Chap01 Introduction

Chapter 1
Quality Improvement in the

Modern Business Environment
Introduction to Statistical Quality Control, 4th

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1-1. The Meaning of Quality and
Quality Improvement
1-1.1 Dimensions of Quality
1-1.2 Quality Engineering Technology

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• Performance • Aesthetics
• Reliability • Features
• Durability • Perceived Quality
• Serviceability • Conformance to
standards

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• Performance: Will the product do the
intended job?
• Reliability: How often does the product
fail?
• Durability: How long does the product last?
• Serviceability: How easy is it to repair the
product?
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• Aesthetics: What does the product look
like?
• Features: What does the product do?
• Perceived quality: What is the reputation of
the company or its product?
• Conformance to standards: is the product
made exactly as the designer intended?
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• Definitions of Quality
Quality means fitness for use

- quality of design
- quality of conformance
Quality is inversely proportional to
variability.

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• Quality Improvement
Quality improvement is the reduction of
variability in processes and products.
Alternatively, quality improvement is also

seen as “waste reduction”.

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1-1.1 Dimensions of Quality –
Transmission Example

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1-1.2 Quality Engineering
Terminology
Quality Characteristics
• Physical - length, weight, voltage, viscosity

• Sensory - taste, appearance, color
• Time Orientation - reliability, durability,
serviceability
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Terminology
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.

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Terminology
Two types of data
• Attributes Data - discrete data, often in the

form of counts.
• Variables Data - continuous measurements

such as length, weight.
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Terminology
Specifications
Quality characteristics being measured are
often compared to standards or
specifications.
• Nominal or target value
• Upper Specification Limit (USL)
• Lower Specification Limit (LSL)
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Terminology
• When a component or product does not
meet specifications, they are considered to
be nonconforming.
• A nonconforming product is considered
defective if it has one or more defects.
• Defects are nonconformities that may
seriously affect the safe or effective use of
the product.
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Terminology
• Concurrent Engineering
Team approach to design. Specialists from
manufacturing, quality engineering,
management, etc. work together for product
or process improvement.

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1-3. Statistical Methods for
Quality Control and Improvement
Three major areas:
• Statistical process control (SPC)

• Design of experiments (DOX)
• Acceptance sampling

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Statistical Process
Control (SPC)
• Control charts are
used for process
monitoring and
variability reduction.
• SPC is an on-line
quality control tool.
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Design of Experiments
• Experimental design is an approach to
systematically varying the controllable input
factors in the process and determine the effect
these factors have on the output responses.
• Experimental designs are off-line quality tools.
• Crucial for variability reduction.

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Acceptance Sampling
• Acceptance sampling is the inspection and
classification of a sample of the product selected
at random from a larger batch or lot and the
ultimate decision about disposition of the lot.
• Two types:
1. Outgoing inspection - follows production
2. Incoming inspection - before use in
production
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1-4. Other Aspects of Quality
Control and Improvement
Total Quality Management (TQM)
• TQM is a managerial framework to accomplish
quality improvement.
• Other names and related approaches:
– Company-Wide Quality Control (CWQC)
– Total Quality Assurance (TQA)
– Six-Sigma

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1-4.1 Quality Philosophy and
Management Strategies
• Total Quality Management (TQM)

• Quality Standards and Registration
– ISO 9001
• Six Sigma
• Just-In-Time, Lean Manufacturing,
Poka-Yoke, etc.
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1-4.2 The Link Between Quality
and Productivity
• Effective quality improvement can be

instrumental in increasing productivity and
reducing cost.
• The cost of achieving quality improvements
and increased productivity is often
negligible.

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1-4.3 Quality Costs
Quality Costs are those categories of costs that are

associated with producing, identifying, avoiding,
or repairing products that do not meet
requirements. These costs are:
• Prevention Costs (training and product design)
• Appraisal Costs (inspection and test)
• Internal Failure Costs (rework, downtime)
• External Failure Costs (complaint, warranty)
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Chapter 1

Quality Improvement in the

Introduction to Statistical Quality Control, 4th

1-1.1 Dimensions of Quality

1-1.2 Quality Engineering Technology

Introduction to Statistical Quality Control, 4th

Introduction to Statistical Quality Control, 4th

Quality means fitness for use

Introduction to Statistical Quality Control, 4th

Alternatively, quality improvement is also

Introduction to Statistical Quality Control, 4th

Introduction to Statistical Quality Control, 4th

• Physical - length, weight, voltage, viscosity

Quality engineering is the set of operational,

Introduction to Statistical Quality Control, 4th

Two types of data

• Attributes Data - discrete data, often in the

• Variables Data - continuous measurements

Introduction to Statistical Quality Control, 4th

Three major areas:

• Statistical process control (SPC)

Introduction to Statistical Quality Control, 4th

Introduction to Statistical Quality Control, 4th

Introduction to Statistical Quality Control, 4th

• Total Quality Management (TQM)

• Effective quality improvement can be

Introduction to Statistical Quality Control, 4th

Quality Costs are those categories of costs that are

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