INTRODUCTION TO QUALITY - created from Mind Map

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Definitions : The totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs’ –ANSI/ASQ

Quality Dimensions

Needs for Quality

Contrasting Approaches

The Quality Hierarchy

Principle and Practice

Performance

Features

Conformance

Reliability

Durability

Service

Response

Aesthetics

Reputation

Primary Product Characteristic

Secondary characteristic added features

Meet specifications or industry standard

Consistency of performaance overtime

Useful life

Resolution of problem complaint

Human-to-Human interface

Sensory characteristics

Past performance, ranking first

Global Competition -Economic and political boundaries are slowly vanishing

It Pays -Less rework, fewer mistakes, fewer delays, and better use of time and materials

Consumers are more sophisticated -They demand new and better products.

Passive / Reactive

Proactive / Preventive

Setting acceptable quality levels •Inspecting to measure

Inspecting to measure compliance

Design quality in products and processes

Identify sources of variation (processes and materials)

Monitor process performance

Prevention

Detection

Quality Control

Inspection

Total Quality Management

Quality Assurance

Leadership

Customer Satisfaction

Employee Involvement

Continuous Improvment

Supplier Partner

Performance Measures