to expand MFI outreach and forms self-help groups to ensure loan repayment. The app calculates customized credit scores to filter borrowers and allocates MFI funds to profession-based groups, prioritizing repayment. Vaanijya aims to minimize MFI risk, expand access to financial services, and promote a long-term sustainable system of microcredit lending.
La Unión Europea ha acordado un paquete de sanciones contra Rusia por su invasión de Ucrania. Las sanciones incluyen restricciones a las transacciones con bancos rusos clave y la prohibición de la venta de aviones y equipos a Rusia. Los líderes de la UE esperan que las sanciones aumenten la presión económica sobre Rusia y la disuadan de continuar su agresión contra Ucrania.
The document is a chapter from a marketing textbook that discusses setting product and brand strategy. It covers defining products, building product lines and mixes, making better brand decisions, and using packaging and labeling as marketing tools. The chapter objectives are to understand product characteristics, product line management, brand management, and how packaging and labeling can be marketing tools.
K.Gopala Kannan has over 12 years of experience in vehicle assembly, repair, testing and diagnostics across several major automakers. He has led teams and taken on roles with increasing responsibility, most recently as a Senior Engineer at Daimler India overseeing assembly operations. He has expertise in areas such as production planning and quality control, new model launches, process improvement, and budgeting. K.Gopala Kannan holds an MBA and B.Tech and seeks to continue utilizing his extensive automotive experience.
The document discusses various topics related to managing personal finances and debt as a student. It provides tips for creating a budget, understanding credit reports and credit scores, managing credit card debt, and seeking help for debt problems. Key recommendations include paying more than the minimum on credit cards, focusing on highest interest debt first, and developing a budget to avoid living beyond one's means. Resources for debt help and credit counseling are also listed.
The document provides a list of new additions to the Mahatma Gandhi University library between 16-31 October 2010. It lists over 100 new books covering various subjects including research methods, computer science, library science, philosophy, psychology, religion, social sciences, science, medicine and biography. The books are from international publishers and cover topics such as data mining, web design, digital preservation, public libraries, mathematics, physics, chemistry and more.
Vaanijya - Mobile Solutions for Microfinance InstitutionsSoumyadeep Majumdar
Vaanijya is a mobile application that aims to provide sustainable micro-credit solutions for Micro-Finance Institutes (MFIs) through promoting financial interdependence among rural communities. It integrates government and credit bureau data to expand MFI outreach and forms self-help groups to ensure loan repayment. The app calculates customized credit scores to filter borrowers and allocates MFI funds to profession-based groups, prioritizing repayment. Vaanijya aims to minimize MFI risk, expand access to financial services, and promote a long-term sustainable system of microcredit lending.
La Unión Europea ha acordado un paquete de sanciones contra Rusia por su invasión de Ucrania. Las sanciones incluyen restricciones a las transacciones con bancos rusos clave y la prohibición de la venta de aviones y equipos a Rusia. Los líderes de la UE esperan que las sanciones aumenten la presión económica sobre Rusia y la disuadan de continuar su agresión contra Ucrania.
This document discusses the issue of bullying in churches and provides tips for recognizing and managing church bullies. It notes that church bullies often target pastors and staff, blaming them for any declines in the church's attendance or finances. Common signs of church bullies include a hunger for power and control, maintaining their own preferences regardless of others, and focusing only on themselves. The document advises church leaders to deal with bullies in a prayerful, intentional manner according to biblical principles. It also suggests enlisting neutral outsiders and empowering lay leadership to determine next steps to manage bullies in a redemptive way.
This document summarizes the preface and first chapter of Robert Louis Stevenson's novel "Kidnapped". It introduces the main character, David Balfour, who is leaving his home in Essendean, Scotland to travel to his uncle's home, the House of Shaws, as was instructed in a letter left to him by his recently deceased father. The minister who helps send him on his way believes this could be an opportunity for David to improve his station in life. The summary establishes the setup of the story and David's uncertain but hopeful journey ahead.
This document provides an overview of Unisystem, an innovative group of companies in Ukraine. The mission is to make advanced technologies affordable for the public. The vision is to become a leading innovative and growing company in Ukraine by 2016. The strategy focuses on fast-growing markets, intensive growth, partnerships, and personnel investment. Unisystem has over 270 employees across four facilities. It provides fiscal equipment, system integration, security systems, payment systems, and contract development and manufacturing.
The document provides guidance for establishing an effective citizen science phenology network, including training volunteers thoroughly, establishing clear and simple protocols, being flexible to encourage varied levels of participation, communicating results regularly through blogs, field trips, and webcasts to build connections, creating networks for communication and mentorship, seeking feedback to improve the network, and including incentives like contests and recognition to motivate volunteers.
The document discusses international youth day 2010 and provides statistics about youth populations globally. It defines youth as those between the ages of 15 to 24, noting that approximately 1 billion youth live in the world today which is around 18% of the global population. The United Nations proclaimed 2010 as the International Year of Youth with the theme of "Dialogue and Mutual Understanding." The document also outlines several priority issues concerning youth as identified by the World Programme of Action for Youth including education, employment, health, poverty, and participation in decision making. It provides examples of challenges and proposals for action on some of these key issues.
Huntington's disease is an autosomal dominant genetic disorder caused by a CAG repeat expansion on chromosome 4. It is characterized by movement abnormalities like chorea, as well as cognitive and psychiatric symptoms. Symptoms typically appear in middle age and progressively worsen over 15-20 years. There is no cure, but treatments can help manage symptoms and improve quality of life. About 30,000 people in North America have Huntington's disease, which affects all ethnic groups equally.
