Introduction - to - Quality - Control - pdf
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Introduction to Quality Control: A Comprehensive Guide to Quality Control In today’s competitive world, quality control is not just a process—it’s a necessity for business success. This presentation provides an in-depth look at quality control, statistical quality management, and key quality dimensions that drive excellence in products and services. Key topics covered: ✅ Fundamental terminologies in quality control ✅ Statistical quality control techniques ✅ Quality from both consumer and producer perspectives ✅ Dimensions of quality in manufacturing and services ✅ The evolving role of quality in business operations Whether you’re a student, professional, or industry expert, this presentation equips you with valuable insights into maintaining and improving quality standards. Explore now and take your quality management knowledge to the next level! #QualityControl #TQM #StatisticalAnalysis #BusinessExcellence
Introduction - to - Quality - Control - pdf
- 2. BASICTERMINOLOGIES Statistics: Statistics means data, a good amount of data. Or simply, the collaborative study of accumulation, analysis, interpretation and presentation of massive volumes of data. “Statistics are valuable representations of data that assist in the analysis and decision-making process” Statistical tools:Applications of statistical methods in order to visualize, interpret and anticipate outcomes over collected data. Dr.Ghada Kholief
- 3. BASICTERMINOLOGIES • Quality “ a characteristic of fitness for purpose at lowest cost” , or • “degree of perfection that suffices the customer requirements”. • Quality can be defined as “the entirety of features and characteristics for products and services satisfying implicit and explicit demands of customers. Dr.Ghada Kholief
- 4. BASICTERMINOLOGIES Control:An approach of measuring and inspecting a certain phenomenon for a product or a service, control suggests when to inspect, and how much to inspect. The system includes feedback to understand the causes for poor quality and necessary corrective steps. The control system basically determines the quality characteristics of an item, correlates the same with predefined quality standards and distinguishes between defective items from non-defectives ones. Dr.Ghada Kholief
- 5. BASICTERMINOLOGIES • Quality control: Quality control is one of the most important tools deployed to check the definite level of quality of products, or services. In todays’ highly competitive business environment, quality control has evolved as a prominent tool and a critical factor via any successful industry to ensure standard quality. In 1982, Peters andWaterman recognized quality as a crucial element in the virtue of excellence. Dr.Ghada Kholief
- 6. BASICTERMINOLOGIES Therefore, quality control is the employment of appropriate techniques and activities to accomplish, sustain and upgrade the quality of products and services and to satisfy customer’s needs in terms of price, safety, availability, reliability, usability, etc. The method employs statistical techniques based on probability theory to establish standards of quality and uphold it in the most economical manner. Dr.Ghada Kholief
- 7. INTRODUCTION • Quality is one of the four key objectives of operations • Historical development of quality concepts • Inspection (early 1900s) • Statistics quality control (Shewhart (1940s) • Quality management (1960s) • Quality is responsibility of everyone in the organization Dr.Ghada Kholief
- 8. WHAT IS QUALITY? • Oxford American Dictionary • a degree or level of excellence • American Society for Quality • totality of features and characteristics that satisfy needs without deficiencies • Consumer’s and producer’s perspective Dr.Ghada Kholief
- 9. QUALITY Meeting, or exceeding, customer requirements now and in the future. i.e. the product or service is fit for the customer’s use Dr.Ghada Kholief
- 11. QUALITY OF DESIGN • Determined before the product is produced • Translates the “wishes” of customers into specifications • Concurrent design through the QFD process. Dr.Ghada Kholief
- 12. QUALITY OF CONFORMANCE Producing a product to meet the specifications (independent of quality of design) Dr.Ghada Kholief
- 13. ABILITIES • Availability (Continuity of service to customers) • Reliability (Length of time that a product can be used before it fails—MBTF) • Maintainability (Restoration of the product or service once it has failed— MTTR) Uptime Availability Uptime Downtime = + MTBF Availability MTBF MTTR = + Dr.Ghada Kholief
- 14. FIELD SERVICE • Warranty and repair or replacement of the product after it has been sold. • Also called customer service, sales service, or just service • Dimensions • Promptness • Competence • Integrity Dr.Ghada Kholief
- 15. DIFFERENTTYPES OF QUALITY Quality of market research Quality of concept Quality of specification Technology Employees Management Reliability Maintainability Logistical support Promptness Competence Integrity Quality of design Quality of conformance Availability Field service Customer satisfaction Dr.Ghada Kholief
- 16. WHAT IS QUALITY: CUSTOMER’S PERSPECTIVE • Fitness for use • how well product or service does what it is supposed to • Quality of design • designing quality characteristics into a product or service • A Mercedes and a Ford are equally “fit for use,” but with different design dimensions. Dr.Ghada Kholief
- 17. WHAT IS QUALITY: PRODUCER’S PERSPECTIVE • Quality of conformance • making sure product or service is produced according to design • if new tires do not conform to specifications, they wobble • if a hotel room is not clean when a guest checks in, hotel is not functioning according to specifications of its design Dr.Ghada Kholief
- 18. MEANING OF QUALITY Dr.Ghada Kholief
- 19. WHAT IS QUALITY: A FINAL PERSPECTIVE • Customer’s and producer’s perspectives depend on each other • Producer’s perspective: • production process and COST • Customer’s perspective: • fitness for use and PRICE • Customer’s view must dominate Dr.Ghada Kholief
- 20. DIMENSIONS OF QUALITY: MANUFACTURED PRODUCTS • Performance • basic operating characteristics of a product; how well a car handles or its gas mileage • Features • “extra” items added to basic features, such as a stereo CD or a leather interior in a car • Reliability • probability that a product will operate properly within an expected time frame; that is, aTV will work without repair for about seven years Dr.Ghada Kholief
- 21. DIMENSIONS OF QUALITY: MANUFACTURED PRODUCTS • Conformance • degree to which a product meets pre–established standards • Durability • how long product lasts before replacement; with care, L. L. Bean boots may last a lifetime • Serviceability • ease of getting repairs, speed of repairs, courtesy and competence of repair person Dr.Ghada Kholief
- 22. DIMENSIONS OF QUALITY: MANUFACTURED PRODUCTS • Aesthetics • how a product looks, feels, sounds, smells, or tastes • Safety • assurance that customer will not suffer injury or harm from a product; an especially important consideration for automobiles • Perceptions • subjective perceptions based on brand name, advertising, etc. Dr.Ghada Kholief
- 23. DIMENSIONS OF QUALITY: SERVICES • Time and timeliness • how long must a customer wait for service, and is it completed on time? • is an overnight package delivered overnight? • Completeness: • is everything customer asked for provided? • is a mail order from a catalogue company complete when delivered? Dr.Ghada Kholief
- 24. DIMENSIONS OF QUALITY: SERVICE • Courtesy: • how are customers treated by employees? • are catalogue phone operators nice and are their voices pleasant? • Consistency • is same level of service provided to each customer each time? • is your newspaper delivered on time every morning? Dr.Ghada Kholief
- 25. DIMENSIONS OF QUALITY: SERVICE • Accessibility and convenience • how easy is it to obtain service? • does service representative answer you calls quickly? • Accuracy • is service performed right every time? • is your bank or credit card statement correct every month? • Responsiveness • how well does company react to unusual situations? • how well is a telephone operator able to respond to a customer’s questions? Dr.Ghada Kholief
- 26. Dr.Ghada Kholief