12 Quality

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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

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