1. INTRODUCTION to QUALITY MANAGEMENT
PROF. SYAMSIR ABDUH, PhD 1

2. What is Quality ?
Performance to the standard expected by the customer (FedEx)
Meeting the customer’s needs the first and every time (GSA)
Providing our customers with products and services that consistently meet their needs and expectations (Boeing)
Doing the right thing right the first time, always striving for improvement, and always satisfying the customer (USD)

3. QUALITY (Conventional) Meeting the need of customers
What is Quality?
QUALITY (Conventional)
Performance
Reliability
Easy for use
Esthetics
QUALITY
(Strategic)
Meeting the need of customers
Q-MATCH
Quality = Meets Agreed Terms and Changes

4. Quality Defined Fitness for use (Juran)
Conformance to specifications (Crosby)
Loss to society (Taguchi)
Predictable degree of uniformity (Deming)
Totality of characteristics of an entity that bear on its ability to satisfy stated and implied needs (ISO: )

5. Two Components of Quality
Manufacturing
Industries
Service
Industries
Performance
Reliability
Durability
Ease of use
Serviceability
Esthetics
Availability of options
& expandability
Reputation
Accuracy
Timeliness
Completeness
Friendliness & courtesy
Anticipating customer needs
Knowledge of server
Appearance of facilities
& personnel
Reputation
Product features
Product free of defects
and errors at delivery, during
Use, servicing
Service free of error during
Original and future service
transactions
Freedom from
deficiencies

6. Total Organization Performance
Efficiency
Effectiveness
Quality
Productivity
Profitability
(Organizational
Performance)
Innovation
Quality of Working Life

7. Cost Reduction Strategy
Quality Improvement
Cost Reduction
Productivity Improvement
Price Competitiveness
Market Share
Focus on Business
Workforce
Return on Investment

8. Profit
Attract
Cust
Retain
Enhance
Relation
Value
Price
Overall
Quality
Image
Sales
Market
New
Product
Dev
Delivery
After
Support
Attributes

9. Quality Disciplines and Other Disciplines
Finance
Industrial Engineering
Information technology
Marketing research
Operation management
Operation research
Organizational behavior
Organizational Effectiveness
Strategic planning
System engineering
Value engineering
Example of contribution
Measuring the cost of poor quality
Design of integrated system
Measurement, analysis, reporting
Competitive standing on quality
Management of integrated systems
Analyzing product design alternative
Understanding quality culture
Satisfying the needs of both internal & external
Quality as a means of achieving c.a
Translating customer needs into p.f
Analysis of essential functions needed by customer

10. Understanding Customer- Defined Quality
In a total quality, quality is defined by the customer
The customer must be the organization’s top priority. The organization’s survival depends on the customer
Reliable customers are the most important customers
Customer satisfaction is ensured by producing high quality products

11. QUALITY EVOLUTION Future…? 1930 Shewart cycle 1950’s Deming in Japan
1980
Quality circles
1985
Deming/ Crosby/ Juran
Late 1980’s
TQM
1990
Baldrige criteria
Current
Six sigma
- Lean management
Future…? 11

12. QUOTES ABOUT QUALITY
“It’s not enough to do your best. First you have to know what to do. Then you can do your best.”
—Dr. Edward Deming
“If you can’t describe what you are doing as a process, you don’t know what you are doing.”
“It has been said that there will be two kinds of company in the future, companies which have implemented Total Quality and companies which are out of business”
—John Cullen 12

13. QUESTIONS…? 13