Quality and OperationsManagement

MS&E269

“Product Quality Definitions”

Coming at Product Quality from Different Sides

• Transcendent approach

• Product-based approach

• User-based approach

• Manufacturing-based approach

• Value-based approach

Dimensions of Quality

• Performance• Features• Reliability• Conformance• Durability• Serviceability• Aesthetics• Perceived Quality

Quality Definitions... from the Gurus

• Crosby: conformance to requirements• Feigenbaum: meeting customer expectation• Juran: fitness for use• Taguchi: loss imparted to society• ASQC: the totality of features and characteristics

of a product or service that bear on its ability to satisfy given needs

Strategic Importance of Quality Dimensions• Find the right (defensible) quality niche, some but

not all of the eight dimensions• Allows ‘voice of the customer’ to be heard• Quality dimensions need to be specified in terms

of product characteristics• Product characteristics need to be translated into

engineering characteristics• Quality decisions must be embedded in

operational control and management support

TQC versus CWQC (Dr. Kaoru Ishikawa)

• Total Quality Control (TQC)– system for integrating quality technologies into varied

functional (operational) departments to achieve customer satisfaction

– a.k.a. TQM, TQP, TQIP, etc

• Company-wide Quality Control (CWQC)– enterprise means to provide good / low cost products

dividing benefit among stakeholders while improving the quality of people’s lives

Seven Stages of CWQC

• Product inspection• Process control• System integration• Education and Training• Product (design) and process optimization• Quality loss function• Operationalize voice of customers (VOC)

Contrasting TQC and CWQC

Conformance to Specification

Voice of theCustomer

Prevention, appraisal, failure costs to org.

Loss to society

Audit product orservice

Audit the system and management

TQC CWQC

Definition of Quality

Cost of Quality

Management Approach

Evolution of Quality Control

0 %

100 %

(Japan: 1945 -->)

1950 1960 1970 1980 1990

ProductInspection

ProcessControl

Product / ProcessDesign

Yet Another Fad ?

“Every few months, our senior managers find a new

religion. One time it was quality, another it was

customer service, another it was flattening the

organization. We just hold our breath until they get

over it and things get back to normal.”

Strategic Manufacturing Focii• Cost / Efficiency• Quality• Differentiation

– features and functions

• Customer service– responsiveness, speed, dependability– support and maintenance

• Flexibility• Technical Prowess

– innovation, TTM– new product development

Complimentary Approaches

• Concurrent Engineering

• Design for Manufacturability

• Quality Function Deployment

• Total Quality Management

• Continuous Improvement

• Supply Chain Management

Design for Manufacturability

• A Product Design Philosophy• Design for X ...

– manufacturability

– assembly

– testability

– reliability

– durability

– serviceability

Product Design Concepts

• Rapid prototyping• Concurrent Engineering (CE)• Value Engineering (VE)• Modular Design• Component Part Reduction and Assembly

Simplification (Boothroyd-Dewhurst)• Postponement