Podcast
Questions and Answers
Quality is customer-based: Fitness for use, meeting customer _______
Quality is customer-based: Fitness for use, meeting customer _______
expectations
Quality is manufacturing-based: Conforming to design, specifications, or requirements. Having no ________
Quality is manufacturing-based: Conforming to design, specifications, or requirements. Having no ________
defects
The product has something that other similar products do not that adds _______
The product has something that other similar products do not that adds _______
value
TOTAL QUALITY MANAGEMENT (TQM) is a _______ oriented management philosophy and strategy
TOTAL QUALITY MANAGEMENT (TQM) is a _______ oriented management philosophy and strategy
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In a service industry, meeting customers and finding out their requirements is more challenging. Therefore, ability to satisfy customer depends on the quality of ______.
In a service industry, meeting customers and finding out their requirements is more challenging. Therefore, ability to satisfy customer depends on the quality of ______.
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How well the customer is received? How well the implied requirements are elucidated? How well the customer is treated/handled/satisfied? These are DIMENSIONS OF QUALITY ______.
How well the customer is received? How well the implied requirements are elucidated? How well the customer is treated/handled/satisfied? These are DIMENSIONS OF QUALITY ______.
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Quality of Service Design - since services are usually made to order, it is important that the service is designed as per the requirements of the specific customer. Quality of service design in turn depends on the quality of ______.
Quality of Service Design - since services are usually made to order, it is important that the service is designed as per the requirements of the specific customer. Quality of service design in turn depends on the quality of ______.
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Quality of Delivery - quality of delivery is important in any sector, but more crucial in case of services. Defects on delivery should be zero to satisfy the ______.
Quality of Delivery - quality of delivery is important in any sector, but more crucial in case of services. Defects on delivery should be zero to satisfy the ______.
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Timeliness - Delivery on schedule as per requirements of the customer is a must both in the product sector as well as in service sector. No customer likes waiting. Any anticipated delay in schedule should be communicated to customer well in ______.
Timeliness - Delivery on schedule as per requirements of the customer is a must both in the product sector as well as in service sector. No customer likes waiting. Any anticipated delay in schedule should be communicated to customer well in ______.
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A product or service should not only perform well but also appear attractive. Aesthetics may include but not limited to the appearance of the product, the finish, color, etc. These are Additional Attributes of ______.
A product or service should not only perform well but also appear attractive. Aesthetics may include but not limited to the appearance of the product, the finish, color, etc. These are Additional Attributes of ______.
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Dr. Kaoru Ishikawa made many contributions to quality, the most noteworthy being his total quality viewpoint, company wide quality control, his emphasis on the human side of quality, the Ishikawa diagram and the assembly and use of the “seven basic tools of quality”: – Pareto analysis – – – – – Cause and effect diagrams what causes the problems?Stratification how is the data made up?Check sheets how often it occurs or is done?Histograms what do overall variations look like?Scatter charts what are the relationships between factors?Process control charts which variations to control and how?– which are the big problems?BASIC TERMS RELATED TO QUALITY QUALITY CONTROL (QC) Quality Control or QC may be defined as: -The operational techniques and activities that are used to fulfill the requirements for _______.
Dr. Kaoru Ishikawa made many contributions to quality, the most noteworthy being his total quality viewpoint, company wide quality control, his emphasis on the human side of quality, the Ishikawa diagram and the assembly and use of the “seven basic tools of quality”: – Pareto analysis – – – – – Cause and effect diagrams what causes the problems?Stratification how is the data made up?Check sheets how often it occurs or is done?Histograms what do overall variations look like?Scatter charts what are the relationships between factors?Process control charts which variations to control and how?– which are the big problems?BASIC TERMS RELATED TO QUALITY QUALITY CONTROL (QC) Quality Control or QC may be defined as: -The operational techniques and activities that are used to fulfill the requirements for _______.
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Juran gives 3 steps of QC: 1. 2. 3. Evaluate actual operating performance Compare actual performance to goals Act on the _______.
Juran gives 3 steps of QC: 1. 2. 3. Evaluate actual operating performance Compare actual performance to goals Act on the _______.
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In simple terms, QC is inspection or appraisal of products and services to ensure that the stated requirements are _______.
In simple terms, QC is inspection or appraisal of products and services to ensure that the stated requirements are _______.
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Since it was found that QC was essential but not sufficient, Quality Assurance techniques were developed after the _______.
Since it was found that QC was essential but not sufficient, Quality Assurance techniques were developed after the _______.
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TOTAL QUALITY MANAGEMENT (TQM) is a _______ oriented management philosophy and strategy.
