chapter 2 basic quality concept

COURSE LEARNING OUTCOMEUpon completion of this course, students should be able to:-

1. Identify the fundamental statistics and basic quality concepts and various terms relating to quality.

2. Understand the definitions, types and objectives of product inspections and selecting the right method.

3. Apply and relate the implementation of statistic in products or services quality control such as by using SPC and SQC software.

4. Analyze based on different types of plotted charts such as control chart, matrix, Pareto, scatter diagram, check sheet, graph and brainstorming method in purposely to improve the quality.

5. Evaluate the best and most cost effective method in ensuring product quality that fulfill the ISO 9000 standard.

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COURSE OUTLINE1. FUNDAMENTAL OF STATISCTICS

2. BASIC QUALITY CONCEPT

QUALITY CONTROL

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Importance of quality towards consumer and societyQuality definition and meaning of zero defectThe importance of internal and external customersThe meaning of quality control; quality assurance; total quality management (TQM); and continuous improvementThe role and several method of inspection:

I. 100% inspection implementedII. Purpose of sampling in inspection

DEFINITION OF QUALITY

Quality is the ability of a product or service to consistently meet or exceed customer expectations.

Quality is conformance to requirement or specifications (Crosby)

In simple word quality means “fitness for use”. (Juran)4

BASIC QUALITY CONCEPTS

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DEFINITION OF QUALITY

The official definition of quality, standardized by the ANSI/ASQC in 1978, is "the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs."

The "ability to satisfy given needs" reflects the value of the product or service to the customer including: Economic value

Safety

Reliability

Maintainability.

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Key Contributors to Quality Management

Contributor Deming Juran Feignbaum Crosby Ishikawa Taguchi Ohno and Shingo

Known for 14 points; special & common causes of variation Quality is fitness for use; quality trilogy Quality is a total field Quality is free; zero defects Cause-and effect diagrams; quality circles Taguchi loss function Continuous improvenment

Qual ity


DIMENSION OF QUALITY

Performance - main characteristics of the product/service such as time, cost and workmanship aspect

Features - Secondary characteristics (added consideration such as creativity in design)

Conformance – Meeting specification or industry standards, workmanship and client requirement in contract

Reliability - consistency of performance over time, average time for the unit to fail

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Durability - useful life of the product/service, less requiring maintenance or repair

Serviceability – Resolution of problems and complaints, ease of repair Response – Human to human interface such as efficiency during meeting,

fast decision making, effective human resource management Aesthetics – Sensory characteristics in design such as exterior

finishing (appearance, feel, smell, taste) Reputation – Past performance and other intangibles such as being

ranked first in the tendering process

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QUALITY CONTROL

DEFINITION

Control can be defined as "a process by means of which we observe the actual performance and compare it with some standard".

The term "Quality Control" has variety of meanings : The use of techniques and activities to achieve, sustain and improve the

quality of a product or service

Quality control is the process through which we measure the actual quality performance, compare it with the standards and take corrective action if there is a deviation.

It is a systematic control of various factors that affect the quality of the product. It depends on : Material, Tools, Machines, type of labor, working conditions, measuring instruments, etc.

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Quality control involved the following technique and activities:

1. Specifications of what is needed2. Design of the product or service to meet the specifications3. Production or installation to meet the full intent of the

specifications4. Inspection to determine conformance to specifications5. Review of usage to provide information for the revision of

specification if needed

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OBJECTIVES QUALITY CONTROL

Establishment of quality standard

Locating quality deviations

Evaluating methods and processes of production

Quick sale of quality goods and meet the delivery period

Production of standard quality goods

Improvement in quality

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Advantages of QC The improvement in the quality of products and service System os continually evaluated and modified to meet changing

needs of the customer A QC system improves productivity, which is one of the goals

of all organizations. System reduces costs in the long run Improved productivity, the lead tome on the production of

parts and subassemblies is reduces, which may result in an improvement in the meeting customer due dates.

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Advantages QC to manufacturer

Stability to sale and goodwill/popular in the market

Ability to face market competition effectively

Reduction in production and inspection costs

Elimination of wastage due to rejections and uniformity in production.

Improvement in the productivity and motivation of employees.

Advantages QC to consumer

Availability of standard quality and reliable goods

Proper reward for the price paid

Safety to life and health

Better standard of living and protection against substitution or adulteration and quick shopping of goods.

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TOTAL QUALITY CONTROL

"An effective system for integrating the quality development, quality maintenance and quality improvement efforts of the various groups

in an organization, so as to enable production and services at the most economical levels which allow full customer satisfaction."

BY ARMAND FEIGNABAUM

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TOTAL QUALITY CONTROL

Application of quality management principles to all areas of business from design to delivery.

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Advantages of TQC

Fewer complaints and lower warranty cost

Higher profit

Improved reputation and increased market share

Decrease in production cost due to mass production

Decrease in price of product

Prompt delivery and higher productivity

Improved employee morale due perks, promotion and reputation of the company

Improved labour efficiency and better industrial relation

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Statistical Quality Control (SQC)- SQC is branch of quality control. It is collection, analysis and interpretation

of data for use in quality control activities.

