lecture 1 _ quality & related concepts

7/29/2019 Lecture 1 _ Quality & Related Concepts

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Lecture 1

oduction

rapidly increasing glob al competition over the past decade has led to the emergence of new scenarios for most of the industrial sectors. The industries are now as sociated with rapid technological changes and

duct variety proliferation in order to remain competitive. The competitiveness of a com pany is mos tly dependent on its ability to perform well in dim ensions such as cos t, quality, delivery, dependability and speed,

vation and flexibility to adapt itself to variations in demand .

ng at imp roving organ izational performance thro ugh the effective us e of production cap abil ity and technolo gy, opera tions s trategy such a s total q uali ty managemen t (TQM), quality function deployment (QFD), six

ma, business process re-engineering (BPR), just in time (JIT), benchmarking, performance measurement and many others are commonly used. The concept of quality has evolved from mere specifications,

rols, inspections, systems, and m ethods for regulatory compliance to a harm onized relationship with busin ess strategies aim ed at satisfying both the internal and external customer. Today, quality and value are,

and above all, givens, and the customer expects them. Quality in the s uccessful organization is fully integrated into all of the busines s processes and is an extension of everything els e that has to happen along

path to success , both for the company and for the people involved.

lity Definition(s)

Specifie d by Joseph Juran, Qua lity is the fitnes s of use i.e. it is the value of the goods and services as perceived by the supplie r, producer a nd custom er. The mea sure also pertains to the degree to which

ducts and s ervices conform to s pecifications, requirements and standards at an acceptable price. Some of the definitions of the term Quality', provided by quality gurus are as follows:

Quality is fitness for use (JURAN)Quality is conformance to requirements (CROSBY)

The efficient production of the quality that the market expects (DEMING)

Quality is what the customer says, it is (FEIGENBAUM)

Quality is the loss that a product costs to the society after being shipped to the customer (TAGUCHI)

The totality of features and characteristics of a product or services that bear on its ability to satis fy stated or imp lied needs of the customers (ASQC)

A qual ity system is the agree d on company wide a nd p lant wide opera ting work structure, documen ted in e ffective, in tegrated, technica l and manageri al procedures for guiding the co-coord inated actions of

people, the machin es, or the information of com pany in the best and mos t practical ways to ass ume cus tomer quality satisfaction and econom ical costs of qua lity. (FEIGENBAUM)

ensions of Product Quality

prescribed by Garvin, the eigh t dimens ions of quality are:

Performance (will the product do the intended job?)

Reliability (how often the product fails?)

Durability (how long the product lasts?)

Serviceability (how easy is to repair the product?)

Aesthetics (what does the product look like?)

Features (what does the product do?)

Perceived quality (what is the reputation of a company or its products?)

ensions of Service Quality

Reliability

Responsiveness

Competence

Courtesy

Communication

Credibility

Security

ee Aspects of Quality (Figure)

three aspects of quality and their linkages with each other have been depicted in the figure below:

lity of Design: Consumer's Perspective

product must be des igned to meet the requirement of the customer. The product must be designe d right first time and e very time and whi le des igning all as pects of customer expectations mu st be incorporated

the product. The factors need to consider while des igning the product are:

Type of product

Cost

Profit policy of the company

Demand

Availabili ty of the parts

lity of Conformance: Manufacturer's Perspective

product must be manufactured exactly as desig ned. The activities involved at this stage include: defect finding, defect prevention, defect analysis, and rectification. The difficulties encountered at the

ufacturing stage m ust be conveyed to the designers for modification in des ign, if any. The two-way communication between d esigner a nd ma nufacturing may help to improve the quality of the product.

lity of Performa nce

product must function as per the expectations o f the customer. The two way communication between des igners a nd customer is the key to have a quality product.

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lecture 1 _ quality & related concepts

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