An introduction to Quality

Introduction to
Quality

By: Tengku Mohd Faisal Tengku Wook

An introduction to Quality
An introduction to Quality

The first question to ask–

What is Quality?

How would you describe what

“Quality” means?
An introduction to Quality

What is Quality?
 Conformance to specifications (British Defense Industries Quality Assurance
Panel)
 Conformance to requirements (Philip Crosby)
 Fitness for purpose or use (Juran)
 A predictable degree of uniformity and dependability, at low cost and suited
to the market (Edward Deming)
 Synonymous with customer needs and expectations (R J Mortiboys)
 Meeting the (stated) requirements of the customer- now and in the future (Mike
Robinson)
 The total composite product and service characteristics of marketing,
engineering, manufacturing and maintenance through which the product and
service in use will meet the expectations by the customer (Armand
Feigenbaum)
An introduction to Quality

 “The degree to which a system, component, or process meets

(1) specified requirements, and
(2) customer or users needs or expectations” – IEEE
 The totality of features and characteristics of a product or
service that bears on its ability to satisfy stated or implied
needs” – ISO 8402
 Degree to which a set of inherent characteristics fulfils
requirements – ISO 9000:2000
An introduction to Quality

Definitions of Quality

Transcendent definition: excellence

Product-based definition: quantities of product
attributes
User-based definition: fitness for intended use;
meeting or exceeding user expectations
Value-based definition: quality vs. price
Manufacturing-based definition: conformance to
specifications
An introduction to Quality

More about Quality

Realistic but demanding STANDARDS;
Getting things RIGHT FIRST TIME; ‘It costs less to
prevent a problem than it does to correct it’
Influences the relationship with CUSTOMERS;
Influences how COMPLAINTS are dealt with;
Something to do with how things LOOK and FEEL.
An introduction to Quality

History of Quality Methodology

 Quality in service industries, government, health care,
and education
 Current and future challenge: keep progress in quality
management alive
 To sum up: A gradual transition

Statistical Quality
Quality
Quality Management
Assurance
Control
An introduction to Quality
Quality Gurus
 Walter Shewart
 In 1920s, developed control charts
 Introduced the term “quality
assurance”
 W. Edwards Deming
 Developed courses during World
War II to teach statistical quality-
control techniques to engineers and
executives of companies that were
military suppliers
 After the war, began teaching
statistical quality control to
Japanese companies
 Joseph M. Juran
 Followed Deming to Japan in 1954
 Focused on strategic quality
planning
 Armand V. Feigenbaum
 In 1951, introduced concepts of
total quality control and
continuous quality improvement
 Philip Crosby
 In 1979, emphasized that costs of
poor quality far outweigh the cost
of preventing poor quality
 In 1984, defined absolutes of
quality management—
conformance to requirements,
prevention, and “zero defects”
 Kaoru Ishikawa
 Promoted use of quality circles
 Developed “fishbone” diagram
 Emphasized importance of internal
customer
An introduction to Quality

Quality Management

Quality Management System: Management system to direct and

control an organisation with regard to quality – ISO 9000:2008

Quality Management

Quality Planning Quality Assurance Quality Control

Criteria driven Prevention driven Inspection driven

An introduction to Quality

QUALITY MANAGEMENT
SYSTEM
Management system to direct and control an organization with regard to
quality

ISO 9000:2008 ISO900:2015

An introduction to Quality

PURPOSE OF ISO 9001:2008 / 9001:2015

“ISO 9001 specifies the requirements for a quality management system

that may be used for internal application by organizations,
certification, or contractual purposes.”
An introduction to Quality

What is Quality Assurance?

 What is Quality?
Quality is the ability of your product to be
able to satisfy your users
 What is Quality Assurance?

Quality Assurance is the process that

demonstrates your product is able to
satisfy your users
An introduction to Quality

What is the Aim of QA?

 What is the aim of Quality Assurance?

When good Quality Assurance is

implemented there should be
improvement in usability and performance
and lessening rates of defects
An introduction to Quality

What does QA give?

Quality’ means your project is ‘useful’ -
without ‘quality’ you may have little to offer
‘Quality’ can help to future-proof projects
But ‘quality assurance’ needs documented
standards and best practices to be meaningful
‘Quality’ & ‘Best Practice’ can be considered in
terms of being ‘Fit for Purpose’
An introduction to Quality

Phases of Quality Assurance

Inspection and
Inspection Quality built
corrective
before/after into the
action during
production process
production

Acceptance Process Continuous

sampling control improvement

The least The most

progressive progressive
An introduction to Quality

What is Quality Control?

 Quality Control (QC) is the implementation of regular testing
procedures against your definitions of quality and more specifically the
refinement of these procedures

Formal use of testing

Acting on the results of your tests
Requires planning, structured tests, good
documentation
Relates to output - Quality Circle
Standards - ISO 9000 & BS5750
An introduction to Quality

QUALITY DOES NOT OCCUR BY ACCIDENT

What does the customer actually want?

 Identify, understand and agree customer requirements

How are you going to meet those requirements?