- Divide two major parts: Statistical Process Control(SPC) – comparison of the output of a

process or a service with a standard and the taking of remedial actions in case of a discrepancy between the two. It involves determination of the ability of a process to produce a product that meets desired specifications or requirements.

Acceptance Sampling plans – is plan the determines the no of items to sample and the accepatnce criteria stipulated conditions such as the risk of rejecting a good lot or accepting a bad lot.

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QUALITY ASSURANCE

Definition: All those planned or systematic actions necessary to provide adequate confidence that a product or service will satisfy given requirements for quality.

The processes that ensure production quality meets the requirements of customers

This is an approach that aims to achieve quality by organizing every process to get the product ‘right first time’ and prevent mistakes ever happening. This is also known as a ‘zero defect’ approach.

In quality assurance, there is more emphasis on ‘self-checking’, rather than checking by inspectors.

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Quality Assurance Quality Control

A medium to long-term process; cannot be implemented quickly

Can be implemented at short-notice

Focus on processes – how things are made or delivered

Focus on outputs – work-in-progress and finished goods

Achieved by improving production processes

Achieved by sampling & checking (inspection)

Targeted at the whole organisation Targeted at production activities

Emphasizes the customer Emphasises required standards

Quality is built into the product Defect products are inspected out


INSPECTION

Critical appraisal involving examination, measurement, testing, gauging, and comparison of material or item.

An inspection determines if the material or item is in proper quantity and condition and if it conforms to the applicable or specified requirements.

Inspection is generally divided into three categories: 1. Receiving inspection,2. In-process inspection3. Final inspection

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First Stage – Before process: done at the beginning of the process when materials (raw materials) are received

Second Stage: In process: is carried out throughout the process. It means that stages conducted before a product is released. This is to ensure the product is still following the specification.

Third stages- last stages: carried at the end of the finished product. Usually done in the area of manufacturing of product itself. It is to confirmed the final products have been properly inspected to produce high quality product

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METHOD OF INSPECTION

100% Inspection

Inspection of each unit of incoming material individually. 100 percent inspection is time-consuming and costly.

Disadvantages- takes a long time: it is expensive, and inspectors are less effective as they get tired.

Sampling Inspection

Inspection of a batch of material from a lot

to determine whether to accept that lot.

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TOTAL QUALITY MANAGEMENT Definition: A philosophy that involves everyone in a continual effort to

improved quality and achieve customer satisfaction A management approach that aims for long-term success by focusing on

customer satisfaction. TQM based on the participation of all members of an organization in improving process, products, services, and the culture in which they work.

TQM BASIC CONCEPT1. A committed and involved management to provide long-term top

to bottom organization support.2. An unwavering focus on customer, both internally and externally3. Effective utilization of the entire work force4. Continuous quality improvement of the business and production

process.5. Performance measures for the processes.

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ELEMENT OF TQM

1. Continual improvement2. Competitive benchmarking3. Employee empowerment4. Team approach5. Decisions based on facts6. Knowledge of tools7. Supplier quality8. Champion9. Quality at the source10. Suppliers


Advantages of implementation of TQM to companies Customer receive what they order without nonconformities,

on time, in right quantity, shipped and billed on time.

Supplier meet our requirements

Sales people determine customer needs

New products and processes are developed to agreed-upon requirements, as scheduled and at lower cost

People enjoy their work

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QUALITY IMPROVEMENT

Definition: A philosophy that seeks to make never ending improvement to process of converting inputs into outputs

Quality improvement is never ending process, and efforts to reduce the variability of a process and reduce the production of nonconforming items should continue forever.

Whereas process control deals with identification and elimination of special causes the forces to go out of control, in order to bring the process to a state of statistical control, quality impriovement realtes to the detection and elimination of common causes.

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CUSTOMER

-An organization or individual that receives a

product or service from the company

- A department or individual within the company that relies on others to satisfy

the external customer

External Internal

Examples: Sales department depending to production to meet customer order

Examples: End user (Customer buy a car from the company)

ZERO DEFECT

“do it right the first time” Quality according to Philip Crosby is “conformance to specifications”.

A Defect means non-conformance to quality standards and not necessarily a failure such as: Equipment breakdown Damage to machinery Low product quality

Aim at reducing or eliminating the cause of a failure.

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ZERO DEFECTS AND REQUIREMENT MANAGEMENT

Crosby defines quality as “conformance to standards”. These standards vary or depend on organizational goals or requirements: Find out what is the actual requirement (what do you want?) Know how important they are to your customer Find out what aspects control the requirement Determine how and when they change Identify the effects of the change

Standards are set based on these requirements. Quality can then follow these standards. This helps initiate the cycle of continuous improvement to achieve zero defects

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Principles of Zero Defect

1. Quality is conformance to requirement2. Defect preventive is prefereble to quality inspection and

correction3. Zero defects is the quality standard4. Quality is measured in monetary terms – the price of

Nonconformance

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END

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chapter 2 basic quality concept

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