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The document outlines the dimensions of quality, including performance, reliability, and aesthetics, and expands on additional dimensions relevant to service industries such as responsiveness and professionalism. It defines quality in traditional and modern terms, emphasizing the importance of reducing variability for quality improvement. Furthermore, it discusses quality engineering terminologies, methods for quality control such as Statistical Process Control and Design of Experiments, and the process for ISO certification.

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14 views

chapter 1_2_3

The document outlines the dimensions of quality, including performance, reliability, and aesthetics, and expands on additional dimensions relevant to service industries such as responsiveness and professionalism. It defines quality in traditional and modern terms, emphasizing the importance of reducing variability for quality improvement. Furthermore, it discusses quality engineering terminologies, methods for quality control such as Statistical Process Control and Design of Experiments, and the process for ISO certification.

Uploaded by

awadmuhammad2572004
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Chapter 1

Dimensions of quality

1) Performance
• “Is the product do the intended job ?”
2) Reliability
• “How often does the product Fail ?”
3) Durability
• “How long does the product last ?”
4) Serviceability
• “How easy is it to repair the product ?”
5) Aesthetics
• “How does the product look like ?“
6) Features
• What does the product do ?”
7) Perceived Quality
• “What is the reputation of the company or its product ?”
8) Conformance to standards
• “Is the product made exactly as the designer intended ?”

- These eight dimensions are usually adequate to describe quality in most industrial and many business situations.
- in service and transactional business organizations (such as banking and finance, health care, and customer
service organizations) we can add the following three dimensions :
9) Responsiveness
• “How long they did it take the service provider to reply to your request for service ?”
• “How willing to be helpful was the service provider ?”
• “How promptly was your request handled ?”
10) Professionalism
• This is the knowledge and skills of the service provider, and relates to the competency of the
organization to provide the required services
11) Attentiveness
• Customers generally want caring and personalized attention from their service providers .
• Customers want to feel that their needs and concerns are important and are being carefully addressed .

Definition of Quality

- Traditional Definition :
✓ Fitness to use
✓ Two aspects of fitness to use
▪ Quality of Design
▪ Quality of Conformance
- Modern Definition :
✓ Is inversely proportional to Variability
✓ Variability here is irregularity (Unwanted or Harmful Variability)

Definition of Quality Improvement

- Is the reduction of variability in processes or products


- Excessive variability in process performance often results in waste.
Chapter 2

QUALITY ENGINEERING TERMINOLOGIES

- Quality characteristics
✓ Each product possesses a number of elements that jointly describe what the User or Consumer thinks of
as quality . these parameter are called Quality characteristics
✓ May be (Physical – Sensory – Time oriented)

- Quality Engineering
✓ is the set of operational, managerial, and engineering activities that a company uses to ensure that the
quality characteristics of a product are at the nominal or required levels and that the variability around
these desired levels is minimum.
✓ The largest allowable value for a quality characteristic is called the upper specification limit (USL)
✓ the smallest allowable value for a quality characteristic is called the lower specification limit (LSL)
✓ Non conforming products are those that fail to meet one or more of their specifications
✓ A nonconforming product is considered defective if it has one or more defects
✓ The specifications are the desired measurements for the quality characteristics of the components and
subassemblies that make up the product
✓ specifications are the maximum amount of time to process an order or to provide a particular service

Chapter 3

METHODS QUALITY CONTROL AND IMPROVEMENT

➢ Statistical Process Control (SPC)


▪ A typical control chart plots the averages of measurements of a quality characteristic in samples
taken from the process versus time (or the sample number)
▪ The chart has a center line (CL) and upper and lower control limits (UCL and LCL)
▪ The control chart is a very useful process monitoring technique ; when unusual sources of
variability are present.
▪ Systematic use of a control chart is an excellent way to reduce variability.
➢ Design Of Experiments (DOE)
▪ DOE is a powerful data collection and analysis tool that can be used in a variety of experimental
situations
▪ Designed experiments are qualitycontrol tool, they are often used during development activities
and the early stages of manufacturing, rather than as a routine on-line or in-process procedure
➢ Acceptance Sampling
▪ This is closely connected with inspection and testing of product
▪ is one of the earliest aspects of quality control, dating back to long before statistical
methodology was developed for quality improvement.
▪ Inspection can occur at many points in a process

QUALITY SYSTEMS AND STANDARDS

- The International Standards Organization (ISO)


- To become certified under the ISO standards , a company must
✓ select a registrar
✓ prepare for a certification audit by this registrar

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