quality planning by zaipul anwar business & advanced technology centre, universiti teknologi...

QUALITY QUALITY PLANNINGPLANNING

By By Zaipul AnwarZaipul Anwar

Business & Advanced Technology Centre,Business & Advanced Technology Centre,Universiti Teknologi MalaysiaUniversiti Teknologi Malaysia

QUALITY PLANNINGQUALITY PLANNING

What Is Quality Planning?What Is Quality Planning?

Quality planning is the activity of Quality planning is the activity of determining customer needs and determining customer needs and developing the products and processes developing the products and processes

required to meet those needsrequired to meet those needs


For managers to provide this leadership requires For managers to provide this leadership requires that theythat they Understand how quality planning is being doneUnderstand how quality planning is being done Understand how quality planning should be doneUnderstand how quality planning should be done Provide the needed infrastructure and resourcesProvide the needed infrastructure and resources

The leadership for change must come from the The leadership for change must come from the managersmanagers


MULTIPLE LEVELS OF QUALITY PLANNINGMULTIPLE LEVELS OF QUALITY PLANNING The worker level. The worker level. The departmental level. The departmental level. The multifunctional levelThe multifunctional level

This level is concerned with broadThis level is concerned with broad processes, such processes, such as new product development, recruitment, purchasing, as new product development, recruitment, purchasing, and billing. Such processes thread their way through and billing. Such processes thread their way through multiple company functionsmultiple company functions

The corporate or divisional levelThe corporate or divisional level

OUR ROLEOUR ROLE

CustomerCustomer Processor Processor Supplier Supplier

OUR OUR PROCESS (ES)PROCESS (ES)

Our Our SupplierSupplier

Our Our InputsInputs

Our Our Product (s)Product (s)

Our Our CustomerCustomer


The Quality Planning The Quality Planning diagramdiagram

To illustrate, the company is a To illustrate, the company is a processorprocessor team. In team. In its role as a its role as a customercustomer it receives such inputs asit receives such inputs as

Information concerning client needs, Information concerning client needs, competitive products, and government competitive products, and government regulationsregulations

Money from sales and investorsMoney from sales and investors Purchased goods and servicesPurchased goods and services Feedback from customersFeedback from customers


In its role as a In its role as a processorprocessor, , the company converts the company converts these and other inputs into products such as these and other inputs into products such as sales contracts, purchase orders, saleable sales contracts, purchase orders, saleable goods and services, invoices, and reports of goods and services, invoices, and reports of many kindsmany kinds


In its role as In its role as suppliersupplier, , the company the company provides clients with goods services, and provides clients with goods services, and invoices, and provides suppliers with invoices, and provides suppliers with purchase orders, payments, and feedback. purchase orders, payments, and feedback. Information is provided to allInformation is provided to all

AP

PL

Y M

EA

SU

RE

ME

NT

Existing Product and Process

Identify Customers

List of Customers

Discover Customers’ Needs

List of Customers’ Needs (in their language)

Translate

Customers’ Needs (In our language)

Develop Product

Product Features

Develop Process

Process Features (process ready to produce)

Transfer to Operations

THE THE QUALITY QUALITY PLANNINPLANNING ROAD G ROAD

MAPMAP


Identify CustomersIdentify Customers

Existing Product and ProcessExisting Product and Process

PROCESSPROCESS

INPUTINPUT

OUTPUTOUTPUT List of CustomersList of Customers

Input-output diagram for identifying customersInput-output diagram for identifying customers

The The input input is the subject matter of the planning—the product (or is the subject matter of the planning—the product (or process) under considerationprocess) under consideration

The The process process consists of the activities conducted to discover who is consists of the activities conducted to discover who is affected by the productaffected by the product

The The output output is a list of those who are affected—the customersis a list of those who are affected—the customers

Flow ChartingFlow ChartingA. Macro-level Flow ChartingA. Macro-level Flow Charting B. Micro-level Flow ChartingB. Micro-level Flow Charting

Source: AT&T Network Operations GroupSource: AT&T Network Operations Group

•Provides understanding of the wholeProvides understanding of the whole

•Identifies customers previously neglectedIdentifies customers previously neglected

•Identifies opportunities for improvementIdentifies opportunities for improvement

Pareto analysis of Pareto analysis of customers and sales customers and sales

volumevolume

Useful Useful ManyMany

Vital Vital FewFew

SalesSalesCustomersCustomers

PercentPercent

100100

00

Use of the Pareto principleUse of the Pareto principle • A relative few (“vital few”), A relative few (“vital few”), each of whom is of great each of whom is of great importance to us.importance to us.

