INTRODUCTION TO QUALITY

Delivered by:
MOHD SHAHIR YAHYA
shahir@uthm.edu.my

Definitions Quality
Fitness for use (Juran)
Conformance to requirements (Crosby)
Degree of excellence (dictionary)
Performance exceeding expectations (Q = P/E)
The totality of features and characteristics of a
product or service that bear on its ability to satisfy
stated or implied needs ANSI/ASQ

Examples of Quality Dimensions

Dimension

(Product)
Automobile

(Service)
Auto Repair

1. Performance

Everything works, fit & finish

Ride, handling, grade of
materials used
Interior design, soft touch

All work done, at agreed

price
Friendliness, courtesy,
Competency, quickness
Clean work/waiting area

2. Aesthetics
3. Special features

Gauge/control placement
Cellular phone, CD player

Location, call when ready

Computer diagnostics

Examples of Quality Dimensions (Cont.)

Dimension

(Product)
Automobile

(Service)
Auto Repair

5. Reliability

Infrequency of breakdowns

Work done correctly,

ready when promised

6. Durability

Useful life in miles, resistance to

rust & corrosion

Work holds up over time

7. Perceived
quality

Top-rated car

8. Serviceability

Handling of complaints and/or

requests for information

Award-winning service
department

Handling of complaints

Needs for Quality

Global Competition
- Economic and political boundaries are slowly
vanishing
It Pays
- Less rework, fewer mistakes, fewer delays, and
better use of time and materials
Consumers are more sophisticated
- They demand new and better products.

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

The Quality Hierarchy

Prevention

Total Quality
Management

Incorporates QA/QC activities

into company-wide system
aimed at satisfying the
customer

Quality Assurance

Actions to ensure products or

services conform to customer
requirements

Quality Control
Detection

Inspection

Operational techniques to make

inspection more efficient and to
reduce the costs of quality.
Inspect products

Inspection
Activities such as measuring, inspection, testing, gauging
one or more characteristics of a product or service and
comparing with specified requirements to determine
conformity

Quality Control
- Use techniques and activities to achieve, sustain and
improve quality of products or service.
- It integrates these related techniques and activities:
1. Specifications of what is needed
2. Design of the products/service to meet specs.
3. Production or installation to meet full intent of specs.
4. Inspection to determine conformance to specifications
5. Review usage to provide information for revision of
specs. if needed
- The aim should be towards quality improvement

Quality Assurance
All those planned or systematic actions
necessary to provide adequate confidence
that a product or service will satisfy given
requirements for quality
Need systems and procedures to ensure
consistency in methods for producing
products

Total Quality Management

The way of managing organization to achieve excellence
Total everything
Quality degree of excellence
Management art, act or way of organizing,
controlling, planning, directing to achieve certain
goals

A management philosophy embracing all activities through which the

needs and expectations of the CUSTOMER and COMMUNITY, and the
objectives of the organization are satisfied in the most efficient and cost
effective manner by maximising the potential of ALL employees in a
continuing drive for improvement. (BS 4778:1991)