Quality Management in Business and Manufacturing Sectors

Quality 1.For a single product, the quality refers to the degree of conformity of the actual function of a product made to the required function of a product to be developed. 2.A product has a target (say t) and its actual performance (say y). The quality is about the closeness between y and t, namely |y – t|. 3.For a bench of products (say m numbers of the product), not only |y-t| is an attribute to measure the quality but also is the variation of |y-t| for the product in the bench an attribute to measure the quality.

Quality - Quality is nothing new. There has been quality in both the ancient world and modern world. - What makes difference in quality between now and past is:  Past: inspection, sorting out the defect products.  Now: (1) quality assurance is made at design stage, manufacturing stage, use stage, and whole life cycle by means of inspection and management.

Quality Management: Activities of  Leading,  Planning,  Coordinating,  Controlling 1.Is the number of check points suitable (e.g., certainly if the check point is just at the end, it is usually not enough)? 2.Is there any personnel who looks after quality inspection? 3.Is there any procedure that looks after quality problem correction? 4.Etc. Examples of Management

ISO Overview 1. Purpose  A standard for quality control in Business Sector  A standard in governing management practice Context: Globalization How to control quality ??? Product Quality: perceived and non-perceived Focus on process and management to a product Minimum Quality assurance

ISO Overview 2. What it is and its evolution  1987, ISO 9000 series of management  1994, ? ISO 9001  Provide a system model for quality assurance in design, production and servicing  There must be time-based performance measure

ISO Overview  Cost-related performance measure  Customer satisfaction measure

ISO Overview 3. Quality Control Architecture Components Level System Level Management LevelISO 9000

ISO Overview 4. Behavior of the ISO 9000 certificate - Enforce an explicit statement of declared aims and specifications - Enforce a system of monitoring and keeping records - Establish clearly documented procedures that are understood by everyone concerned - Provide adequate quality training for everyone - Focus on customer needs - Supplier/customer relationship with mutually agreed requirements - Provide an auditable system that can be verified by external auditors

5. Registration Road Map - Establish a quality steering committee with empowerment - Train management and employees - Communicate a registration plan - Develop an implementation plan - Create self-assessment questions - Establish a quality manual and procedures - Establish an internal auditing system

5. Registration Road Map - Measure compliance to the procedures - Establish a corrective action system - Review results and act appropriately