Basic Concepts in Quality Planning and Management

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Quality Management (Basic Concepts)

1) What Is Quality?
The totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied — ASQ (American Society for Quality) needs.
1. 2. 3. 4. 5. 6. 7. 8. Performance Reliability Durability Serviceability Aesthetics Features Perceived Quality Conformance to Standards
Will the product do the intended job? How often does the product fail? How long does the product last? How easy is it to repair the product? What does the product look like? What does the product do? What is the reputation of the company or its product? Is the product made exactly as the designer intended?

Quality Management

Slide 2 of 35

1.1 Components of Quality
Customer

Quality of Design
Product Features vs Customer Requirements

Requirements

Performance Quality of Specifications
Sales and Marketing Product Specifications vs Product Features

Quality of Conformance Features Product
Product Characteristics vs Product Specifications

Design

Manufacturing

Quality of Performance
Product Characteristics vs Customer Requirements

Specifications
Quality Management

Slide 3 of 35

1.1.1 Voice of the Customer
The term Voice Of the Customer (VOC) is used to describe customers’ needs and their perceptions of your product or service. VOC data helps an organization: • Align design and improvement efforts with business strategy. • Decide what products, processes and services to offer or enhance. • Identify critical features/performance requirements for products, processes and services. • Identify key drivers of customer satisfaction.
Quality Management Slide 4 of 35

1.1.2 Kano’s Model of Customer Needs
Performance Quality Satisfiers Excitement Quality
Noriaki Kano

Delighters Basic Quality Dissatisfiers

Quality Performance

Quality Management

Customer Satisfaction

Slide 5 of 35

1.2 Quality is Customer Satisfaction
Supplier Metrics • Cycle-Time



Links: CHRONIC WASTE ( opportunity for improvement ) Joseph Moses Juran (1904-2008)

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