ME20026: QUALITY AND MAINTENANCE MANAGEMENT:
DEFINITIONS OF QUALITY: GAPS:
Transcendent approach Gaps between customers’ expectations and their perception of the products and services they receive
o Quality means innate excellence cause the perception of good and bad quality
o E.g. quality in Rolex watches and Rolls Royce cars Diagnosing quality problems
QUALITY MANAGEMENT
Manufacturing basedPLAN:
approach o Done by analysing various gaps to determine cause for the existence of a gap between customer
Controlling quality against standards (Step 4 above)
o Quality means free of errors expectations and perceptions
Manufacturing departments usually use six steps to analyse and bridge gaps 1-3
o E.g. quality in a Swatch watch or Ford Mondeo
User based approach
1. Define the characteristics of the product Where should the quality be controlled?
o Quality means fit for purpose
o Identify various elements within the concept of quality for a product o Checking at the start of the process
o E.g. user centric view of what is good in night time flight, food or silence
o Functionality Could be used to inspect raw material
Product based approach E.g. car manufacturer checking headlights received from tier 2 suppliers
How well the product or service does its job
o Quality is measureable set of characteristics o Checking during the process
Includes performance and features
o E.g.oa watch that has to work for 5 years without service and keep time Can take place at any stage but are more desirable in specific situations
Appearance
within 5seconds Before a costly part of the process
Refers to the sensory characteristics of the product or service
Value based approach Before a series of processes that are difficult to check
Aesthetic
o Quality is a balance between cost and price Immediately after a well-known fail point
Appeal
o E.g. the quality
of an EasyJet flight or McDonalds meal
Look Before the process after which recovery of raw material becomes
Feel impossible
These approaches can be combined to define quality as consistent
Sound o Checking at the end of the process
conformers to customers’
Smell expectations Ensures quality of product or service that is delivered to the customer
Increaseo inReliability
quality will ultimately cause an increase in profits through a
series of causal linksconsistency of the product’s or service’s performance over time
The The different gaps
Or average time for which it performs within its tolerated band ofo Gap 1 Check every product or take a sample?
performance o Can
Customer’s be dangerous or impractical
specification-operation’s to check
specification gapevery item
o Durability E.g. doctor
Handled by marketing, checking patient’s
manufacturing blooddesign
and product
The total useful life of the product or service, assuming occasional repair oro Gap 2 o Destructive tests are inappropriate for running on every product
modification E.g. light
Concept-specification gapbulb’s life
o Recovery HandledobyChecking
marketing,every item can beand
manufacturing timeproduct
consuming and costly
design
The ease at which problems with the product or service can be rectified oro Gap 3 E.g. testing every item on a high volume injection moulding operation
resolved o Reliable data cannot
Quality specifications-actual be gathered
quality gap when checking every product
2. Decide how to measure each characteristic E.g. detecting a disease is uncertain
Handled by manufacturing
o Variables o Gap 4 Staff fatigue can hinder repetitive actions
Characteristics that are easily quantifiable as continuous real numbers Wrong information
Actual quality-communicated gap can be given if data is gathered from unreliable sources
o Attributes Handled by marketing
Characteristics that are assessed by judgement and have two states e.g. right o Hence sampling is normally used and must consider
or wrong Error type I
o Must choose appropriate method of measurement for each variable and Aka false positives
attribute Sample indicates positive trait in the population while the real population
Has direct implications for quality control cost doesn’t have that trait
3. Set quality standards Often referred to as producer’s risk in acceptance sampling
o Define acceptable level of quality for each characteristic in clear terms Error type II
o E.g. 2000 hours of life for a lightbulb Aka false negatives
4. Control the quality against these standards Sample does not indicate a trait in the population while the population
o Comprised of 3 major decisions possesses this trait
5. Find and correct causes of error Often referred to as consumer’s risk in acceptance sampling
o Entails identifying operations and processes that create errors and trying to
mend them
6. Continue to make improvements
DEFINITIONS OF QUALITY: GAPS:
Transcendent approach Gaps between customers’ expectations and their perception of the products and services they receive
o Quality means innate excellence cause the perception of good and bad quality
o E.g. quality in Rolex watches and Rolls Royce cars Diagnosing quality problems
QUALITY MANAGEMENT
Manufacturing basedPLAN:
approach o Done by analysing various gaps to determine cause for the existence of a gap between customer
Controlling quality against standards (Step 4 above)
