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September 20, 1999. What is Quality?. Anthony Marchese. Mechanical Engineering Rowan University Henry M. Rowan Hall 201 Mullica Hill Rd. Glassboro, NJ 08028. Sophomore Engineering Clinic I. Objectives What is Quality?. After this presentation you will be able to:

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what is quality

September 20, 1999

What is Quality?

Anthony Marchese

Mechanical Engineering

Rowan University

Henry M. Rowan Hall

201 Mullica Hill Rd.

Glassboro, NJ 08028

Sophomore Engineering Clinic I

objectives what is quality
ObjectivesWhat is Quality?
  • After this presentation you will be able to:
    • Generate a list of customer attributes associated with a “quality” consumer product.
    • Construct a House of Quality to determine how customer attributes map into a set of specific engineering characteristics.
    • Develop a set of engineering specifications for a “quality” consumer product.
what is quality sophomore engineering clinic i4
What is Quality?Sophomore Engineering Clinic I

“Quality. You know what it is, yet you don\'t know what it is. 

...some things are better than others, that is, they have more quality.  But when you try to say what the quality is, apart from the things that have it, there\'s nothing to talk about.  But if you can\'t say what quality is...how do you know that it even exists?  ...but for all practical purposes it really does exist.  Why else would people pay fortunes for some things and throw others in the trash pile?  Obviously some things are better than others...but what\'s the "betterness"? ...What the [heck] is quality?  What is it?”

Zen and the Art of Motorcycle Maintenance

Robert Pirsig, 1974

what is quality sophomore engineering clinic i6
What is Quality?Sophomore Engineering Clinic I

“Beauty is in the eye of the beholder”

In terms of quality, we can restate this as follows:

“Quality is in the eye of the customer”.

Customer Attributes (CA’s)

What are the physical attributes that a customer might associate with a “quality” product?

Customer Attributes are:

vague

subjective

vary with individual based on personal values

customer attributes what is quality
Customer AttributesWhat is Quality?

You are the customer…for the following products, generate a list of customer attributes that you associate with a quality product:

  • portable mp3 player
  • compressor drive shaft
  • Duke Nukem 3D Software
  • guitar effects pedal
  • electronic calipers
  • scotch tape dispenser
  • Coca-Cola bottle
  • hole puncher
  • portable flashlight
  • turbine blade
  • ball bearing
  • soccer ball
customer attributes portable mp3 player
Customer Attributes Portable mp3 Player

Customer Attributes

Looks cool

Looks high tech

Display is easy to read

Holds a lot of music

Easy to use

Buttons feel good to push

Has lots of features

Sounds good

Easy to download files from the web

Light weight

Portable

Clips on to belt

Music doesn’t skip

Battery lasts long

Feels good to hold

Doesn’t break when I drop it

customer attributes rank them on a scale of 1 10 in importance
Customer Attributes Rank them on a scale of 1-10 in importance

Customer Attributes

Looks cool - 8 -

Looks high tech - 6 -

Display is easy to read - 6 -

Holds a lot of music - 8 -

Easy to use - 7-

Buttons feel good to push - 5 -

Has lots of features - 6 -

Sounds good - 10 -

Easy to download files from the web - 6 -

Light weight - 7-

Portable - 8 -

Clips on to belt - 7 -

Music doesn’t skip - 7 -

Battery lasts long - 8 -

Feels good to hold - 4 -

Doesn’t break when I drop it - 7-

engineering characteristics what is quality
Engineering CharacteristicsWhat is Quality?

Engineering Characteristics(EC’s)

What are the engineering characteristics responsible for creating the customer attributes associated with a “quality” product.

Engineering Characteristics are:

specific

technical

can either positively affect or negatively affect a CA

trade-off against one-another

engineering characteristics portable mp3 player
Engineering Characteristics Portable mp3 Player

Engineering Characteristics

weight

size

cost

impact resistance

compression algorithm

power consumption

component reliability

circuit reliability

audio frequency response

random access

sampling rate

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