-> DEF 1: Capability to satisfy (expressed nd unexpressed) customer needs

-> DEF 2: all information affecting the customer satisfaction

The 4 Vs:

VOLUME	-> DEF: amount of data generated every second Data at Rest
VELOCITY	-> DEF: speed at which new data is generated and the speed at which data moves around Data in Motion Big data allow us to analyse data while it’s being generated (without putting in DB)
VARIETY	-> DEF: different types of data we can use now Data in Many Forms 80% of world’s data are unstructured
VERACITY	-> DEF: refers to mwssiness or trustworthiness of the data Data in Doubt
VALUE	-> DEF: how we turn data in value

Type of Data:

PRODUCT DATA
PROCESS DATA

Quality Costs:

-> Different types of cost are associated to quality:

CUSTOMER COSTS:	COMPANY DIRECT COSTS:	INDIRECT COSTS:
Amount of time spent in the service center Customer may have to take time off from employment	Cost of customer service Cost of transportation to the service center Problem diagnosis and repair Cost of storage for the duration Cost of any additional damage occurs under company care Cost of customer loaner for the duration ofthe repay	Customer dissatisfaction

PAF Method (Prevention – Appraisal – Failure):

• COST FOR PREVENTION: cost to prevent non-conformities in products and services
• EVALUATION COST: associated to measures, inspection, audits
• FAILURE COSTS: non conformity
  • Internal (remanufacturing, wastes, redesign, downtime)
  • External (claims, substitutions, discounts for non-conforming, lost commissions)

Zero Defects & Waste Concept:

Zero Defects:

-> DEF: Improving product quality and eliminating waste (avoiding defects = avoid waste)

• Quality defects have significant costs associated with them

Twin Transition: Green & Digital

Green	Digital
-> Zero-defects first-time right VS Zero waste: Reduced TTM Material savings Resource savings (energy) Redouced scrapes and rework	Massive data Multi-stream High velocity Big data Fast reaction Decision making Edge computing distributed data

Quality of Design and Quality of Conformance:

The GAP model:

-> DEF: the customers lack-of-satisfaction may originate from different “gaps” between custoemr expectations and the interpretation made by the company.

• BLU vertical LINE: devide the customer world (right) from the company provider (left)
• There is connection between customer satisfaction and quality of the product.

-> LAW: The customer is dissatisfied if the quality is not the one expected.

• Huge gap => Customers dissatisfied

• Expected quality: is affected by three things…
  • Past experience: personal part experience of the customer.
  • Informal communication: what

The New Paradigma of Quality:

-> Quality is not anymore seen as just conformance to requirements or fitness to use that focus on the producer part.

Quality of Design:

-> DEF: quality which the producer or supplier is intending to offer to the customer.

• Designer should consider customer’s requirements in order to satisfy them.

-> Specifications are target and tolerances determined by the designer of a product.

• Targets are the ideal values for which production is expected to strive;
• Tolerances are acceptable deviations from these ideal values as it is difficult to meet the exact targets all the time due to variability in material, machine, men and process

-> SPECIFICATION:

• Nominal value: the desired measure, the target.
• Tolerance Interval:

=> Each time the measure is between these two limits I like it:

• Not always the two limits are coexisting;
• Not always the target is exactly in the middle of the specification limit interable.

Quality of Conformance:

-> DEF: level of the quality of product actually produced and delivered through the production or service process of the organization as per the specifications or design.

💡When the quality of a product entirely conforms to the specification (design), the quality of conformance is deemed excellent.

-> The six sigma quality performance: let’s analyze a process characterized by very low nonconforming rate 0.002 PPM (process has the mean on the target)

Quality of Design & Quality of Conformance:

=> A New Definition of quality born:

• Quality as capability to satisfy (expressed & unexpressed) customer needs
• Quality should be oriented to current & future needs of customers.
  • Focus on the customer
  • From quality inspection to quality evaluation.