PHY 520 Quality and

Industrial Safety

Topic 1 INTRODUCTION TO QUALITY

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Introduction to Quality

This chapter provides an overview of the

definitions concepts and philosophy of
quality engineering and management

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⚫ Historical Review
⚫ Definition of Quality
⚫ Meaning of Quality: From Consumer’s
Perspective
⚫ Criteria to view quality
⚫ Quality Dimensions (Garvin, 1998)
⚫ Dimensions of Quality- examples of
manufactured product
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⚫ Dimensions of Quality:Service
⚫ Why is quality important to a company

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Historical Review
⚫ Middle age – Craft – Guilds (training)
⚫ Industrial Revolution – Specialization of labor
⚫ Decline in workmanship, product still not
complicated – still 100% inspection
⚫ 1924 – Walter Shewhart developed statistical chart
(Book: Economic Control of Quality of
Manufactured Product)
⚫ Dodge & Romig developed acceptance sampling
as a substitute for 100% inspection
⚫ 1942 - US Managers failed to recognize value of
SQC
⚫ 1946 – ASQC (now ASQ) was formed
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Historical Review
⚫ 1950 – William Edwards Deming lectures
CEOs in Japan on SQC
⚫ 1954 – Joseph Juran went to Japan –
Management’s responsibility for quality
⚫ 1960 – Quality Control Circle (QCC) formed
in Japan – quality improvement
⚫ 1980’s – US Quality Movement, TQM
Concepts published

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Historical Review
⚫ Late 1980’s – automotive industry emphasize
SPC, suppliers required to use Malcolm
Balridge Award established (to measure TQM
implementation) Taguchi method, Design of
Experiments (DOE)
⚫ 1990’s – ISO 9000 series became Global QA
std., QS 9000 introduced by automotive
industry customer satisfaction ISO 14000
⚫ 2000 – New ISO 9000:2000 version, Six
Sigma Program introduced information
technology 7
Shift to Quality

Isolated Global
Economies Period of Economy
change from Focus on
Focus on quantity to quality
quantity quality
Total Quality Management

Pre-World War II 1945 1990’s

1935-1945
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DEFINITION OF QUALITY

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Definition of Quality
⚫ quality is a subjective term for which each
person has his or her own definition”What’s
your definition
⚫ Quality can be a confusing concept because
people view quality subjectively based on
their roles in the organisation and business
value-chain and their personal values.
⚫ The meaning of quality also continues to
evolve and people may not agree on
universal definition 10
⚫ A survey done among business managers in
eastern United states (Evans & Lindsay)
obtained various responses when asking
about quality such as
⚫ Perfection
⚫ Consistency
⚫ Eliminating wste
⚫ Speed of delivery
⚫ Compliance with policies and procedures
⚫ Providing a good, usable product
⚫ Doing it right the first time
⚫ Delighting or pleasing customers 11
Definitions of Quality
However, there are many popular definition of
quality
1) Fitness for use (by Dr. Joseph Juran)

2) Conformance to requirements (Crosby)

3) Degree of excellence of a product or service

4) ‘The totality of features and characteristics

of a product or service that bear on its ability
to satisfy stated or implied needs’ –
ANSI/ASQ
5) Performance that exceeding expectations (Q
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= P/E)(by Stout)
Stout’s View

Quality = Performance
Expectation

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Definitions of Quality
6) Armand Feigenbaum -
⚫ author: Total Quality Control (1961)
⚫ “quality is a customer determination based on the
customer’s actual experience with the product or
service, measured against his or her requirements
- stated or unstated, conscious or merely sensed,
technically operational or entirely subjective - and
always representing a moving target in a
competitive market.”

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Meaning of Quality:
Consumer’s Perspective (example: Car,
where many definitions of quality can be
used)

▪ Fitness for use

▪ how well product or
service does what it is
supposed to
▪ Quality of design
▪ designing quality
characteristics into a
product or service
▪ A Mercedes and a Ford are
equally “fit for use,” but with
different design dimensions
Copyright 2006 John Wiley & Sons, Inc.
Criteria to view quality
According to Gavin definition of quality can be
categorized into various criteria based on
their roles in the organisation and business
value-chain
1) Judgemental Criteria- often used by
customer (subjective)
2) Product-based criteria- product attributes
such as functions, features and prices
3) User based criteria- determined by what
customer wants- fitness for use 16
Criteria to view quality
4) Value based criteria- based on the value of
the product i.e the relationship between the
product usefulness vs the price.
5) Manufacturing based criteria- quality is
viewed from as the outcomes of the
engineering and manufacturing with respect
to specification.

