IPE 4205: Quality Management

Rezaul Karim Nayeem

Assistant Professor (IPE Discipline)
Department of MPE, AUST
CHAPTER 1
Introduction to Quality Management
 Introduction

Definition
Quality refers to the characteristic of a product or service that defines its ability to
consistently meet or exceed customer expectations.
Q=P/E

Q = Quality
P = Performance
E = Expectation

Fitness for use". Fitness is defined by the customer. Which typically means its
Performance, Conformance, Durability, Safety, Reliability
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 Quality

Producer’s Perspective Consumer’s Perspective

Quality of Conformance Quality of Design

Production • Conformance to • Quality Marketing

specifications characteristics
• Cost • Price

Fitness for
Consumer Use 4
 Dimensions of Quality

 Functionality: core features and characteristics

 Reliability: ability to perform a required function under stated condition for a period
of time
 Durability
 Usability: User Friendly
 Maintainability: ease with which a product can be maintained in original condition
 Efficiency: output to input ratio
 Aesthetics: attractive
 Serviceability: how well the customer is treated
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Implications of Quality

• Direct beneficiaries of quality

Customers

• Transferring the input to quality

Processes output

• Internal customer, who need to kept

Employees satisfied in order to deliver quality
product

• A good manufacturing process does

Materials not have much to contribute to
quality if supplied materials are not of
good quality 6
 Quality control

Activities required for meeting the planned or desired quality target for conformance

Customer
Four steps of quality control focus

 Setting benchmarks
 Appraising conformance
Achieve
 Acting when necessary Quality involvement
leadership outstanding of the
workforce
 Planning for improvements Quality

Continuous
improvement
on rigorous
analysis
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Consequences of Poor Quality

Lower productivity, rework, rejection

Loss of productive time

Loss of material

Loss of business organization image

Liability warranty, replacement, repair

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 Cost of Quality
Prevention

Conformance

Appraisal

Cost of Quality

Internal Failure

Nonconformance

External Failure

Classification of Cost of Quality

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Optimum Quality Cost

Zone of perfectionism
Zone of indifference
Zone of improvement projects

Quality Costs (Juran Model) 10

Quality Cost Alternative View

Quality Costs (Alternative View) 11

Evolution of Modern Concepts

Pre World war II

Inspection

Quality Control

Post World war II

Quality Assurance

Quality Management

TQM
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 Evolution of Modern Concepts

Stage 1 Stage 2 Stage 3 Stage 4

Stages
Inspection SQC QA TQM

Measurement Developing a
Responsibility for all
of Statistical capable process
and continuous
specifications process control for advance
Objective improvement, Internal
for for analyzing assurance,
and external customer
conformance process capability documentation
satisfaction
and audit

Top management
Quality control leadership with
Quality control
Responsibility and production involvement of all,
and production All departments
for quality department including external
department
stakeholders( e.g.
supplier)
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QA vs QC

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QC vs QA vs TQM

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 Quality Gurus

Contributor Known for

Deming 14 points, special and common causes of variation

Juran Quality is fitness for use, Quality triology

Crosby Quality is free, zero defects

Ishikawa Cause and effect diagrams, quality circles

Shewhart Control Charts

Shingo ZQC, TPM, PokaYoke, SMED

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