 Plan to achieve them
An introduction to Quality

The Demming Cycle W.Edwards Demming

4. Act 1. Plan
Institutionalize Identify
improvement; problem and
continue develop plan
cycle. for
improvement.

3. Study/Check 2. Do
Assess plan; is it Implement
working? plan on a test
basis.
An introduction to Quality

Dimensions of Quality
Garvin (1987)
1. Performance:
 Will the product/service do the intended job?
2. Reliability:
 How often does the product/service fail?
3. Durability:
 How long does the product/service last?
4. Serviceability:
 How easy to repair the product / to solve the problems in service?
An introduction to Quality

5. Aesthetics:
 What does the product/service look/smell/sound/feel like?
6. Features:
 What does the product do/ service give?
7. Perceived Quality:
 What is the reputation of the company or its products/
 services?
8. Conformance to Standards:
 Is the product/service made exactly as the designer/
standard intended?
An introduction to Quality

Quality in different areas of society

Area Examples
Airlines On-time, comfortable, low-cost service
Health Care Correct diagnosis, minimum wait time, lower cost, security
Food Services Good product, fast delivery, good environment
Postal Services fast delivery, correct delivery, cost containment
Academia Proper preparation for future, on-time knowledge delivery
Consumer Products Properly made, defect-free, cost effective
Insurance Payoff on time, reasonable cost
Military Rapid deployment, decreased wages, no graft
Automotive Defect-free
Communications Clearer, faster, cheaper service
An introduction to Quality

Expressing Dissatisfaction

Public action
can be
Seeking redress directly from
Takes the firm
action
Taking legal action
A dissatisfied
A complaint to business, private,
customer or governmental agencies

Private action
Stop buying the product or
boycott the seller
Takes Warn friends about the product
no action and/or seller
An introduction to Quality

Customer Feedback and Word-of-Mouth

 The average business only hears from 4% of its customers who are dissatisfied with
its products or services. Of the 96% who do not bother to complain, 25% of them
have serious problems.

 The 4% complainers are more likely to stay with the supplier than are the 96%
non-complainers.

 About 60% of the complainers would stay as customers if their problem was
resolved and 95% would stay if the problem was resolved quickly.

 A dissatisfied customer will tell between 10 and 20 other people about their
problem.

 A customer who has had a problem resolved by a company will tell about 5
people about the situation.
An introduction to Quality

Quality Characteristics of Goods and Services

Functionality - how well the product or service does the job for which
it was intended.
Appearance - aesthetic appeal, look, feel, sound and smell of
the product or service.

Reliability - consistency of product or service’s performance over time.

Durability - the total useful life of the product or service.

Recovery - the ease with which problems with the product or service
can be rectified or resolved.

Contact - the nature of the person-to-person contacts that take place.

An introduction to Quality

Internal and External Benefits of Quality

Internal Benefits External Benefits

Customer gets correct
Reduces costs product or service
Increases dependability
Increases speed Correct specifications
Boosts moral Appropriate intangibles
Increases customer retention
Increases profit Customer satisfaction
Customer retention
An introduction to Quality
The ‘Iceberg’ theory – how much is immediately visible?

Scrap, waste

Loss of
customers
An introduction to Quality
Costs of Quality Failure
“Defects are not free, someone makes them and gets paid for the privilege”
 COST OF INTERNAL FAILURE
 Scrapped materials, goods and services
 Rework/ retest
 Reduced capacity/ yield/ increased downtime
 Rescheduling
 Service delays
 Disruption to the service process.
 Focus is on troubleshooting not improvement

 COST OF EXTERNAL FAILURE

 Warranty and servicing costs
 Product liability / Litigation
 Complaints and their administration
 Loss of customer goodwill
 Inconvenience to other customers
An introduction to Quality
The Economic Costs of Quality
 COST OF PREVENTION
 Quality planning
 Design of quality system
 Staff quality training and development
 Preventative maintenance
 Supplier development training
 Administering quality procedures (e.g. ISO 9001)
 Time spent problem - solving, improving process
 Measurement of customer satisfaction during process

 COST OF APPRAISAL
 Testing and Inspection of supplier goods and services
 Testing and Inspection of internal service processes
 Measurement of customer satisfaction after process
 Quality Audits
An introduction to Quality

Seven Quality Control Tools

Pareto Analysis Scatter Diagram

Flow Chart SPC Chart
Check Sheet Cause-and-Effect
Histogram Diagram
An introduction to Quality

What is Quality (Industrial) ?

