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Conformance to Specifications
How well the product or service meets the targets
and tolerances determined by its designers
Fitness for Use
Definition of quality that evaluates how well the
product performs for its intended use.
Value for Price Paid
Quality defined in terms of product or service
usefulness for the price paid.
Reid & Sanders, Operations Management Page 3
Wiley 2002
Defining Quality
Support Services
Quality defined in terms of the support provided
after the product or service is purchased
Psychological Criteria
A way of defining quality that focuses on
judgmental evaluations of what constitutes product
or service excellence.
Employee Empowerment:
Empower all employees to find quality problems
and correct them
Focus on internal & external customer needs:
External customers:
People who purchase the companys goods and services
Internal customers:
Other downstream employees who rely on preceding
employees to do their job
PDSA Cycle
Quality Function Deployment
Problem-solving tools
Voice of the
Engineer
In addition, QFD:
Provides for competitive evaluation
(benchmarks)
Considers design trade-offs & synergies
Facilitates target setting & developing
product specifications
Trade-offs
Technical
Targets Benchmarks
Reid & Sanders, Operations Management Page 20
Wiley 2002
Problem Solving Tools
Cause-and-Effect Diagrams
Flow Charts
Check Lists
Control Charts
Scatter Diagrams
Pareto Charts
Histograms
Reid & Sanders, Operations Management Page 21
Wiley 2002
Cause-and-Effect Diagrams
W. Edwards Deming
Joseph Juran
Phillip Crosby