• A relatively large number of A relatively large number of customers, each of whom customers, each of whom is only of modest is only of modest importance to us (the importance to us (the “useful many”)“useful many”)

Use of the Pareto Use of the Pareto principle - exampleprinciple - example

For example, two types of clients book hotel rooms:For example, two types of clients book hotel rooms: Travellers who arrive one by one at randomTravellers who arrive one by one at random Planners of meetings and conventions who book blocks Planners of meetings and conventions who book blocks

of rooms far in advanceof rooms far in advance The planners of meetings and conventions The planners of meetings and conventions

constitute the vital-few customers. These planners constitute the vital-few customers. These planners receive special attention from the hotel. The receive special attention from the hotel. The travellers are the useful many, and they receive travellers are the useful many, and they receive standardised attentionstandardised attention

Key InterfacesKey Interfaces

BUSINESSBUSINESS EXAMPLE OF KEY INTERFACEEXAMPLE OF KEY INTERFACE

BankingBanking Bank teller and depositorBank teller and depositorRestaurantRestaurant Waiter and dinerWaiter and dinerHotelHotel Reception clerk and guestReception clerk and guestRetailingRetailing Salesperson and shopperSalesperson and shopperTelephoneTelephone Operator and subscriberOperator and subscriber

A Customer Is a Cast of A Customer Is a Cast of CharactersCharacters

Example: Those who sell supplies to hospitals soon Example: Those who sell supplies to hospitals soon learn that their customers include the hospital learn that their customers include the hospital

administrator, the purchasing director, the quality administrator, the purchasing director, the quality director, various heads of specialized departments director, various heads of specialized departments (e.g., pharmacy, X-ray, histology, and cardiology), (e.g., pharmacy, X-ray, histology, and cardiology),

and various professionals (e.g., physicians, and various professionals (e.g., physicians, surgeons, and nurses). All have needs, and all have surgeons, and nurses). All have needs, and all have some degree of influence on what is to be bought, some degree of influence on what is to be bought,

and from whomand from whom


Internal CustomersInternal Customers Internal customers include the managers of the Internal customers include the managers of the

affected departments. Their influence on quality affected departments. Their influence on quality is considerable.is considerable.

Internal customers also include the work force. Internal customers also include the work force. Individually, they are among the useful many. Individually, they are among the useful many. Collectively, they are one of the vital fewCollectively, they are one of the vital few


ConsumersConsumers Consumers are a vital category of Consumers are a vital category of useful-manyuseful-many

customers. Their limited technological literacy forces customers. Their limited technological literacy forces them to rely heavily on fallible, biased human sensing them to rely heavily on fallible, biased human sensing in making their decisions about which products to buy. in making their decisions about which products to buy. They discover the technological adequacy of the They discover the technological adequacy of the product later, through subsequent usage. The results product later, through subsequent usage. The results of that usage are then influential regarding repeat of that usage are then influential regarding repeat purchases.purchases.


ConsumersConsumers Suppliers face these realities in various ways:Suppliers face these realities in various ways:1.1. Accept some consumer perceptions, bias and all, and then Accept some consumer perceptions, bias and all, and then

design products and practices to respond to those design products and practices to respond to those consumer perceptions.consumer perceptions.

2.2. Try to change consumer perceptions by such methods as Try to change consumer perceptions by such methods as providing demonstrations or opportunities for trial use of providing demonstrations or opportunities for trial use of products.products.

3.3. Publish technological data and propaganda to stimulate Publish technological data and propaganda to stimulate changes in perceptions.changes in perceptions.

