Definition of Quality:

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Definition of Quality
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Exceeding Customer Expectations on What is
Important to Them While Maintaining Social and
Environmental Neutrality or Better
Definition of Quality
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QUALITY DIMENSIONS
1. Performance - Primary Operating
Characteristics 2. Features - Bells and
Whistles Above Base-Options 3. Reliability -
Probability of Malfunction Within a Specific
Time 4. Conformance - Degree to Which Operating
Characteristics Meet Standards 5. Durability
- A Measure of Product Life 6. Serviceability -
Speed/Competence/ Ease of Repair 7. Aesthetics
- Looks, Feel, Taste, Etc. 8. Perception -
Reputation 9. Safety - Risk of Use and/or
Manufacture/Delivery
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QUALITY IMPROVEMENT

• Continuous Improvement seeks continual
  improvement of machinery, materials, labor
  utilization, and production methods through
  application of suggestions and ideas of team
  members.
• VS.
• Relying on major technological or theoretical
  innovations to achieve big win improvements
  while using a standard maintaining system (sms)
  until it occurs.

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CI SMS
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SOME QUALITY TOOLS

• Statistical Process Control
• Cause and Effect Diagram
• Pareto Analysis
• Fail Safe Procedures

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SOME QUALITY TOOLS

• Pareto Analysis
• Statistical Process Control
• Cause and Effect Diagram
• Fail Safe Procedures

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What are the reasons for students doing poorly on
an exam?
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SOME QUALITY TOOLS

• Fail Safe Procedures
• Pareto Analysis
• Statistical Process Control
• Cause and Effect Diagram

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FAILSAFE PROCEDURES TO IMPROVE STUDENT OUTCOME ON
EXAM
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SOME QUALITY TOOLS

• Cause and Effect Diagram
• Fail Safe Procedures
• Pareto Analysis
• Statistical Process Control

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CAUSE AND EFFECT DIAGRAM
Quality Control
Personnel
Purchasing
Management
Quality Problems
Plant Maintenance
Product Design/ Packaging
Marketing
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CAUSE AND EFFECT DIAGRAM
Quality Control
Personnel
Purchasing
Management
Not properly training workers
Accept defective goods from vendors No Supplier
Qualification Program
No commitment to quality from senior management
Not integrated with other departments
Not adequate feedback or supervision of
workers
No statistical process control
Insufficient supervision of production
Quality control at end of production process
No staff for incentives to promote quality
Reward staff for filling quotas not producing
quality goods
Rework procedures complicated and unenforced
Quality Problems
Inadequate pre-production testing of equipment
No pre-production testing of designs
Not coordinated with other departments
No continuous monitoring of designs effectiveness
No scheduled preventive maintenance
Concerned with competition not focused on
customers
Plant Maintenance
Product Design/ Packaging
Marketing
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COST/BENEFIT OF QUALITY IS QUALITY FREE
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COST/BENEFIT OF QUALITYIS QUALITY FREE
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IS QUALITY JUST A MANUFACTURING ISSUE?
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QUALITY IS AN ORGANIZATIONAL-WIDE ENDEAVOR
TOP MANAGEMENT Marketing, Prod
uct/ Process/ Manufacturing/ Ad,
Sell, Package Production Rendering
/Service Dist., Maint., Design Design Design
Design Purchasing Quality
Assurance Other Staff
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QUALITY IS AN ORGANIZATIONAL-WIDE ENDEAVOR
TOP MANAGEMENT Backing/License Level
Pay Sakeholders (Goal) Marketing, P
roduct/ Process/ Manufacturing/ Ad,
Sell, Package Production Rendering
/Service Dist., Maint., Design Design Design
Design Performance Construction Time Eqp.
Adjustment Quality Image Components Cost
Structure Performance to STD Field
Chg. Materials Prod. Tolerances Training-Operati
ons Customer Expec. Layout Envir.
Impacts Documentation Installation Features Ma
intenance Levels Maintenance Levels Returns Docu
mentation Cycle Times Supervision Repairs Jo
b Pacing Rework Tactics Delivery
Expec. Rework Timing of Prod. Share
Goal Purchasing Quality Assurance Vendors
Standard Setting Materials Performance to
STD Equipment Training Installation Benc
hmarking Components Rework Policy Other
Staff Data Availability Cost Quality
History Fin. Objectives Warranty
Policy Prod. History - Where Sold
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Pareto Charts
Causes of Rollovers of Ford Explorers
Firestone
of claims per million tires
Goodyear
Tread Separation of Tires
Decatur
of claims per million tires
Wilson
Oklahoma City
Tread Separation of Firestone Tires
of claims per million tires
95 96 97 98
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Tread Separation According to Year Produced
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Design tire
Production tire
Materials (steel, rubber, solvent)
quality control
geometry
Stability Of SUV
experience of workers
centerpoint of gravity
speed
load
temperature
age of tire (miles, time)
front sway bar
tire pressure
Driving conditions
Design SUV