Lec # 1 %2c2 (Quality Review) Dale.H Besterfield(1).ppt

Quality Control

1. Quality ImprovementQuality Improvement
(Formerly titled Quality Control 8th Edition)(Formerly titled Quality Control 8th Edition)
PowerPoint presentation to accompany
Besterfield, Quality Improvement, 9th edition

Chapter 1Chapter 1
Introduction to QualityIntroduction to Quality

2. Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
2
Textbook OutlineTextbook Outline
Introduction to Quality Improvement
Lean
Six sigma
SPC
Control Charts for Variables
Additional SPC techniques for
Variables

3. Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
3
Outline (Continued)Outline (Continued)

4. Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
4
Learning ObjectivesLearning Objectives
When you have completed this chapter you
should be able to:
Define quality, quality control, quality
improvement, statistical quality control,
quality assurance, and process.
Be able to describe FMEA, QFD, ISO 9000,
ISO 14000, Benchmarking, TPM, Quality by
Design, Products Liability, and IT

5. Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
5
Definitions Definitions
Quality
•Ratio of the perceptions of performance to
expectation.
•ASQ—Each person or sector has its own.
•ISO 9000—Degree to which a set of inherent
characteristics fulfills requirements.
•All of the above.

6. Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Definitions (Continued)Definitions (Continued)
Quality Control--Use of techniques to achieve and
sustain the quality.
Quality Improvement--Use of tools and techniques
to continually improve the product, service, or
process.
Statistical Quality Control—Use of statistics to
control the quality.
Acceptance Sampling
SPC

7. Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Definitions (Continued)Definitions (Continued)
Quality Assurance--Planned or
systematic actions necessary to
provide adequate confidence that the
product or service will satisfy given
requirements.
Process--Set of interrelated activities
that uses specific inputs to produce
specific outputs. Includes both internal
and external customers and suppliers.

8. Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
8
The Dimensions of QualityThe Dimensions of Quality
DIMENSIONDIMENSION MEANINGMEANING
Performance Primary product characteristics
Features Secondary characteristic (remote control, etc)
Conformance Meeting specifications or industry standards
Reliability Consistency of performance over time
Durability Useful life
Service Resolution of problems and complaints
Response Human-to-human interface
Aesthetics Sensory characteristics
Reputation Past performance and other intangibles

9. Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Quality Assurance
QA aims to prevent defects
with a focus on the process
used to make the product. It
is a proactive quality process.
The goal of QA is to improve
development and test
processes so that defects do
not arise when the product is
being developed
Quality Control
QC aims to identify (and
correct) defects in the
finished product. Quality
control, therefore, is a
reactive process.
The goal of QC is to identify
defects after a product is
developed and before it's
released.
Quality Assurance & Quality ControlQuality Assurance & Quality Control

10. Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Quality Assurance
Prevention of quality
problems through planned
and systematic activities
including documentation.
Everyone on the team
involved in developing the
product is responsible for
quality assurance.
Verification is an example of
QA
QA is a managerial tool
Quality Control
The activities or techniques
used to achieve and maintain
the product quality, process
and service.
Quality control is usually the
responsibility of a specific
team that tests the product
for defects.
Validation/Software Testing
is an example of QC
QC is a corrective tool

11. Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
11
Historical ReviewHistorical Review
Skilled craftsmanship during Middle Ages
Industrial Revolution: rise of inspection
and separate quality departments
Statistical methods at Bell System (1924)
The American Society for Quality (1946)
Deming (1950) - Quality

12. Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
12
Historical Review (Continued)Historical Review (Continued)
First Quality Control Circles (1960)
1980s
TQM
Statistical Process Control, SPC
Malcolm Baldrige National Quality Award
Taguchi
ISO (1990)
Via Internet (2000)

13. Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
13
Responsibility for QualityResponsibility for Quality
CustomerCustomer
ServiceService
Packaging andPackaging and
StorageStorage
InspectionInspection
and Testand Test
ProductionProduction
ProcessProcess
DesignDesign
ProcurementProcurement
DesignDesign
EngineeringEngineering
MarketingMarketing
QualityQuality
ProductProduct
OrOr
ServiceService

14. Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
14
Responsibility for QualityResponsibility for Quality
Marketing
Help to evaluate the level of product quality
that a customer wants, needs..
Design Engineering
Translate the customer’s requirements into
operating characteristics, exact
specifications, and appropriate tolerances
Procurement
Responsible for procuring quality materials
and components

15. Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
15
Responsibility for Quality Responsibility for Quality
(Continued)(Continued)
Process Design
Develops processes and procedures
that will produce a quality product/service
Production
Produce quality products and services
Inspection and Test
Appraise the quality of purchased and
manufactured items and to report the
results

16. Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
16
Responsibility for Quality Responsibility for Quality
(Continued)(Continued)
Packaging and Storage
Preserve and protect the quality of the product
Inspection and Test
Appraise the quality of purchased and
manufactured items and to report the results
Can sometimes be automated
Service
Fully realizing the intended function of the product
during its expected life

17. Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Quality by DesignQuality by Design
Quality by Design is the practice of using a
multidisciplinary team to conduct product or service
conception, design, and production planning at one
time.
The major benefits are faster product development,
shorter time to market, better quality, less work-in-
process, fewer engineering change orders, and
increased productivity

18. Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
18
Chief Executive OfficerChief Executive Officer
The highest-ranking executive
officer within a company or
corporation, who has
responsibility for overall
management of its day-to-day
affairs under the supervision of
the board of directors

19. Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
19
Chief Executive Officer Chief Executive Officer
(Continued)(Continued)
Ultimate responsibility for quality
35% of the time is spent on quality
Quality performances

20. Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Products LiabilityProducts Liability
Consumers are initiating lawsuits in record
numbers as a result of injury, death, and property
damage from faulty product or service design or
faulty workmanship.
Reasons for injuries:
Behavior or knowledge of the user.
Environment where the product is used.
Design and production of the item.

21. Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
21
HomeworkHomework
Chapter 1, question 2.
Note: You do not need to actually visit one
of the businesses. Do an internet search
and give a synopsis of what you find.
Length: ½ to 1 page