17370 quality engg

7/28/2019 17370 Quality Engg

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Overview of the Course

• Quality Basics etc.

• Quality process, control etc.

• Statistics of QC

• Sampling• Quality Improvement techniques

•

Etc. etc.

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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.”

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Definition of Quality

• In manufacturing, a measure of excellence or

a state of being free from defects, deficienciesand significant variations.

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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)

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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.

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Quality Measures

• What measure Quality?

Improved Quality & fewer defects

Reduced inventory (proper consumption)

Enhancing overall manufacturingSafer work environment

Boosting Employee’s Morale

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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.

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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.

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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

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• 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

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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

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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

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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.

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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.

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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

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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

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Consequences of Poor Quality• Loss of business

• Liability:- Damages or injuries result from afaulty design.

•

Productivity• Costs

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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.

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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

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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

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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?

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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

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Quality Control Process• This process is based on the universal

feedback loop

Process

Sensor

Goal

Actuator Umpire

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•

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

17370 quality engg

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