o Quality means free of errors expectations and perceptions
Manufacturing departments usually use six steps to analyse and bridge gaps 1-3
o E.g. quality in a Swatch watch or Ford Mondeo
User based approach
1. Define the characteristics of the product Where should the quality be controlled?
o Quality means fit for purpose
o Identify various elements within the concept of quality for a product o Checking at the start of the process
o E.g. user centric view of what is good in night time flight, food or silence
o Functionality Could be used to inspect raw material
Product based approach E.g. car manufacturer checking headlights received from tier 2 suppliers
How well the product or service does its job
o Quality is measureable set of characteristics o Checking during the process
Includes performance and features
o E.g.oa watch that has to work for 5 years without service and keep time Can take place at any stage but are more desirable in specific situations
Appearance
within 5seconds Before a costly part of the process
Refers to the sensory characteristics of the product or service
Value based approach Before a series of processes that are difficult to check
Aesthetic
o Quality is a balance between cost and price Immediately after a well-known fail point
Appeal
o E.g. the quality
of an EasyJet flight or McDonalds meal
Look Before the process after which recovery of raw material becomes
Feel impossible
These approaches can be combined to define quality as consistent
Sound o Checking at the end of the process
conformers to customers’
Smell expectations Ensures quality of product or service that is delivered to the customer
Increaseo inReliability
quality will ultimately cause an increase in profits through a
series of causal linksconsistency of the product’s or service’s performance over time
The The different gaps
Or average time for which it performs within its tolerated band ofo Gap 1 Check every product or take a sample?
performance o Can
Customer’s be dangerous or impractical
specification-operation’s to check
specification gapevery item
o Durability E.g. doctor
Handled by marketing, checking patient’s
manufacturing blooddesign
and product
The total useful life of the product or service, assuming occasional repair oro Gap 2 o Destructive tests are inappropriate for running on every product
modification E.g. light
Concept-specification gapbulb’s life
o Recovery HandledobyChecking
marketing,every item can beand
manufacturing timeproduct
consuming and costly
design
The ease at which problems with the product or service can be rectified oro Gap 3 E.g. testing every item on a high volume injection moulding operation
resolved o Reliable data cannot
Quality specifications-actual be gathered
quality gap when checking every product
2. Decide how to measure each characteristic E.g. detecting a disease is uncertain
Handled by manufacturing
o Variables o Gap 4 Staff fatigue can hinder repetitive actions
Characteristics that are easily quantifiable as continuous real numbers Wrong information
Actual quality-communicated gap can be given if data is gathered from unreliable sources
o Attributes Handled by marketing
Characteristics that are assessed by judgement and have two states e.g. right o Hence sampling is normally used and must consider
or wrong Error type I
o Must choose appropriate method of measurement for each variable and Aka false positives
attribute Sample indicates positive trait in the population while the real population
Has direct implications for quality control cost doesn’t have that trait
3. Set quality standards Often referred to as producer’s risk in acceptance sampling
o Define acceptable level of quality for each characteristic in clear terms Error type II
o E.g. 2000 hours of life for a lightbulb Aka false negatives
4. Control the quality against these standards Sample does not indicate a trait in the population while the population
o Comprised of 3 major decisions possesses this trait
5. Find and correct causes of error Often referred to as consumer’s risk in acceptance sampling
o Entails identifying operations and processes that create errors and trying to
mend them
6. Continue to make improvements
