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CHAPTER ONE INTRODUCTION TO QUALITYINTRDUCTIONWhat Is Quality?Different scholars give different interpretationsto 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

CONTI.Quality is fitness for purpose -but what doesthat mean? One commonly used definition of quality, which originated with one of the pioneers of quality control, Dr J. M. Juran, uses the idea of fitness for purpose. ExampleTake the case of a Jaguar car. One of the most important purposes of a Jaguar (or any other luxury car) is to impress other people.

For somebody running a business, for example, a Jaguar is intended to convey the message that the business is successful and profitable.

Conti.Crosby believes that it is Conformance to requirements or specification and reliability as a test of quality Once a specification is established, quality can be said to be a matter of ensuring conformance to specification.

The two serious weaknesses in this and in anyother definition, which is based on conformanceto a specification are:

1. It sets a level which is considered to be good enough, 2. It results in an emphasis on inspection. All the work goes into ensuring that nothing goes out of the specification.

Conti.QualityThe meaning of quality in fact, remains a term that is easily misunderstood. Some used the term to refer luxury and merit and some others to mean excellence and value. The term is also being used to qualify a quality product as superior in all aspects to others in its class.Quality is based up on customer actual experience with the product or service, measured against his requirements.

Conti.Quality is meeting customer requirements andthis has been expressed in many ways by thequality experts in the field:

Deming says that "Quality should be aimed at the needs of customer, present and future

British Standard, BS4778 explains it as The totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs

Conti.These views to quality refer to one way or the other, to the following 8 dimensions of quality i.e. the quality of a product can be evaluated in several ways.

It is often very important to differentiate these different dimensions of quality. Garvin (1987) provides an excellent discussion of eight components of dimensions of quality. We summarize key points concerning these dimensions of quality as follows: Performance, Reliability, Conformance, Durability, Serviceability,Features Aesthetic, and Perceived quality.

Conti.Performance (will the product do the intended job?)Potential customers 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?) Some product require some repair over their service time e.g automobiles, computers ,mobiles etc.For example, you should expect that an automobile will require occasional repair, but if the car requires frequent repair, we say that it is unreliable. it ensurs the ability to retain quality over a period of time.This is an industry in which the customers view of quality is greatly impacted by the reliable dimension of quality.

Conti.Durability (how long does the product last?)This is the effective service life of the product. Customers obviously want products that perform satisfactorily over a long period of time. Again, the automobile and major appliance industries are examples of business where this dimensions of quality is very important to most customers.

Serviceability (how easy is it to repair the product?)There are many industries where the customers view of quality is directly influenced by how quickly and economically a repair of routine maintenance activity can be accomplished.

Conti.Aesthetics (what does the product look like?)This is the visual appeal of the product, often taking into account factors such as style, color, shape, packaging alternatives, tactile characteristics, and other sensory features. For example, soft drink beverage manufacturers have relied on visual appeal of their packaging to differentiate their product from other competitors.Features (what does the product do?)Usually, customers associate high quality with products that have added features; that is those that have features beyond this basic performance of the competition. For example, your mobile has addition features such as memory,camera,radio,TV others mobiles did not have.

Conti.Perceived Quality (what is the reputation of the company or its product?) In many cases, customers rely on the past reputation of the company concerning quality of its products. This reputation is directly influenced by failures of the products that are highly visible to the public or that require product recalls, and by how the customer is reported. Example:if you make regular business trips using a particular airline,and the flight almost always arrives on time and the airline company does not lose or damage your luggage, you will probably prefer to fly on that carrier instead of its competitors.Conti.Conformance to standards (is the product made exactly as the designer intended?)We usually think of a high-quality product as one that exactly meets the requirements placed on it. For example, how well does the new battery on your mobile? Manufactured parts that do not exactly meet the designers requirements can cause significant quality problems when they are used as the components of a more complex assembly. And automobile consists of several thousand parts. If each one is just slightly too big or too small, many of the components will not fit together properly, and the vehicle (or its major subsystems) may not perform as the designer intended.

CONTI.

CONTI.WHAT IS THE SECRET BEHIND THE SUCCESS OF BUSINESS ORGANIZATIONS? CONTI.

Quality products & services Customer SatisfactionCustomer satisfaction SurvivalCustomer satisfaction CompetitivenessCustomer satisfaction Excellency Conti.A comprehensive definition of quality is that product or service which fulfills an aggregate requirement of customers, in all aspects, at present and in the future and which customerscan buy it. Thus the closer this conformation indicates the higher the degree of quality. We see from the foregoing discussion that quality is indeed a multifaceted entity. Consequently, a simple answer to questions such as what is quality? or what is quality improvement? is not easy. The traditional definition of quality is based on the viewpoint that products and service must meet the equipment of those who use them.

The Objective of Quality

The central objective of Quality is to eliminate waste by cutting manufacturing variance to the minimum. This is equally applicable to the manufacturing as well as to the service giving industries. Manufacturing variance can be generated throughout the whole closed loop of the company; Marketing. Engineering Purchasing Manufacturing Engineering Field service and Erection, therefore quality is not one department responsibilty,it is the responsibility of everyone.

