Quality Basics

MEM 650 Agenda - Week 1
Administrative
Confirm class roster
Confirm meeting time
Review requirements
Attendance
Participation
Homework
Presentations
Discuss course
objectives/approach
Lecture/discussion
Chapter 1 Quality Basics
The Customer
Week 3 Assignments
Homework - Ch 1 - 9
Read - Ch 1
Presentations:
Organizing for
Quality
MEM 650 Quality Control
Quality Basics
Chapter One
Defining Quality
ASQ - quality is a subjective term for

which each person has his or her own
definition
Whats your definition?
Defining Quality
In technical usage, quality can have

two meanings:
the characteristics of a product or service

that bear on its ability to satisfy stated or
implied needs, and
a product or service free of deficiencies
Defining Quality - Gurus
Deming - non-faulty systems
Juran - fitness for use
Out of the Crisis

Quality Control Handbook
Crosby - conformance to
requirements
Quality is Free
Defining Quality- Different Views
Customers view (more subjective)
Producers view
the quality of the design (look, feel, function)

product does whats intended and lasts
conformance to requirements (Crosby)
costs of quality (prevention, scrap, warranty)
increasing conformance raises profits
Governments view
products should be safe

not harmful to environment
Stouts View
Quality =
Performance
Expectation
Value-based Approach
Manufacturing
dimensions
Performance
Features
Reliability
Conformance
Durability
Serviceability
Aesthetics
Perceived quality
Service dimensions
Reliability
Responsiveness
Assurance
Empathy
Tangibles
Our Textbook Definition
Armand Feigenbaum
author: Total Quality Control (1961)

quality is a customer determination based on
the customers actual experience with the
product or service, measured against his or her
requirements - stated or unstated, conscious or
merely sensed, technically operational or
entirely subjective - and always representing a
moving target in a competitive market.
Shift to Quality
Isolated
Economies
Focus on
quantity
Pre-World War II
Period of
change from
quantity to
quality
1945
Global
Economy
Focus on
quality
1990s
10
History of Quality Paradigms
Customer-craft quality paradigm:
Mass production and inspection quality paradigm:
design and build each product for a particular customer.

producer knows the customer directly.
focus on designing and building products for mass
consumption.
larger volumes will reduce costs and increases profits.
push products on the customer (limit choices).
quality is maintained by inspecting and detecting bad products.
TQM or Customer Driven Quality paradigm:
potential customers determine what to design and build.

higher quality will be obtained by preventing problems
11
Need for a New Strategy
Foreign markets have grown
Consumers are offered more choices
Import barriers and protection are not the

answer.
They have become more discriminating.
Consumers are more sophisticated
They demand new and better products.
12
Why Quality Improvement?
Global Competition
Economic and political boundaries are

slowly vanishing
The 1950s slogan Built by Americans for
Americans is very far from reality in the
2000s.
13
On the stroke of midnight on December

31, 1992, the United States will become the
second-largest economy in the world for the
first time in a century.
Quote from a 1990 Xerox quality conference .
More than corporate profits are at risk; the

challenge is to the American standard of
living.
14
It pays
Less rework, fewer mistakes, fewer
delays, and better use of time and
materials
In United States today, 15 to 20% of
the production costs are incurred in
finding and correcting mistakes.
15
How Do Organizations Compete?
Most common competitive measures:
Quality (both real and perceived)

Cost
Delivery (lead time and accuracy)
Other measures
safety,
employee morale,
product development (time-to-market, innovative
products)
16
Contrasting Approaches
Passive /
Reactive
Setting
acceptable
quality levels
Inspecting to
measure
compliance
Proactive / Preventive
Design quality in
products and processes
Identify sources of
variation (processes
and materials)
Monitor process
performance
17
The Quality Hierarchy

Total Quality
Management
Incorporates QA/QC activities

into company-wide system
aimed
at satisfying the customer
Quality Assurance
Actions to insure products or

services conform to company
requirements
Prevention
SPC
Quality Control
Detection
SQC
Inspection
Operational techniques to make

inspection more efficient and to
reduce the costs of quality.
Inspect products
18

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MEM 650 Agenda - Week 1

MEM 650 Quality Control

MEM 650 Quality Control

ASQ - quality is a subjective term for

MEM 650 Quality Control

In technical usage, quality can have

the characteristics of a product or service

MEM 650 Quality Control

Defining Quality - Gurus

Deming - non-faulty systems

Juran - fitness for use

Out of the Crisis

MEM 650 Quality Control

Defining Quality- Different Views

Customers view (more subjective)

the quality of the design (look, feel, function)

products should be safe

MEM 650 Quality Control

MEM 650 Quality Control

MEM 650 Quality Control

Our Textbook Definition

author: Total Quality Control (1961)

MEM 650 Quality Control

History of Quality Paradigms

Customer-craft quality paradigm:

Mass production and inspection quality paradigm:

design and build each product for a particular customer.

TQM or Customer Driven Quality paradigm:

potential customers determine what to design and build.

MEM 650 Quality Control

Need for a New Strategy

Foreign markets have grown

Consumers are offered more choices

Import barriers and protection are not the

Consumers are more sophisticated

They demand new and better products.

MEM 650 Quality Control

Why Quality Improvement?

Economic and political boundaries are

MEM 650 Quality Control

Why Quality Improvement?

On the stroke of midnight on December

Quote from a 1990 Xerox quality conference .

More than corporate profits are at risk; the

Why Quality Improvement?

MEM 650 Quality Control

How Do Organizations Compete?

Most common competitive measures:

Quality (both real and perceived)

MEM 650 Quality Control

MEM 650 Quality Control

The Quality Hierarchy

Incorporates QA/QC activities

Actions to insure products or

Operational techniques to make

MEM 650 Quality Control

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