1) Hazen has been walking alone in the forest for weeks trying to find a way out.
2) He comes across an abandoned house surrounded by wildflowers.
3) Hoping to find food, Hazen eats a strawberry from a nearby plant. The fresh fruit tastes delicious compared to his dried rations.
The document provides information on itSMF USA's vision, mission, goals for chapters and members, and announcements for August. The vision is to be the premier organization advancing the service management profession. The mission is building a community for networking, knowledge sharing, and education. Goals include fostering engagement, improving skills, increasing membership, and participating internationally. Announcements provide updates on the upcoming Fusion conference, a membership survey, leadership training initiatives, and website improvements.
Rails 3 introduces several major improvements including a new Active Record query engine, router, and asset pipeline. It also improves dependency management with Bundler and extracts Active Record components to be used in non-Active Record models. The internals were rewritten to be more flexible and extensible. Documentation was expanded to help developers learn and use the new features.
O documento discute como consumir e minerar dados abertos usando software livre. Ele aborda: 1) o que são dados abertos e seus tipos; 2) a plataforma Pentaho para mineração de dados; e 3) uma demonstração prática usando a ferramenta WEKA para classificação de dados.
This document provides a summary of the short story "The Strange Case of Dr. Jekyll and Mr. Hyde" by Robert Louis Stevenson. It describes an encounter between Mr. Utterson, a lawyer, and his friend Mr. Enfield on a Sunday walk. Mr. Enfield tells Mr. Utterson a strange story about witnessing a man trample over a young girl with no remorse, and then using a cheque from a well-known person to pay off the girl's family to keep the incident quiet. This piques Mr. Utterson's interest in the unsettling affair.
The Ideal Shopping Cart + Streamlining The Checkout ProcessGoECart
The document discusses strategies for streamlining the online checkout process based on a panel discussion. It notes that cart abandonment rates are up as consumers expect lower prices and a simpler checkout. The panelists recommend testing checkout improvements like persistent carts, payment options, and personalized offers to reduce abandonment and increase sales.
- The narrator is sitting alone in his chamber late at night, pondering books of lore to distract himself from grief over the loss of his lover Lenore.
- He hears a tapping at his chamber door and upon opening it finds nothing, but then hears the word "Lenore" whispered.
- Later, a raven flies into his chamber and perches above the door, uttering only the word "Nevermore" in response to the narrator's questions.
- The narrator, increasingly unsettled, demands that the raven tell him if he will ever be reunited with Lenore in the afterlife, to which it again responds "Nevermore," driving
The document provides an overview of quality concepts including definitions of quality, quality control, dimensions of quality, and the evolution of quality approaches. It discusses concepts like total quality management, Deming's 14 points, Kaizen technique, quality by design, and product development cycles. The key aspects covered are definitions of quality, importance of meeting customer expectations, involvement of all aspects of a firm in quality, and designing quality into products through evaluating prototypes and design changes.
David Garvin defined eight dimensions that can be used at a strategic level to analyze quality characteristics: performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality. Zeithaml, Parasuraman and Berry identified five dimensions customers use to evaluate service quality - reliability, assurance, tangibles, empathy, and responsiveness - and named their survey instrument SERVQUAL.
This document discusses the issue of bullying in churches and provides tips for recognizing and managing church bullies. It notes that church bullies often target pastors and staff, blaming them for any declines in the church's attendance or finances. Common signs of church bullies include a hunger for power and control, maintaining their own preferences regardless of others, and focusing only on themselves. The document advises church leaders to deal with bullies in a prayerful, intentional manner according to biblical principles. It also suggests enlisting neutral outsiders and empowering lay leadership to determine next steps to manage bullies in a redemptive way.
This document summarizes the preface and first chapter of Robert Louis Stevenson's novel "Kidnapped". It introduces the main character, David Balfour, who is leaving his home in Essendean, Scotland to travel to his uncle's home, the House of Shaws, as was instructed in a letter left to him by his recently deceased father. The minister who helps send him on his way believes this could be an opportunity for David to improve his station in life. The summary establishes the setup of the story and David's uncertain but hopeful journey ahead.
This document provides an overview of Unisystem, an innovative group of companies in Ukraine. The mission is to make advanced technologies affordable for the public. The vision is to become a leading innovative and growing company in Ukraine by 2016. The strategy focuses on fast-growing markets, intensive growth, partnerships, and personnel investment. Unisystem has over 270 employees across four facilities. It provides fiscal equipment, system integration, security systems, payment systems, and contract development and manufacturing.
The document provides guidance for establishing an effective citizen science phenology network, including training volunteers thoroughly, establishing clear and simple protocols, being flexible to encourage varied levels of participation, communicating results regularly through blogs, field trips, and webcasts to build connections, creating networks for communication and mentorship, seeking feedback to improve the network, and including incentives like contests and recognition to motivate volunteers.
The document discusses international youth day 2010 and provides statistics about youth populations globally. It defines youth as those between the ages of 15 to 24, noting that approximately 1 billion youth live in the world today which is around 18% of the global population. The United Nations proclaimed 2010 as the International Year of Youth with the theme of "Dialogue and Mutual Understanding." The document also outlines several priority issues concerning youth as identified by the World Programme of Action for Youth including education, employment, health, poverty, and participation in decision making. It provides examples of challenges and proposals for action on some of these key issues.
