Product Quality Basic Concepts

Slide 1
Lecture 1
Slide 2
Topics of this Lecture

1. Concepts of quality
2. Quality dimensions
3. Quality hierarchy
(QC, SQC, SPC, QA,
TQM)
4. Standards &
Specifications of
Quality
5. Quality gurus
Product Quality
Basic Concepts
Dr. Dang Quoc Tuan
Department of Food Technology
International University
Department Food Technology
Food Quality Assurance Systems
Slide 3
Slide 4
Concept of Technology
TECHNOLOGY=
1. Quality definition
Materials
Methods (production procedures)
Machines
Organization (management)
In technical usage, quality can have two

meanings:
Materials
Transformation
Products
Procedures
Machines
Finance
Efficiency
Quantity
the characteristics of a product or service that bear

on its ability to satisfy stated or implied needs, and
a product or service free of deficiencies
Quality
Slide 5
Quality: definition
ASQ (American Society for Quality) - quality

is a subjective term for which each person has
his or her own definition
Slide 6
Quality: definition
ISO 8402/ISO 9000:
(Bergman and Klefsj, 1994):
Quality is the totality of features and

characteristics
of a product or service that bear on its ability to
satisfy stated or implied needs
The quality of a product (article or service) is

its ability to satisfy the needs and
expectations of the customers
Armand Feigenbaum, 1961- author: Total Quality Control
USDA Marketing Workshop Report (1951):
It is the combination of attributes or

characteristics of a product that have
significance in determining the degree of
acceptability of the product to a user
Quality is a customer determination based on the

customers actual experience with the product or service,
measured against his or her requirements - stated or
unstated, conscious or merely sensed, technically
operational or entirely subjective - and always
representing a moving target in a competitive market.
Slide 7
Slide 8
Defining Quality- Different Views
Customers view (more subjective)
the quality of the design (look, feel, function)

product does whats intended and lasts
3 Dimensions of Quality:
Producers view
2. Aspects & Dimensions

of Quality
conformance to requirements (Crosby)

costs of quality (prevention, scrap, warranty)
increasing conformance raises profits
1.
2.
3.
Governments view
Design:
Conformance:
Performance:
products should be safe

not harmful to environment
7
2. Dimensions of Quality
Slide 9
8 Dimensions of Quality
Slide 10
(by David Garvin)

1.
2.
3.
4.
5.
6.
7.
8.
Performance - primary operating characteristics

Features - add. characteristics enhancing
product appeal
Reliability - probability of operating for specific
time and conditions of use
Conformance - degree to which characteristics
match standards
Durability - amount of use before deterioration or
replacement
Serviceability - speed, courtesy, and competence
of repair
Aesthetics - look, feel, sound, taste, smell
Perceived quality- reputation, brand name, image
( = impression)
Slide 11
Slide 12
Key Dimensions of Service Quality

1.
2.
3.
4.
5.
Reliability ability to provide what was

promised
Assurance knowledge and courtesy of
employees and ability to convey trust
Tangible physical facilities and appearance of
personnel
Empathy degree of caring and individual
attention
Responsiveness willingness to help
customers and provide prompt service
Importance of Customer
Satisfaction and Loyalty
Satisfaction is an attitude; loyalty is a
behavior
Loyal customers spend more, are willing to
pay higher prices, refer new clients, and are
less costly to do business with
It costs five times more to find a new customer
than to keep an existing one happy
Slide 13
Importance of supply chain

management
Slide 14
Customer expectations
This
is where quality programs begin
Marketing has defined the customer

expectations
Product development has created a product
that meets those expectations
Engineering has designed a process to make
the desired product
After all, QA must design a control system
that verifies that everything is working as
designed
Many
quality problems are caused by

defective purchased material (Crosby
50%)
Suppliers often represent a large % of
manufacturing costs
Need for coordinating quality
requirements with suppliers
Slide 15
Slide 16
History of Quality Paradigms
Shift from Quantity to Quality
Isolated
Economies
Period of
change from
quantity to
quality
Focus on
quantity
PrePre-World War II
Focus on
quality
1945
QC
Global
Economy
1990
1990s
TQM
QA
Customer-craft quality paradigm:

design and build each product for a particular customer.
producer knows the customer directly.
Mass production and inspection quality paradigm:
focus on designing and building products for mass
consumption.
larger volumes will reduce costs and increases profits.
push products on the customer (limit choices).
quality is maintained by inspecting and detecting bad
products.
TQM or Customer Driven Quality paradigm:
potential customers determine what to design and build.
higher quality will be obtained by preventing problems
Slide 17
Why Quality Improvement?
Two Contrasting Approaches
Slide 18
Foreign markets have grown

Import barriers and protection are not the
answer
Consumers are offered more choices
They have become more discriminating
Consumers are more sophisticated
They demand new and better products
Passive
/ Reactive
Setting acceptable
quality levels
Inspecting to
measure
compliance
Proactive
/ Preventive
Design quality in
products and processes
Identify sources of
variation (processes and
materials)
Monitor process
performance
Global Competition
Economic and political boundaries are slowly
vanishing
Flat world
Slide 19
Why Quality Improvement?
How Do Organizations Compete?

