LESSON 3

Created by

Raniella Nicol

Cards (66)

Quality 
A measure of how closely a good or service conforms to specified standard
Dimensions of quality
Performance
Features
Reliability
Conformance
Durability
Serviceability
Aesthetics
Perceived quality
Safety
Comfort
Security
Commitment to due dates
Less waiting time
Quality (Crosby definition) 
Conformance to requirement or specifications
Quality (Juran definition) 
Fitness for use
Fundamental factors affecting quality (9 M's)
Markets
Money
Management
Motivation
Materials
Machines
Mechanization
Modern information methods
Mounting product requirements
Market 
Identify needs and then meet it with existing technologies or by developing new technologies
Money 
Minimize quality costs associated with the maintenance and improvements of quality level
Management 
Quality related responsibilities lie with persons at different levels in the organization
Men 
Develop human resource with different specialization, integrate the idea of full specialization
Motivation 
Fix the responsibility of achieving quality with each individual in the organization with proper motivation techniques
Materials 
Selection of proper materials to meet the desired tolerance limit
Machines and mechanization 
Use advanced machines and mechanize various operations
Modern information methods 
Help in storing and retrieving needed data for manufacturing, marketing and servicing
Mounting product requirements 
Plan adequate system to tackle intricacy in design, manufacturing and quality standards
Control 
The process through which the standards are established and met with standards
Inspection 
An important tool to achieve quality concepts, to assure confidence in the manufacturer and aim for customer satisfaction
Objectives of Inspection
Detect and remove faulty raw materials before production
Detect faulty products in production
Bring facts to the notice of managers
Prevent substandard reaching the customer
Promote reputation for quality and reliability
Types of Inspection
Receiving Inspection
In-Process Inspection
Final Inspection
Periodic Inspection
Statistical Process Control (SPC)
Audit Inspection
Safety Inspection
Supplier Audit
Customer Inspection
Quality Control (QC) 
A system that is used to maintain a desired level of quality in a product or service
Quality Control (Juran definition) 
The regulatory process through which we measure actual quality performance, compare it with standards, and act on the difference
Quality Control (ANSI/ASQC definition) 
The operational techniques and the activities which sustain a quality of product or service that will satisfy given needs
Quality Control (Alford and Beatty definition) 
The mechanism by which products are made to measure up to specifications determined from customers, demands and transformed into sales engineering and manufacturing requirements
Types of Quality Control
Off-line quality control
Statistical process control
Acceptance sampling plans
Benefits of Quality Control
Improving the quality of products and services
Increasing the productivity
Reducing manufacturing and corporate costs
Determining and improving the marketability
Reducing consumer prices
Improving and/or assuring on time deliveries and availability
Assisting in the management of an enterprise
Seven Tools for Quality Control
Pareto charts
Check sheets
Cause and effect diagram
Scatter diagram
Histogram
Graph and flow charts
Control charts
Pareto chart 
Identifies areas to focus on first in process improvement, shows the ordered frequency counts of values for the different levels of a categorical or nominal variable
Check sheet 
A data collection tool that identifies where and how often problems appear in a product or service
Fishbone diagram 
A visual way to look at cause and effect, helps in brainstorming to identify possible causes of a problem
Scatter diagram 
Visualizes the relationship between two variables, shows a non-linear pattern
Histogram 
Represents frequency distribution of data clearly and concisely amongst different groups of a sample
Flowcharts 
Helps determine if a process is stable and in-control, or unstable and out-of-control
Control charts 
A graphical representation of whether a firm's products or processes are meeting their intended specifications
Philip Crosby
He defines Quality as conformance to requirement or specifications.
Dr. Joseph Juran
He defined Quality as is fitness for use. The quality of a product or service is the fitness of a product or service for meeting or exceeding it's intended use as required by customer.
Fundamental Factors Affecting Quality
The nine fundamental factors (9 M's), which are affecting the quality of products and services, are:
Markets Money Management Motivation Materials Machines Mechanization Modern information methods and Mounting product requirements.
Market 
Because of technology advancement, we could see many new products to satisfy customer wants
Customer wants are also changing dynamically
Role of companies is to identify needs and then meet it with existing technologies or by developing new technologies
Money 
Increased global competition necessitates huge outlays for new equipment and process
This should be rewarded by improved productivity
This is possible by minimizing quality costs associated with the maintenance and improvements of quality level
Management 
Increased complex structure of business organization
Quality related responsibilities lie with persons at different levels in the organization
Men 
Rapid growth in technical knowledge leads to development of human resource with different specialization
Necessitates groups like system engineering group to integrate the idea of full specialization
Motivation 
Fixing the responsibility of achieving quality with each individual in the organization with proper motivation techniques
Will not be any problem in producing the designed quality products