Wiley 2010 1 Defining Quality

© Wiley 2010 1

Defining Quality © Wiley 2010 2

Order Qualifiers… © Wiley 2010 3

Order Qualifiers… © Wiley 2010 4

Order Qualifiers… © Wiley 2010 5

…and Order Winners! © Wiley 2010 6

Defining Quality – 5 Ways © Wiley 2010 7

© Wiley 2010 8

Quality Gurus © Wiley 2010 9

Deming’s 14 Points © Wiley 2010 10

Deming’s 14 Points © Wiley 2010 11

Deming’s 14 Points © Wiley 2010 12

Deming’s 14 Points © Wiley 2010 13

Deming’s 14 Points © Wiley 2010 14

Deming’s 14 Points © Wiley 2010 15

Evolution of TQM – New Focus © Wiley 2010 16

Cost of Quality © Wiley 2010 17

Cost of Quality – 4 Categories © Wiley 2010 18

© Wiley 2010 19

© Wiley 2010 20

© Wiley 2010 21

Ways of Improving Quality © Wiley 2010 22

PDSA Details © Wiley 2010 23

© Wiley 2010 24

Seven Tools of Quality Control © Wiley 2010 25

Cause-and-Effect Diagrams © Wiley 2010 26

Flowcharts © Wiley 2010 27

Checklist © Wiley 2010 28

Control Charts © Wiley 2010 29

Scatter Diagrams © Wiley 2010 30

Pareto Analysis © Wiley 2010 31

Histograms © Wiley 2010 32

Product Design - Quality Function Deployment © Wiley 2010 33

Quality Function Deployment (QFD) Details © Wiley 2010 34

QFD - House of Quality © Wiley 2010 35

Reliability – critical to quality © Wiley 2010 36

Reliability – critical to quality © Wiley 2010 37

Reliability – critical to quality © Wiley 2010 38

Reliability: Example, Ch 5 #10 © Wiley 2010 39

Reliability: Example, Ch 5 #10 © Wiley 2010 40

Process Management © Wiley 2010 41

Managing Supplier Quality © Wiley 2010 42

Quality Awards and Standards © Wiley 2010 43

ISO Standards © Wiley 2010 44

Manufacturing Quality vs. Service Quality © Wiley 2010 45

Why TQM Efforts Fail © Wiley 2010 46

MBNQA- What Is It? © Wiley 2010 47

The Deming Prize © Wiley 2010 48

Many Viewpoints! © Wiley 2010 49

Many Viewpoints! © Wiley 2010 50

TQM Within OM © Wiley 2010 51

Chapter 5 Highlights © Wiley 2010 52

Chapter 5 Highlights Continued © Wiley 2010 53

The End © Wiley 2010 54