WELCOME TO THE TRAINING

PROGRAM ON QUALITY AND

RELIABILITY
QUALITY Vs RELIABILITY
 What is Quality
◦ Definition of Quality by Various Quality Scientists,
Gurus & Statisticians
◦ Metamorphism of Quality - Phases
◦ Quality Control
◦ Quality Assurance
◦ Quality Systems
◦ Quality Management
◦ Total Quality Management AND SO ON…..
 End Result-
◦ Customer Satisfaction-Business Improvement
QUALITY Vs RELIABILITY
 What is Reliability
◦ Concepts of Reliability
◦ Reliability Engineering
◦ Zero Error Concepts
◦ First Time –Every Time
◦ Building the Customer Confidence
◦ Reliability as Marketing Tool
◦ Reliability as Trouble Shooting Tool
◦ Reliability as Business Improvement Tool
 Reliability for
◦ Total Performance Management
QUALITY Vs RELIABILITY
& QUALITY AND RELIABLITY
 QUALITY- ENSURES-
◦ THE CONFORMANCE
◦ MEETS THE CUSTOMER
REQUIREMENTS/EXPECTATION
◦ BRINGS MORE CUSTOMERS (subject to conditions)
 RELIABILITY-ENSURES
◦ Maintainability
◦ Availability
◦ CUSTOMER SATISFACTION & DELIGHT
◦ BRINGS MORE BUSINESS
Distinction Between Reliability and Quality

 Traditional quality control assures that the product

will work after assembly and as designed.
 Whereas reliability provides the probability that an

item will perform its intended function for a

designated period of time without failure under
specified conditions. In other words, reliability
looks at how long the product will work as
designed, which is a very different objective than
that of traditional quality control.
 Therefore, different tools and models apply to

reliability that do not necessarily apply to quality

and vice versa. This is exemplified by the following
comparison of DFSS (focused on quality) and DFR
(focused on reliability)
Definitions
 Quality- "The totality of features and
characteristics of a product or service that bear on
its ability to satisfy stated or implied needs". (ISO)
 The degree of Excellence-to which the

performance of a product or service is complied

with (ISO)
  A degree of excellence. — "The ability of a

company to identify their customers' requirements,

then meet or exceed their expectations to the
mutual benefit and satisfaction of both
organizations
Definitions
 Reliability - The ability of an item to perform a required
function under stated conditions for a stated period of
time. It is usually denoted as probability or as a success .

 Failure – The termination of ability of an item to perform

a required function.
 The Global Firepower Index (GFP) is a rating of the

military forces of all countries on the planet. It relies on

50 indices to fix the 'Power Index-score,' from weapon
numbers to weapon diversity and natural resources,
including available industries to the workforce, financial
stability, logistical capability, and geography
CONTENT….
 Define the term quality.
 Explain why quality is important and the
consequences of poor quality.
 Identify the determinants of quality.
 Describe the costs associated with quality.
 Describe the quality awards.

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CONTENT….
 Discuss the philosophies of quality gurus.
 Describe TQM.
 Give an overview of problem solving.
 Give an overview of process improvement.
 Describe and use various quality tools.

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Quality Management

 What does the term quality mean?

 Quality is the ability of a product or service
to consistently meet or exceed customer
expectations.

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Evolution of Quality Management
 1924 - Statistical process control charts
 1930 - Tables for acceptance sampling
 1940’s - Statistical sampling techniques
 1950’s - Quality assurance/TQC
 1960’s - Zero defects
 1970’s - Quality assurance in services
 1980’S Quality Systems
 1990’s Quality Management Systems
 2000’s Quality Functions……

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Quality Assurance vs. Strategic
Approach
 Quality Assurance
◦ Emphasis on finding and correcting defects
before reaching market
 Strategic Approach
◦ Proactive, focusing on preventing mistakes from
occurring
◦ Greater emphasis on customer satisfaction

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The Quality Gurus
 Walter Shewhart
◦ “Father of statistical quality control”
 W. Edwards Deming
 Joseph M. Juran
 Armand Feignbaum
 Philip B. Crosby
 Kaoru Ishikawa
 Genichi Taguchi

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 Key Contributors to Quality Management
Contributor Known for
Deming 14 points; special & common causes of
variation

