1st Edition

Quality Assurance Applying Methodologies for Launching New Products, Services, and Customer Satisfaction

By D. H. Stamatis Copyright 2016
    652 Pages
    by CRC Press

    652 Pages 136 B/W Illustrations
    by CRC Press

    Although regularly introducing new products or services is the lifeblood of most industries, bringing them to market can be fraught with peril. Timing, cost, and quality all play important roles in a successful product launch and avoiding expensive — often in more than just dollars — recalls and redesigns. Quality Assurance: Applying Methodologies for Launching New Products, Services, and Customer Satisfaction details continual improvement (CI), a proven process for avoiding common problems and creating customer satisfaction.

    The book explores the three fundamental approaches required to create a truly CI culture in any organization: a) consistent philosophy of improvement by management, b) receptive organizational culture, and c) the entire culture of the organization must be willing to make decisions based on measurement and data. It outlines the seven principles: research/plan, assure, explain, prioritize, demonstrate, confirm, and show. However, as with CI itself, this attitude must be incorporated into the processes of any organization and create products or services for the market place that will delight customers rather than just satisfying them.

    Time and cost constraints are the biggest culprits here, not any one person’s lack of due diligence. When this happens, organizations must look at the bigger picture internally and identify it as a system problem. Based on the author’s 35 years of experience, this book covers the essential items for doing the right thing the first time especially during launching a good product and/or service to the customer. It identifies key indicators and methodologies that will help you attain excellent performance, delivery, and cost with both the customer and supplier. In other words, by following these methodologies and indicators, the job will get done right the first time.

    Part One: Original Equipment Manufacturing (OEM) Responsibilities: Timing (Product Development). Basic OEM Quality System. . Manufacturing (facility) Site Assessment (MSA). Sourcing. Segmentation. Supplier Development. Role of Supplier Technical Engineer. Part Two: Supplier Responsibilities: Commitment to Continual Improvement. Lean Manufacturing. Quality Operating System (QOS). Certification to the International Standard and Customer Specific Requirement. Statistical Process Control (SPC). Problem Solving Methodology. Internal Audits. Poka-Yoke. Measurement System Analysis (MSA). Supplier’s Perspective of APQP. Supplier’s Perspective on the PPAP. Capacity Analysis. Geometric Dimensioning and Tolerance (GD&T). A Typical Detailed Expectation List of a Site Assessment by the Customer to the Supplier’s Facility. PPAP Checklist. Mistake Proofing. Preparation for an Audit. Miscellaneous Forms. Glossary. Selected Bibliography.


    Dean H. Stamatis is the president of Contemporary Consultants Co., in Southgate, Michigan. He is a specialist in Management Consulting, Organizational Development, and Quality Science. He has taught Project Management, Operations Management, logistics, Mathematical Modeling, Economics, Management and Statistics for both graduate and undergraduate levels at Central Michigan University, University of Michigan, ANHUI University (Bengbu, China), University of Phoenix, and Florida Institute of Technology. With over 30 years of experience in management, quality training and consulting, Dr. Stamatis has serviced numerous private sector industries including but not limited to: Steel, Automotive, General manufacturing, tooling, electronics, plastics, food, navy, department of defense, pharmaceutical, chemical, printing, healthcare and medical device.He is a certified Quality Engineer through the American Society of Quality Control, certified Manufacturing Engineer through the Society of Manufacturing Engineers, certified Master Black Belt through IABLS, Inc. and he is a graduate of BSi’s ISO 900 Lead Assessor training program.Dr. Stamatis has written over 70 articles, presented many speeches and has participated in both national and international conferences on quality. He is a contributing author on several books and the sole author of 42 books.