Samenvatting - Quality management course topics

• 1 Quality definition

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• 1.1 Definition and evolution of Quality

• What is quality? (3)

  - The concept of quality is subjective and difficult to define

  - Some aspects of quality can be defined

  - Ultimately the evaluation of quality is done by the customer
• Quality involves or quality as:  (4)

  - Conformance to specifications

  - Customer needs and expectations

  - Value

  - Excellence
• There exist multiple definitions of quality, defined by
  - EFQM (european foundation for quality management)
  - ISO (international organization for standardization)
  - Juran, Crosby, Zeithaml
• What is the Quality definition and what aspects does it involve?

  - Quality is about satisfying customer needs and expectations

  
  It is about the compliance with customers desired characteristics/ absence of defects in the product/service

  
  

  Satisfying customer needs and expectations/ fair price or minimum cost

  
  

  on the one hand; Expected required, latent quality

  on the other hand; Internal and external customers
• What two quality dimensions exist

  - Product

  -Service
• What are the 8 quality dimensions Garvin has established?

  - Performance

  - Features

  - Reliability

  - Conformance

  - Durability

  - Serviceability

  - Aesthetics

  - Perceived quality

  
  
• What is performance?

  Basic operating characteristics
• What are the features?

  '' extra'' items added to basic features
• What is the reliability?

  The probability the product will operate over time
• What is the conformance?

  Is about meeting the pre-established standards
• What is the durability?

  - The life span before replacement
• What is the serviceability?

  - Ease of getting repairs, speed & competence of repairs
• What is the perceived quality about

  - Subjective perceptions based on brand name, advertising, etc
• What are the quality dimension of a Service (5)

  - Tangible elements

  - Reliability

  - Responsiveness

  - Empathy

  - Assurance
• What is is the tangible element of the service quality dimension?

  - Appearance of physical facilities, equipment, personnel and communication materials
• What is the reliability element about in the quality dimensions of a service?

  - The ability to perform the promised service in a reliable and accurate way
• What is the responsiveness element about in the quality dimensions of a service?

  - The availability of the company to help customers and suppliers as fast as possible
• What is the empathy element about in the quality dimensions of a service?

  - The individual attention offered by companies to their customers; capacity of workers to put themselves in their customers' shoes
• What is the assurance element about in the quality dimensions of a service?

  - The knowledge and care shown by the workers and their ability to inspire trust and credibility, lack of hazards, risks or concerns
• What does the model of service quality measurement (SERVQUAL) look like?

  Word of mouth, personal needs, past experience and external communications  ->  expected quality

  
  

  Quality dimensions: Tangible elements, assurance, reliability, empathy, responsiveness  ->> Expected quality and perceived quality

  
  

  Expected quality and perceived quality difference ->> Quality gap
• Within the organisation it is necessary to talk about?

  - Quality costs

  - No-quality costs
• What determines the quality costs

  - Prevention costs

  - Evaluation costs
• What determines the no-quality costs

  - Internal errors

  - External errors

  - Tangibles

  - Intangibles
• What are quality costs?

  Costs to achieve quality

  Identification of unknown costs of poor quality

  Improvement opportunities

  Explicit (quantifiable)
• What are prevention costs?

  Try to avoid errors

  Prevent errors in R&D, purchasing, personnel and other aspects at the beginning and creation of a product or service and its commercialization

  (preventive, maintenance, training costs etc)
• What are the evaluation or identification costs?

  Costs involved with the need to check the existing quality, to perform inspections, tests and other planned evaluations, done by the organization with the goal of determining whether the manufactured items, programs or services comply with the established requirements (inspection and controls, tests, etc)
• What are non- quality costs?

  - Non-quality costs are generated because quality is not achieved
• What are internal error costs

  - The costs associated with defects discovered before putting the product or service into the market
• What are the external error costs

  - The costs associated with defects discovered after putting the product or service into the market
• What are the tangible costs?

  Tangible costs are an objective calculation through cost imputation materials, personnel and others (costs of fixing the product, etc.)
• What are intangible costs?

