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• University of Southern Mindanao, Kidapawan City Campus provides education
• Quality Management System (QMS) is a management technique used to communicate what is required to employees in order to produce the desired quality of products and services
• QMS influences employee actions so they complete tasks according to quality specifications

Quality Definition

• Quality does not necessarily mean an expensive product
• Quality is defined as the fitness for use of the customer
• Quality consists of the totality of features and characteristics of a product or service
• Quality bears on the ability to satisfy a given, stated, or implied need, according to ISO 9000
• Satisfying customer needs is essential to quality

Chain Reaction

• The importance of quality can seen in the chain reaction, first envisaged in Japan in the 1950s
• Improving quality leads to decreased costs, less rework, fewer delays, and better use of resources
• Improved productivity results from defect reduction
• Better quality and lower prices leads to capturing a larger market share
• Staying in business is a result of improved quality
• Providing more jobs is an outcome of prioritizing quality

Dimensions of Quality

• Functionality refers to the core features and characteristics of a product
• According to ISO / IEC 9126: 1991, functionality is characterized by a set of functions and their specified properties to satisfy stated or implied needs
• Reliability refers to the attribute of quality that indicates how often a car should not break down
• Reliability is measured by Mean Time Between Failures (MTBF)
• MTBF serves as an indicator of product durability
• Usability means a product should be easy to use without expert help
• Usability can be assessed through the time it takes to train an operator for error-free system operation
• Maintainability refers to the ease with which a product can be maintained in its original condition after becoming defective
• Products should be repairable to retain original quality at the lowest cost and time, applicable to items like software, cars, appliances, etc
• Maintainability is defined in the Standard ISO 9126:1991 as “A set of attributes that bear on the effort needed to make specified modifications”
• Maintainability is measured using Mean Time To Repair (MTTR); a street light controller MTTR is 15 minutes as an example
• Efficiency, applicable to most products, is the ratio of output to input; a car that gets 20 kms per liter of gasoline is more efficient than one getting 15 kms per liter
• Portability is important in software
• Portability defined as the ability of software to be transferred from one environment to another, organization/hardware/software
• accounting software should be usable on different machines
• Portability also applies to consumer goods like bulbs and razors

Dimensions of Service Quality

• Unlike products, service is made to order, that entails extra factors
• Availing a service typically involves more customer-provider interaction which improves the quality
• Quality of service relies on understanding precise customer demands
• Services must be designed based on the customer specifications
• Service delivery and the quality of its design are critical qualities

Quality of Customer Service

• Customer service is important in every business
• Meeting customer needs and finding out their implied needs is essential
• The ability to satisfy customers depends on customer service quality
• Includes the quality of customer reception, how implied needs are identified, and customer satisfaction

Quality of Service Design

• Services are usually made to order, so it’s important the design meets the specific customer requirements
• For example, consider software made for a specific bank that considers the bank's unique requirements
• Service design quality depends on the quality of customer service

Quality of Delivery

• Quality of delivery is important in all sectors but is very important in cases of service
• Being on-time is critical for products and services
• Delays are an example of poor service quality encountered in day-to-day life
• Quality of delivery should be defect-free
• Delivery should be on schedule and meet customer needs, in both product and service sectors
• Anticipated delays need to be communicated
• Timeliness is crucial for services and products

Additional Considerations

• Aesthetics are an important element of quality and improve the appearance of products and services
• Regulatory requirements set by local and federal governments, need to be fulfilled by the product or service
• Automakers meet Euro II Standards for emission reduction; electro-medical products follow safety regulations
• Products fulfill stated and implied societal requirements to satisfy customers without violating societal and regulatory standards
• Cars have seatbelts as this is a requirement for society
• Conformance to Standards entails a product or service that meets stated and implied customer requirements
• Conform to national, international, and industry standards
• EMI from a PC stays within prescribed standard limits

Quality Pioneers

• Dr. Walter A. Shewhart worked at Western Electric and AT&T in the US.

• He advocated Statistical Quality Control (SQC) and Acceptable Quality Level (AQL)

• AQL is the basis of today's Six Sigma

• Considered the "father" of SQC, and creating control charts for assessment and improvement of quality

• He developed the Plan, Do, Check, Act (PDCA) cycle for steady improvements

• Deming was an associate of Shewhart and a statistician at Western Electric

• Invited to Japan, modified Shewhart’s PDCA cycle to Plan, Do, Study, and Act (PDSA)

• He pushed for the use of statistics, control charts, plus conformance and product refinement methods

• He joined the US Census Bureau in 1939 and proved quality control can lower costs even in exclusive organizations

• Deming visited Japan 18 times in the 1950s, organizing seminars and assisting the Japanese Union of Scientists and Engineers (JUSE)

• Deming emphasized the importance of suppliers/costumers in development and advancement of business

• He believed the system must change to improve quality and his 14 points guided Japan's top management

