QUESTION TYPE 1: COMPARING QUESTION

QUESTION TYPE 1: COMPARING QUESTION QUESTION TYPE 2: PREDICTING QUESTION TYPE 3: WHY QUESTION ............................................................................................ QUESTION TYPE 1: COMPARING QUESTION QUESTION TYPE 2: PREDICTING QUESTION TYPE 3: WHY QUESTION

Foreign Trade University

Quality control

Quality specifications

Costs of quality

Functions of the Quality Control Department

Inspection Procedures

Quality tools

Total Quality Management (TQM)

What is Quality Control?

A process that evaluates output relative to a standard, and takes corrective action when output does not meet standards

Quality Specifications

Quality specifications of a product or service derive from decisions and actions made

relative to the quality of its design and the quality of its conformance to that design

 Design quality

 Conformance quality

Quality Specifications

Design Quality

A strategic decision for the firm

Refers to the inherent value of the product

in the marketplace

=> A firm designs a product or service to

address the need of a particular market

Quality Specifications

Design quality

The dimensions of design quality

Dimension Meaning

Performance Primary product/ service characteristics Features Added touches, bells and whistles,

secondary characteristics Reliability/ Durability Consistency of performance over time,

probability of failing, useful life Serviceability Ease of repair

Aesthetics Secondary characteristics (sound, feel,

look, etc.) Perceived quality Past performance and reputation

Quality Specifications

Conformance quality

The degree to which the product or service design specifications are met

The activities involved in achieving

conformance are of a tactical, day-to-day

nature

=> A product/ service can have high design

quality but low conformance quality, and vice versa

Cost of Quality - COQ

Recognized by Joseph Juran in 1951

Costs of achieving/ not achieving quality specifications

It costs 15-20% of every sales dollar

4 typical types:

 Appraisal costs

 Prevention costs

 Internal failure costs

 External failure costs

Cost of Quality - COQ

Appraisal costs: costs of inspection, testing, and other

tasks to ensure that the product or process is acceptable.

Prevention costs: the sum of all the costs to prevent

defects such as costs of identify the cause of the defect,

to implement corrective action to eliminate the cause, to train personnel, to redesign the product or system, and

to purchase new equipment or make modifications.

Internal failure costs: costs for defects incurred within

the system: scrap, rework, repair…

External failure costs: costs for defects that pass

through the system: customer warranty replacements, loss of customers of goodwill, handling complaints,

product repair…

Functions of The QC Department

Testing designs for their reliability in the lab and the field;

Gathering performance data on products and resolving quality problems in the field;

Planning and budgeting the Quality Control program in the plant;

Designing and overseeing quality control

systems and inspection procedures;

Carrying out inspection activities requiring special technical knowledge to accomplish

Inspection Procedures

Acceptance sampling Process control Acceptance sampling

Approaches to Quality Assurance

The least progressive The most progressive

Inspection

before/ after

production

Corrective action during production

Quality built into the process

Acceptance

Sampling

Process control

Continuous improvement

Quality Tools

Used for problem solving and process improvement

Total Quality Management

To be discussed

ISO 9000 and ISO 14000

To be discussed