Quality Basics PDF

10/9/2024 Quality Basics Chapter 1 Introduction Vibrant, bold colors, evokes Classical and traditional styles, strong emotions and has a unique famous landscapes and historical c...

10/9/2024 Quality Basics Chapter 1 Introduction Vibrant, bold colors, evokes Classical and traditional styles, strong emotions and has a unique famous landscapes and historical composition scenes Quality, 5th ed. © 2010 Pearson Higher Education, Donna C. S. Summers 2 Upper Saddle River, NJ 07458. All Rights Reserved. 1  10/9/2024 Introduction Quality, 5th ed. © 2010 Pearson Higher Education, Donna C. S. Summers 3 Upper Saddle River, NJ 07458. All Rights Reserved. Defining Quality Quality can vary depending on context and perspective. Pros: Recognizes individual or group preferences. Cons: Lack of specificity and clear criteria. Quality, 5th ed. © 2010 Pearson Higher Education, Donna C. S. Summers 4 Upper Saddle River, NJ 07458. All Rights Reserved. 2  10/9/2024 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 determined objectively based on measurable attributes. Methodologies like Six Sigma, TQM, and ISO standards. Quality, 5th ed. © 2010 Pearson Higher Education, Donna C. S. Summers 5 Upper Saddle River, NJ 07458. All Rights Reserved. Dimensions of Quality Different dimensions of quality: Product Quality Service Quality Process Quality Good process quality means they Product Quality Continuous is about howisgood Improvement all Customer-Centric Customer-Centric make Service Cost things of smoothly Quality Quality Quality isisabout about how iswell without all tooa spending things- are about at doing getting betterwhat overthey're time.. Quality about many companymaking mistakes, theor a customers which person right amount. happy. can serves save you. supposed to do. Cost of Quality time and money. Continuous Improvement Quality, 5th ed. © 2010 Pearson Higher Education, Donna C. S. Summers 6 Upper Saddle River, NJ 07458. All Rights Reserved. 3  10/9/2024 Product Quality Smartphone A: o A high-resolution camera o It comes with a sleek and stylish design o The build quality is solid, giving it a premium feel. Smartphone B: o A lower-resolution camera but excels in battery life o Offers affordability and meets the needs of users. o The build quality, while not as premium as Smartphone A, is still reliable and functional. Quality, 5th ed. © 2010 Pearson Higher Education, Donna C. S. Summers 7 Upper Saddle River, NJ 07458. All Rights Reserved. Service Quality Airline X: o Excellent in-flight service and the flight attendants are friendly o Responsive customer support o Known for being punctual Airline Y: o Decent in-flight service, but it might not be as luxurious as Airline X's. o Longer customer support response time o Occasional flight delays Quality, 5th ed. © 2010 Pearson Higher Education, Donna C. S. Summers 8 Upper Saddle River, NJ 07458. All Rights Reserved. 4  10/9/2024 Process Quality How well a company's operations run and how efficient and error-free their production processes are. Company X: o Efficient production processes with fewer errors o Low defect rates o Lower production costs Company Y: o Frequent delays and hiccups in operations o Higher defect rates and rework o Higher production costs Quality, 5th ed. © 2010 Pearson Higher Education, Donna C. S. Summers 9 Upper Saddle River, NJ 07458. All Rights Reserved. Cost of Quality Example Balance between the money spent on ensuring quality and the money saved by avoiding errors and defects. Company X: o Investing in robust quality control measures o Fewer defective products and less rework o Lower overall cost of quality Company Y: o Doesn't emphasize quality control as much o Often produce products with defects o Higher overall cost of quality Quality, 5th ed. © 2010 Pearson Higher Education, Donna C. S. Summers 10 Upper Saddle River, NJ 07458. All Rights Reserved. 5  10/9/2024 Continuous Improvement Example Focusing on the efforts a business makes to get better over time. Restaurant X: o Committed to constantly improving its offerings. o Regular adjustments to their menu o Regular training sessions for the staff Restaurant Y: o Maintains the same menu and service approach o Do not actively seek feedback from customers o Infrequent staff training Quality, 5th ed. © 2010 Pearson Higher Education, Donna C. S. Summers 11 Upper Saddle River, NJ 07458. All Rights Reserved. Quality Basics Quality Definitions: American Society for Quality (ASQ) Quality: a subjective term for which each person has his or her own definition. In technical usage, quality can have two meanings: (1) the characteristics of a product or service that bear on its ability to satisfy stated or implied needs and (2) a product or service free of deficiencies. Quality, 5th ed. © 2010 Pearson Higher Education, Donna C. S. Summers 12 Upper Saddle River, NJ 07458. All Rights Reserved. 