6s and Quality

1
6s and Quality

• Robert Setaputra

2
Quality

• ISO 9000-2000 Standards
• Degree to which a set of inherent characteristics
  fulfills requirements
• Juran
• Fitness of use
• And many others

3
Quality Dimensions

• Garvins 8 dimensions of quality
• Performance
• Features
• Reliability
• Conformance
• Durability
• Serviceability
• Aesthetics
• Perceived Quality

4
A more recent definition/interpretation

• Godfrey
• The most fundamental truth is that quality is
  relative.
• If the competitor can produce a similar item and
  sell it at lower price, we lose.
• The customer focuses simply on value, seeing it
  as a ratio of quality over price.
• Only when we offer more value than our competitor
  do we really succeed.

5
Cost of Poor Quality (COPQ)

• Internal failure costs
• External failure costs
• Appraisal costs
• Prevention costs
• Non-value added activities costs

6
6s and Quality VOC

• Voice of Customer (VOC)
• Customers needs and expectations.
• Customer is any person or organization that
  receives a product or service from a process.
• 2 ways to obtain VOC
• Active
• Reactive

7
6s and Quality CTQ

• Critical to Quality (CTQ)
• Obtained from VOC
• What is important to our customers?
• Ex. Fast Foods Drive Through Window
• Tied to project metrics