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Quality Consciousness Habits and Processes

IETI College Alabang 2nd Semester, 2011 - 2012

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Introduction to Quality System

What is Standard? Standard is an authoritative principle or rule that usually implies a model or pattern for guidance, by comparison, with which the quantity, excellence, correctness, of other things may be determined.

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What is Quality?
The

dictionary has many definitions of quality. A short definition that has achieved acceptance is: Quality is customer satisfaction.

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Cont
quality

is the ability of a product or service to consistently meet or exceed customer expectations

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International Organization for Standardization (ISO)

quality

is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs.

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However, there are problems with this definition.

Whose

needs does the service or product address? Who are its customers?

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Needs can be defined in terms of

safety usability Availability versatility compatibility with other products reliability maintainability overall cost (including purchase price, maintenance costs, and product life) environmental impact; or other desired characteristics.

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AQL (acceptable quality level)

A manufacturers production system may be considered by his customers to produce quality product if the AQL (acceptable quality level) is 0.1, that is only one in 1,000 products contains defects

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What is quality all about?

PROCESS Doing the right thing Doing it the right way Doing it right the first time Doing it on time

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CUSTOMER Meeting all clientele expectations and needs on time Delivering the right service on time Treating each clientele with integrity, respect and courtesy

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PEOPLE Trained to do the right jobs right the first time and all the time Have proper attitude towards work Empowered to improve his work processes/systems

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Quality What is it?

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Dimension of Quality

Performance - characteristics of the product or service Aesthetics - appearance, feel, smell, taste Special features - extra characteristics Conformance - customers 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

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Examples of Quality Dimensions

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The Determinants of Quality

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

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Quality

conformance - the degree to which the goods or services conform to the intent of the designers. Requires customer education/awareness as to the
(e.g.Electrical requirements, medication instructions, attorney advice)

Ease

of use Service after delivery

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Fitness For Consumer Use

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The Consequences Of Poor Quality

.

Loss of business . Liability . Productivity . Costs

Failures will occur. The prevailing quality philosophy is that prevention is the best cure for quality problems. (An ounce of prevention is worth a pound of cure).

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Why does quality important?

In

defining quality for goods and services, two components have been identified:
product features and freedom from deficiencies.

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Costs Of Quality
When

considering the costs of quality we must consider: Failure costs - costs caused by defective parts, products, or faulty services
Internal

- failures discovered during production (e.g. rework, problems, material/product losses, downtime) External - failures discovered after delivery (e.g. warranty, returned goods, liability claims, penalties)

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Appraisal costs
-

costs of activities designed to ensure quality or uncover defects (e.g. in-line inspection, final inspection, field testing, crash test dummies, crumpled cars)

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Prevention costs
-

costs of preventing defects from occurring (e.g. training, working with vendors, quality control procedures, quality improvement programs, extra attention in design and production)

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What is Quality System?

Product quality depends on the following variables: 1. Caliber of the components or materials used 2. Type of equipment used in design, production, handling, installation, testing and shipping 3. The equipment calibration and maintenance procedures employed 4. The training and experience of production and supervisory personnel 5. The level of workmanship 6. Sometimes the environmental conditions in the area where the product is produced.

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Definition
Quality

System

is the process, organizational structure, procedures, and resources that manufacturers and suppliers use to control these variables to produce a product of consistent quality, which meets defined specifications

ISO

9000 standards are the standards that are being adopted globally for quality systems.

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Profit-making Organizations
the

contribution of quality to sales income occurs through several means:

Increasing market share Securing premium prices Achieving economics of scale through increased production Achieving unique competitive advantages that cement brand loyalties

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For

both profit and nonprofit organizations, quality is synonymous with providing satisfaction to customers, both internal and external. For most organizations, satisfaction must be viewed relative to the competitions and thus goes far beyond the document called a specification.

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Quality Awards
The

Malcom Baldridge Award - The Malcolm Baldrige National Quality Award is the centerpiece of the Baldrige National Quality Program. This award, which since 1988 has been presented annually by the President to recognize performance excellence, focuses on an organization's overall performance management system. It does not certify product or service quality.

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Categories For The Baldridge Award

Business:

Manufacturing companies or subsidiaries that produce and sell manufactured products or manufacturing processes or produce agricultural, mining, or construction products. Healthcare: Education:

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Characteristics Of A Baldridge Winner

The major characteristics of a Malcolm Baldridge Winner ar companies/organizations who have: formulated a vision of what they thought quality is and how they would achieve it. senior management involvement carefully planned and organized their quality effort to be sure it would be effectively initiated. vigorously controlled the overall process.

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Criteria For The Malcom Baldridge Award

The

Criteria include leadership, strategic planning, customer & market focus, information & analysis, human resource development & management, process management and business results.

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Criteria For The Malcom Baldridge Award

Leadership

- The organizations leadership system and senior leaders personal leadership Strategic Planning - How the organization sets strategic directions and how it develops the critical strategies and action plans

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Customer and Market Focus - How the company determines requirements, expectations, and preferences of customers and markets Information and Analysis - The selection, management, and effectiveness of use of information and data to support key company processes and action plans, and the companys performance management system

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Human Resource Focus - How the company enables employees to develop and utilize their full potential, aligned with the companys objectives Process Management - How key processes are designed, implemented, managed, and improved Business Results - The organizations performance and improvement in key business areas