CHAPTER 2: BASICS OF QUALITY CONTROL Definition of Quality Quality is the ability of a product or service to consistently meet or exceed customer

expectation. The importance of quality To achieve consumer satisfaction To get greater customer loyalty and confidence towards products To increase market share and increase healthy competition To lower production cost and get higher profit To decrease production and service problem

Zero Defects

A quality philosophy based on the idea that a level of perfect quality, as in zero defects, is achievable and should be a company-wide goal. The characteristics of zero defect:
a. b. c. d.

Do it right and best from the beginning/ at the first time Quality prevention is preferable than quality inspection and correction Opened relationship between workers and employer Top management must demonstrate its commitment to quality and willingness to give support to achieve good quality Management must be persistent in efforts to achieve good quality Management must spell out clearly what it wants in terms of quality and what workers must do to achieve that.

e. f.

Internal Customer and External Customer

-Internal customer ~ employee who receives goods or service produced elsewhere in the company as input to his/her works in the organization.

-External customer~ An outside organization or individual that receives a product or service from the company. -The importance of internal and external customer a) Repeat business is the backbone of selling and to maintain good profit. b) Organizations are dependent upon their customers. If they do not develop customer loyalty and satisfaction, they could lose their customers. c) Without customers the organization would not exist. d) The purpose of the organization should be to fulfill the needs of the customers. e) The customer makes it possible to achieve business aims.

Quality Control

-The definition: Quality control is a process that measures output relatives to a standard and take corrective action when output does not meet standards. -The basic objectives of quality control are: a) to maintain quality standards in order to ensure customer satisfaction and b) to reduce the costs associated with the scrapping of defective goods.

Quality Assurance

-The definitions: The planned and systematic activities implemented in a quality system so that quality requirements for a product or service will be fulfilled -The importance of quality assurance: a) To enhance selling of products/service

b) To determine the performance of the business c) To achieve customer satisfaction with the lowest cost of production

Total Quality Management

A philosophy that involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction. Basic concepts of TQM: a) Design a product or service that will meet what customer want b) The management are more open, encouraging employee input c) Continuous improvement d) Assumed the suppliers as partners in business e) Based on team approach f) Focus on process oriented

Continuous Improvement The definition: A philosophy that seeks to make never-ending improvement to the process of converting inputs into outputs. Kaizen is the Japanese terms for continuous improvement It covers equipment, methods, materials and peoples.

Inspection Methods Inspection is an appraisal activity that compares goods r service to a standard. Types of inspection : 100% inspection and sampling inspection 100% inspection: a) Each item is inspected based on the product specification limit b) Taking a long period of time and increase cost for inspecting c) Not suitable for a big size of production d) There is no guarantee that the lots are free from defects

Sampling inspection a) Some of the items were selected as a sample from a lot or batches based on sampling plan b) Inspection done towards the sample c) The purpose of sampling is to decide whether a lot satisfied predetermined standards. d) Reduced cost and time for inspecting e) Suitable to be used in a big size of production.

Statistical Process Control

There are two types of statistical quality control : statistical process control and acceptance sampling.

Statistical Process Control (SPC)

--Statistical process control (SPC) is used to evaluate the output of a process to determine the acceptability. - SPC used control chart as a tool to measure and record the characteristics of quality while the process of production is running. -Control chart is used to distinguished between random variability and non random variability. It is used to ensure only products that meet quality specification is produced from the production line. -The purpose of control chart : a. To determine the degree of control in a process b. To predict the rejects before the products were produced c. To predict the cost of production d. To be a guideline for the management in quality control process

Acceptance Sampling

Acceptance sampling is a form of inspection that is applied to lots or batches of items before or after a process instead of during the process. The purpose of acceptance sampling is to decide whether lot satisfies predetermined standard. Lots that satisfy these standards are passed or accepted and those that do not are rejected