Classification Based on Classification Based on UseUse

ProcessorsProcessors. . They use a product as inputs to their process. They then perform They use a product as inputs to their process. They then perform additional processing after which they sell the resulting product to additional processing after which they sell the resulting product to their their customers. customers. In consequence, the initial product affects multiple levels of customers.In consequence, the initial product affects multiple levels of customers.

MerchantsMerchants. . They buy a product for resale. As part of the resale they may perform They buy a product for resale. As part of the resale they may perform some processing along with breaking bulk and repackaging. As with the some processing along with breaking bulk and repackaging. As with the processors, the initial product affects multiple levels of customers: the merchant, processors, the initial product affects multiple levels of customers: the merchant, the merchant’s clients, and so on through the distribution chain.the merchant’s clients, and so on through the distribution chain.

Ultimate usersUltimate users. . They are the final destination of the product. In some product lines They are the final destination of the product. In some product lines there is a market for used products, so that there are multiple tiers of ultimate there is a market for used products, so that there are multiple tiers of ultimate users.users.

The publicThe public. . Members of the public may be affected by a company even though Members of the public may be affected by a company even though they do not buy its products. The most obvious impacts relate to product safety or they do not buy its products. The most obvious impacts relate to product safety or to damage to the environment. There are other impacts as well.to damage to the environment. There are other impacts as well.

What role should managers play at each step of the planning What role should managers play at each step of the planning process?process?

What role should managers play with respect to the quality What role should managers play with respect to the quality planning process generally?planning process generally?

auditing of the quality-planning process auditing of the quality-planning process (the quality-planning process generally, specific elements of the (the quality-planning process generally, specific elements of the

quality-planning process)quality-planning process) managers should assure that the methods in use for managers should assure that the methods in use for

identifying customers are able to identifying customers are able to provide the quality planners provide the quality planners with the essential customer basewith the essential customer base

AP

PL

Y M

EA

SU

RE

ME

NT


Identify Customers

List of Customers



Translate


Develop Product

Product Features

Develop Process




MAPMAP

Input-output diagram Input-output diagram for identifying for identifying

customers’ needscustomers’ needs

Discovery of customers’ needs is the second step on the quality-planning road mapDiscovery of customers’ needs is the second step on the quality-planning road map

List of Customers


Customers’ Needs(in their language)

INPUT

PROCESS

OUTPUT

Stated Needs and Real NeedsStated Needs and Real Needs Perceived NeedsPerceived Needs Cultural Needs Cultural Needs Needs Traceable to Unintended Needs Traceable to Unintended

UseUse

Types of customers’ Types of customers’ needsneeds

Methods for Methods for Discovering Discovering

Customers’ NeedsCustomers’ Needs Be a CustomerBe a Customer Communicate with CustomersCommunicate with Customers Market ResearchMarket Research Simulate Customers’ UseSimulate Customers’ Use

Customers’ Needs Are a Moving TargetCustomers’ Needs Are a Moving Target

A ROLE FOR A ROLE FOR MANAGERSMANAGERS

Visits with key customersVisits with key customers Review of reports on market researches, sales, Review of reports on market researches, sales,

customer service, product dissatisfactions, etc.customer service, product dissatisfactions, etc. Attendance at industry conferences and showsAttendance at industry conferences and shows

AP

PL

Y M

EA

SU

RE

ME

NT


Identify Customers

List of Customers



Translate


Develop Product

Product Features

Develop Process




MAPMAP

Input-output diagram Input-output diagram for translationfor translation

Translate

Customers’ Needs(in our language)

INPUT

PROCESS

OUTPUT

Customers’ Needs(in their language)

Customer needs may be stated in any of several languages:Customer needs may be stated in any of several languages:1.1. The customer’s languageThe customer’s language2.2. The producer or supplier’s (“our”) languageThe producer or supplier’s (“our”) language3.3. A common languageA common language

Common languages in Common languages in the companythe company

Upper Management: Language of

Money

Middle Management: Must be Bilingual

Lower Management and Non-supervisors:

Language of Things

A Role for ManagersA Role for Managers

Managers should accelerate this evolution by Managers should accelerate this evolution by creating project teams whose missions are creating project teams whose missions are directed at directed at establishing the needed glossaries, establishing the needed glossaries, standardisation, and measurement.standardisation, and measurement.

