Quality management

Abstract

The subject of quality in design process improvement can be considered from a number of perspectives. Indeed, it is quite possible that a survey of engineers could elicit views of the subject that differ markedly.Therefore, the treatment given here does not represent any specific school of thought or narrow perception of the subject. Rather, we cover a diverse range of topics that are influential on our theme of design process improvement and of interest to design practitioners. Design activities and their timing, the use of appropriate design tools, human factors and, most importantly, satisfying the clients are discussed. No narrow definition of the client is assumed.The word client is understood here to include consumers who purchase products, internal clients within a company, services to another company, society at large or the environment. Thus, design activities may pertain to products and systems both large and small. To achieve high-quality design, the design team must understand what is required by the client and what will best fulfil the client needs. Such a simple statement belies the difficulties that may be encountered. For example, does the client really know what he wants, has he thought through his needs in depth, does the design team believe mistakenly that they know best, and in a long project will the client perspective be lost? Given a clear understanding of the client needs, the design team must undertake their work effectively and efficiently to create the desired outcome. This can involve a diverse range of activities ranging from conceptual to detailed design. Different thinking skills must be employed; for example, there will be times when divergent thinking and solution finding will be at a premium, whereas at other times convergent analytical ability will be essential to produce a quality product.The literature contains many design methods (tools) which are highly valuable when used competently and at the correct time. But used wrongly or inappropriately, the same design tools will achieve a poor quality outcome. Finally, it is people who will carry out the design work and, in addition to their ability to perform certain tasks, they have certain attributes that are highly influential on the outcome of any design activity. High-quality people who are unduly influenced by their personal traits will not achieve quality design outcomes. The following sections explore the above factors, but it is not possible to provide a fully comprehensive treatment.The aim is to cover the topics noted in sufficient depth to be of use to practising engineers and to give references to enable further in-depth study if the reader is so minded. © Springer-Verlag London Limited 2005.