Chap. 3: Total Quality ManagementExplain tools for total quality management
Describe inspection
User-Based: What consumer says it is
Mfg.-Based: Degree to which a product conforms to design specification
Product-Based: Level of measurable product characteristic
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Operation
ISO 9000 series (Europe/EC)
Common quality standards for products sold in Europe (even if made in U.S.)
ISO 14000 series (Europe/EC)
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Early proponents
Involves all operations
85% of quality problems are due to process & material
Techniques
Meet regularly to solve work-related problems
4 hours/month
Facilitator trains
& helps with
Steps
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What specific & measurable variables would you benchmark in these areas?
Alone
Group
Class
Involves ‘vendor partnership programs’ to improve quality of purchased items
Improves process & product quality
Breakdown product design into increasing levels of detail
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House of Quality Example
You’ve been assigned temporarily to a QFD team. The goal of the team is to develop a new camera design. Build a House of Quality.
© 1984-1994 T/Maker Co.
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Vertical bar chart showing relative importance of problems or defects
Makes identifying & solving them easier
Based on Pareto Principle
Most effects have relatively few causes
e.g., 80% of quality problems come from 20% of machines, materials, or operators
Focus on ‘vital few’ 20% causes
Called 80-20 rule
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Pareto Chart
Thinking Challenge
You’re a quality analyst for Corning Glass. You’ve collected data on 100 rejected glasses:
Nicks 80
Cuts 11
Scratches 3
Porosity 3
Misc. 3
Depicts activity relationships
Has many uses
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Other names
Draw main causes for problem as ‘bones’
Ask ‘What could have caused problems in these areas?’ Repeat for each sub-area.
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Uses statistics & control charts to tell when to adjust process
Developed by Shewhart in 1920’s
Involves
Measuring sample output (e.g. mean wgt.)
Taking corrective action (if necessary)
Done while product is being produced
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3 - *
Inspection
Involves examining items to see if an item is good or defective
Objective: Detect a defective product
Does not correct deficiencies in process or product
Issues
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Service quality is more difficult to measure than for goods
Service quality perceptions depend on
Expectations vs. reality
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