Spreadsheet: Customer Spreadsheet: Customer needsneeds

NEEDS

Secondary TertiaryLow purchase price

Warranty coverage

TRANSLATION

NEEDS TRANSLATION

Length of Warranty

AP

PL

Y M

EA

SU

RE

ME

NT


Identify Customers

List of Customers



Translate


Develop Product

Product Features

Develop Process




MAPMAP

Develop Product

Product Features

INPUT

PROCESS

OUTPUT

Customers’ Needs(in units of measure)

Input-output diagram Input-output diagram for product for product

developmentdevelopment

Product development is the activity of determining the Product development is the activity of determining the product features that respond to customer needsproduct features that respond to customer needs

The spiral of progress in The spiral of progress in qualityquality

FEEDBACKMAINTENANCE

USERETAIL

WHOLESALE

The following table lists The following table lists some of the products, along some of the products, along with who the suppliers are with who the suppliers are

and who the principal and who the principal customers arecustomers are

PRODUCTS SUPPLIERS PRINCIPAL CUSTOMERS Invoices Purchase orders Financial statements Recruits Office Space Legal advice

Finance Purchasing Finance Personnel Office service Legal department

Clients Suppliers Managers All departments All office departments All departments

Product Features: The CriteriaProduct Features: The Criteria

Meets the needs of our customers. Meets the needs of our customers. “Needs” here, means all customers’ needs: “Needs” here, means all customers’ needs: stated, perceived, real, and cultural.stated, perceived, real, and cultural.

Meets our needs as a supplier Meets our needs as a supplier including the needs of our internal customers.including the needs of our internal customers. Meets competition. Meets competition. The fact that a product meets customer needs does not assure The fact that a product meets customer needs does not assure

that customers will buy it; a competitor’s product may be better, or give better that customers will buy it; a competitor’s product may be better, or give better value. Hence, meeting competition is an important criterion for product developers.value. Hence, meeting competition is an important criterion for product developers.

Minimises the combined costs. Minimises the combined costs. Customers and suppliers incur costs when they use Customers and suppliers incur costs when they use or supply the product, and each tries to keep their respective costs to a minimum. or supply the product, and each tries to keep their respective costs to a minimum. However, the true optimum as viewed by society is to minimize the combined costsHowever, the true optimum as viewed by society is to minimize the combined costs

Disciplines for determining product Disciplines for determining product features include the quality-oriented features include the quality-oriented disciplinesdisciplines

Models and data systems for evaluating and predicting product reliability and maintainabilityModels and data systems for evaluating and predicting product reliability and maintainability Process-capability studies for evaluating and predicting producibilityProcess-capability studies for evaluating and predicting producibility Experiments for discovering the optimum result attainable from multiple converging variablesExperiments for discovering the optimum result attainable from multiple converging variables Spreadsheets for assembling numerous interrelated data into condensed, easy-to-grasp Spreadsheets for assembling numerous interrelated data into condensed, easy-to-grasp

formsforms Methods for evaluating cost of poor qualityMethods for evaluating cost of poor quality Methods for guarding against human errorMethods for guarding against human error

Decision trees, flow diagrams, and still other aids to quality analysis and decision makingDecision trees, flow diagrams, and still other aids to quality analysis and decision making

Product DesignProduct Design

An essential part of product development (i.e., providing An essential part of product development (i.e., providing the product features required to meet customer needs) is the product features required to meet customer needs) is product design. As used here, product design. As used here, product design product design is the is the activity of defining the product features required meeting activity of defining the product features required meeting customer needs.customer needs.

