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Questions and Answers
What is the primary focus of quality improvement?
What is the term for the degree to which a product meets pre-established standards?
According to the Oxford American Dictionary, what is quality?
What is the definition of quality engineering?
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From the customer's perspective, what is fitness for use?
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What is the term for the upper and lower limits of a product's quality characteristics?
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What is the main difference between the customer's and producer's perspectives on quality?
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Who is credited with introducing statistical control chart concepts?
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What is the definition of durability?
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What is the relationship between the customer's and producer's perspectives on quality?
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Study Notes
What Is Quality?
- Quality is a degree or level of excellence
- Quality is the totality of features and characteristics that satisfy needs without deficiencies
- Quality can be viewed from both the customer's and producer's perspectives
Customer's Perspective
- Fitness for use: how well a product or service does what it is supposed to do
- Quality of design: designing the required quality characteristics into a product or service
Producer's Perspective
- Quality of conformance: making sure product or service is produced according to design
- Conformance to specifications affects the quality of the product or service
Meaning of Quality
- Customer's and producer's perspectives depend on each other
- Producer's perspective includes production process and cost, while customer's perspective includes quality of design and price
- Customer's view must dominate
Dimensions of Quality
- Performance: basic operating characteristics of a product
- Reliability: probability that a product will operate properly within an expected time frame
- Durability: how long a product lasts before replacement
- Serviceability: ease of getting repairs, speed of repairs, courtesy and competence of repair person
- Aesthetics: how a product looks, feels, sounds, smells, or tastes
- Features: "extra" items added to basic features
- Conformance to standard: degree to which a product meets pre-established standards
- Perceived quality: customer's perception of the overall quality of a product or service
Quality Improvement
- Quality improvement is the reduction of variability in processes and products
- Quality improvement is also seen as "waste reduction"
- Quality engineering is the set of operational, managerial, and engineering activities that a company uses to ensure that the quality characteristics of a product are at the nominal or required levels
Quality Characteristics
- Physical (Variable) quality characteristics: length, weight, voltage, viscosity
- Sensory (Attribute) quality characteristics: taste, appearance, color
- Two types of data: attributes data (discrete data, often in the form of counts) and variables data (continuous measurements)
Quality Engineering Terminology
- Specifications: quality characteristics being measured are often compared to standards or specifications
- Nominal or target value: the desired value of a quality characteristic
- Upper Specification Limit (USL) and Lower Specification Limit (LSL): the acceptable range of a quality characteristic
- Nonconforming or defective product: a product that does not meet specifications
- Defects: nonconformities that may seriously affect the safe or effective use of the product
A Brief History of Quality Engineering and Improvement
- Walter Shewhart introduced statistical control chart concepts in 1924
- The American Society for Quality Control (ASQC) was formed in 1946 (now known as the American Society for Quality (ASQ))
- The 1950s and 1960s saw an increase in reliability engineering, experiment design, and quality control
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Description
This quiz covers the basics of quality control and improvement in industrial engineering, including definitions of quality from different perspectives. It discusses how quality is perceived by customers and producers, and how it relates to the fitness for use of a product or service.
