Price is what you pay.Value is what you get

Warren Buffett

“If you can’t explain it simply, you don’t understand it well enough.”

Albert Einstein

Defining “Quality”

CHAPTER 1

Why is quality important?

• Quality is critical to satisfying your customers and retaining their loyalty.

• Quality influences your company’s reputation.

• Quality increases revenues, decreases waste

• Minimizing cost and expenses

Definition of quality

• the degree of excellence of something.

• In manufacturing, a measure of excellence or a state being free from defects & deficiencies.

• brought about by strict and consistent commitment to certain standards that achieve uniformity of a product in order to satisfy specific customer or user requirements 

DIMENSIONS OF QUALITY: PRODUCT QUALITY

core features and characteristics of a product FUNCTIONALITY

consistently performs according to its specifications RELIABILITY

ease of use and learnability of a human-made object. USABILITY

repair or replace faulty or worn-out components without having to replace still working parts,

MAINTAINABILITY

A level of performance that describes a process that uses the lowest amount of inputs to create the greatest amount of outputs.

EFFICIENCY

set of attributes that bear on the ability of software to be transferred from one environment to another.

PORTABILITY

product characteristic meets preset standards CONFORMANCE

Capable of withstanding wear and tear or decay: DURABILITY

FUNCTIONALITY RELIABILITY

USABILITY PORTABILITY

DURABILITY CONFORMANCE

MAINTAINABILITY EFFICIENCY

DIMENSIONS OF QUALITY: SERVICE QUALITYCONSISTENCY TIMELESSNESS/PROMPTNESS

RESPONSIVENESS ATMOSPHERE

COURTESY/FRIENDLINESS

quick to respond or react appropriately or sympathetically :

RESPONSIVENESS

showing of politeness in one's attitude and behavior toward others.

POLITENESS

the degree to which the service is the same each time

CONSISTENCY

Delivery on schedules as per requirements of the customer

TIMELESS

The pervading tone or mood of a place, situation, or work

ATMOSPHERE

QUALITY BARRIERS

Activity 1: Spot the Difference

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Quality Control vs. Quality Assurance

• Quality Assurance is process oriented and focuses on defect prevention, while quality control is product oriented and focuses on defect identification.

Quality Control vs. Quality AssuranceQA QC

Focus on aims to prevent defects with a focus on the process used to make the product. It is a proactive quality process.

aims to identify (and correct) defects in the finished product. Quality control, therefore, is a reactive process.

Goal to improve development and test processes so that defects do not arise when the product is being developed.

to identify defects after a product is developed and before it's released.

How Periodic conformance audits of the operations of the system.

Finding & eliminating sources of quality problems through tools & equipment so that customer's requirements are continually met.

What Prevention of quality problems through planned and systematic activities including documentation.

The activities or techniques used to achieve and maintain the product quality, process and service.

Responsibility Everyone in the team Specific team

Tool Managerial tool Corrective tool

• Quality of Conformance – consistency in delivering the desired product.

• Quality of Performance – Indicator of the performance of the end product.

• Quality of Service – all activities that will enable the customer to procure and use the product without any hassles.

• Quality Planning (QP) – activities that establish the objectives and requirements for quality, it usually involves the 4Ms (man, machine, materials, methods)

Quality Improvement – this process aims at attaining unprecedented levels of performance, which are significantly better than the past level.

• Quality Management – all activities of the over-all management function that determine the quality policy, objectives and responsibilities and implement them by means such as quality planning, quality control, quality assurance, and quality improvement within the quality system.

Just in time (JIT) – this means that at no stage of manufacturing nobody or nothing waits for anything. It focuses on right scheduling to keep inventory as low as possible.

Activity:

Make an origami masu box. Injecting the concept of “quality” in you product.

ASSESSMENT

• Write your summary on the whole context of “QUALITY”

• Differentiate “service quality from product quality”

• Differentiate “quality control from quality assurance”