Product design is a creative process based largely on Product design is a creative process based largely on technological or functional expertise. The designers are technological or functional expertise. The designers are design engineers, systems analysts, and still other design engineers, systems analysts, and still other planners. The end results of product design are planners. The end results of product design are specifications, drawings, and proceduresspecifications, drawings, and procedures

Product DesignProduct Design

The Pros and Cons of StructureThe Pros and Cons of Structure Cons - Cons - It is a lot of extra work to prepare the spreadsheets It is a lot of extra work to prepare the spreadsheets

(and other elements) of the structured approach(and other elements) of the structured approach Pros - Pros -

It is an aid to human effectiveness, supplementing human It is an aid to human effectiveness, supplementing human memory and helping to guard against human errormemory and helping to guard against human error

It is an aid to participation in quality planning; that is, It is an aid to participation in quality planning; that is, completing the spreadsheets requires inputs from the completing the spreadsheets requires inputs from the affected departmentsaffected departments

Brief planning and Brief planning and lengthy execution lengthy execution

versus lengthy versus lengthy planning and brief planning and brief

executionexecution

Japan Plan Japan Execute

U.S. Plan U.S. Execute

Time

During During the the

process process of of

launchinlaunching new g new

productproducts, use is s, use is made of made of

three three generic generic forms of forms of spread-spread-sheetsheet

Example of spreadsheet Example of spreadsheet showing standardised symbolsshowing standardised symbols

Qualitative customer Qualitative customer needs and quantitative needs and quantitative

productproductCUSTOMER NEEDS (in qualitative terms)

RESULTING PRODUCT FEATURES (in quantitative terms)

Promptness Reliability Safety Roominess Purity

Delivery time Mean time between failures Tensile strength Spatial dimensions Parts per million of impurities

AP

PL

Y M

EA

SU

RE

ME

NT


Identify Customers

List of Customers



Translate


Develop Product

Product Features

Develop Process




MAPMAP

Input-output diagram Input-output diagram for process for process

developmentdevelopment

A A process process is “a systematic series of actions directed to the is “a systematic series of actions directed to the achievement of a goal.” As used here, the term includes all functions, achievement of a goal.” As used here, the term includes all functions,

non-manufacturing as well as manufacturing. It also includes the non-manufacturing as well as manufacturing. It also includes the human forces as well as the physical facilitieshuman forces as well as the physical facilities

Develop Process

Process Features

INPUT

PROCESS

OUTPUT

Product Goal

Process DevelopmentProcess Development Process development Process development is a generic term that includes the activities of product is a generic term that includes the activities of product

design review, choice of process, and process design, provision of facilities, design review, choice of process, and process design, provision of facilities, and provision of software (methods, procedures, cautions). and provision of software (methods, procedures, cautions).

Our emphasis is on process design, which is defined as follows: Our emphasis is on process design, which is defined as follows: the activity of the activity of defining the specific means to be used by the operating forces for meeting the defining the specific means to be used by the operating forces for meeting the product goalsproduct goals. .

This definition covers This definition covers (a) (a) the physical equipment to be provided; the physical equipment to be provided; (b)(b) the associated software (the brain and nervous system of the the associated software (the brain and nervous system of the

equipment); and equipment); and (c) (c) information on how to operate, control, and maintain the equipmentinformation on how to operate, control, and maintain the equipment

Process CapabilityProcess Capability

In the case of process development a major aid for In the case of process development a major aid for prediction is “process capability”: prediction is “process capability”: the inherent ability the inherent ability of a process to carry out its intended missionof a process to carry out its intended mission

Example - Engineers who design goods are aided Example - Engineers who design goods are aided by tables that set out the properties of materials and by tables that set out the properties of materials and the failure rates of componentsthe failure rates of components

The end result of process design is a definition of The end result of process design is a definition of the means to be used by the operating forces for the means to be used by the operating forces for meeting the product goals. meeting the product goals.

To arrive at this definition the process designers To arrive at this definition the process designers require various inputs, especially knowledge of the require various inputs, especially knowledge of the product quality goals, of the operating conditions, product quality goals, of the operating conditions, and of the capability of alternative processesand of the capability of alternative processes

Process DesignProcess Design

Most major processes consist of multiple operations (also called steps, tasks, unit processes, Most major processes consist of multiple operations (also called steps, tasks, unit processes, etc.). etc.).

