Technology Lecture: What is quality and how is it maintained?

Abstract

The nature of quality is examined, both actual and as perceived. The relative importance of various aspects are reviewed and working definitions of quality are proposed. The satisfaction of quality needs is a fundamental part of the design process. High quality is not necessarily commensurate with high cost. An optimum quality level must be achieved at acceptable cost and, in this respect, more attention needs to be given to ‘whole life cost’ rather than simply to initial cost. Such an approach requires a knowledgeable and experienced user of the product who is prepared to face higher initial costs if necessary to minimize his overall operational costs. It is suggested that to achieve and maintain quality, three distinct design objectives have to be fulfilled: design for use, design for maintenance, and design for manufacture. The achievement of all three of these goals simultaneously is no easy task and lack of consideration of any one by the designer may result in failure to achieve the necessary quality. The necessity of applying these design objectives to systems as a whole and not just to single items is recognized. Considerations other than technical factors may influence the choice between articles of adequate quality. The general problems of marketing in a world where politics, currency values and foreign exchange needs can alter terms of trade away from pure ‘quality’ and free market considerations are considered. The conclusion reached is that design in all its aspects is the most important factor in determining the overall quality of manufactured goods. Comments are made on the present status of the design process in the U.K., and ways in which Government, the educational system, Industrial Training Boards and companies themselves can influence progress towards better standards of design are suggested. Greater dedication to the achievement of the necessary levels of quality if British products are to compete effectively with those designed and manufactured elsewhere is an urgent requirement.