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What is Quality
"The Degree of excellence of a thing"
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Quality from consumer perspective
- Quality Characteristics
- Fitness of use: how well does it do what the customer or user thinks its supposed to do and want to do
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Quality from the producer's perspective
Quality of conformance: how effectively the production process is able to conform to the specifications required by the design
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Garvin's eight dimensions of quality
- Performance
- Features
- Reliability
- Conformance
- Durability
- Serviceability
- Aesthetics
- Perceptions
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Dimensions of service quality
- Time & timeliness
- Completeness
- Courtesy
- Consistency
- Accessibility / convenience
- Accuracy
- Responsiveness
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Deming
- PDCA (Plan Do Check Cycle)
- -Plan: study process, identify the prob, set goals and develop the plan for improvement
- -Do: implement the plan on a test basis, measure improvement
- -Study / Check: Asses the plan
- -Act: institutionalize improvement
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Juran
- Focused on strategic quality planning within an annual quality program
- -Setting goals for product quality
- -Designing processes to achieve these goals
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Crosby
- Cost of poor quality far outweigh the cost of prevention
- -Absolutes of quality management: conformance to requirements, performance standards is "zero defects"
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Feigenbaum
Introduced total quality control and continuous quality improvement
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Ishikawa
Quality circles, "Fishbone" cause and effect diagram to diagnose quality problems, importance of the internal customer
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Latest winners of the Malcom Baldridge Award
- PricewaterhouseCoopers Public Sector Practice (service)
- Hill Country Memorial (health care)
- St. David’s HealthCare, Austin (health care)
- Elevations Credit Union (nonprofit)
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Seven Quality tools
- Cause and effect Diagram
- Pareto Analysis
- Check Sheet
- Flow Chart
- Histogram
- Scatter Diagram
- SPC Chart
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Cause and effect Diagram
- Graphical description of elements of a specific quality problem and the relationship among those elements
- Identify causes of quality problems, part of brainstorming
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Pareto Analysis
- Focuses on major quality problems
- Most quality problems and costs result from only a few causes
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Scatter Diagrams
Show relationship between two variable, such as the brittleness of a piece of material and the temperature at which it is processed
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Checksheet
Fact finding tool used to collect data about quality problems
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Flow Chart
diagram of the steps in a job, operation, or process
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Process control chart
Chart with statistical upper and lower limits, processes within the limits it is in control and process doesn't exist
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Six Sigma
Process for developing and delivering virtually perfect products and services
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DMAIC
Step by step, problem solving approach, define measures, analyze, improve, and control
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