1. Basics of Quality Quality Engineering and Quality Management 1 © University of Wisconsin-Madison

2. What is Quality? What do you think? Do you know quality when you experience it? Do you know quality when you see it?

3. Is this Quality?

6. Was this Quality?

7. Defining Quality The American Society for Quality (ASQ) says… quality is a subjective term for which each person has his or her own definition. In technical usage, quality can have two meanings: 1.The characteristics of a product or service that bear on its ability to satisfy stated or implied needs. 2.A product or service free of deficiencies.

8. Better Quality? What car has better quality? 1.A “Ford-built” 2013 Lincoln MKS? 2.A 2013 Ford Fusion? WHY?

9. Better Quality? What car has better quality? 1.The 2013 Lincoln MKS with a base price between $42,800 and $54,400 depending on options? 2.The 2013 Ford Fusion with a base price between $21,700 and $30,200 depending on options? More features and/or a higher price do not necessarily mean higher quality

10. Dimensions of Quality: Products Performance Reliability Durability Serviceability Aesthetics Features 10

11. Dimensions of Quality Perceived Quality Conformance to Standards/Specifications Responsiveness In the Service Sector, also consider: Professionalism Attentiveness 11

12. Critical to Quality (CTQ) Characteristics What the customer or consumer thinks of as “quality” Physical: length, weight, voltage, viscosity.. Sensory: color, taste, appearance… Time Related: reliability, serviceability, durability… For service operations, customer satisfaction may be a CTQ characteristic for the services experienced. 12

13. QUALITY ENGINEERING * The set of operational, managerial, and technical activities that a company uses to ensure that the quality characteristics of a product (or service) are at the nominal or required levels, and that the variability around these desired levels is at a minimum. * Managing, Controlling, and Improving Quality, Montgomery, Jennings, and Pfund, 2011 13

14. The Three Universal Processes of Managing for Quality*: Quality Planning Quality Control Quality Improvement *Juran on Leadership for Quality: An Executive Handbook by J.M. Juran. Copyright 1989 by the Juran Institute Inc.

15. Quality Planning –Define your suppliers and customers - both internal and external –Determine supplier and customer needs and expectations –Develop products and services that satisfy (“delight”) customer –Develop processes able to provide the product and service features –Transfer the plans to the “operating forces”

16. SIPOC Diagram Add Value Supplier Internal or External Process “Work Station” Customer Internal or External

17. AIM: Reduce the Cycle Time, and Number of Defects and Errors for the Internal Coffee Service Process Supplier Starbucks, Purifier, Utility Company Process Coffee Brewing and Pouring Customer Consumer of Coffee Ground Coffee. Water, Filters, and Electricity Correct Temperature, Taste, Strength, & Volume

18. Quality Control –Measure and evaluate actual product and service performance (statistics) –Compare actual performance to goals – customer specification/expectations –Act on any significant differences

19. Quality Improvement –Establish the infrastructure and leadership support/involvement –Identify improvement projects –Establish process improvement teams –Provide the teams with resources, training on problem solving, and motivation to: Diagnose the root causes Define and develop solutions Establish controls to hold the gains

20. Quality Improvement Initiatives (Many Names; Common Themes) Total Quality Management (TQM) Kaizen (Continuous Improvement in small steps) Achieving Competitive Excellence (ACE) Plan – Do – Check – Act (PDCA) JIT and Lean Manufacturing Quality Management Systems (QMS) Six Sigma Lean Six Sigma The “next flavor of the month”

21. All Quality Improvement Processes Involves: People –Use of teams, respect for people, cooperation and collaboration, good communications –Focus on internal and external customer needs and expectations. Decisions based on the scientific method –(Problem solving and statistical methodologies to define, measure, analyze, improve, and control processes) Good team leaders and managers Change management & supporting culture

22. Engineers and Engineering Managers Need to: Use their technical expertise and the quality improvement process to “make things better”. Use their interpersonal skills as a change agent – get things done. Understand that management is a part of engineering – not apart from engineering.

23. Quality & Culture Don't find a fault. Find a remedy. Henry Ford Improving quality is not just about using problem solving methods, statistical techniques, and quality principles and tools, it’s also about organizational culture.