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The Meaning of Quality

Agenda
1.1 History of Quality
1.2 Discuss the dimensions of quality
1.3 Define quality
1.4 Identify quality terminology

History of Quality Improvement

Joseph Pine: What consumers want (14:19)

Definition of Quality
Quality means fitness for use.
Quality is conformance to requirements.
Quality is meeting customer expectations.

Eight Dimensions of Quality


1.
2.
3.
4.
5.
6.
7.
8.

Performance - refers to a product's primary operating characteristics. Will the


product do its intended job.
Aesthetics - how a product looks, feels, sounds, tastes, or smells. What does the
product look like?
Reliability - the likelihood that a product will not fail within a specific time period. How
often does the product fail?
Features - additional characteristics that enhance the appeal of the product or
service to the user. What does the product do?
Durability - the length of a products life. How long the product last?
Perceived Quality - quality attributed to a good or service based on indirect
measures. What is the reputation of the product/company?
Serviceability - the speed with which the product can be put into service when it
breaks down. How easy is it to repair the product?
Conformance to Standards - the precision with which the product or service meets
the specified standards. Is the product made exactly as the designer intended?
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Additional Dimensions for Services


1. Responsiveness how prompty the service
provider reply to your request for servive?
2. Professionalism the knowledge and skills
pf the service provider
3. Attentiveness caring and personalized
attention

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Quality is related to variability...


Quality is inversely proportional to variability

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Think Pair - Share


Explain why it is necessary to consider
variability around the mean as a measure of
quality.

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Quality Improvement
Quality Improvement is the reduction of
variability in processes and products.

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Quality Engineering Terminology


Critical to Quality Characteristics or CTQ
1. Physical length, weight, voltage
2. Sensory taste, appearance, colour
3. Time Orientation reliability, durability,
servicibiliy
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Engineering Specs
Specifications
Lower specification limit
Upper specification limit
Target or nominal values

Defective or nonconforming product


Defect or nonconformity
Not all products containing a defect are
necessarily defective
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Variability and Statistical methods


Classed as
Attributes - Discrete counts of (loan data,
colours)
Variables - Continuous Measurements (length,
voltage)
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Product Development
Over the Wall
vs
Concurrent Engineering

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Question?
Data that is derived from counting is _____data
and data that is derived from measuring is
__________ data.
a. Attribute, variable
b. Numeric, verbal
c. Variable, attribute
d. Quantitative, qualitative
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Question?
Which of the following pairs of measures is most
useful for indicating the overall state of a process?
(A) Conformance to specifications and cost of
quality
(B) Conformance to specifications and statistical
control
(C) Cycle time and cost of quality
(D) Cycle time and statistical control
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Think-Pair-Share
How businesses can leverage 8 dimensions of quality
to become more customer centric?
8 Dimensions of Quality
1. Performance
2. Aesthetics
3. Reliability
4. Features
5. Durability
6. Perceived Quality
7. Serviceability
8. Conformance to Standards
Ref: Montgomery Introduction to Statistical Quality Control 6th edition
Q1.3

The Customer Revolution in Customer Service:


David Bequette at TEDxYerevan (12:12)

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Assignment 3
Select three quality milestones from History of Quality (slide 3-6) and discuss
how these contribute to superior organizational excellence.
Which is more critical for success in organizations - continuous improvement or
quality control? Support your position.
From Eight dimensions of quality (slide 9), can an understanding of the
multidimensional nature of quality lead to improved product design or better
service? Explain you reasoning.
Follow reporting and assignment guidelines.
Do not produce Q & A format reporting. Instead embed the answers in a logical
manner.
Length should be 2-4 pages excluding cover page, double spaced PDF file.
Use default normal Calibri font size of 11
Submit using assignment tool.

Health Care: Reversing Cost and Quality in America's


Poorest City: Dr. Jeffrey Brenner at TEDxPhilly (16:48)

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