Slide 1: QUALITY PART FOUR Chapter Nine
Introduction to Quality
Chapter Ten
Quality Control
Chapter Ten Supplement
Acceptance Sampling
Chapter Eleven
TQM and Quality Tools
Chapter 9 : Chapter 9 Introduction to Quality
Quality Management : Quality Management What does the term quality mean?
Quality is the ability of a product or service to consistently meet or exceed customer expectations.
Dimensions of Quality : Dimensions of Quality Performance - main characteristics of the product/service
Aesthetics - appearance, feel, smell, taste
Special features - extra characteristics
Conformance - how well product/service conforms to customer’s expectations
Safety - Risk of injury
Reliability - consistency of performance
Dimensions of Quality (Cont’d) : Dimensions of Quality (Cont’d) Durability - useful life of the product/service
Perceived Quality - indirect evaluation of quality (e.g. reputation)
Service after sale - handling of customer complaints or checking on customer satisfaction
Examples of Quality Dimensions : Examples of Quality Dimensions Table 9-1
Examples of Quality Dimensions (Cont’d) : Examples of Quality Dimensions (Cont’d) Table 9-1
Determinants of Quality : Determinants of Quality
The Consequences of Poor Quality : The Consequences of Poor Quality Loss of business
Liability
Productivity
Costs
Responsibility for Quality : Top management
Design
Procurement
Production/operations
Quality assurance
Packaging and shipping
Marketing and sales
Customer service Responsibility for Quality
Costs of Quality : Costs of Quality Failure Costs - costs incurred by defective parts/products or faulty services.
Internal Failure Costs
Costs incurred to fix problems that are detected before the product/service is delivered to the customer.
External Failure Costs
All costs incurred to fix problems that are detected after the product/service is delivered to the customer.
Costs of Quality (continued) : Costs of Quality (continued) Appraisal Costs
All product and/or service inspection costs.
Prevention Costs
All TQ training, TQ planning, customer assessment, process control, and quality improvement costs to prevent defects from occurring
Ethics and Quality : Substandard work
Defective products
Substandard service
Poor designs
Shoddy workmanship
Substandard parts and materials Ethics and Quality Having knowledge of this and failing to correct
and report it in a timely manner is unethical.
Key Contributors to Quality Management : Key Contributors to Quality Management Table 9-6
Quality Awards : Quality Awards Baldrige Award Deming Prize
Malcolm Baldrige National Quality Award : Malcolm Baldrige National Quality Award 1.0 Leadership
2.0 Strategic Planning
3.0 Customer and Market Focus
4.0 Information and Analysis
5.0 Human Resource Development and Management
6.0 Process Management
7.0 Business Results Table 9-7
The Deming Prize : The Deming Prize Honoring W. Edwards Deming
Japan’s highly coveted award
Main focus on statistical quality control
Quality Certification : Quality Certification ISO 9000
Set of international standards on quality management and Quality assurance, critical to international Business
ISO 9000 series standards, briefly, require firms to document their quality-control systems at every step (incoming raw materials, product design, in-process monitoring and so forth) so that they’ll be able to identify those areas that are causing quality problems and correct them.
The ISO 9000 Series Standards : The ISO 9000 Series Standards ISO 9000 requires companies to document everything they do that affects the quality of goods and services.
Hierarchical approach to documentation of the Quality Management System
ISO 9000 Series : ISO 9000 Series Table 9-7
ISO 10000 Series : ISO 10000 Series
ISO 9000 Registration Process : ISO 9000 Registration Process When an organization feels that its quality system is good enough, it may ask an accredited registrar or other third party audit team for pre-assessment.
ISO 9000 Registration Process : ISO 9000 Registration Process The final audit begins with a review of the company's quality manual, which the accredited registrar or third party audit team typically uses as its guide. The audit team checks to see that the documented quality system meets the requirement of ISO 9000 and that the organization is practicing what is documented.
ISO 9000 Registration Process : ISO 9000 Registration Process When the registrar is satisfied with the favorable recommendation of the audit team, it grants registration and issues a registration document to the company.
ISO 14000 : ISO 14000 - A set of international standards for assessing a company’s environmental performance
Standards in three major areas
Management systems
Operations
Environmental systems ISO 14000
ISO 14000 : Management systems
Systems development and integration of environmental responsibilities into business planning
Operations
Consumption of natural resources and energy
Environmental systems
Measuring, assessing and managing emissions, effluents, and other waste ISO 14000