Quality Management

History and definitions

László Berényi, PhD

Institute of Management Science

 Quality

 Custmer’s satisfaction
 Level of Excellence

 Fulfilment of requirements

 What does ‘quality’ mean for you?

Quality
 ISO 9000 definition

Quality:

 Degree to which a set of inherent characteristics

fulfils requirements.
 This approach is a generic one so it is applicable to
products, processes and systems, etc. The term
‘quality’ can be used with adjectives such as poor,
good or excellent.
 Some definitions

Philip B. Crosby Quality means conformance to requirements

Japanese Industrial [Quality is] a system of means to economically produce goods or services
Standards Committee which satisfy customers' requirements
Leffler Quality refers to the amounts of the unpriced attributes contained in each unit
of the priced attribute
Armand Feigenbaum Quality means best for certain conditions...(a) the actual use and (b) the selling
price
OR
Quality is a customer determination based upon a customer's actual
experience with a 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.
Sashkin & Kiser Quality means that the organization's culture is defined by and supports the
constant attainment of customer satisfaction through an integrated system of
tools, techniques, and training
Genichi Taguchi a. Uniformity around a target value.
b. The loss a product imposes on society after it is shipped.
American Society for Quality is the totality of features and characteristics of a product or service
Quality that bear on its ability to satisfy given needs
American Heritage Quality, an inherent or distinguishing characteristic, a degree or grade of
Dictionary excellence
 Quality Management

 Coordinated activities to direct and control an

organization with regard to quality.

 QMS: Management system to direct and control an

organization with regard to quality. The elements and
requirements are in the ISO 9000 family, especially
the ISO 9001 standard.
 Content of Quality

Factor Content
Performance Main operating characteristics
Feature Special characteristic, the “bells and whistles” of a product

Reliability The probability of a product’s surviving over a specified period

of time under stated conditions of use

Conformance The degree to which physical and performance characteristics

of a product match pre-established standards

Durability The amount of use one gets from a product before it physically
deteriorates or until replacement is preferable

Serviceability The ability to repair a product quickly and easily

Aesthetics How a product looks, feels, sounds, tastes, or smells
Perceived Subjective assessment resulting from image, advertising, or
quality brand names
 History

EARLY MASS-
MIDDLE AGES WORLD WARS NOWADAYS
PRODUCTION
individual needs and uniform products uniform products for the uniform products with the
Managing needs products military ‘illusion’ of individualism

handmade products, growing population, war, return to mass production,

quite small population developing technological continuous alert, diffusion of information
background, civil benefits in background and communication
overloaded handmade technologies,
Social and economical (freeman or manufactory) need for individualism
background production

direct connection standardized needs, perfect quality, focus on the individual,

between the producer and categorized sizes and other fast production, satisfaction,
customer, product characteristics, punctual delivery, quality is the shared
the manufacturer takes efficient production, high failures leads to death responsibility of the
Focus and total responsibility of the productivity, well-defined producer’s workers
responsibility product responsibility for each job

serviceability, renewal Individual needs no longer lavishment of resources, balancing between cost-
and replacement are considered specialized needs efficiency and
problematic not sustainable individualism, substitute
and modular products,
Main problems complex products for
various needs
 The 5 Approaches (Garvin)

 product-based approach,
 transcendent approach,
 manufacturing-based approach,
 user-based approach,
 value-based approach.
Company activities

Figure 2.6 Quality Activities

Source: own construction

 Company Activities

The part of quality management focused on fulfilling quality

requirements.
Quality control Quality control is a follow-up action of the operation for
collecting evidence about the conformity of products,
services and processes. Quality assurance and quality
management do not replace control.

The part of quality management focused on providing

confidence that quality requirements will be fulfilled.
Quality assurance Quality assurance aims to provide the best (conforming)
resources and circumstances of operation.

Coordinated activities to direct and control an organization

Quality management with regard to quality.
 Company activities

CHARACTERISTIC INSPECTION QUALITY QUALITY QUALITY

CONTROL ASSURANCE MANAGEMENT
Used from 1800s 1920s 1950s 1980s
Main concept Detection of Process control Coordination Satisfaction of
failures customers
Method Measurement Statistical tools Quality Strategic
Assurance planningManage
Programs ment
commitmentEdu
cation and
training

Role of Inspection, Troubleshooting, Quality planning, Setting goals,

professionals sorting, grading developing and program design education and
and ranking using statistical training,
tools consultation

Responsible Quality Engineering All departments Everyone –

position for Inspection Department and involved in the departments and
quality Department Manufacturing programmes people
Quality Management – concept of the 2000’s

Figure 3.4 Management Model

Source: www.iso.org
Total Quality Management

Figure 4.1 TQM Model

Source: Based on Tenner and DeToro, 1996

 Principles

1. customer focus
2. leadership
3. engagement of people
4. process approach
5. improvement
6. evidence-based decision making
7. relationship management