1. Dimensions Of Product Quality (Garvin) 1. Performance • basic operating characteristics 2. Features • “extra” items added to basic features 3. Reliability • probability product will operate over time 4. Conformance • meeting pre-established standards

2. 5. Durability • life span before replacement 6. Serviceability • ease of getting repairs, speed & competence of repairs 7. Aesthetics • look, feel, sound, smell or taste 8. Safety • freedom from injury or harm 9. Other perceptions • subjective perceptions based on brand name, advertising, etc

3. Service Quality 1. Time & Timeliness • customer waiting time, completed on time 2. Completeness • customer gets all they asked for 3. Courtesy • treatment by employees e

4. 4. Consistency • same level of service for all customers 5. Accessibility & Convenience • ease of obtaining service 6. Accuracy • performed right every time 7. Responsiveness • reactions to unusual situations

5. The Meaning of Quality Producer’s Perspective Consumer’s Perspective Quality of Conformance Quality of Design Production Marketing • Quality characteristics • Price • Conformance to • specifications • Cost Fitness for Consumer Use

6. Quality Of Conformance • Ensuring product or service produced according to design • Depends on • design of production process • performance of machinery • materials • training

7. Cost Of Quality • Cost of achieving good quality • Prevention • Appraisal • Cost of poor quality • Internal failure costs • External failure costs

8. Sales Gains via • Improved response • Flexible pricing • Improved reputation Improved Quality Increased Profits Reduced Costs via • Lower rework and scrap costs • Lower warranty & product liability costs Two Ways Quality Improves Profitability

9. Quality And Productivity • Productivity = output / input • Fewer defects increase output • Quality improvement reduces inputs

10. Total Quality Management 1. Customer defined quality and satisfaction 2. Top management leadership 3. Quality as a strategic issue 4. All employees responsible for quality 5. Continuous improvement 6. Shared problem solving/ Cross-discipline system approach 7. Statistical quality control: measurement of results 8. Mutually beneficial supplier relations

11. Options to Improve Quality of Conformance • Consumer Education: product labeling, instructions, online resources • Follow-up Service: Recalls, extended warranties, replacements • Inspection of Work and Product • Preventative Procedures

12. Inspection • Involves examining items to see if an item is good or defective • Detect a defective product • Does not correct deficiencies in process or product • It is expensive • Issues • When to inspect • Where in process to inspect

13. Inspection Tools • System or process problems: Statistical process control techniques • Material or lot problems: Acceptance sampling techniques

14. 10 UCL = 9.85 9 c = 6.17 8 7 Mg of salt 6 5 4 LCL = 2.99 3 2 4 6 8 10 12 14 16 Sample number Control Chart

15. Preventative Procedures • Improve Quality of Design: Design product/process for robustness, poka-yoke, Taguchi Statistics • Implement Six Sigma • Involve Employees: Training, empowering, soliciting input • Form strategic supplier partnerships • Remove safety nets: carrying JIT inventory and requiring minimal lead times

16. Six Sigma • Two meanings • Statistical definition of a process that is 99.9997% capable, 3.4 defects per million opportunities (DPMO) • A program designed to reduce defects, lower costs, and improve customer satisfaction

17. Six Sigma Define critical outputs and identify gaps for improvement Measure the work and collect process data Analyze the data Improve the process Control the new process to make sure new performance is maintained DMAIC Approach