Huntington's disease is an autosomal dominant genetic disorder caused by a CAG repeat expansion on chromosome 4. It is characterized by movement abnormalities like chorea, as well as cognitive and psychiatric symptoms. Symptoms typically appear in middle age and progressively worsen over 15-20 years. There is no cure, but treatments can help manage symptoms and improve quality of life. About 30,000 people in North America have Huntington's disease, which affects all ethnic groups equally.
1) Hazen has been walking alone in the forest for weeks trying to find a way out.
2) He comes across an abandoned house surrounded by wildflowers.
3) Hoping to find food, Hazen eats a strawberry from a nearby plant. The fresh fruit tastes delicious compared to his dried rations.
The document provides information on itSMF USA's vision, mission, goals for chapters and members, and announcements for August. The vision is to be the premier organization advancing the service management profession. The mission is building a community for networking, knowledge sharing, and education. Goals include fostering engagement, improving skills, increasing membership, and participating internationally. Announcements provide updates on the upcoming Fusion conference, a membership survey, leadership training initiatives, and website improvements.
Rails 3 introduces several major improvements including a new Active Record query engine, router, and asset pipeline. It also improves dependency management with Bundler and extracts Active Record components to be used in non-Active Record models. The internals were rewritten to be more flexible and extensible. Documentation was expanded to help developers learn and use the new features.
O documento discute como consumir e minerar dados abertos usando software livre. Ele aborda: 1) o que são dados abertos e seus tipos; 2) a plataforma Pentaho para mineração de dados; e 3) uma demonstração prática usando a ferramenta WEKA para classificação de dados.
This document provides a summary of the short story "The Strange Case of Dr. Jekyll and Mr. Hyde" by Robert Louis Stevenson. It describes an encounter between Mr. Utterson, a lawyer, and his friend Mr. Enfield on a Sunday walk. Mr. Enfield tells Mr. Utterson a strange story about witnessing a man trample over a young girl with no remorse, and then using a cheque from a well-known person to pay off the girl's family to keep the incident quiet. This piques Mr. Utterson's interest in the unsettling affair.
The Ideal Shopping Cart + Streamlining The Checkout ProcessGoECart
The document discusses strategies for streamlining the online checkout process based on a panel discussion. It notes that cart abandonment rates are up as consumers expect lower prices and a simpler checkout. The panelists recommend testing checkout improvements like persistent carts, payment options, and personalized offers to reduce abandonment and increase sales.
- The narrator is sitting alone in his chamber late at night, pondering books of lore to distract himself from grief over the loss of his lover Lenore.
- He hears a tapping at his chamber door and upon opening it finds nothing, but then hears the word "Lenore" whispered.
- Later, a raven flies into his chamber and perches above the door, uttering only the word "Nevermore" in response to the narrator's questions.
- The narrator, increasingly unsettled, demands that the raven tell him if he will ever be reunited with Lenore in the afterlife, to which it again responds "Nevermore," driving
The document provides an overview of quality concepts including definitions of quality, quality control, dimensions of quality, and the evolution of quality approaches. It discusses concepts like total quality management, Deming's 14 points, Kaizen technique, quality by design, and product development cycles. The key aspects covered are definitions of quality, importance of meeting customer expectations, involvement of all aspects of a firm in quality, and designing quality into products through evaluating prototypes and design changes.
David Garvin defined eight dimensions that can be used at a strategic level to analyze quality characteristics: performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality. Zeithaml, Parasuraman and Berry identified five dimensions customers use to evaluate service quality - reliability, assurance, tangibles, empathy, and responsiveness - and named their survey instrument SERVQUAL.
in this lecture i will discuss the basic concept of quality . it is very important in term of quality management and quality control purpose in any industrial applications.
The document discusses definitions of quality from various perspectives and in different contexts. It provides 12 definitions of quality from standards bodies, quality experts, and organizations. Quality can refer to meeting customer expectations, conforming to requirements, fitness for use, or reducing defects. Quality is defined differently in manufacturing versus services due to tangible versus intangible products. Dimensions of quality also vary between ensuring consistent products and responsiveness for customers.
This document provides an introduction to quality management. It defines quality as a product or service's ability to meet customer expectations. Quality is evaluated based on dimensions like performance, reliability, durability, and perceived quality. Factors that determine quality include design, manufacturing processes, and service. Poor quality can result in lost business, costs, and liability. The document also discusses contributors to quality management like Deming and Juran, elements of total quality management, quality function deployment, and quality awards.
The document discusses nine dimensions of quality for both products and services: performance, features, conformance, reliability, durability, serviceability, responsiveness, aesthetics, and reputation. It provides examples of how these dimensions apply to products like automobiles and services like auto repair. Key dimensions for products include performance, aesthetics, special features, reliability, and durability. For services, important dimensions are reliability, responsiveness, time, assurance, courtesy, tangibles, and consistency. The challenges of maintaining service quality are that customer expectations change over time and differ between individuals. Quality management is necessary for organizations to survive and grow in today's global, customer-oriented markets.
This document discusses various dimensions of quality from different perspectives. It defines quality as the degree to which products and services meet customer expectations. Quality can be measured according to factors like performance, features, reliability, and conformance. The document outlines several definitions of quality proposed by experts like Garvin and outlines dimensions of both product and service quality. It also discusses concepts like quality assurance, factors that affect quality, and quality management systems.
Slideshows of chapters (pom 2e oup by kanishka bedi)mansinadani
The document discusses various quality management concepts including:
- Definitions of quality from different experts like fitness for purpose, conformance to specifications, and total quality control.
- Dimensions of quality like performance, reliability, appearance, customer service, and costs of quality.
- Contributions of quality experts like Deming, Juran, and Feigenbaum to concepts like statistical process control, prevention costs, and management commitment.
