Da Nang University of Economics

UNIT 15 Managing Business Activities to Achieve Results (MBAAR) Quality

Agenda
Quality systems Quality control Quality assurance Total quality management Managing and monitoring quality Cost of quality

QUALITY SYSTEMS

Quality
Quality: the totality of features and characteristics of a product or service which bears on its ability to meet stated or implied needs

QualityQuality of Design
Quality of Conformance

Quality

Product Design Assess customer needs Design a product to meat these needs Involve suppliers, customers and manufacturing staff Set product specification

Product Design.. Why there are bumps on 5 key on your phone and f and J keys on your laptops?
Why off switch is downwards for circuit breakers?

Quality

Quality
Product Design.. Future cell phones

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Source: www.huffingtonpost.com

Quality
Product Design.. Future cell phones

Source: www.huffingtonpost.com

Process Design Quality Process must be designed to meet final product design specification Design process while product is being designed Set process limits

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Process Control: Quality Ensure that process produces a product according to product specifications Keep the process within limits

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Quality
(1) Identify ALL Product Requirements needed by customers and designers. It can be in terms of: Size Weight Material Durability Features, Functions, Conformance EHS (Environment, Health and Safety) (2) Compare it with quality criteria and Reject/Accept some requirements: Finalize a new requirements specification Doc.

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Quality system Includes: Materials Components Type of machine used in:

Design Manufacturing Packaging Material handling Testing shipping

Quality systems

Training and experience of production staff Environmental conditions

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Quality systems
Quality Manual

.
Main process & sub-processes

Quality Procedures Work Instructions (for detail tasks) Supporting Documents

Design Doc. Blueprints Process Flowcharts Checklists Forms Records 14

Quality systems

Blueprints

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Case study: The Coca-Cola

1. Identify product requirement for Coca-cola. 2. What quality systems can you identify in Coca-Cola production? (Materials, technology, people, processes, packaging, material handling, etc. Present in PPT: In group: Max. 6-8 slides On Friday
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URL: http://www.youtube.com/watch?v=dVfUo6NzTKE

Quality standards
ISO classification include:
From ISO 1 to ISO 80000

ISO 9000 ISO 19001

: Output quality management : Environmental management

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Quality standards
Prepare quality manual (policies, procedures, etc.)

ISO certificate process

Assessor visits the company

If approved,
ISO certificate is issued

Conduct annual Audit

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The quality hierarchy

Planned and systematic actions Quality Assurance Make sure design is according (QA) to specifications/ requirements (rules, policies, procedures, etc.) Quality Control (QC) Operational techniques Reduce costs of quality Product inspection Prevention; Planning
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Total Quality Management (TQM)

Wider perspective (entire organisation)

Inspection

Detection; finding mistakes