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Donna Jane G. AmbalongES 92

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What is quality?

- used for products or services if theymeet the expectations of the customer

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Concept of Quality

Manufacturing quality:

responsibility of the inspector

Customer: final judge of quality

Total Quality Management (TQM)

Conceptstage

Specification

Design &manufacture

Delivery

After-salesservice

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Customer

Production Scheduli

ng

Materialsmanagement

WarehousingDistribution

Suppliers

Training

Customersupport

Seniormanagem

ent

Designengineeri

ng

Marketing

Sales

Projectmanagement

Repair

Fig.1 The QualityShield

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Quality is one of the most effective and potent of competitive weapons,both regarding product and service quality (Lockyear, 1993).

Quality is a state of mind.

Quality is free.

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ReworkScrap

WarrantyReplacementLoss ofcustomers

TrainingQualityauditsProceduresProcessInspectionTesting

Fig.2 The quality-cost balance

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Quality improvement must be ongoing.

Testing alone cannot guarantee productquality.

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Customer-company interaction during typicalmanagement process

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Question #1Quality is a measure of the goodness

of the product that can be defined inranges such as fair, good, excellent.(T/F)

FALSE Quality means conformance to

requirements

And nothing else.

Summary:

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Question #2

The economics of quality requires thatmanagement establish acceptable qualitylevels as performance standards. (T/F)

FALSE

There is no such thing as economics ofquality.

It is always cheaper to do the job right thefirst time.

The only standard is ZERO DEFECTS.

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Question #3

The cost of quality is the expense ofdoing things wrong. (T/F)

TRUE Quality is free

Nonconformance is what wastes assets

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Question #4

Inspection and test operations shouldreport to manufacturing so they can have thetools to do the jobs. (T/F)

FALSEYou will not have accurate reading of defects.

Personnel involved will not receive propertraining or the appreciation they need

In this situation, inspectors become sorters andexpeditors

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Question #5

Quality is the responsibility of thequality department. (T/F)

FALSE Quality departments measure and report

conformance, demand corrective action,encourage defect prevention, teach

quality improvement, and act as theconscious of the operation.

Work is the responsibility of those whoget paid doing it.

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Question #6

Worker attitudes are the primarycause of defects. (T/F)

FALSE Workers perform like the attitude of

management. They are like a mirror.

An experienced quality auditor can talkwith a general manager for five minutesand guess his outgoing quality within 1percent.

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Question #7

The biggest problem today is thatthe customer doesnt understand our

problems. (T/F)FALSE

The customer doesnt have to

understand.

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Keypoints

Quality is much too important tobe left to the quality control

department.The cost of quality is the

expense of doing things wrong.

Doing things right the first timeadds absolutely nothing to thecost of a product or service.