- Quality assurance tools and techniques like acceptance sampling, process capability, Six Sigma, and ISO standards for quality management systems.
This document discusses the concepts of total quality management and the dimensions of quality. It defines quality as fitness for use at the most economical level. Quality is the most important thing for any organization. High quality reduces the need for additional services like verification and warranty work. The definition of quality has evolved over time from fitness to standard, to fitness of use, to fitness of cost, and finally fitness to latent requirements. Quality has nine dimensions including performance, features, conformance, reliability, durability, service, response, aesthetics, and reputation. There are also dimensions specific to manufacturing quality and service quality. The costs associated with quality are known as quality costs, which include costs of prevention, appraisal, internal failures, and
CH 3 Quality management and Control.pptxamanuel236786
The document provides an overview of quality management concepts including definitions of quality from different perspectives, dimensions of quality for both products and services, costs of quality, total quality management principles, statistical process control charts, and types of statistical sampling. Some key points summarized:
- Quality is defined as meeting or exceeding customer requirements now and in the future from the customer's perspective, and producing a product that meets specifications from the producer's perspective.
- Dimensions of quality include quality of design, quality of conformance, and abilities like reliability and maintainability. For services, dimensions include timeliness, completeness, and courtesy.
- Costs of quality include prevention costs, appraisal costs, internal failure costs, and external failure costs
This document provides an overview of quality management. It defines quality and discusses determinants and dimensions of quality. It describes approaches like Total Quality Management (TQM) and Six Sigma. It discusses quality gurus, costs of quality, and quality tools. It also outlines problem solving methods and process improvement techniques.
Lecture 3 (quality of design and quality of conformance)RAJ BAIRWA
in this lecture i will discuss the quality of design and quality of conformance concept. it is very important in term of quality management and quality control purpose in any industrial applications.
This document provides an introduction to Six Sigma, including:
- A brief history of Six Sigma and how it relates to total quality management and quality costs.
- Definitions of Six Sigma and how it differs from traditional approaches to defects.
- An overview of the key aspects of a Six Sigma methodology including process analysis, tools/techniques, defining and improving processes, and calculating defects.
- Information on how Six Sigma has helped improve processes and reduce costs for many companies.
The document discusses key concepts related to quality including definitions of quality, dimensions of quality, types of quality costs, total quality management (TQM), and benefits of TQM. It defines quality as meeting or exceeding customer expectations and outlines dimensions like performance, reliability, aesthetics. It categorizes quality costs as prevention, appraisal, internal failure, and external failure costs. TQM is defined as integrating all functions to achieve continuous quality improvement and customer satisfaction. Benefits of TQM include greater customer loyalty, market share, and productivity.
Product differentiation is a business strategy where firms create differences between their products and competitors' products. These differences can provide competitive advantages if customers prefer the unique attributes. Products can be differentiated based on their form, features, customization, performance quality, conformance quality, durability, reliability, and style. For many Indian customers, important factors are durability, features, performance, style, and an affordable price.
This document provides an overview of quality concepts and definitions. It discusses definitions of quality as fitness for use and conforming to specifications. It describes key quality characteristics like technological, psychological, time-oriented, contractual, and ethical characteristics. It also discusses the quality function and costs of quality, categorizing quality costs into costs of prevention, appraisal, internal failures, and external failures. The document aims to define quality and its important dimensions from different perspectives.
The document discusses software quality management and outlines five units: introduction to software quality; software quality assurance; quality control and reliability; quality management systems; and quality standards. It defines quality, discusses hierarchical models of quality including those proposed by Boehm and McCall, and explains techniques for improving software quality like metrics, reviews, and standards.
This document provides an overview of quality management. It defines quality and discusses the evolution of quality management approaches from statistical process control to total quality management (TQM). The document outlines the contributions of quality gurus like Deming and Juran and describes dimensions of quality. It also discusses quality costs, standards like ISO 9000, TQM principles, continuous improvement, Six Sigma, and potential obstacles to quality initiatives.
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إضغ بين إيديكم من أقوى الملازم التي صممتها
ملزمة تشريح الجهاز الهيكلي (نظري 3)
💀💀💀💀💀💀💀💀💀💀
تتميز هذهِ الملزمة بعِدة مُميزات :
1- مُترجمة ترجمة تُناسب جميع المستويات
2- تحتوي على 78 رسم توضيحي لكل كلمة موجودة بالملزمة (لكل كلمة !!!!)
#فهم_ماكو_درخ
3- دقة الكتابة والصور عالية جداً جداً جداً
4- هُنالك بعض المعلومات تم توضيحها بشكل تفصيلي جداً (تُعتبر لدى الطالب أو الطالبة بإنها معلومات مُبهمة ومع ذلك تم توضيح هذهِ المعلومات المُبهمة بشكل تفصيلي جداً
5- الملزمة تشرح نفسها ب نفسها بس تكلك تعال اقراني
6- تحتوي الملزمة في اول سلايد على خارطة تتضمن جميع تفرُعات معلومات الجهاز الهيكلي المذكورة في هذهِ الملزمة
واخيراً هذهِ الملزمة حلالٌ عليكم وإتمنى منكم إن تدعولي بالخير والصحة والعافية فقط
كل التوفيق زملائي وزميلاتي ، زميلكم محمد الذهبي 💊💊
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A Free 200-Page eBook ~ Brain and Mind Exercise.pptxOH TEIK BIN
(A Free eBook comprising 3 Sets of Presentation of a selection of Puzzles, Brain Teasers and Thinking Problems to exercise both the mind and the Right and Left Brain. To help keep the mind and brain fit and healthy. Good for both the young and old alike.
