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

Quality Basics
Chapter One

MEM 650 Quality Control

Defining Quality

ASQ - quality is a subjective term for

which each person has his or her own
definition
Whats your definition?

MEM 650 Quality Control

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

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

Defining Quality- Different Views

Customers view (more subjective)

Producers view

the quality of the design (look, feel, function)

product does whats intended and lasts
conformance to requirements (Crosby)
costs of quality (prevention, scrap, warranty)
increasing conformance raises profits

Governments view

products should be safe

not harmful to environment

MEM 650 Quality Control

Stouts View

Quality =

Performance
Expectation

MEM 650 Quality Control

Value-based Approach

Manufacturing
dimensions

Performance
Features
Reliability
Conformance
Durability
Serviceability
Aesthetics
Perceived quality

Service dimensions

Reliability
Responsiveness
Assurance
Empathy
Tangibles

MEM 650 Quality Control

Our Textbook Definition

Armand Feigenbaum

author: Total Quality Control (1961)

quality is a customer determination based on
the customers 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

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

1990s
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

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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 1950s slogan Built by Americans for
Americans is very far from reality in the
2000s.

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

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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

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