Quality?

Performance

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Quality?

Easy to use

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Quality?

Security

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 Significant Variations

Quality?

No Significant Variations

Good Defect
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 Quality Improves
Why Profitability
Quality?
Sales Gains
Improved reputation
Higher sales
Higher prices
Improved Increased
Quality Profits

Increased productivity
Lower rework and scrap costs
Lower warranty cost
Reduced Costs
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 Dimensions
of Good
Quality  Performance

Channels

Accomplishment of a given task measured

Color
against preset known standards of accuracy,
completeness, cost, and speed. Picture

Sound

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 Dimensions
of Good
Quality  Performance
 Reliability

Ability of a product to consistently perform

its intended function on demand and
without degradation or failure.

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 Dimensions
of Good
Quality  Performance
 Reliability
 Durability

Ability to exist for long without significant

deterioration by resisting the effects of
heavy use, heating, freezing, corrosion,
oxidation, etc

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 Dimensions
of Good
Quality  Performance
 Reliability
 Durability
 Conformance

Product meets the requirements of

legislation, accepted practices and specified
standards.

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 Dimensions
of Good
Quality  Performance
 Reliability
 Durability
 Conformance
 Serviceability
Degree to which the servicing of an item
can be accomplished with given resources
and within a specified timeframe

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 Dimensions
of Good
Quality  Performance
 Reliability
 Durability
 Conformance
 Aesthetics
Relating to beauty

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 Dimensions
of Good
Quality  Performance
 Reliability
 Durability
 Conformance
 Aesthetics
Perceived quality can be defined as the
 Perceived quality
customer's perception of the overall quality
of a product with respect to its intended
purpose

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 Inspection
Cost of Poor Scrap
Quality? Rework & Rejects
Traditional Quality Cost Overtime
- Tangible Warranty
- Easy to measure

Hidden Cost
- Intangible
- Difficult to measure
More setups
Sales loss
Late delivery
Loss of good will
Inventory loss
Costly engineering changes

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Traditional
Approach

Engineering Operations Marketing Customer

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QFD Quality Function Deployment

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Basic Room
Structure CORRELATION
MATRIX

Design Requirements
“HOW” (Columns)

IMPORTANCE WEIGHTING
VOC “WHAT” RELATIONSHIP MATRIX COMPETITIVE
(Rows) (Intersection of Row and Column) EVALUATION

TARGET VALUE
TECHNICAL DIFFICULTY
IMPORTANCE WEIGHTING
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 QFD
Phases

DESIGN PART MANUFACTURING PRODUCTION

REQUIREMENT CHARACTERISTICS REQUIREMENTS OPERATION

MANUFACTURING
CHARACTERISTICS

REQUIREMENTS
REQUIREMENT

REQUIREMENT
CUSTOMER

PRODUCT PROCESS
DESIGN

PRODUCT DESIGN PROCESS

PART
PLANNING PLANNING
MATRIX CONTROL MATRIX
MATRIX MATRIX

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