Answers are given for all the puzzles and problems.)
With Metta,
Bro. Oh Teik Bin 🙏🤓🤔🥰
How to Download & Install Module From the Odoo App Store in Odoo 17Celine George
Custom modules offer the flexibility to extend Odoo's capabilities, address unique requirements, and optimize workflows to align seamlessly with your organization's processes. By leveraging custom modules, businesses can unlock greater efficiency, productivity, and innovation, empowering them to stay competitive in today's dynamic market landscape. In this tutorial, we'll guide you step by step on how to easily download and install modules from the Odoo App Store.
This presentation was provided by Rebecca Benner, Ph.D., of the American Society of Anesthesiologists, for the second session of NISO's 2024 Training Series "DEIA in the Scholarly Landscape." Session Two: 'Expanding Pathways to Publishing Careers,' was held June 13, 2024.
A Visual Guide to 1 Samuel | A Tale of Two HeartsSteve Thomason
These slides walk through the story of 1 Samuel. Samuel is the last judge of Israel. The people reject God and want a king. Saul is anointed as the first king, but he is not a good king. David, the shepherd boy is anointed and Saul is envious of him. David shows honor while Saul continues to self destruct.
CapTechTalks Webinar Slides June 2024 Donovan Wright.pptxCapitolTechU
Slides from a Capitol Technology University webinar held June 20, 2024. The webinar featured Dr. Donovan Wright, presenting on the Department of Defense Digital Transformation.
How Barcodes Can Be Leveraged Within Odoo 17Celine George
In this presentation, we will explore how barcodes can be leveraged within Odoo 17 to streamline our manufacturing processes. We will cover the configuration steps, how to utilize barcodes in different manufacturing scenarios, and the overall benefits of implementing this technology.
1. Lesson 13 – Introduction to Quality
Lesson 13
Introduction To Quality
quality is the ability of a product or service
to consistently meet or exceed customer
expectations
13 - 1
The Evolution of Quality
. Industrial revolution - smaller jobs, more specialization and
less responsibility for the final product
. Early 1900’s - product inspection introduced -Fredrick Winslow Taylor
. 1924 - statistical control charts - W. Shewhart of Bell Laboratories
. 1930, - acceptance sampling - H.F. Dodge & H.G. Roming of Bell Labs
. WWII - statistical methods began to be more widely accepted,
especially in statistical sampling techniques
. 1950’s - quality assurance, statistical quality control methods
introduced to the Japanese - W. Edwards Deming
- “cost of quality” concepts - Joseph Juran
- “total quality control” including product design and
materials - Armand Feigenbaum
. 1960’s - “zero defects” emphasize employee performance - P. Crosby
. 1970’s - quality assurance methods throughout the entire process
13 - 2
Quality – What Is It?
“The degree of excellence of a thing”
(Webster’s Dictionary)
“The totality of features and characteristics that satisfy needs”
(American Society for Quality Control – ASQ)
Fitness for consumer use – meet or exceed customer expectations
13 - 3
Copyright – Harland E. Hodges, Ph.D 13-1
2. Lesson 13 – Introduction to Quality
Quality – What Is It?
Mercedes Hyundai
Porsche Beetle
13 - 4
Dimensions of Quality
Performance - characteristics of the product or service
Aesthetics - appearance, feel, smell, taste
Special features - extra characteristics
Conformance - customer’s expectations
Safety - risk of injury or harm
Reliability - consistency of performance
Durability - useful life of the product or service
Perception - reputation Porsche
Service after the sale - handling of complaints, customer satisfaction
13 - 5
Examples Of Quality Dimensions
(Product) (Service)
Dimension Automobile Auto Repair
Performance Everything works, fit & finish All work done, at agreed price
Ride, handling, grade of Friendliness, courtesy,
materials used Competency, quickness
Aesthetics Interior design, soft touch Clean work/waiting area
Special features Gauge/control placement Location, call when ready
Convenience Cellular phone, CD player Computer diagnostics
High tech
Safety Antilock brakes, airbags Separate waiting area
13 - 6
Copyright – Harland E. Hodges, Ph.D 13-2
3. Lesson 13 – Introduction to Quality
Examples Of Quality Dimensions
(Product) (Service)
Dimension Automobile Auto Repair
Reliability Infrequency of breakdowns Work done correctly,
ready when promised
Durability Useful life in miles, resistance to Work holds up over time
rust & corrosion
Perceived Top-rated car Award-winning service
quality department
Service after Handling ofcomplaints and/or Handling of complaints
sale requests for information
13 - 7
The Determinants of Quality
Quality of Design - intention of designers to include or exclude features
in a product or service designed to meet a customer/client
need/want/requirement.- it represents the inherent value of the product
or service in the marketplace
. Poor design can result in manufacturing or service problems
. Customer disapproval
Quality conformance - the degree to which the goods or services
conform to the intent of the designers
. Requires customer education/awareness as to the
intended use of the product/service (e.g. Electrical
requirements, medication instructions, attorney advice)
Ease of use
Service after delivery
13 - 8
Fitness For Consumer Use
Quality
Producer’s Perspective Consumer’s Perspective
Quality of Conformance Quality of Design
Production • Conformance to • Dimensions Marketing
specifications • Price
• Cost
Fitness for
Consumer Use
13 - 9
Copyright – Harland E. Hodges, Ph.D 13-3
4. Lesson 13 – Introduction to Quality
Quality – What Is It?
