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    Task#20

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    The document discusses different dimensions of quality including design, process, and service quality. It describes quality gurus like Shewhart, Deming, Juran, Crosby and Feigenbaum and their contributions to quality. It also discusses the costs of quality including prevention, appraisal, internal failure, and external failure costs. The document differentiates between total quality management, ISO9001, and Six Sigma standards. Finally, it describes common quality improvement tools like check sheets, histograms, control charts, Pareto charts, scatter diagrams, and cause-and-effect diagrams.

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    Task#20

    Uploaded by

    ouia ioo
    6 views3 pages
    The document discusses different dimensions of quality including design, process, and service quality. It describes quality gurus like Shewhart, Deming, Juran, Crosby and Feigenbaum and their contributions to quality. It also discusses the costs of quality including prevention, appraisal, internal failure, and external failure costs. The document differentiates between total quality management, ISO9001, and Six Sigma standards. Finally, it describes common quality improvement tools like check sheets, histograms, control charts, Pareto charts, scatter diagrams, and cause-and-effect diagrams.

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    The document discusses different dimensions of quality including design, process, and service quality. It describes quality gurus like Shewhart, Deming, Juran, Crosby and Feigenbaum and their contributions to quality. It also discusses the costs of quality including prevention, appraisal, internal failure, and external failure costs. The document differentiates between total quality management, ISO9001, and Six Sigma standards. Finally, it describes common quality improvement tools like check sheets, histograms, control charts, Pareto charts, scatter diagrams, and cause-and-effect diagrams.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    6 views3 pages

    Task#20

    Uploaded by

    ouia ioo
    The document discusses different dimensions of quality including design, process, and service quality. It describes quality gurus like Shewhart, Deming, Juran, Crosby and Feigenbaum and their contributions to quality. It also discusses the costs of quality including prevention, appraisal, internal failure, and external failure costs. The document differentiates between total quality management, ISO9001, and Six Sigma standards. Finally, it describes common quality improvement tools like check sheets, histograms, control charts, Pareto charts, scatter diagrams, and cause-and-effect diagrams.

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    © All Rights Reserved
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    of 3

    LOUDIVINA M.

    DIONSON

    BSA-1st YEAR

    TASK #20

    1. Explain the dimensions of design quality, process quality and service quality.

    Design quality is the quality that specifies whether the product actually possesses the

    characteristics it does. Process quality is operational effectiveness that an organization performs

    in the process of manufacturing the product perfectly consistent at each stage of the process or

    without any defects. Service quality is more complex because every customer already has certain

    standards or performance where they can consider or evaluate the service.

    2. Describe the quality gurus that contributed to the modern field of quality.

    The field of Quality originated from several individuals who spent their careers researching,

    teaching and developing the field of Quality. These individuals are Walter Shewhart, W.

    Edwards Deming, Joseph Juran, Philip Crosby and Armand Fiegenbaum.

    Dr. Shewhart was a physicist, an engineer, and a statistician, he was born in the USA. His

    work was centered around the necessity of reducing variability as a means to acquire quality.

    Deming surely is the most well- known of the Quality Gurus. He stated to be responsible for the

    origin of Japanese Seamanship. The publication record of Dr. Deming is significant but it

    remains his 14 points and the Deming Cycle that he is best known for. As a Romanian-

    American, Juran was also an engineer. He authored the Quality Control Handbook in 1951, the

    first edition of this work, which is his best-known work. He emphasized the importance of three

    specific factors which came to be known as the quality trilogy: quality of planning, quality
    assurance, and quality control improvement. And Crosby was an American businessman and

    writer. He was of the belief that it is cheaper to spend an extra penny on inspection, scrap and

    rework or bearing the repairs than to incur extra cost for the same. Dr. Feigenbaum was an

    American engineer in quality and business. During the time, from 1958 to 1968, he served as the

    Director of Manufacturing Operations at General Electric. He came up with the principle of total

    quality control which afterwards was referred to as total quality management (TQM). He is also

    well known for his thought that the “hidden plant” is root cause of the large amount of failures.

    He feels that the plant capacity is wasted because of large scale failures and defects.

    3. Discuss the costs of quality.

    The various costs of quality can be broken down into the following four categories:

    prevention costs, appraisal costs, and failure costs, that can be broken down into internal failure

    costs and external failure costs. The cost of prevention encompasses everything that funds are

    spent on to avert the outset of errors. The cost of checking and testing of product measured

    during production process shall include Appraised costs. The defect has been made, and

    consequently if the organization is very lucky it will discover it before it is sent to the customer.

    In some cases, problematic products can be fixed and therefore internal losses are the

    consequences of all this extra work. The moment that damage product leaves the factory to get to

    the customer costs then become the external failure costs.

    4. Differentiate between TQM, ISO9001 and Six Sigma

    The term total quality management (TQM) or quality assurance refers to an integrated system of

    steps within the organization aimed at providing goods or services which meet or exceed the
    customers’ defined specifications and offer the quality that understands and meets the customer’s

    requirements. As ISO is a non-governmental, independent entity, it is the only organization in

    international standardization that is solely responsible for developing the most extensive ISO

    standards in the world. These help businesses in enhancing the productivity while reducing

    mistakes and wastage at the same time. On the contrary, Six Sigma is a collection of methods

    and tools that are applicable for improvement of the processes. The symbol behind Six Sigma

    comes from the term in statistics sigmasigma, which is a standard deviation depiction. It mean

    the change in amount of different values within a set of data.

    5. Describe the tools used in quality improvement projects.

    In any Quality improvement initiative, the collection and evaluation of data is a critical step.

    There are a number of basic generic tools that are most commonly used: Check Sheets, is a

    custom designed form used for the purpose of recording the amounts of occurrence of a specific

    outcome which are of interest. When raw data obtained through a check sheet is put into a

    histogram, it becomes data. It will display the distribution data to that extent. In the case that

    monitoring the performance of a process over time is the objective, a control chart is a tool that

    should be for the purpose. Additionally, a Control Chart comprises an along with. These have

    been established to control the. Pareto Graphs, a special type of Bar chart which displays the

    frequency of a characteristic of in decreasing order are another tool that we use during data

    analysis. The Scatter Diagram is an easy-to-use diagram which helps us figure out if there is a

    relationship between two terms. Cause and Effect Diagrams (Fishbone diagrams) help to define

    whether it is the cause or the effect of a problem.

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