managing business process flows: ch 9 six sigma quality 1 product quality and process capability ...
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Managing Business Process Flows: Ch 9
Six Sigma Quality
1
Product Quality and Process Capability
Total Quality Management
The Quality Improvement Process
Quality Measurement and Analysis
Process Control and Capability
Quality by DesignCopyright © 2013 Pearson Education Inc. publishing as Prentice Hall
Quality Is
Recognized by a non-thinking process, and therefore cannot be defined - Zen and the Art of Motorcycle Maintenance, by R. M. Pirstig
That which makes anything such as it is - Dictionary Fitness for use - J. Juran and ASQ Conformance to requirements - P. Crosby Closeness to the target - deviations mean loss to the society
- G. Taguchi Providing full customer satisfaction at the most economical levels
- A. Feigenbaum Eight dimensional - Performance, Features, Conformance, Reliability,
Serviceability, Durability, Aesthetics, and Perception - D. Garvin
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Quality and Capability
• Specifications • Design • Specifications • Features
• Control • Conformance • Performance
Process Capability
Product Quality
ProductDesign
Customer Needs
Ability to Satisfy Needs
ProcessDesign
SupplierSelection
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Variation = Actual - Expected
Customer Needs - Product Design
Product Design - Process Capability
Process Capability - Process Performance
Process Performance - Product Performance
Product Performance - Customer Perception
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Price – Quality Tradeoff
Dynamics of competition and rising customer expectations
Customer: Maximize Product Utility u (Q)subject to the budget constraint: P ≤ Band competing products available
Producer: Select a strategic position
Premium
Low ValueHigh Value
Budget
Price
Quality
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Quality of Design
Design Quality
Value/Cost
Optimum
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Quality of Conformance
Cost of Nonconformance(Internal + External)
Cost of Assurance(Appraisal + Prevention)
OptimumConformance Quality
Total Cost
$
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Hank Kolb Case
Sources of the quality problem
– Supplier, equipment, worker,supervisor,...
Recommendations
– Short, medium, long term
Role of management– Systems
The quality culture– Values
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The Total Quality Process
SupplierRelationshi
pPartnershipSelection
Communication
Cooperation
Material Procureme
ntQuality at
SourceLong
contracts Inspection Feedback
Process Planning
Defect Prevention
SimplifyMistake-proofRecruit, Train
Product Design
Build-in QualityJoint design
Robust designProducible
design
Customer Needs
Customer FocusContact
Expectations Competition
Process Control
Early Correction
Defect visibility Source
detection Local control
Product Delivery
Deliver QualityStore. Pack, Ship Install,
Instruct Interface,
Billing
Customer Experience
Follow ThroughProduct supportService
recovery Defect
analysis
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The TQM Principles
Customer focus
Organization-wide involvement
Cross-functional communication
Local measurement and control
Mutual cooperation, commitment, trust
Continuous improvement
Long term Perspective
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Malcolm Baldrige National Quality Award
Quality as a strategic concept Customer-driven quality Design quality - prevention Employee involvement, training Supplier quality Systems and processes - optimization Continuous improvement Management by fact and analysis Leadership, vision, values
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ISO 9000
Series of standards agreed upon by the International Organization for Standardization (ISO)
Adopted in 1987
More than 100 countries
A prerequisite for global competition?
ISO 9000: “document what you do and then do as you documented.”
Design Procurement Production Final test Installation Servicing
ISO 9003
ISO 9002
ISO 900112Copyright © 2013 Pearson Education Inc. publishing as Prentice Hall
Quality Improvement Process
Measurement– Measure Variation
Analysis– Analyze Variation
Control– Control Variation
Improvement– Reduce Variation
Innovation– Redesign Product/Process
D
CA
P
D
CA
P
Control
Improve
Innovate
Improve
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Importance of Metrics
“When you can measure what you are speaking about, and express it in numbers, you know something about it” - Lord Kelvin (1824-1907)
“Count what is countable, measure what is measurable, and what is not measurable, make measurable” - Galileo Galilei (1564-1642)
“Data! Data! Data! I can’t make bricks without clay” - Sherlock Holmes in The Adventure of Copper Beeches, by Sir Arthur Conan Doyle
“In God we trust, everyone else must bring data” - W. Edwards Deming
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Type of Problem Number of Complaints
High Pressure
Low Pressure
Dents
Scratches
Labels
Check Sheet
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Pareto Chart
0
5
10
15
20
25
Fre
qu
ency
High P Dent Low P
Type of Defect
The 80-20 Rule: Vital Few, Trivial Many
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Cause - Effect Diagram
Equipment Material
Procedure Personnel
High PressureProblem
Nozzle
Vendor
Specifications
Lack of Training
Lack ofMaintenance
IncentivesDocumentation
Design
Feedback
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Scatter Plot
Gas Injector Setting (psi)
Can Pressure (psi)
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Histogram
0
2
4
6
8
10
12
14
16
Can Pressure (psi)
Fre
qu
ency
Specs
Mean = 82.5 psi, Standard Deviation = 4.2 psiFraction Defective = 26% (Theoretical = 30.1%)
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Run Chart
70
