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Extracts from
The Management and Control of Quality & Operations Management
Early Quality
Egyptian Pyramids 1450 BC
Hieroglyphics show evidences of measurement tools and instruments. Stones for pyramids were cut so precisely that even today it is impossible to put a knife blade between the blocks
Job segmentation led into efficiency and specializations but new problems Quality assurance fell into the hands of inspectors
Crosby's prescription for quality improvement was a 14-step program. His belief was that a company that established a quality program will see savings returns that more than pays off the cost of the quality program ("quality is free"). Cost of Quality
Awards
Malcolm Baldridge award Singapore Quality Award Deming Prize Shingo Award
Standards
National Standards International Standards Industry standards Proprietary standards
Misconceptions
There are several misconceptions about quality
Misconception 1
Quality is expensive
Investment needed, not necessarily capital intensive Cost benefit Negative consequences far out weigh cost
Misconception 2
Quality is a luxury
Only considered important in the West
Misconception 3
Quality is difficult to implement
Misconception 4
Quality requires consumer awareness
Manufacturers can introduce quality and thus create awareness rather than the other way round
Misconception 5
Product / Service prices go up due to quality
Misconception 6
Product vs Process Three Aspects Quality. Quality of Design Quality of Conformance Quality of Performance
Misconception 7
Quality implemented by the QA department Entire organization needs to participate A whole new way of thinking
Misconception 8
Quality Assurance (QA) vs Quality Control (QC)
Misconception 9
Quality is introduced at the end
Misconception 10
Acceptance Vs Desirability Acceptance is following specs Desirability is following customers perceptions
Misconception 11
Quality is a one time process, once quality is implemented, the product/process will always be of good quality
Defining Quality
Judgmental Criteria Product based criteria User based Criteria Value based criteria Manufacturing based criteria