Lec # 1, 2 (Quality Review)

Quality Improvement
(Formerly titled Quality Control 8th Edition)
Chapter 1
Introduction to Quality
PowerPoint presentation to accompany
accompany
Besterfield, Quality Improvement, 9th edition
Textbook Outline
 Introduction to Quality Improvement
 Lean
 Six sigma
 SPC
 Control Charts for Variables
 Additional SPC techniques for Variables
2
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Outline (Continued)
3
Learning Objectives
When you have completed this chapter you
should be able to:
 Define quality, quality control, quality
improvement, statistical quality control, quality
assurance, and process.
 Be able to describe FMEA, QFD, ISO 9000, ISO
14000, Benchmarking, TPM, Quality by Design,
Products Liability, and IT
4
Definitions
Quality
• Ratio of the perceptions of performance to
expectation.
• ASQ—Each person or sector has its own.
• ISO 9000—Degree to which a set of inherent
characteristics fulfills requirements.
• All of the above.
5
Definitions (Continued)
Quality Control--Use of techniques to achieve and
sustain the quality.
Quality Improvement--Use of tools and techniques to
continually improve the product, service, or
process.
Statistical Quality Control—Use of statistics to control
the quality.
 Acceptance Sampling
 SPC

Definitions (Continued)
Quality Assurance--Planned or systematic
actions necessary to provide adequate
confidence that the product or service
will satisfy given requirements.
Process--Set of interrelated activities that
uses specific inputs to produce specific
outputs. Includes both internal and
external customers and suppliers.

The Dimensions of Quality
DIMENSION MEANING
Performance Primary product characteristics
Features Secondary characteristic (remote control, etc)
Conformance Meeting specifications or industry standards
Reliability Consistency of performance over time
Durability Useful life
Service Resolution of problems and complaints
Response Human-to-human interface
Aesthetics Sensory characteristics
Reputation Past performance and other intangibles
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Quality Assurance & Quality Control
Quality Assurance Quality Control

 QA aims to prevent defects  QC aims to identify (and
with a focus on the process correct) defects in the finished
used to make the product. It is product. Quality control,
a proactive quality process. therefore, is a reactive
process.
 The goal of QA is to improve  The goal of QC is to identify

development and test defects after a product is
processes so that defects do developed and before it's
not arise when the product is released.
being developed

Quality Assurance Quality Control
 Prevention of quality problems  The activities or techniques
through planned and used to achieve and maintain
systematic activities including the product quality, process
documentation. and service.
 Everyone on the team involved  Quality control is usually the

in developing the product is responsibility of a specific team
responsible for quality that tests the product for
assurance. defects.
 Verification is an example of  Validation/Software Testing is

QA an example of QC
 QA is a managerial tool  QC is a corrective tool

Historical Review
 Skilled craftsmanship during Middle Ages
 Industrial Revolution: rise of inspection
and separate quality departments
 Statistical methods at Bell System (1924)
 The American Society for Quality (1946)
 Deming (1950) - Quality
11
Historical Review (Continued)
 First Quality Control Circles (1960)
 1980s
 TQM
 Statistical Process Control, SPC
 Malcolm Baldrige National Quality Award
 Taguchi
 ISO (1990)
 Via Internet (2000)
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Responsibility for Quality
Customer
Service Marketing
Quality
Packaging and Product Design
Storage Or Engineering
Service
Inspection
and Test Procurement
Process
Production Design
13
Marketing
 Help to evaluate the level of product quality that
a customer wants, needs..
Design Engineering
 Translate the customer’s requirements into
operating characteristics, exact specifications,
and appropriate tolerances
Procurement
 Responsible for procuring quality materials and
components
14
(Continued)
Process Design
 Develops processes and procedures
that will produce a quality product/service
Production
 Produce quality products and services
Inspection and Test
 Appraise the quality of purchased and
manufactured items and to report the results
15
(Continued)
Packaging and Storage
 Preserve and protect the quality of the product
Inspection and Test
 Appraise the quality of purchased and manufactured
items and to report the results
 Can sometimes be automated
Service
 Fully realizing the intended function of the product
during its expected life
16
Quality by Design
 Quality by Design is the practice of using a
multidisciplinary team to conduct product or service
conception, design, and production planning at one time.
 The major benefits are faster product development,
shorter time to market, better quality, less work-in-
process, fewer engineering change orders, and increased
productivity

Chief Executive Officer
The highest-ranking executive
officer within a company or
corporation, who has
responsibility for overall
management of its day-to-day
affairs under the supervision of
the board of directors
18
Chief Executive Officer
(Continued)
 Ultimate responsibility for quality
 35% of the time is spent on quality
 Quality performances
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Products Liability
 Consumers are initiating lawsuits in record numbers
as a result of injury, death, and property damage
from faulty product or service design or faulty
workmanship.
 Reasons for injuries:
 Behavior or knowledge of the user.
 Environment where the product is used.
 Design and production of the item.

Homework
 Chapter 1, question 2.
 Note: You do not need to actually visit one
of the businesses. Do an internet search
and give a synopsis of what you find.
 Length: ½ to 1 page
21

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Quality Improvement

(Formerly titled Quality Control 8th Edition)

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Assurance Quality Control

 The goal of QA is to improve  The goal of QC is to identify

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

 Everyone on the team involved  Quality control is usually the

 Verification is an example of  Validation/Software Testing is

 QA is a managerial tool  QC is a corrective tool

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

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