Int 327 ch01

Quality Improvement (Formerly titled Quality Control 8th Edition)

PowerPoint presentation to accompany Besterfield, Quality Improvement, 9th edition

Chapter 1 Chapter 1 Introduction to Introduction to

QualityQuality

Quality Improvement, 9eDale H. Besterfield

© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved

Textbook Outline

Introduction to Quality ImprovementLeanSix sigmaSPCControl Charts for VariablesAdditional SPC techniques for Variables

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Outline (Continued)

ProbabilityControl Charts for AttributesSamplingReliabilityManagement and Planning ToolsExperimental DesignTaguchi’s Quality Engineering

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Learning ObjectivesWhen you have completed this chapter you should be able to:

Define quality, quality control, quality improvement, statistical quality control, quality assurance, and process.

Be able to describe FMEA, QFD, ISO 9000, ISO 14000, Benchmarking, TPM, Quality by Design, Products Liability, and IT

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Definitions Quality• Ratio of the perceptions of performance to expectation.• ASQ—Each person or sector has its own.• ISO 9000—Degree to which a set of inherent characteristics fulfills

requirements.• All of the above.

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Definitions (Continued)Quality Control--Use of techniques to achieve and sustain the quality.Quality Improvement--Use of tools and techniques to continually improve

the product, service, or process.Statistical Quality Control—Use of statistics to control the quality.



Definitions (Continued)

Quality Assurance--Planned or systematic actions necessary to provide adequate confidence that the product or service will satisfy given requirements.

Process--Set of interrelated activities that uses specific inputs to produce specific outputs. Includes both internal and external customers and suppliers.



Quality Improvement Tools

The previous textbook outline slide provides the tools covered.Tools covered briefly in this chapter are:

FMEA, QFD, ISO 9000, ISO 14000, Benchmarking, TPM, Quality by Design,Products Liability, IT

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Failure Mode & Effect Analysis (FMEA)• Identifies foreseeable failure modes and plans for elimination.• Group of activities to:

• Recognize and evaluate potential failures,• Identify actions that could eliminate or reduce them,• Document the process.

• Two types – design and process.



Quality Function Deployment (QFD)• Identifies and sets priorities for process improvement.• Multifunction team uses ‘voice of the customer’ to achieve results

throughout the organization.• It reduces start-up costs and design changes that lead to increased

customer satisfaction.



QFD (Continued)

• Answers the following questions:1.What do customers want?2.Are all wants equally important?3.Will delivering perceived needs yield a competitive advantage?4.How can we change the product, service, or process?5.How does a change affect customer perception?



QFD (continued)

6. How does a change affect technical descriptors?7. What is the relationship between parts deployment, process planning, and

production planning?



ISO 9000 (QMS)• ISO Stands for International Organization for Standards.• QMS stands for Quality Management System.• The standard, recognized by over 100 countries, is divided into

three parts.• Fundaments and vocabulary,• Requirements, and• Improvement guidance.



ISO 9000 (Continued)• Five clauses of the requirement’s part are:

• Continual improvement• Management Responsibility• Resource Management• Product Realization• Measurement, Analysis, and Improvement

• Related to customer requirements and satisfaction.



ISO 14000 (EMS) International standard for an environ-mental management

system (EMS). Describes the requirements for registration and/or self-

declaration. Requirements based on the process--not on the products or

services. Continual improvement for environmental protection.



ISO 14000 (Continued)

• The four sections are:• Environment policy,• Planning, implementation, & operations,• Checking and corrective action,• Management review.



BenchmarkingBenchmarking• Benchmarking was developed by Xerox in 1979. The idea is to find

another company that is doing a particular process better than your company, and then, using that information to improve the process.

• Constant testing of industry’s best practices.



Total Productive MaintenanceTotal Productive Maintenance• Total Productive Maintenance (TPM)is a technique that

utilizes the entire work force to obtain the optimum use of equipment.

• The technical skills in TPM are: daily equipment checking, machine inspection, fine-tuning machinery, lubrication, trouble-shooting, and repair.



Quality by DesignQuality by Design• Quality by Design is the practice of using a multidisciplinary team to

conduct product or service conception, design, and production planning at one time.

• The major benefits are faster product development, shorter time to market, better quality, less work-in-process, fewer engineering change orders, and increased productivity



Products LiabilityProducts Liability Consumers are initiating lawsuits in record numbers as a result of injury,

death, and property damage from faulty product or service design or faulty workmanship.

Reasons for injuries:

Behavior or knowledge of the user. Environment where the product is used. Design and production of the item.



Information TechnologyInformation Technology

• Information Technology is defined as computer technology (either hardware or software) for processing and storing information, as well as communications technology for transmitting information.



Computer Program• EXCEL has the ability to perform calculations using Formulas/More

Functions/Statistical and Formulas/Math & Trig Tabs.• There are EXCEL program files on the website (

www.pearsonhighered.com/besterfield) that will solve many of the exercises.

• Bill Gates—Automation applied to an inefficient operation will magnify the inefficiency.

http://www.pearsonhighered.com/besterfield



Instructor

The remaining slides are from the 8th edition.