Mercedes Hyundai
Porsche Beetle
13 - 10
The Consequences Of Poor Quality
. Loss of business
. Liability
. Productivity
. Costs
Failures will occur. The prevailing quality philosophy is that prevention
is the best cure for quality problems. (An ounce of prevention is
worth a pound of cure).
13 - 11
Costs Of Quality
When considering the “costs of quality” we must consider:
Failure costs - costs caused by defective parts, products, or faulty
services
. Internal - failures discovered during production (e.g.
rework, problems, material/product losses, downtime)
. External - failures discovered after delivery (e.g. warranty,
returned goods, liability claims, penalties)
Appraisal costs - costs of activities designed to ensure quality or
uncover defects (e.g. in-line inspection, final inspection, field testing,
crash test dummies, crumpled cars)
Prevention costs - costs of preventing defects from occurring (e.g.
training, working with vendors, quality control procedures, quality
improvement programs, extra attention in design and production)
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Copyright – Harland E. Hodges, Ph.D 13-4
5. Lesson 13 – Introduction to Quality
Quality Guru’s
W. Edwards Deming - 14 point prescription for quality
Joseph M. Juran - stressed management methods
Armand Feigenbaum - quality as a “total field” - customer
Phillip Crosby - quality is free, zero defects
Kaoru Ishikawa - quality circles, problem solving methodology
Genichi Taguchi - cost of poor quality, robust product design
Continual Improvement =
Management Methods
Total Quality
Quality Circles
Product Design
13 - 13
Deming’s 14 Points
1 - Create constancy of 7 - Instill leadership among
purpose supervisors
2 - Adopt philosophy of 8 - Eliminate fear among
prevention employees
9 - Eliminate barriers between
3 - Cease mass inspection departments
4 - Select a few suppliers 10 - Eliminate slogans
based on quality 11 - Remove numerical quotas
5 - Constantly improve system 12 - Enhance worker pride
and workers 13 - Institute vigorous training &
6 - Institute worker training education programs
14 - Implement these 13 points
13 - 14
Quality Awards
The Malcom Baldridge Award - The Malcolm Baldrige National Quality
Award is the centerpiece of the Baldrige National Quality Program. This
award, which since 1988 has been presented annually by the President
to recognize performance excellence, focuses on an organization's
overall performance management system. It does not certify product
or service quality.
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Copyright – Harland E. Hodges, Ph.D 13-5
6. Lesson 13 – Introduction to Quality
Categories For The Baldridge Award
Business: Manufacturing companies or subsidiaries that produce and
sell manufactured products or manufacturing processes or produce
agricultural, mining, or construction products.
Healthcare:
Education:
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Characteristics Of A Baldridge Winner
The major characteristics of a Malcolm Baldridge Winner are
companies/organizations who have:
. formulated a vision of what they thought quality is and how
. they would achieve it.
. senior management involvement
. carefully planned and organized their quality effort to be sure it
would be effectively initiated.
. vigorously controlled the overall process.
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Criteria For The Malcom Baldridge Award
The Baldrige Criteria for Performance Excellence is updated
each year to provide a systems perspective for understanding
performance management. They reflect validated, leading-edge
management practices against which an organization can measure
itself. With their acceptance nationally and internationally as the model
for performance excellence, the Criteria represent a common language
for communication among organizations for sharing best practices. The
Criteria are also the basis for the Malcolm Baldrige National Quality
Award process. The Criteria include leadership, strategic planning,
customer & market focus, information & analysis, human resource
development & management, process management and business
results.
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Copyright – Harland E. Hodges, Ph.D 13-6
7. Lesson 13 – Introduction to Quality
Criteria For The Malcom Baldridge Award
Leadership - The organization’s leadership system
and senior leaders’ personal leadership
Strategic Planning - How the organization sets
strategic directions and how it develops the
critical strategies and action plans
Customer and Market Focus - How the company determines
requirements, expectations, and preferences of customers and
markets
Information and Analysis - The selection, management, and
effectiveness of use of information and data to support key company
processes and action plans, and the company’s performance
management system
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Criteria For The Malcom Baldridge Award
Human Resource Focus - How the company enables
employees to develop and utilize their full potential,
aligned with the company’s objectives
Process Management - How key processes are
designed, implemented, managed, and improved
Business Results - The organization’s performance and improvement
in key business areas
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Quality Awards
The Deming Prize - The Union of Japanese Scientists and
Engineers (JUSE) invited Dr. Deming to Japan in July 1950. He held a
series of lectures and seminars during which he taught the basic
principles of statistical quality control to executives, managers and
engineers of Japanese industries. His teachings made a deep
impression on the participants' minds and provided great impetus in
implementing quality control in Japan.
In appreciation, JUSE created a prize to commemorate Dr. Deming's
contribution and friendship and to promote the continued development
of quality control in Japan. The prize was established in 1950 and
annual awards are still given each year.
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Copyright – Harland E. Hodges, Ph.D 13-7
8. Lesson 13 – Introduction to Quality
Quality Awards
Industry, regional, and company awards
. Institute of Industrial Engineers
. NASA
. European Quality Award
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Quality Certifications
ISO - International Organization for Standardization - purpose is to
promote worldwide standards that will improve operating efficiency,
improve productivity, and reduce costs
. Truly international in scope
. Certification required by many foreign firms
ISO 9000 series - quality management and assurance
ISO 9001 ~ Suppliers and Designers
ISO 9002 ~ Production
ISO 9003 ~ Inspection and Test
ISO 9004 ~ Quality Management
ISO 14000 - environmental performance
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ISO Accreditation
European registration
3rd party registrar assesses quality program
European Conformity (CE) mark authorized
United States 3rd party registrars
American National Standards Institute - ANSI
American Society for Quality Control - ASQ
Registrar Accreditation Board - RAB
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Copyright – Harland E. Hodges, Ph.D 13-8
9. Lesson 13 – Introduction to Quality
You Know It When You See It
“quality is not something you inspect into a product/service, it is the
result of the mental attitude of the person who is producing or delivering
a product/service, either you have the mental attitude or you do not … if
you do not, you can be trained to have it … some people choose to …
some do not
… at any rate, in your business careers it will be easy to spot those who
have it and those who do not … you will know it when you see it”
Hodges, 1998
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Total Quality Management
refers to the quest for quality that
involves everyone in the organization.
