quality management (pqm01) chapter 04 - quality...

Quality Management (PQM01)

Chapter 04 - Quality Control

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Involves monitoring specific project results to determine if they comply with relevant quality standards, and identifying ways to eliminate causes of unsatisfactory results.

Performed throughout the project

Results in ability to eliminate or reduce causes of unsatisfactory performance

2v.7.0- © Copyright and all rights reserved –Looking Glass Development, LLC.

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Juran defines Quality Control as – “The process through which we measure quality performance, compare it with quality goals, and act on the difference”.


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Conformance Nonconformance

Prevention Planning Scrap Failure

Appraisal Training Rework

Auditing Expediting

TestingWarranty Service

Controlling Recalls

4v. 7.0 - © Copyright and all rights reserved –Looking Glass Development, LLC.

Cost of Quality

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7 Basic Quality ToolsAlso know as 7QC Tools.Used within PDCA cycle to solve quality problems.They are:


• Cause-and-effect diagrams

• Flowcharts

• Checksheets • Pareto diagrams

• Histograms • Control charts

• Scatter diagrams

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Key Concepts Prevention vs. Control

◦ Prevention – Aims to stop an event or failure from ever occurring

◦ Control – Attempts to limit the impact of a failure after it has happened


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Key Concepts Attribute Sampling & Variable Sampling

◦ Attribute Sampling – Asks the question, does the attribute exist and is binary in nature?

◦ Variable Sampling – Addresses characteristics like how much and is numeric in nature


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Key Concepts Special Causes vs. Random Causes

◦ Special Causes – Unusual events

◦ Random/Common Causes – Normal or expected variations


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Key Concepts Tolerances & Control Limits

◦ Tolerances – Range of acceptable results

◦ Control Limits – Values that indicate if a process is in control


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Trend Analysis Involves using mathematical techniques to forecast future outcomes based on historical results.

Technical Performance – how many errors or defects have been identified, how many remain to be corrected?

Cost and Schedule Performance –how many activities per period were completed with significant variances?


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A Good Quality System Will Compare actuals to standards (inspection)

Act when standards are not met

Plan for improvements


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Control Charts – Graphic display of the results of a process over time

◦ Based on statistical probability

◦Determine if a process is in control

◦ Verify the impact on a process when changes are made


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Control Charts Key Terms A center line - designated with an “x”, which provides the average (x) of the process area.

An upper line designating the upper control limit (UCL).


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Control Charts Key Terms The lower line designating the lower control limit (LCL)

Points outside of the UCL and LCL are indicative that the process is out of control and/or unstable


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‘In Control’ – When ‘in control’ a process should not be adjusted

What is ‘out of control?

The ‘rule of 7’?

LCL

X

UCL

x

x

x

x

x

x

x

x

x

x

x

x

3ơ2ơ1ơ

-1ơ-2ơ-3ơ

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Variations Normal – Common, random, naturally occurring◦ Found throughout the entire system

◦ Accounts for 85% of variation (Deming)◦ Management’s responsibility to correct

◦ Requires investigation and elimination or incorporation


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Variations Abnormal – Assignable or special◦ Specific to material, machinery,

manpower, or method◦ Accounts for only 15% of variation◦ Location supervisor or worker should

correct


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SIPOCSometimes called COPISTool that summarizes the inputs and outputs of one or more processes in table form. Acronym SIPOC stands for suppliers, inputs, process, outputs, and customers which form the columns of the table.First used in TQM programs.Used today in Six Sigma and Lean manufacturing.


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SIPOC


Supplier CustomerProcessInput Output

Requirements &

Feedback Loop Requirements &

Feedback Loop

Requirements List

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Measurements List

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Requirements List

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Measurements List

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Pareto Diagrams – A histogram, ordered by frequency of occurrence, that shows how many results were generated by type of category of identified cause.


0

10

20

30

40

50

60

1 2 3 4 5 6

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Pareto Diagrams – Can combine bar charts with Pareto Diagrams


40 100

30 Cumulative 75

Percentage

20 50

10 25

0 0

Impro

per

Rota

tion

Nois

e

Wobble

Pre

ssure

Axle

Caulk

ing

Case W

obble

s

Oth

er

Nu

mb

er

of

Defe

cti

ve C

ases

Perc

en

tag

e o

f D

efe

cti

ve C

ases

Car Problems

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Statistical Sampling Terms Attribute – Either accept or reject

(% defective)

Variable – Anything measured (average measure)

Producer’s Risk – (alpha) chance of rejecting a good lot. Type II error.


