By Bradley Bryan

 Quality has become one of the most important consumer decision factors among competing products & services of an industrial organization, retail store, a bank, or military defense program.  Quality means fitness for use  Quality is inversely proportional of quality  Quality Improvement is the reduction of variability in processes and products.

 Performance (Will the product do the intended job?)  Reliability (How often does the product fail?)  Durability (How long does the product last?)  Serviceability (How easy is it to repair the product?)  Aesthetics (What does the product look like?)  Features (What does the product do?)

 Perceived Quality (What is the reputation of the company or its product?)  Conformance to Standards (Is the product made exactly as the designer intended?)

 Time line of Quality Methods table 1.1 on pages 10 and 11.  History has been recorded since the 1700’s

 Statistical Process Control (SPC)  Control Charts plots the averages of measurements of a quality characteristic in samples taken from the process versus time.  Center line represents where the process characteristic should fall if there are unusual sources of variability present.  Upper & Lower control limits determine simple statistical considerations

 PDCA Cycle was introduces by Walter A Shewhart  Plan involves proposing a change in the system aimed at improvement.  Do carries out change usually on small or pilot scale, ensure that the results are desired  Check consists of analyzing the results of the change to determine what has been learned about changes carried out.  Act adopt the change

 Lack of constancy of purpose  Emphasis on short term profits  Evaluation of performance, merit rating, and annual reviews of performance  Mobility of top Management  Running a company on visible figures alone  Excessive medical cost  Excessive legal damage awards

 Quality planning is a strategic activity, it is just as vital to an organization’s long term business success for development, financial, marketing plans for human resources.  Quality Assurance is the set of activities that ensures the quality levels of products and services are properly maintained and the customer/supplier issues are resolved.  Quality Control & Improvement involve the set of activities used to ensure products and services meet requirements and are improved on a continuous basis

 W. Edwards Deming important for implementing quality and productivity improvement.  Joseph M Juran implemented the Juran Trilogy: Planning, control and Improvement. He was important for in simplifying quality from an administrative prospective.  Armand V. Feigenbaum important for statistical methods, technical and Engineering methods in total quality control.

 TQM a strategy for implementing and managing quality improvement activities on a organization wide basis.  ISO 9000 series  Six Sigma  Malcolm Baldrige National Quality Award