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Chapter 1
Introduction to
Quality
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Outline
What is Quality?
What is Quality Control?
What is Statistical Process Control?
What is Acceptance Sampling?
What is Total Quality Management?
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Definitions of Quality
What is Quality?
Degree of excellence, or general
good qualities)
Relative nature, character, or
property
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Definitions of Quality-
Continued
What is Quality?
Quality is conformance to
requirements or specifications
(Crosby 1979)
Fitness for use (Juran 1988)
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Dimensions of Quality-
Continued
Transcendent definition: excellence
Product-based definition: quantities
of product attributes
User-based definition: fitness for
intended use
Value-based definition: quality vs.
price
Manufacturing-based definition:
conformance to specifications
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
The Dimensions of Quality
DIMENSION MEANING
Performance Primary product characteristics
Features Secondary characteristics
Conformance Meeting specifications or industry
standards
Reliability Consistency of performance over time
Durability Useful life
Service Resolution of problems and complaints
Response Human-to-human interface
Aesthetics Sensory characteristics
Reputation Past performance and other intangibles
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Quality Control
Use of activities or techniques to
achieve, sustain and improve the
quality of a good or service.
Identify the specifications
Design to meet the specifications
Production
Inspection (if conformed to specifications)
Review to revise the specifications
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Historical Review
During Middle Ages => Skilled craftsmanship
After Industrial Revolution => Specialization of
labor
After products become more complicated => Rise
of inspection and separate quality departments
Statistical methods at Bell System (Shewhart 1924)
Acceptance Sampling
The American Society for Quality (1946)
Deming (1950) Japanese Engineers
Juran (1954)
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Historical Review-Continued
First Quality Control Circles (1960)
1970-1980s -> US managers learn from
japanese
Total Quality Management (TQM)
Statistical Process Control (SPC)
Malcolm Baldrige National Quality Award (a measure
for TQM)
Taguchi (Design of Experiments= determination of
important parameters and their target values)
ISO 9000 (1990s)
Focus shifting to information technology
(2000s)
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Total Quality Management
Total Quality Management is the application of
quantitative methods and human resources to
improve all the processes within an organization
and exceed customer needs now and in the
future.
TQM has 6 basic concepts:
Leadership
Customer Satisfaction
Employee Involvement
Continuous Process Improvement
Supplier Partnership
Performance Measures
10
Besterfield: Quality Control, 8 ed..
th
2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Responsibility for Quality
Customer
Service Marketing
Quality
Packaging and Product Design
Storage Or Engineering
Service
Inspection
and Test Procurement
Process
Production Design
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Responsibility for Quality
Marketing
Help to evaluate the level of product
Design Engineering
Translate the customers requirements
Procurement
Responsible for procuring quality
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Responsibility for Quality
Process Design
Develops processes and procedures that
will produce a quality product/service
Production
Produce quality products and services
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Responsibility for Quality
Packaging and Storage
Preserve and protect the quality of the product
Service
Fully realizing the intended function of the
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Chief Executive Officer
The highest-ranking executive officer within a
company or corporation, who has responsibility
for overall management of its day-to-day affairs
under the supervision of the board of directors
Quality performances
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Computers & Quality Control
Can be programmed to perform complex
calculations, to control a process or test, to
analyze data, to write reports, and to recall
information on command
Benefits:
Information is stored in the computer and transmitted
efficiently to remote terminals
Information is provided to employee at the same time
the work assignment is given
Ability to quickly update or change the information
The probability of fewer errors
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Computers & Quality Control
Benefits:
Powerful tool to help in the improvement of
quality
The use of computers in quality is as
effective as the people who create the total
system
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Computers & Quality Control
Quality functions needs:
Data collection
reporting
Statistical analysis
Process control
System design
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Computers & Quality Control
Data collection:
The decision as to how much data to
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Computer & Quality Control
Data collection contd.:
Computers are well suited for the collection
of data
Faster data transmission, fewer errors, and
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Computers & Quality Control
Data analysis and reporting:
Quality info is stored in the computer for
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Computers & Quality Control
Data analysis and reporting contd.:
Data can be easily summarized
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Computers & Quality Control
Statistical analysis:
Use of Statistical packages
are error-free
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Computers & Quality Control
Statistical analysis
Benefits:
No more time-consuming manual
calculations
One-time problem
Process control
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Computers & Quality Control
Process control:
Computer programs control the sequence
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Computers & Quality Control
Process control contd.:
Computer numerically controlled (CNC)
More uniform startup and
shutdown
High productivity (less employees)
equipment
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Computers & Quality Control
Process control contd.:
Benefits contd.:
High productivity (less
employees)
Safer operation for personnel and
equipment
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Computers & Quality Control
Test and Inspection:
Automated test systems can be
Disadvantage:
High cost of the equipment
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Computers & Quality Control
Advantages of Test and
Inspection:
Besterfield: Quality Control, 8th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved
Computers & Quality Control
System Design:
The integration of the diverse