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Quality Basics
Quality Basics
Quality Basics
Defining Quality
ASQ (American Society for Quality): quality is a subjective term for which each person has his or her own definition www.asq.org Whats your definition?
Defining Quality
the characteristics of a product or service that bear on its ability to satisfy stated or implied needs, and a product or service free of deficiencies
Quality is Free
the quality of the design (look, feel, function) product does whats intended and lasts conformance to requirements (Crosby) costs of quality (prevention, scrap, warranty) increasing conformance raises profits products should be safe not harmful to environment
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Producers view
Governments view
Stouts View
Quality =
Performance Expectation
Value-based Approach
Manufacturing dimensions
Service dimensions
Armand Feigenbaum
author: Total Quality Control (1961) quality is a customer determination based on the customers 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 - and always representing a moving target in a competitive market.
Shift to Quality
Pre-World War II
1945
1990s
design and build each product for a particular customer. producer knows the customer directly. focus on designing and building products for mass consumption. larger volumes will reduce costs and increases profits. push products on the customer (limit choices). quality is maintained by inspecting and detecting bad products. potential customers determine what to design and build. higher quality will be obtained by preventing problems
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Import barriers and protection are not the answer. They have become more discriminating. They demand new and better products.
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Global Competition
Economic and political boundaries are slowly vanishing The 1950s slogan Built by Americans for Americans is very far from reality in the 2000s.
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It pays Less rework, fewer mistakes, fewer delays, and better use of time and materials In United States today, 15 to 20% of the production costs are incurred in finding and correcting mistakes.
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Quality (both real and perceived) Cost Delivery (lead time and accuracy) safety, employee morale, product development (time-to-market, innovative products)
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Other measures
Contrasting Approaches
Passive / Reactive
Proactive / Preventive
Design quality in products and processes Identify sources of variation (processes and materials) Monitor process performance
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Incorporates QA/QC activities into company-wide system aimed at satisfying the customer
Detection
SQC
Inspection
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