Download - 17370 Quality Engg
7/28/2019 17370 Quality Engg
http://slidepdf.com/reader/full/17370-quality-engg 1/24
Overview of the Course
• Quality Basics etc.
• Quality process, control etc.
• Statistics of QC
• Sampling• Quality Improvement techniques
•
Etc. etc.
7/28/2019 17370 Quality Engg
http://slidepdf.com/reader/full/17370-quality-engg 2/24
Quality• It varies from person to person
• Varies from department to department
• i.e. for banker it will be “service”
•
For health care worker it will be “quality healthcare”
• For the hotel restaurant employee it will be
“customer satisfaction”
• For the manufacturer it will be “quality product.”
7/28/2019 17370 Quality Engg
http://slidepdf.com/reader/full/17370-quality-engg 3/24
Definition of Quality
• In manufacturing, a measure of excellence or
a state of being free from defects, deficienciesand significant variations.
7/28/2019 17370 Quality Engg
http://slidepdf.com/reader/full/17370-quality-engg 4/24
A Few More Definition• Quality assurance (QA) is a broad concept that focuses on the
entire quality system including suppliers and ultimate consumers of
the product or service. It includes all activities designed to produceproducts and services of appropriate quality. QA includes all thoseplanned or systematic actions necessary to provide adequateconfidence that a product or service will satisfy given needs
• Quality control (QC) has a narrower focus than quality
assurance. Quality control focuses on the process of producing theproduct or service with the intent of eliminating problems thatmight result in defects. QC includes the operational techniques andthe activities which sustain a quality of product or service that willsatisfy given needs; also the use of such techniques and activities
• Quality management is the totality of functions involved in thedetermination and achievement of quality (includes qualityassurance and quality control)
7/28/2019 17370 Quality Engg
http://slidepdf.com/reader/full/17370-quality-engg 5/24
Quality Characteristics• What comprises of Quality or what quality is.
•Quality has several engineering & manufacturingcharacteristics, which go on to make productmeet expectation of a designer/ customer.
• Categories:- – Quality of design:- should meet qualities desired by a customer &
designer should do this.
– Quality of conformance:- the product actually conforms thespecification given to him
–
Availability:- includes reliability (give continuous service),maintainability (service or repair in least possible time), length of life
– Customer Service:- it comes after the sale function (the extent towhich the customer can get assistance from the manufacturer i.e.replacement, maintainability etc.
7/28/2019 17370 Quality Engg
http://slidepdf.com/reader/full/17370-quality-engg 6/24
Quality Measures
• What measure Quality?
Improved Quality & fewer defects
Reduced inventory (proper consumption)
Enhancing overall manufacturingSafer work environment
Boosting Employee’s Morale
7/28/2019 17370 Quality Engg
http://slidepdf.com/reader/full/17370-quality-engg 7/24
Dimensions of Quality1. Performance:- will the product do the intended job?
2. Reliability:- How often does the product fail?3. Durability:- How long the product last?
4. Serviceability:- How easy is it to repair the product?
5. Aesthetics:- How does the Product looks like , visualappearance, style, color etc.
6. Features:- What does the product do other then itsintended job?
7. Perceived Quality:- Reputation of the company.8. Conformance to standards:- The product is
manufactured as it is intended to.
7/28/2019 17370 Quality Engg
http://slidepdf.com/reader/full/17370-quality-engg 8/24
Customers & Quality• Satisfying the customer is of prime
importance.
• Satisfying the customer is a measure of
quality.• Worldwide competition has given birth to the
customer satisfaction and motivated the
manufactures to think for customersatisfaction.
7/28/2019 17370 Quality Engg
http://slidepdf.com/reader/full/17370-quality-engg 9/24
Important Factors influencing the
Customers• Performance:- Fitness for use & depends upon
• Availability (product will operate when needed)
• Reliability (freedom from failure over time)• Maintainability (ease of repair)
• Customer Service (assistance from manufacturer)
• Features:- Color TV is for viewing image & inbuilt game
is a feature• Warranty:- it’s a promise for a quality product to the
customer backed up by guarantee, it encourages thecustomers to buy a service by reducing the risk of
purchase decision• Reputation:- Good experiences always retain the
customer. The customer will pay for a trusted brandname
7/28/2019 17370 Quality Engg
http://slidepdf.com/reader/full/17370-quality-engg 10/24
• Price:- Customers is willing to pay higher price
for higher value, the various expectation of acustomers are:-
• On schedule delivery & undamaged
• Instruction for a complicated product
• Well trained technicians
• Friendly Service representatives
• Clearly stated warranty conditions
7/28/2019 17370 Quality Engg
http://slidepdf.com/reader/full/17370-quality-engg 11/24
Who is a Customer?• External & internal Customers
• External Customers :- who purchases the
product
•
Internal Customers :- employee of organization, who pass on the work to other
employee
7/28/2019 17370 Quality Engg
http://slidepdf.com/reader/full/17370-quality-engg 12/24
Elements of Quality•
Quality must be built in the stage of manufacturing a product rather than investingafter the product is ready.
