Quality Management Basics Measurement Gurus TQM ISO 9000 Compiled by: Alex J. Ruiz-Torres, Ph.D. From information developed by many.

Quality Basics Quality in business, engineering and manufacturing has a practical interpretation as the superiority of something. Quality is a perceptual, conditional and somewhat subjective attribute and may be understood differently by different people.

Quality Basics It is important to have good quality. Poor quality alienates customers. Good quality means customer satisfaction and employee loyalty. Employees have pride of ownership related to the organization they work for. http://options4growth.net/tag/happy-place-to-work/

Quality Basics A complex measure given in many cases it depends on who is measuring. Functionalities Reliability Appearance Physical products have quantitative measures that help characterize their quality. In service products measuring quality is more difficult

Quality Basics Consumers select products based on the specification quality of a product/service, … how it compares to competitors in the marketplace. Producers measure the conformance quality, or degree to which the product/service was produced correctly.

Quality Basics Design Quality (or specification quality) Relative dimension among products in a market “basic” “top of the line” Hamilton Beach $15 Kitchen Aid $60 Dualit $330

Quality Basics

Quality Basics Conformance Quality How it performs versus design (or versus expectation). Producers measure it during manufacturing Testing all functions work. Testing durability of parts. Testing that it works correctly for thousands of cycles. https://www.gettyimages.com/detail/news-photo/sunbeam-toasters-sitting-on-assembly-line-news-photo/50628361#/sunbeam-toasters-sitting-on-assembly-line-picture-id50628361

Quality Basics Conformance Quality Consumers also experience it. Expectations and warranties. “dies” Expected/Designed duration 3. Quality conformance? Years of use 1 2 3 4 5 6 7 “dies” Expected/Designed duration: 10. Quality conformance?

Quality Measurement Manufacturing processes include steps to verify conformance to specifications = good quality. Repetitive tests (number of successes before it breaks down) special equipment test often damages the product being tested, so only performed in a sample Functional test (Dishwasher turns on, all cycles work, water does not leak) Aesthetics are also inspected

Quality Measurement Is it necessary to inspect 100% of what is produced? Should we just take a sample? Factors: Probability of defects Cost / time to inspect Effect of inspection on product Cost/effect of the defect 100% inspection is no guarantee 0 defects. Multiple sample techniques and models based on desired confidence level

Quality Gurus Guru: an influential teacher or popular expert. Deming and Juran Guru: an influential teacher or popular expert. https://marketingland.com/what-has-become-of-the-search-guru-16289

Gurus: Deming System Variation Every system must have a purpose Processes are cross-functional and all of these functions must work together System must be optimized as whole Variation Multiple sources of variation exist in any process Variation results in product failures, unhappy customers, and unnecessary costs Statistical methods must be used to identify and quantify variation to help understand it and lead to improvements

Gurus: Juran Quality planning follows a universal sequence of steps, as follows: Identify customers and target markets Discover hidden and unmet customer needs Translate these needs into product or service requirements Develop a service or product that exceeds customers' needs Develop the processes that will provide the service, or create the product, in the most efficient way

Total Quality Management (TQM) Management approach that became popular in the 80s. Focuses on customer satisfaction as the key measure of performance and driver for business decisions. Continuous improvement of processes. Invest on quality as poor quality costs organizations money Cost of inspecting, rework, scrap Lost customers Invest on design for quality and prevention of errors.

ISO 9000 ISO 9000 is a Quality management system (QMS) designed to help organizations ensure they meet the needs of customers and other stakeholders Requires third party certification Over a million organizations worldwide are certified ISO has multiple standards related to quality management, best known for ISO 9000

ISO 9000 Examples of issues that are controlled by a QMS Control of Documents Control of Records Internal Audits Control of Nonconforming Product / Service Corrective/ Preventive Actions https://www.burrowglobal.com/quality/

Additional Resource American Society for Quality (ASQ): professional organization - provides training, certifications, networking opportunities. Nice presentation of quality tools and techniques Materials for purchase (textbooks/ guides) On-line and classroom based certifications National Conferences