Quality Basics - Chapter 1

Quality Basics - Chapter 1

• Introduction: Vibrant, bold colors evoke strong emotions, and have a unique composition
• Quality Definitions: Quality is subjective; each person has their own definition. Quality has two meanings; (1) the characteristics of a product or service that satisfy needs; and (2) a product or service free of deficiencies.
• Defining Quality: Quality can vary depending on context and perspective. Recognizes individual or group preferences. However, lacks specificity and clear criteria.
• Objective-Based Definition: Measuring something against established requirements and standards. Quality is the degree to which a product, service, or process meets or exceeds established requirements and standards. Quality is determined objectively based on measurable attributes, like Six Sigma, TQM, and ISO standards.

Dimensions of Quality

• Product quality: examples are quality smartphone A and smartphone B. Smartphone A has a high-resolution camera a premium feel and design. Smartphone B has lower quality camera, but excels in battery life and is more affordable.
• Service Quality: excellent in-flight service with friendly attendants, responsive customer support, and punctual service (example airline X). Comparable service but with longer support response times and occasional flight delays (example airline Y).
• Process Quality: efficient production with fewer errors (Company X — low defect rates and lower production costs). Contrast with frequent delays and hiccups in operations—higher defect rates, and higher production costs; Company Y).
• Customer-Centric Quality
• Cost of Quality: balance between money saved by avoiding errors and defects and money spent on ensuring quality (Company X — investing in quality control measures, fewer defective products, and thus lower overall quality costs. Company Y — not emphasizing quality as much, often producing more products with defects).
• Continuous Improvement: focusing on efforts to constantly improve business operations
  • examples are restaurant x and restaurant Y. Restaurant x constantly improving offerings through regular adjustments to the menu and training for staff. In contrast, restaurant y maintains same approach, and doesn't actively seek customer feedback.

Quality Methodologies

• Six Sigma: a data-driven methodology that focuses on reducing defects and improving process efficiency. It generally uses a structured (DMAIC) approach (Define, Measure, Analyze, Improve, Control) to identify and remove root causes of defects and inefficiencies.

Evolution of Modern Quality

• Quality Control: use of specifications and inspection of completed parts. Proactively managing and monitoring the entire production process
• Walter Shewhart (statistical methods for monitoring and controlling quality)
• W. Edwards Deming (continuous improvement and building quality into systems)
• Statistical Quality Control (SQC): Collecting statistical data, analyzing it, and interpreting it to solve problems. It identifies variations and patterns in data. Using tools like Control charts, process capability analysis, and statistical sampling.
• Statistical Process Control (SPC): Preventing defects, using statistical methods to control and monitor the process, to keep them within established control limits and specifications using control charts, process capability studies, and statistical tools to track process performance

Quality Basics - Additional Notes

• Quality Specifications: Specifications state product or service characteristics in terms of a desired target value or dimension
• Tolerance Limits: Permissible changes allowed in the dimension, or a quality characteristic.
• Inspection: Activities to detect non-conformances; systematic examination to ensure final result matches the intended requirements.