INTRODUCTION to QUALITY MANAGEMENT

PROF. SYAMSIR ABDUH, PhD

1 1

What is Quality ?
Performance to the standard expected by the customer (FedEx) Meeting the customers needs the first and every time (GSA) Providing our customers with products and services that consistently meet their needs and expectations (Boeing) Doing the right thing right the first time, always striving for improvement, and always satisfying the customer (USD)

What is Quality?

QUALITY (Conventional) Performance Reliability Easy for use Esthetics

QUALITY (Strategic)
Meeting the need of customers

Q-MATCH
Quality = Meets Agreed Terms and Changes

Quality Defined

Fitness for use (Juran) Conformance to specifications (Crosby) Loss to society (Taguchi) Predictable degree of uniformity (Deming) Totality of characteristics of an entity that bear on its ability to satisfy stated and implied needs (ISO: 84021994)

Two Components of Quality

Manufacturing Industries
Performance Reliability Durability Ease of use Serviceability Esthetics Availability of options & expandability Reputation

Service Industries
Accuracy Timeliness Completeness Friendliness & courtesy Anticipating customer needs Knowledge of server Appearance of facilities & personnel Reputation

Freedom from deficiencies

Product features

Product free of defects and errors at delivery, during Use, servicing

Service free of error during Original and future service transactions

Total Organization Performance

Efficiency Effectiveness

Innovation

Productivity

Profitability (Organizational Performance)

Quality

Quality of Working Life

Cost Reduction Strategy

Quality Improvement Cost Reduction Productivity Improvement Price Competitiveness Market Share Focus on Business Workforce Return on Investment

Profit

Attract Cust

Retain Cust

Enhance Relation

Value

Price

Overall Quality New Product Dev

Image

Sales Market

Product

Delivery

After Sales Support

Attributes

Attributes

Attributes

Attributes

Attributes

Quality Disciplines and Other Disciplines

Discipline
Finance Industrial Engineering Information technology Marketing research Operation management Operation research Organizational behavior Organizational Effectiveness Strategic planning System engineering Value engineering

Example of contribution
Measuring the cost of poor quality Design of integrated system Measurement, analysis, reporting Competitive standing on quality Management of integrated systems Analyzing product design alternative Understanding quality culture Satisfying the needs of both internal & external Quality as a means of achieving c.a Translating customer needs into p.f Analysis of essential functions needed by customer

Understanding Customer- Defined Quality

In a total quality, quality is defined by the customer The customer must be the organizations top priority. The organizations survival depends on the customer Reliable customers are the most important customers Customer satisfaction is ensured by producing high quality products

QUALITY EVOLUTION
1930 Shewart cycle
1985 Deming/ Crosby/ Juran
Current - Six sigma - Lean management

1950s Deming in Japan

Late 1980s TQM

1980 Quality circles

1990 Baldrige criteria

Future?
11 11

QUOTES ABOUT QUALITY

Its not enough to do your best. First you have to know
what to do. Then you can do your best. Dr. Edward Deming If you cant describe what you are doing as a process, you dont know what you are doing. Dr. Edward Deming It has been said that there will be two kinds of company in the future, companies which have implemented Total Quality and companies which are out of business John Cullen 12 12

QUESTIONS?

13 13