Two key philosophies:
. Continual improvement
. Customer satisfaction
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Total Quality Management
TQM may be defined as managing the entire organization so that it
excels on all dimensions of products and services that are important to
the customer.
. Marketing, sales, R&D
. Engineering
. Purchasing
. Personnel
. Management
. Packing, storing, shipping
. Customer service
Total Quality management is a broad concept rooted in the Deming
philosophy. It involves the following concepts:
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Copyright – Harland E. Hodges, Ph.D 13-9
10. Lesson 13 – Introduction to Quality
Elements Of Total Quality Management
. Determine what customer (target market) wants
. Design a product to meet or exceed wants and make it easy to
produce and easy to use
. Design a production process to do it right the first time
. Track results and use them to guide future improvements
. Continuous improvement - get a little better each day
. Benchmarking - learn from those who do “it” best
. Employee empowerment - responsibility/authority at source
. Team approach - spirit of cooperation, shared De
sig
n Pro
ce
ss
ct De
problem solving Pro
du sig
n
. Decisions based on facts rather than opinion
Improvement
Continuous
Involvement
Employee
s
Customer
. Knowledge of Quality Tools/Methodologies Tool
Satisfaction
aking
Purc
. Supplier quality - make vendors part of your team
has
ion M
ing
Decis
Benchmarking
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Shared Problem Solving – The Quality Circle
Organization
8-10 members
Same area Training
Presentation
Moderator Group processes
Implementation
Data collection
Monitoring
Problem analysis
Problem ID
Solution List alternatives
Problem analysis
Problem results Consensus
Cause & effect
Brainstorming
Data collection &
analysis
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Three Sigma and Six Sigma Quality
Statistical methodologies for achieving continual process improvement
and reducing process variability
• Basically these are the same concept which are designed to
reduce process variability
– Program designed to reduce defects
– Requires the use of certain tools and techniques
• Statistically process variability (standard deviation) is such that
– Six sigma: no more than 3.4 defects per million
– Three sigma: no more than 2.7 defects per thousand
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Copyright – Harland E. Hodges, Ph.D 13-10
11. Lesson 13 – Introduction to Quality
Three Sigma and Six Sigma Quality
Product Lower Product Upper
specification specification
1.35 ppt 1.35 ppt
1.7 ppm 1.7 ppm
Process Mean
+/- 3 Sigma
+/- 6 Sigma
ppt – parts per thousand
ppm – parts per million 13 - 31
Three Sigma and Six Sigma Quality
Six sigma quality has gained popularity in recent years
Six sigma teams are sanctioned by top management and are
coordinated through program champions who work on the projects
management deems most likely to succeed.
Six sigma practitioners receive certifications as they gain knowledge and
proficiency in the terminology and methodology (e.g. “green” and “black”
belts.
D – Define
M – Measure
A – Analyze
I – Improve
C – Control 13 - 32
Process Improvement Steps
Plan
Deming Wheel
Act
Do
Study
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Copyright – Harland E. Hodges, Ph.D 13-11
12. Lesson 13 – Introduction to Quality
Process Improvement Steps
Select a
process
Document
Study/document
Evaluate
Seek ways to
Implement the
Improve it
Improved process
Design an
Improved process
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Process Improvement Steps
Plan a change aimed at improvement
Plan
. Define the problem and establish an improvement goal
. Collect data (Process Mapping)
. Analyze the problem
Act
. Generate potential solutions
. Choose a solution (Redesign the Process)
Do
. Implement the solution
Study/Check Do
. Monitor the solution. Did it work?
Act Study
. Institutionalize the change or abandon or do it again.
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Process Mapping
Process Mapping involves the following steps:
Plan
. Collect information about the process, identify each step in the
process, and for each step determine:
.. The inputs and outputs, the people involved, all
Act decisions that are made
. Document such measures as time, cost, space used,
waste, employee morale, employee turnover, accidents,
safety hazards, working conditions, revenues, profits/(losses),
quality and customer satisfaction
Do
. Prepare a flowchart of the process that accurately depicts the
process with not too much or too little information
.. Make sure that key activities and decisions are
Study
represented
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Copyright – Harland E. Hodges, Ph.D 13-12
13. Lesson 13 – Introduction to Quality
Process Mapping
Once the information is collected: Plan
. Ask these questions about the process
.. Is the flow logical?
.. Are there any steps or activities missing?
Act there any duplications?
.. Are
. Ask these questions about each step
.. Is the step necessary?
.. Does the step add value?
.. Does any waste occur at this step?
.. Could the time be shortened? Do
.. Could the cost to perform the step be reduced?
.. Could two (or more) steps be combined?
Study
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Redesign The Process
Using the results of the above steps, redesign the process if
Plan
possible.
