Engineering 1

COURSE N°06:
QUALITY APPROACH
PREPARATORY CLASS
M, BELOUADAH ZOUHEYR HDR
Definition of Quality
Product quality is the attitude of a company, regardless of its
sector of activity, to meet the explicit and implicit
requirements of the customer. It is reflected in the
implementation of actions within companies aimed at
improving its competitiveness, its internal organization, its
adaptation to its environment and to regulatory and
commercial developments.

Quality Approach
A quality approach is a set of methods and actions aimed at
improving the quality of products, as well as the quality of
services or processes of an organization.
The eight (8) dimensions of the quality of a product by Garvin (1987) :
• Performance (Will the product do the intended job?)
• Features (What does the product do?)
• Conformance to standards (Is the product made exactly as the designer intended?)
• Reliability (How often does the product fail?)
• Durability (How long does the product last?)
• Serviceability (How easy is it to repair the product?)
• Aesthetics (What does the product look like?)
• Perceived Quality (What is the reputation of the company or its product?).
In order to achieve these objectives, an efficient quality management is required, which implies continuous improvement
activities at each operational level and in every functional area of the organization
Quality Management (QM) is the use of management techniques and tools to achieve consistent quality of products
and services, i.e. to achieve maximum customer satisfaction at the lowest overall cost to the organization while
continuing to improve the process. Specifically, for the food industry, that also involves the knowledge and application of
techniques and programs for product safety. Quality management is, thus, the totality of functions involved in the
determination and achievement of quality, including quality assurance and quality control.

Quality Assurance (QA) includes all activities designed to produce products and services of appropriate quality; i.e.
all those planned or systematic actions necessary to provide adequate confidence that a product or service will satisfy
given needs. QA focuses on the entire quality system including suppliers and ultimate consumers of the product or
service.

Quality Control (QC) has a narrower focus than quality assurance. QC focuses on the process of producing the
product or service with the intent of eliminating problems that might result in defects.
Often, however, “quality assurance” and “quality control” are used interchangeably, referring to the actions performed to
ensure the quality of a product, service or process.

Quality Improvement (QI) includes all the actions in an organization that are taken in order to improve products,
services or processes; it is the reduction of (unwanted or harmful) variability in processes and products.
Objectives of the quality approach

The quality approach is broken down into a series of actions allowing a company to:
• improve its competitiveness:
- increase the quality of its products and services
- attract and retain customers
- access new markets
- differentiate itself from its competitors by recognizing and controlling its image
- create an environment conducive to innovation
• improve its organization:
- have good skills
- involve and motivate its staff
- manage these activities
- reduce its costs and deadlines
- overcome any dysfunction
- measure the quality of its services to maintain and improve it
• adapt to regulatory commercial developments and its environment
Steps in the Quality Approach

1. Define Objectives
•Identify clear quality goals aligned with organizational strategy.
•Examples: customer satisfaction, product excellence, compliance with standards.
2. Analyze the Current State
•Assess existing processes and identify gaps.
•Tools: SWOT analysis, process mapping, audits.
3. Develop an Action Plan
•Create a roadmap with key actions, timelines, and responsibilities.
•Include measurable performance indicators.
4. Implement Changes
•Execute the planned actions within the organization.
•Ensure communication and employee involvement.
5. Monitor and Measure Results
•Track progress using KPIs and quality metrics.
•Collect feedback from stakeholders and analyze outcomes.
6. Continuous Improvement
•Apply the PDCA cycle (Plan-Do-Check-Act) for ongoing refinement.
•Foster a culture of innovation and adaptation.
7. Certification and Recognition (Optional)
•Obtain certifications (ISO 9001, etc.) or quality awards to demonstrate excellence.
Some Challenges of the Quality Approach
because the quality approach presents significant and recognized
challenges, many companies have adopted it.
It involves:
•Strengthening customer relationships, and consequently, customer
loyalty, as customers are satisfied with the consideration of their needs
and expectations.
•Enhancing the organization’s credibility with its shareholders,
partners, clients, suppliers, subcontractors, and competitors.
•Ensuring the organization’s sustainability. Indeed, taking requirements
into account allows for continuous improvement, which maintains a
dynamic.
•Reducing the costs of non-quality.
Tools and methods used in quality management

The tools and methods used in quality management help organizations enhance processes, identify issues, and continuously
improve. Here are some key tools:
1. PDCA Cycle (Plan-Do-Check-Act):
A systematic method for continuous improvement, focusing on planning actions, implementing them, checking outcomes, and
making necessary adjustments.
2. Ishikawa Diagram (Cause-and-Effect or Fishbone Diagram):
Identifies root causes of problems by categorizing factors such as people, methods, machines, and materials.
3. 5S Method:
A workplace organization tool to improve efficiency and reduce waste through five steps: Sort, Set in order, Shine,
Standardize, Sustain.
4. Pareto Diagram:
Highlights the most significant issues contributing to problems, based on the 80/20 principle.
5. SWOT Analysis:
Identifies internal strengths and weaknesses and external opportunities and threats.
6. Six Sigma and Lean Management:
Focus on reducing defects and improving efficiency through data-driven approaches.
These tools collectively aid in achieving effective quality management systems.
Quality Standards
Quality standards are defined as documents that provide requirements, specifications, guidelines, or characteristics that can be
used consistently to ensure that materials, products, processes, and services are fit for their purpose.
Standards provide organizations with the shared vision, understanding, procedures, and vocabulary needed to meet the
expectations of their stakeholders. Because standards present precise descriptions and terminology, they offer an objective and
authoritative basis for organizations and consumers around the world to communicate and conduct business.
ASQ QUALITY STANDARDS

ASQ=American Society for Quality

What Does the ISO 9001 Standard Say?
The ISO 9001:2015 standard affirms that a quality management approach can
be implemented regardless of the type of organization. Applying the
requirements of ISO 9001:2015 in developing a quality management system
(QMS) involves the following:

1.Establishing a Quality Policy and Objectives:

These should be grounded in the organization’s internal and external contexts, addressing its specific challenges and
opportunities.
2.Accounting for Processes:
Consideration must be given to the organization’s processes to ensure the system is aligned with operational realities.
3.Defining Work Criteria and Methods:
Criteria and methods must be outlined to support the effective functioning of the QMS.
4.Fostering Internal Communication:
Communicate with internal stakeholders to emphasize the importance of satisfying external customer requirements and
meeting their expectations.
5.Monitoring and Ensuring Compliance:
Continuously monitor the QMS’s performance and demonstrate ongoing conformity with the requirements of the ISO
9001:2015 standard.
This structured approach ensures that the QMS contributes to both operational efficiency and customer satisfaction.
Example of a Quality Management Approach: The Airport Sector
Here is an example illustrating the importance of implementing
a quality management process.

Historical Focus on Infrastructure and Technical

Modernization
Airport managers have historically concentrated on developing
infrastructure and modernizing technical facilities to meet safety
standards and accommodate increasing air traffic.

The Need to Rethink Customer-Centric Approaches

Since the 1990s, the industry has undergone significant transformations. The expansion of airports, high expectations from
airline companies and passengers, the growing complexity of airport structures, constantly evolving regulations, and the need
for better financial management have forced airport managers to adopt a more customer-focused approach. This shift involves
clearly identifying customer segments and prioritizing the satisfaction of each group.