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

2. 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.

3. 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.

4. 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

5. 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.

6. 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

7. Quality Basics

8. 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.

9. 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?

10. 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

11. 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

12. Quality Gurus Guru: an influential teacher or popular expert.
Deming and Juran
Guru: an influential teacher or popular expert.

13. 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

14. 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

15. 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.

16. 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

17. 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

18. 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