Quality Definition
Grade od which a set inherent attributes correlate to customers needs.
What is Quality
- Transparent approach, first class, singular (fur coat)
- Custumer oriented approach, measurable quantity (high glass)
- Product related approach, measurable quantity (diamond ring)
- Production related approach, hold specification (screw)
- Value related approach, price performance (to buy at summer sale/selling app)
Quality according to:
- Quality potential: size, image, references, qualification, know-how, service
- Quality product: specification, attributes
- Quality process: behavior, communication, informance, value, culture
TQM
- Network: supplier-customer, service-quality, environment-future
- Improvement of the whole system
- Certification as requirement
- Environmental aspects included
Types of Quality
Quality control
- Detection of defects after event
- Ensure that procedures and standards are fallowed
Quality planning
- Quality plan should define quality assessment process
- Set up organizational standards and product quality standards
- Select applicable procedures and standardards
Quality assurance
- Prevention of defects
- Establish procedures and standards for quality
- International
ISO international organization of standardization
- European
CEN: comite European de normalization
- National
DIN: deutsche industrie norm
BS: british standardization
ÖNORM: osterreichische norm
Norms
Norms deliver necessary standardization of all terms and all technical areas -> improvement in productivity
ISO 9000 9001 9004 9011
ISO 9000: basics and terms definition
- ISO 9001: demands for certification
- ISO 9004: guidance for improvement performance
- ISO 9011: guidance for auditing
DEMING
Advocated statistical approach
- methods which signal shifts in a process that will likely lead to products and services meeting customers requirements
- emphasized an overall organizational approach to managing quality
- demonstrated that quality products are cheaper that poor quality products
- identified 14 points critical for improving quality
Deming basic element of improving
- Application for the system: Managements job to optimize the system not parts of it
- Psychology: The designers and implementers of decisions are people
- Understanding process variation: Reduction of variation
- Theory of knowledge: Decisions should be driven by facts data and justifiable theories
Juran
emphasizes the importance of producing quality though an approach focussed on quality planning, control and improvement
Cost of quality:
Cost of prevention , cost of detection, cost of failure
Cost of quality equation
(external costs+Internal failure C+Appraisal C+Prevention C) / sales X 100%
TQM tools 7:
Check sheet, histogram, scatter diagram, control charts, run charts, ishikawa diagram, pareto diagram
