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QUALITY COUNTS ENGR. DR. Y. A. ADEDIRAN, FNSE

QUALITY COUNTS ENGR. DR. Y. A. ADEDIRAN, FNSE. WHAT IS QUALITY?. All the features and characteristics of a product or service that contribute to the satisfaction of a customer’s needs or, Conformance of a product or service to specifications. Customer’s Needs:. Price Safety

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QUALITY COUNTS ENGR. DR. Y. A. ADEDIRAN, FNSE

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  1. QUALITY COUNTS ENGR. DR. Y. A. ADEDIRAN, FNSE NSE Minna BranchTechnical Lecture, 16/2/2008

  2. WHAT IS QUALITY? • All the features and characteristics of a product or service that contribute to the satisfaction of a customer’s needs or, Conformance of a product or service to specifications NSE Minna BranchTechnical Lecture, 16/2/2008

  3. Customer’s Needs: • Price • Safety • Availability • Maintainability • Reliability • Usability NSE Minna BranchTechnical Lecture, 16/2/2008

  4. QUALITY CONTROL Use of techniques and activities to achieve, sustain, and improve the quality of a product Activities involved: • Specifications • Design • Production or installation • Inspection • Review of usage Responsibilities of functional areas NSE Minna BranchTechnical Lecture, 16/2/2008

  5. QUALITY ASSURANCE (QA) All the actions necessary to provide adequacy or effectiveness with a view to having timely corrective measures and feedback initiated when necessary. • Policy, planning, and administration • Design assurance and design change control • Production Quality control • User contact and field performance • Employee selection, training and motivation NSE Minna BranchTechnical Lecture, 16/2/2008

  6. RESONSIBILITY FOR QUALITY • Marketing • Design or Production engineering • Manufacturing (process) engineering • Manufacturing • Inspection and Test • Packaging and shipping • Product (or after-sales) service Quality is designed into the product! NSE Minna BranchTechnical Lecture, 16/2/2008

  7. ECONOMICS OF QUALITY Quality costs cut departmental lines. • Identifiable costs: inspection, instrumentation, quality personnel salaries • Others: cost of scrap and rework, customer dissatisfaction, loss of reputation Generally, overall cost is reduced as quality improves. NSE Minna BranchTechnical Lecture, 16/2/2008

  8. Direct Quality Costs: • Prevention costs • Appraisal costs • Internal failure costs • External failure cost NSE Minna BranchTechnical Lecture, 16/2/2008

  9. Direct Quality Costs (contd): Prevention cost • Quality engineering • Design development • Quality planning • Quality training • Utilities NSE Minna BranchTechnical Lecture, 16/2/2008

  10. Direct Quality Costs (contd): Appraisal costs • Inspection and test of materials • Inspection and test of product • Product-quality audit • Materials and services consumed • Equipment calibration and maintenance NSE Minna BranchTechnical Lecture, 16/2/2008

  11. Direct Quality Costs (contd): Internal Failure costs • Scrap • Rework • Failure analysis • Re-inspection • Fault of supplier • Downgrading NSE Minna BranchTechnical Lecture, 16/2/2008

  12. Direct Quality Costs (contd): External Failure • Complaints • Rejected and returned • Repair • Warranty charges • Errors • Liability NSE Minna BranchTechnical Lecture, 16/2/2008

  13. Direct Quality Costs (contd): Cost Total cost Prevention & Appraisal Cmin Failure costs Quality Level Qoptimal NSE Minna BranchTechnical Lecture, 16/2/2008

  14. Indirect Quality Costs • Customer-incurred cost • Customer dissatisfaction cost • Loss-of –reputation cost NSE Minna BranchTechnical Lecture, 16/2/2008

  15. Total Quality Cost Cost Total costs Cmin Direct costs Indirect costs Quality Level Qoptimal NSE Minna BranchTechnical Lecture, 16/2/2008

  16. Quality Management Problems in Nigeria Low quality of Nigeria-mad products could be traced to: • lack of quality control depts in industries • None or unqualified staff in QC depts • High level of illiteracy • Lack of awareness on how, where and when to seek redress • Inadequate consumer protection NSE Minna BranchTechnical Lecture, 16/2/2008

  17. Quality Management Problems in Nigeria (contd) • People (employers and consumers) thinking that quality is not their responsibility • People thinking of short gains rather than long-term profitability • Low efficiency of regulatory bodies • ……. NSE Minna BranchTechnical Lecture, 16/2/2008

  18. Recommended solutions against low quality product/service • Recognizing the need for quality • Building quality awareness into in everyone • Adequate consumer protection • Adequate and straightforward legal procedure for aggrieved consumers • Adoption of management policy on quality • Motivation of employees NSE Minna BranchTechnical Lecture, 16/2/2008

  19. Recommended solutions (contd) • Clear definition (in writing) of the standard/specifications of quality • Provision of adequate inspection coverage using appropriate methods and tools • Keeping adequate inspection records • Adequate training of quality personnel • Having continuous evaluation and feedback mechanisms NSE Minna BranchTechnical Lecture, 16/2/2008

  20. THANKS FOR THE ATTENTION NSE Minna BranchTechnical Lecture, 16/2/2008

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