Quality and Operations Management MSE 269 Product Quality

Quality and Operations Management MS&E 269 “Product Quality Definitions”

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

Dimensions of Quality • • Performance Features Reliability Conformance Durability Serviceability Aesthetics Perceived Quality

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

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

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

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)

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

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

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. ”

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

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

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

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