TOTAL QUALITY MANAGEMENT (TQM) is a _______ oriented management philosophy and strategy.
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Having no ________.
Having no ________.
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Feigenbaum was the originator of “total quality control”, often referred to as total quality.He defined it as: “An effective system for integrating quality development, quality maintenance and quality improvement efforts of the various groups within an organization, so as to enable production and service at the most economical levels that allow full customer ________”.
Feigenbaum was the originator of “total quality control”, often referred to as total quality.He defined it as: “An effective system for integrating quality development, quality maintenance and quality improvement efforts of the various groups within an organization, so as to enable production and service at the most economical levels that allow full customer ________”.
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He saw it as a business method and proposed three steps to quality: Quality leadership, Modern quality technology, Organizational ________.
He saw it as a business method and proposed three steps to quality: Quality leadership, Modern quality technology, Organizational ________.
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Philip Crosby- was Vice President of International Telephone and Telegraph (ITT).His absolutes of Quality are very relevant to TQM. Quality is conformance to requirements, nothing more or nothing less and certainly not ________ or elegance.
Philip Crosby- was Vice President of International Telephone and Telegraph (ITT).His absolutes of Quality are very relevant to TQM. Quality is conformance to requirements, nothing more or nothing less and certainly not ________ or elegance.
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Quality has to be achieved by prevention and not by ________.
Quality has to be achieved by prevention and not by ________.
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The performance standard must be zero defect and not something close to it.The measurement of quality is the price of nonconformance, i.e.how much the defects in design, manufacture, installation and service cost the company.It is not indexes, grade one or grade ________.
The performance standard must be zero defect and not something close to it.The measurement of quality is the price of nonconformance, i.e.how much the defects in design, manufacture, installation and service cost the company.It is not indexes, grade one or grade ________.
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Quality is conformance to requirements, nothing more or nothing less and certainly not ________ or elegance.
Quality is conformance to requirements, nothing more or nothing less and certainly not ________ or elegance.
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Regulatory requirements as stipulated by the local and federal governments should be fulfilled by the product or service. For instance, an automobile has to meet Euro II standards in respect of emission to minimize environmental pollution. Additional Attributes of Quality: 4. Requirements of Society - the products should fulfill both stated and implied requirements imposed by society. The customer should not violate society or regulatory requirements of society of a safe and healthy products. For instance, providing belts for persons sitting in the front seat in a car is a requirement of the society. Hence, the car manufacturer should provide belts for the passengers travelling in the front seat. Additional Attributes of Quality: 5. Conformance to Standards - products or service should conform to the stated and implied requirements of customers. Where applicable, they should conform to applicable standards such as national standards, international standards and industry standards. For instance, Electro-Magnetic Interference (EMI) from a PC should be within the limits prescribed by the corresponding standard. EVOLUTION OF QUALITY DR. WALTER A. SHEWHART (1891-1967) -worked in Western Electric Company and AT&T, USA. He advocated ______ (SQC) and Acceptable Quality Level (AQL). AQL is the foundation of today’s Six Sigma. He is considered to be the father figure of SQC, who developed control charts for quality assessment and improvement.
Regulatory requirements as stipulated by the local and federal governments should be fulfilled by the product or service. For instance, an automobile has to meet Euro II standards in respect of emission to minimize environmental pollution. Additional Attributes of Quality: 4. Requirements of Society - the products should fulfill both stated and implied requirements imposed by society. The customer should not violate society or regulatory requirements of society of a safe and healthy products. For instance, providing belts for persons sitting in the front seat in a car is a requirement of the society. Hence, the car manufacturer should provide belts for the passengers travelling in the front seat. Additional Attributes of Quality: 5. Conformance to Standards - products or service should conform to the stated and implied requirements of customers. Where applicable, they should conform to applicable standards such as national standards, international standards and industry standards. For instance, Electro-Magnetic Interference (EMI) from a PC should be within the limits prescribed by the corresponding standard. EVOLUTION OF QUALITY DR. WALTER A. SHEWHART (1891-1967) -worked in Western Electric Company and AT&T, USA. He advocated ______ (SQC) and Acceptable Quality Level (AQL). AQL is the foundation of today’s Six Sigma. He is considered to be the father figure of SQC, who developed control charts for quality assessment and improvement.
