Quality review (1)_presentation of this 21

Quality Improvement
Quality Improvement
(Formerly titled Quality Control 8th Edition)
(Formerly titled Quality Control 8th Edition)
PowerPoint presentation to accompany
Besterfield, Quality Improvement, 9th edition
Chapter 1
Chapter 1
Introduction to Quality
Introduction to Quality

Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
2
Textbook Outline
Textbook Outline
 Introduction to Quality Improvement
 Lean
 Six sigma
 SPC
 Control Charts for Variables
 Additional SPC techniques for
Variables

Dale H. Besterfield
3
Outline (Continued)
Outline (Continued)

Dale H. Besterfield
4
Learning Objectives
Learning Objectives
When you have completed this chapter you
should be able to:
 Define quality, quality control, quality
improvement, statistical quality control,
quality assurance, and process.
 Be able to describe FMEA, QFD, ISO 9000,
ISO 14000, Benchmarking, TPM, Quality by
Design, Products Liability, and IT

Dale H. Besterfield
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Definitions
Definitions
Quality
• Ratio of the perceptions of performance to
expectation.
• ASQ—Each person or sector has its own.
• ISO 9000—Degree to which a set of inherent
characteristics fulfills requirements.
• All of the above.

Dale H. Besterfield
Definitions (Continued)
Quality Control--Use of techniques to achieve and
sustain the quality.
Quality Improvement--Use of tools and techniques
to continually improve the product, service, or
process.
Statistical Quality Control—Use of statistics to
control the quality.
 Acceptance Sampling
 SPC

Dale H. Besterfield
Quality Assurance--Planned or
systematic actions necessary to
provide adequate confidence that the
product or service will satisfy given
requirements.
Process--Set of interrelated activities
that uses specific inputs to produce
specific outputs. Includes both internal
and external customers and suppliers.

Dale H. Besterfield
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The Dimensions of Quality
The Dimensions of Quality
DIMENSION
DIMENSION MEANING
MEANING
Performance Primary product characteristics
Features Secondary characteristic (remote control, etc)
Conformance Meeting specifications or industry standards
Reliability Consistency of performance over time
Durability Useful life
Service Resolution of problems and complaints
Response Human-to-human interface
Aesthetics Sensory characteristics
Reputation Past performance and other intangibles

Dale H. Besterfield
9
Historical Review
Historical Review
 Skilled craftsmanship during Middle Ages
 Industrial Revolution: rise of inspection
and separate quality departments
 Statistical methods at Bell System (1924)
 The American Society for Quality (1946)
 Deming (1950) - Quality

Dale H. Besterfield
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Historical Review (Continued)
Historical Review (Continued)
 First Quality Control Circles (1960)
 1980s
 TQM
 Statistical Process Control, SPC
 Malcolm Baldrige National Quality Award
 Taguchi
 ISO (1990)
 Via Internet (2000)

Dale H. Besterfield
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Responsibility for Quality
Customer
Customer
Service
Service
Packaging and
Packaging and
Storage
Storage
Inspection
Inspection
and Test
and Test
Production
Production
Process
Process
Design
Design
Procurement
Procurement
Design
Design
Engineering
Engineering
Marketing
Marketing
Quality
Quality
Product
Product
Or
Or
Service
Service

Dale H. Besterfield
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Marketing
 Help to evaluate the level of product quality
that a customer wants, needs..
Design Engineering
 Translate the customer’s requirements into
operating characteristics, exact
specifications, and appropriate tolerances
Procurement
 Responsible for procuring quality materials
and components

Dale H. Besterfield
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(Continued)
(Continued)
Process Design
 Develops processes and procedures
that will produce a quality product/service
Production
 Produce quality products and services
Inspection and Test
 Appraise the quality of purchased and
manufactured items and to report the
results

Dale H. Besterfield
14
(Continued)
(Continued)
Packaging and Storage
 Preserve and protect the quality of the product
Inspection and Test
 Appraise the quality of purchased and
manufactured items and to report the results
 Can sometimes be automated
Service
 Fully realizing the intended function of the product
during its expected life

Dale H. Besterfield
Quality by Design
Quality by Design
 Quality by Design is the practice of using a
multidisciplinary team to conduct product or service
conception, design, and production planning at one
time.
 The major benefits are faster product development,
shorter time to market, better quality, less work-in-
process, fewer engineering change orders, and
increased productivity

Dale H. Besterfield
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Chief Executive Officer
The highest-ranking executive
officer within a company or
corporation, who has
responsibility for overall
management of its day-to-day
affairs under the supervision of
the board of directors

Dale H. Besterfield
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(Continued)
(Continued)
 Ultimate responsibility for quality
 35% of the time is spent on quality
 Quality performances

Dale H. Besterfield
Products Liability
Products Liability
 Consumers are initiating lawsuits in record
numbers as a result of injury, death, and property
damage from faulty product or service design or
faulty workmanship.
 Reasons for injuries:
 Behavior or knowledge of the user.
 Environment where the product is used.
 Design and production of the item.

Dale H. Besterfield
19
Homework
Homework
 Chapter 1, question 2.
 Note: You do not need to actually visit one
of the businesses. Do an internet search
and give a synopsis of what you find.
 Length: ½ to 1 page

Quality review (1)_presentation of this 21

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