[summary]16. Total quality management

1)Introduction

the quality of a product of service is sometimes difficult to define since it is often biased by people's perceptions and measured against their own experiences.

definitions of quality and how these can be used in the design of products and services to meet customer expectations.

,which help to guide an organization in this improvement.

also included is a brief introduction to process variation and its measurement, along with inspection and benchmarking.

Constant improvement in quality is the responsibility of all members of an organization.

2)what is quality?

quality means user satisfaction: that goods or service satisfy the needs and expectations of the user.

to achieve quality according to this definition, companies must consider quality and product policy, product design, manufacturing, and final use of the product.

- quality and product policy

product planning involves decisions about the products and services that a firm will market.

a product or service is a combination of tangible and intangible characteristics that a company hopes the customer will accept and be willing to pay a price for.

product planning must decide the market segment to be served, the level of performance expected, and the price to be charged, and it must estimate the expected sales volume.

the basic quality level of a product is thus specified by senior management according to its understanding of the wants and needs of the market segment.

 

-quality and product design

A firm's studies of the marketplace should yield a  general specification of the product, outlining the expected performance, appearance, price, and volume.

product designers must then build into the product the quality level described in the general specification.

they determine the materials to be used, dimensions, tolerances, product capability, and service requirement.

 

-quality and manufacturing

at the least, manufacturing is responsible for meeting the minimum specifications of the product design.

tolerance establish the acceptable limits and are usually expressed as the amount of allowable variation around the desired amount or nominal.

for example, the length of a piece of lumber may be expressed as 7'6"+-1/8.

this means that the longest acceptable piece would be 7'6-quality.

if an item is within tolerance, then the product should perform adequately.

if it is not, it is unacceptable.

however, the closer an item is to the normal or target value, the better it will perform and the less chance there is of creating defects.

quality in manufacturing means that, at a minimum, all production must be within specification limits, and the less variation from the normal value, the better the quality.

manufacturing must strive to produce excellent, not merely adequate, products.

every products or service produced will have some form of tolerance expressed.

 

- quality and use

to the user, quality depends on an expectation of how the product should perform.

this is sometimes expressed as ' fitness for use'.

customers do not care why a product is defective, but they care if it is defective.

the customer may need some introduction to the proper use of a product or feature, especially with new products.

a good example of this is a feature required on some new cars that turn off the daytime running light when its adjacent turn signal is activated.

this is a safety feature that improves the visibility of the signal but customers, unaware of that design safety feature that improves the visibility of the signal ㅁ1

 

3)total quality management

4)quality cost concepts

5)variation as a way of life

6)process capability

7)process control

8)sample inspection

9)ISO 9000:2015

10)iso 2600:2010

11)iso1400:2015

12)benchmarking

13)six sigma

14)quality function deployment

15)the relationship of lean production, tqm and erp

summary

Key term

acceptable quality level ( aql)

acceptance sampling

aesthetics

appraisal costs

assignable variation

balanced scorecards

benchmarking

cause-effect(fish one)diagram

center

checksheets

conformance

consumer's risk

control limits

c index

deming circle

dmaic(design, measure, analyze, improve, and control)

empowerment

environmental management system

external failure costs

features

fitness for use

histogram

house of quality

100% inspection

internal failure costs

ISO 14001 : 2015 435

iso 26000:2010 435

iso 9000: 2015 434

iso 9001 : 2015 434

key performance indicator

lower specification limit(lol)

mean

normal distribution

pareto diagram

p chart

perceived quality

performance

plan do check act cycle

prevention costs

price

process capability index

process flow diagram

producer's risk

quality

quality function deployment (qfd)

quality management system ( qms)

random variation

range

run chart

sampling

scatterplots

service

shape

six sigma

spread

standard deviation

statical control

tolernaces

total quality management

upper specification limit

voice of the customer

warranty

( x bar) and r chart