Elements are:-
1.Quality Design:- Measurable characteristics of product i.e. strength, color etc.
Factors controlling the quality of design:-
• Types of customers in the market
• Production or service capabilities
• Life required
• Safety, reliability etc.
• Good after sale service
• Type of packaging
7/28/2019 17370 Quality Engg
http://slidepdf.com/reader/full/17370-quality-engg 13/24
Specification of Quality
• It incorporates the implied as well as stated
needs of a customers, then these needs are
transformed into technical requirementsknown as Specification of quality
• Specification are:-• Material specification
• Process specification
• Method of test & analysis etc.
7/28/2019 17370 Quality Engg
http://slidepdf.com/reader/full/17370-quality-engg 14/24
Quality of Conformance• The degree to which the product actually
conforms in accordance with the specification.
• Factors affecting the quality of conformance
are:-
• Standard quality of design
• Design of production process
• Performance of machinery
• Skilled operators
• Monitoring the process etc.
7/28/2019 17370 Quality Engg
http://slidepdf.com/reader/full/17370-quality-engg 15/24
Availability• It is the total time for which the product is available
to deliver its intended function during its total span
of time
Availability =௧்
௧்ା௪௧
Downtime:-
a) Total Downtime:- active repair time, waiting time,
spare part & material handling. If the total
downtime is used then the ratio is known as the
operational availability.
b) Active Repair time:- when this used in calculation of
total downtime then this ratio is known as intrinsicavailability
7/28/2019 17370 Quality Engg
http://slidepdf.com/reader/full/17370-quality-engg 16/24
Customer Service• It indicates up to which extent the customer
can get assistance from a manufacturer.• It involves:-
– Replacing defective components
– Proper maintenance manuals
– Training customer’s staff for proper maintenance of product
7/28/2019 17370 Quality Engg
http://slidepdf.com/reader/full/17370-quality-engg 17/24
Consequences of Poor Quality• Loss of business
• Liability:- Damages or injuries result from afaulty design.
•
Productivity• Costs
7/28/2019 17370 Quality Engg
http://slidepdf.com/reader/full/17370-quality-engg 18/24
Quality WarrantiesIn ancient days, the quality warranties were
undisputedly in oral form. These warrantieswere difficult to enforce, so this produces
controversies between the two parties. So, to
overcome this problem Written Warranty was
invented. These are now widely used to ensure
the quality priorities.
7/28/2019 17370 Quality Engg
http://slidepdf.com/reader/full/17370-quality-engg 19/24
Results of good QualityCustomer’s Perspective
• Increased Customersatisfaction
• Makes Product more
Salable• Meets Competition
• Increases Market Share
Company’s Perspective
• Reduces error, productdevelopment time
• Reduces rework, waste
•Reduces customerdissatisfaction
• Provides sales income
7/28/2019 17370 Quality Engg
http://slidepdf.com/reader/full/17370-quality-engg 20/24
Juran’s Trilogy/The Quality TrilogyJoseph M. Juran
•
Contributions – also well-known for helping improve Japanesequality.
– directed most of his work at executives and thefield of quality management.
- developed the “Juran Triology” for managingquality: – Quality planning, quality control, and quality
improvement
7/28/2019 17370 Quality Engg
http://slidepdf.com/reader/full/17370-quality-engg 21/24
Quality Planning• Define Project:- What do we need to build?
• Identify Customers:- Who will be impacted by ourefforts?
• Discover Customer Needs:- What benefit does acustomer want?
• Develop Product/Service:- What product features willcreate that benefit?
• Develop Process:- How will we produce the productfeatures?
• Develop controls/transfer to Operations:- How do weinsure that it works as a design?
7/28/2019 17370 Quality Engg
http://slidepdf.com/reader/full/17370-quality-engg 22/24
Quality ImprovementQuality improvement process through diagnostic &remedial way
• Phases of Quality Improvement processDiagnostic Journey:-
1. Form a Quality Council
2. Analyze the symptoms
3. Theories as to causes
4. Test the theories
Remedial Journey:-
1. Establish the controls2. Simulate establishment of remedy
3. Test the remedy under operating conditions
4. Establish control to hold the gains
7/28/2019 17370 Quality Engg
http://slidepdf.com/reader/full/17370-quality-engg 23/24
Quality Control Process• This process is based on the universal
feedback loop
Process
Sensor
Goal
Actuator Umpire
7/28/2019 17370 Quality Engg
http://slidepdf.com/reader/full/17370-quality-engg 24/24
•
A sensor plugs into the process to evaluate theactual performance
• The sensor reports the performance of an
umpire
• An umpire compares the performance of a
goal• The umpire reports differences to an actuator
• The actuator alters the process to bring
output in time with the goal