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INTRODUCTION to QUALITY INTRODUCTION to QUALITY MANAGEMENTMANAGEMENT

Prof. Syamsir ABDUH, PhDProf. Syamsir ABDUH, PhD

What is Quality ?

Performance to the standard expected by the Performance to the standard expected by the customer (FedEx)customer (FedEx)

Meeting the customer’s needs the first and every Meeting the customer’s needs the first and every time (GSA)time (GSA)

Providing our customers with products and services Providing our customers with products and services that consistently meet their needs and expectations that consistently meet their needs and expectations (Boeing)(Boeing)

Doing the right thing right the first time, always Doing the right thing right the first time, always striving for improvement, and always satisfying the striving for improvement, and always satisfying the customer (USD)customer (USD)

What is Quality?

QUALITY QUALITY (Conventional)(Conventional)

PerformancePerformanceReliabilityReliabilityEasy for useEasy for useEstheticsEsthetics

QUALITYQUALITY (Strategic) (Strategic)

Meeting the need of customersMeeting the need of customers

Q-MATCH Quality = Meets Agreed

Terms and Changes

Quality Defined

Fitness for useFitness for use ( (JuranJuran))Conformance to specificationsConformance to specifications ( (CrosbyCrosby))Loss to societyLoss to society ( (TaguchiTaguchi))Predictable degree of uniformityPredictable degree of uniformity ( (DemingDeming))The degree to which a set of inherent characteristics The degree to which a set of inherent characteristics

fulfills requirement fulfills requirement ((ISO: 9000:2008;3.1.1ISO: 9000:2008;3.1.1))

Quality Defined

Quality has many meanings. Many of Quality has many meanings. Many of them are subjective such as the term them are subjective such as the term “Excellent” or “outstanding” quality. In the “Excellent” or “outstanding” quality. In the quality management field has a more quality management field has a more specific meaningspecific meaning

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Two Components of Quality

Performance Reliability Durability Ease of use Serviceability Esthetics Availability of options & expandability Reputation

Accuracy Timeliness Completeness Friendliness & courtesy Anticipating customer needs Knowledge of server Appearance of facilities & personnel Reputation

ManufacturingIndustries

ServiceIndustries

Pro

duct

fea

ture

s

Product free of defectsand errors at delivery, duringUse, servicing

Service free of error during Original and future servicetransactions

Fre

edom

fro

mde

fici

enci

es

Total Organization Performance

Efficiency

Effectiveness

Quality

ProductivityProfitability

(OrganizationalPerformance)

Innovation

Quality of Working Life

Cost Reduction Strategy

Quality Improvement

Cost Reduction

Productivity Improvement

Price Competitiveness

Market Share

Focus on Business

Workforce

Return on Investment

Profit

AttractCust

RetainCust

EnhanceRelation

Value

Price OverallQuality

Image

SalesMarket

NewProduct

DevProduct Delivery

AfterSales

Support

Attributes Attributes Attributes Attributes Attributes

Quality Disciplines and Other Disciplines

DisciplineDiscipline FinanceFinance Industrial EngineeringIndustrial Engineering Information technologyInformation technology Marketing researchMarketing research Operation managementOperation management Operation researchOperation research Organizational behaviorOrganizational behavior Organizational EffectivenessOrganizational Effectiveness Strategic planningStrategic planning System engineeringSystem engineering Value engineeringValue engineering

Example of contribution Measuring the cost of poor quality Design of integrated system Measurement, analysis, reporting Competitive standing on quality Management of integrated systems

Analyzing product design alternative Understanding quality culture Satisfying the needs of both internal &

external Quality as a means of achieving c.a Translating customer needs into p.f Analysis of essential functions needed by

customer

Understanding Customer- Defined Quality

In a total quality, quality is defined by the customer In a total quality, quality is defined by the customer The customer must be the organization’s top priority. The The customer must be the organization’s top priority. The

organization’s survival depends on the customerorganization’s survival depends on the customer Reliable customers are the most important customersReliable customers are the most important customers Customer satisfaction is ensured by producing high quality Customer satisfaction is ensured by producing high quality

productsproducts

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QUALITY EVOLUTIONQUALITY EVOLUTION

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QUOTES ABOUT QUALITY

““It’s not enough to do your best. First you have to know It’s not enough to do your best. First you have to know what to do. Then you can do your best.”what to do. Then you can do your best.”

——Dr. Edward DemingDr. Edward Deming““If you can’t describe what you are doing as a process, you If you can’t describe what you are doing as a process, you

don’t know what you are doing.”don’t know what you are doing.”——Dr. Edward DemingDr. Edward Deming

““It has been said that there will be two kinds of company in It has been said that there will be two kinds of company in the future, companies which have implemented Total the future, companies which have implemented Total

Quality and companies which are out of business”Quality and companies which are out of business” — —John CullenJohn Cullen

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QUESTIONS…?