Da Nang University of Economics

UNIT 15Managing Business Activities to Achieve

Results(MBAAR)

Quality

Agenda

• Quality systems• Quality control• Quality assurance• Total quality management• Managing and monitoring quality• Cost of quality

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QUALITY SYSTEMS

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Quality• Quality: the totality of features and

characteristics of a product or service which bears on its ability to meet stated or implied needs

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Quality

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Quality of Design

Quality of Conformance

Quality

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Product Design•Assess customer needs•Design a product to meat these needs•Involve suppliers, customers and manufacturing staff•Set product specification

Quality

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Product Design.. Why there are bumps on “5” key on your phone and “f” and “J” keys on your laptops?

Why “off” switch is downwards for circuit breakers?

Quality

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Product Design.. Future cell phones

Source: www.huffingtonpost.com

Quality

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Product Design.. Future cell phones

Source: www.huffingtonpost.com

Quality

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Process Design•Process must be designed to meet final product design specification•Design process while product is being designed•Set process limits

Quality

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Process Control:•Ensure that process produces a product according to product specifications•Keep the process within limits

Quality

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(1) Identify ALL Product Requirements needed by customers and designers.It can be in terms of:•Size•Weight•Material •Durability•Features, Functions, Conformance •EHS (Environment, Health and Safety)(2) Compare it with quality criteria and Reject/Accept some requirements: Finalize a new “requirements specification” Doc.

Quality systemsQuality system Includes:•Materials•Components•Type of machine used in:

– Design– Manufacturing– Packaging – Material handling– Testing– shipping

•Training and experience of production staff•Environmental conditions

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Quality systems

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Quality Manual

Main process& sub-processes

Quality Procedures

Work Instructions(for detail tasks)

Supporting Documents

Design Doc.Blueprints

ProcessFlowcharts

Checklists Forms Records

Quality systems

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Blueprints

Case study: The Coca-Cola1. Identify product requirement for Coca-cola.2. What quality systems can you identify in

Coca-Cola production?(Materials, technology, people, processes,

packaging, material handling, etc.

• Present in PPT: In group: • Max. 6-8 slides• On Friday

URL: http://www.youtube.com/watch?v=dVfUo6NzTKE16

Quality standards

• ISO classification include:– From ISO 1 – to ISO 80000

• ISO 9000 : Output quality management

• ISO 19001 : Environmental management

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Quality standards

ISO certificate process

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The quality hierarchy

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Total Quality Management

(TQM)

Quality Assurance(QA)

Quality Control(QC)

Inspection

Wider perspective (entire organisation)

Operational techniques Reduce costs of quality

Planned and systematic actions Make sure design is according

to specifications/ requirements (rules, policies, procedures, etc.)

Product inspection

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