Professional Documents
Culture Documents
History of QA
• Pre‐Industrial Revolution: Skilled craftsmen, involved in all aspects of product,
controlled their own quality through pride of workmanship.
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• 1798: Eli Whitney established the concept of interchange ability and applied to the
manufacture of rifles for the US Army.
• 1924: Dr Walter Shewhart of Bell Telephone Labs developed SPC.
• 1930: Harold F. Dodge and Harry Romig of Bell Labs introduced acceptance
sampling methods.
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• 1950: W. Edwards Deming taught SPC in Japan. [He learned SPC from Shewhart
after they met in 1927. He had also taught SPC in USA in 1940s, but did not get the
attention of US management]. Deming Prize was established in December 1950.
• 1951: Joseph M. Juran published his Quality Control Handbook. He was invited to
Japan in 1954 to teach quality management.
Brief History of QA
(Cont.)
• 1960: Genichi Taguchi won Deming Prize for the methods he developed during
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1950s.
• 1970s: Many U.S. companies began losing market share to global competitors.
• 1980: “Quality Revolution” in USA. NBC broadcasted a documentary titled “If Japan
can... Why can't we?” Deming was hired by Ford as a consultant. Taguchi’s approach
Concept of Quality
was received with enthusiasm in Bell Labs, Ford Motor Company, Xerox, ITT, etc.
• 1987: Malcolm Baldridge National Quality Award was Established.
• 1990s: Quality Programs Spread to Service Industries. Proliferation of quality
programs: TQM, QFD, Six Sigma, Kaizen, Poke Yoke, Taguchi Methods,
Benchmarking, CQI, FMEA, etc.
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What is Quality? Concept of Quality (1)
• ‘The quality of a thing is the degree or grade of
‘ h l f h h d d f • Transcendental
d l
excellence’. (Oxford English Dictionary) − "Quality is neither mind nor matter, but a third
• Five approaches (D. A. Garvin, 1984) entity independent of the two...even though
Quality cannot be defined, you know what it is." (R.
− Transcendental
M. Pirsig, 1974)
− Product‐based
Product‐based
• Product‐based
− User‐based
− "Differences in quality amount to differences in the
− Manufacturing‐based
quantity of some desired ingredient or attribute."
− Value‐based
(L. Abbott, 1955)
Concept of Quality (2) Eight Dimensions of Quality
• User
User‐based
based • Performance
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− "In the final analysis of the marketplace, the quality of a product
depends on how well it fits patterns of consumer preferences." • Features
(A. A. Kuehn and R. L. Day, 1962) • Reliability
− "Quality is fitness for use." (J. M. Juran, 1974)
• Manufacturing‐based • Conformance
− "Quality [means] conformance to requirements." • Durability
(P B Crosby 1979)
(P. B. Crosby, 1979)
• Serviceability
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• Value‐based
− "Quality is the degree of excellence at an acceptable price and • Aesthetics
the control of variability at an acceptable cost." • Perceived quality
(R. A. Broh, 1982)
(D. A. Garvin, 1987)
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ISO Definitions of Quality Concepts Related to QM
• Quality management (QM) refers to “coordinated activities to direct and control
an organization with regard to quality” (includes quality assurance and quality
g g q y ( q y q y
• ISO 8402:1995 control).
• Quality control (QC) is “part of quality management focused on fulfilling quality
− The totality of features and characteristics of a requirements”.
• Quality assurance (QA) is “part of quality management focused on providing
product or service that bear on its ability to satisfy confidence that quality requirements will be fulfilled”.
stated or implied needs. • Quality planning (QP) is “part of quality management focused on setting quality
objectives and specifying necessary operational processes and related resources
• ISO 9000:2005 to fulfil the quality objectives”.
• Q lit i
Quality improvement t (QI)is
(QI)i “part of quality management focused on increasing
“ t f lit tf d i i
− Degree to which a set of inherent characteristics the ability to fulfil quality requirements”.
fulfils requirements (which are needs or (ISO 9000:2005)
expectations that are stated, generally implied or
obligatory).
TQM (1) TQM (2)
““Management approach of an organization,
h f • Total:
l Involving the entire organization, supply
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centred on quality, based on the participation chain, and/or product life cycle.
of all its members and aiming at long‐term • Total quality:
success through customer satisfaction, and − Quality of products and services to satisfy some
benefits to all members of the organization and
f f g specific needs of the consumer (end user);
specific needs of the consumer (end user);
to society.” − Quality of return to satisfy the needs of the
shareholders;
(ISO 8402: 1995) − Quality of life, at work and outside work, to satisfy
the needs of the people in the organization.
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Concept Relationships
– QC, QA and QM
• ISO 9000: 2005
QM
QP QC QA QI
• Another view
Another view
Key Generic Issues Facing UK Manufacturing
Why Quality is Important?
• Redefining manufacturing
− strategic alliances with customers based on trust and mutual benefit
strategic alliances with customers based on trust and mutual benefit
• Definition of Manufacturing − Product quality and customer service
• The impact of the internet
− The process of converting raw materials, − data‐intensive activities vs knowledge intensive processes
components, or parts into finished goods that meet a − Fierce competition and shrinking supply chain
customer's expectations or specifications. • People are the key to the future
− education, skills and training
− change popular public perception
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• Mass customisation
• Technology and innovation as the key enabler
(Foresight Manufacturing 2020 Panel)
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Sustainable Competitive Advantage Through
High Value Manufacturing
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