Introduction

to Quality

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Defining Quality
Perfection Fast delivery
Providing a good, usable product
Consistency
Eliminating waste
Doing it right the first time
Delighting or pleasing customers

Total customer service and satisfaction

Compliance with policies and procedures
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Formal Definitions of Quality
Transcendent Perspective: excellence
Product Perspective: quantities of product
attributes
User Perspective: fitness for intended use
Value Perspective: quality vs. price
Manufacturing Perspective: conformance to
specifications
Customer Perspective: meeting or exceeding
customer expectations
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Quality Perspectives

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 History of Quality Management
(1 of 4)

Ancient History
Zhou Dynasty in China
The Age of Craftsmanship
Skilled workers during the Middle Ages
Industrial Revolution
Early 20th Century
Separate quality departments
Ford Motor Company
Statistical methods and quality assurance
Professional societies and publications
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History of Quality Management
(2 of 4)

Post World War II

Evolution of quality management in Japan
W. Edwards Deming and Joseph Juran
U.S. Quality Revolution
Quality crisis around 1980
Growth of product quality awareness in
manufacturing industries
Early Successes
Malcolm Baldrige National Quality Award
(1987)
Books, consulting, training
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History of Quality Management
(3 of 4)

From Product Quality to Total

Quality Management
Little Q vs. Big Q and TQM
Management Failures
Cynicism and disinterest
No, TQM isnt dead. TQM failures just prove
that bad management is still alive and kicking.

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 History of Quality Management
(4 of 4)

Performance Excellence
Focus on customer value, organizational sustainability,
improvement of effectiveness and capabilities, and
organizational and personal learning
Emergence of Six Sigma
a customer-focused, results-oriented approach to
business improvement
Current and future challenges
Continue to apply the principles of quality and
performance excellence.
Quality is a race without a finish line.
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Contemporary Influences on Quality

Global Responsibility
Consumer Awareness
Globalization
Increasing Rate of Change
Workforce of the Future
Aging Population
Twenty-first Century Quality
Innovation
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Manufacturing Systems

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 Quality Costs
Cost of Quality Measures

Cost of Quality (COQ) the cost of avoiding poor

quality, or costs incurred as a result of poor quality
Provides a basis for identifying improvement
opportunities and success of improvement programs
COQ translates quality problems into the language
of upper managementthe language of money.
Quality Cost Classification
Prevention
Investments made to keep nonconforming products from
occurring and reaching the customer
Appraisal
Associated with efforts to ensure conformance to
requirements, generally through measurement and analysis
of data to detect nonconformances
Internal failure
Costs of unsatisfactory quality found before the delivery of a
product to the customer
External failure
Costs incurred after poor-quality products reach the
customer
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