Lecture 1: Introduction to quality, Quality tools
What is Quality?
Simple definition: Meeting customer requirements.
Quality can mean the product/service is; Reliable, Consistent, Durable, Functional, Good Value, Conform to standards, Produced on time, Within Tolerance, Eliminating Waste, Pleasing or Delighting, Total customer value
Quality Guru Definition:
W. Edwards Deming - Fitness for purpose (quality should be aimed at the consumer; present and future.
Joseph M. Juran - Fitness for use (functional)
Philib B. Crossby - Conformance to requirements (Degree to which a set of inheritor characteristics fulfil requirements .e.g. ISO9000)
Further aspects include:
Satisfaction of ownership
Delighting the customer
What is reliability? - The ability of a product of service to continue to meet the customer's requirements satisfactorily over a period of time.
Importance of customer loyalty:
Customers cost less to retain than acquire.
The longer the relationship with the customer, the higher the profitability.
A loyal customer will commit more spend to its chosen supplier
About half of new customers come through referrals from existing clients.
Customer Driven Quality
Lecture 2: TQM / Business Excellence Models
Lecture 3: SPC, SQC
Lecture 4: ISO 9000
Lecture 5: Risks and Hazards, Risk Identification and Monitoring
Lecture 6: Six Sigma
Lecture 7: Finance Numerical Practise
Lecture 8: Quality numerical practise