Juran Quality is fitness for use; quality trilogy

Feignbaum Quality is a total field

Crosby Quality is free; zero defects

Ishikawa Cause-and effect diagrams; quality

circles

Taguchi Taguchi loss function

Ohno and Continuous improvenment

Quality
Shingo
Deming's Fourteen Points for Management:
1 Create constancy of purpose for improvement of product
and services
2 Adopt the new philosophy
3 Cease dependence on mass inspection
4 End the practice of awarding business on price tag alone
5 Constantly and forever improve the systems of production
and services
6 Institute modern methods of training on the job
7 Institute modern methods of supervision and leadership
8 Drive out fear
9 Break down barriers between departments
10 Eliminate numerical goals for the work force
11 Eliminate work standards and numerical quotas
12 Remove barriers to pride of workmanship
13 Institute a vigorous programme of education and training
for everyone
14 Create a structure in top management that will push every
day on the above 13 points
 Quality Triology-Juran

Quality planning, quality control, and

quality improvement are three central
tenets to his management philosophy
and became widely known as the Juran
Quality Trilogy. 1.
The first of these concepts, quality
planning, defines who the customers
are and identifies how to meet their
needs
Taguchi loss function
 Taguchi Methods is a statistical methods developed
largely by GENICHI TAGUCHI to improve quality of
manufactured goods.

 The philosophy of off-line quality control.

 Innovations in the design of experiments.

Taguchi Loss Function Definition

 Taguchi defines Quality as “the loss imparted by the

product to society from the time the product is
shipped.”

 LOSS = Cost to operate, Failure to function,

maintenance and repair cost, customer satisfaction,
poor design.
 Product to be produced “being within specification”
 Taguchi’s Vs Traditional Approach

Taguch’s Traditional
When a product There is Good or Bad
moves from its Products only as per
Target will cause the Limits
loss even if the
product lies or not
within Limits
Taguchi’s Quadratic Quality Loss
Function
 Quality Loss Occurs when a product’s deviates
from target or nominal value.
 Deviation Grows, then Loss increases.

 Taguchi’s U-shaped loss Function Curve.

Taguchi’s U-shaped loss Function Curve.

Taguchi loss Fn

Scrap or Rework Cost.

Loss

Measured
characteristic

LTL Nominal UTL

Dimensions of Quality

 Performance - main characteristics of the

product/service
 Aesthetics - appearance, feel, smell, taste

 Special Features - extra characteristics

 Conformance - how well product/service

conforms to customer’s expectations
 Reliability - consistency of performance

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Dimensions of Quality (Cont’d)

 Durability - useful life of the

product/service
 Perceived Quality - indirect evaluation of
quality (e.g. reputation)
 Serviceability - service after sale

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 Examples of Quality Dimensions
Dimension (Product) (Service)
Automobile Auto Repair
1. Performance Everything works, fit & All work done, at agreed
finish price
Ride, handling, grade of Friendliness, courtesy,
materials used Competency, quickness
2. Aesthetics Interior design, soft touch Clean work/waiting area

3. Special features Gauge/control placement Location, call when ready

Cellular phone, CD Computer diagnostics
player
 Examples of Quality Dimensions (Cont’d)
Dimension (Product) (Service)
Automobile Auto Repair
5. Reliability Infrequency of breakdowns Work done correctly,
ready when promised

6. Durability Useful life in miles, resistance Work holds up over

to rust & corrosion time

7. Perceived Top-rated car Award-winning service

quality department

8. Serviceability Handling of complaints and/or Handling of complaints

requests for information
Service Quality
 Knowledge(Software..)
 Convenience ( Operational Process)
 Reliability----
 Responsiveness-
 Time-
 Assurance-
 Courtesy- Attributes/Characeristics
 Tangibles- Physical Material
 Intagibles- Methods /Concepts

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 Examples of Service Quality
Dimension Examples
1. Convenience Was the service center conveniently located?

2. Reliability Was the problem fixed?

3. Responsiveness Were customer service personnel willing and

able to answer questions?
4. Time How long did the customer wait?

5. Assurance Did the customer service personnel seem

knowledgeable about the repair?
6. Courtesy Were customer service personnel and the
cashier friendly and courteous?
7. Tangibles Were the facilities clean, personnel neat?
Challenges with Service Quality
 Customer expectations often change
 Different customers have different

expectations
 Each customer contact is a “moment of truth”
 Customer participation can affect perception

of quality
 Fail-safing must be designed into the system

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Determinants of Quality

Ease of
Design
use

Conforms
to design Service

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Determinants of Quality (cont’d)
 Quality of design
◦ Intension of designers to include or exclude
features in a product or service
 Quality of conformance
◦ The degree to which goods or services conform
to the intent of the designers

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The Consequences of Poor Quality
 Loss of business
 Liability
 Productivity
 Costs

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Responsibility for Quality

 Top management
 Design
 Procurement
 Production/operations
 Quality assurance
 Packaging and shipping
 Marketing and sales
 Customer service

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