MEM 650 Agenda - Week 1

 Administrative  Week 3 Assignments

• Confirm class roster
• Homework - Ch 1 - 9
• Confirm meeting time
• Read - Ch 1
• Review requirements
• Attendance
• Presentations:
• Participation “Organizing for
• Homework Quality”
• Presentations
• Discuss course
objectives/approach
 Lecture/discussion
• Chapter 1 Quality Basics
• The Customer

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MEM 650 Quality Control
Quality Basics
Chapter One

MEM 650 Quality Control 2

Defining Quality
 ASQ - “quality is a subjective term for
which each person has his or her own
definition”

 What’s your definition?

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MEM 650 Quality Control
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

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MEM 650 Quality Control
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

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MEM 650 Quality Control
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

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MEM 650 Quality Control
Stout’s View

Quality = Performance
Expectation

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

Isolated Global
Economies Period of Economy
change from
Focus on quantity to Focus on
quantity quality quality

Pre-World War II 1945 1990’s

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MEM 650 Quality Control
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

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MEM 650 Quality Control
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.

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MEM 650 Quality Control
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.

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MEM 650 Quality Control
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.

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MEM 650 Quality Control
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.

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

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

Inspection Inspect products

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MEM 650 Quality Control