Most
It pays
Less rework, fewer mistakes, fewer delays,
and better use of time and materials
In United States today, 15 to 20% of the
production costs are incurred in finding and
correcting mistakes
Slide 20
common competitive measures:
Quality (both real and perceived)

Cost
Delivery (lead time and accuracy)
Other
measures
More than corporate profits are at risk; the

challenge is to the American standard of living
safety,
employee morale,
product development (time-to-market,
innovative products)
Slide 21
Quality Control
3. The Quality Hierarchy

Total Quality
Management
Prevention
SPC
Incorporates QA/QC
activities into company-wide
system aimed at satisfying
the customer
Actions to insure products or
Quality Assurance services conform to company

requirements
Quality Control
Detection
SQC
Inspection
Operational techniques to make

inspection more efficient and to
reduce the costs of quality
Inspect products
SQC: statistical quality control

SPC: statistical process control
Slide 22
Quality control (QC)

Insure quality of finished product by inspecting
at several important control points
Raw materials
In-line processing
Final product
Storage
Chemical composition and understanding of
chemical reactions and mechanisms are vital to
QC
Lots and lots of jobs in the food industry in QC
Slide 23
Quality Control
Slide 24
Quality control
Objective testing for quality
Such testing varies among food products
Concept go no go
Quality control charts - plot quality testing over
time
Establish control limits concept upper &
lower limit
4. Standards &
Specifications
100
Red = out of control
80
Yellow = use caution
60
Green = average
40
20
0
Slide 25
Specifications
Slide 26
Specifications
Specifications may include:
- Materials
- Processes
- Products
- Methods of test
- Criteria for acceptance or rejection
( AQL: Acceptable Quality Level )
- Methods of use
A specification = communication tool to

define reasonable expectations
The spec must be established to satisfy
the customer
Juran: the purpose of a specification
is to define the subject matter of
quality
Slide 28
Product specification
Cultivar or variety
Quality characteristics or tolerance: color,
maturity, freedom of defects, consistency, pH
Size
Pesticide residue level
Handling practice
9 Similar to material specs
Test specification
Process specification
9 May include: T, P, flow rate-velocity, specific
gravities, heat, mass transfer
Provide know-how to operate unit operation
in conformance to products quality
requirements
Slide 27
Material specification
9 Detailed description of how to measure and

evaluate quality characteristics for:
- incoming materials
- processes
- finished products
Slide 29
Standards
A standard is a basis for comparison, a
guide or a level of excellence, a pattern or
an authoritative measure
A basis of weight, measure, value,
comparison or judgment
Types of standards:
- Legal
- Industrial
- Voluntary
- Consumers
Slide 30
(1) Legal Standards:
Established by governmental agencies (FDA)

Mandatory standards to protect health and prevent
deception of the consumer
Concerned with safety, adulteration: salmonella, cholera
Minimum quality standards and standards of identity
Maximum residue level (MRL) of pesticide, additives,
etc.
Concerned with packaging and labeling
Example:
-Mandatory (US- 21 CFR- Code of Federal Regulations Title 21)
-TCVN
Legal standards in VN? What gov. body?

Slide 31
Slide 32
(2) Industrial Standards/

Trade Standards:
(3) Company or Voluntary Label

Standards:
Establish given limits of quality for any given

commodity, by organized group
To assure at least minimum acceptable quality
and to prevent the lowering of standards of the
quality for the products of this industry
Become effective by pressure from marketing
Where legal standards are not involved
Cling peaches, peanut butter, some frozen
foods; coffee, black pepper (in VN)
Established
(4) Consumer or Grade