The Dimensions of QualityDIMENSIONDIMENSION MEANINGMEANINGPerformance Primary product characteristicsFeatures Secondary characteristicConformance Meeting specifications or industry

standardsReliability Consistency of performance over timeDurability Useful lifeService Resolution of problems and complaintsResponse Human-to-human interfaceAesthetics Sensory characteristicsReputation Past performance and other intangibles

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Historical Review

Skilled craftsmanship during Middle AgesIndustrial Revolution: rise of inspection and separate quality

departmentsStatistical methods at Bell System (1924)The American Society for Quality (1946)Deming (1950)Juran (1954

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Historical Review (Continued)

First Quality Control Circles (1960)1980s

TQM Statistical Process Control, SPCMalcolm Baldrige National Quality AwardTaguchi

ISO (1990)Via Internet (2000)

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Responsibility for Quality

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CustomerCustomer

ServiceService

Packaging andPackaging andStorageStorage

InspectionInspectionand Testand Test

ProductionProductionProcessProcessDesignDesign

ProcurementProcurement

DesignDesignEngineeringEngineering

MarketingMarketing

QualityQualityProductProduct

OrOrServiceService



Responsibility for Quality

MarketingHelp to evaluate the level of product quality that a

customer wants, needs.. Design EngineeringTranslate the customer’s requirements into operating

characteristics, exact specifications, and appropriate tolerances

ProcurementResponsible for procuring quality materials and

components

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Responsibility for Quality (Continued)Process DesignDevelops processes and procedures

that will produce a quality product/serviceProductionProduce quality products and servicesInspection and TestAppraise the quality of purchased and manufactured items

and to report the results

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Responsibility for Quality (Continued)Packaging and Storage

Preserve and protect the quality of the productInspection and TestAppraise the quality of purchased and manufactured items and to

report the resultsServiceFully realizing the intended function of the product during its expected

life

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Chief Executive OfficerThe highest-ranking executive officer within a company or corporation, who has responsibility for overall management of its day-to-day affairs under the supervision of the board of directors

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Chief Executive Officer (Continued)Ultimate responsibility for quality35% of the time is spent on qualityQuality performances

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Computers & Quality Control

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Can be programmed to perform complex calculations, to control a process or test, to analyze data, to write reports, and to recall information on command



Computers & Quality Control (Continued)Benefits:

Information is stored in the computer and transmitted efficiently to remote terminals

Information is provided to employee at the same time the work assignment is given

Ability to quickly update or change the informationThe probability of fewer errors

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Computers & Quality Control (Continued)Benefits:Powerful tool to help in the improvement of qualityThe use of computers in quality is as effective as the people who

create the total system

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Computers & Quality Control (Continued)Quality functions needs:Data collectionData analysis and reporting

Statistical analysisProcess controlTest and inspectionSystem design

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Computers & Quality Control (Continued)Data collection:The decision as to how much data to collect and analyze is based

on the reports to be issued, the processes to be controlled, the records to be retained, and the nature of the quality improvement program

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Computer & Quality Control (Continued)Data collection cont’d.:

Computers are well suited for the collection of dataFaster data transmission, fewer errors, and lower collection costs can be

achievedMultiple sources of data can be usedIdentifiers are necessary for data analysis, report preparation, and record

traceability

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Computers & Quality Control (Continued)Data analysis and reporting:

Quality info is stored in the computer for retrieval at a future time, analyzed, reduced, and disseminated in the form of a report

The analysis, reduction, and reporting are programmed to occur automatically in the system

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Computers & Quality Control (Continued)Data analysis and reporting cont’d.: Data can be easily summarizedData can be analyzed as they are being accumulated and corrective

actions are taken in real timeAnalysis of data using tools such as: Pareto, Histogram, Software

programs (Excel), Charts are made easier

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Computers & Quality Control (Continued)Statistical analysis:Use of Statistical packagesThe quality engineer can specify a particular sequence of statistical

calculation to use for a given set of conditionsTime is saved and the calculations are error-free

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Computers & Quality Control (Continued)Statistical analysis Benefits:

No more time-consuming manual calculationsOne-time problem Process control

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Computers & Quality Control (Continued)Process control:Computer programs control the sequence of events performed during

a process cycleKeep the measurement and control of critical variables on target with

minimum variation and within acceptable control limits

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Computers & Quality Control (Continued)Process control cont’d.:Computer numerically controlled (CNC) machines, robots, and

automatic storage and retrieval systems (ASRS)Benefits:

• Constant product quality• More uniform startup and shutdown

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Computers & Quality Control (Continued)Process control cont’d.:Benefits cont’d.:

High productivity (less employees)High productivity (less employees)Safer operation for personnel and Safer operation for personnel and equipment equipment

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Computers & Quality Control (Continued)Test and Inspection:Automated test systems can be programmed to perform a complete

quality audit of a product

Disadvantage:• High cost of the equipment

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Computers & Quality Control (Continued)Test and Inspection:

Advantages:Improve test qualityLower operating costBetter report preparation

Improve precisionAutomatic calibrationMalfunction diagnostics

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Computers & Quality Control (Continued)System Design:The integration of the diverse quality function with other activities

requires an extremely sophisticated system designExpert systems are computer programs that capture the knowledge

of experts as a set of rules and relationships used for such applications as problem diagnosis

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Int 327 ch01

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