MEM 650 Agenda - Week 1


Administrative
• Confirm class roster
• Confirm meeting time
• Review requirements
• Attendance
• Participation
• Homework
• Presentations
• Discuss course
objectives/approach
Lecture/discussion
• Chapter 1 Quality Basics
• The Customer

Week 3 Assignments
• Homework - Ch 1 - 9
• Read - Ch 1
• Presentations:
“Organizing for
Quality”
MEM 650 Quality Control
1
Quality Basics
Chapter One
MEM 650 Quality Control
2
Defining Quality


ASQ - “quality is a subjective term for
which each person has his or her own
definition”
What’s your definition?
MEM 650 Quality Control
3
Defining Quality

In technical usage, quality can have
two meanings:
•
•
the characteristics of a product or service
that bear on its ability to satisfy stated or
implied needs, and
a product or service free of deficiencies
MEM 650 Quality Control
4
Defining Quality - “Gurus”

Deming - “non-faulty systems”
•

Juran - “fitness for use”
•

Out of the Crisis
Quality Control Handbook
Crosby - “conformance to
requirements”
•
Quality is Free
MEM 650 Quality Control
5
Defining Quality- Different Views

Customer’s view (more subjective)
•
•

Producer’s view
•
•
•

the quality of the design (look, feel, function)
product does what’s intended and lasts
conformance to requirements (Crosby)
costs of quality (prevention, scrap, warranty)
increasing conformance raises profits
Government’s view
•
•
products should be safe
not harmful to environment
MEM 650 Quality Control
6
Stout’s View
Quality =
Performance
Expectation
MEM 650 Quality Control
7
Value-based Approach

Manufacturing
dimensions
•
•
•
•
•
•
•
•

Service dimensions
•
Performance
Features
Reliability
Conformance
Durability
Serviceability
Aesthetics
Perceived quality
•
•
•
•
Reliability
Responsiveness
Assurance
Empathy
Tangibles
MEM 650 Quality Control
8
Our Textbook Definition

Armand Feigenbaum •
•
author: Total Quality Control (1961)
“quality is a customer determination 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 - and always representing a
moving target in a competitive market.”
MEM 650 Quality Control
9
Shift to Quality
Isolated
Economies
Focus on
quantity
Pre-World War II
Period of
change from
quantity to
quality
1945
MEM 650 Quality Control
Global
Economy
Focus on
quality
1990’s
10
History of Quality Paradigms

Customer-craft quality paradigm:
•
•

Mass production and inspection quality paradigm:
•
•
•
•

– design and build each product for a particular customer.
– producer knows the customer directly.
focus on designing and building products for mass
consumption.
larger volumes will reduce costs and increases profits.
push products on the customer (limit choices).
quality is maintained by inspecting and detecting bad
products.
TQM or “Customer Driven Quality” paradigm:
•
•
potential customers determine what to design and build.
higher quality will be obtained by preventing problems
MEM 650 Quality Control
11
Need for a New Strategy

Foreign markets have grown
•

Consumers are offered more choices
•

Import barriers and protection are not the
answer.
They have become more discriminating.
Consumers are more sophisticated
•
They demand new and better products.
MEM 650 Quality Control
12
Why Quality Improvement?

Global Competition
•
•
Economic and political boundaries are
slowly vanishing
The 1950’s slogan “Built by Americans for
Americans” is very far from reality in the
2000’s.
MEM 650 Quality Control
13
Why Quality Improvement?

“On the stroke of midnight on December
31, 1992, the United States will become
the second-largest economy in the world
for the first time in a century”.
•

Quote from a 1990 Xerox quality conference.
More than corporate profits are at risk;
the challenge is to the American
standard of living.
MEM 650 Quality Control
14
Why Quality Improvement?

It pays
• Less rework, fewer mistakes, fewer
delays, and better use of time and
materials
• In United States today, 15 to 20% of
the production costs are incurred in
finding and correcting mistakes.
MEM 650 Quality Control
15
How Do Organizations Compete?

Most common competitive measures:
•
•
•

Quality (both real and perceived)
Cost
Delivery (lead time and accuracy)
Other measures
•
•
•
safety,
employee morale,
product development (time-to-market,
innovative products)
MEM 650 Quality Control
16
Contrasting Approaches

Passive /
Reactive
•
•
Setting
acceptable
quality levels
Inspecting to
measure
compliance

Proactive / Preventive
•
•
•
Design quality in
products and processes
Identify sources of
variation (processes
and materials)
Monitor process
performance
MEM 650 Quality Control
17
The Quality Hierarchy
Total Quality
Management
Incorporates QA/QC activities
into company-wide system
aimed
at satisfying the customer
Quality Assurance
Actions to insure products or
services conform to company
requirements
Prevention
SPC
Quality Control
Detection
SQC
Inspection
Operational techniques to make
inspection more efficient and to
reduce the costs of quality.
Inspect products
MEM 650 Quality Control
18