• Joseph M. Juran also worked at Western Electric and developed the Western Electric Statistical Quality Control Handbook

• He was invited to Japan by JUSE in 1954

• Juran identified fitness of quality and popularized it

Juran's Fitness of Quality Includes

• Quality of Design via market research, product creation, and concept
• Quality of conformance through logistic support, reliability, and maintainability
• Availability via reliability, maintainability and logistic support
• Full service via promptness, competence and integrity
• Juran’s quality planning roadmap includes identifying and translating customer needs, developing a process to produce product features, proving process capability, and plans to operating forces
• Crosby was Vice President of ITT; his 4 quality absolutes are relevant to TQM
• Quality defined as conformance to requirements and to be achieved by prevention not by something close to it

Crosby's Four Absolutes of Quality Include

• Quality meaning conformance to requirements
• It has to be obtained through prevention
• Performance has to be zero defect
• Measurement of quality being price
• Feigenbaum was President if ASQ (1961-1963)
• Quote: “Quality is in its essence a way of managing the organization”

Feigenbaum’s Cycle Time Reductions Methodology

• Define process
• List all activities
• Flowchart the process
• List the elapsed time for each activity
• Identify non-values adding tasks
• Eliminate non-value adding tasks
• Ishikawa was a Quality control guru from Japan
• Advocated cause and effect diagrams that portray organizational effects/procedures; he developed the Fishbone/Ishikawa diagram

Quality Control

• The operational techniques and activities utilized to fulfill the requirements for quality Juran’s 3 steps to achieving:
• Evaluate actual operating performance
• Compare performance to goals
• Act of the difference

Quality Assurance

• All planned activity put into place within the quality program to provide assurance the quality will be fulfilled
• QA has a goal of satisfying quality requirements
• Needs implementation of building quality into a product - systematically within a documented quality system

This Entails;

• Quality of Design
• Quality of Conformance
• Quality of Performance
• Quality of Service
• Quality of design refers to how well a product or service is designed to meet current and future customer needs and add value to customer
• Stakeholders in any organization are owners, employees, society and customers

Quality Of Conformance

• Quality of conformance is consistency in delivering the designed product
• Product quality depends on the quality of all organizational process and how well a product conforms
• Quality of performance indicates the consistency in delivering the designed product
• Product quality depends on the quality of all organizational processes
• QA of service Selling does not end a business
• Quality of services increases/adds value to the the quality and product.

Quality Planning

• Is planning for quality of a product/service or a contract
• Requires quality objectives to be set and QA practices and resources to be properly sequenced
• To consistently meet customer requirements ensure Man, Machine, Material and Methods (4M’s) are properly utilized
• Establish objectives for all functions (suppliers, engineering, production, after-sales support, etc)
• Quality planning includes outlining objectives, QA/QC practice, needed resources and a proper QA sequence of activites

Quality Improvement

• The process for attaining unprecedented levels of performance, which are significantly better than the past.

Strategic Planning

Strategic planning is important for any business and involves making plans for:

• Business value
• Investment in machinery and equipment
• Manpower
• Budget
• Product diversification
• Markets served
• Strategies for profits
• According to ISO 9000 standards, quality management encompasses all actions of overall control which determine procedures for quality requirements

The Quality System

• The Organizational structure and processes needed to implement quality management entails these factors:
• Company’s objectives and policies for product quality
• Plan set up to meet goals
• Includes QA, QC, and methodology for improvement
• Organization builds quality into products with allocated and established resources to do so.
• Quality management must function with formalized procedures and training and resources.
• The term "Total Quality Control" was coined by Feigenbaum
• Meaning the concept is known by company Wide of Control (QWCQ), it's origin comes from Japan

Total Quality Management (TQM)

• TQM refers to essentially the Japanese way of Quality Management
• Tai-chi Ohno of Totota motors refined Just-in-time, meaning that nothings waits for anything
• By ensuring no wastage of machinery, materials, and manpower focuses on right scheduling inventory Requires perfect supplier/customer partnership

ISO 9000 Standards

• Released in 1987 to bring in system for quality in organizations and revised in 1994 and 2000.
• ISO 9000 advocates for TQM and continuous process improvement

Deming Awards for Quality

• The Japanese instituted a Quality Award in Deming’s name in 1951 Given to overseas companies who demonstrate quality.

Cost of Quality (COQ)

• Methodology for companies to use to what extend they use resources, to appraise quality prevention etc... of the organizations products
• The cost of Quality can be divided into four main categories:
  • Prevention
  • Appraisal
  • Internal failure
  • External failure
• Within the each categories there are numberous possible sources of cost related to quality costs, and poor quality.
• Applying to the cost of the organization can a business maintain customer satisfaction and profitiability

Main Costs

• Customer, returns, warranty charges, lost opportunities, costumer and rework
• Achieving standard can cause competitiveness in service that cause reduce costs!