By

Dr. Ramdziah Md.Nasir

Lecture 1: Introduction to Quality

Photo by CIMMYT - Creative Commons Attribution-NonCommercial-ShareAlike License https://www.flickr.com/photos/44760652@N05 Created with Haiku Deck
 Quality
What is Quality?
What is your definition of Quality?
Why Quality?
How to measure Quality?
How to achieve Quality?

Quality Control
What is Quality Control?
Why Quality Control?
What are the tools of Quality Control?
Quality is..
Conformance to specifications
Fitness for use/consumption
The very best in its class
Excellent
Exceeding expectations customer feels
specials
Total customer satisfaction

There are many ways people look at quality and

therefore it can be defined in various ways which
can be real or perceived values
Quality as they view it
Customers View
The quality of the design (look, feel, function)
Product is functioning as intended and it lasts
Extra values in product customer feels special
Manufacturers View
Conformance to requirements
Cost of achieving quality (prevention, scrap, warranty)
Increasing conformance increases profit
Governments View
Product is safe for the public
Product is not harmful to the environment

Whats your definition of Q?

Dimensions of Quality
Products Services
- Performance - Reliability
- Features - Responsiveness
- Reliability - Accurate
- Conformance - Assurance
- Durability - Correct
- Serviceability - Emphaty
- Aesthetics - Trustworthy
- Perceived quality - Warranty
 Why Quality? Its Importance
Survival of an Organization in global
competition
It costs to correct mistakes/defects, to regain
customers, to remain competitive. In the US
today, 15% - 20% of production costs are
incurred in finding and correcting mistakes
It affects the peoples standard of living
(public health, safety, thereby has legal
implications)
How do organizations compete?
Quality (high quality)
Cost (low cost)
Delivery (time, accuracy)
Other measures
Safety
Employee morale
Product development (innovative, time to market)
Socially/environmentally responsible
Quality in todays global competition

Need for new strategy. Why?

Borderless market import barriers and
protection can no longer isolate an organization
from the outside world.
Consumers become increasingly sophisticated
Demand new and better products/services
Consumers are offered much more choices
Becoming more discriminating (choosy).
Quality Indicators

Customers feedbacks
Rate of defects, non-conformity (in-house)
Requires statistical tools to look at the process
 Quality Indicators
Many agrees that the ultimate true quality indicators is the
customers wants and needs, although sometimes it can be
too much to fulfill or they can be bias. However, for an
organization, customer is always right.

Sometimes they can be cranky, and it may sometimes seem like they expect
too much, but they do provide our paychecks and our benefits, such as sick
leave, maternity leave, health insurance, and three-weeks paid vacation
time each year. And what about all the new equipments weve been
getting lately?. They pay for that, too. And a lot more. So the next time you
see them, give them a great big smile to show how much you appreciate
them our Customers!
 How to Achieve Quality?
(Quality Programs)
Traditional Quality Control
Statistical process control (SPC)
Total Quality Management (TQM)
Taguchi Methods
Quality Function Deployment (QFD)
ISO 9000
Design for 6 sigma
Etc
 What is Quality Control (QC)?

A method to ensure products or services

conform to the specifications or exceed
expectations. In doing so, it also apply to
people (maintaining quality workers)
QC employs tools including manual (human
observations) and automated data (sensor,
etc) collections for quality assesment.
Involves statistics, mathematics and computer
knowledge.
 Traditional Quality Control
By INSPECTION. Follows the traditional ways of
inspecting products during processing and at the end of
the process. Defects are thrown away.
Inspection at mainly 3 stages : (1) before materials enter
production, (2) during production, (3) after production
before delivery to customers.
Drawbacks:
inefficient, does not add value to the quality of products, too
late, costly (labour, time, employee morale, lost of sale).
Often carried by different group of people (QC people), causes
disagreement between the production and QC.
Incompatible with new production technique (e.g. JIT)
 Traditional Quality Control
Try to inspect and detect all letter f either capital or lower case,
in the paragraph. Treat the letter f as defective item. Can you
get the numbers correct the first time?

