Calidad Y Teoria General De Sistemas

QUALITY

Definitions from a production perspective

Quality can be defined as the relative conformity with the specifications, to which the degree to which a product meets the specifications of the design , among other things, higher quality or as commonly find satisfaction in a product meeting all expectations looking for a customer, thus they are controlled by rules which should hit the market for inspection and have the requirements stipulated by the organizations that certify a product

Quality means providing value to the customer, that is, provide conditions of use of the product or service superior to the customer expects to receive at an affordable price. Also, quality relates to minimize the losses that a product may cause to human society showing some interest from the company to maintain customer satisfaction.

A current view of the concept of quality shows that quality is not delivered to the customer what he wants, but what had never imagined he wanted and once you get it, you realize that was what he had always wanted.

Factors related to quality

To get a good quality product or service must consider three important aspects (basic dimensions of quality):

Technical dimension encompasses scientific and technological aspects that affect the product or service.

Human dimension cares good relations between customers and companies.

Economic dimension: attempts to minimize costs for both the customer and the company.

Other factors related to quality are:

• Fair and desired amount of product to be manufactured and offered.

• Rapid distribution of products or customer.

• Exact price (depending on supply and demand for the product).

Quality parameters

• Quality of design: the degree to which a product or service is reflected in its design.

• Quality compliance: The degree of fidelity with which it is reproduced a product or service regarding its design.

• Quality of use: the product must be easy to use, safe, reliable, etc.

• The customer is the new target: the new theories place the client as an active part of the rating of the quality of a product, trying to create a standard based on the subjective point of a client. The quality of a product will not only be determined by purely objective parameters but including the views of a customer using particular product or service.

Quality design and product

For quality products and services, we ensure quality from the time of its design. A quality product or service is one that satisfies customer needs, therefore, to develop and launch a quality product you need:

• Meet customer needs.

• Design a product or service that meets those needs.

• Make the product or service according to the design.

• Getting make the product or service in the shortest time and at the lowest possible cost

THEORIES OF QUALITY

• Deming's Theory

Deming's theory of Total Quality Management rests upon fourteen points of management he identified, the system of profound knowledge, and the Shewart Cycle (Plan-Do-Check-Act). He is known for his ratio - Quality is equal to the result of work efforts over the total costs. If a company is to focus on costs, the problem is that costs rise while quality deteriorates. Deming's system of profound knowledge consists of the following four points:

• System Appreciation - an understanding of the way that the company's processes and systems work

• Variation Knowledge - an understanding of the variation occurring and the causes of the variation

• Knowledge Theory - the understanding of what can be known

• Psychology Knowledge - the understanding of human nature

By being aware of the different types of knowledge associated with an organization, then quality can be broached as a topic. Quality involves tweaking processes using knowledge. The fourteen points of Deming's theory of total quality management are as follows:

5. Create constancy of purpose

6. Adopt the new philosophy

7. Stop dependancies on mass inspections

8. Don't award business based upon the price

9. Aim for continuous production and service improvement

10. Bring in cutting-edge on the job training

11. Implement cutting-edge methods for leadership

12. Abolish fear from the company

13. Deconstruct departmental barriers

14. Get rid of quantity-based work goals

15. Get rid of quotas and standards

16. Support pride of craftsmanship

17. Ensure everyone is trained and educated

18. Make sure the top management structure supports the previous thirteen points.

Plan-Do-Check-Act (PDCA) is a cycle created for continuous improvement. In the planning phase, objectives and actions are outlined. then, you do your actions and implement the process improvements. Next, you check to ensure quality against the original. finally acting requires that you determine where changes need to occur for continued improvement before returning to the plan phase.

• Crosby's Theory

Philip Crosby is another person credited with starting the TQM movement. He made the point, much like Deming, that if you spend money on quality, it is money that is well spent. Crosby based on four absolutes of quality management and his own list of fourteen steps to quality improvement.

Crosby's four absolutes are:

• We define quality as adherence to requirements

• Prevention is the best way to ensure quality

• Zero Defects (mistakes) is the performance standard for quality

• Quality is measured by the price of nonconformity

The fourteen steps to continuous quality improvement, for Crosby, are:

4. Attain total commitment from management

5. Form a quality improvement team

6. Create metrics for each quality improvement activity

7. Determine cost of quality and show how improvement will contribute to gains

8. Train supervisors appropriately

9. Encourage empolyees to fix defects and keep issues logs

10. Create a zero-defects committee

11. Ensure that employees and supervisors understand the steps to quality

12. Demonstrate your company's commitment by holding a zero defects day

13. Goals are set on 30, 60, or 90 day schedule

14. Determine root causes of errors, remove them from processes

15. Create incentives programs for employees

16. Create a quality council and hold regular meetings

17. Repeat from step one

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