Quality

1. TQM Quality Lecturer : KanjanaThongsanit tkanjana@su.ac.th

2. Define “Quality” • The Transcendent Approach Barbara Tuchman’s(1980) definition “a condition of excellence implying fine quality as distinct from poor quality …”

3. Define “Quality” • The Product-based Approach identifies specific features or attributes that can be measured to indicate higher quality. For example, Leather upholstery for car seats is considered higher quality than vinyl.

4. Define “Quality” • The User-based Approach The product or service that best satisfies the user is the higher quality product. Jurandefined --- Fitness for use

5. Define “Quality” • The Manufacturing-based Approach The more closely manufacturing can conform to those requirements, the better the quality of the product. e.g. Precision +/- ½ inch & Precision +/- 1/10 inch This definition has the advantages of providing objectively measurable quality standards and of reducing the costs of quality.

6. Define “Quality” • The Value-based Approach Garvin(1988) argued for an understanding of the element of quality as perceived by the user. The eight dimensions is defined - Performance - Durability - Features - Serviceability - Reliability - Aesthetics - Conformance - Perceived quality

7. Define “Quality” The eight dimensions • Performance • The primary operating characteristic of the product or service. - The number of rooms - Size - The number of bathrooms

8. Define “Quality” The eight dimensions • Features • The additional characteristics e.g. - Deleaded ink for newspapers

9. Define “Quality” The eight dimensions • Reliability of a product - Gavin states that reliability is “more relevant to durable goods” e.g. people buy services that guarantee mail delivery.

10. Define “Quality” The eight dimensions • Conformance • Product and service meets the specified standards. “ The process that has more parts meeting the target requirement is better than one that does not ”

11. Define “Quality” The eight dimensions • Durability • The length of a product’s life How many hours the bulb will be replaced ?

12. Define “Quality” The eight dimensions • Serviceability • The speed & service  response time How to measure serviceability ?

13. Define “Quality” The eight dimensions • Aesthetics (subjective dimensions) • The individual ’s personal preference • The ways an individual response to the look, feel, sound, taste and smell. e.g. better sounding stereo speakers would be considered higher quality

14. Define “Quality” The eight dimensions • Perceived quality (subjective dimensions) • Indirect measures e.g. You know good work by his tools. Brand name

15. In class 1 • Pick up a product or service. • Which of eight quality dimensions listed by Garvin are used to evaluate the product? 20 groups 1-10 product 11-20 Service

16. Quality Gurus • Deming • The first American to introduce quality principles to the Japanese. • Deming learned the basic concepts of Statistical Quality Control from Shewhart.

17. Deming • The Japanese Union of Scientist and Engineering (JUSE) used the money from registration fees to establish the Deming Prize.

18. Deming • Continual improvement • Deming characterized these causes as “common” and “special” “common cause” - poor product design - un comfortable working condition “special causes” - specific to a situation e.g. Poor incoming materials Deming proposed to use process control charts to discriminate between the two types of causes.

19. Juran • He arrived in Japan four years after Deming • Juran expressed his approach to quality in form of the quality trilogy. • 3 Basic Processes • Quality planning • Quality control • Quality improvement

20. Juran • Quality Planning • First identifying the customer anyone impacted by the process. Internal customer and External customer

21. Juran • Quality Planning • Determining the customer needs and establish quality goals • Process design • Quality Control • The critical elements had to be identified and measures • The method of measurement had to be defined • The actual performance & standard • Take action on the difference

22. Juran • Quality Improvement • Proving the need for improve and establishing specific improvement project • Team had to be organized to guide the project • Discover the causes • Provide remedies • Develop the mechanism to control the new process

23. Quality trilogy

24. The concept of cost of quality

25. Conformance Costs • Prevention Costs – training, quality circle, • Appraisal Costs - cost associated with measuring and evaluating the product or service quality • Conformance Costs • Internal Failure Costs – scrap, rework • External Failure Costs – direct and indirect cost e.g. labor and travel to investigate the customer complaints

26. Crosby • Argued that zero defects was a desirable and achievable goal. • Defined quality as conformance to requirement • He insisted that the way to achieve zero defects was to improve prevention techniques.

27. Crosby’s Interpretation of Conformance Cost

28. Feigenbaum • Armand Feigenbaum developed the concept of Total Quality Control. • He feels that the quality philosophy extends beyond the factory floor (including all function in an organization).

29. Ishikawa • He believed that all employees should be involved in studying and promoting quality control by learning seven statistical tools. (He created cause-and-effect diagram.)

30. Ishikawa • He defined the customer as the person in the line. • QCC  putting workers into teams to solve quality problems.

31. Taguchi • Taguchi viewed quality as an issue for the entire company and focused on the use of statistical methods to improve quality. • Proposed the Loss Function’s concept.

32. The Loss Function’s concept • the loss function’s concept.

33. The Loss Function’s concept Sony TV

34. Distribution of color density for TV sets

35. The Loss Function

36. The Loss Function Y = k(x-target)2 y = the cost or loss incurred by a measurement on an item k = a constant, to be determined for each application x = the actual measurement on the item target = the most desirable or optimal value of the measurement

37. In class 2 • The specifications for the diameter of an axle are 25.00 mm. + 0.25 mm. If the diameter is out of specifications, the axle must be scrapped at a cost of $4.00. What is the loss function for this application?

38. QM QM = Quality Management QA = Quality Assurance QC = Quality Control QA QC

39. Quality Control: QC • เน้นที่การตรวจเช็คเป็นหลัก • ตรวจหาจุดบกพร่องและแยกของเสียทิ้ง • บทบาทของผู้ตรวจคือ การตรวจดูผลงานของผู้อื่น ว่าถูกต้องหรือเปล่า แล้วส่งผลการตรวจเพื่อเป็นข้อมูลให้กับฝ่ายผลิต เน้น จำนวนผลงาน ที่ถูกต้องตามกำหนด หรือจำนวนที่ทำเสีย

40. Quality Assurance • เน้นที่ตัวระบบ และวิธีปฏิบัติงาน (Procedure) • ออกแบบ ให้คุณภาพเข้าไปอยู่ในระบบหรือวิธีปฏิบัติงาน • ทำให้เป็นไปตามมาตรฐาน หรือข้อกำหนด เน้น วิธีปฏิบัติงาน วิธีผลิตสินค้าหรือบริการ โดยเน้นผลิตสินค้าที่มีคุณภาพ เพื่อสร้างความพึงพอใจให้แก่ลูกค้า

41. Quality management • มององค์กรเป็นระบบ ซึ่งประกอบด้วย output Input output Input

42. Quality management : ISO 9000

43. Assignment 1 • Explain the quality process model