Quality-Related Concepts and Systems Quiz

Quality-Related Concepts and Quality Systems

• Quality is defined in various ways
• Webster's Dictionary: Degree of excellence
• Turkish Language Association Dictionary: Qualification
• Dr. Juran: Fitness for use
• Dr. Deming: Meeting customer current and future needs
• Development engineer: Superior design
• Manufacturing engineer: Fitness for a particular design
• Quality is the degree of suitability for a purpose
• Purpose is determined by customer needs and payment possibilities

Factors Used to Determine the Quality Level of a Product

• Market quality: Degree a product meets needs of a specific consumer group
• Design quality: Degree a product meets potential needs of all consumers
• Conformity quality: Degree product quality at manufacture conforms to design
• Consumer preference: Degree a product is preferred over equivalent products

Factors Used to Determine Quality Level of a Product (Continued)

• Sensory properties: appearance, texture, flavor of food products
• Quality characteristics of food products
• Safe use periods (shelf-life) of food products
• Design and manufacturing costs
• Production methods and possibilities
• Service requirements and costs

Definition of Quality

• Quality is the sum of characteristics of a product or service
• A product or service is the result of an activity or process
• Needs usually have characteristics within specified criteria (specifications)
• Needs include usability, safety, availability, reliability, maintainability, economy and environmental aspects
• Quality is generally viewed as a perfect product/service that meets or exceeds expectations
• Expectations are based on intended use and price

Quality Formula

• Q = P/E
  • Q = Quality
  • P = Performance
  • E = Expectations
• If Q ≥ 1, customer expectations are met and quality is good.

Dimensions of Quality

• Performance: Primary product characteristics
• Features: Secondary characteristics
• Conformance: Meeting specifications/industry standards
• Reliability: Consistency of performance over time (shelf-life)
• Durability: Useful life, including repair
• Service: Customer service resolution of problems/complaints
• Response: Human interaction with interface (e.g., courtesy of dealer)
• Aesthetics: Sensory characteristics
• Reputation: Past performance

Design Quality

• Design quality is developed alongside product characteristics/performance
• Determining the best design quality involves finding the optimum point between consumer value and manufacturer cost

Quality of Conformance

• Quality of conformance shows the degree of compliance with specifications during production
• Measured as the percentage of defective goods
• Quality control effectiveness increases, defective parts decrease, costs decrease

Historical Development of the Understanding of Quality

• Stages show evolution from operator to foreman to inspection and then statistical quality control and total quality management
• Timeline: 1900,1918,1937,1960,1980 (dates of quality control stage development)

Why Was Total Quality Control Necessary?

• In earlier stages only final products were controlled, no solutions to change quality
• Quality issues were hard to resolve and products often didn't meet market demands
• The total quality control system started at the raw material level to customer satisfaction

Total Quality Management System (TQM)

• After 1980, TQM replaced total quality control, better representing approach
• Company-wide system, everyone from general manager to employees responsible for quality of activities
• TQM is participatory, involving employees in management, problem-solving, and suggesting improvements.
• TQM is a group effort; education of employees is critical.

Total Quality Management System (Continued)

• Focuses on consumer needs and meeting and exceeding expectations
• TQM is consumer-oriented, needing to provide service in line with consumer needs
• Aims to improve efficiency while reducing costs
• TQM is a philosophy requiring a cultural change

Total Quality Management System (Continued)

• The TQM system values people as the most important element of the organization
• TQM results from the desires/wishes of employees in their jobs
• People are the main element that brings benefits to the organizations
• Improvement requires environmental-education services and proper management.

Total Quality Management System (Continued)

• Within TQM, Quality is everyone's responsibility despite the interaction of many talents being vital.
• Management needs statistical thinking and process control tools

ISO 9000 Quality Assurance Standards

• The standard series dates include 1987, 1991, 1994, 2000, 2009, and 2011
• ISO 9000 standards not designed for product quality but rather for quality management systems
• Standards are applicable across various sectors: defense, aviation, medical devices, automotive, and nuclear facilities.
• ISO9000 standards were the tools used as a model applied at an international level.
• They were used as models for quality system certifications and were used as a condition of the contract.

Benefits of Using ISO 9000 Standards

• Effective management systems
• Defined responsibilities and authorities
• Extensive monitoring and control activities
• Optimized company structure and process integrity
• Increased efficiency of processes
• Improved utilization of time, materials, people, and systems
• Enhanced communication
• Documented systems (with educational tools)
• Enhanced relationships with consumers and suppliers
• The ISO 9000 series of standards include four basic standards. These are the fundamentals and vocabulary, the requirements, the quality of the organization's guidance, and the guidelines for auditing management systems.

TS-EN-ISO 9001:2015 Quality Management Systems-Requirements

• ISO 9001 is an international certification standard for quality management systems
• Contains conditions that an organization must meet to gain certification
• Aims to evaluate quality systems of organizations
• Aims to optimize the quality of the product/service and is applicable across various types, sizes and product categories.

TS-EN-ISO 9001:2015 Quality Management Principles

• Customer focus - understand and meet customer needs
• Leadership - organize, direct & determine the unity of direction/purpose
• Engagement of people - value employees' contributions
• Relationship management
• Evidence-based decision making
• Process approach
• Improvement

PDCA Cycle

• Encourages the process approach in the establishment, implementation, and improvement of quality management
• Includes definition of processes, management, and interaction of the process system together with the interactions
• Achieved by using a risk-based thinking PDCA cycle

ISO 22000:2018 Food Safety Management System

• Implementation of a preventive system for organizations
• Developed to prevent consumers from foodborne illnesses (keeping all processes in the food chain under control)
• Covers infrastructure, personnel, and equipment
• Includes considerations such as production control, product control, equipment control, maintenance and general hygiene, personnel and visitor hygiene, and other relevant issues