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Quality and Operations

Management

MS&E269

Product Quality Definitions

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Coming at Product Quality from

Different Sides ranscendent a!!roac"

Product#$ased a!!roac"

%ser#$ased a!!roac"

Manufacturing#$ased a!!roac"

alue#$ased a!!roac"

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Dimensions of Quality

Performance

'eatures

(elia$ility

Conformance

Dura$ility

Ser)icea$ility *est"etics

Percei)ed Quality

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Quality Definitions+++ from t"e ,urus

Cros$y- conformance to re.uirements

'eigen$aum- meeting customer e/!ectation

0uran- fitness for use

aguc"i- loss im!arted to society

*SQC- t"e totality of features and c"aracteristics

of a !roduct or ser)ice t"at $ear on its a$ility tosatisfy gi)en needs

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Strategic 1m!ortance of Quality

Dimensions 'ind t"e rig"t defensi$le3 .uality nic"e4 some $ut

not all of t"e eig"t dimensions

*llo5s )oice of t"e customer7 to $e "eard Quality dimensions need to $e s!ecified in terms of

!roduct c"aracteristics

Product c"aracteristics need to $e translated into

engineering c"aracteristics

Quality decisions must $e em$edded in o!erational

control and management su!!ort

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Se)en Stages of C8QC

Product ins!ection

Process control

System integration

Education and raining

Product design3 and !rocess o!timi=ation

Quality loss function >!erationali=e )oice of customers >C3

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Contrasting QC and C8QC

Conformance to

S!ecification

oice of t"e

Customer

Pre)ention4 a!!raisal4

failure costs to org+

?oss to society

*udit !roduct or

ser)ice

*udit t"e system

and management

QC C8QC

Definition of Quality

Cost of Quality

Management *!!roac"

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E)olution of Quality Control

@ A

B@@ A

0a!an- B9 ##3

B9@ B96@ B9F@ B9G@ B99@

Product

1ns!ection

Process

Control

Product < Process

Design

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Het *not"er 'ad I

E)ery fe5 mont"s4 our senior managers find a ne5

religion+ >ne time it 5as .uality4 anot"er it 5as

customer ser)ice4 anot"er it 5as flattening t"e

organi=ation+ 8e Just "old our $reat" until t"ey get

o)er it and t"ings get $ac: to normal+

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Strategic Manufacturing 'ocii

Cost < Efficiency

Quality

Differentiation

; features and functions Customer ser)ice

; res!onsi)eness4 s!eed4 de!enda$ility

; su!!ort and maintenance

'le/i$ility

ec"nical Pro5ess; inno)ation4 M

; ne5 !roduct de)elo!ment

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Design for Manufactura$ility

* Product Design P"iloso!"y

Design forX ...

; manufactura$ility; assem$ly

; testa$ility

; relia$ility

; dura$ility

; ser)icea$ility

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Product Design Conce!ts

(a!id !rototy!ing

Concurrent Engineering CE3

alue Engineering E3

Modular Design

Com!onent Part (eduction and *ssem$ly

Sim!lification Koot"royd#De5"urst3 Post!onement