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Regulatory requirements as stipulated by the local and federal governments should be fulfilled by the product or service. For instance, an automobile has to meet Euro II standards in respect of emission to minimize environmental pollution. Additional Attributes of Quality: 4. Requirements of Society - the products should fulfill both stated and implied requirements imposed by society. The customer should not violate society or regulatory requirements of society of a safe and healthy products. For instance, providing belts for persons sitting in the front seat in a car is a requirement of the society. Hence, the car manufacturer should provide belts for the passengers travelling in the front seat. Additional Attributes of Quality: 5. Conformance to Standards - products or service should conform to the stated and implied requirements of customers. Where applicable, they should conform to applicable standards such as national standards, international standards and industry standards. For instance, Electro-Magnetic Interference (EMI) from a PC should be within the limits prescribed by the corresponding standard. EVOLUTION OF QUALITY DR. WALTER A. SHEWHART (1891-1967) -worked in Western Electric Company and AT&T, USA. He advocated Statistical Quality Control (SQC) and ______ (AQL). AQL is the foundation of today’s Six Sigma. He is considered to be the father figure of SQC, who developed control charts for quality assessment and improvement.
Regulatory requirements as stipulated by the local and federal governments should be fulfilled by the product or service. For instance, an automobile has to meet Euro II standards in respect of emission to minimize environmental pollution. Additional Attributes of Quality: 4. Requirements of Society - the products should fulfill both stated and implied requirements imposed by society. The customer should not violate society or regulatory requirements of society of a safe and healthy products. For instance, providing belts for persons sitting in the front seat in a car is a requirement of the society. Hence, the car manufacturer should provide belts for the passengers travelling in the front seat. Additional Attributes of Quality: 5. Conformance to Standards - products or service should conform to the stated and implied requirements of customers. Where applicable, they should conform to applicable standards such as national standards, international standards and industry standards. For instance, Electro-Magnetic Interference (EMI) from a PC should be within the limits prescribed by the corresponding standard. EVOLUTION OF QUALITY DR. WALTER A. SHEWHART (1891-1967) -worked in Western Electric Company and AT&T, USA. He advocated Statistical Quality Control (SQC) and ______ (AQL). AQL is the foundation of today’s Six Sigma. He is considered to be the father figure of SQC, who developed control charts for quality assessment and improvement.
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Regulatory requirements as stipulated by the local and federal governments should be fulfilled by the product or service. For instance, an automobile has to meet Euro II standards in respect of emission to minimize environmental pollution. Additional Attributes of Quality: 4. Requirements of Society - the products should fulfill both stated and implied requirements imposed by society. The customer should not violate society or regulatory requirements of society of a safe and healthy products. For instance, providing belts for persons sitting in the front seat in a car is a requirement of the society. Hence, the car manufacturer should provide belts for the passengers travelling in the front seat. Additional Attributes of Quality: 5. Conformance to Standards - products or service should conform to the stated and implied requirements of customers. Where applicable, they should conform to applicable standards such as national standards, international standards and industry standards. For instance, Electro-Magnetic Interference (EMI) from a PC should be within the limits prescribed by the corresponding standard. EVOLUTION OF QUALITY DR. WALTER A. SHEWHART (1891-1967) -worked in Western Electric Company and AT&T, USA. He advocated Statistical Quality Control (SQC) and Acceptable Quality Level (AQL). AQL is the foundation of today’s ______. He is considered to be the father figure of SQC, who developed control charts for quality assessment and improvement.
Regulatory requirements as stipulated by the local and federal governments should be fulfilled by the product or service. For instance, an automobile has to meet Euro II standards in respect of emission to minimize environmental pollution. Additional Attributes of Quality: 4. Requirements of Society - the products should fulfill both stated and implied requirements imposed by society. The customer should not violate society or regulatory requirements of society of a safe and healthy products. For instance, providing belts for persons sitting in the front seat in a car is a requirement of the society. Hence, the car manufacturer should provide belts for the passengers travelling in the front seat. Additional Attributes of Quality: 5. Conformance to Standards - products or service should conform to the stated and implied requirements of customers. Where applicable, they should conform to applicable standards such as national standards, international standards and industry standards. For instance, Electro-Magnetic Interference (EMI) from a PC should be within the limits prescribed by the corresponding standard. EVOLUTION OF QUALITY DR. WALTER A. SHEWHART (1891-1967) -worked in Western Electric Company and AT&T, USA. He advocated Statistical Quality Control (SQC) and Acceptable Quality Level (AQL). AQL is the foundation of today’s ______. He is considered to be the father figure of SQC, who developed control charts for quality assessment and improvement.