The commitment starts with top manangement and spreads throughout the organization.the quality assurance team must evaluate and oversee each departments responsibility in producing a quality product or service. The following are some specific responsibility associated with the various departments or units with an organization.Conti.

Fig .responsibilities of different departments in the closed loop of a company to ensure quality Conti.Marketing Determines the needs and requirements of the customer. they supply the information on the price that the customers is willing to pay. data obtained here has an impact on the product quality design. means of obtaining information market surveys conducted via questionaires feedback from sales representatives customer complaintsConti.Product design and development(engineering) develop product specification determine the raw materials to be used decide on the performance characteristics of the productConti.A specification is the minimum requirement according to which a producer or service provider makes and delivers the product and service to the customer. In setting specification limits, the following should be considered:

The users and/or customers needsRequirements relating to product safety and health hazards provided for in the statutory and regulatory requirementsRequirements provided for national and/or international standardsThe competitors product specifications, in order to gain marketing advantages

Conti.In designing the product, the capacity of processes and machines should be kept in mind. It is also necessary to maintain a balance between cost and value realization. The clearer the specification, the better the possibility of creating and delivering quality products.The specifications and drawings produced by the designer should show the quality standard demanded by the customer or marketplace in clear and precise terms. Every dimension should have realistic tolerances and other performance requirements should have precise limits of acceptability so that the production team can manufacture the product strictly according to specification and drawings.

Conti.To achieve the above, those responsible for design, production and quality should be consulted from the sales negotiation stage onwards. The overall design of any product is made up of many individual characteristics. For example these may be:

Dimensions, such as length, diameter, thickness or area;Physical properties, such as weight, volume or strength;Electrical properties, such as resistance, voltage or current;Appearance, such as finish, color or texture;Functional qualities, such as output or kilometer per liter;Effects on service, such as taste, feel or noise level.

Manufacturing drawings and specifications are prepared by the designers and these should indicate to the production team precisely what quality is required and what raw materials should be used.

Conti.Purchasing

Obtains the raw materials and components for the product.it selects vendors whose products meet certain quality requirements.

Conti.Manufacturing engineering is responsible in determine the details of manufacturing process.After the design, including the manufacturing drawings, has been reviewed and finalized, it is time to plan for manufacture. This will include the following steps:Deciding on the method of manufacture. Providing the necessary machines, plant, tooling and other equipment for manufacturing processObtaining and training suitable operators.Planning inspection and shop floor quality control.

Conti.Manufacturing

is responsible for producing a quality product.

It must control the operations, process parameters, and operators performance to achieve the desired level of quality.Conti.Inspection and test

Is responsible for appraising the quality of incoming raw materials and components as well as the quality of the manufactured product or service.It also specifies the type of inspection devices to use and the procedures to follow to measure the quality characteristics of interest.Conti.Packaging and shipping concerns itself with how the product is packaged and transported to the customer.This function serves to protect the quality of the product during the process of storage and shipment.Conti.Field service and eraction (customer service) is responsible for installation,maintenance,and repair of products.Its purpose is to help the consumer get the most out of the product and to assist the customer when requested.This department conducts customer training programs about the product. And it deals with warranty cost and seeks feed backs from customers on their satisfaction level.

Conti.Quality Characteristics elements define the intended quality level of a product or service.Categorized intoStructural characteristics (length of the part,weight,strength,viscocity)Sensory Characteristics (taste of good food,smell,beauty of model)Time-oriented characteristics ( measures as a warranty, reliability and maintainability)Ethical characteristics ( include honesty,courtesy,friendliness)

QUALITY COSTMany organizations now formally evaluate the cost associated with quality. There are several reasons why the cost of quality should be explicitly considered in an organization. These include the following:1. The increase in the cost of quality because of the increase in the complexity of manufactured products associated with advances in technology2. Increasing awareness of life-cycle costs, including maintenance, spare parts, and the cost of field failures3. Quality engineers and managers can most effectively communicate quality issues in a way that management understands.

Conti.Every time work is redone, the cost of quality increases. Examples include:

The reworking of a manufactured itemThe retesting of rework product The rebuilding of a process

As a result, quality costs have emerged as a financial control tool for management and as an aid in identifying opportunities for reducing quality costs.

CONTI.Generally speaking, quality costs are those categories of costs that are associated with producing, identifying, avoiding, or repairing products that do not meet requirements. Many manufacturing and service organizations use four categories of quality costs: prevention costs, appraisal costs, internal failure costs, and external failure costs which are defined by American society of quality control (ASQC) (1971).Prevention costThe costs of all activities specifically designed to prevent poor quality in products or services (Broadly speaking, prevention costs are all costs incurred in an effort to make it right the first time.) such as:Quality planning Costs associated with the creation of the overall quality plan, the inspection plan, the reliability plan, the data system, and all specialized plans and activities of the quality-assurance function. the preparation of manuals and procedures used to communicate the quality plan; and the costs of auditing the system.

