18-01-2013, 04:00 PM
Quality Basics
Defining Quality
ASQ (American Society for Quality): “quality is a subjective term for which each person has his or her own definition” – www.asq.org
What’s your definition?
Defining Quality - “Gurus”
Deming - “non-faulty systems”
Out of the Crisis
Juran - “fitness for use”
Quality Control Handbook
Crosby - “conformance to requirements”
Quality is Free
Defining Quality- Different Views
Customer’s view (more subjective)
the quality of the design (look, feel, function)
product does what’s intended and lasts
Producer’s view
conformance to requirements (Crosby)
costs of quality (prevention, scrap, warranty)
increasing conformance raises profits
Government’s view
products should be safe
not harmful to environment