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Regulatory requirements as stipulated by the local and federal governments should be fulfilled by the product or service. For instance, an automobile has to meet Euro II standards in respect of emission to minimize environmental pollution. Additional Attributes of Quality: 4. Requirements of Society - the products should fulfill both stated and implied requirements imposed by society. The customer should not violate society or regulatory requirements of society of a safe and healthy products. For instance, providing belts for persons sitting in the front seat in a car is a requirement of the society. Hence, the car manufacturer should provide belts for the passengers travelling in the front seat. Additional Attributes of Quality: 5. Conformance to Standards - products or service should conform to the stated and implied requirements of customers. Where applicable, they should conform to applicable standards such as national standards, international standards and industry standards. For instance, Electro-Magnetic Interference (EMI) from a PC should be within the limits prescribed by the corresponding standard. EVOLUTION OF QUALITY DR. WALTER A. SHEWHART (1891-1967) -worked in Western Electric Company and AT&T, USA. He advocated Statistical Quality Control (SQC) and Acceptable Quality Level (AQL). AQL is the foundation of today’s Six Sigma. He is considered to be the father figure of SQC, who developed control charts for quality assessment and improvement.
Regulatory requirements as stipulated by the local and federal governments should be fulfilled by the product or service. For instance, an automobile has to meet Euro II standards in respect of emission to minimize environmental pollution. Additional Attributes of Quality: 4. Requirements of Society - the products should fulfill both stated and implied requirements imposed by society. The customer should not violate society or regulatory requirements of society of a safe and healthy products. For instance, providing belts for persons sitting in the front seat in a car is a requirement of the society. Hence, the car manufacturer should provide belts for the passengers travelling in the front seat. Additional Attributes of Quality: 5. Conformance to Standards - products or service should conform to the stated and implied requirements of customers. Where applicable, they should conform to applicable standards such as national standards, international standards and industry standards. For instance, Electro-Magnetic Interference (EMI) from a PC should be within the limits prescribed by the corresponding standard. EVOLUTION OF QUALITY DR. WALTER A. SHEWHART (1891-1967) -worked in Western Electric Company and AT&T, USA. He advocated Statistical Quality Control (SQC) and Acceptable Quality Level (AQL). AQL is the foundation of today’s Six Sigma. He is considered to be the father figure of SQC, who developed control charts for quality assessment and improvement.
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Regulatory requirements as stipulated by the local and federal governments should be fulfilled by the product or service. For instance, an automobile has to meet Euro II standards in respect of emission to minimize environmental pollution. Additional Attributes of Quality: 4. Requirements of Society - the products should fulfill both stated and implied requirements imposed by society. The customer should not violate society or regulatory requirements of society of a safe and healthy products. For instance, providing belts for persons sitting in the front seat in a car is a requirement of the society. Hence, the car manufacturer should provide belts for the passengers travelling in the front seat. Additional Attributes of Quality: 5. Conformance to Standards - products or service should conform to the stated and implied requirements of customers. Where applicable, they should conform to applicable standards such as national standards, international standards and industry standards. For instance, Electro-Magnetic Interference (EMI) from a PC should be within the limits prescribed by the corresponding standard. EVOLUTION OF QUALITY DR. WALTER A. SHEWHART (1891-1967) -worked in Western Electric Company and AT&T, USA. He advocated Statistical Quality Control (SQC) and Acceptable Quality Level (AQL). AQL is the foundation of today’s Six Sigma. He is considered to be the father figure of SQC, who developed control charts for quality assessment and improvement.
Regulatory requirements as stipulated by the local and federal governments should be fulfilled by the product or service. For instance, an automobile has to meet Euro II standards in respect of emission to minimize environmental pollution. Additional Attributes of Quality: 4. Requirements of Society - the products should fulfill both stated and implied requirements imposed by society. The customer should not violate society or regulatory requirements of society of a safe and healthy products. For instance, providing belts for persons sitting in the front seat in a car is a requirement of the society. Hence, the car manufacturer should provide belts for the passengers travelling in the front seat. Additional Attributes of Quality: 5. Conformance to Standards - products or service should conform to the stated and implied requirements of customers. Where applicable, they should conform to applicable standards such as national standards, international standards and industry standards. For instance, Electro-Magnetic Interference (EMI) from a PC should be within the limits prescribed by the corresponding standard. EVOLUTION OF QUALITY DR. WALTER A. SHEWHART (1891-1967) -worked in Western Electric Company and AT&T, USA. He advocated Statistical Quality Control (SQC) and Acceptable Quality Level (AQL). AQL is the foundation of today’s Six Sigma. He is considered to be the father figure of SQC, who developed control charts for quality assessment and improvement.
