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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