QUALITY

WHA T IS QUALITY ?WHO DETERMINES QUALITYWHO CREAT QUALITYHOW ARE CUSTOMERS SATISFIED ?

A SURVEY OVER 3000 CONSUMERS IN US, GERMANY, JAPAN (ASQC & GALLUP ORGANIZATION) , DRIVING FORCE :PERFORMANCE (FUNCTION, FORM, FIT)PRICEREPUTATION

MARKET SHARE is a critical factor in business success

A FUNDAMENTAL UNDESTANDING OF QUALITY IS ESSENTIAL TO COMPETE EFFECTIVELY IN TODAY’S INTERNATIONAL MARKETS

CONCEPT OF QUALITY :

1. A PHYSICAL OR NONPHYSICAL CHARACTERISTIC THAT CONSTITUTES THE BASIC NATURE OF A THING OR IS ONE OF ITS DISTINGUISHING FEATURES (WEBSTER’S DICTIONARY)

2. THE CHARACTERISTIC WHICH DISTINGUISHES ONE ARTICLE FROM ANOTHER (RADFORD)

3. FITNESS FOR USE (JURAN)

4. CONFORMANCE TO REQUIREMENT (CROSBY)

5. THE TOTAL COMPOSITE CHARACTERISTICS OF MARKETING, ENGINEERING, MANUFACTURE AND MAINTENANCE THROUGH WHICH THE PRODUCT AND SERVICE IN USE WILL MEET THE EXPECTATION OF THE CUSTOMER (FEIGENBAUM)

6. TOTALLY OF FEATURES AND CHARACTERISTICS OF A PRODUCT OR SERVICE THAT BEAR ON ITS ABILITY TO SATISFY STATED OR IMPLIED NEEDS (ISO 9000)

QA AND QC ADDRESS THE MEANS OF PRODUCING QUALITY PRODUCTS

QA : to assure quality so that the customer can buy it with confidence and use it for a large period of time with confidence and satisfaction (Ishikawa)

QA : all those planned and systematic action necessary to provide adequate confidence that a product or service will satisfy given requirements for quality (ISO 9000)

QC : a system of means whereby the qualities of products or services are produced economically to meet the requirements of the purchaser (Japan Industrial Standards)

QC : the operational techniques and activities which sustain a quality of product or service that will satisfy given needs (American National Standards Institute)

TQC : an effective system for integrating the quality-development, quality maintenance, and quality-improvement efforts of various groups in an organization so as to enable marketing, engineering, production and service at the most economical levels which allow for full customer satisfaction (Feigenbaum)

TQM : both a philosophy and a set of guiding principles that represent the foundation of a continuously improving organization. TQM integrates fundamental management techniques, existing improvement efforts, and technical tools under a disciplined approach focused on continuous improvement (US Department of Defense)

Customer : anyone who receives or is affected by the product or process

Product : generic sense to refer to both goods and services in the context of both for-profit and not-profit organization

Fundamental elements of the science of quality :a. The experience of quality (a function of the fulfillment of human

needs and expectations/benefit and burdens most apparent to internal and external customers)

b. The creation of quality (through 8 fundamental processes : definition, design, development, production, delivery, sales and customer service, use, and disposal)

RESPONSE TO QUALITY DEMANDS : proactivity and reactivity

Quality systemQuality transformationSeven new Japanese toolsQuality planning and quality function deploymentBlock diagrams and flowchartsSeven old Japanese tools

Benchmarking studiesFailure mode and effects analysisFault trees, event trees and goal treesReliability, maintainability, availability modeling and analysis

Experimental design and analysisFractional factorial & Taguchi experimental design and analysisRegression analysis and response surfacesPerformance and life testing and analysis

Statistical control chartsCapability studiesGauge studiesAcceptance sampling