Quality Control Chapter 1 Introduction to Quality Power

Quality Control Chapter 1 Introduction to Quality Power. Point presentation to accompany Besterfield Quality Control, 8 e Power. Points created by Rosida Coowar Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Outline q Introduction to Quality q TQM q Fundamentals of Statistics q Control Charts for Variables q Additional SPC techniques for Variables Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Outline-Continued q Probability q Control Charts for Attributes q Sampling q Reliability q Management and Planning Tools Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Learning Objectives When you have completed this chapter you should be able to: q Define quality, quality control, statistical quality control, and total quality management. q Know the history of quality. q Understand the responsibilities of the functional areas and the CEO. q Know the quality functions served by the computer. Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Definitions of Quality What is Quality? q Degree of excellence, or general excellence (…has quality) q Attribute or faculty (…Has many good qualities) q Relative nature, character, or property Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Definitions of Quality-Continued What is Quality? q Quality is conformance to requirements or specifications (Crosby 1979) q Fitness for use (Juran 1988) q Degree to which a set of inherent characteristics fulfills requirements (ISO 9000 -2000) Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Dimensions of Quality-Continued q Transcendent definition: excellence q Product-based definition: quantities of product attributes q User-based definition: fitness for intended use q Value-based definition: quality vs. price q Manufacturing-based definition: conformance to specifications Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

The Dimensions of Quality DIMENSION Performance MEANING Primary product characteristics Features Secondary characteristic Conformance Meeting specifications or industry standards Reliability Consistency of performance over time Durability Useful life Service Resolution of problems and complaints Response Human-to-human interface Aesthetics Sensory characteristics Reputation Past performance and other intangibles Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Historical Review q Skilled craftsmanship during Middle Ages q Industrial Revolution: rise of inspection and separate quality departments q Statistical methods at Bell System (1924) q The American Society for Quality (1946) q Deming (1950) q Juran (1954 Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Historical Review-Continued q First Quality Control Circles (1960) q 1980 s q TQM q Statistical Process Control, SPC q Malcolm Baldrige National Quality Award q Taguchi q ISO (1990) q Via Internet (2000) Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

ISO 9001 -2008 Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Responsibility for Quality Customer Marketing Service Quality Product Or Service Packaging and Storage Design Engineering Inspection and Test Procurement Production Besterfield: Quality Control, 8 th ed. . Process Design © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Responsibility for Quality Marketing q Help to evaluate the level of product quality that a customer wants, needs. . Design Engineering q Translate the customer’s requirements into operating characteristics, exact specifications, and appropriate tolerances Procurement q Responsible for procuring quality materials and components Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Responsibility for Quality Process Design q Develops processes and procedures q that will produce a quality product/service Production q Produce quality products and services Inspection and Test q Appraise the quality of purchased and manufactured items and to report the results Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Responsibility for Quality Packaging and Storage q Preserve and protect the quality of the product Inspection and Test q Appraise the quality of purchased and manufactured items and to report the results Service q Fully realizing the intended function of the product during its expected life Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Chief Executive Officer The 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 Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Chief Executive Officer q Ultimate responsibility for quality q 35% of the time is spent on quality q Quality performances Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Computers & Quality Control 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 Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Computers & Quality Control Benefits: q Information is stored in the computer and transmitted efficiently to remote terminals q Information is provided to employee at the same time the work assignment is given q Ability to quickly update or change the information q The probability of fewer errors Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Computers & Quality Control Benefits: q Powerful tool to help in the improvement of quality q The use of computers in quality is as effective as the people who create the total system Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Computers & Quality Control Quality functions needs: q Data collection q Data analysis and reporting q Statistical analysis q Process control q Test and inspection q System design Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Computers & Quality Control Data collection: q 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 Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Computer & Quality Control Data collection cont’d. : q Computers are well suited for the collection of data q Faster data transmission, fewer errors, and lower collection costs can be achieved q Multiple sources of data can be used q Identifiers are necessary for data analysis, report preparation, and record traceability Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Computers & Quality Control Data analysis and reporting: q Quality info is stored in the computer for retrieval at a future time, analyzed, reduced, and disseminated in the form of a report q The analysis, reduction, and reporting are programmed to occur automatically in the system Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Computers & Quality Control Data analysis and reporting cont’d. : q Data can be easily summarized q Data can be analyzed as they are being accumulated and corrective actions are taken in real time q Analysis of data using tools such as: Pareto, Histogram, Software programs (Excel), Charts are made easier Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Computers & Quality Control Statistical analysis: q Use of Statistical packages q The quality engineer can specify a particular sequence of statistical calculation to use for a given set of conditions q Time is saved and the calculations are error-free Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Computers & Quality Control Statistical analysis q Benefits: q No more time-consuming manual calculations q One-time problem q Process control Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Computers & Quality Control Process control: q Computer programs control the sequence of events performed during a process cycle q Keep the measurement and control of critical variables on target with minimum variation and within acceptable control limits Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Computers & Quality Control Process control cont’d. : q Computer numerically controlled (CNC) machines, robots, and automatic storage and retrieval systems (ASRS) Benefits: p. Constant product quality p. More uniform startup and shutdown Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Computers & Quality Control Process control cont’d. : q Benefits cont’d. : q High productivity (less employees) q Safer operation for personnel and equipment Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Computers & Quality Control Test and Inspection: q Automated test systems can be programmed to perform a complete quality audit of a product q Disadvantage: p. High cost of the equipment Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Computers & Quality Control Test and Inspection: q Advantages: q Improve test quality q Lower operating cost q Better report preparation q Improve precision q Automatic calibration q Malfunction diagnostics Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved

Computers & Quality Control System Design: q The integration of the diverse quality function with other activities requires an extremely sophisticated system design q Expert systems are computer programs that capture the knowledge of experts as a set of rules and relationships used for such applications as problem diagnosis Besterfield: Quality Control, 8 th ed. . © 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved