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Enhancing Quality Through Six Sigma: Key Concepts and Applications

Explore the essence of quality through ISO standards, Juran's principles, Garvin's dimensions, and the Cost of Poor Quality. Learn about VOC and CTQ to meet customer needs effectively.

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Enhancing Quality Through Six Sigma: Key Concepts and Applications

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  1. 6s andQuality Robert Setaputra

  2. Quality • ISO 9000-2000 Standards • Degree to which a set of inherent characteristics fulfills requirements • Juran • Fitness of use • And many others

  3. Quality Dimensions • Garvin’s 8 dimensions of quality • Performance • Features • Reliability • Conformance • Durability • Serviceability • Aesthetics • Perceived Quality

  4. A more recent definition/interpretation • Godfrey • The most fundamental truth is that quality is relative. • If the competitor can produce a similar item and sell it at lower price, we lose. • The customer focuses simply on value, seeing it as a ratio of quality over price. • Only when we offer more value than our competitor do we really succeed.

  5. Cost of Poor Quality (COPQ) • Internal failure costs • External failure costs • Appraisal costs • Prevention costs • Non-value added activities costs

  6. 6s and Quality: VOC • Voice of Customer (VOC) • Customers’ needs and expectations. • Customer is any person or organization that receives a product or service from a process. • 2 ways to obtain VOC • Active • Reactive

  7. 6s and Quality: CTQ • Critical to Quality (CTQ) • Obtained from VOC • What is important to our customers? • Ex. Fast Food’s Drive Through Window • Tied to project metrics

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