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Regulatory requirements as stipulated by the local and federal governments should be fulfilled by the product or service. For instance, an automobile has to meet Euro II standards in respect of emission to minimize environmental pollution. Additional Attributes of Quality: 4. Requirements of Society - the products should fulfill both stated and implied requirements imposed by society. The customer should not violate society or regulatory requirements of society of a safe and healthy products. For instance, providing belts for persons sitting in the front seat in a car is a requirement of the society. Hence, the car manufacturer should provide belts for the passengers travelling in the front seat. Additional Attributes of Quality: 5. Conformance to Standards - products or service should conform to the stated and implied requirements of customers. Where applicable, they should conform to applicable standards such as national standards, international standards and industry standards. For instance, Electro-Magnetic Interference (EMI) from a PC should be within the limits prescribed by the corresponding standard. EVOLUTION OF QUALITY DR. WALTER A. SHEWHART (1891-1967) -worked in Western Electric Company and AT&T, USA. He advocated Statistical Quality Control (SQC) and Acceptable Quality Level (AQL). AQL is the foundation of today’s Six Sigma. He is considered to be the father figure of SQC, who developed control charts for quality assessment and improvement.
Regulatory requirements as stipulated by the local and federal governments should be fulfilled by the product or service. For instance, an automobile has to meet Euro II standards in respect of emission to minimize environmental pollution. Additional Attributes of Quality: 4. Requirements of Society - the products should fulfill both stated and implied requirements imposed by society. The customer should not violate society or regulatory requirements of society of a safe and healthy products. For instance, providing belts for persons sitting in the front seat in a car is a requirement of the society. Hence, the car manufacturer should provide belts for the passengers travelling in the front seat. Additional Attributes of Quality: 5. Conformance to Standards - products or service should conform to the stated and implied requirements of customers. Where applicable, they should conform to applicable standards such as national standards, international standards and industry standards. For instance, Electro-Magnetic Interference (EMI) from a PC should be within the limits prescribed by the corresponding standard. EVOLUTION OF QUALITY DR. WALTER A. SHEWHART (1891-1967) -worked in Western Electric Company and AT&T, USA. He advocated Statistical Quality Control (SQC) and Acceptable Quality Level (AQL). AQL is the foundation of today’s Six Sigma. He is considered to be the father figure of SQC, who developed control charts for quality assessment and improvement.
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Study Notes
What is Quality?
- Quality means different things to different people, including:
- Customer-Based: fitness for use, meeting customer expectations
- Manufacturing-Based: conforming to design, specifications, or requirements, having no defects
- Product-Based: having something that other similar products do not, adding value
- Value-Based: the best combination of price and features
- Transcendent: something good, but unclear what it is
Total Quality Management (TQM)
- A customer-oriented management philosophy and strategy
- Centers on quality to achieve customer delight
- "Total" implies all members of the organization make consistent efforts for improvement
Dimensions of Quality
- Product Quality:
- Functionality
- Reliability
- Usability
- Maintainability
- Efficiency
- Service Quality:
- Receiving customers
- Elucidating implied requirements
- Treating and satisfying customers
- Service Quality Design:
- Designing services as per customer requirements
- Quality of Delivery:
- Zero defects in delivery
Additional Attributes of Quality
- Timeliness:
- Delivery on schedule as per customer requirements
- Aesthetics:
- Products or services should appear attractive
- Regulatory Requirements:
- Fulfilling local and federal government standards
- Requirements of Society:
- Fulfilling stated and implied social requirements
- Conformance to Standards:
- Conforming to national, international, and industry standards
Evolution of Quality
- Dr. Walter A. Shewhart:
- Advocated Statistical Quality Control (SQC) and Acceptable Quality Level (AQL)
- Developed control charts for quality assessment and improvement
- Feigenbaum:
- Introduced "total quality control"
- Defined it as integrating quality development, maintenance, and improvement
- Proposed three steps to quality: quality leadership, modern quality technology, and organizational commitment
- Philip Crosby:
- Introduced absolutes of Quality:
- Quality is conformance to requirements
- Quality is achieved by prevention, not appraisal
- Performance standard is zero defects
- Measurement of quality is the price of nonconformance
- Introduced absolutes of Quality:
- Dr. Kaoru Ishikawa:
- Contributed to total quality viewpoint and company-wide quality control
- Emphasized the human side of quality and developed the Ishikawa diagram
- Introduced the "seven basic tools of quality"
Basic Terms Related to Quality
- Quality Control (QC):
- Operational techniques and activities to fulfill quality requirements
- Evaluate actual operating performance, compare to goals, and act on the difference
- Inspection or appraisal of products and services to ensure stated requirements are fulfilled
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Description
Test your knowledge on regulatory requirements and additional attributes of quality, such as societal requirements, imposed by local and federal governments. Understand how products and services need to comply with standards to meet environmental and societal needs.
