Chapter 1 Outline
CHAPTER 1 OUTLINE
“The first job we have is to turn out quality merchandise that consumers will buy and keep on buying. If we produce it efficiently and economically, we will earn a profit, in which you will share.” - William Cooper Procter
Quality assurance ...is any action directed toward providing customers with goods and services of appropriate quality.
HISTORY OF QUALITY * Egyptian * Zhou Dynasty * Age of craftmanship * Early 20th Century: (1900s) * Quality control during World War II * Post-war Japan
* Quality awareness in U.S. manufacturing industry during 1980s: from “Little Q” to “Big Q” - Total Quality Management * Malcolm Baldrige National Quality Award (1987) * Emergence of quality management in service industries, government, health care, and education * Evolution of quality to performance excellence * Growth and adoption of Six Sigma * Current and future challenge: continue to apply the principles of quality and performance excellence. Quality is “a race without a finish line.”
7 KEY FORCES THAT WILL INFLUENCE THE FUTURE OF QUALITY * Globalization * Social responsibility * New dimension of quality- new ideas and manage change * Aging population * Health Care * Environmental concerns * 21st century technology
FORMAL DEFINITION OF QUALITY * Transcendent definition: excellence * Product-based definition: quantities of product attributes * User-based definition: fitness for intended use * Value-based definition: quality vs. price * Manufacturing-based definition: conformance to specifications
CUSTOMER-DRIVEN QUALITY * “Meeting or exceeding customer expectations” * Customers can be... * Consumers * External customers * Internal customers
TOTAL QUALITY * People-focused management system * Focus on increasing customer satisfaction and reducing costs * A systems approach that integrates
“The first job we have is to turn out quality merchandise that consumers will buy and keep on buying. If we produce it efficiently and economically, we will earn a profit, in which you will share.” - William Cooper Procter
Quality assurance ...is any action directed toward providing customers with goods and services of appropriate quality.
HISTORY OF QUALITY * Egyptian * Zhou Dynasty * Age of craftmanship * Early 20th Century: (1900s) * Quality control during World War II * Post-war Japan
* Quality awareness in U.S. manufacturing industry during 1980s: from “Little Q” to “Big Q” - Total Quality Management * Malcolm Baldrige National Quality Award (1987) * Emergence of quality management in service industries, government, health care, and education * Evolution of quality to performance excellence * Growth and adoption of Six Sigma * Current and future challenge: continue to apply the principles of quality and performance excellence. Quality is “a race without a finish line.”
7 KEY FORCES THAT WILL INFLUENCE THE FUTURE OF QUALITY * Globalization * Social responsibility * New dimension of quality- new ideas and manage change * Aging population * Health Care * Environmental concerns * 21st century technology
FORMAL DEFINITION OF QUALITY * Transcendent definition: excellence * Product-based definition: quantities of product attributes * User-based definition: fitness for intended use * Value-based definition: quality vs. price * Manufacturing-based definition: conformance to specifications
CUSTOMER-DRIVEN QUALITY * “Meeting or exceeding customer expectations” * Customers can be... * Consumers * External customers * Internal customers
TOTAL QUALITY * People-focused management system * Focus on increasing customer satisfaction and reducing costs * A systems approach that integrates