The study of SPC can be both fun and rewarding for everyone. When
you find out that the fundamental ideas of statistics are fairly easy
to learn, you will discover that your efforts result in a great deal of
satisfaction. If you treat production problem as a puzzle, the
application of SPC provides clues for its solution, and when puzzle is
finally solved, the feeling of satisfaction is very fulfilling. Puzzles can
be frustrating, but their final solution is fun.

Answer: 23
 Traditional Quality Control
As a result of the above problems, many businesses have
focused their efforts on improving quality by
implementing quality management techniques - which
emphasizes the role of quality assurance. As Deming (a
"quality guru") wrote: "Inspection with the aim of finding
the bad ones and throwing them out is too late,
ineffective, costly. Quality comes not from inspection but
from improvement of the process. PREVENTION is
better than cure.
Many companies have moved away from TQC
 Statistical Process Control (SPC)
Tools of SPC:
Histograms
Pareto Charts
Check Sheets
Defect concentration diagrams
Scatter diagrams
Cause and effect diagrams
Control charts
Total Quality Management
An organizational approach to quality
involving the customers, suppliers and all
people in the organization (not just the QC
people) in a never-ending quest for improved
quality.
Everyone from the CEO down to assembly line
workers must be committed to quality
Customer as the focal point and the driving
force they must be kept happy
 Taguchi Method for Quality
Robust design: - To design products and processes in
which the performance and functions are relatively
insensitive to variations in working environments. It is
often easier to design a product that is insensitive to the
environmental factors than to control the environment -
Genichi Taguchi
Taguchi loss function
Tolerances define a range of parameter values about the
nominal values that are acceptable. Taguchis concept is that any
deviation from the nominal value of the parameter causes some
loss of function.
 Quality Function Deployment (QFD)

QFD is a methods of integrating the customer

requirements / or voices into the
characteristics (features and functions) of a
product, early from the design stage to
production.
Each customer requirements is matched to
specific characteristics of the product and the
relationship between each pair is rated
(strong, medium, weak or can be given scales).
 What is ISO 9000

A set of international standards on quality developed by

the International Organization for Standards (ISO)
It is not a standard for products or services, but it sets
the standard for the systems, procedures or methods
used by any facilities that affects the quality of the
products or services concerned.
ISO standards are generic, therefore generally applicable
to any type of facilities and the products produced.
ISO 9000 focus is on the facilitys quality system.
 Design for 6-sigma
Sigma is the standard deviation of a normal distribution,
and 6-sigma quality is an error rate of 3 defectives per
million units (0.0003% error or 99.9997% perfection!)
In some organizations, 99% error-free is considered
good. That is 1 defect per 100 items.
Five steps in 6-sigma quality approach: (1)Define the
project goals and customer requirements; (2) Measure
the process to asses current performance; (3) Analyze
the process and determine root causes of the variations
and defects; (4) Improve the process; (5) Control the new
and improved process
 Quality Gurus (1920 onwards)
Japanese Quality Innovators
Kaoru Ishikawa (post WWII 1980s)
Genichi Taguchi (1960s 1980s)

U.S Quality Innovators

Walter Shewhart (1920-1940s)
W. Edwards Deming
Joseph M. Juran
Philip Crosby (1980s)
How do you define
quality?
What is your way of
achieving quality?
Quality Gurus
PROTON'S TOUGH ATTITUDE ON QUALITY SHOWING RESULTS

Shah Alam - It's been just five months into PROTON's Quality Enhancement Campaign, but customers
are already beginning to benefit from the initiative to introduce a continuous and comprehensive
program aimed at improving the quality of Proton products.
Introduced in acknowledgement that quality has been an issue for PROTON, the campaign is one of the
measures being taken to transform the national car manufacturer and addresses all key areas
including the manufacturing and engineering processes, sales and after-sales service activities, as
well as vendors.
The campaign continues to address the importance of quality in all areas to:
produce better products,
implement more stringent systems and disciplines to abide by the procedures,
improve the manufacturing and engineering processes,
practice customer-focused service at showrooms and workshops, and
extend the practice to vendors and dealers.
"Quality is a thrust that any manufacturer continuously strives to improve upon and it is a challenge
which we will have to resolve if PROTON is to make an impact globally," said Managing Director of
PROTON Holdings Berhad, Syed Zainal Abidin Syed Mohamed Tahir.
Question?