QUALITY

BY: Magnifico Training and Consulting

 Quality
We often use the word “Quality” in our every day life and
quite often it relates to something being exceptionally
good i.e.
A “Quality” meal
A “Quality” Car

Quality often relates to something you are prepared to

pay extra for or has exclusivity.

We often use the phrase “poor Quality” or “good Quality”

but what does “Quality” actually mean?
 Quality is Not!
• 100% inspection
• Management fad
• Statistical Process Control
• Employee involvement
• Another excuse for a “management
retreat”
• Only applies to manufacturing
 Quality is…
• A philosophic way of thinking
– All things can be looked at from a quality
perspective
• Manufacturing
• Managing
• Driving
• Using
• Living
• Etc., etc., etc.
 Dimensions of Quality

• Definitions of Quality

Quality means fitness for use

- quality of design
- quality of conformance
Quality is inversely proportional to
variability.
 Customer-Driven Quality
• “Meeting or exceeding customer
expectations”
• Customers can be...
– Consumers
– External customers
– Internal customers
 Dimensions of Quality
• Performance • Serviceability
• Reliability • Durability
• Convenience and • Aesthetics
Accessibility • Consistency
• Features • Assurance
• Empathy • Responsiveness
• Conformance to • Perceived Quality
Standards
 So, what is Quality?
Quality has many meanings but is often best described as
“no surprises”….ie No compliant with requirements or
fitness for purpose.
Are you happy paying for “bells and whistles” that you
don’t really need or for the highest ‘quality’ every time?
Quality is a multi-aspect concept; different dimensions of
quality will be important to different users.
 Quality Definition – Some terms you may hear?
• Quality Assurance
– This is the prevention of defects before they
happen
• Following a recipe
• Ensure the cake we bake is perfect first time and
every time
Small upfront cost but zero scrap

• Quality Control
– This is the detection of defects after the event
• Implement an untried / unproven method
• Estimate the relative amount of eggs, flour and
water and bake it
• Check to see if you have something edible
No upfront cost but many cakes thrown away.
 The Five Wrong Assumptions
• Quality means goodness,
elegance
• Quality is intangible, not
measurable
• The “economics of quality”
are prohibitive, not relevant
• Quality problems originate
with the workers
• Quality is the responsibility
of the quality department
• Quality is conformance to
requirements
• Quality is measured by the
cost of nonconformance
• It is cheaper to do things
right the first time
• Most problems start in
planning and development
• Quality is shared by every
function and department
Cost of Quality
Cost of good Quality Cost of poor Quality
• Prevention • Internal failure
• Planning • Scrap
• Design • Rework
• Process • Process failure
• Training • Downtime
• Information
• Appraisal (=control)
? • Price reduction
• External failure
• Inspection • Complaints
• Testing • Returns
• Equipment • Warranty Claims
• Operator • Liability
• Lost sales
• Quality is free . . . :
• “Quality is free. It’s not a gift, but it
is free. What costs money are the un-
quality things -- all the actions that
involve not doing jobs right the first
time.”
- Phillip B. Crosby
What does “quality is free” mean?
• A quality program can save a company more
money than it costs to implement
• Profitability is best accomplished by reducing
the cost of poor quality and preventing defects
• Cost savings include prevention, appraisal, and
failure costs.
Qualitative vs. Subjective
• Qualitative quality can be measured, and
compared using values that are specific,
black and white
• Subjective quality cannot be measured, and
comparisons are intuitive, gut level, hard to
define
Why Is Quality Important?
• Profit and market share
• Competitiveness
• Company’s reputation
• Customer expectations
• Product/service complexity
• Potential liability
• Employee satisfaction
If you settle for 99.9% quality
• One hour per month has unsafe drinking water
• Over 20,000 wrong prescriptions per year
• 500 wrong surgical operations per week
• 16,000 lost articles of mail every hour
• 22,000 checks from wrong accounts per hour
• 32,000 missed heartbeats per year per individual
• 2 long or short landing everyday at each major airport
• 50 babies dropped by the doctor each day
• No electricity for 2 hours each month
 Basic steps in problem solving
1. Define the problem and establish an improvement
goal.
2. Collect data.
3. Analyze the problem.
4. Generate potential solutions.
5. Choose a solution.
6. Implement the solution.
7. Monitor the solution to see if it accomplishes the
goal.
 Traditionally, a Japanese Samurai carried seven tools into battle.

After World War II the Japanese adopted 'quality' as a philosophy

for economic recovery and, in line with this traditional approach,
sought seven tools to accomplish the economic rejuvenation. The
seven tools chosen were:
• Histograms
• Cause and Effect Diagrams
• Check Sheets
• Pareto Diagrams
• Graphs
• Control Charts
• Scatter Diagrams
The seven tools

Control Chart
Pareto Chart

*
* *
* *
*
* *
*
Scatter Plot Data Collecting Ishikawa Chart

Stratification
Histogram
 Scatter Diagrams
Inputs Outputs

x x x
x x
Input-Output analysis x x
Flow Charts
x

Cause-Effect Diagrams
Pareto Analysis Why - why analysis

Why?
Why?
Why?
 FOUR
SQUARE
QUESTIONS!
21
 4 Square Questions

B A
Look at the diagram carefully.

Now, I will ask you FOUR

questions about this square.

Are you ready?

C D
 4 Square Questions
B A
Q1
Divide the white area in
square A into two equal
pieces.

Easy!

Isn't it?

C D
 4 Square Questions
B A
Q1
Divide the white area in square A into
two equal pieces.

Here is the answer!

C D
 4 Square Questions
B
A
Q2
Divide the white area in square B into
three equal pieces.

Not so difficult!

C D
 4 Square Questions

B
A
Q2
Divide the white area in square B into
three equal pieces.

Here is the answer!

C D
 4 Square Questions

B
A
Q3
Divide the white area in square C into
four equal pieces.

Very difficult?

That's right!

C D
 4 Square Questions
A
B
Q3
Divide the white area in square C
into four equal pieces.

Here's the answer!

C D
 4 Square Questions

B A

Be ready!
Here comes
the last
question!

C D
 4 Square Questions

B A

Q4
Divide the white area in square D into
seven equal pieces.

World Record is SEVEN seconds!

C D
 4 Square Questions

B A

Q4
Divide the white area in square D into
seven equal pieces.

Here’s the answer!

C D
Perfect Team work.mp4
 THANKS FOR YOUR
PATIENCE

From : Magnifico Training and Consulting