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 Quality Dimensions (Garvin, 1998)
Dimension Meaning
Performance Primary product characteristics. Will the product do the
intended job?
Features What does the product do?
Main charecteristics, secondary characteristics, added
features
Conformance Is the product made exactly as the designer intended?
Meet specifications or industry standards, workmanship
Reliability How often does the product fail?Consistency of performance
overtime.
Durability Useful life. How long does the product last?
Serviceability Resolution of problems and complaints, ease of repair. How
easy is it to repair the product?
Response How long they did it take the service provider to reply to your
request for service?
Aesthetics What does the product look like?
Sensory characteristics.
Reputation/Perceived Perceived Quality. What is the reputation of the company or
Quality its product? 18
Dimensions of Quality:
Examples: Manufactured Products
▪ Performance
▪ basic operating characteristics of a product; how
well a car is handled or its gas mileage
▪ Features
▪ “extra” items added to basic features, such as a
stereo CD or a leather interior in a car
▪ Reliability
▪ probability that a product will operate properly
within an expected time frame; that is, a TV will
work without repair for about seven years

Copyright 2006 John Wiley &

Sons, Inc.
Dimensions of Quality:
Manufactured Products (cont.)

▪ Conformance
▪ degree to which a product meets pre–established
standards
▪ Durability
▪ how long product lasts before replacement
▪ Serviceability
▪ ease of getting repairs, speed of repairs, courtesy
and competence of repair person

Copyright 2006 John Wiley &

Sons, Inc.
Dimensions of Quality:
Manufactured Products (cont.)

▪ Aesthetics
▪ how a product looks, feels, sounds,
smells, or tastes
▪ Safety
▪ assurance that customer will not suffer
injury or harm from a product; an
especially important consideration for
automobiles
▪ Perceptions/reputation
▪ subjective perceptions based on brand
name, advertising, and the like
Copyright 2006 John Wiley &
Sons, Inc.
DIMENSIONS OF QUALITY:
SERVICE
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Dimensions of Quality:
Service

▪ Time and Timeliness

▪ How long must a customer wait for service,
and is it completed on time?
▪ Is an overnight package delivered overnight?
▪ Completeness:
▪ Is everything customer asked for provided?
▪ Is a mail order from a catalogue company
complete when delivered?

Copyright 2006 John Wiley &

Sons, Inc.
 Dimensions of Quality:
Service (cont.)

▪ Courtesy:
▪ How are customers treated by employees?
▪ Are catalogue phone operators nice and are
their voices pleasant?
▪ Consistency
▪ Is the same level of service provided to each
customer each time?
▪ Is your newspaper delivered on time every
morning?

Copyright 2006 John Wiley &

Sons, Inc.
Dimensions of Quality:
Service (cont.)
▪ Accessibility and convenience
▪ How easy is it to obtain service?
▪ Does a service representative answer you calls quickly?
▪ Accuracy
▪ Is the service performed right every time?
▪ Is your bank or credit card statement correct every month?
▪ Responsiveness
▪ How well does the company react to unusual situations?
▪ How well is a telephone operator able to respond to a customer’s
questions?

Copyright 2006 John Wiley &

Sons, Inc.
WHY IS QUALITY IMPORTANT
TO A COMPANY OR
ORGANISATION

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Why is quality important to a
company or organisation
⚫ Local and Global Competition
⚫ Economic and political boundaries are slowly vanishing.
More and more companies and countries offering the same
products and services
⚫ Having `high quality’ reputation is not enough.Today’s
market demand high quality products at low cost.
⚫ Costs and market share
⚫ if quality is practiced well in a company-Less rework, fewer
mistakes, fewer delays, and better use of time and
materials will affect profitability and increase market share

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Why is quality important to a
company or organisation
⚫ Company’s reputation – the image of
company is at stake based on the quality of
the product/goods/services it provides. A
poor quality of product/goods/services from
the company can affect the success of the
company.
⚫ Product’s liability – if the products produced
are bad/poor/faulty it may cause damage or
harm to people and the company can be held
liable for damages and injuries( e.g poor
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drugs or car parts)
 Why is quality important to a
company or organisation

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⚫ Changing customer –
⚫ Customer of the products/goods/service keep changing and the
neeed of the customers are also changing. The
products/goods/service needs continuos improvement.

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