m2l4 - Fall 2010 Module 2 Production & Quality Lecture...

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David Robinson © D. Robinson, 2009 Fall 2010 Module 2 Lecture 4: Introduction to Quality Management
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Introduction to Quality Management Tools • Defining Quality • General rules to achieve Quality low charts (help with documentation) 2 • Flow charts (help with documentation) • Pareto charts (focus on what’s most frequent) • Fishbone diagrams (cause and effect) • Statistical Process Control (SPC)
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How should we define “Quality”? Quality is defined in many ways
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Which one has better Quality? Price: $49,950 Price: $13,010
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Defining Quality: The Eight Dimensions* • Performance • Features • Durability • Serviceability • Reliability • Conformance • Aesthetics • Perceived Quality 5 Note : “Luxury” is not part of the definition * David Garvin, Harvard
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Total Quality Management (TQM) Aims to address the problems of mass production
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The Problems of Mass Production • Marginal cost (the cost of making 1,001 given that you have made 1,000) is low • If it breaks or doesn’t work—don’t worry, we’ll give you a new one! 7
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The “Inspect and Reject” Problem • Make as many as possible—throw away the ones that are no good • But, is very wasteful • Leads to products that are “good enough” and may fail in service • Gives problems to the customer 8
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“Inspect & reject” at the end of a shoe production line 9
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Total Quality Management Definition A philosophy (not an organized movement) that says: 10 - Quality has nothing to do with price or luxury - Quality is non-negotiable: Things should work right the first time
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• Involves Continuous Improvement • Constantly challenges what is “acceptable”
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m2l4 - Fall 2010 Module 2 Production & Quality Lecture...

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