Quality Control, Total Quality Management, and Quality

Standards

Prepared by: Ralph Dorsainvil

Quality Control

• Statistical Process Control

• Control chart zone rules– 8 rules

Statistical Process Control

• Control Charts – X bar – average level chart– P – fraction defective– C chart - # of defects per sample– U chart - # of defects per unit (more than one

type of defect per subgroup) – R chart - ranges

X chart

P chart

Zones on a Control Chart

Zone Rules

• Test 1: Extreme Points

• Test 2: Two Out of Three Points in Zone A or Beyond (X bar only)

• Test 3: Four out of Five Points in Zone B or Beyond (X bar only)

• Test 4: Runs Above or Below the Centerline

Zone Rules (cont’d)

• Test 5: Linear Trend Identification

• Test 6: Oscillatory Trend Identification

• Test 7: Avoidance of Zone C Test (X bar only)

• Test 8: Run in Zone C Test (X bar only)

Examples

Total Quality Management

• Deming

• Ishikawa

• Taguchi

• Juran

• Tools Used

Ishikawa

Taguchi

• Loss Function

                         

                                          

Juran

• Quality Trilogy– Quality planning

• Identify customers and needs

– Quality Control– Quality improvement

Tools Used

• 7 Basic Tools– Histograms – Check Sheets– Pareto Diagrams – Graphs– Scatter Diagrams– Cause-and-effect diagrams– Control Charts

Pareto Diagram

Scatter Diagram

Quality Standards

• ISO Standards

• Kano models

• Blue Bird examples (pg.85-103)

ISO Standards

• ISO 9000 and alternatives– 9001 – quality assurance in

design/development, production, installation and servicing

– 9002 – quality assurance in production, installation and servicing

– 9003 – quality assurance in final inspection and test

• ISO 14000– Environmental standards

• Registration

• Audits– Internal– External

• Why?– Customer Pressure– Competitive advantage– Improved internal operations

Kano Model

• By Noriako Kano

• Better customer communication/Feedback

• 3 classes: Basic, Linear, & Delighter

• Requirements

Kano Model

Conclusion

• Quality Control, Total Quality Management, and Quality Standards are related

• Many more tools are used

Acknowledgements

Berger, Roger W., The Certified quality engineer handbook

Besterfield, Dale H., Total quality management 2nd ed. Devor, Richard E., Statistical quality design and controlPeach, Robert W., The ISO 9000 handbook 3rd ed.Rao, Ashok., Total quality management: a cross

functional perspectivewww.ISO.orgwww.qualityamerica.comwww.spcforexcel.com

Questions?