Standards:
Slide 34
Codex Alimentarius
Joint effort of FAO and WHO

World wide standards, accepted by member
countries (by 2012: 186 members)
Products complying with the standard can be
freely distributed (technical barrier lifted)
Protect the health of the consumer and ensure fair
trade
Many standards been approved and published
Member countries assigned for standard
development:
Canada: labeling
MRL
Switzerland: cocoa, mineral water
MAL
Norway: fish
Food Hygiene
Netherland: pesticide residues
consumers requirements
demands for any given
product
USDA standards for Grades
Military standards
Veterans Administration standards
Grade for cat fish fillet?
Day-to-day
(pollution free, organic, fair trade products,

GAP)
Slide 33
Represent
by various segment of
industry
Represent a consumer image
A trademark or symbol of product quality
In fact, considered as product
specifications
Slide 35
ISO Standards
Slide 36
Methods for Determination of Quality
ISO= International Standard Organization

Based in Switzerland
To facilitate the exchange of goods and service
throughout the world
Member bodies from over 150 countries (by
2010)
(US member body= ANSI)

VN member body?
ISO 9000 series; ISO9001:2008

Adopted and implemented in many countries
Provide guidance in the selection of an
appropriate quality management program for
suppliers operation.
Subjective Methods:
Based on opinions of investigators
It is a physiological reaction as a result:
experience, influence of personal preference
and powers of perception
For qualitative and quantitative values of a
characteristics
Involved various sense organs Sensory
Methods
Flavor, odor, color, texture (touch, feel,
hearing)
Slide 37
Objective Methods (cont.):
Based on observations, where attitudes of

investigator are entirely excluded
Based on recognized standard scientific tests
The human element is excluded
Physical methods
Microscopic methods
Quick, excellent applications
Considerable training
Especially useful in the feed industry
Quickest, least training

Concerned with: size, texture, color, consistency,
imperfections ( ), headspace, fill, drained weight, vacuum, net
weight
Chemical methods
Quantitative chemical evaluation of food nutritive values and

Quality level: they are tedious, time consuming, expensive
Quick tests: enzyme, moisture, fiber, pH, acidity
NIR techniques: fast and reliable
Common Physical Test for Food Products
Slide 40
Weight loss due to evaporation
Based on color discs or standards

Light reflectance at different wavelength
Flow through capillary tube
Rotating spindle immersed in fluid
Time for weight to fall through a tube
Fat-Oil
Ether extraction
Protein
Kjeldahl ( Macro, Micro) - Total Nitrogen General conversion index
Carbonhydrates
Molischs general test
Color reaction with naphthol
Fiber
NaOH extraction residue
Organic residue, including cellulose and lignin
Ash and
Minerals
Enzymes
Burn at 550C
Weight residue after incineration

Specific minerals then by specific chemical rections
Chemical reactions with H2O2 and/or Indicators
Vitamins
Specific checila or
Bioassay tests
HPLC or some standard analytical procedures
pH, acidity
H+ concentration: pH
meter or titration
Acidity or Alkalinity
Chlorine
Chemical titration
Chlorine Residuals
Test for firmness, softness and yielding quality

Chewiness, fibrousness, grittiness
Texture tenderness, shear value
Gross, Net, Drained weight and Fill of container

Seal evaluation
Uniformity and Classification
Blemishes, extraneous matter, inedible parts
Slide 41
Concentration of dissolved solids (Refractometerindex)

Reaction of water with specific chemicals
Extraction with petroleum ether of dried, ground
materials
Catalase, peroxidase
Slide 42
Official Methods of Analysis in the Food Industry
AOAC- The Association of Analytical Communities
Common Chemical Test for Food Products

Drying
Hydrometer
Titration
Official Methods of Analysis in the Food Industry
Moisture
Solids
Specific Gravity
Color difference meter

Munsell color system
Spectrophotometry)
Measured differences in tristimulus values
Color
Count or Size
measurement
Description
Description
Defects
Micro-organisms causing spoilage and fermentation

changes
Test
Test
GOSUC or Oswald
viscometer
Rotating spindle
Falling weight
Finger feel
Texture
Mouth feel
Tenderness
Texture meter
Tenderometer
Container
Weight, vacuum,
Volume
Seal integrity
Symmetry,
Weight, Volume,
Size, and Shape Length, Width,
Diameter
Slide 39
Adulteration and Contamination.

Presence of bacteria, yeast, mold, insect fragments, insect
excreta
Foreign materials (in fish meal, milk, etc.)
Differentiation between Cell Types, Tissue Types, and
Microorganisms of Various Stored Foods:
Tissue Testing
Stored foods in the tissue of plant materials
Chemical
Factor
Physical
Factor
Viscosity
Consistency
Rheology
Slide 38
(as component of standards)
Objective Methods:
Formerly: Association for Official Analytical Chemists, since 1884.

