Quality managementChapter One

Outline of the course

1- Introduction 2- Total Quality Management3- ISO 9000:2000 QMS4- Quality Control Techniques5- Implementation of Quality

Management

Chapter One

Introduction to Quality

Evolution of Quality

The Old Quality:• Technical• About products• Led by experts• For inspectors• About control• About specifications

The New quality:• Strategic• About organizations• Led by management• For everyone• About improvement• About customer satisfaction

Quality: Then and Now

Agriculture age

Improvement by

optimizing the parts

Systems age

Mass production

Machine age

”Product-oriented”

Production focus

Flexible production

Improvement by optimizing the

whole

“Process-oriented” Customer Focus

One kind of

production

The end of an age does not occur suddenly, rather one age fades into the next, and is characterized by people struggling with the problems of the age while using the tools, techniques and practices of the past age.

Transformation and performance improvement

Evolution of Quality

QC

Products

Process

Systems

QMQA

Evolution of Quality-(cont’d)

1950’s Inspection and QC. 1960’s Statistical Quality Control. 1970’s Quality Assurance – QA. 1980’s Total Quality Management. 1990’s Strategic Leadership. 2000’s Values Process.

1700-1900 Quality is largely determined by efforts of an individual craftsman.

1901 First standards laboratories established in Great Britain.

1915 -1919 WWI – British government begins a supplier certification program.

1919 Technical inspection association is formed in England: this later becomes Institute of QA.

1900 – 1930 Henry Ford developed mistake-proof assembly concepts, self-checking, and in process inspection.

Evolution of Quality-(cont’d)

1924 W.A shewhart introduces the control chart concept in a Bell Laboratories.

1928 Acceptance sampling methodology is developed and refined by H.F Dodge and H.G Romig.

1946-1949 Deming is invited to give SQC seminars to Japanese industry.

1948 G. Taguchi begins study and application of experimental design.

1950 Ishikawa introduces the cause & effect diagram.

Evolution of Quality-(cont’d)

1954 Joseph M.Juran is invited by the Japanese to lecture on quality management & improvement.

1960 The quality control circle concept is introduced in Japan by K. Ishikawa.

1961 National council for quality and productivity is formed in Great Britain.

1975-1978 quality circle grows to TQM movement. 1987 ISO publishes the first quality systems standard. 1989 The Journal of quality engineering appears. 1995 many undergraduate programs require SQC. 2000s ISO 9000:2000 standard is issued.

Quality Eras1. Inspection Era

Interchangeability of parts and Evenness or uniformity

2. Quality Control Era Statistical Control and acceptance sampling

3. Quality Assurance Era Total Quality control and ‘Zero defect’

4. Strategic Quality Management Era Customer focus and continuous

improvement

Quality

Fundamental Principles 1. Transcendent: Quality cannot

be defined, you know what it is.

2. Product Based: Amount of un-priced attributes contained in each unit of the priced attributes

Fundamental Principles (Cont)

3. User Based: Ability to satisfy wants and needs

4. Manufacturing based: Degree to which a specific product

conforms to a design or specification

5. Value added: Degree of excellence and control of variability at an

acceptable cost

Introduction

Quality, if it is introduced and managed correctly, will:

Eliminate waste;

Improve customer satisfaction; Lower cost; Increase productivity; Enhance profitability; and Increase competitiveness.

Introduction (cont’d)Quality is not a goal, which, once

reached, can be sustained without constant effort.

The ‘goalposts’ are always moving.

Competitors improve, suppliers slip, customer demands change and increase.

Quality must become the first objective for all managers at all times.

Introduction (cont’d)

Quality connotes different meaning to different people.Quality is degree of excellence. (Dictionary)Quality is fitness for use. (Juran)Quality is conformance to requirements / specifications. (Crosby)Quality should be aimed at the needs of the customer, present and future. (Deming)Quality is what the customer says it is.(Fegenbaum)

Introduction (cont’d)

Therefore different professionals give different interpretations to the term quality:

For engineers it is conformance to specifications,

For users it is fitness for use, For marketing it is the degree of

excellence at an acceptable price that will influence the market share.

For customer service a quality product is that with less customer complaint.

Introduction (cont’d)

A comprehensive definition of quality is that ‘product or service which fulfils an

aggregate requirement of customers, in all aspects, at present and in the future and

which customers can buy’

• Thus the closer this conformation indicates the higher the degree of quality.

Introduction (cont’d) British Standard, BS4778 explains quality as

“The totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs”.

These views to quality refer to one way or the other, to the following dimensions of quality:

Performance,Durability, Aesthetic,Perceived quality and

Reliability,Serviceability, Functionality, Conformance.

Introduction (cont’d) Performance : (Will the product do the intended

job?). Potential customer usually evaluate a product to

determine if it will perform certain specific functions and determine how well it performs them.

Reliability: (How often does the product fail?) Complex products, such as many appliances,

automobiles, etc will usually require some repair over their service life. We should expect that an automobile will require occasional repair, but if the car requires frequent repair, we say that it is unreliable.

Introduction (cont’d)

Durability: ( How long does the product last?). This is the effective service life of the product.

Customer obviously want products that perform satisfactorily over a long period of time.

Serviceability: (How easy is it to repair a product?).

There are many industries where the customer’s view of quality is directly influenced by how quickly and economically a repair or routine maintenance activity can be accomplished.

Introduction (cont’d) Aesthetics (What does the product look like?) This is the visual appeal of the product, often taking

into account factor such as style, color, shape, packaging alternatives, tactile characteristics, and other sensory features.

Features/Functionality: (What does the product do?)

Usually, customer associate high quality with products that have added features: that is, those that have features beyond the basic performance of the competition.

Introduction (cont’d)

Perceived quality: (What is the reputation of the company or its product?)

In many cases, customer rely on the past reputation of the company concerning quality of its products. This reputation is directly influenced by success or failures of the product that are highly visible to the public.

Conformance to standards: (Is the product made exactly as the designer intended it?)

We usually think of a high quality products as thoseexactly meeting the requirements placed on it.

Quality products & services Customer Satisfaction

Customer satisfaction Survival

Customer satisfaction Competitiveness

Customer satisfaction Excellency