1. Quality and Operations Management MS&E269 “Product Quality Definitions”

2. Coming at Product Quality from Different Sides Transcendent approach Product-based approach User-based approach Manufacturing-based approach Value-based approach

3. Dimensions of Quality Performance Features Reliability Conformance Durability Serviceability Aesthetics Perceived Quality

4. Quality Definitions... from the Gurus Crosby: conformance to requirements Feigenbaum: meeting customer expectation Juran: fitness for use Taguchi: loss imparted to society ASQC: the totality of features and characteristics of a product or service that bear on its ability to satisfy given needs

5. Strategic Importance of Quality Dimensions Find the right (defensible) quality niche, some but not all of the eight dimensions Allows ‘voice of the customer’ to be heard Quality dimensions need to be specified in terms of product characteristics Product characteristics need to be translated into engineering characteristics Quality decisions must be embedded in operational control and management support

6. TQC versus CWQC (Dr. Kaoru Ishikawa) Total Quality Control (TQC) –system for integrating quality technologies into varied functional (operational) departments to achieve customer satisfaction –a.k.a. TQM, TQP, TQIP, etc Company-wide Quality Control (CWQC) –enterprise means to provide good / low cost products dividing benefit among stakeholders while improving the quality of people’s lives

7. Seven Stages of CWQC Product inspection Process control System integration Education and Training Product (design) and process optimization Quality loss function Operationalize voice of customers (VOC)

8. Contrasting TQC and CWQC Conformance to Specification Voice of the Customer Prevention, appraisal, failure costs to org. Loss to society Audit product or service Audit the system and management TQC CWQC Definition of Quality Cost of Quality Management Approach

9. Evolution of Quality Control 0 % 100 % (Japan: 1945 -->) 1950 1960 1970 1980 1990 Product Inspection Process Control Product / Process Design

10. Yet Another Fad ? “Every few months, our senior managers find a new religion. One time it was quality, another it was customer service, another it was flattening the organization. We just hold our breath until they get over it and things get back to normal.”

11. Strategic Manufacturing Focii Cost / Efficiency Quality Differentiation –features and functions Customer service –responsiveness, speed, dependability –support and maintenance Flexibility Technical Prowess –innovation, TTM –new product development

12. Complimentary Approaches Concurrent Engineering Design for Manufacturability Quality Function Deployment Total Quality Management Continuous Improvement Supply Chain Management

13. Design for Manufacturability A Product Design Philosophy Design for X... –manufacturability –assembly –testability –reliability –durability –serviceability

14. Product Design Concepts Rapid prototyping Concurrent Engineering (CE) Value Engineering (VE) Modular Design Component Part Reduction and Assembly Simplification (Boothroyd-Dewhurst) Postponement