Proactive, world-wide provider and facilitator in development, use and harmonization of validated methods; Lab QA
programs and services
Method to be tested by other scientists for at least 2 years before adoption
Are often specified by the FDA and FSIS (USDA- Food Safety and Inspection Service)
AACC- The American Association of Cereal Chemists

Found 1915, Standardizing methods of analysis among cereal Labs
Adoption process consistent with that used by AOAC International
Methods are continuously reviewed, critiqued, updated and revised.
AOCS- The American Oil Chemists Society
A set of Official Methods and Recommended Practices
400 methods relating to fats, oils, oilseeds, oilseed protein, soaps, fatty acids, oleochemicals, glycerin,
lecithin technology
Regularly updated
APHA- The American Public Health Association
Broad set of issues concerning public heath and environment
Compendium pf Methods for Microbiological Examination of Foods; Standard Methods for the
Examination of Dairy Products; Standard Methods for the Examination of Water and Wastewater
ASTA- The American Spice Trade Association
Since 1907, US-based; world-wide membership in the spice industry (34 spice producing nations)
ASTA Analytical Methods: recognized methods for analysis of spice and derived products
FCI- The Food Chemicals Codex
Found 1915, Standardizing methods of analysis among cereal Labs
ISO- International Standard Organization Methods
Example: ISO-939:1980- determination of moisture content
TCVN- Vietnam National Standards
Example: TCVN 7038:2002- Determination of total ash
TCVN usually equivalent to ISO versions.
Official Methods of Analysis in the Food IndustrySlide 43
Slide 44
5. Quality Gurus
Frederick Taylor
Wlater A. Shewhart
W Edwards Deming
Joseph Juran
Philip Crosby
Armand Feigenbaun
Shigeo Shingo
Kaoru Ishikawa
Yoshio Kondo
Taiichi Ohno\
Genichi Taguchi
Slide 45
Readings:
Vasconcellos,
J. A. 2005. Quality
Assurance for a Food Industry-Practical
Approach. CRC Press. Boca Raton. ,
Ch. 1, Ch. 2 (p. 43-71).
W.A. Gould. 2001. Total Quality
Assurance for the Food Industries. CTI
Publications, Inc. Maryland. (Ch. 1, 2, 13,
14).
1

Product Quality Basic Concepts

Hochgeladen von

Dokumentinformationen

Originalbeschreibung:

Originaltitel

Copyright

Verfügbare Formate

Dieses Dokument teilen

Dokument teilen oder einbetten

Freigabeoptionen

Stufen Sie dieses Dokument als nützlich ein?

Sind diese Inhalte unangemessen?

Copyright:

Verfügbare Formate

Product Quality Basic Concepts

Hochgeladen von

Copyright:

Verfügbare Formate

Slide 1

Topics of this Lecture

Department Food Technology

Food Quality Assurance Systems

Department Food Technology

Food Quality Assurance Systems

In technical usage, quality can have two

the characteristics of a product or service that bear

Department Food Technology

Food Quality Assurance Systems

ASQ (American Society for Quality) - quality

Department Food Technology

Food Quality Assurance Systems

ISO 8402/ISO 9000:

(Bergman and Klefsj, 1994):

Quality is the totality of features and

The quality of a product (article or service) is

USDA Marketing Workshop Report (1951):

It is the combination of attributes or

Department Food Technology

Food Quality Assurance Systems

Quality is a customer determination based on the

Department Food Technology

Food Quality Assurance Systems

Defining Quality- Different Views

Customers view (more subjective)

the quality of the design (look, feel, function)

2. Aspects & Dimensions

conformance to requirements (Crosby)

products should be safe

Department Food Technology

Food Quality Assurance Systems

Department Food Technology

Food Quality Assurance Systems

(by David Garvin)

Department Food Technology

Food Quality Assurance Systems

Performance - primary operating characteristics

Department Food Technology

Food Quality Assurance Systems

Key Dimensions of Service Quality

Reliability ability to provide what was

Department Food Technology

Food Quality Assurance Systems

Department Food Technology

Food Quality Assurance Systems

Importance of supply chain

is where quality programs begin

Marketing has defined the customer

quality problems are caused by

Department Food Technology

Food Quality Assurance Systems

Department Food Technology

Food Quality Assurance Systems

History of Quality Paradigms

Shift from Quantity to Quality

Department Food Technology

Food Quality Assurance Systems

Customer-craft quality paradigm:

Department Food Technology

Food Quality Assurance Systems

Why Quality Improvement?