Quality Management And Quality Assurance Expert (Accredited)

Compare destructive testing, which destroys the item to test limits during design, with non-destructive testing used in maintenance to verify usability without damage.

Explore widely used destructive testing methods, including corrosion, tensile, fatigue, impact, and residual testing; assess material responses to environmental conditions, cyclical loads, and drilled-hole traces.

Explore non-destructive testing methods that keep the test item intact, starting with visual inspection and then focusing on dye penetrant and ultrasonic testing.

Dye penetrant testing, a non-destructive method, locates cracks by applying dye, cleaning, washing, and using a developer to reveal crack locations on the surface.

Leak testing, a non-destructive method, detects leaks in systems such as pipes and fuel systems by methods like bubble emission, pressure decay, and thermal imaging.

Radiographic testing, a form of non-destructive testing, uses x-rays and gamma rays to image density differences, revealing cracks, voids, and inclusions in metals.

Explore ultrasonic testing as a non-destructive method using high-frequency sound to assess thickness, voids, and inclusions in metals, with real-time results and practical comparisons to x-ray and gamma methods.

Examine why VHS triumphed over Betamax in 1985 by highlighting that consumer quality perception, not just technical metrics like resolution and capacity, rests on aligning metrics with the customer's view.

The lecture defines accuracy and precision in measurement, explains calibration of devices, and uses a sound level meter to show readings that are accurate, precise, or both.

Explore key quality metrics mttf, mtbf, and mttr; learn to compute mean time to failure, mean time between failures, and mean time to repair using practical examples.

Defect density, a quality management metric, measures defects per unit of measurement with flexible units; for example, 10 defects in 10,000 lines equals 0.001 per line.

Learn how net promoter score (NPS) segments customers into promoters, passives, and detractors, computes promoters minus detractors, and reveals missing quality metrics that shape customer perception.

Explore additional quality metrics, including defect rate per total production or a sample, return rate, first pass yield (fp y), scrap rate, and lead time.

Explore rolled throughput yield, computed by multiplying first pass yield across multiple process steps to gauge overall rework risk, using data entry, phrasing, and assembly as an example.

COPQ, the cost of poor quality, sums internal and external prevention and appraisal with internal and external failure to quantify quality costs and guide decisions on quality improvement investments.

Explore William Edwards Deming's impact on quality management, including his 14 points, system thinking, and the PDCA cycle (plan-do-check-act) for continuous improvement.

Explore Deming's 14 points of management, part 1, as scholarly viewpoints, noting their controversy and debates over targets and quotas within quality management and quality assurance.

Apply Deming's first two points by creating a purpose for constant improvement and embedding the philosophy in management. Reduce inspections, embrace poka yoke, and prioritize long-term supplier relationships over price.

Deming's 14 points emphasize continuous improvement, kaizen-driven quality, adapting to evolving customer needs, and training and leadership that drive out fear to sustain quality.

Deming's points 9–14 urge breaking departmental barriers, eliminating quotas and empty targets, and promoting pride in workmanship through education and universal quality responsibility.

Servqual introduces the insight that service quality is the product of experience and expectations, reshaping customer satisfaction across restaurants, health care, banking, and it.

Explore the Servqual framework for service quality, originating in the late 1980s, focusing on five dimensions—tangibles, reliability, responsiveness, assurance, and empathy—and the perception–expectation gap, with noted criticisms.

Examine why SERVQUAL remains relevant despite criticisms and measurement challenges in quality management. Explore how Garvin's eight dimensions and imperfect measurement shape its ongoing use in the service sector.

Map risks with event tree analysis by defining a starting event, listing control measures such as automatic power backup and gasoline backup, and calculating outcome probabilities to decide actions.

Explore adding event probabilities and categorizing outcomes into high, medium, and low consequences in event tree analysis. Multiply probabilities to compute outcomes and guide prioritization of high-consequence scenarios.

The bow tie diagram helps identify a stage collapse risk, its causes like overload, improper setup, and weather, plus preventive measures, effects, and a recovery plan.

Explore the audit process in quality management and quality assurance to meet norms and standards, and learn how to sample from a broader population of products and services.

Learn the three audit types: first party, second party, and third party, and how they verify internal processes, supplier traceability and standards, and audits by external organizations.

End users rate experiences as good, neutral, or bad to supplement audits when extensive auditing is impractical, with bad trends prompting special observation while noting potential abuse.

Implement poka-yoke principles to make processes mistake-proof and reduce audits. RFID-tagged surgical devices enable computer validation before, during, and after surgery, highlighting issues and eliminating post-procedure inspections.

Explore how the Oba, the Openbare Bibliotheek Amsterdam, measures visitor experiences across study spaces, book collections, exhibitions, theater, dining, and conference rooms, guided by Anita the quality manager.

Learn how to define a population, determine sample size, and compare probability versus non-probability sampling to obtain a representative sample that reflects population diversity and proportions.

Explore non-probability sampling, including convenience, quota, and snowball methods, and learn how these techniques affect representativeness when population elements do not share equal chances.

Explore probability sampling, where every population element has the same chance, improving representativeness over non-probability methods, and learn robust techniques like stratified and systematic sampling.

Explore simple random sampling, assigning numbers to population elements and using a random number generator to select the sample, while noting the need for a good population overview.

Systematic sampling starts by assigning numbers to each element, then selecting every k-th item, where k equals population size divided by sample size; initially, all elements have the same chance.

Stratified sampling yields representative samples by forming strata from population characteristics and applying systematic or simple random sampling within each stratum; it requires data and isn’t always feasible.