. Document the improvements; potential measures include:
.. Reductions in time, cost, space, waste, employee
Act
turnover, accidents, safety hazards, and
increases/improvements in employee morale,
working conditions, revenues/profits, quality and
customer satisfaction
Do
Study
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7 Basic Improvement Tools
There are 7 basic tools available to assist the operations manager in the
improvement process previously described. These tools help identify
and quantify the opportunities for improvement. They include:
. Check sheets
. Flowcharts
. Scatter diagrams
. Histograms
. Pareto Analysis
. Control Charts
. Cause and effect diagrams
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Copyright – Harland E. Hodges, Ph.D 13-13
14. Lesson 13 – Introduction to Quality
Check Sheets
A check sheet is a simple tool for recording the reasons a process may
not be performing as expected. It is a simple observational method
which organizes and determines the frequency of reasons.
Billing Errors Monday
Wrong Account
Wrong Amount
A/R Errors
Wrong Account
Wrong Amount
13 - 40
Process Flow Charts
A Process Flow Chart is a simple tool for recording the sequence of
steps and decision points in a process. The flow chart is very useful in
analyzing a process to determine the strong and weak points in the
process.
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Process Flow Chart
It usually follows that a more
Alarm goes detailed process flow chart will
off allow for better understanding and
better decisions. The process
flow chart also identifies points
Yes where data should be collected to
Sleep Late aid in the decision making
process.
No
Get Eat Go to
Shower
Dressed Breakfast Class
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Copyright – Harland E. Hodges, Ph.D 13-14
15. Lesson 13 – Introduction to Quality
Scattergram
A scattergram is a simple graphical tool which can be used to identify
the relationship between two variables. It can prove beneficial when
setting parameters for activities within a process.
14,000
12,000
10,000
8,000
6,000
4,000
2,000
0
0 5 10 15 20 25 30 35 40 45
13 - 43
Histogram
A histogram is a simple graphical tool which can be used to identify the
frequency of a cause of variation. The histogram is the result of the
process of identifying types of variation observed.
Number of defects
Off Smeared Missing Loose Other
center print label
13 - 44
Pareto Chart
A Pareto chart is a histogram which shows the relative importance of
problems or defects. It makes identifying and solving problems easier.
It is based on the Pareto Principle which basically says most effects
have relatively few causes and is sometimes referred to as the 80/20
rule (80% of the problems come from 20% of the causes (people,
materials, machines, etc.)
You’re a quality analyst for Corning Glass.
You’ve collected data on 100 rejected glasses:
Nicks 80
Cuts 11
Scratches 3
Porosity 3
Misc. 3
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Copyright – Harland E. Hodges, Ph.D 13-15
16. Lesson 13 – Introduction to Quality
Pareto Chart
# of Defects
100 Pareto Charts identify the major causes
80 and suggest that if the major causes are
80 solved first the quality will improve more
60 than by solving the secondary causes.
40
20 11 3 3 3
0
Nicks Cuts Scratches Porosity Misc.
Cause
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Control Chart
A Control Chart is a time series plot of a quality parameter used to
indicate whether a process is in or out of control. Control charts are
used to identify when a process is exhibiting random or non-random
(assignable) behavior. Out of
control
UCL
Mean
LCL
0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Sample number
13 - 47
Control Chart
A Control Chart can also be used to monitor improvements in a
process.
UCL UCL
UCL
LCL
LCL
LCL
Process not Process centered Additional
centered and stable improvements
and not stable made to the process –
variability improved
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Copyright – Harland E. Hodges, Ph.D 13-16
17. Lesson 13 – Introduction to Quality
Run Charts
A Run Chart is a tool to plot observations over a period of time.
# Defective
3.5
3
2.5
2
1.5
1
0.5
0
8:00 AM 8:45 AM 9:30 AM 10:15 AM 11:00 AM 11:45 AM 12:30 PM 1:15 PM 2:00 PM 2:45 PM 3:30 PM 4:15 PM 5:00 PM 5:45 PM
13 - 49
Ishikawa - Cause & Effect Diagram
A Cause & Effect Diagram (fishbone diagram)is a graphical tool used
to search for the causes of a problem. It is sometimes called a fishbone
or Ishikawa diagram.
Methods Materials
Cause
Cause
Cause
Cause
Cause Cause
Environment Effect
Cause Cause
Cause Cause
Cause Cause
People Equipment
13 - 50
Ishikawa - Cause & Effect Diagram
Personnel
Personnel
Equipment
Equipment
Passenger processing at gate
Aircraft late to gate
Late cabin cleaners
Other
Other
Mechanical failures
Weather Unavailable cockpit crew
Delayed
Air traffic delays Late cabin crew
flight
departures
Late baggage to aircraft Poor announcement of departures
Late fuel Weight/balance sheet late
Late food service
Delayed check-in procedure
Contractor not provided
updated schedule Waiting for late passengers
Materials
Materials
Procedures
Procedures
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Copyright – Harland E. Hodges, Ph.D 13-17
18. Lesson 13 – Introduction to Quality
Methods For Generating Ideas
There are many ideas for generating improvement ideas. Typically they
come from a collaboration of all personnel involved in the process.
Some of these include:
Brainstorming – free flow of ideas
Quality Circles – groups of interested people
conduct action oriented meetings to plan, do,
study, and act on improvement opportunities
Interviewing – technique for identifying problems
and collecting information
Benchmarking
5W2H – What, When, Where, Why, Who, How and How Much?
13 - 52
Homework
Read and understand all material in the chapter.
Discussion and Review Questions
Recreate and understand all classroom examples
Exercises on chapter web page
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Copyright – Harland E. Hodges, Ph.D 13-18