QUALITY COUNTS
ENGR. DR. Y. A. ADEDIRAN, FNSE
NSE Minna BranchTechnical
Lecture, 16/2/2008
1
WHAT IS QUALITY?
• All the features and characteristics of a
product or service that contribute to the
satisfaction of a customer’s needs
or,
Conformance of a product or service to
specifications
NSE Minna BranchTechnical
Lecture, 16/2/2008
2
Customer’s Needs:
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Price
Safety
Availability
Maintainability
Reliability
Usability
NSE Minna BranchTechnical
Lecture, 16/2/2008
3
QUALITY CONTROL
Use of techniques and activities to achieve,
sustain, and improve the quality of a
product
Activities involved:
• Specifications
• Design
• Production or installation
• Inspection
• Review of usage
Responsibilities of functional areas
NSE Minna BranchTechnical
Lecture, 16/2/2008
4
QUALITY ASSURANCE (QA)
All the actions necessary to provide
adequacy or effectiveness with a view to
having timely corrective measures and
feedback initiated when necessary.
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Policy, planning, and administration
Design assurance and design change control
Production Quality control
User contact and field performance
Employee selection, training and motivation
NSE Minna BranchTechnical
Lecture, 16/2/2008
5
RESONSIBILITY FOR QUALITY
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Marketing
Design or Production engineering
Manufacturing (process) engineering
Manufacturing
Inspection and Test
Packaging and shipping
Product (or after-sales) service
Quality is designed into the product!
NSE Minna BranchTechnical
Lecture, 16/2/2008
6
ECONOMICS OF QUALITY
Quality costs cut departmental lines.
• Identifiable costs: inspection,
instrumentation, quality personnel salaries
• Others: cost of scrap and rework, customer
dissatisfaction, loss of reputation
Generally, overall cost is reduced as quality
improves.
NSE Minna BranchTechnical
Lecture, 16/2/2008
7
Direct Quality Costs:
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Prevention costs
Appraisal costs
Internal failure costs
External failure cost
NSE Minna BranchTechnical
Lecture, 16/2/2008
8
Direct Quality Costs (contd):
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Prevention cost
Quality engineering
Design development
Quality planning
Quality training
Utilities
NSE Minna BranchTechnical
Lecture, 16/2/2008
9
Direct Quality Costs (contd):
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Appraisal costs
Inspection and test of materials
Inspection and test of product
Product-quality audit
Materials and services consumed
Equipment calibration and maintenance
NSE Minna BranchTechnical
Lecture, 16/2/2008
10
Direct Quality Costs (contd):
Internal Failure costs
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Scrap
Rework
Failure analysis
Re-inspection
Fault of supplier
Downgrading
NSE Minna BranchTechnical
Lecture, 16/2/2008
11
Direct Quality Costs (contd):
External Failure
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Complaints
Rejected and returned
Repair
Warranty charges
Errors
Liability
NSE Minna BranchTechnical
Lecture, 16/2/2008
12
Direct Quality Costs (contd):
Cost
Total cost
Prevention &
Appraisal
Cmin
Failure costs
Quality Level
Qoptimal
NSE Minna BranchTechnical
Lecture, 16/2/2008
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Indirect Quality Costs
• Customer-incurred cost
• Customer dissatisfaction cost
• Loss-of –reputation cost
NSE Minna BranchTechnical
Lecture, 16/2/2008
14
Total Quality Cost
Cost
Total costs
Cmin
Direct costs
Indirect costs
Quality Level
Qoptimal
NSE Minna BranchTechnical
Lecture, 16/2/2008
15
Quality Management Problems in
Nigeria
Low quality of Nigeria-mad products could be
traced to:
• lack of quality control depts in industries
• None or unqualified staff in QC depts
• High level of illiteracy
• Lack of awareness on how, where and when
to seek redress
• Inadequate consumer protection
NSE Minna BranchTechnical
Lecture, 16/2/2008
16
Quality Management Problems in
Nigeria (contd)
• People (employers and consumers) thinking
that quality is not their responsibility
• People thinking of short gains rather than
long-term profitability
• Low efficiency of regulatory bodies
• …….
NSE Minna BranchTechnical
Lecture, 16/2/2008
17
Recommended solutions against
low quality product/service
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Recognizing the need for quality
Building quality awareness into in everyone
Adequate consumer protection
Adequate and straightforward legal
procedure for aggrieved consumers
• Adoption of management policy on quality
• Motivation of employees
NSE Minna BranchTechnical
Lecture, 16/2/2008
18
Recommended solutions (contd)
• Clear definition (in writing) of the
standard/specifications of quality
• Provision of adequate inspection coverage
using appropriate methods and tools
• Keeping adequate inspection records
• Adequate training of quality personnel
• Having continuous evaluation and feedback
mechanisms
NSE Minna BranchTechnical
Lecture, 16/2/2008
19
THANKS FOR THE
ATTENTION
NSE Minna BranchTechnical
Lecture, 16/2/2008
20