Introduction to Quality

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Chapter 1

• Introduction to Quality

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??1999 South-Western College Publishing
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Importance of Quality

• The first job we have is to turn out quality
  merchandise that consumers will buy and keep on
  buying. If we produce it efficiently and
  economically, we will earn a profit, in which you
  will share. - William Cooper Procter

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• Quality Assurance is any action directed toward
  providing customers with goods and services of
  appropriate quality.

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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
• Malcolm Baldrige National Quality Award (1987)
• Quality in service industries, government, health
  care, and education
• Current challenge keep progress in quality
  management alive

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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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Key Dimensions of Quality

• Performance
• Features
• Reliability
• Conformance

• Durability
• Serviceability
• Aesthetics
• Perceived quality

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Quality Perspectives
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Customer-Driven Quality

• Meeting or exceeding customer expectations
• Consumers
• External customers
• Internal customers

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Quality in Production Systems

• Production is the process of converting resources
  into goods and services
• Production systems consists of
• Inputs
• Outputs
• Processes

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Demings View of a Production System
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Three Levels of Quality

• Organizational level meeting external customer
  requirements
• Process level linking external and internal
  customer requirements
• Performer/job level meeting internal customer
  requirements

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GAO TQM Model
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Quality as Important Source of Competitive
Advantage

• 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

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Quality and Profitability
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Quality and Personal Values

• Personal initiative has a positive impact on
  business success
• Quality begins with personal attitudes
• Quality-focused individuals often exceed customer
  expectations
• Attitudes can be changed through awareness and
  effort (e.g., personal quality checklists)

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