Pmqc

• Quality


  Entirety of a product or service's features and characteristics that help its ability to meet implied or specified needs
• Implied needs


  Specifically written and agreed upon by the customer
• Specified Needs


  Identified in functions of market (safety, availability, maintainability, reliability, usability, impact to environment and economics (price))
• Specified Needs


  1. Translated to product specification which are identifiable and measurable

  2. Reviewed periodically due to the changing needs of the end-user
• Dimensions of Quality - Product Quality


  • Product performance- main characteristics of the product
  • Aesthetics- appearance, feel, smell, taste
  • Special features- other characteristics added to the product
  • Conformance- capability of the product to conform to design specifications
  • Reliability- consistency of product's performance
  • Durability- endurance or useful life of the product
  • Perceived quality- indirect rating of the product's quality
  • Serviceability- ability of handling of product's complaints and repairs
• Dimensions of Quality - Service Quality

  • Convenience- ease to access and availability of the service
  • Reliability- quality of performing the service dependably, consistently, and accurately
  • Responsiveness- ability of the service providers to help customers willingly in unusual situations or problems
  • Time- rate of service delivery
  • Assurance- skill demonstrated by employees who communicate with a customer and their ability to express confidence and trust
  • Courtesy- way clients are handled by workers who interacted with them
  • Tangibles- physical characteristics of materials for facilities, machinery, employees, and communications
  • Consistence- ability to provide the service of the same level of quality (outstanding) repeatedly
• Quality Determinants


  • Quality of Design
  • Quality of Conformance
  • Ease of use
  • Service after delivery
• Quality of Design


  Designers' aim to incorporate or remove characteristics in a product or service. The variety of products or services reflects the quality of the design developed by the designers.
• Quality of Conformance


  The degree to which products and services adhere to (i.e. attain) the designers' purpose.
• Ease of use


  Refers to the ease of usage of the product or services for the customers, including user instructions. Increases the chances that the product will be used in its intended design and it will continue to function properly and safely.
• Service after delivery


  There will be times when products may fail or problems with usage may occur. Important through recall and repairs of the product, adjustment, replacement or buys back, or reevaluation of a service.
• Areas with impact to quality


  • Top Management
  • Design
  • Procurement
  • Operation / Production
  • Quality Assurance
  • Packaging and Shipping
  • Marketing and Sales
  • Customer Care
• Top Management


  The sole responsibility for quality is exercised by top management.
• Design


  Quality of products and services begins with design.
• Procurement


  Responsibility of the procurement department to acquire products and services that would not affect the quality of the goods and services of the company.
• Operation / Production


  Responsible for ensuring that processes of goods and services comply with the requirements created of the design.
• Quality Assurance


  Responsible for data collection, analysis and evaluation of problems then collaborating with other areas for activities to solve problems.
• Packaging and Shipping


  Must ensure that items are not damaged during shipment, that shipments are clearly marked, that directions are provided, that all parts are included and that delivery takes place in a timely manner.
• Marketing and Sales


  Responsible in determining customer's expectations and convey them to the appropriate areas of the organization. Responsible for reporting product or service issues.
• Customer Care


  The first unit to learn about customer concerns is always the customer service. Responsible for distributing this information to the appropriate agencies.
• Advantages of Good Quality

  • Raise Company's Reputation
  • Rationalize Premium Prices
  • Decrease Liability Costs
  • Increase Productivity
  • Increase Customer Loyalty
  • Increase Customer Satisfaction
• Consequences of Bad Quality

  • Loss of business and existing market share
  • Legal liability
  • Lack of productivity
  • Increased operational costs
• Costs associated with quality

  • Appraisal costs- costs related to measuring, evaluating, and auditing materials, parts, products, and services to assess conformance
  • Prevention costs- costs of related to prevent potential quality problems from occurring such as quality improvement activities and training
  • Failure costs- costs derived from defective parts or products or by faulty services
  • Internal failures cost- costs of failures discovered during production such as rework, scrap and downtime
  • External failures cost- costs of failures discovered after delivery to the customer due to delivering substandard products or service
  • Return on quality (ROQ)- approach that evaluates the financial return of investments in quality
• Quality Control


  Use of different techniques to achieve, maintain and improve the quality of a product or service. This involves integration of methods and activities.
• Statistical Quality Control (SQC)

  Branch of quality control (QC) where the compilation, review, and evaluation of data are done which will be use for activities of quality control. Two major parts: Statistical process control (SPC) and Acceptance Sampling.
• Quality Assurance


  Planned or systematic activities and mechanisms necessary to ensure adequate confidence. Includes quality parameters for continuous evaluation for adequacy & effectiveness, corrective measures, and feedback initiated where necessary.
• Quality Control


  Emphasizes testing of products to detect defects and reporting to management who decide to allow or deny release
• Quality Assurance


  Attempts to improve and stabilize production and associated processes to avoid, or at least minimize, problems that have resulted to defects. Methodologies are used to prevent errors from occurring.
• Seven Quality Tools


  • Cause-and-effect diagram (also called Ishikawa or fishbone diagrams)
  • Check sheet
  • Control chart
  • Histogram
  • Pareto chart
  • Scatter diagram
  • Stratification
• New Seven Quality Tools (also Management Tools)


  • Affinity diagram
  • Interrelationship diagram
  • Tree diagram
  • Matrix diagram
  • Matrix data analysis
  • Arrow diagram
  • Process decision program chart
• Affinity diagram


  Organizes the natural relationships of broad or large number of ideas.
• Interrelationship diagram


  Illustrates relationships of cause and effect and helps to examine the inherent interactions between various elements of such a complex situation.
• Tree diagram


  Divides large categories into detail to help carry out a step-by-step thinking from generalities to particulars.
• Matrix diagram


  Illustrates the correlation between two, three, or four groups of data such as its impact, the responsibilities performed and other factors.
• Matrix data analysis


  A complex mathematical technique, often replaced by a similar prioritization matrix, for the study of matrices. A prioritization matrix is an L-shaped matrix that compares a list of options pairwise to a set of criteria to choose the best option (s).
• Arrow diagram


  Demonstrates the appropriate order of tasks in a project or process, the best timetable for the project as a whole, possible issues and solution with resources and their coordination.
• Process decision program chart

  Systematically defines what may be wrong with a proposal under construction.