13 Introduction to Quality

13 Introduction to Quality - Lesson 13 Introduction To...

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13 - 1 Lesson 13 Introduction To Quality quality is the ability of a product or service to consistently meet or exceed customer expectations
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13 - 2 . Industrial revolution - smaller jobs, more specialization and less responsibility for the final product . Early 1900’s - product inspection introduced - Fredrick Winslow Taylor . 1924 - statistical control charts - W. Shewhart of Bell Laboratories . 1930, - acceptance sampling - H.F. Dodge & H.G. Roming of Bell Labs . WWII - statistical methods began to be more widely accepted, especially in statistical sampling techniques . 1950’s - quality assurance, statistical quality control methods introduced to the Japanese - W. Edwards Deming - “cost of quality” concepts - Joseph Juran - “total quality control” including product The Evolution of Quality
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13 - 3 (Webster’s Dictionary) “The totality of features and characteristics that satisfy needs” ( American Society for Quality Control – ASQ) Fitness for consumer use – meet or exceed customer expectations Quality – What Is It?
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13 - 4 Mercedes Hyundai Porsche Beetle Quality – What Is It?
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13 - 5 Porsche Performance - characteristics of the product or service Aesthetics - appearance, feel, smell, taste Special features - extra characteristics Conformance - customer’s expectations Safety - risk of injury or harm Reliability - consistency of performance Durability - useful life of the product or service Perception - reputation Service after the sale - handling of complaints, customer satisfaction Dimensions of Quality
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13 - 6 Dimension Performance Aesthetics Special features Convenience High tech Safety (Product) Automobile Everything works, fit & finish Ride, handling, grade of materials used Interior design, soft touch Gauge/control placement Cellular phone, CD player Antilock brakes, airbags (Service) Auto Repair All work done, at agreed price Friendliness, courtesy, Competency, quickness Clean work/waiting area Location, call when ready Computer diagnostics Separate waiting area Examples Of Quality Dimensions
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13 - 7 Reliability Durability Perceived quality Service after sale Infrequency of breakdowns Useful life in miles, resistance to rust & corrosion Top-rated car Handling of complaints and/or requests for information Work done correctly, ready when promised Work holds up over time Award-winning service department Handling of complaints Examples Of Quality Dimensions Dimension (Product) Automobile (Service) Auto Repair
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13 - 8 Quality of Design - intention of designers to include or exclude features in a product or service designed to meet a customer/client need/want/requirement.- it represents the inherent value of the product or service in the marketplace . Poor design can result in manufacturing or service problems . Customer disapproval Quality conformance - the degree to which the goods or services conform to the intent of the designers . Requires customer education/awareness as to the intended use of the product/service (e.g.
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13 Introduction to Quality - Lesson 13 Introduction To...

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