1. Quality Management in Business and Manufacturing Sectors

2. Quality
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.
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|.
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. The variation is called robustness or sensitivity.

3. 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, development of instruments to measure the quality.
Now: (1) quality assurance/control is made at design stage, manufacturing stage, use stage, and whole life cycle by means of inspection, (2) quality is not just about the inspection but also management which determines for example when to inspect.

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

5. ISO 9000 - Overview Minimum Quality assurance 1. Purpose Context:
How to control quality ???
Context:
Globalization
Focus on process and management to a product
Product Quality: perceived and non-perceived
A standard for quality control in Business Sector
A standard in governing management practice

6. 2. What it is and its evolution
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

7. ISO 9000 - Overview Cost-related performance measure
Customer satisfaction measure

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

9. 4. Behavior of the ISO 9000 certificate
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

10. 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

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