What is Quality ?

Quality itself has been defined as fundamentally relational: 'Quality is the ongoing process of building and sustaining relationships by assessing, anticipating, and fulfilling stated and implied needs.'

Quality Concepts .. The essential elements that a quality system shall emphasize for design, production and distribution, without prescribing specific ways to establish following elements: personnel training and qualification; controlling the product design; controlling documentation; controlling purchasing; product identification and traceability at all stages of production; controlling and defining production and process; Features of Quality Management Performs automated, high quality chart abstraction for quality measures as defined by national initiatives Searches the patient record, analyzing data and pinpointing relevant information Generates conclusions and pre-determines answers to each quality initiative question Allows users to quickly review, update and validate chart abstractions Available in-house or ASP

Quality definitions Quality is a predictable degree of uniformity and dependability, at low cost and suited to the market(Deming) Quality is fitness for use(Juran) Quality is the (minimum)loss imparted by a product to society from the time the product is shipped(Taguchi)

CONCEPTS OF QUALITY INTRODUCTIONS

Quality has become a prime focus of business attention because of the impact it has on sustained performance and customer satisfaction MEANING: Quality is defined as the fitness for use purpose at the most economical level. FEATURES OF QUALITY

Performance Features Conformance Reliability Durability Service Response Aesthetics Reputation

QUALITY COSTS Quality cost is the cost of poor products or services. ELEMENTS OF QUALITY COSTS Cost of Prevention Cost of Appraisal Cost of Internal Failures Cost of External Failures.

QUALITY CONTROL(QC) The operational techniques and activities that are used to fulfill the requirements for quality. Juran gives 3 steps of QC Six Sigma Six standard deviations from mean Similar to Zero Defect Methodology provides the techniques & tools to improve the capability of a process Evaluate actual operating performance Compare actual performance to goals Act on the difference

Started by Motorola on January 15 1987 as a long term quality program (Prior to this Six Sigma existed solely as statistical term) It strives for perfection (It allows for only 3.4 defects per million or 99.99966 % accuracy) It improves the process performance, decrease variations & maintain consistent quality To achieve zero defect products

SIX Sigma Process Methodology (DMAIC) Define Determine customer requirements Measure Develop defect measurements data collection Analyse Verify Data, Draw Conclusion, Identify Root Cause Improve Create Improvement Ideas, experiment Control Monitor improvement process, Assess effectiveness

Other key methodology is DMADV (Define, Measure, Analyse, Define and Verify). Some people also use DMAICR (Realise).

SEVEN QUALITY CONTROL TOOLS 1. PROCESS FLOW CHART This is used to understand how any job or process is carried out. 2. CAUSE AND EFFECT DIAGRAM Cause and effect diagram helps the user to understand and list out all possible causes and effect or a desired effect. 3. CHECK SHEET Check sheets are a systematic way of recording data. Check sheets can be used by even a shop floor level very easily. 4. SCATTER DIAGRAM It helps in analyzing the relationship between two variables. 5. PARITO CHART

Parito chart helps to identify the problems in the organization that cause the greatest loss of profit 6. HISTOGRAM

Histograms are powerful tools for elementary analysis of data that contains variations. 7. CONTROL CHART

Control chart is aimed at monitoring the quality of the process continuously. What is Poka-Yoke? SPC Control charts Walter A.Shewhart, A phenomenon is said to be controlled when, through the use of past experience, we can predict how the phenomenon will be expected to vary in future. Control Charts Developed by Walter A.Shewhart in the 1920's It is a plot of performance with time To control quality To control costs Used in many organisations and sofware companies X-bar and R chart Steps involved Decide on the parameter to be controlled This is known as MISTAKE-PROOFING From Japanese: Yokeru (avoid) Poka (inadvertent errors)

 Pick up atleast 4 samples at a time and measure the performance on the selected parameter Pick up the samples 25 times Find X-bar and R for each sub group X-bar and R chart Find R-bar as an average of R of the 25 sub groups Calculate UCL and LCL for R chart Plot the R values Check if any R values lie outside UCL or LCL