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INTRODUCTION to QUALITY INTRODUCTION to QUALITY MANAGEMENTMANAGEMENT
Prof. Syamsir ABDUH, PhDProf. Syamsir ABDUH, PhD
What is Quality ?
Performance to the standard expected by the Performance to the standard expected by the customer (FedEx)customer (FedEx)
Meeting the customer’s needs the first and every Meeting the customer’s needs the first and every time (GSA)time (GSA)
Providing our customers with products and services Providing our customers with products and services that consistently meet their needs and expectations that consistently meet their needs and expectations (Boeing)(Boeing)
Doing the right thing right the first time, always Doing the right thing right the first time, always striving for improvement, and always satisfying the striving for improvement, and always satisfying the customer (USD)customer (USD)
What is Quality?
QUALITY QUALITY (Conventional)(Conventional)
PerformancePerformanceReliabilityReliabilityEasy for useEasy for useEstheticsEsthetics
QUALITYQUALITY (Strategic) (Strategic)
Meeting the need of customersMeeting the need of customers
Q-MATCH Quality = Meets Agreed
Terms and Changes
Quality Defined
Fitness for useFitness for use ( (JuranJuran))Conformance to specificationsConformance to specifications ( (CrosbyCrosby))Loss to societyLoss to society ( (TaguchiTaguchi))Predictable degree of uniformityPredictable degree of uniformity ( (DemingDeming))The degree to which a set of inherent characteristics The degree to which a set of inherent characteristics
fulfills requirement fulfills requirement ((ISO: 9000:2008;3.1.1ISO: 9000:2008;3.1.1))
Quality Defined
Quality has many meanings. Many of Quality has many meanings. Many of them are subjective such as the term them are subjective such as the term “Excellent” or “outstanding” quality. In the “Excellent” or “outstanding” quality. In the quality management field has a more quality management field has a more specific meaningspecific meaning
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Two Components of Quality
Performance Reliability Durability Ease of use Serviceability Esthetics Availability of options & expandability Reputation
Accuracy Timeliness Completeness Friendliness & courtesy Anticipating customer needs Knowledge of server Appearance of facilities & personnel Reputation
ManufacturingIndustries
ServiceIndustries
Pro
duct
fea
ture
s
Product free of defectsand errors at delivery, duringUse, servicing
Service free of error during Original and future servicetransactions
Fre
edom
fro
mde
fici
enci
es
Total Organization Performance
Efficiency
Effectiveness
Quality
ProductivityProfitability
(OrganizationalPerformance)
Innovation
Quality of Working Life
Cost Reduction Strategy
Quality Improvement
Cost Reduction
Productivity Improvement
Price Competitiveness
Market Share
Focus on Business
Workforce
Return on Investment
Profit
AttractCust
RetainCust
EnhanceRelation
Value
Price OverallQuality
Image
SalesMarket
NewProduct
DevProduct Delivery
AfterSales
Support
Attributes Attributes Attributes Attributes Attributes
Quality Disciplines and Other Disciplines
DisciplineDiscipline FinanceFinance Industrial EngineeringIndustrial Engineering Information technologyInformation technology Marketing researchMarketing research Operation managementOperation management Operation researchOperation research Organizational behaviorOrganizational behavior Organizational EffectivenessOrganizational Effectiveness Strategic planningStrategic planning System engineeringSystem engineering Value engineeringValue engineering
Example of contribution Measuring the cost of poor quality Design of integrated system Measurement, analysis, reporting Competitive standing on quality Management of integrated systems
Analyzing product design alternative Understanding quality culture Satisfying the needs of both internal &
external Quality as a means of achieving c.a Translating customer needs into p.f Analysis of essential functions needed by
customer
Understanding Customer- Defined Quality
In a total quality, quality is defined by the customer In a total quality, quality is defined by the customer The customer must be the organization’s top priority. The The customer must be the organization’s top priority. The
organization’s survival depends on the customerorganization’s survival depends on the customer Reliable customers are the most important customersReliable customers are the most important customers Customer satisfaction is ensured by producing high quality Customer satisfaction is ensured by producing high quality
productsproducts
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QUALITY EVOLUTIONQUALITY EVOLUTION
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QUOTES ABOUT QUALITY
““It’s not enough to do your best. First you have to know It’s not enough to do your best. First you have to know what to do. Then you can do your best.”what to do. Then you can do your best.”
——Dr. Edward DemingDr. Edward Deming““If you can’t describe what you are doing as a process, you If you can’t describe what you are doing as a process, you
don’t know what you are doing.”don’t know what you are doing.”——Dr. Edward DemingDr. Edward Deming
““It has been said that there will be two kinds of company in It has been said that there will be two kinds of company in the future, companies which have implemented Total the future, companies which have implemented Total
Quality and companies which are out of business”Quality and companies which are out of business” — —John CullenJohn Cullen
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QUESTIONS…?