6 Introduction
6 Introduction
Introduction
What Is Quality?
2-2
What Is Quality: Customer’s Perspective
• Quality of design
• designing the required quality characteristics
into a product or service
2-3
Dimensions of Quality: Manufactured
Products
• Performance
• basic operating characteristics of a product; how well
a car handles its gas mileage
• Reliability
• probability that a product will operate properly within
an expected time frame; that is, a TV will work without
repair for about seven years
• Durability
• how long product lasts before replacement; L. L. Bean
boots (a type of shoes) may last a lifetime
• Serviceability
• ease of getting repairs, speed of repairs, courtesy and
competence of repair person 2-4
Dimensions of Quality: Manufactured
Products
• Aesthetics
• how a product looks, feels, sounds, smells, or tastes
• Features
• “extra” items added to basic features, such as a stereo
CD or a leather interior in a car
• Conformance to standard
• degree to which a product meets pre–established
standards
• Perceived quality
• customer's perception of the overall quality of a
product or service with respect to its intended purpose,
relative to alternatives.
2-5
What Is Quality: Producer’s Perspective
• Quality of conformance
• making sure product or service is produced
according to design
• if new tires do not conform to specifications, they
will wobble (an unsteady movement from side to
side)
• if a hotel room is not clean when a guest checks
in, hotel is not functioning according to
specifications of its design
2-6
What Is Quality: A Final Perspective
• Producer’s perspective:
• production process (conformance to specification) and
COST
• Customer’s perspective:
• quality of design (quality characteristics) and PRICE
2-8
What Is Quality: Modern definition
Example-
2-9
Meaning of Quality Improvement
• Quality Improvement
Quality improvement is the reduction of
variability in processes and products.
2-10
Quality Engineering
2-11
Quality Characteristics
Quality Characteristics
2-12
Quality Engineering Terminology
2-13
Quality Engineering Terminology
• Specifications
Quality characteristics being measured are
often compared to standards or specifications.
2-14
Quality Engineering Terminology
2-15
A Brief History of Quality Engineering and
Improvement
2-17
A Brief History of Quality Engineering and
Improvement
2-18
A Brief History of Quality Engineering and
Improvement
2-19
Statistical Methods for Quality Engineering
and Improvement
• Acceptance sampling
2-20
Statistical Methods for Quality Control and
Improvement
2-21
Statistical Methods for Quality Control and
Improvement
Design of Experiments
• Experimental design is an approach to
systematically varying the controllable input
factors in the process and determine the effect
these factors have on the output responses.
2-22
Statistical Methods for Quality Control and
Improvement
Acceptance Sampling
• Acceptance sampling is the inspection and
classification of a sample of the product selected
at random from a larger batch or lot and the
ultimate decision about disposition of the lot.
• Two types:
1. Outgoing inspection - follows production
2. Incoming inspection - before use in
production
2-23
Quality Costs
2-24
Cost of Quality
2-25