  Intangible costs are costs related to damage to image, loss of clients, unmotivated staff, etc.) They are the most serious because of their consequences and are difficult to measure. 
• What are the relations between the costs for a correct product and the quality of conformance?

  - The costs for a correct product increase significantly when the optimal quality has been achieved.

  - In the beginning there exist only prevention and evaluation costs

  - Error costs decrease significantly after optimal product quality has been achieved.

  - Total costs are the lowest when optimal quality has been achieved
• Phases in the philosophy of quality
  - middle ages-> craft guilds (no intermediaries)
  -17th century- international commerce
  - Industrial revolution -> new factories
  - Early 20th century -> Taylorism (statistical methods)- WW2 -> The west (inspection) vs Japan (prevention)
  
  Inspection from before 1900s till now
  Quality control from 1931 on
  Quality assurance from 1950 on
  Quality management from 1980s on
• What is quality? (3)

  - Quality control or inspection (products- processes)

  - Quality assurance 

  - Total quality
• What is the relation between Inspection, Quality control, Quality assure (systems), Quality management (people)?

  - Quality management (people) consists of the others

  - Flow from inspection to quality management (people)
• What is Quality inspection or control?

  The inspection of final product.

  Error detection

  Compliance to requirements

  Little attention to customer or supplier
• What involves Quality assurance?

  Defect prevention in manufacturing process

  Trust 

  Internal efficiency

  Quality system

  Compliance to customer expectations

  Supplier control

  Iso 9001
• What involves total quality management?

  All processes increase customer satisfaction

  Continuous improvement

  Efficiency improvement

  Whole organization participates

  Customers and suppliers are basic

  ISO 9004, EFQM, Quality awards
• The gurus of quality
  Difference between 
  - academia
  - practitioners
  Shewhart
  Feigenbaum
  Deming
  Juran
  Crosby
  Ishiwaka -> quality and control tools
• Gurus of quality
  Shewhart; statistical techniques to industry (manufacturing), SPC
  Feigenbaum; originator of term TQC, quality is what the customer says it , ten benchmarks for total quality success (10)
  Deming; reduction in statistical variation, quality is in terms of conformance, design, sales and service function. Change in organizational culture PDCA or shewharts cycle or continuous improvement cycle, demins 14 point for management
• What aspects are involved in the PDCA cycle

  Plan: Identify problem, develop improvement plan

  Do: Implement plan

  Check: does it work

  Act: Institutionalize improvement
• Joseph Juran
  Quality control
  Quality trilogy : quality planning, quality control and quality improvement
  Emphasizes the cost of quality
  Defines quality as fitness for purpose and use
• What does the quality trilogy look like?

  Quality planning: Establish quality goals, identify customers, discover customer needs, develop product characteristics, develop process characteristics, establish process control, transfer to operations

  
  

  Quality control: Choose control elements, choose measurement units, establish goals, create a sensor, measure real performance, interpret difference, take action on difference

  
  

  Quality improvement: prove the need, identify projects, organize project teams, diagnose causes, provide remedies, prove that remedies are effective, manage resistance to change, control to maintain gains
• Juran's method for quality improvement
  1) build awareness of the need and the opportunity for improvement
  2) set goals for improvement
  3) organize to reach the goals
  4) provide training
  5) carry out projects to solve problems
  6) report progress
  7) give recognition
  8) communicate results
  9) Keep score
  10) maintain momentum by making annual improvement part of the regular         system and process of the company
• Philip crosby
  Adresses given to top management
  4 principles of quality management:
  - Quality is defined as conformance to requirements
  - The system for achieving quality is prevention, not evaluation
  - The only performance standard is zero defects
  - The measurement of quality is cost of quality
• Crosby's 14 step quality improvement plan

  1) management commitment

  2) quality improvement team

  3) quality measurement

  4) cost of quality evaluation

  5) quality awareness

  6) corrective action

  7) establish and ad hoc committee for the zero defects program

  8) supervisor training

  9) zero defects day

  10) goal setting

  11) error- cause removal

  12) recognition

  13) quality councils
  14) Do it over again