Chapters 9.ppt

Chapters 9 Management of Quality Quality Management What does the term quality mean? Quality is the ability of a product or service to consistently meet or exceed customer expectations. Dimensions of Quality Performance - main characteristics of the product/service Aesthetics - appearance, feel, smell, taste Special features - extra characteristics Conformance - how well product/service conforms to customer’s expectations Safety - Risk of injury Reliability - consistency of performance Dimensions of Quality (Cont’d) Durability - useful life of the product/service Perceived Quality - indirect evaluation of quality (e.g. reputation) Service after sale - handling of customer complaints or checking on customer satisfaction Examples of Quality Dimensions Examples of Quality Dimensions (Cont’d) TOTAL QUALITY INTERFACES The Costs of Poor Quality Prevention Costs Appraisal Costs Internal Failure Costs External Failure Costs Costs of quality assurancePrevention Costs QC administration and systems planning Quality training Quality planning (QC engineering work) Incoming, in-process, final inspection Special processes planning Quality data analysis Procurement planning Vendor surveys Reliability studies Quality measurement and control equipment Qualification of material Costs of quality assuranceAppraisal Costs Testing Inspection Quality audits Incoming test and inspection and laboratory acceptance Checking labor Laboratory or other measurement service Setup for test and inspection Test and inspection material Outside endorsement Maintenance and calibration Product engineering review and shipping release Field testing Costs of quality assuranceInternal Failure Costs Scrap, at full shop cost Rework, at full shop cost Scrap and rework , fault of vendor Material procurement Factory contact engineering QC investigations (of failures) Material review activity Repair and troubleshooting Costs of quality assuranceExternal Failure Costs Complaints and loss of customer go