75
80
85
90
95
Time
Can
Pre
ssur
e
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Multi-Vari Chart
Variation Within / Between Days
70
75
80
85
90
95
Day
Pre
ssu
re (
psi
)
High
Average
Low
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The Feedback Control Principle
Process
Disturbances Normal and Abnormal
Target Settings Performance
Decision Information
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Time
Pro
ce
ss M
ea
su
re
Process Control Chart
Information: Monitor process variability over time Control Limits: Average + z Normal Variability Decision Rule: Ignore variability within limits as “normal”
Investigate variation outside as “abnormal” Errors: Type I - False alarm (unnecessary investigation)
Type II - Missed signal (to identify and correct)
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X Bar Chart
Average X bar = 82.5 psi Standard Deviation of X bar = 1.6 psi Control Limits = Avg X bar + 3 Std of X bar
= 82.5 + (3)(1.6) = [77.7, 87.3] Process is “In Control” (i.e., the mean is stable)
76
78
80
82
84
86
1 3 5 7 9 11 13 15 17 19
Day
Avera
ge
UCL
LCL
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Range (R) Chart
Average Range R = 10.1 psi Standard Deviation of Range = 3.5 psi Control Limits: 10.1 + (3)(3.5) = [0, 20.6] Process Is “In Control” (i.e., variation is stable)
05
101520
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20
Day
Ran
ge
UCL
LCL
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Number of Defects (c) Chart
Discrete Quality Measurement:D = Number of “defects” (errors) per unit of work
Examples: Number of typos/page, errors/thousand transactions,equipment breakdowns/shift, bags lost/thousand flown,power outages/year, customer complaints/month, defects/car.......
If n = No. of opportunities for defects to occur, and p = Probability of a defect/error occurrence in each
then D ~ Binomial (n, p) with mean np, variance np(1-p) Poisson (m) with m = mean = variance = np , if
n is large (≥ 20) and p is small (≤ 0.05)
With m = np = average number of defects per unit,Control limits = m + 3 √m
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Performance Variation
Stable
Unstable
Trend
Cyclical
Shift27Copyright © 2013 Pearson Education Inc. publishing as Prentice Hall
Process Control and Improvement
LCL
UCL
Out of Control In Control Improved
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Process Capability:
Ability to Meet Customer Requirements
Proportion of Output Within Specs: Given a Process in control with = 82.5 psi and = 4.2 psi P(Meet Specs) = 0.699
Shifting to 80 yields P(Meet Specs) = 0.766
Reducing to 2.5 yields P(Meet Specs) = 0.9544
LS US
LS US
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Normal distribution => 99.73% of output falls in ( + 3)Cpk = Min[(US - ) / 3, ( - LS) / 3]
Ex. Can Pressure: Cpk = Min[0.1894, 0.5952] = 0.1984
With centered process: (US - = ( - LS)
Cp = (US - LS)/6] = Voice of the Customer
Voice of the Process
= 0.3968
Cp = 0.86 1 1.1 1.3 1.47 1.63 2.0
Defects = 10K 3K 1K 100 10 1ppm 2 ppb
Process Capability Ratio
LS US
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Taguchi’s Quality Philosophy
Product / ProcessTarget Performance (T)
Actual Performance (P)
Design Parameters (D)
Noise Factors (N): Internal & External
LS T US P
LS Spec US
Loss = k(P - T)2
not 0 if within specsand 1 if outside
On Target is moreimportant than Within Specs
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Robust Design
Identify Product/Process Design Parameters that– Have significant / little influence on performance– Minimize performance variation due to noise factors– Minimize the processing cost
Methodology: Statistical Design of Experiments Examples - Brownie mix, Ina Tile Co., TV
Product / ProcessTarget Performance (T)
Actual Performance (P)
Design Parameters (D)
Noise Factors (N): Internal & External
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Design for Processing
Simplify – Fewer parts, steps– Modular design
Standardize – Less variety– Standard, proven parts, and procedures
Mistake-proof– Clear specs– Ease of assembly, disassembly, servicing
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The Design Process
Goal – Develop high quality, low cost products, fast
Importance– 80% product cost, 70% quality, 65% success
Conventional – Technology-driven, Isolated, Sequential, Iterative
Difficulties – Revisions, cost overruns, delays, returns, recalls
Solution – Customer-driven, jointly planned, producible
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Control, Capability and Design: Review
Every process displays variation in performance: normal or abnormal Do not tamper with a process that is “in control” with normal variation Correct an “out of control” process with abnormal variation Control charts monitor process to identify abnormal variation Control charts may cause false alarms (or missed signals) by mistaking normal
(abnormal) variation for abnormal (normal) variation Local control yields early detection and correction of abnormal variation Process “in control” indicates only its internal stability Process capability is its ability to meet external customer needs Improving process capability involves (a) changing the mean in the short run, and
(b) reducing normal variability in the long run, requiring investment Robust, simple, standard, mistake - proof design improves process capability Joint, early involvement in design by all improves product quality, speed, cost
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Capability and Design: Review
Process capability measures its precision in meeting processing requirements Improving capability involves reducing variation and its impact on product
quality Simplicity, standardization, and mistake - proofing improve process capability Joint design and early involvement minimizes quality problems, delays, cost
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