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11/9/2011

Quality Consciousness Habits and Processes
IETI College – Alabang 2nd Semester, 2011 - 2012

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11/9/2011

Introduction to Quality System
What is Standard?  Standard is an authoritative principle or rule that usually implies a model or pattern for guidance, by comparison, with which the quantity, excellence, correctness, of other things may be determined.

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What is Quality?
 The

dictionary has many definitions of “quality”. A short definition that has achieved acceptance is: Quality is customer satisfaction.

4 11/9/2011 Cont…  quality is the ability of a product or service to consistently meet or exceed customer expectations .

5 11/9/2011 International Organization for Standardization (ISO)  quality is “the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs”. .

 Whose needs does the service or product address?  Who are its customers? .6 11/9/2011 However. there are problems with this definition.

or other desired characteristics. maintenance costs.7 11/9/2011 Needs can be defined in terms of          safety usability Availability versatility compatibility with other products reliability maintainability overall cost (including purchase price. . and product life) environmental impact.

1. that is only one in 1.8 11/9/2011 AQL (acceptable quality level)  A manufacturer’s production system may be considered by his customer’s to produce “quality” product if the AQL (acceptable quality level) is 0.000 products contains defects .

9 11/9/2011 What is quality all about? PROCESS  Doing the right thing  Doing it the right way  Doing it right the first time  Doing it on time .

10 11/9/2011 CUSTOMER  Meeting all clientele expectations and needs on time  Delivering the right service on time  Treating each clientele with integrity. respect and courtesy .

11 11/9/2011 PEOPLE  Trained to do the right jobs right the first time and all the time  Have proper attitude towards work  Empowered to improve his work processes/systems .

12 11/9/2011 Quality – What is it? .

appearance.handling of complaints. customer satisfaction .useful life of the product or service Perception .13 11/9/2011 Dimension of Quality          Performance . taste Special features .extra characteristics Conformance .customer’s expectations Safety . feel.reputation Service after the sale .risk of injury or harm Reliability .consistency of performance Durability . smell.characteristics of the product or service Aesthetics .

14 11/9/2011 Examples of Quality Dimensions .

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Customer disapproval .16 11/9/2011 The Determinants of Quality  Quality of Design .intention of designers to include or exclude features in a product or service designed to meet a customer/client need/want/requirement. Poor design can result in manufacturing or service problems .it represents the inherent value of the product or service in the marketplace .

Requires customer education/awareness as to the (e.g. attorney advice)  Ease of use  Service after delivery .17 11/9/2011  Quality conformance .Electrical requirements. medication instructions.the degree to which the goods or services conform to the intent of the designers.

18 11/9/2011 Fitness For Consumer Use .

Liability  . Loss of business  .19 11/9/2011 The Consequences Of Poor Quality . . (An ounce of prevention is worth a pound of cure). Costs Failures will occur. The prevailing quality philosophy is that prevention is the best cure for quality problems. Productivity  .

two components have been identified: product features and freedom from deficiencies.20 11/9/2011 Why does quality important?  In   defining quality for goods and services. .

downtime)  External .failures discovered after delivery (e. returned goods. rework.costs caused by defective parts. warranty. liability claims.21 11/9/2011 Costs Of Quality  When considering the “costs of quality” we must consider:  Failure costs . products. or faulty services  Internal . material/product losses. penalties) . problems.failures discovered during production (e.g.g.

in-line inspection.g. field testing. crumpled cars) . crash test dummies.22 11/9/2011 Appraisal costs - costs of activities designed to ensure quality or uncover defects (e. final inspection.

working with vendors.g. extra attention in design and production) . quality improvement programs. training. quality control procedures.23 11/9/2011 Prevention costs - costs of preventing defects from occurring (e.

The equipment calibration and maintenance procedures employed 4. The training and experience of production and supervisory personnel 5. handling. installation. testing and shipping 3. . Caliber of the components or materials used 2.24 11/9/2011 What is Quality System? Product quality depends on the following variables: 1. Sometimes the environmental conditions in the area where the product is produced. The level of “workmanship” 6. Type of equipment used in design. production.

25 11/9/2011 Definition  Quality  System is the process. . organizational structure. and resources that manufacturers and suppliers use to control these variables to produce a product of consistent quality. which meets defined specifications  ISO 9000 standards are the standards that are being adopted globally for quality systems. procedures.

26 11/9/2011 Profit-making Organizations  the     contribution of quality to sales income occurs through several means: Increasing market share Securing premium prices Achieving economics of scale through increased production Achieving unique competitive advantages that cement brand loyalties .

both internal and external. satisfaction must be viewed relative to the competitions and thus goes far beyond the document called a “specification”. For most organizations. quality is synonymous with providing satisfaction to customers. .27 11/9/2011  For both profit and nonprofit organizations.

which since 1988 has been presented annually by the President to recognize performance excellence.28 11/9/2011 Quality Awards  The Malcom Baldridge Award . This award. focuses on an organization's overall performance management system.The Malcolm Baldrige National Quality Award is the centerpiece of the Baldrige National Quality Program. . It does not certify product or service quality.

mining.  Healthcare:  Education: .29 11/9/2011 Categories For The Baldridge Award  Business: Manufacturing companies or subsidiaries that produce and sell manufactured products or manufacturing processes or produce agricultural. or construction products.

senior management involvement carefully planned and organized their quality effort to be sure it would be effectively initiated. vigorously controlled the overall process. .30 11/9/2011 Characteristics Of A Baldridge Winner      The major characteristics of a Malcolm Baldridge Winner ar companies/organizations who have: formulated a vision of what they thought quality is and how they would achieve it.

31 11/9/2011 Criteria For The Malcom Baldridge Award  The Criteria include leadership. process management and business  results. human resource  development & management. strategic planning. information & analysis. . customer & market focus.

32 11/9/2011 Criteria For The Malcom Baldridge Award  Leadership .The organization’s leadership system and senior leaders’ personal leadership  Strategic Planning .How the organization sets strategic directions and how it develops the critical strategies and action plans .

management. and the company’s performance management system . and effectiveness of use of information and data to support key company processes and action plans. expectations.33 11/9/2011   Customer and Market Focus . and preferences of customers and markets Information and Analysis .The selection.How the company determines requirements.

The organization’s performance and improvement in key business areas .How the company enables employees to develop and utilize their full potential. aligned with the company’s objectives Process Management . implemented.34 11/9/2011    Human Resource Focus .How key processes are designed. managed. and improved Business Results .