Essential Concepts in Quality Management and Control
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Fundamental Definitions of Quality
Quality: A set of features and characteristics that meet or exceed consumer specifications and expectations.
Types of Quality
- Negative Quality: The deviation between the actual result obtained and the required standard.
- Positive Quality: The extent to which customer needs and expectations are surpassed.
- Latent Quality: Quality that goes beyond what is explicitly required or expected by the customer.
Quality Management Processes
Quality Assurance (QA)
Quality Assurance involves having and following a set of planned and systematic activities implemented within the company's quality system. These actions are designed to provide adequate confidence (to both the firm and customers) that the product or service meets clearly defined requirements with a specified degree of reliability.
Quality Control (QC)
A planned set of features and activities focused on handling errors and defects, ensuring that a product or service achieves a defined level of quality that is satisfactory, adequate, and economical.
Quality Assessment
A set of activities planned and executed to ensure that quality control activities are conducted properly and efficiently. This process is often referred to as the “control of quality control.”
The Shewhart Cycle for Continuous Improvement
The Shewhart Cycle (also known as the PDCA Cycle: Plan-Do-Check-Act) is a foundational methodology for continuous improvement.
Walter A. Shewhart introduced this methodology to professional groups between 1930 and 1940. It was later widely circulated in the 1950s by W. Edwards Deming, who successfully introduced it first to the academic world and then to the business world. Its success is demonstrated by the significant level of improvement achieved by implementing companies.
The 8 Dimensions of Product Quality
These dimensions provide a comprehensive framework for analyzing and defining quality characteristics:
Performance
The basic operating characteristics and functionality of a product or service.
Reliability
The probability that the product or service will not fail within a specified period of time.
Conformance (Compliance)
The degree to which the product meets established specifications and conditions (e.g., adhering to a tolerance of ± 0.02 mm).
Durability
The expected lifetime of the product under normal use conditions.
Accessory Features
Characteristics that enhance the basic functionality of a product or service.
Serviceability
The quality of support services provided, such as transport, energy supply, and technical service.
Aesthetics
The sensory characteristics of the product, including its look, taste, touch, and smell.
Perceived Quality
How a consumer or client perceives the product or service, influenced by factors like brand image, previous experience, advertising, and reputation.