Introduction - to - Quality - Control - pdf

Introduction to Quality Control: A Comprehensive Guide to Quality Control

In today’s competitive world, quality control is not just a process—it’s a necessity for business success. This presentation provides an in-depth look at quality control, statistical quality management, and key quality dimensions that drive excellence in products and services.

Key topics covered:
✅ Fundamental terminologies in quality control
✅ Statistical quality control techniques
✅ Quality from both consumer and producer perspectives
✅ Dimensions of quality in manufacturing and services
✅ The evolving role of quality in business operations

Whether you’re a student, professional, or industry expert, this presentation equips you with valuable insights into maintaining and improving quality standards. Explore now and take your quality management knowledge to the next level!

#QualityControl
#TQM
#StatisticalAnalysis #BusinessExcellence

1. STATISTICAL QUALITY
CONTROL

2. BASIC TERMINOLOGIES
Statistics:Statistics means data, a good amount of data. Or simply, the
collaborative study of accumulation, analysis, interpretation and presentation
of massive volumes of data.
“Statistics are valuable representations of data that assist in the analysis and
decision-making process”
Statistical tools:Applications of statistical methods in order to visualize,
interpret and anticipate outcomes over collected data.
Dr.Ghada Kholief

3. BASIC TERMINOLOGIES
•Quality“ a characteristic of fitness for
purpose at lowest cost” , or
•“degree of perfection that suffices the
customer requirements”.
•Quality can be defined as “the entirety of
features and characteristics for products and
services satisfying implicit and explicit demands
of customers.
Dr.Ghada Kholief

4. BASIC TERMINOLOGIES
Control:An approach of measuring and inspecting a certain phenomenon for a
product or a service, control suggests when to inspect, and how much to inspect.
The system includes feedback to understand the causes for poor quality and
necessary corrective steps.
The control system basically determines the quality characteristics of an item,
correlates the same with predefined quality standards and distinguishes between
defective items from non-defectives ones.
Dr.Ghada Kholief

5. BASIC TERMINOLOGIES
•Quality control:Quality control is one of the most
important tools deployed to check the definite level of
quality of products, or services. In todays’ highly
competitive business environment, quality control has
evolved as a prominent tool and a critical factor via any
successful industry to ensure standard quality. In 1982,
Peters and Waterman recognized quality as a crucial
element in the virtue of excellence.
Dr.Ghada Kholief

6. BASIC TERMINOLOGIES
Therefore, quality control is the employment of appropriate techniques and
activities to accomplish, sustain and upgrade the quality of products and
services and to satisfy customer’s needs in terms of price, safety, availability,
reliability, usability, etc.
The method employsstatistical techniquesbased on probability theory to
establish standards of quality and uphold it in the most economical manner.
Dr.Ghada Kholief

7. INTRODUCTION
•Quality is one of the four key objectives of
operations
•Historical development of quality concepts
•Inspection (early 1900s)
•Statistics quality control (Shewhart (1940s)
•Quality management (1960s)
•Quality is responsibility of everyone in the
organization
Dr.Ghada Kholief

8. WHAT IS QUALITY?
•Oxford American Dictionary
•a degree or level of excellence
•American Society for Quality
•totality of features and
characteristics that satisfy needs
without deficiencies
•Consumer’s and producer’s
perspective
Dr.Ghada Kholief

9. QUALITY
Meeting, or exceeding, customer requirements
now and in the future.
i.e. the product or service is fit for the customer’s use
Dr.Ghada Kholief

10. DIMENSIONS OF QUALITY
QUALITY
Quality
of
Conformance
Field
Service
The
“Abilities”
Quality
of
Design
Dr.Ghada Kholief

11. QUALITY OF DESIGN
•Determined before the product is produced
•Translates the “wishes” of customers into
specifications
•Concurrent design through the QFD process.
Dr.Ghada Kholief

12. QUALITY OF CONFORMANCE
Producing a product to meet the specifications
(independent of quality of design)
Dr.Ghada Kholief

