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    Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

    Quality Control

    Chapter 1

    Introduction to QualityPowerPoint presentation to accompany

    Besterfield

    Quality Control, 8e

    PowerPoints created by Rosida Coowar

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    Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

    Outline

    Introduction to QualityTQMFundamentals of Statistics

    Control Charts for Variables Additional SPC techniques for Variables

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    Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

    Outline-Continued

    ProbabilityControl Charts for AttributesSampling

    ReliabilityManagement and Planning Tools

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    Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

    Learning Objectives

    When you have completed this chapter youshould be able to:Define quality, quality control, statistical qualitycontrol, and total quality management.

    Know the history of quality.Understand the responsibilities of thefunctional areas and the CEO.Know the quality functions served by thecomputer.

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    Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

    Definitions of Quality

    What is Quality?

    Degree of excellence, or generalexcellence (has quality)

    Attribute or faculty (Has many goodqualities)Relative nature, character, or property

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    Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

    Definitions of Quality-Continued

    What is Quality?

    Quality is conformance to requirementsor specifications (Crosby 1979)Fitness for use (Juran 1988)Degree to which a set of inherentcharacteristics fulfills requirements (ISO

    9000-2000)

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    Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

    Dimensions of Quality-Continued

    Transcendent definition: excellenceProduct-based definition: quantities ofproduct attributesUser-based definition: fitness forintended use

    Value-based definition: quality vs. priceManufacturing-based definition:

    conformance to specifications

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    Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

    The Dimensions of QualityDIMENSION MEANING

    Performance Primary product characteristicsFeatures Secondary characteristicConformance Meeting specifications or industry standardsReliability Consistency of performance over timeDurability Useful lifeService Resolution of problems and complaintsResponse Human-to-human interface

    Aesthetics Sensory characteristicsReputation Past performance and other intangibles

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    Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

    Historical Review

    Skilled craftsmanship during Middle AgesIndustrial Revolution: rise of inspectionand separate quality departmentsStatistical methods at Bell System (1924)The American Society for Quality (1946)Deming (1950)Juran (1954

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    Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

    Historical Review-Continued

    First Quality Control Circles (1960)1980s

    TQMStatistical Process Control, SPCMalcolm Baldrige National Quality AwardTaguchi

    ISO (1990)

    Via Internet (2000)

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    Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

    Responsibility for Quality

    Customer

    Service

    Packaging andStorage

    Inspection

    and Test

    ProductionProcessDesign

    Procurement

    DesignEngineering

    Marketing

    QualityProduct

    OrService

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    Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

    Responsibility for Quality

    MarketingHelp to evaluate the level of product qualitythat a customer wants, needs..

    Design Engineering

    Translate the customers requirements intooperating characteristics, exact specifications,and appropriate tolerances

    Procurement

    Responsible for procuring quality materials andcomponents

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    Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

    Responsibility for Quality

    Process DesignDevelops processes and procedures that will produce a quality product/service

    Production

    Produce quality products and servicesInspection and Test

    Appraise the quality of purchased andmanufactured items and to report the results

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    Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

    Responsibility for Quality

    Packaging and StoragePreserve and protect the quality of the product

    Inspection and Test Appraise the quality of purchased andmanufactured items and to report the results

    ServiceFully realizing the intended function of theproduct during its expected life

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    Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

    Chief Executive Officer

    The highest-ranking executive officer within acompany or corporation, who hasresponsibility for overall management of itsday-to-day affairs under the supervision of theboard of directors

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    Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

    Chief Executive Officer

    Ultimate responsibility for quality35% of the time is spent on qualityQuality performances

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    Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

    Computers & Quality Control

    Can be programmed to perform complexcalculations, to control a process or test,to analyze data, to write reports, and torecall information on command

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    Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

    Computers & Quality Control

    Benefits:Information is stored in the computer andtransmitted efficiently to remote terminalsInformation is provided to employee at thesame time the work assignment is given

    Ability to quickly update or change theinformation

    The probability of fewer errors

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    Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

    Computers & Quality Control

    Benefits:Powerful tool to help in the improvementof qualityThe use of computers in quality is aseffective as the people who create thetotal system

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    Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

    Computers & Quality Control

    Quality functions needs:Data collectionData analysis and reportingStatistical analysisProcess controlTest and inspectionSystem design

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    Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

    Computers & Quality Control

    Data collection:The decision of how much data to collectand analyze is based on the reports to beissued, the processes to be controlled, therecords to be retained, and the nature ofthe quality improvement program

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    Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

    Computer & Quality Control

    Data collection contd.: Computers are well suited for the collection of dataFaster data transmission, fewer errors, and lowercollection costs can be achievedMultiple sources of data can be usedIdentifiers are necessary for data analysis, reportpreparation, and record traceability

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    Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

    Computers & Quality Control

    Data analysis and reporting: Quality info is stored in the computer for retrievalat a future time, analyzed, reduced, anddisseminated in the form of a reportThe analysis, reduction, and reporting areprogrammed to occur automatically in the system

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    Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights re

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