6  10/9/2024 Quality Definitions Dr. W. Edwards Deming Quality: non faulty systems. Deming's philosophy of continuous improvement Quality should be built into systems Dr. Joseph Juran Quality: Fitness for use. Meeting customer needs and expectations Philip Crosby Quality: conformance to requirements. Meeting established standards and specifications th Quality, 5 ed. © 2010 Pearson Higher Education, Donna C. S. Summers 13 Upper Saddle River, NJ 07458. All Rights Reserved. Quality Basics Quality is a customer determination which is based on the customer’s actual experience with the product or service, measured against his or her requirements—stated or unstated, conscious or merely sensed, technically operational or entirely subjective—always representing a moving target in a competitive market. Dr. Armand Feigenbaum (1920 - ) Quality, 5th ed. © 2010 Pearson Higher Education, Donna C. S. Summers 14 Upper Saddle River, NJ 07458. All Rights Reserved. 7  10/9/2024 Quality Basics Processes and Process Improvement A process takes inputs and performs value-added activities on those inputs to create an output. raw materials, product, service, information, or or deliverable resources Quality, 5th ed. © 2010 Pearson Higher Education, Donna C. S. Summers 15 Upper Saddle River, NJ 07458. All Rights Reserved. Quality Basics Variation: Variation is present in any natural process, no two products or occurrences are exactly alike. Bolt Manufacturing Material properties, machine variability, and human interactions Length of a bolt measures 49.8 mm Tolerance limits of ±1 mm Quality, 5th ed. © 2010 Pearson Higher Education, Donna C. S. Summers 16 Upper Saddle River, NJ 07458. All Rights Reserved. 8  10/9/2024 Quality Basics Specifications: Specifications state product or service characteristics in terms of a desired target value or dimension. Length precisely 50 millimeters Tolerance Limits: Tolerance limits show the permissible changes in the dimension of a quality characteristic. Quality, 5th ed. © 2010 Pearson Higher Education, Donna C. S. Summers 17 Upper Saddle River, NJ 07458. All Rights Reserved. The Evolution of Modern Quality Inspection: o Activities designed to detect or find non-conformances. o Systematic examination of the end result to ensure it aligns with the intended requirements. o Artisans and craftsmen Quality, 5th ed. © 2010 Pearson Higher Education, Donna C. S. Summers 18 Upper Saddle River, NJ 07458. All Rights Reserved. 9  10/9/2024 The Evolution of Modern Quality Quality Control o Use of specifications and inspection of completed parts, subassemblies, and products o Proactively manage and monitor the entire production process o Walter Shewhart: developing statistical methods to monitor and control quality during production (SPC) o W. Edwards Deming: continuous improvement and building quality into systems. Quality, 5th ed. © 2010 Pearson Higher Education, Donna C. S. Summers 19 Upper Saddle River, NJ 07458. All Rights Reserved. The Evolution of Modern Quality Statistical Quality Control (SQC) o Collecting statistical data, analyzing it, and interpreting it to solve problems. o Identify variations and patterns in data o Control charts, process capability analysis, and statistical sampling Quality, 5th ed. © 2010 Pearson Higher Education, Donna C. S. Summers 20 Upper Saddle River, NJ 07458. All Rights Reserved. 10  10/9/2024 The Evolution of Modern Quality Statistical Process Control (SPC): o Focuses on preventing defects o Statistical methods to control and monitor the processes o Maintain processes within established control limits and specifications o Control charts, process capability studies, and statistical tools to track process performance Quality, 5th ed. © 2010 Pearson Higher Education, Donna C. S. Summers 21 Upper Saddle River, NJ 07458. All Rights Reserved. The Evolution of Modern Quality SPC vs SQC Quality, 5th ed. © 2010 Pearson Higher Education, Donna C. S. Summers 22 Upper Saddle River, NJ 07458. All Rights Reserved. 11  10/9/2024 Quality Basics The Evolution of Modern Quality Total Quality Management is a management approach that places emphasis on continuous process and system improvement as a means of achieving customer satisfaction to ensure long-term company success. Continuous Improvement focuses on improving processes in order to enable companies to give customers what they want the first time, every time. Quality, 5th ed. © 2010 Pearson Higher Education, Donna C. S. Summers 23 Upper Saddle River, NJ 07458. All Rights Reserved. Quality Basics Quality Standards ISO 9000, TS 16949, etc. a set of international standards that provide guidelines for quality management systems. ISO 9000 is a family of standards that outline the criteria for a quality management system. TS 16949 is a quality management standard specifically for the automotive industry, aimed at improving product and process quality within the supply chain. Quality, 5th ed. © 2010 Pearson Higher Education, Donna C. S. Summers 24 Upper Saddle River, NJ 07458. All Rights Reserved. 12  10/9/2024 Quality Basics Quality Methodologies Six Sigma a data-driven methodology that focuses on reducing defects and improving process efficiency It follows a structured approach (usually the DMAIC process: Define, Measure, Analyze, Improve, Control) to identify and eliminate the root causes of defects or inefficiencies. Quality, 5th ed. © 2010 Pearson Higher Education, Donna C. S. Summers 25 Upper Saddle River, NJ 07458. All Rights Reserved. 13