Lecture 1

INSPECTION AND QUALITY CONTROL

What will we learn?

i)
ii)
iii)
iv)
v)
vi)
vii)

Introduction to inspection and quality

Why do we need quality?
Quality definitions by various perspectives.
Aspects of Qulaity(Quality of product, Quality of a service)
Dimensions of product quality.
Dimensions of service quality.
Difference Between Quality Assurance And Quality Control

Introduction
The rapidly increasing global competition over the past decade has led to the emergence
of new scenarios for most of the industrial sectors. The industries are now associated
with rapid technological changes and product variety proliferation in order to remain
competitive. The competitiveness of a company is mostly dependent on its ability to
perform well in dimensions such as cost, quality, delivery, dependability and speed,
innovation and flexibility to adapt itself to variations in demand.
Aiming at improving organizational performance through the effective use of production
capability and technology, operations strategy such as total quality management (TQM),
quality function deployment (QFD), six sigma, business process re-engineering (BPR), just
in time (JIT), benchmarking, performance measurement and many others are commonly
used. The concept of quality has evolved from mere specifications, controls, inspections,
systems, and methods for regulatory compliance to a harmonized relationship with
business strategies aimed at satisfying both the internal and external customer. Today,
quality and value are, first and above all, givens, and the customer expects them. Quality
in the successful organization is fully integrated into all of the business processes and is
an extension of everything else that has to happen along the path to success, both for
the company and for the people involved.
Quality Definition(s)
As Specified by Joseph Juran, Quality is the fitness of use i.e. it is the value of the goods
and services as perceived by the supplier, producer and customer. The measure also
pertains to the degree to which products and services conform to specifications,
requirements and standards at an acceptable price. Some of the definitions of the term
Quality', provided by quality gurus are as follows:

Quality is fitness for use (JURAN)

Quality is conformance to requirements (CROSBY)

The efficient production of the quality that the market expects (DEMING)

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Quality is what the customer says, it is (FEIGENBAUM)

Quality is the loss that a product costs to the society after being shipped to the
customer (TAGUCHI)

The totality of features and characteristics of a product or services that bear on its
ability to satisfy stated or implied needs of the customers (ASQC)

A quality system is the agreed on company wide and plant wide operating work
structure, documented in effective, integrated,

technical and managerial

procedures for guiding the co-coordinated actions of people, the machines, or the
information of company in the best and most practical ways to assume customer
quality satisfaction and economical costs of quality. (FEIGENBAUM)
Dimensions of Product Quality
As prescribed by Garvin, the eight dimensions of quality are:

Performance

Reliability

(how often the product fails?)

Durability

(how long the product lasts?)

Serviceability

Aesthetics

(what does the product look like?)

Features

(what does the product do?)

Perceived quality (what is the reputation of a company or its products?)

(will the product do the intended job?)

(how easy is to repair the produ ct?)

Dimensions of Service Quality

Reliability

Responsiveness

Competence

Courtesy

Communication

Credibility

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Security

Aspects of Quality characteristics

The three aspects of quality and their linkages with each other have been described
below:
I)

Quality of Design: Consumer's Perspective

The product must be designed to meet the requirement of the customer. The product
must be designed right first time and every time and while designing all aspects of
customer expectations must be incorporated into the product. The factors need to
consider while designing the product are:

Cost

Profit

policy

of

the

company

Demand

Availability of the parts

II)

Quality of Conformance: Manufacturer's Perspective

The product must be manufactured exactly as designed. The activities involved at this
stage include: defect finding, defect prevention, defect analysis, and rectification. The
difficulties encountered at the manufacturing stage must be conveyed to the designers
for modification in design, if any. The two-way communication between designer and
manufacturing may help to improve the quality of the product.
III)

Quality of Performance

The product must function as per the expectations of the customer. The two way
communication between designers and customer is the key to have a quality product.

Difference Between Quality Assurance And Quality Control

Quality Control: A part of quality management focused on fulfilling quality requirements.
The operational techniques and activities used to fulfill requirements for quality.
What: The activities or techniques used to achieve and maintain the product quality,
process and service.
How: Finding & eliminating causes of quality problems through tools & equipment so
that customers requirements are continually met.

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Quality Assurance: A part of quality management focused on providing confidence that
quality requirements will be fulfilled. All the planned and systematic activities
implemented within the quality system that can be demonstrated to provide confidence
that a product or service will fulfill requirements for quality.
What: Prevention of quality problems through planned and systematic activities
including documentation.
How: Establish a good quality management system and the assessment of its adequacy
& conformance audit of the operation system & the review of the system itself.
Quality Control

Product
Reactive
Line Function
Find the defects
Walk through
Testing
Inspection
Checkpoint Review

Quality Assurance
Process
Pro-active
Staff Function
Prevent the defects
Quality Audit
Defining Process
Selection of tools
Trainings