q1 - introduction to quality concepts

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CETM09:Introduction to Quality Concepts

Prof Helen M Edwards

Dept of Computing, Engineering and Technology,

Faculty of Applied Science

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Focus

Importance of Quality Definitions of Quality

Quality Perspectives

Quality Management

Plan Quality

QA and QC

Quality Improvement

QM concepts QM principles

Why Bother?

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Importance of Quality

The first job we have is to turn out quality

merchandise that consumers will buy and keep on

buying.

If we produce it efficiently and economically, we will

earn a profit, in which you will share.

William Cooper Procter

to the Procter and Gamble workforce.

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Definitions of Quality

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Definitions of Quality

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Viewpoint Focus

Transcendent Excellence

Product-based Numerous product

attributesUser-based Fitness for intended use

Value-based Quality vs. price

Manufacturin

g-based

Conformance to

specifications


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Customer

Distribution

products

and

services

needs

transcendent &product-based user-based

manufacturing-

based

value-based

Marketing

Design

Manufacturing

Information flowProduct flow


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QualityDefined

The degree to which a set of inherent characteristicsfulfils requirements(ISO 9000)

The link between quality and

requirements, means that quality cannotbe established in a vacuum.

Soquality is arelative concept.

Who sets the requirements? but

If you canset the requirements,

how do you know theyve been achieved? and

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To achieve Quality

adopt Quality Management

Quality: the degree to which a set of inherentcharacteristics fulfils requirements.

The sum of project and product characteristics that helpfulfil the requirements.

If the project or product meet its requisite purposeproperly it can be considered to be of good quality.

Quality Management: the process of directing,

controlling, and coordinating quality activity.

To ensure that a given project will satisfy the needs forwhich it was undertaken.

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Three Levels of Quality

Organisationallevel:

meeting externalcustomer

requirements

Process level:

linking externaland internal

customerrequirements

Performer/

job level:

meeting internalcustomer

requirements

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Quality Management

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From http://getpmpcertified.blogspot.co.uk/2011/06/chapter-47-big-picture-of-quality.html


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Plan Quality

Specify

the project requirements and the metrics needed tomeasure whether these are achieved

the procedures used to undertake a project (delivering aservice or product, or managing a contract)

the resources that will be needed,

who will do what and when.

Document this in a formal quality plan

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QA and QC

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http://www.diffen.com/difference/Special:EditTable?diffenVal1=Quality+Assurance&diffenVal2=Quality+Control


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QA and QC

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QA QC

Definition: set of activities for

ensuring quality in the

processes by whichproducts are developed

set of activities for ensuringquality in products.

Aims to: prevent defects with afocus on the process usedto make the product

identify and correctdefectsin the (finished) productbefore it's released.

Type of

process

Proactive. Reactive

Responsibility Everyone on theoperational team.

Usually a specific testing

team.

Purpose Managerial tool. Corrective tool.
http://www.diffen.com/difference/Special:EditTable?diffenVal1=Quality+Assurance&diffenVal2=Quality+Control


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Quality improvement

(re)planningfor quality

implementingquality

auditingquality

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QI within a project QI for continuous improvement


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Quality Management Concepts

People-focused

management

system

Focus on increasing

customer satisfaction

and reducing costs

A systems approach

that integrates

organisational

functions and thesupply chain

Stresses learning

and adaptation to

change

Based on the

scientific

method

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Why Bother?

Profitability

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Improved quality of

design

Higher perceivedvalue

Increased market

share

Higher prices

Increased

revenues

Improved quality of

conformance

Lower manufacturingand service costs

Higher profitability


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Why Bother?

Competitive Advantage

Competitive Advantage

Driven by customer wants and needs

Makes significant contribution to business success

Matches organisations unique resources with opportunities

Is durable and lasting

Provides basis for further improvement

Provides direction and motivation

Quality

supports each of these characteristics

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Recap

Importance of Quality Definitions of Quality


Quality Management Plan Quality

QA and QC

Quality Improvement QM concepts

QM principles

Why Bother?20


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References

James Evans and William Lindsay (2002) TheManagement and Control of Quality.Fifth EditionThomson Learning

DTI (2005) From Quality to Excellence.http://tinyurl/DTI-Quality

Praxiom Research Group Ltd (2010) ISO 9000, 9001,and 9004 Quality Management Definitions.

http://www.praxiom.com/iso-definition.htm#Quality Become a Certified Project Manager:

http://getpmpcertified.blogspot.co.uk/

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http://tinyurl/DTI-Qualityhttp://www.praxiom.com/iso-definition.htmhttp://getpmpcertified.blogspot.co.uk/http://getpmpcertified.blogspot.co.uk/http://www.praxiom.com/iso-definition.htmhttp://www.praxiom.com/iso-definition.htmhttp://www.praxiom.com/iso-definition.htmhttp://tinyurl/DTI-Qualityhttp://tinyurl/DTI-Qualityhttp://tinyurl/DTI-Quality


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Self-Study Activity: Quality Gurus

Quality Gurus:

Each student is to prepare an overview of one of thesemen, and his contribution to quality,

Bring to the next session,

an A2 sized poster (i.e. 4 A4 sheets) and

a 5 minute pitch to accompany this.

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W Edwards Deming Joseph M Juran

Armand V Feigenbaum Kaoru Ishikawa

Genichi Taguchi Shigeo Shingo

Philip B Crosby Tom Peters

q1 - introduction to quality concepts

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