Dr.

Basel Alsayyed
Spring 2016
WHAT IS QUALITY?

Quality is the fitness of a product

or service for its intended use.
Quality is measured through
certain attributes
Measurement is subject to error
What is Engineering?
 T]he creative application of scientific principles to
design or develop structures, machines, apparatus, or
manufacturing processes, or works utilizing them
singly or in combination; or to construct or operate the
same with full cognizance of their design; or to
forecast their behavior under specific operating
conditions; all as respects an intended function,
economics of operation and safety to life and property

American Engineers' Council for Professional Development

What is Quality Assurance?
 Part of quality management focused on providing
confidence that quality requirements are fulfilled.

What is Quality control?

 Activities or tools used to provide quality assurance
Examples of failures:
 Car – Car battery, engine starter
 Wear-out after a “normal” life
 Toaster Oven
 Poor plug design
 Water Heater Leak
 Corrosion of hot water tank
 Floppy Disk Drive
 Unknown (premature) mechanical failure
 TV Remote control
 “Random” electronic component failure

 Stereo Amplifier
 Open at a solder joint
 Roof Leak
 Poor construction caused leaking adjacent to the dormers
Significant Failures:

Significant failures have a much greater impact in both

their economic and safety effects

 Fleet of Lockheed Constellation aircraft-1946

A crash killed four out of five crew members

 DC-10 engine failure - 1979

 The left engine broke away from the aircraft during
takeoff, killing 271 people
The impact of product and system failures

The various causes:

 Including Bad engineering design,
 faulty construction or manufacturing process,
 human error,
 inadequate testing and inspection

The various effects:

 minor and major inconvenience
 cost and economic loss
 personal injury, and even death.
 economic loss
WHY QUALITY?
 Increased complexity of systems
 Public awareness, stressing product quality
 Product liability laws
 Government contractual requirements to meet
performance specializations
 Profit considerations
What is reliability?
Reliability is defined as:
The probability that a component or system will
perform a required function for a given period of
time when used under stated operating conditions.
The ten most important factors for product value are:

Attribute Average Score

Performance 9.5
Reliability (long lasting) 9.0
Service 8.9
Maintainability (Easily repaired) 8.8
Warranty 8.4
Easy to use 8.3
Appearance 7.7
Brand name 6.3
Packaging/Display 5.8
Latest model 5.4
History of quality
 1791-Alexander Hamilton used the word quality in his
report to the US congress about manufacturing.
 1882 AT&T (American Bell Telephone Company )
contract with Western Electric company
 1892 AT&T document emphasizing the importance of
managing quality.
 1907 AT&T develops more on inspection concepts
 1908 statistical techniques were available
 1922 Western Electric Company has its inspection
department
History of quality (continued)
 1925 Bell Telephone Laboratories formed a new
inspection department, which includes:
 Donald A. Quarles
 Walter Shewhart
 Harold F. Doge
 George Edwards
 1925-1941 remarkable development in quality
 Process quality control (Shewhart)
 Control chart (Shewhart)
History of quality (continued)
 1925-1941 remarkable development in quality
 Process quality control (Shewhart)
 Control chart (Shewhart)
 Type I & type II errors (Shewhart)
 1935 B600 captured most of the newly developed
concepts
 1940 CSN 2240 on statistical quality control
World War II era
 Urgent need for mass production led to un-trained
personal producing critical products.
 Training centers were introduced though out the US (Dr.
Edwards Deming teaching simple methods of QC)
 Control charts acceptance sampling were used
 Statisticians and engineers team up for quality
 1942 statistical research group formed in Colombia
university
 Many initiatives came after including dedicated journals
and publications…etc.
 1946 American Society for quality control
Modern developments
 Control charts (Shewhart) (C 6-8)
 acceptance control charts (C 9-10)
 Cumulative sum chart (CUSUM) (C 9)
 Process capability (C 10)
 Acceptance sampling procedures (C 15-17)
Modern developments (con.)
 Standards evolved
 ANSI/ASQ: American National Standards Institute
 ASQ: American Society for Quality
 ISO: International Organization for Standardization
 1948: *TC 69 for statistical methods (has 5 sub-committees)
 1978: TC 176 on quality management and assurance
 (3 committees: terminology, quality systems & Q-technology)
 1987: published ISO9000
 1994: 2nd edition (ISO 9001,, 9002, & 9003)
 2000: 3rd edition (ISO 9001)
 ZI: committee overseeing standards in US
 ABCA (America, Britain, Canada, Australia)
 NATO (North Atlantic Treaty Organization)
 IEC: International Electrotechnical Committee
 *TC56: reliability & maintainability
Development in Japan
 Toshiba & NIC are quality pioneers before W-warII
 1945: training on quality.
 Japanese way of quality (no charts!!)
 1946: JUSE (Japanese Union of scientists & Engineers)
 1949: JUSE formed a QC research group (6 months QC
course)
 1946 & 1948: Dr. Deming had been to Japan (pop. &
agriculture)
 1950: Dr. Deming invited to teach Japanese Q-methods
Development in Japan (con.)
 1985: Ishikawa note that Dr. Deming introduce the
(PDCA) Plan-Design, Check, & Act
 1954: Juran wrote the first book on QC-Handbook
 1954: Juran went to Japan to train management
 Top policy
 Q-Design, grade
 Organization of QC
 Measure w/r to quality
 Review against goals
Development in Japan (con.)
 1956: QC was taught over the radio!
 1962: new QC journal (Genba to QC)
 1962: quality circles introduced
 400,000 registered Q-Circles, with over 4M members
Recent Development
 1961: first book by Feigenbaum from GE titled (Total Quality
Control)
 JUSE adopted the term (TQM)
 1979: Juran rediscover Feigenbaum ideas
 1999: Juran wrote a book (Q-Handbook)
 Phil Crosby: founded Q-College in Florida.
 1979: Q-Is Free
 1984: Q-without Tears
 Prof. Kaoru Ishikawa
 1950: started his QC
 1955: introduced the Q-charts in Japan
 1958: met Dr. Shewhart
 Ishikawa diagrams: cause & effect
Recent Development (con.)
 Business reengineering: methods of QC, Q-I, Q-P led
to breakthrough.
 Q from tactical vs. strategic
 John Jarvis: British Telecom
 Top management must set aside time to looking into
different ways of doing things.
 Integrate annual operating plan and quality plan
 Bowen: 1988 from GTE-California
 Link quality to individual achievement
 Continuous improvement
Recent Development (con.)
 TQM: (1980’s)
 Statistical QC
 Continuous Q-Improvement
 Q-Planning
 Modern Q-Systems
 Strategic quality planning
 Awards for Quality: at all levels:
 TQM
 World class quality
Training for Quality
 Training for all levels
 Impact is obvious
 W-war II make Bell laboratories and others open up
 Japan success can be attributed mostly to training
 Savings in US companies who embrace training are in
$M’s
 ISO has a requirement for training
 All associated with Quality have to be trained
 Training should be documented