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Statistical Sampling Terms Consumer’s Risk – (Beta) chance of accepting a bad lot. Type I error.

Sampling Plan – Sample size (n) and acceptance criteria ( c )


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Acceptance Sampling Process of evaluating a portion of the

product in a lot for the purpose of accepting or rejecting the entire lot.

Alternative to 0% or 100% inspection

Single or multiple samples


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Advantages of Acceptance Sampling

Smaller inspection staff Less product damage Quicker decisions Less inspection errors Lower cost


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Disadvantages of Acceptance Sampling

Sampling risks

Less information


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Quality Circles 5 -15 workers who meet on a frequent basis to identify, discuss and solve productivity and quality problems

One member of the group acts as the liaison between management and the group


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Quality Assurance – Applying the planned systematic quality activities to ensure that the project employs all processes needed to meet requirements.

Quality Control – Monitoring specific project results to determine whether they comply with relevant quality standards, and identifying ways to eliminate causes of unsatisfactory performance


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Perform

Quality

Control

Perform

Quality

AssuranceContinuous

Improvement

Quality

Planning

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Review Questions:

1. Which of the following statements concerning quality control is NOT true?

A. Quality control involves monitoring specific project results to determine if

they comply with relevant quality standards, and identifying ways to

eliminate causes of unsatisfactory results

B. Quality control is performed throughout the project

C. Quality control results in the ability to eliminate or reduce causes of

unsatisfactory performance

D. None; all of the above are true

2. Which of the following best describes the preventive aspect of quality control?

A. It attempts to limit the impact of a failure after it has happened

B. It aims to stop an event or failure from ever occurring

C. All of the above

D. None of the above

3. What type of sampling asks the question "does the attribute exist", and is binary

in nature?

A. Attribute sampling

B. Variable sampling

C. Both of the above


4. When evaluating the causes of errors, what type explains outcomes that are

naturally occurring?

A. Type I errors

B. Type II errors

C. Random causes

D. Special causes

5. What term is used to describe the range of acceptable results?

A. Control limits

B. Tolerances

C. Special causes

D. Random causes

6. Who describes quality control as the process through which we measure quality

performance, compare it with quality goals, and act on the difference?

A. Deming

B. Crosby

C. Juran

D. Taguchi

7. What type of analysis involves using mathematical techniques to forecast future

outcomes based on historical results?

A. Technical analysis

B. Trend analysis

C. Performance analysis


8. What kind of performance evaluates how many errors or defects have been

identified, or how many remain to be corrected?

A. Technical performance

B. Cost and schedule performance

C. Technical analysis

D. Trend analysis

9. Which of the following will a good quality control system do?

A. Compare actuals to standards (inspection)

B. Act when standards are not met

C. Plan for improvements

D. All of the above

10. Which of the following is used to describe a control chart?

A. Based on statistical probability

B. Determine if a process is in control

C. Verify the impact on a process when changes are made

D. All of the above

11. Which of the following is NOT a common name for the curve most often used to

describe a variable that is unaffected by other variables?

A. A normal distribution

B. A bell curve

C. A standard distribution

D. A Gaussian distribution

12. Which of the following terms is often used to describe the mid-point of the

distribution when examining a control chart?

A. The mean

B. X (with a line above it)

C. The centerline

D. All of the above

13. Which of the following terms is often used to describe the maximum allowable

value for a control chart?

A. Lower control limit

B. Upper control limit

C. Maximum value

D. Top value

14. Which of the following is NOT a term used to describe variations that account for

85% of the error?

A. Normal variation

B. Standard variation

C. Type II errors

D. Abnormal variation

15. A graph ordered by frequency of occurrence that shows how many results were

generated by type of category of identified cause is called what?

A. A histogram

B. A pareto diagram

C. A trend chart

D. A scatter diagram

16. Which of the following statistical sampling terms is used to describe a tested item

that is either accepted or rejected?

A. A variable

B. A sample plan

C. An attribute


17. What kind of risk is involved when you are worried that you might accept product

that should be rejected?

A. Producer risk

B. Consumer risk

C. Project risk

D. Alpha risk

18. Which of the following is an advantage of acceptance sampling?

A. Less product damage

B. Quicker decisions

C. Less inspection errors

D. All of the above

19. Which of the following is NOT a characteristic of a quality circle?

A. It is usually made up of 5 -15 workers

B. The team meets on a frequent basis to identify, discuss, and solve

productivity and quality problems

C. One member of the group acts as the liaison between management and

the group

D. All of the above are characteristics of a quality circle

20. Which of the following statements defines quality control?

A. It is the application of planned systematic quality activities to ensure that

the project employs all processes needed to meet requirements

B. It is the monitoring of specific project results to determine whether they

comply with relevant quality standards, and identifying ways to eliminate

causes of unsatisfactory performance

C. Both statements define quality control

D. Neither statement defines quality control

21. In which of the following processes is continuous improvement most commonly

categorized?

A. Quality planning

B. Perform quality assurance

C. Perform quality control

D. All of the above

Answer Key:

1. D

Quality control involves monitoring specific project results to determine if they

comply with relevant quality standards, and identifying ways to eliminate causes

of unsatisfactory results. It is performed throughout the project and results in the

ability to eliminate or reduce causes of unsatisfactory performance.

2. B

Prevention, as a concept in quality management, is all about stopping an event

or failure from ever occurring within the project.

3. A

Attribute sampling and variable sampling are the two types of sampling

techniques. Attribute sampling asks if the attribute exists at the desired level or

value. It is a simple yes or no question.

4. C

Random causes are inherent in nature and are difficult to predict. However, they

account for only 85% of the errors.

5. B

Tolerances describe the limits and what you are willing to tolerate or accept, in

terms of the results.

6. C

Juran describes quality control as the process through which we measure quality

performance, compare it with quality goals, and act on the difference.

7. B

Trend analysis takes past values and using mathematical techniques forecasts

future outcomes based on historical trends.

8. A

Technical performance is a purely quantitative method for measuring results. It

focuses on how many defects have been identified and keeping track of how

many remain to be corrected.

9. D

By definition, according to Juran, a good quality control system will measure

quality performance, compare it with quality goals, act on the difference, and plan

for improvements.

10. D

A control chart is based on statistical probability and is used to determine if a

process is in control by establishing upper and lower control limits. It can also

verify the impact on a process when changes are made.

11. C

The curve that describes any independent variable with a nominal number of

cases that is distributed in a balanced or normal fashion is called a normal

distribution, a bell curve or a Gaussian distribution.

12. D

It is most commonly referred to as the mean of the distribution; it can also be

represented by an X with a line over it, or called the centerline of the distribution.

13. B

Within a control chart, the tolerances are defined by an upper and lower control

limit. These create the maximum and minimum allowable value.

14. D

Abnormal variation, assignable, or special variations account for only 15% of

differences and require the resource to take action. These are different than the

normal or standard variation that is also referred to as a type II error.

15. B

A pareto diagram is a bar chart representing occurrences of something, usually

errors. It is typically organized from left to right with the most commonly

occurring errors on the left.

16. C

An attribute is a variable that has a yes or no answer. It can be binary in nature

or it can be a target value that must be reached as a minimum.

17. B

Consumer risk is sometimes referred to as a type I error and represents the

likelihood of accepting a product that should be rejected.

18. D

Acceptance sampling allows the organization to test only a small portion of the

total products. This allows for less damage (e.g. fewer products tested), quicker

decisions, and fewer errors.

19. D

Quality circles are usually made up of 5-15 workers, require the team to meet on

a frequent basis to identify, discuss, and solve productivity and quality problems.

They often require that one member of the group acts as the liaison between

management and the group.

20. B

Quality control is the monitoring of specific project results to determine whether

they comply with relevant quality standards, and identifying ways to eliminate

causes of unsatisfactory performance.

21. B

Continuous improvement is part of the perform quality assurance process.

quality management (pqm01) chapter 04 - quality...

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