Quality Control

(Formerly titled Quality Control 8th

Edition)

Chapter 1
Introduction to
Besterfield,
Quality
Besterfield, Quality Control
Eighth
Eighth edittion
edittion

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 Definitions
Quality
Ratio of the perceptions of performance to
expectation.
Q=P/E
Intangible and based on perception.
Each person or sector has its own.
ISO 9000Degree to which a set of
inherent characteristics fulfills
requirements.
Quality has nine different dimensions.

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 The Dimensions of Quality
DIMENSION MEANING
Performance Primary product characteristics
Features Secondary characteristic (remote control,
etc)
Conformance Meeting specifications or industry
standards
Reliability Consistency of performance over time
Durability Useful life
Service Resolution of problems and complaints
Response Human-to-human interface
Aesthetics Sensory characteristics
Reputation Past performance and other intangibles

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 Definitions (Continued)
Quality Control--Use of techniques to achieve and
sustain the quality.
It involves integrating the following activities and
techniques
1) Specifications 2) Design 3) Production
4) Inspection/Metrology 5) Review
Quality Improvement--Use of tools and techniques to
continually improve the product, service, or
process.
Statistical Quality ControlUse of statistics to control
the quality.
Acceptance Sampling
SPC (Statistical process control )

Quality Improvement, 9e 2013, 2008 by Pearson Higher Education, Inc

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 Definitions (Continued)
Quality Assurance--Planned or
systematic actions necessary to
provide adequate confidence that
the product or service will satisfy
given requirements.
Process--Set of interrelated activities
that uses specific inputs to produce
specific outputs. Includes both
internal and external customers and
suppliers.

Quality Improvement, 9e 2013, 2008 by Pearson Higher Education, Inc

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 Why Quality Improvement?
It pays
Less rework, fewer mistakes, fewer

delays, and better use of time and
materials
Global Competition
Economic and political boundaries are
slowly vanishing
In United States today, 15 to 20% of
the production costs are incurred in
finding and correcting mistakes.

Quality Improvement, 9e 2013, 2008 by Pearson Higher Education, Inc

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 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)

Quality Improvement, 9e 2013, 2008 by Pearson Higher Education, Inc

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 Contrasting Approaches

Passive / Proactive /
Reactive Preventive
Setting Design quality in
acceptable products and processes
quality levels Identify sources of
Inspecting to variation (processes
measure and materials)
compliance Monitor process
performance
Quality Improvement, 9e 2013, 2008 by Pearson Higher Education, Inc
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 The Quality Hierarchy
Incorporates QA/QC
Total Quality activities
into company-wide system
Prevention Management
aimed
SPC at satisfying the customer
Actions to insure products or
Quality Assurance services conform to company
requirements

Quality Control Operational techniques to make

inspection more efficient and to
Detection SQC reduce the costs of quality.

Inspection Inspect products

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 Historical Review
Skilled craftsmanship during Middle
Ages
Industrial Revolution: rise of
inspection and separate quality
departments (17th and 18th
centuries)
Statistical methods at Bell System
(1924)
The American Society for Quality
(1946)
Deming (1950) - Quality
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 Historical Review
(Continued)
First Quality Control Circles (1960)
1980s
TQM
Statistical Process Control, SPC
Malcolm Baldrige National Quality Award
Taguchi
ISO (1990)
Via Internet (2000)

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 Responsibility for Quality
Quality is not job of any one person or
department, it is everyones responsibility.
Marketing
Help to evaluate the level of product
quality that a customer wants, needs..
Design Engineering
Translate the customers requirements
into operating characteristics, exact
specifications, and appropriate tolerances
Procurement
Responsible for procuring quality
materials and components

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 Responsibility for Quality

Customer

Service Marketing
Quality
Packaging and Product Design
Storage Or Engineering
Service
Inspection
and Test Procurement

Process
Production Design

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 Responsibility for Quality
(Continued)
Process Design
Develops processes and procedures
that will produce a quality product/service
Production
Produce quality products and services
Inspection and Test
Appraise the quality of purchased and
manufactured items and to report the
results

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 Responsibility for Quality
(Continued)
Packaging and Storage
Preserve and protect the quality of the
product
Service
Fully realizing the intended function of the
product during its expected life

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 Quality by Design (Concurrent
engineering)
Quality by Design is the practice of using a
multidisciplinary team to conduct product
or service conception, design, and
production planning at one time.
The major benefits are faster product
development, shorter time to market,
better quality, less work-in-process, fewer
engineering change orders, and increased
productivity

Quality Improvement, 9e 2013, 2008 by Pearson Higher Education, Inc

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