05_Quality_slides

05_Quality_slides - The Quality Paradigm "We shall...

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The Quality Paradigm “We shall build good ships here; at a profit if we can, at a loss if we must, but always good ships.” – motto used at Newport News Shipbuilding Quality Paradigm Elements • Defining the nature of quality • Empirical approach • Customer focus • Defect Elimination • Managing for quality • Process management • Quality standards
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Defining the Nature of Quality • What is quality? How is it characterized? • IEEE Definition: “the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs” • The characterization of quality depends on the perspective from which it is viewed. Quality Perspectives • Transcendental Perspective – Quality can be identified but not defined. – “I know it when I see it!!” – “I know when its missing!!” • User Perspective – The user view of quality is in the context of use. – Quality is gauged with regard to fitness for use. • Manufacturing Perspective – A process perspective. – View of quality as resulting from performing the right tasks. – Assumption that an improved process will result in improved products.
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Quality Perspectives (2) • Product Perspective – The product view is conformance to specification. – Did we build what was wanted as detailed in the specification? • Value-for-money Perspective – Equates quality with what customers are willing to pay. – It must be good if people will pay a lot for it. – This view provides the foundation for trade-offs. – This view is typical later in product development cycles when change requests are handled. Empirical Approach • Improvements are based on measurement and experimentation, rather than on theory alone. • It is very data oriented and calls for monitoring many variables inside and outside the organization. These numerical measures are used to guide the search for better performance. • Statistical analysis of data. • Relies on suitable measures of both processes and products.
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Customer Focus • There are a variety of customers. Each customer is the client for a particular product. • There are both external customers and internal customers – other employees who depend on your work to be able to perform their jobs properly. • Internally you can think of users of your particular artifact as the customer. • Hence, having a customer focus becomes a way of thinking. Deming on Customer Focus “Everybody here has a customer. And if he doesn't know who it is and what constitutes the needs of the customer…then he does not understand his job.” “Your study of the consumer -- what he finds right and what he finds wrong -- and your innovation are all bound up together. It will affect design and redesign of your product or service.”
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Defect Elimination • The quality paradigm tries to leverage defect prevention. • Defect detection and removal is a costly activity.
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This note was uploaded on 04/17/2008 for the course CIS 580 taught by Professor Bergstein during the Spring '08 term at UMass Dartmouth.

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05_Quality_slides - The Quality Paradigm "We shall...

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