Quality Control

EDPT 905

Dr.Lamia A. Shihata
Introduction
Lecture 1
Lecture Outcomes
Outline the evolution of quality and the basic
concept of quality
Define quality and quality function
Summarize types of quality certificates and
standards
Outline basic quality terms and vocabulary
Introduction To Quality

Quality is the ability of a product

or service to consistently meet
or exceed customer
expectations
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
BASIC CONCEPTS OF QUALITY

QUALITY
QUALITY CONTROL
QUALITY ASSURANCE
QUALITY MANAGEMNT
TOTAL QUALITY MANAGEMENT
ISO SYSTEM
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 – ASQ)
Fitness for consumer use – meet or exceed
customer expectations
Importance of Quality

Lower costs (less labor, rework, scrap)

Motivated employees
Market Share
Reputation
International competitiveness
Revenues generation increased (ultimate
goal)
The Quality Function
The Quality Function is the entire collection of
activities through which we achieve fitness for
use, no matter where these activities are
performed.
A companywide quality function arises from
the fact that product quality is the result of the
work of all departments around the spiral.
The Quality Spiral
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
After sale service - handling of
complaints, customer satisfaction
Examples Of Quality Dimensions
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
Deming’s 14 Points

1 - Create constancy of purpose

2 - Adopt philosophy of prevention
3 - Cease mass inspection
4 - Select a few suppliers based on quality
5 - Constantly improve system and workers
6 - Institute worker training
7 - Instill leadership among supervisors
8 - Eliminate fear among employees
9 - Eliminate barriers between departments
10 - Eliminate slogans
11 - Remove numerical quotas
12 - Enhance worker pride
13 - Institute vigorous training & education
programs
14 - Implement these 13 points
Quality Certifications
ISO Accreditation
What is Quality?
Lecture 2
What is Quality???

“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
The Quality Trilogy

Managing for quality is done through

the three main managerial processes:
planning, control and improvement.
Quality Planning
“This is the activity of developing the
products and processes required to meet
customers’ needs.”
1. Determine who are the customers
2. Determine the needs of the customers
3. Develop product features which respond to
customers’ needs
4. Develop processes which are able to produce
those features
5. Transfer the resulting plan to the operating forces.
Quality Control
“Is the operational techniques and
activities that are used to fulfill the
requirements for quality .”

1- Evaluate actual performance

2- Compare actual performance to goals
3- Act on the differences
Quality Improvement
Aims to attain levels of performance.
1. Continual Improvement
2. Management Methods
3. Total Quality
4. Quality Circles
5. Product Design
The Quality Trilogy
QUALITY ASSURANCE

Is all systematic and planned actions

which are necessary to provide
adequate confidence that a product or
service will satisfy the given
requirement for quality.
 Quality Assurance vs.
Quality Control
Quality Assurance Quality Control
An overall A series of
management plan to analytical
guarantee the measurements used
integrity of data to assess the
(The “system”) quality of the
analytical data
(The “tools”)
 True Value vs. Measured
Value
True Value Measured Value

The known, The result of an

accepted value of a individual’s
quantifiable measurement of a
property quantifiable
property
 Accuracy vs. Precision

Accuracy Precision

How well a How well a series of

measurement agrees measurements agree
with an accepted value with each other
Accuracy vs. Precision
Systematic vs. Random Errors

Systematic Error Random Errors

Avoidable error due to Unavoidable errors
controllable variables that are always
in a measurement. present in any
measurement.
Impossible to eliminate