Engr.

Syed Waqas Haider Shah

INTRODUCTION TO
QUALITY
Prepared By: Engr. Syed Waqas Haider Shah

10/25/2016

LECT 7

OUTLINE
2

Quality
Quality-Competitive
Edge
Modern Importance of
Quality
Quality Assurance
History of Quality
Assurance

Little Q and Big Q

Bad Practices
Contemporary
Influences on Quality
Definitions of Quality
Defining Quality
Quality Perspectives

Engr. Syed Waqas Haider Shah

10/25/2016

Engr. Syed Waqas Haider Shah

10/25/2016

Quality
4

The standard of something as measured against other things

of a similar kind; the degree of excellence of something.

A distinctive attribute or characteristic possessed by

someone or something.
In manufacturing, a measure of excellence or a state of
being free from defects, deficiencies and significant
variations.
Engr. Syed Waqas Haider Shah

10/25/2016

Quality
5

It is brought about by strict and consistent commitment to

certain standards that achieve uniformity of
a product in order to satisfy specific customer or user
requirements.
ISO 8402-1986 standard defines quality as "the totality
of features and characteristics of a product or
service that bears its ability to satisfy stated or implied
needs.
If an automobile company finds a defect in one of their
cars and makes a product recall, customer reliability and
therefore production will decrease because trust will be
lost in the car's quality.Engr. Syed Waqas Haider Shah 10/25/2016

Quality-Competitive Edge
6

No quality, no sales.
No sales, no profit.
No profit, no jobs.
-VP of Chrysler Corp

Engr. Syed Waqas Haider Shah

10/25/2016

Modern Importance of Quality

7

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

Engr. Syed Waqas Haider Shah

10/25/2016

Quality Assurance
8

...is any action directed toward providing customers

with goods and services of appropriate quality.

Engr. Syed Waqas Haider Shah

10/25/2016

History of Quality Assurance

9

Skilled craftsmanship during Middle Ages

Industrial Revolution: rise of inspection and separate
quality departments
Statistical methods at Bell System
Quality control during World War II
Quality management in Japan

Engr. Syed Waqas Haider Shah

10/25/2016

Early History
10

The US Quality Revolution

If Japan can Why Cant We?

Government safety regulations

Consumer Products Safety Commission
Product-liability judgments

Engr. Syed Waqas Haider Shah

10/25/2016

Little Q and Big Q

11

q: Manufacturing Quality
Q: Management of Quality
Expression that contrasts the difference between striving
for quality in all of the firm's products and processes (the big 'Q')
and striving for quality in a limited or specific area (the little 'q').

Long-term relationships,
Develop strategy,
Measure performance,
Analyze data,
Reward & train employees,
Design and Deliver product and services
Customer satisfaction
Engr. Syed Waqas Haider Shah

10/25/2016

Bad Practices
12

Disappointments and Criticism

Engr. Syed Waqas Haider Shah

10/25/2016

Definitions of Quality
13

Transcendent definition: excellence

Product-based definition: quantities of product attributes

User-based definition: fitness for intended use

Value-based definition: quality vs. price
Manufacturing-based definition: conformance to specifications
Engr. Syed Waqas Haider Shah

10/25/2016

Quality Perspectives :
14

Engr. Syed Waqas Haider Shah

10/25/2016

Defining Quality
15

Judgmental Perspective
Transcendent/ superior (Absolute recognizable)Rolex watches, BMW, Lexus
Excellence (Abstract/ subjective)

Engr. Syed Waqas Haider Shah

10/25/2016

Defining Quality
16

Product-Based Perspectivefunction of some measurable variables

No. of dots/in
No. of cylinders in an engine
Mistakenly assumed to be related to price!

Engr. Syed Waqas Haider Shah

10/25/2016

Quality
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User-Based Perspectivewhat a customer wants!

Fitness for intended use.
Service conditions.
Environment etc.

Engr. Syed Waqas Haider Shah

10/25/2016

Defining Quality
18

Value-Based Perspective
Usefulness or satisfaction Vs price (Value pricing)
Better performance for comparable price -internet facilities

Engr. Syed Waqas Haider Shah

10/25/2016

Quality
19

Manufacturing-Based Perspective
Conformance to specifications (measurable)tolerances, dimensions, taste, experience

Engr. Syed Waqas Haider Shah

10/25/2016

Quality Perspectives
20

Engr. Syed Waqas Haider Shah

10/25/2016