CETM09:

Introduction to Quality Concepts

Prof Helen M Edwards

Dept of Computing, Engineering and Technology,
Faculty of Applied Science
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Focus
Importance of Quality
Definitions of Quality
Quality Perspectives

Quality Management

Plan Quality
QA and QC
Quality Improvement
QM concepts
QM principles

Why Bother?
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Importance of Quality
The first job we have is to turn out quality
merchandise that consumers will buy and keep on
buying.
If we produce it efficiently and economically, we will
earn a profit, in which you will share.
William Cooper Procter
to the Procter and Gamble workforce.
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Definitions of Quality

Definitions of Quality
Viewpoint

Focus

Transcendent Excellence
Product-based Numerous product
attributes
User-based
Value-based

Fitness for intended use

Quality vs. price

Manufacturin Conformance to
g-based
specifications

Quality Perspectives
transcendent &
product-based

user-based

needs

Marketing

Customer

products
and
services

value-based

Design
manufacturingbased

Manufacturing
Distribution
Information flow
Product flow

Quality Defined
The degree to which a set of inherent characteristics

fulfils requirements (ISO 9000)

Soquality is a
relative concept.

The link between quality and

requirements, means that quality cannot
be established in a vacuum.

but

Who sets the requirements?

and

If you can set the requirements,

how do you know theyve been achieved?

To achieve Quality
adopt Quality Management
Quality: the degree to which a set of inherent
characteristics fulfils requirements.
The sum of project and product characteristics that help
fulfil the requirements.
If the project or product meet its requisite purpose
properly it can be considered to be of good quality.

Quality Management: the process of directing,

controlling, and coordinating quality activity.
To ensure that a given project will satisfy the needs for
which it was undertaken.
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Three Levels of Quality

Organisational
level:

meeting external
customer
requirements

Process level:

linking external
and internal
customer
requirements

Performer/
job level:
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meeting internal
customer
requirements

Quality Management

From http://getpmpcertified.blogspot.co.uk/2011/06/chapter-47-big-picture-of-quality.html
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Plan Quality

Specify
the project requirements and the metrics needed to
measure whether these are achieved
the procedures used to undertake a project (delivering a
service or product, or managing a contract)
the resources that will be needed,
who will do what and when.

Document this in a formal quality plan

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QA and QC

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QA and QC
QA

QC

Definition:

set of activities for

ensuring quality in the
processes by which
products are developed

set of activities for ensuring

quality in products.

Aims to:

prevent defects with a

identify and correct defects
focus on the process used in the (finished) product
to make the product
before it's released.

Type of
process

Proactive.

Reactive

Responsibility

Everyone on the
operational team.

Usually a specific testing

team.

Purpose

Managerial tool.

Corrective tool.

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Quality improvement
QI within a project

QI for continuous improvement

(re)planning
for quality

auditing
quality

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implementing
quality

Quality Management Concepts

People-focused
management
system

A systems approach
that integrates
organisational
functions and the
supply chain

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Focus on increasing
customer satisfaction
and reducing costs

Stresses learning
and adaptation to
change

Based on the
scientific
method

Why Bother?
Profitability
Improved quality of
design

Improved quality of
conformance

Higher perceived
value

Higher prices

Increased market
share

Increased
revenues

Lower manufacturing
and service costs

Higher profitability
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Why Bother?
Competitive Advantage
Competitive Advantage

Driven by customer wants and needs

Makes significant contribution to business success
Matches organisations unique resources with opportunities
Is durable and lasting
Provides basis for further improvement
Provides direction and motivation

Quality
supports each of these characteristics
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Recap
Importance of Quality
Definitions of Quality
Quality Perspectives

Quality Management

Plan Quality
QA and QC
Quality Improvement
QM concepts
QM principles

Why Bother?
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References
James Evans and William Lindsay (2002) The
Management and Control of Quality. Fifth Edition
Thomson Learning
DTI (2005) From Quality to Excellence.
http://tinyurl/DTI-Quality
Praxiom Research Group Ltd (2010) ISO 9000, 9001,
and 9004 Quality Management Definitions.
http://www.praxiom.com/iso-definition.htm#Quality
Become a Certified Project Manager:
http://getpmpcertified.blogspot.co.uk/
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Self-Study Activity: Quality Gurus

Quality Gurus:
W Edwards Deming

Joseph M Juran

Armand V Feigenbaum
Genichi Taguchi
Philip B Crosby

Kaoru Ishikawa
Shigeo Shingo
Tom Peters

Each student is to prepare an overview of one of these

men, and his contribution to quality,
Bring to the next session,
an A2 sized poster (i.e. 4 A4 sheets) and
a 5 minute pitch to accompany this.
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