quality improvement (formerly titled quality control 8th edition) powerpoint presentation to...

Quality Quality ImprovementImprovement

(Formerly titled Quality Control 8th (Formerly titled Quality Control 8th

Edition)Edition)

PowerPoint presentation to accompany Besterfield, Quality Improvement, 9th edition

PowerPoint presentation to accompany Besterfield, Quality Improvement, 9th edition

Chapter 1Chapter 1 Introduction to Introduction to

QualityQuality

Quality Improvement, 9eDale H. Besterfield

© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved

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Textbook OutlineTextbook Outline

Introduction to Quality Improvement

Lean Six sigma SPC Control Charts for Variables Additional SPC techniques for Variables



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Outline (Continued)Outline (Continued)



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Learning ObjectivesLearning Objectives

When you have completed this chapter you should be able to:

Define quality, quality control, quality improvement, statistical quality control, quality assurance, and process.

Be able to describe FMEA, QFD, ISO 9000, ISO 14000, Benchmarking, TPM, Quality by Design, Products Liability, and IT



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Definitions Definitions

Quality• Ratio of the perceptions of performance to expectation.

• ASQ—Each person or sector has its own.

• ISO 9000—Degree to which a set of inherent characteristics fulfills requirements.

• All of the above.



Definitions (Continued)Definitions (Continued)

Quality Control--Use of techniques to achieve and sustain the quality.

Quality Improvement--Use of tools and techniques to continually improve the product, service, or process.

Statistical Quality Control—Use of statistics to control the quality. Acceptance Sampling SPC



Definitions (Continued)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.



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The Dimensions of QualityThe Dimensions of QualityDIMENSIONDIMENSION MEANINGMEANING

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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Historical ReviewHistorical Review

Skilled craftsmanship during Middle Ages

Industrial Revolution: rise of inspection and separate quality departments

Statistical methods at Bell System (1924)

The American Society for Quality (1946)

Deming (1950) - Quality



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Historical Review Historical Review (Continued)(Continued)

First Quality Control Circles (1960)

1980sTQM Statistical Process Control, SPCMalcolm Baldrige National Quality AwardTaguchi

ISO (1990) Via Internet (2000)



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Responsibility for QualityResponsibility for Quality

CustomerCustomer

ServiceService

Packaging andPackaging andStorageStorage

InspectionInspectionand Testand Test

ProductionProductionProcessProcessDesignDesign

ProcurementProcurement

DesignDesignEngineeringEngineering

MarketingMarketing

QualityQualityProductProduct

OrOrServiceService



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Responsibility for QualityResponsibility for Quality

Marketing Help to evaluate the level of product quality that a customer wants, needs..

Design Engineering Translate the customer’s requirements into operating characteristics, exact specifications, and appropriate tolerances

Procurement Responsible for procuring quality materials and components



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Responsibility for Quality Responsibility for Quality (Continued)(Continued)

Process Design Develops processes and proceduresthat will produce a quality product/service

Production Produce quality products and servicesInspection and Test Appraise the quality of purchased and manufactured items and to report the results



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Responsibility for Quality Responsibility for Quality (Continued)(Continued)

Packaging and Storage Preserve and protect the quality of the product

Inspection and Test Appraise the quality of purchased and manufactured items and to report the results

Can sometimes be automatedService Fully realizing the intended function of the product during its expected life



Quality by DesignQuality by Design

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



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Chief Executive OfficerChief Executive Officer

The highest-ranking executive officer within a company or corporation, who has responsibility for overall management of its day-to-day affairs under the supervision of the board of directors



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Chief Executive Officer Chief Executive Officer (Continued)(Continued)

Ultimate responsibility for quality

35% of the time is spent on quality

Quality performances



Products LiabilityProducts Liability

Consumers are initiating lawsuits in record numbers as a result of injury, death, and property damage from faulty product or service design or faulty workmanship.

Reasons for injuries: Behavior or knowledge of the user.

Environment where the product is used.

Design and production of the item.



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HomeworkHomework

Chapter 1, question 2. Note: You do not need to actually visit one

of the businesses. Do an internet search and give a synopsis of what you find.

Length: ½ to 1 page

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