10/9/2024

Quality Basics

Chapter 1

Introduction

Vibrant, bold colors, evokes Classical and traditional styles,

strong emotions and has a unique famous landscapes and historical
composition scenes
Quality, 5th ed. © 2010 Pearson Higher Education,
Donna C. S. Summers 2 Upper Saddle River, NJ 07458. • All Rights Reserved.

1
 10/9/2024

Introduction

Quality, 5th ed. © 2010 Pearson Higher Education,

Donna C. S. Summers 3 Upper Saddle River, NJ 07458. • All Rights Reserved.

Defining Quality

 Quality can vary depending on context and

perspective.
 Pros: Recognizes individual or group preferences.
 Cons: Lack of specificity and clear criteria.

Quality, 5th ed. © 2010 Pearson Higher Education,

Donna C. S. Summers 4 Upper Saddle River, NJ 07458. • All Rights Reserved.

2
 10/9/2024

Objective-Based Definition
 Measuring something against established
requirements and standards.
 "Quality is the degree to which a product, service,
or process meets or exceeds established
requirements and standards."
 Quality determined objectively based on
measurable attributes.
 Methodologies like Six Sigma, TQM, and ISO
standards.

Quality, 5th ed. © 2010 Pearson Higher Education,

Donna C. S. Summers 5 Upper Saddle River, NJ 07458. • All Rights Reserved.

Dimensions of Quality
 Different dimensions of
quality:
 Product Quality
 Service Quality
 Process Quality Good process quality means they
Product Quality
Continuous is about howisgood
Improvement all
Customer-Centric Customer-Centric
make
Service
Cost things
of smoothly
Quality
Quality Quality
isisabout
about how iswell
without all
tooa
spending

things- are
about at doing
getting betterwhat
overthey're
time..
Quality about
many
companymaking
mistakes,
theor a customers
which
person
right amount. happy.
can
serves save
you.
supposed to do.
 Cost of Quality time and money.
 Continuous
Improvement

Quality, 5th ed. © 2010 Pearson Higher Education,

Donna C. S. Summers 6 Upper Saddle River, NJ 07458. • All Rights Reserved.

3
 10/9/2024

Product Quality
 Smartphone A:
o A high-resolution camera
o It comes with a sleek and stylish design
o The build quality is solid, giving it a premium feel.

 Smartphone B:
o A lower-resolution camera but excels in battery life
o Offers affordability and meets the needs of users.
o The build quality, while not as premium as Smartphone A,
is still reliable and functional.

Quality, 5th ed. © 2010 Pearson Higher Education,

Donna C. S. Summers 7 Upper Saddle River, NJ 07458. • All Rights Reserved.

Service Quality
 Airline X:
o Excellent in-flight service and the flight attendants are friendly
o Responsive customer support
o Known for being punctual

 Airline Y:
o Decent in-flight service, but it might not be as luxurious as
Airline X's.
o Longer customer support response time
o Occasional flight delays

Quality, 5th ed. © 2010 Pearson Higher Education,

Donna C. S. Summers 8 Upper Saddle River, NJ 07458. • All Rights Reserved.

4
 10/9/2024

Process Quality
 How well a company's operations run and how
efficient and error-free their production processes are.

 Company X:
o Efficient production processes with fewer errors
o Low defect rates
o Lower production costs
 Company Y:
o Frequent delays and hiccups in operations
o Higher defect rates and rework
o Higher production costs
Quality, 5th ed. © 2010 Pearson Higher Education,
Donna C. S. Summers 9 Upper Saddle River, NJ 07458. • All Rights Reserved.

Cost of Quality Example

 Balance between the money spent on ensuring quality
and the money saved by avoiding errors and defects.

 Company X:
o Investing in robust quality control measures
o Fewer defective products and less rework
o Lower overall cost of quality

 Company Y:
o Doesn't emphasize quality control as much
o Often produce products with defects
o Higher overall cost of quality
Quality, 5th ed. © 2010 Pearson Higher Education,
Donna C. S. Summers 10 Upper Saddle River, NJ 07458. • All Rights Reserved.

5
 10/9/2024

Continuous Improvement Example

 Focusing on the efforts a business makes to get better
over time.

 Restaurant X:
o Committed to constantly improving its offerings.
o Regular adjustments to their menu
o Regular training sessions for the staff

 Restaurant Y:
o Maintains the same menu and service approach
o Do not actively seek feedback from customers
o Infrequent staff training
Quality, 5th ed. © 2010 Pearson Higher Education,
Donna C. S. Summers 11 Upper Saddle River, NJ 07458. • All Rights Reserved.

Quality Basics

 Quality Definitions:
 American Society for Quality (ASQ)
 Quality: a subjective term for which each person has his
or her own definition. In technical usage, quality can
have two meanings: (1) the characteristics of a product or
service that bear on its ability to satisfy stated or implied
needs and (2) a product or service free of deficiencies.

Quality, 5th ed. © 2010 Pearson Higher Education,

Donna C. S. Summers 12 Upper Saddle River, NJ 07458. • All Rights Reserved.

