Notes 8_Quality

Notes 8_Quality - Module I Part 3 Quality Management...

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IELM120 Module I Part 3 1 Quality Management
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IELM120 Learning Objectives Define quality and explain its importance Understand process variability Use and interpret control charts, and understand the underlying concept Know the common quality tools 2
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IELM120 Definition of Quality • Degree of excellence a product or service provides • Q = P (performance) / E (expectation) • ANSI standard definition: Quality is the totality of features and characteristics of a product or service that bear on its ability to satisfy implied or stated needs . 3
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IELM120 Impact of Bad Quality 4 Remember this?
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IELM120 Different Views 5 User-based – better performance, more features Subjective: “Beauty is in the eyes of the behold.” Because it is intangible, changeable – we need to go back to the market place to solicit their information & feedback all the time Product-based – specific and measurable attributes of the product Manufacturing-based – conformance to standards
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IELM120 Dimensions of Product Quality 6 Performance – main characteristics of the product Special features – extra characteristics Aesthetics – appearance, feel, smell, taste Conformance – how well the product conforms to design specifications Reliability – consistency of performance Durability – the useful life of the product Perceived quality – indirect evaluation of quality Serviceability – handling of complaints or repairs
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IELM120 Dimensions of Service Quality 7 Convenience – the availability and accessibility of the service Reliability – ability to perform a service dependably, consistently, and accurately Responsiveness – willingness to help customers in unusual situations and to deal with problems Time– the speed with which the service is delivered Assurance– knowledge exhibited by personnel and their ability to convey trust and confidence Courtesy– the way customers are treated by employees Tangibles– the physical appearance of facilities, equipment, personnel, and communication materials Consistency– the ability to provide the same level of good quality repeatedly
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IELM120 An Interesting Survey 8 Average Number of Defects per 100 Air Conditioners (9 U.S. and 7 Japanese Cos.) Assembly line defects Service calls Median Range Median Range U.S. 63.5 7 165 10.5 5.3 26.5 Japan NY Times 1983
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IELM120 Two Approaches to Quality Control 9 Production Process Raw Material Finished Product INSPECTION: This concerns with the degree of conformance of the output to specifications Inspection means detection Acceptance sampling PROCESS CONTROL AND IMPROVEMENT: This concerns with the capability of the process to meet specifications Process control means prevention Make it right the first time
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IELM120 Early Defect Detection Pays Prevention Saves Even More!
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This note was uploaded on 01/28/2011 for the course IELM 120 taught by Professor Fu,qi during the Spring '09 term at HKUST.

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Notes 8_Quality - Module I Part 3 Quality Management...

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