Quality Improvement
(Formerly titled Quality Control 8th Edition)
Chapter 1
Introduction to Quality
PowerPoint presentation to accompany
Besterfield, Quality Improvement, 9th edition
Textbook Outline
 Introduction to Quality Improvement
 Lean
 Six sigma
 SPC
 Control Charts for Variables
 Additional SPC techniques for Variables
Quality Improvement, 9e
Dale H. Besterfield
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© 2013, 2008 by Pearson Higher Education, Inc
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Outline (Continued)
 Probability
 Control Charts for Attributes
 Sampling
 Reliability
 Management and Planning Tools
 Experimental Design
 Taguchi’s Quality Engineering
Quality Improvement, 9e
Dale H. Besterfield
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© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Learning Objectives
When you have completed this chapter you
should be able to:
 Define quality, quality control, quality
improvement, statistical quality control, quality
assurance, and process.
 Be able to describe FMEA, QFD, ISO 9000, ISO
14000, Benchmarking, TPM, Quality by Design,
Products Liability, and IT
Quality Improvement, 9e
Dale H. Besterfield
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© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Definitions
Quality
• Ratio of the perceptions of performance to
expectation.
• ASQ—Each person or sector has its own.
• ISO 9000—Degree to which a set of inherent
characteristics fulfills requirements.
• All of the above.
Quality Improvement, 9e
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© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Definitions (Continued)
Quality Control--Use of techniques to achieve and
sustain the quality.
Quality Improvement--Use of tools and techniques
to continually improve the product, service, or
process.
Statistical Quality Control—Use of statistics to control
the quality.


Acceptance Sampling
SPC
Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Definitions (Continued)
Quality Assurance--Planned or systematic
actions necessary to provide adequate
confidence that the product or service
will satisfy given requirements.
Process--Set of interrelated activities that
uses specific inputs to produce specific
outputs. Includes both internal and
external customers and suppliers.
Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
The Dimensions of Quality
DIMENSION
MEANING
Performance
Primary product characteristics
Features
Secondary characteristic (remote control, etc)
Conformance
Meeting specifications or industry standards
Reliability
Consistency of performance over time
Durability
Useful life
Service
Resolution of problems and complaints
Response
Human-to-human interface
Aesthetics
Sensory characteristics
Reputation
Past performance and other intangibles
Quality Improvement, 9e
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© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Historical Review
 Skilled craftsmanship during Middle Ages
 Industrial Revolution: rise of inspection
and separate quality departments
 Statistical methods at Bell System (1924)
 The American Society for Quality (1946)
 Deming (1950) - Quality
Quality Improvement, 9e
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© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Historical Review (Continued)
 First Quality Control Circles (1960)
 1980s
 TQM
 Statistical Process Control, SPC
 Malcolm Baldrige National Quality Award
 Taguchi
 ISO (1990)
 Via Internet (2000)
Quality Improvement, 9e
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© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Responsibility for Quality
Customer
Marketing
Service
Quality
Product
Or
Service
Packaging and
Storage
Design
Engineering
Inspection
and Test
Procurement
Production
Quality Improvement, 9e
Dale H. Besterfield
Process
Design
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© 2013, 2008 by Pearson Higher Education, Inc
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Responsibility for Quality
Marketing
 Help to evaluate the level of product quality
that a customer wants, needs..
Design Engineering
 Translate the customer’s requirements into
operating characteristics, exact specifications,
and appropriate tolerances
Procurement
 Responsible for procuring quality materials and
components
Quality Improvement, 9e
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© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Responsibility for Quality
(Continued)
Process Design
 Develops processes and procedures
that will produce a quality product/service
Production
 Produce quality products and services
Inspection and Test
 Appraise the quality of purchased and
manufactured items and to report the results
Quality Improvement, 9e
Dale H. Besterfield
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© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Responsibility for Quality
(Continued)
Packaging and Storage
 Preserve and protect the quality of the product
Inspection and Test
 Appraise the quality of purchased and
manufactured items and to report the results
 Can sometimes be automated
Service
 Fully realizing the intended function of the
product during its expected life
Quality Improvement, 9e
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© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Quality by Design

Quality by Design is the practice of using a
multidisciplinary team to conduct product or
service conception, design, and production
planning at one time.

The major benefits are faster product
development, shorter time to market, better
quality, less work-in-process, fewer engineering
change orders, and increased productivity
Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Chief Executive Officer
The highest-ranking executive
officer within a company or
corporation, who has
responsibility for overall
management of its day-to-day
affairs under the supervision of
the board of directors
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© 2013, 2008 by Pearson Higher Education, Inc
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Chief Executive Officer
(Continued)
 Ultimate responsibility for quality
 35% of the time is spent on quality
 Quality performances
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© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Products Liability

Consumers are initiating lawsuits in record numbers
as a result of injury, death, and property damage
from faulty product or service design or faulty
workmanship.

Reasons for injuries:
 Behavior or knowledge of the user.
 Environment where the product is used.
 Design and production of the item.
Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Homework
 Chapter 1, question 2.
Note: You do not need to actually visit one
of the businesses. Do an internet search
and give a synopsis of what you find.
 Length: ½ to 1 page

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© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved