ENGI 9397: Advanced Modelling and QualityManagement

Introduction to Quality

13 Jan 2014

1 / 23

Outline

I Quality

I Dimensions of Quality

I Manage for Quality - Planning, Control and Improvement

2 / 23

Quality

3 / 23

Quality?

I Fitness for use - Juran

I Meeting Customer Requirements - Philip Crosby

I Totality of characteristics of an entity that bear on its abilityto satisfy stated and implied needs of the customer - ISO 9000

I Loss to Society - Genechi Taguchi

I Customer Satisfaction (general)

For customer satisfaction, manufactuerer must understand thestated and implied needs of the customers and take action toachieve it.

4 / 23

Customer Needs

I Q 1: Identify the stated and implied needs of the customerwho wish to buy a ”car”

I Q 2: Identify the stated and implied needs of the customerwho wish to buy a ”pant”

5 / 23

Customer?

The next person (individual or functional group) in a work place,who receive the output and the next to act on it.

I A customer may be either External or Internal

I Customers want Good Quality at Minimum Price

I Companies should aim for continuous improvement of Qualityand Reduction of Cost

I Understand the needs of the customer and act upon them tosatisfy him

I Customers wantRight Quality, Quantity, Cost, Service, Time

6 / 23

Quality Eras

I Individual oriented (craftsmanship)

I Inspect in Quality (product control - 100% inspection) &Product Standards

I Statistical Quality Control (sampling plans)

I Statistical Process Control (control charts etc.)

I Quality Assurance (planning, control and improvement)

I Quality Systems (process oriented - ISO 9000, TQM, SixSigma)

7 / 23

Dimensions of Quality

Quality of a product can be described and evaluated in severalways. Garvin (1987) provide an excellent discussion of eightcomponents of dimensions of quality.

1. Performance: Will the product do the intended job?

2. Reliability: How often does the product fail?

3. Durability: How long does the product last?

4. Serviceability? How easy is to repair the product?

5. Aesthetics: What does the product look like?

6. Features: What does the product do?

7. Perceived Quality: What is the reputation of the companyor its product?

8. Conformance to Standards: Is the product made exactly asthe designer intended?Other few dimensions (especially for service sector) areResponsiveness, Professionalism and Attentiveness

8 / 23

Quality of a Product

I Quality of Designis the level of quality which the producer or supplier isintending to offer to the customer.If the quality of design does not reflect the customerrequirements, the product may not satisfy the customer.

I Quality of Conformanceis the level of the quality of product actually produced anddelivered to through the production or service process of theorganization as per the specification or design.When the quality of a product entirely conforms to the design,the qualify of conformance is deemed excellent.

Good quality can be attained only when both quality of designand quality of conformance are good.

9 / 23

Quality of Design

I To improve the quality of design, more focus is given toResearch and Development

I Innovation and creativity play a big role in achieving this

I The change due to this is step wise type improvement inQuality.

I Improving the Quality of Design will leads to increased cost.

10 / 23

Quality of Conformance

I This is the pacifical problem of implementation of design tomanufacturing

I Quality of Design is normally assessed in laboratory, where wehave lot of control procedures, which may not have at thewshop floor.

I Also, bulk production means, we can expect lot of variationdue to workforce, material, method, measurement,enviorment, etc.

I The main objective is to reduce the gap between the level ofquality at design and manufacturing stages.

I Quality Management Practices play a big role in achieving thequality of conformance.

11 / 23

Quality of ConformanceMeeting Targets and Reduce Variation

12 / 23

Quality Terminology

I Quality CharacteristicsEvery product possesses a number of elements that jointlydescribes what the user or consumer think of quality. Theseare called quality characteristics which may be of severaltypes: Physical (length, height etc.), Sensory (taste,appearance etc.) and Time orientation (reliability, durability,serviceability etc.)

I Quality Engineeringis the set of operational, managerial, and technical activitiesthat a company uses to ensure that the quality characteristicsof a product are at the nominal or required levels and that thevariability around these desired levels is minimum.

13 / 23

Managing for Quality: The Juran Trilogy

To attain quality, it is well to begin by establishing the ”vision” forthe organization, along with policies and goals. Conversion of goalsinto results (making quality happen) is then done throughmanagerial processes - sequence of activities that produce theintended results.Managing for quality makes extensive use of three managerialprocesses:

I Quality Planning

I Quality Control

I Quality Improvement

14 / 23

Quality Planning

I Establish quality goals

I Identify who are the customers

I Determine the needs of the customers

I Develop product features that respond to customers’ needs

I Develop processes able to produce the product features

I Establish process controls; transfer the plans to the operatingforces

15 / 23

Quality Control

I Evaluate actual performance

I Compare actual performance with quality goals

I Act on difference

I QC Feedback LoopI Choose control subjectsI Establish MeasurementsI Establish standards of performanceI Measure actual performanceI Interpret actual vs standardI Take action on difference

16 / 23

Quality Improvement

I Prove the need

I Establish the infrastructure

I Identify the improvement projects

I Establish improvement teams

I Provide the teams with resources, training, and motivation toDistinguish the causesStimulate remedies

I Establish controls to hold the gains

17 / 23

Manage for Quality - Juran Trilogy

18 / 23

99.9% Quality means:

I 21.7m lost emails each year in UK

I 19.8m letters lost by the UK Post Office last year

I 1632 defective cars sold in the UK every year

I 639 lost babies in maternity wards each year

I 450 failed take off or landings in UK

I 80 Escaped prisoners per annum

19 / 23

Aiming for Zero DefectsI 99.9% quality may not yield the customer satisfaction. So

almost all quality management philosophies focus on 100%quality or zero defects.

I Focus on continual improvement of qualityI Deming’s Plan - Do - Check - Act approach for continual

improvement

20 / 23

Aiming for Zero DefectsI For substantial improvement, we need to improve the DesignI Total Quality Management

* Every one has a role for quality* Do it Right First Time

21 / 23

Aiming for Zero Defects - Approaches

I Product Standards - specific to products

I Process Standards - ISO / QS 9000 standards - Common toall process

I Six Sigma Strategy - For any process

22 / 23

Quantitative Methods

I The role of quantitative methods, especially statisticalmethods, has an important role in managment of quality,especially

I Information arrived through proper data collection andanalysis will help to take appropriate decisions.

I Decision based on intution or expereience has its ownadvantages and disadvantages, but quantitative methods willgive more insight to the problems and give more meaningfulsolutions.

I In this course, we will try to learn a set of statisticaltechniques that are very useful for quality control andimprovement.

23 / 23