Quality Engineering

Quality always begins with engineering, and it is an

emotional way to express the feeling associated with
the product

Dictionary has many definitions:

Essential characteristic,
Superior,

degree or grade of excellence

Definitions of quality

Quality is Fitness for Use

Quality is customer satisfaction,

 Quality is the dynamic state associated with the products,

services, people, processes and environments that meets or

exceeds the expectations of the customer

If

Quality is defined as the ratio of performance to

expectations:
quality(Q) = Performance(P)
Expectations(E)
Q=1 customer is satisfied.
Q<1 customer is not satisfied
Q>1 customer is delighted

QUALITY measure
Quality = Performance/ Expectations
It is the degree to which a set of inherent characteristics
fulfills requirements

Degree: Poor, Good and excellent

Dimensions of Product Quality

Example
1. Performance : Everything works; ride handling
2. features:

AC, heat, GPS, DVD player

3. Reliability:
Infrequency of breakdowns
4. Durability:
Long life, resistance to rust and
corrosion
5. Service :
Warranties, handling of complaints,
maintenance
6. Aesthetics:
Interior design, soft touch, fit and
finish, grade of material used
7. Safety:
Antilock brakes, airbags
8. Perceived quality: Name of the company

WHO IS THE KING OF THE SOCIETY?

CUSTOMER

WHO IS A CUSTOMER?
Anyone who is impacted by the product or process
delivered by an organization
External customer: The end user as well as

intermediate processors. Other external customers may

not be purchasers but may have some connection with
the product
Internal customer: Other divisions of the company that
receive the processed product

Quality characteristics
Structural characteristics: include elements such as length of a

part, weight of a car, strength of a beam, viscosity of a fluid and so

on
Sensory characteristics: include measures such as a warranty,
reliability and maintainability
Time oriented characteristics: includes warrantees, reliability and
maintainability
Ethical characteristics: include honestly and friendliness
Functional characteristics: utility of purpose, reliability of function,
durability, expected lifetime, cost of maintenance, guarantees and
warrantees, human factors(aesthetics and comfort)
Non-functional characteristics: price, style and variety

Other functional characteristics

Functionality
Reliability
Usability

Efficiency

Maintainability
portability

Quality Customer Approach

the customer is king.
the customer defines quality.
the customer is always right.
the customer always comes first.

quality begins and ends with the customer

Elements of quality
Quality must be built in the stage of manufacturing a product rather

than investigating after the product is ready

Inspection is not a quality improvement tool it is a measure of it.
Quality is developed with the following elements:
Quality of design

Measurable quality of product

Strength, color, texture
Converting customer needs into technical requirements

Quality of conformance: the degree to which a product actually

conforms in accordance with specifications or drawings is known

as quality of conformance.
o
o

Degree of specifications met

Features of product satisfying needs of customer
Services produced according to quality of design

 Availability
=
operating time
operating time + down time

Reliability of product performance during its life span with good

maintainability
Ensures that product will deliver performance when required

 Customer services

Replacement of defected components

Repair
Warrantee

Consequences of poor quality

Loss of business
Liability: due to damages
Productivity
costs

Quality warranties
In ancient days: oral warranties (difficult to enforce)
Now: written warranties to prevent disputes

Results of good quality

Customers perspective:
Increased customer satisfaction
Make product more salable
Meets competition
Increase market share
Sale increases

 Company perspective:
Reduces error rate and product development
Reduces rework and waste
Reduces inspection
Reduces manufacturing cost

any question