Lecture on Quality in Manufacturing

Introduction to Quality

• All manufacturers pursue quality, regardless of size or product.
• Key questions to consider:
  • What is quality?
  • What does quality cost?
  • Who pays for quality?
• Successful companies view quality as more than just a product attribute.

Expanding the Definition of Quality

• Quality encompasses all aspects of a company:
  • Dealings with suppliers.
  • Design and timely manufacture of products.
  • Customer relations.
• Quality is not just the absence of defects.
• Defined as continuously meeting or exceeding customer needs.
• Goal: Total customer satisfaction on an ongoing basis.

Costs of Quality in Manufacturing

• Costs are generally classified as:
  • Direct costs
  • Indirect costs

Direct Costs

• Prevention Costs
  • Resources spent to prevent errors within the company.
  • Activities include:
    • Quality audits
    • Equipment capability analysis
    • Defect prevention actions
    • Process characterization
    • Flowchart review
    • Operator certification
    • Supplier qualification
• Appraisal Costs
  • Resources spent to ensure activities are done right the first time.
  • Associated with inspection and tests.
  • Aim to spot defects before reaching the customer.
  • Ideally, reduce the need for inspections by improving initial quality.

Internal Failure Costs

• Associated with poor quality that is identified before the product reaches the customer.
• Familiar to manufacturing and other companies.

Conclusion

• Improving quality can reduce the reliance on inspections and tests.
• A focus on prevention and appraisal can lead to cost savings and better customer satisfaction.