BASIC QUALITY CONCEPT

Different Definitions of Quality

Everyone says that they want quality products or services, or a high level of Quality, but what do they really
mean?
Without a clear definition of quality, you cant even begin to measure and evaluate it.

A customer-based definition of quality

For most people, quality is associated with the idea of a product or service thats well done, looks good, and does
its job well.

Statistical definition of quality

When you measure quality statistically, you look for variation in a measurement between what the customers
asks for and what you produce. The less variation you have, the higher the quality of your product or service.
By testing a sample of what you make or deliver, you can use statistics to measure its quality and find out
whether it meets customer requirements.

So what is quality?
Conformance to specifications.
The degree to which a product or service meets the needs of the customer
Uniformity around a customer-defined target
Exceeding customer expectations
(The customer is the most important part of the process)

Importance of quality to customer and society

Zero defects
Internal and external customer
Terms and concepts of
a. quality control
b. quality assurance
c. Total Quality Management (TQM)
d. Continuous improvement
e. Six Sigma
Inspection and several inspections
Methods
Compare two statistical quality control methods.
a. Statistical Process Control
b. Acceptance Sampling

BASIC CONCEPTS OF QUALITY

TOTAL QUALITY MANAGEMENT

(TQM)

Quality Management
(QM)
Quality assurance
Quality Control
Inspection

Different Definitions of Quality

Everyone says that they want quality products or services, or a high level of Quality, but what do they really
mean?
Without a clear definition of quality, you cant even begin to measure and evaluate it.

A customer-based definition of quality

For most people, quality is associated with the idea of a product or service thats well done, looks good, and does
its job well.

Statistical definition of quality

When you measure quality statistically, you look for variation in a measurement between what the customers
asks for and what you produce. The less variation you have, the higher the quality of your product or service.
By testing a sample of what you make or deliver, you can use statistics to measure its quality and find out
whether it meets customer requirements.

So what is quality?
Conformance to specifications.
The degree to which a product or service meets the needs of the customer
Uniformity around a customer-defined target
Exceeding customer expectations
(The customer is the most important part of the process)

Importance of Quality
Lower costs (less labor, rework, scrap)
Cost of non quality is high
Motivated employees
Market Share
Reputation
International competitiveness
Revenues generation increased (ultimate goal)

Inspection
It is the sorting / segregation of Non conforming items from the conforming items
Means separation of defective items from the right items
INSPECTION
Segregation of defectives from
right items
+
Rework (IF NEEDED)

Quality Control
Is the operational techniques and activities that are used to fulfill the requirements for quality (ASQ)
Quality Control
Inspection
+
Corrective action

Quality Assurance
Is all systematic and planned actions which are necessary to provide adequate confidence that a product or service
will satisfy the given requirement for quality.
QA
Covers the whole life of product.
It includes:
Product- Process-Customer

Quality Management

Is a systematic set of operating procedures which is companywide, documented, implemented and

maintained while ensuring the growth of business in a consistent manner
So QMS is meant to establish a framework of reference to ensure that every time process is performed, the
same information, method, skills, and controls are used and applied in a consistent manner.
An example of QMS is ISO 9001:2000. A set of quality standards governing the documentation
requirement of a system

Total Quality Management (TQM)

Total Quality Management (TQM) is any quality management system that addresses all areas of
an organization, emphasizes customer satisfaction, and uses continuous improvement methods
and tools. TQM is based on the concepts taught by quality management gurus Deming, Juran,
Crosby, Ishikawa, and others.

Statistical Process Control

Is an industry-standard methodology for measuring and controlling quality during the manufacturing
process.
Quality data in the form of Product or Process measurements are obtained in real-time during
manufacturing.
This data is then plotted on a graph with pre-determined control limits. Control limits are determined by
the capability of the process, whereas specification limits are determined by the client's needs.
Data that falls within the control limits indicates that everything is operating as expected.
Any variation within the control limits is likely due to a common cause the natural variation that is
expected as part of the process. If data falls outside of the control limits, this indicates that an assignable
cause is likely the source of the product variation, and something within the process should be changed to
fix the issue before defects occur.
With real-time SPC you can:

Dramatically reduce variability and scrap

Scientifically improve productivity

Reduce costs

Uncover hidden process personalities

Instantly react to process changes

Make real-time decisions on the shop floor