quality and operations management ms&e269 “product quality definitions”
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Quality and OperationsManagement
MS&E269
“Product Quality Definitions”
Coming at Product Quality from Different Sides
• Transcendent approach
• Product-based approach
• User-based approach
• Manufacturing-based approach
• Value-based approach
Dimensions of Quality
• Performance• Features• Reliability• Conformance• Durability• Serviceability• Aesthetics• Perceived Quality
Quality Definitions... from the Gurus
• Crosby: conformance to requirements• Feigenbaum: meeting customer expectation• Juran: fitness for use• Taguchi: loss imparted to society• ASQC: the totality of features and characteristics
of a product or service that bear on its ability to satisfy given needs
Strategic Importance of Quality Dimensions• Find the right (defensible) quality niche, some but
not all of the eight dimensions• Allows ‘voice of the customer’ to be heard• Quality dimensions need to be specified in terms
of product characteristics• Product characteristics need to be translated into
engineering characteristics• Quality decisions must be embedded in
operational control and management support
TQC versus CWQC (Dr. Kaoru Ishikawa)
• Total Quality Control (TQC)– system for integrating quality technologies into varied
functional (operational) departments to achieve customer satisfaction
– a.k.a. TQM, TQP, TQIP, etc
• Company-wide Quality Control (CWQC)– enterprise means to provide good / low cost products
dividing benefit among stakeholders while improving the quality of people’s lives
Seven Stages of CWQC
• Product inspection• Process control• System integration• Education and Training• Product (design) and process optimization• Quality loss function• Operationalize voice of customers (VOC)
Contrasting TQC and CWQC
Conformance to Specification
Voice of theCustomer
Prevention, appraisal, failure costs to org.
Loss to society
Audit product orservice
Audit the system and management
TQC CWQC
Definition of Quality
Cost of Quality
Management Approach
Evolution of Quality Control
0 %
100 %
(Japan: 1945 -->)
1950 1960 1970 1980 1990
ProductInspection
ProcessControl
Product / ProcessDesign
Yet Another Fad ?
“Every few months, our senior managers find a new
religion. One time it was quality, another it was
customer service, another it was flattening the
organization. We just hold our breath until they get
over it and things get back to normal.”
Strategic Manufacturing Focii• Cost / Efficiency• Quality• Differentiation
– features and functions
• Customer service– responsiveness, speed, dependability– support and maintenance
• Flexibility• Technical Prowess
– innovation, TTM– new product development
Complimentary Approaches
• Concurrent Engineering
• Design for Manufacturability
• Quality Function Deployment
• Total Quality Management
• Continuous Improvement
• Supply Chain Management
Design for Manufacturability
• A Product Design Philosophy• Design for X ...
– manufacturability
– assembly
– testability
– reliability
– durability
– serviceability
Product Design Concepts
• Rapid prototyping• Concurrent Engineering (CE)• Value Engineering (VE)• Modular Design• Component Part Reduction and Assembly
Simplification (Boothroyd-Dewhurst)• Postponement
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