Conti.New products review cost incurred during design and development of new productProduct/process design. Costs incurred during the design of the product or the selection of the production processes that are intended to improve the overall quality of the product.Process controlThe cost of process-control techniques, such as control charts.Burn-inThe cost of preshipment operation of the product to prevent early-life failures in the field.TrainingThe cost of developing, preparing, implementing, operating, and maintaining formal training programs for quality.Conti.Quality data acquisition and analysis. The cost of running the quality data system to acquire data on product and process performance; also the cost of analyzing these data to identify problems. It includes the work of summarizing and publishing quality information for management.Appraisal costs are those costs associated with measuring, evaluating, or auditing products, components, and purchased materials to ensure conformance to the standards and performance requirements that have been imposed.Inspection and test of incoming materialCosts associated with the inspection and testing of all material.Product inspection and test The cost of checking the conformance of the product throughout its various stages of manufacturingConti.Materials and services consumed The cost of material and products consumed in a destructive test.Maintaining accuracy of test equipmentThe cost of operating a system that keeps the measuring instruments and equipment in calibration.Conti.Failure costs are costs resulting from products or services not conforming to requirements or customers needs .failure costs are divided into internal and external failure categories. Internal Failure Costs

Internal failure costs are incurred when products, components, materials, and services fail to meet quality requirements, and this failure is discovered prior to delivery of the product to the customer.Scarp: The net loss of labor, material, and overhead resulting from defective product that cannot economically be repaired or used.Conti.Rework: The cost of correcting nonconforming units so that they meet specifications.Retest:The cost of reinspection (retesting) of products that have undergone rework or other modifications.Failure analysis: The cost incurred to determine the causes of product failures.Downtime: The cost of idle production facilities that results from nonconformance to requirements.Downgrading/off-specing:The price differential between the normal selling price and any selling price that might be obtained for a product that does not meet the customers requirements.Conti.External failure costs occur when the product does not perform satisfactorily after it is delivered to the customer.Complaint adjustment : All costs of investigation and adjustment of justified complaints attributable to the nonconforming product.Returned product/material. All costs associated with receipt, handling, and replacement of the nonconforming product or material that is returned from the field.Warranty charges:All costs involved in service to customers under warranty contracts.QUALITY CONTROLThe Need for Total Quality ControlIf a defective product enters in the market, itwill cause:customer dissatisfaction,A customer who is satisfied with quality will tell 8 people about it; a dissatisfied customer will tell 22 (A.V. Feigenbaum, Quality Progress, February 1986, p. 27)

unnecessary expenditure for warranty, and Having a quality product increases market share, resulting in better profits

Conti.Quality control may generally be defined as a system that is used to maintain a desired level product or service.

This task may be achieved through different measures such as planning ,design, use of proper equipment and procedures,inspection,and taking corrective action in case a deviation is observed between the product,service,or process output and a specified standard.Conti.To produce products/services that consumerswill buy happily; Quality dimensions,Costs (i.e. sales price and profit), Delivery (i.e. production volumes and sales volumes), andSafety (including social and environmental factors) must be comprehensively controlled.

Conti. Methods of Quality control may be divided into three 1.off-line quality control

2.statistical process control

3.acceptance sampling Conti.Off-line quality control deals with measures to select and choose controllable product and process parameters in such a way that the deviation between the product or process output and the standard will be minimized. much this task is accomplished through the product and process design.The goal is to come up with a design within a constraints of resources and environmental parameters such that when production takes place, the out put meets the standard.The product and process parameters are set before production begins.Example. Design of experiment and Taguchi methodsConti.

Statistical process control involves comparing the output of a process or a service with a standard and taking remedial actions in case of a discrepancy between the two.It also involves determining whether a process can produce a product that meets desired specifications or requirements.On-line statistical process control means that information is gathered about the product,process,or service while it is functional. When the output differs from a determined norm, corrective actions on real-time is taken in that operational phase. conti.Acceptance sampling plans this branch of quality control deals with inspection of the product or service. When 100% inspection of all items is not feasible, a decision has to be made on how many items should be sampled or whether the batch should be sampled at all.

The information obtained from the sample is used to decide whether to accept or reject the entire batch or lot.Conti.Since real quality control can be achieved by marshalling all of a companys strengths, this kind of quality control is termed as Total Quality Control (TQC).

Implementing TQC requires the participation of all departments, the involvement of every employee at all levels and a comprehensive implementation of quality control.

Conti.TQC consists essentially of developing, controlling, and assuring the quality of products and services. However, we can expand the definition of TQC to mean improving the quality of everything, i.e. creating a high quality company; high quality man, machine, material and information.

QUALITY IMPROVEMENT TECHNIQUESQuality Improvement Quality improvement is the reduction of variability in processes and products.Alternatively, quality improvement is also seen as waste reduction.

The underlying concept of quality improvement techniques is to ensure, in a cost efficient manner, that the product shipped to customers meets their specifications.Conti.The P-D-S-A cycle, promoted by Deming, is the basis for continuous improvement.

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