Quality definition - Definition and evolution of Quality

10 important questions on Quality definition - Definition and evolution of Quality

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
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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

What aspects are involved in the PDCA cycle

Plan: Identify problem, develop improvement plan
Do: Implement plan
Check: does it work
Act: Institutionalize improvement

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

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

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