6
 10/9/2024

Quality Definitions
 Dr. W. Edwards Deming
 Quality: non faulty systems.
 Deming's philosophy of continuous
improvement
 Quality should be built into systems
 Dr. Joseph Juran
 Quality: Fitness for use.
 Meeting customer needs and expectations
 Philip Crosby
 Quality: conformance to requirements.
 Meeting established standards and

specifications
th
Quality, 5 ed. © 2010 Pearson Higher Education,
Donna C. S. Summers 13 Upper Saddle River, NJ 07458. • All Rights Reserved.

Quality Basics
Quality is a customer determination which is
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—always representing a moving
target in a competitive market.
 Dr. Armand Feigenbaum (1920 - )

Quality, 5th ed. © 2010 Pearson Higher Education,

Donna C. S. Summers 14 Upper Saddle River, NJ 07458. • All Rights Reserved.

7
 10/9/2024

Quality Basics

 Processes and Process Improvement

 A process takes inputs and performs value-added
activities on those inputs to create an output.

raw materials, product, service,

information, or or deliverable
resources
Quality, 5th ed. © 2010 Pearson Higher Education,
Donna C. S. Summers 15 Upper Saddle River, NJ 07458. • All Rights Reserved.

Quality Basics
 Variation:

 Variation is present in any natural process, no two products

or occurrences are exactly alike.
 Bolt Manufacturing
 Material properties, machine variability, and human
interactions
 Length of a bolt measures 49.8 mm
 Tolerance limits of ±1 mm

Quality, 5th ed. © 2010 Pearson Higher Education,

Donna C. S. Summers 16 Upper Saddle River, NJ 07458. • All Rights Reserved.

8
 10/9/2024

Quality Basics
 Specifications:
 Specifications state product or service characteristics in
terms of a desired target value or dimension.
 Length precisely 50 millimeters

 Tolerance Limits:
 Tolerance limits show the permissible changes in the
dimension of a quality characteristic.

Quality, 5th ed. © 2010 Pearson Higher Education,

Donna C. S. Summers 17 Upper Saddle River, NJ 07458. • All Rights Reserved.

The Evolution of Modern Quality

 Inspection:

o Activities designed to detect or

find non-conformances.
o Systematic examination of the end
result to ensure it aligns with the
intended requirements.
o Artisans and craftsmen

Quality, 5th ed. © 2010 Pearson Higher Education,

Donna C. S. Summers 18 Upper Saddle River, NJ 07458. • All Rights Reserved.

9
 10/9/2024

The Evolution of Modern Quality

 Quality Control

o Use of specifications and inspection of completed

parts, subassemblies, and products
o Proactively manage and monitor the entire
production process
o Walter Shewhart: developing statistical methods to
monitor and control quality during production (SPC)
o W. Edwards Deming: continuous improvement and
building quality into systems.
Quality, 5th ed. © 2010 Pearson Higher Education,
Donna C. S. Summers 19 Upper Saddle River, NJ 07458. • All Rights Reserved.

The Evolution of Modern Quality

 Statistical Quality Control (SQC)

o Collecting statistical data, analyzing it, and interpreting

it to solve problems.
o Identify variations and patterns in data
o Control charts, process capability analysis, and
statistical sampling

Quality, 5th ed. © 2010 Pearson Higher Education,

Donna C. S. Summers 20 Upper Saddle River, NJ 07458. • All Rights Reserved.

10
 10/9/2024

The Evolution of Modern Quality

 Statistical Process Control (SPC):

o Focuses on preventing defects

o Statistical methods to control and monitor the processes
o Maintain processes within established control limits
and specifications
o Control charts, process capability studies, and statistical
tools to track process performance

Quality, 5th ed. © 2010 Pearson Higher Education,

Donna C. S. Summers 21 Upper Saddle River, NJ 07458. • All Rights Reserved.

The Evolution of Modern Quality

 SPC vs SQC

Quality, 5th ed. © 2010 Pearson Higher Education,

Donna C. S. Summers 22 Upper Saddle River, NJ 07458. • All Rights Reserved.

11
 10/9/2024

Quality Basics
 The Evolution of Modern Quality
 Total Quality Management is a management
approach that places emphasis on continuous
process and system improvement as a means of
achieving customer satisfaction to ensure long-term
company success.
 Continuous Improvement focuses on improving
processes in order to enable companies to give
customers what they want the first time, every time.

Quality, 5th ed. © 2010 Pearson Higher Education,

Donna C. S. Summers 23 Upper Saddle River, NJ 07458. • All Rights Reserved.

Quality Basics

 Quality Standards
 ISO 9000, TS 16949, etc.
 a set of international standards that provide guidelines for
quality management systems.
 ISO 9000 is a family of standards that outline the criteria
for a quality management system.
 TS 16949 is a quality management standard specifically
for the automotive industry, aimed at improving product
and process quality within the supply chain.

Quality, 5th ed. © 2010 Pearson Higher Education,

Donna C. S. Summers 24 Upper Saddle River, NJ 07458. • All Rights Reserved.

12
 10/9/2024

Quality Basics

 Quality Methodologies
 Six Sigma
 a data-driven methodology that focuses on reducing
defects and improving process efficiency
 It follows a structured approach (usually the DMAIC
process: Define, Measure, Analyze, Improve, Control) to
identify and eliminate the root causes of defects or
inefficiencies.

Quality, 5th ed. © 2010 Pearson Higher Education,

Donna C. S. Summers 25 Upper Saddle River, NJ 07458. • All Rights Reserved.

13