Examples of such operations are opening the mail and heat treating. Such operations are linked Examples of such operations are opening the mail and heat treating. Such operations are linked together in various ways, mainly by a combination of a procession and an assembly treetogether in various ways, mainly by a combination of a procession and an assembly tree

Process DesignProcess Design

FIGURE 22 The procession

SUPPLIER DEPARTMENT

IN HOUSE DEPARTMENTS

To Test and Usage

Final Assembly

Sub- Assembly Dept.

In-House Dept.

Supplier Dept.

To Test and Usage

Spreadsheet: Product Spreadsheet: Product features and process features and process

PRODUCT FEATURE

PRODUCT GOAL

PROCESS FEATURES —

Wave Solder Conditions Parts Bin Arrangement Solder Temp Contact Time Alloy Purity

Identity of components

100% correct part numbers inserted

**

Component polarity

100% correct orientation

*

Continuity of solder joints

100% continuity ** ** **

Key: ** Strong relationship * Weak relationship

AP

PL

Y M

EA

SU

RE

ME

NT


Identify Customers

List of Customers



Translate


Develop Product

Product Features

Develop Process




MAPMAP

Transfer to operationsTransfer to operations Transfer to operations Transfer to operations includes a transfer of responsibility includes a transfer of responsibility

from the planners to the operating managersfrom the planners to the operating managers Proof of process capability can be provided by direct Proof of process capability can be provided by direct

measurement of the process (if feasible)measurement of the process (if feasible) Other waysOther ways

The dry runThe dry run The pilot testThe pilot test The Acceptance testThe Acceptance test SimulationSimulation

AUDITING OF THE QUALITY-AUDITING OF THE QUALITY-PLANNING PROCESSPLANNING PROCESS

The analysis should concentrate on providing answers to results-The analysis should concentrate on providing answers to results-oriented questions such as,oriented questions such as,

How well were customers’ needs met?How well were customers’ needs met?How lengthy was the cycle time?How lengthy was the cycle time?How extensive was the redoing of prior work?How extensive was the redoing of prior work?

The analysis should also examine the quality-planning process used to The analysis should also examine the quality-planning process used to secure these results. Here the need is to provide answers to questions secure these results. Here the need is to provide answers to questions such as,such as,

What specific features of the quality-planning process seemed to have What specific features of the quality-planning process seemed to have been associated with well-planned projects?been associated with well-planned projects?What specific obstacles were encountered by the planners?What specific obstacles were encountered by the planners?What can be done to help the planners (e.g., superior data base and What can be done to help the planners (e.g., superior data base and training)?training)?

The World Turned Upside Down!The World Turned Upside Down!

QUALITY CIRCLESQUALITY CIRCLES

CEO

SNR MGT

MANAGEMENT

SUPERVISORS

OPERATORS

CONTROL

COACHMASS PRODUCTIVITY /MASS PRODUCTIVITY /SCIENTIFIC MANAGEMENTSCIENTIFIC MANAGEMENT

CEO

SNR MGT

MANAGEMENT

SUPERVISORS

OPERATORS

CUSTOMER FOCUSED /CUSTOMER FOCUSED /CONTINUOUS IMPROVEMENTCONTINUOUS IMPROVEMENT

THE BENEFITS OF THE BENEFITS OF QUALITY CIRCLESQUALITY CIRCLES

A Direct Pay-off (cost/benefits)A Direct Pay-off (cost/benefits) An Operator To Manager Dialogue (involvement, An Operator To Manager Dialogue (involvement,

participation, communication)participation, communication) A Manager To Manager Dialogue (awareness)A Manager To Manager Dialogue (awareness) An Operator to Operator Dialogue (attitudes)An Operator to Operator Dialogue (attitudes) A Quality Mindedness (product quality and A Quality Mindedness (product quality and

reliability, prevention of non-conformance)reliability, prevention of non-conformance) The Personal Development of the ParticipantsThe Personal Development of the Participants

quality planning by zaipul anwar business & advanced technology centre, universiti teknologi...

Documents