1. MEM 650 Agenda - Week 1 Week 3 Assignments Homework - Ch 1 - 9
Administrative
Confirm class roster
Confirm meeting time
Review requirements
Attendance
Participation
Homework
Presentations
Discuss course objectives/approach
Lecture/discussion
Chapter 1 Quality Basics
The Customer
Week 3 Assignments
Homework - Ch 1 - 9
Read - Ch 1
Presentations:
“Organizing for Quality”
MEM 650 Quality Control

2. Quality Basics
Chapter One
MEM 650 Quality Control

3. Defining Quality
ASQ - “quality is a subjective term for which each person has his or her own definition”
What’s your definition?
MEM 650 Quality Control

4. Defining Quality In technical usage, quality can have two meanings:
the characteristics of a product or service that bear on its ability to satisfy stated or implied needs, and
a product or service free of deficiencies
MEM 650 Quality Control

5. Defining Quality - “Gurus”
Deming - “non-faulty systems”
Out of the Crisis
Juran - “fitness for use”
Quality Control Handbook
Crosby - “conformance to requirements”
Quality is Free
MEM 650 Quality Control

6. Defining Quality- Different Views
Customer’s view (more subjective)
the quality of the design (look, feel, function)
product does what’s intended and lasts
Producer’s view
conformance to requirements (Crosby)
costs of quality (prevention, scrap, warranty)
increasing conformance raises profits
Government’s view
products should be safe
not harmful to environment
MEM 650 Quality Control

7. Stout’s View
Quality =
Performance
Expectation
MEM 650 Quality Control

8. Value-based Approach Manufacturing dimensions Service dimensions
Performance
Features
Reliability
Conformance
Durability
Serviceability
Aesthetics
Perceived quality
Service dimensions
Reliability
Responsiveness
Assurance
Empathy
Tangibles
MEM 650 Quality Control

9. Our Textbook Definition
Armand Feigenbaum -
author: Total Quality Control (1961)
“quality is a customer determination based on the customer’s actual experience with the product or service, measured against his or her requirements - stated or unstated, conscious or merely sensed, technically operational or entirely subjective - and always representing a moving target in a competitive market.”
MEM 650 Quality Control

10. Shift to Quality Isolated Economies Global Economy Period of
change from
quantity to
quality
Focus on
quality
Focus on
quantity
Pre-World War II
1945
1990’s
MEM 650 Quality Control

11. History of Quality Paradigms
Customer-craft quality paradigm:
– design and build each product for a particular customer.
– producer knows the customer directly.
Mass production and inspection quality paradigm:
focus on designing and building products for mass consumption.
larger volumes will reduce costs and increases profits.
push products on the customer (limit choices).
quality is maintained by inspecting and detecting bad products.
TQM or “Customer Driven Quality” paradigm:
potential customers determine what to design and build.
higher quality will be obtained by preventing problems
MEM 650 Quality Control

12. Need for a New Strategy Foreign markets have grown
Import barriers and protection are not the answer.
Consumers are offered more choices
They have become more discriminating.
Consumers are more sophisticated
They demand new and better products.
MEM 650 Quality Control

13. Why Quality Improvement?
Global Competition
Economic and political boundaries are slowly vanishing
The 1950’s slogan “Built by Americans for Americans” is very far from reality in the 2000’s.
MEM 650 Quality Control

14. Why Quality Improvement?
“On the stroke of midnight on December 31, 1992, the United States will become the second-largest economy in the world for the first time in a century”.
Quote from a 1990 Xerox quality conference.
More than corporate profits are at risk; the challenge is to the American standard of living.
MEM 650 Quality Control

15. Why Quality Improvement?
It pays
Less rework, fewer mistakes, fewer delays, and better use of time and materials
In United States today, 15 to 20% of the production costs are incurred in finding and correcting mistakes.
MEM 650 Quality Control

16. How Do Organizations Compete?
Most common competitive measures:
Quality (both real and perceived)
Cost
Delivery (lead time and accuracy)
Other measures
safety,
employee morale,
product development (time-to-market, innovative products)
MEM 650 Quality Control

17. Contrasting Approaches
Passive / Reactive
Setting acceptable quality levels
Inspecting to measure compliance
Proactive / Preventive
Design quality in products and processes
Identify sources of variation (processes and materials)
Monitor process performance
MEM 650 Quality Control

18. The Quality Hierarchy Total Quality Management Quality Assurance
Incorporates QA/QC activities
into company-wide system aimed
at satisfying the customer
Total Quality
Management
Prevention
SPC
Actions to insure products or
services conform to company
requirements
Quality Assurance
Operational techniques to make
inspection more efficient and to
reduce the costs of quality.
Quality Control
Detection
SQC
Inspection
Inspect products
MEM 650 Quality Control