13. ABILITIES
•Availability (Continuity of service to customers)
•Reliability (Length of time that a product can be used before it fails—MBTF)
•Maintainability (Restoration of the product or service once it has failed—
MTTR)Uptime
Availability
Uptime Downtime
=
+ MTBF
Availability
MTBF MTTR
=
+
Dr.Ghada Kholief

14. FIELD SERVICE
•Warranty and repair or replacement of the product after it has been
sold.
•Also called customer service, sales service, or just service
•Dimensions
•Promptness
•Competence
•Integrity
Dr.Ghada Kholief

15. DIFFERENT TYPES OF QUALITY
Quality of market research
Quality of concept
Quality of specification
Technology
Employees
Management
Reliability
Maintainability
Logistical support
Promptness
Competence
Integrity
Quality of design
Quality of conformance
Availability
Field service
Customer
satisfaction
Dr.Ghada Kholief

16. WHAT IS QUALITY:
CUSTOMER’S PERSPECTIVE
•Fitness for use
•how well product or service does what it is supposed to
•Quality of design
•designing quality characteristics into a product or service
•A Mercedes and a Ford are equally “fit for use,” but with different design dimensions.
Dr.Ghada Kholief

17. WHAT IS QUALITY:
PRODUCER’S PERSPECTIVE
•Quality of conformance
•making sure product or service is produced according to
design
•if new tires do not conform to specifications, they wobble
•if a hotel room is not clean when a guest checks in, hotel is not
functioning according to specifications of its design
Dr.Ghada Kholief

18. MEANING OF QUALITY
Dr.Ghada Kholief

19. WHAT IS QUALITY:
A FINAL PERSPECTIVE
•Customer’s and producer’s perspectives depend
on each other
•Producer’s perspective:
•production process and COST
•Customer’s perspective:
•fitness for use and PRICE
•Customer’s view must dominate
Dr.Ghada Kholief

20. DIMENSIONS OF QUALITY:
MANUFACTURED PRODUCTS
•Performance
•basic operating characteristics of a product; how well
a car handles or its gas mileage
•Features
•“extra” items added to basic features, such as a
stereo CD or a leather interior in a car
•Reliability
•probability that a product will operate properly
within an expected time frame; that is, a TV will work
without repair for about seven years
Dr.Ghada Kholief

21. DIMENSIONS OF QUALITY:
MANUFACTURED PRODUCTS
•Conformance
•degree to which a product meets pre–established
standards
•Durability
•how long product lasts before replacement; with care, L.
L. Bean boots may last a lifetime
•Serviceability
•ease of getting repairs, speed of repairs, courtesy and
competence of repair person
Dr.Ghada Kholief

22. DIMENSIONS OF QUALITY:
MANUFACTURED PRODUCTS
•Aesthetics
•how a product looks, feels, sounds, smells, or tastes
•Safety
•assurance that customer will not suffer injury or harm
from a product; an especially important consideration for
automobiles
•Perceptions
•subjective perceptions based on brand name, advertising,
etc.
Dr.Ghada Kholief

23. DIMENSIONS OF QUALITY: SERVICES
•Time and timeliness
•how long must a customer wait for service, and is it
completed on time?
•is an overnight package delivered overnight?
•Completeness:
•is everything customer asked for provided?
•is a mail order from a catalogue company complete
when delivered?
Dr.Ghada Kholief

24. DIMENSIONS OF QUALITY:
SERVICE
•Courtesy:
•how are customers treated by employees?
•are catalogue phone operators nice and are their voices
pleasant?
•Consistency
•is same level of service provided to each customer each
time?
•is your newspaper delivered on time every morning?
Dr.Ghada Kholief

25. DIMENSIONS OF QUALITY: SERVICE
•Accessibility and convenience
•how easy is it to obtain service?
•does service representative answer you calls quickly?
•Accuracy
•is service performed right every time?
•is your bank or credit card statement correct every
month?
•Responsiveness
•how well does company react to unusual situations?
•how well is a telephone operator able to respond to a
customer’s questions?
Dr.Ghada Kholief

26. Dr.Ghada Kholief