tqm, ppt519_pp01a
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Quality Control
Chapter 1
Introduction to QualityPowerPoint presentation to accompany
Besterfield
Quality Control, 8e
PowerPoints created by Rosida Coowar
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Outline
Introduction to QualityTQMFundamentals of Statistics
Control Charts for Variables Additional SPC techniques for Variables
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Outline-Continued
ProbabilityControl Charts for AttributesSampling
ReliabilityManagement and Planning Tools
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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 youshould be able to:Define quality, quality control, statistical qualitycontrol, and total quality management.
Know the history of quality.Understand the responsibilities of thefunctional areas and the CEO.Know the quality functions served by thecomputer.
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Definitions of Quality
What is Quality?
Degree of excellence, or generalexcellence (has quality)
Attribute or faculty (Has many goodqualities)Relative nature, character, or property
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Definitions of Quality-Continued
What is Quality?
Quality is conformance to requirementsor specifications (Crosby 1979)Fitness for use (Juran 1988)Degree to which a set of inherentcharacteristics fulfills requirements (ISO
9000-2000)
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Dimensions of Quality-Continued
Transcendent definition: excellenceProduct-based definition: quantities ofproduct attributesUser-based definition: fitness forintended use
Value-based definition: quality vs. priceManufacturing-based definition:
conformance to specifications
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
The Dimensions of QualityDIMENSION MEANING
Performance Primary product characteristicsFeatures Secondary characteristicConformance Meeting specifications or industry standardsReliability Consistency of performance over timeDurability Useful lifeService Resolution of problems and complaintsResponse Human-to-human interface
Aesthetics Sensory characteristicsReputation Past performance and other intangibles
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Historical Review
Skilled craftsmanship during Middle AgesIndustrial Revolution: rise of inspectionand separate quality departmentsStatistical methods at Bell System (1924)The American Society for Quality (1946)Deming (1950)Juran (1954
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Historical Review-Continued
First Quality Control Circles (1960)1980s
TQMStatistical Process Control, SPCMalcolm Baldrige National Quality AwardTaguchi
ISO (1990)
Via Internet (2000)
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Responsibility for Quality
Customer
Service
Packaging andStorage
Inspection
and Test
ProductionProcessDesign
Procurement
DesignEngineering
Marketing
QualityProduct
OrService
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Responsibility for Quality
MarketingHelp to evaluate the level of product qualitythat a customer wants, needs..
Design Engineering
Translate the customers requirements intooperating characteristics, exact specifications,and appropriate tolerances
Procurement
Responsible for procuring quality materials andcomponents
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Responsibility for Quality
Process DesignDevelops processes and procedures that will produce a quality product/service
Production
Produce quality products and servicesInspection and Test
Appraise the quality of purchased andmanufactured items and to report the results
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Responsibility for Quality
Packaging and StoragePreserve and protect the quality of the product
Inspection and Test Appraise the quality of purchased andmanufactured items and to report the results
ServiceFully realizing the intended function of theproduct during its expected life
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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 acompany or corporation, who hasresponsibility for overall management of itsday-to-day affairs under the supervision of theboard of directors
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Chief Executive Officer
Ultimate responsibility for quality35% of the time is spent on qualityQuality performances
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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 complexcalculations, to control a process or test,to analyze data, to write reports, and torecall information on command
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Computers & Quality Control
Benefits:Information is stored in the computer andtransmitted efficiently to remote terminalsInformation is provided to employee at thesame time the work assignment is given
Ability to quickly update or change theinformation
The probability of fewer errors
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Computers & Quality Control
Benefits:Powerful tool to help in the improvementof qualityThe use of computers in quality is aseffective as the people who create thetotal system
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Computers & Quality Control
Quality functions needs:Data collectionData analysis and reportingStatistical analysisProcess controlTest and inspectionSystem design
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Computers & Quality Control
Data collection:The decision of how much data to collectand analyze is based on the reports to beissued, the processes to be controlled, therecords to be retained, and the nature ofthe quality improvement program
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Computer & Quality Control
Data collection contd.: Computers are well suited for the collection of dataFaster data transmission, fewer errors, and lowercollection costs can be achievedMultiple sources of data can be usedIdentifiers are necessary for data analysis, reportpreparation, and record traceability
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Computers & Quality Control
Data analysis and reporting: Quality info is stored in the computer for retrievalat a future time, analyzed, reduced, anddisseminated in the form of a reportThe analysis, reduction, and reporting areprogrammed to occur automatically in the system
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Computers & Quality Control
Data analysis and reporting contd.: Data can be easily summarizedData can be analyzed as they are beingaccumulated and corrective actions are takenin real time
Analysis of data using tools such as: Pareto,Histogram, Software programs (Excel), Charts
are made easier
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Computers & Quality Control
Statistical analysis:Use of Statistical packagesThe quality engineer can specify aparticular sequence of statisticalcalculation to use for a given set ofconditionsTime is saved and the calculations are
error-free
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Computers & Quality Control
Statistical analysis Benefits:No more time-consuming manualcalculationsOne-time problemProcess control
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Computers & Quality Control
Process control:Computer programs control the sequence ofevents performed during a process cycleKeep the measurement and control of criticalvariables on target with minimum variation andwithin acceptable control limits
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Computers & Quality Control
Process control contd.: Computer numerically controlled (CNC)machines, robots, and automatic storageand retrieval systems (ASRS)
Benefits:Constant product qualityMore uniform startup and
shutdown
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Computers & Quality Control
Process control contd.: Benefits contd.: High productivity (less employees)Safer operation for personnel andequipment
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Computers & Quality Control
Test and Inspection: Automated test systems can beprogrammed to perform a completequality audit of a product
Disadvantage:High cost of the equipment
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Besterfield: Quality Control, 8 th ed.. 2009 Pearson Education, Upper Saddle River, NJ 07458. All rights reserved
Computers & Quality Control
Test and Inspection: Advantages:Improve test qualityLower operating costBetter report preparationImprove precision
Automatic calibrationMalfunction diagnostics
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