1. CHAPTER TWOQuality and QualitySystemsProf. Charlton S. InaoDefence UniversityCollege of Engineering,Bishoftu ,Ethiopia1 10/6/2014

2. TopicsQuality Concepts and RelatedAspectsQuality Control and QualityAssuranceQuality Management System2 10/6/2014 3. Quality Concepts and RelatedAspectsWhat is quality?Quality is conformance to requirements orspecifications.Quality is fitness for use.ISO 9000-2000( American Society of Quality)Quality is a degree to which a set of inherentcharacteristics fulfills requirements, with thefollowing notes:1)The term quality can be used with adjectives suchpoor, good and excellent.2)Inherent means existing in something especially3 10/6/2014 4. Product and Service Quality(Feigenbaum)The total composite product andservice marketing ,engineering, manufacture andmaintenance through which theproduct and service in use willmeet the expectations of thecustomers4 10/6/2014 5. Five Approaches toQuality(Garvin)1) Transcendent (inspiring, magnificent,uplifting)2) Product based3) User based4) Manufacturing based5)Value based5 10/6/2014 6. Eight Dimensions ofQuality(Garvin)1) Performance2) Features3) Reliability4) Conformance5) Durability6) Serviceability7) Aesthetics8) Perceived quality6 10/6/2014 7. Quality Characteristics,Specifications and Requirements Specification - a concise statement of a set ofrequirements to be satisfied. Quality Characteristics- individual requirementssuch as dimensions, appearance, strength ,volume, errors in billing or posting of payments,and product or service life. What is Technical Specifications?Document that prescribes technical requirements tobe fulfilled by a product, process or service. Itmay be a standard, a part of standard orindependent of a standard.7 10/6/2014 8. Standards and Measurements What is a standard?Document established by consensus and approvedby a recognized body, that provides , for commonand repeated use, rules , guidelines orcharacteristics for activities of their results, aimedat the achievement of the optimum degree oforder in a given context. (ISO 1991)What is a Specification?DOD-STD-480ASpecification. A document intended primarily for usein procurement, which clearly and accuratelydescribes the essential technical requirements foritems, materials, or services including theprocedures by which it will be determined that the8 10/6/2014 9. Example of Standards The ASTM Standard Specification for KnittedFabrics, D3887-80 specify requirements onproperties on knitted fabrics: Yield Weight Width Length Fabric count Bursting strength Extractable matterSecondary RequirementsMoisture regain and thicknessThe standard provides the necessary testmethods for the specified characteristics. Fiber composition 9 10/6/2014 10. Example 2 Beverage Company Requirements and test instructions for thefollowing characteristics: Syrup water ratio Syrup Brix Syrup age Water(potable, free from off taste, odor,suspended matter, max alkalinity, maximumchlorine, iron and aluminum residual) Max microbiological count limits on water,Syrup, final product and washed bottle10 10/6/2014 11. Product taste Product appearance Suspended matter or any other foreign material Bottle cleaning Crown crimp NEW BOTLE INPUTS Finish Rocker Leaner Dimensions Capacity Pressure strength and thermal shock strength11 10/6/2014 12. Vermans Standardization Space12 10/6/2014 13. Severity Classification of QualityCharacteristics Nonconformity- A departure from s specifiedrequirement Defect-A sufficient departure from usagerequirements.- nonfulfillment of a requirement related toanintended or specified use.ISO 2859-1 Levels of SeverityClass A Very Serious =>severe injury orcatatrophic economic lossClass B Serious => significant injury or significant13 10/6/2014 14. Quality : A Maturing ConceptReferences to quality have become acommonplace in the public media.Consumer expectations for quality haverisensignificantly with respect toperformance, reliability, durability, priceand delivery. An increasing quality awareness bysociety has resulted in mass recalls ofautomobiles and other manufacturedproducts. Such recalls were unheard of14 10/6/2014 15. Class C Major => related to major problemswith respect o intended normal reasonable use Class C Minor => related to minor problemswith respect to intended normal or reasonableforeseeable useAT & T uses common demerits weights like 100, 50, 10, 1. Demeritsclassifications allows for the computation of a demerit index and thepossibility of charting.A further example is the 3,5,15 point system used by Peugeuot inauditing completed automobiles3 Points Non comformity that will be accepted by averageconsumer5 Points Important nonconformity that most customers will notaccept15 points Glaring and intolerable blunder that will be noticed byall customers15 10/6/2014 16. Measurement of QualityCharacteristics Test methods and equipment for tests areimportant parts of an overall quality systems. INSTRUMENTS Mechanical devices Electronic instruments Analytical chemistry Visual inspections Sensory evaluationsNDT- Non destructiveTestingRadiographic TestingUltrasonic Testing(for metals)ATE- Automatic TestEquipment if 100%inspection is necessary;to avoid furtherprocessing ofnonconforming parts16 10/6/2014 17. Metrology Metrology =The logic or study or science ofmeasurement NCSL= National Conference on StandardLaboratories ISO 10012-2002; Quality AssuranceRequirements for Measuring Equipment International Bureau of Weights andMeasures( BIPM) International Organization of Legalmetrology(OIML)17 10/6/2014 18. Laboratory Accreditation NATA- National Association of TestingAuthorities by Australia n LaboratoryAccreditation System National Voluntary Accreditation Program(NVLAP) International Laboratory AccreditationConference(ILAC) A new standard on laboratories is ISO 17025based on the previous ISO/EC Guide 25,General Requirements for the TechnicalCompetence of Testing Laboratories18 10/6/2014 19. Quality ControlAnd QualityAssurance19 10/6/2014 20. Quality Control Quality control. The operational techniques andthe activities which sustain a quality of a productor service that will satisfy given needs. Also the use of such techniques and activities(ANSI/ASQC Standard A3 )(1987) Quality Control. Part of quality managementfocused on fulfilling quality requirements20 10/6/2014 21. Statistical Quality Control(Deming 1971)The Statistical Control of Quality isthe application of statisticalprinciples and techniques in allstages of design, production,maintenance and service, directedtoward the economic objective ofquality control.21 10/6/2014 22. Quality Assurance QA is a system of activities whose purpose is toprovide an assurance that the overall qualitycontrol is in fact being done effectively. All those planned or systematic actionsnecessary to provide confidence that a product orservice will satisfy given needs, Part of quality management, focused on providingconfidence that quality requirements will befulfilled.22 10/6/2014 23. QualityManagementSystem23 10/6/2014 24. ISO 9000-2000 defined QMS Quality Management System: managementsystem to direct and control an organization withregard to quality Quality System.: The collective plans, activitiesand events that are provided to ensure that aproduct, process or service will satisfy givenneeds. Quality Management. Coordinated activities todirect and control an organization with regard toquality . It includes establishment of quality policyand quality objectives and quality control and24 10/6/2014 25. Total Quality Management(TQM) TQM is a process that integrates fundamentalmanagement art and techniques with theprinciples and methodologies of total strategicquality to develop and implement successfulbusiness strategies throughout the organization. TQM Empahsizes: Focus on customer needs Empowerment and recognition of individuals Sound planning for quality with fact based decisionmaking Integration and cooperation with suppliers Sensitivity to competition via benchmarking Productivity, cost reduction and profitability25 10/6/2014