1. The Certified Quality Process Analyst Handbook 2nd edition Chapter 1: Quality Concepts Authors: Christensen, Coombes-Betz, and Stein
Presented by Dr. Joan Burtner
Certified Quality Engineer
Associate Professor and Chair
Dept. of Industrial Engineering and Industrial Management
Mercer University

2. Chapter 1 Overview Quality planning
Quality standards, requirements, and specifications
Cost of quality
Quality documentation
IDM355 Fall 2019
Dr. Joan Burtner, Assoc. Prof. and Chair, Dept. of Industrial Engineering

3. Responsibilities for Quality Planning
Top-level management is responsible for establishing the organization’s commitment to quality.
Typically the organization designates a group (often called the quality council) that acts as a steering committee for the corporate quality initiative.
The quality council is responsible for prioritizing improvement projects and making recommendations to management.
IDM355 Fall 2019
Dr. Joan Burtner, Assoc. Prof. and Chair, Dept. of Industrial Engineering

4. Setting Goals and Objectives
SMART guidelines for goals and objectives
S = Specific
M = Measurable
A = Attainable
R = Realistic
T = Time-bound
SMART example:
“To ensure that we are satisfying our customers, 90 percent of our customers will give us 5’s or 6’s on our customer satisfaction survey by January 2014.” page 4 of text
Link quality goals to:
Product satisfaction
Service satisfaction
Customer satisfaction
Cost of quality
IDM355 Fall 2019
Dr. Joan Burtner, Assoc. Prof. and Chair, Dept. of Industrial Engineering

5. Deploying the Plan Allocate resources
Designate personnel
Assign specific tasks
Provide equipment, materials, facilities, processes
Hold individuals accountable for implementing the plan
Identify measures of success
Are requirements met?
Are expectations met?
Is the customer satisfied?
IDM355 Fall 2019
Dr. Joan Burtner, Assoc. Prof. and Chair, Dept. of Industrial Engineering

6. Quality Standards, Requirements, and Specifications
Quality assurance / total quality control philosophy led to quality standards
ISO 9000
International standard for quality management systems
Successful companies anticipate customer requirements
Customer requirements are translated into specifications
Physical, measurable characteristics
Environmental, safety, maintainability requirements
May also be federal environmental standards
IDM355 Fall 2019
Dr. Joan Burtner, Assoc. Prof. and Chair, Dept. of Industrial Engineering

7. Cost of Quality (COQ) Cost of quality categories
Prevention
Appraisal
Internal
External
The total cost of quality equals the sum of the costs associated with the four categories listed above.
IDM355 Fall 2019
Dr. Joan Burtner, Assoc. Prof. and Chair, Dept. of Industrial Engineering

8. Cost of Quality - Prevention
The costs of all activities specifically designed to prevent poor quality in products or services.
Examples
New product review
Quality planning
Supplier capability surveys
Process capability evaluations
Quality improvement team meetings
Quality improvement projects
Quality education and training
IDM355 Fall 2019
Dr. Joan Burtner, Assoc. Prof. and Chair, Dept. of Industrial Engineering

9. Cost of Quality - Appraisal
The costs associated with measuring, evaluating, or auditing products or services to assure conformance to quality standards and performance requirements
Examples
Incoming and source inspection/test of purchased material
In-process and final inspection/test
Product, process, or service audits
Calibration of measuring and text equipment
Associated supplies and materials
IDM355 Fall 2019
Dr. Joan Burtner, Assoc. Prof. and Chair, Dept. of Industrial Engineering

10. Cost of Quality - Internal
The costs resulting from products or services not conforming to requirements or customer/user needs.
Failure costs occurring prior to delivery or shipment of the product … or the furnishing of a service …to the customer
Examples of internal failure
Scrap
Rework
Re-inspection
Retesting
Material review
Downgrading
IDM355 Fall 2019
Dr. Joan Burtner, Assoc. Prof. and Chair, Dept. of Industrial Engineering

11. Cost of Quality - External
The costs resulting from products or services not conforming to requirements or customer/user needs.
Failure costs occurring after delivery or shipment of the product … and during or after furnishing of a service …to the customer
Examples of external failure
Processing customer complaints
Customer returns
Warranty claims
Product recalls
IDM355 Fall 2019
Dr. Joan Burtner, Assoc. Prof. and Chair, Dept. of Industrial Engineering

12. Quality Documentation
Three purposes
Guide individuals in the performance of their duties
Standardize the work processes throughout the organization
Provide a source of evidence regarding practices
See separate PowerPoint on course web site.
IDM355 Fall 2019
Dr. Joan Burtner, Assoc. Prof. and Chair, Dept. of Industrial Engineering