Quality Management

Definitions

According to The American Society for Quality, Quality is defined as:

" A subjective term for which each person or sector has its own definition. In technical usage, quality can have two meanings: 1. the characteristics of a product or service that bear on its ability to satisfy stated or implied needs; 2. a product or service free of deficiencies. According to Joseph Juran, quality means “fitness for use;” according to Philip Crosby, it means `conformance to requirements.' "

Quality Attributes

Quality attributes, also known as quality factors, quality characteristics, or “ilities”, are a set of system’s non-functional requirements that are used to evaluate the system performance. There are a large number of system quality attributes that you can find within the literature (http://en.wikipedia.org/wiki/List_of_system_quality_attributes). Of course, depending on the type of the system you deal with, some of these attributes are more prominent than others. Ideally, you would want to optimize for all the quality attributes that are important to the system, but this is an impossible task. Therefore, it is important to conduct a trade off analysis to identify the relationship between the attributes, and whether a change in one attributes would affect positively or negatively any other attribute. An example of such trade off table is shown bellow.

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	Flexibility	Maintainability	Reliability
Flexibility		"+"	"-"
Maintainability	"+"		"+"
Reliability	"-"	"+"

Finding the right set of quality attributes is the first step in quality control and management. In order to acheive high quality, quality have to be measured, monitor, manage, and improve on. Therefore; in order to increase the overall system quality, you should be able to;

- Identify the quality attributes

- Prioritize these attributes

- Identify the metrics that can be used for these attributes

- Measure and monitor the attributes

- Validate the measurements

- Analyze the result of those measurements

- Based on the analysis, establish processes and procedures that result in improved system quality

Quality attributes for services

Throughout the SEBOK majority of the discussion concentrates around the products. However, quality of survives also plays a major role in the customer satisfaction, which is the measurement of the overall system quality. Services can be divided to two major categories, primary and secondary. For example, the city public transportation system, the United States postal service, or the medical services provided by the hospital are all examples of the primary services. On the other hand, the services that provide help to the customer, in order to assemble a BBQ grill is an example of a secondary services, which are typically referred to as the customer service. Identifying and appropriate quality attributes is the key step in the quality management for services. Some examples of service quality attributes include; affordability, availability, dependability, efficiency, predictability, reliability, responsiveness, safety, security, usability, etc. Again depending on the type of the service, some of these attributes are more prominent than the others.

For example, in the case of services that is provided by the hospital, one may be more interested in the availability, reliability, and responsiveness than potentially the security (typically hospitals are assumed to be safe) and the affordability (typically insurance covers the majority of the cost). Of course, if the patient does not have a good insurance coverage, then the importance of affordability will increase.

Quality attributes for enetrprises

An enterprise typically refers to a large complex set of interconnected entities that includes people, technologies, processes, financial and physical element. It is obvious that a typical enterprise has a number of internal and external stakeholders, and as a result there are a large number of quality attribute that will define its quality. Identifying the right set of attributes are typically more challenging in such a complex system. An example of an enterprise is the air traffic management system that is mainly responsible for the safe and efficient operation of the civil aviation within a country or collection of countries. There is a large number of stakeholders that are concern about the overall quality of the system, some example of these stakeholders and some of the primary quality attributes that they are concern with are identified in the following table.

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Stakeholders	Primary Quality Attributes
Passengers	Safety, affordability, reliability, etc.
Airlines	adaptability, efficiency, profitability, etc.
Air traffic controller	Safety, reliability, usability, etc.
Hardware & software developers	Reliability, fault tolerance, maintainability, etc.
Government/regulatory agency	Safety, reliability, affordability, etc.

Quality management strategies

Statistical Process Control

Statistical process control (SPC) is a method was invented by Walter A. Shewhart, which adopt statistical think to monitor and control the behaves and performances of process. It means using statistical analysis techniques as tools in appropriate way to estimate the variation in the performance of a process, to investigate its causes, and to recognize from the data when the process is not performing as it should.(Mary et al, 2006, p.441). The performance here we mean is ‘how well the process is done’. The theory of quality management emphasizes to manage process by fact and keep systematic improvement. All product developments are a series of interconnected processes, which have variation in their results. Understanding variation with SPC technology can help the process executors understand the facts of their processes and find the improvement opportunities from a systematic view. The key tools in SPC are control charts. The control chart is also called Shewhart 3-sigma chart. It consists of 3 limit lines, called center line which is the mean of statistical samples, Upper and Lower control limit lines which are calculated by mean and standard deviation of statistical samples. The observed data points or their statistic value (mean as process behaves) are drawn in the chart with time or other sequence order. Upper and lower control limits indicate the threshold at which the process output will be considered as ‘unlikely’. There are two sources of process variation. One is common cause variation, which due to inherent interaction among process components. Another is assignable cause, which due to events that are not part of the normal process. SPC stresses that bringing a process into a state of statistical control, where only common cause variation existed, and keeping it in control. The usage of control chart is to distinguish between variation in a process resulting from common causes and assignable causes. If the process is in control, more than 99.73% points will plot within the control limit. Any points outside the limits, or appear some systematic patterns, imply a new source of variation would be introduced. A new variation means increased quality cost. The control limits of control are based on the understanding of the past of process. So it is also called the nature bound of the process. It presents a graphic display of process stability or instability over time, controls the current of the process, and predicts the future of the process.

Standards

Primary standards for quality management are maintained by ISO, principally the IS0 9000 series. ISO 9000 home site. The ISO standards provide requirements for the quality management systems of a wide range of enterprises, without specifying how the standards are to be met, and have world-wide acceptance. The key requirement is that the system must be audited.

TIn the United States, the Malcolm Baldridge National Quality Award presents up to three awards in six categories: Manufacturing, Service company, Small business, Education, Healthcare, and Nonprofit. The Baldridge Criteria have become de facto standards for assessing the quality performance of organizations.

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