# Quality - Two types of Quality - **Performance Quality:** Design specifications and defined features - **Conformance Quality:** Execution of specifications and processes. After a product or service is defined, ongoing focus is conformance to the specification 100% of the time. - W. Edwards Deming and J.M. Juran in Japan - Total Quality Management (TQM) -- Quality extended to the entire organization - Everyone in the workplace is responsible for quality - Everyone has a direct customer - ISO 9000 Quality Standards - International Organization for Standardization - ISO 9001:2008 -- Standard for Quality Management System that can be certified - Cost of Poor Quality -- Up to 10-15% of the revenue is lost in inefficiencies in a 3-sigma company - Returns - Warranties - Scrap - Quality team/Inspections - Lost sales and revenue - Unsatisfied / lost customers - Poor asset utilization - Inefficiencies throughout organization - Excess inventories - Expediting costs - Re-work - Long cycles (production, delivery, collection) ## Foundation - Quality is **Conformance to the specifications**! - "85%" of the responsibility for quality is **leadership** - Leadership role is to provide [[#Tools|tools]], training and culture - Quality, Safety, Cost and Delivery are Equals - Everyone must be a **zero defect producer** -- do it right the first time - Everyone must be an **inspector** –- catch defects as they happen - The system of Quality is **prevention** - The performance standard is **Zero Defects** - The measurement of Quality is the **cost of non-conformance** ## Tools - [[six-sigma|6 Sigma]]