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QUALITY is . . .

ASQ (American Society Quality): The totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs.

Manufacturing-based: degree to which a product conforms to design specifications

Product-based: level of measurable product characteristics

User-based: whatever the end user/ customer says it is

Factors which determine quality: for manufactured products: * design * conformance to design * performance * features * reliability * durability * serviceability * safety * aesthetics * consumer education/support * service after delivery for services: * timeliness * courtesy * completeness * consistency * accessibility * accuracy * responsiveness

Why is Quality important?

1. It may drive costs down and market share up- fewer defects, less rework

2. Reputation- customer’s perceptions

3. Product liability

4. Products/ services must compete in global economy

Costs of Quality

Prevention Costs, i.e., Initial Design costs

… of designing and building quality in

Appraisal Costs, i.e., Training and SPC (Statistical Process Control) costs

… of checking and verifying quality

Internal Failure Costs

… rework and scrap costs (before product leaves the company)

External Failure Costs … warranty and recall costs

International Quality Standards

ISO 9000 series
Common quality standards for products sold in Europe (even if made in U.S.)
The only quality standard with international recognition

ISO 9004 2009 explains how organization can use a quality management approach to achieve sustained success

The “Guru’s”
W. Edwards Deming- Granddaddy of quality

Walter Shewhart - Developed SPC

Philip Crosby -

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