 In Manufacturing line, quality also being monitor as Yield or the percentage
of defect-free products it creates

Yield = Quantity in – defect x 100%

Quantity in
An introduction to Quality

What is Quality ?
 The higher the yield, the stable the product or the better quality.
 For Example :

In YYY car manufacturing company, produced

30,000 cars per month ? Base on quality chart,
there were 2 cars with power window problem
and 15 cars with dented problem. What is
the car yield ?
An introduction to Quality

 Answer
Yield = 30000 – 17 If no defect
x 100%
30000
Yield = 30000 – 0 x 100%
= 29983 30000
x 100%
30000
= 30000 x 100%
= 99.94% 30000

= 100%
An introduction to Quality

Some of industry monitor defect rate

in PPM (Part Per Million)
It is an estimation of defect rates in
one million parts
Number of defects X 1,000,000
PPM = Quantity In

The higher the PPM , the serious of quality issue = more works to do
An introduction to Quality

PPM calculation examples

In YYY car manufacturing company, produced
30,000 cars per month ? Base on quality chart,
there were 2 cars with power window problem
and 15 cars with dented problem. What is
the defect rate for car power window problem
and dented issue ?
An introduction to Quality

PPM calculation examples

For power window problem
Defect rates = 2 x 1,000,000 = 67 PPM
30,000
For dented issue
Defect rates = 15 x 1,000,000 = 500 PPM
30,000
For above results, it means in one million production units,
potentially will have 67 units power window defect
 potentially will have 500 units dented issue defect
 Car dented issue had more serious quality issue compared to
power window problem
An introduction to Quality

 Most Important Quality Monitoring is base on

Customer Complaints for the product that your
company produced.
 If there is no Customer Complaints means the
quality of your product is good and the customers
are satisfied with the product.
 But if your process always achieve 100% yield and
you keep receiving customer complaints, do you
think your process is stable ? Give your
opinion.
An introduction to Quality

In order to monitor the quality of

individual process, data collection is
very important.
We will discuss the methods in the
next slides
An introduction to Quality

• What is Data Collection ?

 Is a recording of information for a
specific process / topic.
 Data collection is also a gathering
of information for a certain process
/ topic in order to understand the
performance.
An introduction to Quality

• Why Data Collection is needed?

1) To understand the process performance
2) To identify the most highest / lowest problem is a
process
3) Enable team to analyze and brainstorm for
decision making
4) To pass information to others
5) For team performing hypothesis testing to
understand the significant effect of the changes /
improvement made
An introduction to Quality

• Types of Data
- The terms “data” divided into two categories which
consist of
1) Variable / Quantitative data
 A numeric answer provided by measuring
instrument such as time (seconds), length
(meters), weight (grams)
2) Attribute / Qualitative data
 Characteristic of a product which deal with
descriptions but not measured. Examples are
pass / fail, present / absence,..
An introduction to Quality

- Comparison Qualitative & Quantitative Data

An introduction to Quality

- Comparison Qualitative & Quantitative Data

An introduction to Quality

- Comparison Qualitative & Quantitative Data

An introduction to Quality

• Where will we collect the data?

1) Refer to the process from the flow chart
2) Collect the data from each individual process to
identify the major problem
3) Identify the process that you want to monitor
4) Identify the steps where you expect changes
5) Take data at those steps and at the end of the
process
6) Do compare the data before and after
improvement done at the process
An introduction to Quality

• What is Flow chart?

 Flow chart is a type of diagram that
represents a process
 Process operations are represented in
boxes
 The arrows connecting them represents
flow of a control
An introduction to Quality

• Common Symbols in Flow Chart

Start and End symbol.
- It clearly designates the boundaries of the process

Activity symbol.
- Contains a brief description of the activity

Decision symbol.
-It designates a decision or a branch point.
-Usually the wording inside is a question
An introduction to Quality

• Common Symbols in Flow Chart

Flow line.
- It indicates the progression of steps

Document symbol.
- A document pertinent to the process. It contains the
Documents name or the content (data or information)

Data base symbol.

- Normally it is an electronics storage device

Connection symbol.
- It contains a letter or a number to connect with a
portion of the diagram on another page
An introduction to Quality

• Do’s on Flow Chart

 When mapping a process in a Flow Chart, it is a
must to show what really happens
 You must go to production line and see the
process yourself to understand each individual
process steps
 You can interview the technicians or operators
who are experts on the process to make your
process flow complete
 The team members agree on the process step
shown by the diagram
An introduction to Quality

• Dont’s on Flow Chart

 The team must not map the process base on
 how the process should work
 the way it was designed
 base on someone’s opinion of it

 Imagine on the process

 Assume the process is the same as your previous
company that you work before
An introduction to Quality

• Types Of Flow Chart Diagram

 High Level
- provides an overall view of the most important
steps or activities
 Detailed
- shows all the steps and activities. The level of
the details should be decided by the team
based on “the need to know and to understand”
 Matrix
- in addition to each step, it shows the
department or function involved
An introduction to Quality

• High Level Flow Chart Diagram

How Ali chooses a University
An introduction to Quality

• Detailed Flow Chart Diagram

An introduction to Quality

• Matrix Flow Chart Diagram

An introduction to Quality

• Strengths of Flow Chart Diagram

 It
is a powerful graphical tools to document and effectively
communicate a complex situation

 Effective methods in illustrating the present situation and

changes proposed

 Shows where in the process data are collected (from

control points)
An introduction to Quality

• Control Points
 indicate where data is collected
An introduction to Quality

• Common traps on performing Flow

Chart Diagram
 Failure to include small events, especially if
negative results

 Trust the inputs of members which has little

knowledge of the process

 Map and include area known to be unrelated to

the problem

 Poor graphics