Introduction to Statistical

Quality Control
Seventh Edition

DOUGLAS C. MONTGOMERY

Arizona State University

 Chapter 1
Quality Improvement in the
Modern Business Environment
1.1 The Meaning of Quality and
Quality Improvement

1.1.1 Dimensions of Quality

1.1.2 Quality Engineering Terminology

1.1.1 Dimensions of Quality
•Performance These eight dimensions are usually
adequate to describe quality in
•Reliability most industrial and many business
•Durability situations. However, in service and
transactional business organizations
•Serviceability (such as banking and finance, health
•Aesthetics care, and customer service
organizations) we can add the
•Features following three dimensions:
•Perceived Quality ➢Responsiveness
•Conformance to standards ➢Professionalism
➢Attentiveness
1.1.1 Dimensions of Quality

Definition of Quality
Quality means fitness for use
- quality of design
- quality of conformance
Quality is inversely proportional to variability
1.1.1 Dimensions of Quality

• Quality Improvement
Quality Improvement is the reduction of variability in
processes and products.

Alternatively, quality improvement is also seen “waste

reduction”.
1.1.1 Dimensions of Quality-
Transmission Example