Introduction to Fundamental concepts of Quality and its improvement

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Introduction to Fundamental concepts of Quality
and its improvement

• Prepared by
• Ömer Saatçioglu

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What Is Quality?

• The degree of excellence of a thing
  (Websters Dictionary)
• The totality of features and characteristics
  that satisfy needs ( ASQC)
• Fitness for use

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Definitions of Quality

• Transcendent definition excellence
• Product-based definition quantities of product
  attributes
• User-based definition fitness for intended use
• Value-based definition quality vs. price
• Manufacturing-based definition conformance to
  specifications

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Quality Perspectives
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• This is a traditional definition
• Quality of design
• Quality of conformance

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This is a modern definition of quality
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The Transmission Example
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Variation

• Many sources of uncontrollable variation exist in
  any process
• Excessive variation results in product failures,
  unhappy customers, and unnecessary costs
• Statistical methods can be used to identify and
  quantify variation to help understand it and lead
  to improvements

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• The transmission example illustrates the
  utility of this definition
• An equivalent definition is that quality
  improvement is the elimination of waste. This is
  useful in service or transactional businesses.

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Customer-Driven Quality

• Meeting or exceeding customer expectations
• Customers can be...
• Consumers
• External customers
• Internal customers

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Dimensions Of Product Quality (Garvin)

• 1. Performance
• basic operating characteristics
• 2. Features
• extra items added to basic features
• 3. Reliability
• probability product will operate over time

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• 4. Conformance
• meeting pre-established standards
• 5. Durability
• life span before replacement
• 6. Serviceability
• ease of getting repairs, speed competence of
  repairs

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• 7. Aesthetics
• look, feel, sound, smell or taste
• 8. Safety
• freedom from injury or harm
• 9. Other perceptions
• subjective perceptions based on brand name,
  advertising, etc

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Service Quality

• 1. Time Timeliness
• customer waiting time, completed on time
• 2. Completeness
• customer gets all they asked for
• 3. Courtesy
• treatment by employees

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• 4. Consistency
• same level of service for all customers
• 5. Accessibility Convenience
• ease of obtaining service
• 6. Accuracy
• performed right every time
• 7. Responsiveness
• reactions to unusual situations

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Quality Of Conformance

• Ensuring product or service produced according to
  design
• Depends on
• design of production process
• performance of machinery
• materials
• training

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The Meaning of Quality
Producers Perspective
Consumers Perspective
Quality of Conformance

Quality of Design
Production
Marketing

• Conformance to
• specifications
• Cost

• Quality characteristics
• Price

Fitness for Consumer Use
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Competitive Advantage

• Is driven by customer wants and needs
• Makes significant contribution to business
  success
• Matches organizations unique resources with
  opportunities
• Is durable and lasting
• Provides basis for further improvement
• Provides direction and motivation

Quality supports each of these characteristics
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Quality and Profitability
Improved quality of design
Improved quality of conformance
Higher perceived value
Higher prices
Lower manufacturing and service costs
Increased market share
Increased revenues
Higher profitability
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Quality Engineering
Quality engineering is the set of operational,
managerial, and engineering activities that a
company uses to ensure that the quality
characteristics of a product are at the nominal
or required levels.
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Quality EngineeringTerminology
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Terminology contd

• Specifications
• Lower specification limit
• Upper specification limit
• Target or nominal values
• Defective or nonconforming product
• Defect or nonconformity
• Not all products containing a defect are
  necessarily defective

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Specifications and Quality
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Quality Characteristics

• They are the elemental building block with which
  quality is constructed
• To guide you in determining appropriate quality
  characteristics, it may be helpfull to think of
  them as falling into one of the three categories
• 1. Measurable characteristics
• 2. Attribute characteristics
• 3. Dynamic charecteristics

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Measurable characteristics

• They are those end results or care-abouts that
  can be measured on a continuous scale. They can
  be subdivided into three classes
• 1. Nominal the best
• 2. Smaller the better
• 3. Larger the better

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Nominal-the-best

• This refers to a characteristics with a specific
  numerical goal or target value
• Dimensions typically fall within this category
• Specific examples include
• - height, length, width, diameter, area,
  volume
• - pressure, density, viscosity, time,
• - percent mixture, percent moisture, PH,
• - voltage, current, capacitance.

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Smaller-the-better

• It is one in which the desired goal is to obtain
  a measure of zero.
• A common example is percent shrinkage.
• Other examples include
• - machine wear, residue, percent
• contamination, source lines of code
• - loudness, product deterioration, excess
• time, ressponse time, power dissipation

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Larger-the-Better

• The goal of larger-the-better characteristics is
  to achieve the highest value possible.
• Examples
• - Strength, km/lt, ignition temperature,
• - Mean time between failures, melting point

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Attribute Characteristics

• Can not be measured on a continuous scale.
  Instead, they consist of classes in which the end
  results can be grouped.
• Examples
• The simplest form of attribute data is Go/No-Go
  or Pass/Fail data (eg., reject rate)
• Scrap rate, yield, number of defects
• Classifed attribute characteristics, it evaluates
  the units in terms of degree of goodness or
  badness

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Dynamic Characteristics

• A dynamic characteristic is a functional
  representation of the process being studied. The
  process is viewed as a dynamic system described
  by a signal or input and by the resulting output
  or end result of this signal.
• Examples
• temperature control for a room. The
  thermostat(system) can be adjusted to a range of
  temperatures (input signal), and the resulting
  room temperature (output) will be a result of
  this thermostat
• the steering system of a car

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Contemporary Influences on Quality

• Partnering
• Learning systems
• Adaptability and speed of change
• Environmental sustainability
• Globalization
• Knowledge focus
• Customization and differentiation
• Shifting demographics

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History of Quality Assurance (1 of 2)

• Skilled craftsmanship during Middle Ages
• Industrial Revolution rise of inspection and
  separate quality departments
• Statistical methods at Bell System
• Quality control during World War II
• Quality management in Japan

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History of Quality Assurance (2 of 2)

• Quality awareness in U.S. manufacturing industry
  during 1980s Total Quality Management
• Malcolm Baldrige National Quality Award (1987)
• Quality in service industries, government, health
  care, and education
• Current and future challenge keep progress in
  quality management alive

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Statistical Methods

• Statistical process control (SPC)
• Control charts, plus other problem-solving tools
• Useful in monitoring processes, reducing
  variability through elimination of assignable
  causes
• On-line technique
• Designed experiments (DOX)
• Discovering the key factors that influence
  process performance
• Process optimization
• Off-line technique
• Acceptance Sampling

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