Lecture 1 - Intro to Quality
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Transcript of Lecture 1 - Intro to Quality
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Lecture 1: Introduction to Quality
By
Ramdziah Md.Nasir
EPM 212Metrology and Quality Control
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QualityWhat is Quality?
What is your definition of Quality?Why Quality?
How to measure Quality?
How to achieve Quality?
Quality ControlWhat is Quality Control?
Why Quality Control?
What are the tools of Quality Control?
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Quality is.. Conformance to specifications
Fitness for use/consumption
The very best in its class
Excellent
Exceeding expectations customer feelsspecials
Total customer satisfaction
There are many ways people look at quality andtherefore it can be defined in various ways
which can be real or perceived values
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Quality as they view it
Customers View The quality of the design (look, feel, function)
Product is functioning as intended and it lasts
Extra values in product customer feels special
Manufacturers View Conformance to requirements
Cost of achieving quality (prevention, scrap, warranty)
Increasing conformance increases profit
Governments View Product is safe for the public
Product is not harmful to the environment
Whats your definition of Q?
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Dimensions of Quality
Products- Performance
- Features
- Reliability
- Conformance- Durability
- Serviceability
- Aesthetics
- Perceived quality
Services- Reliability
- Responsiveness
- Accurate
- Assurance- Correct
- Emphaty
- Trustworthy
- Warranty
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Why Quality?Its Importance
Survival of an Organization in globalcompetition
It costs to correct mistakes/defects, to regaincustomers, to remain competitive. In the US
today, 15% - 20% of production costs areincurred in finding and correcting mistakes
It affects the peoples standard of living
(public health, safety, thereby has legalimplications)
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How do organizations compete?
Quality (high quality) Cost (low cost)
Delivery (time, accuracy)
Other measures Safety
Employee morale
Product development (innovative, time to market)
Socially/environmentally responsible
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Quality in todays global competition
Need for new strategy. Why?
Borderless market import barriers and protectioncan no longer isolate an organization from the
outside world. Consumers become increasingly sophisticated
Demand new and better products/services
Consumers are offered much more choices
Becoming more discriminating (choosy).
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Customers feedbacks
Rate of defects, non-conformity (in-house)
Requires statistical tools to look at the process
Quality Indicators
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Quality Indicators
Many agrees that the ultimate true quality indicators isthe customers wants and needs, although sometimes it
can be too much to fulfill or they can be bias. However,for an organization, customer is always right.
Sometimes they can be cranky, and it may sometimes seem like they
expect too much, but they do provide our paychecks and ourbenefits, such as sick leave, maternity leave, health insurance, andthree-weeks paid vacation time each year. And what about all thenew equipments weve been getting lately?. They pay for that, too.
And a lot more. So the next time you see them, give them a greatbig smile to show how much you appreciate themour Customers!
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Traditional Quality Control
Statistical process control (SPC)
Total Quality Management (TQM) Taguchi Methods
Quality Function Deployment (QFD)
ISO 9000 Design for 6 sigma
Etc
How to Achieve Quality?(Quality Programs)
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What is Quality Control (QC)?
A method to ensure products or servicesconform to the specifications or exceedexpectations. In doing so, it also apply to
people (maintaining quality workers) QC employs tools including manual (human
observations) and automated data (sensor,
etc) collections for quality assesment. Involves statistics, mathematics and
computer knowledge.
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Traditional Quality Control (TQC)
By INSPECTION. Follows the traditional ways ofinspecting products during processing and at theend of the process. Defects are thrown away.
Inspection at mainly 3 stages : (1) before materialsenter production, (2) during production, (3) after
production before delivery to customers. Drawbacks:
inefficient, does not add value to the quality of products, toolate, costly (labour, time, employee morale, lost of sale).
Often carried by different group of people (QC people),causes disagreement between the production and QC.
Incompatible with new production technique (e.g. JIT)
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Try to inspect and detect all letter f either capital or lowercase, in the paragraph. Treat the letter f as defective
item. Can you get the numbers correct the first time?
The study of SPC can be both fun and rewarding for everyone.
When you find out that the fundamental ideas of statistics arefairly easy to learn, you will discover that your efforts result ina great deal of satisfaction. If you treat production problem as
a puzzle, the application of SPC provides clues for its
solution, and when puzzle is finally solved, the feeling ofsatisfaction is very fulfilling. Puzzles can be frustrating, buttheir final solution is fun.
Traditional Quality Control
Answer: 23
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As a result of the above problems, many businesseshave focused their efforts on improving quality byimplementing quality management techniques -which emphasizes the role of quality assurance. AsDeming (a "quality guru") wrote: "Inspection with theaim of finding the bad ones and throwing them out istoo late, ineffective, costly. Quality comes not frominspection but from improvement of the process.PREVENTION is better than cure.
Many companies have moved away from TQC
Traditional Quality Control
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Statistical Process Control (SPC)
Tools of SPC: Histograms
Pareto Charts
Check Sheets Defect concentration diagrams
Scatter diagrams
Cause and effect diagrams Control charts
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Total Quality Management (TQM)
An organizational approach to qualityinvolving the customers, suppliers and allpeople in the organization (not just the QCpeople) in a never-ending quest for improvedquality.
Everyone from the CEO down to assemblyline workers must be committed to quality
Customeras the focal point and the drivingforce they must be kept happy
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Taguchi Method for Quality
Robust design: - To design products and processesin which the performance and functions are
relatively insensitive to variations in workingenvironments. It is often easier to design a product thatis insensitive to the environmental factors than to controlthe environment - Genichi Taguchi
Taguchi loss function
Tolerances define a range of parameter values about thenominal values that are acceptable. Taguchis concept is
that any deviation from the nominal value of the parametercauses some loss of function.
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Quality Function Deployment (QFD)
QFD is a methods of integrating the customerrequirements / or voices into thecharacteristics (features and functions) of a
product, early from the design stage toproduction.
Each customer requirements is matched tospecific characteristics of the product and the
relationship between each pair is rated(strong, medium, weak or can be givenscales).
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What is ISO 9000
A set of international standards on quality developedby the International Organization for Standards(ISO)
It is not a standard for products or services, but it
sets the standard for the systems, procedures ormethods used by any facilities that affects thequality of the products or services concerned.
ISO standards are generic, therefore generally
applicable to any type of facilities and the productsproduced.
ISO 9000 focus is on the facilitys quality system.
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Design for 6-sigma
Sigma is the standard deviation of a normaldistribution, and 6-sigma quality is an error rate of 3defectives per million units (0.0003% error or99.9997% perfection!)
In some organizations, 99% error-free is considered
good. That is 1 defect per 100 items. Five steps in 6-sigma quality approach: (1)Define
the project goals and customer requirements; (2)Measure the process to asses current performance;(3) Analyze the process and determine root causes
of the variations and defects; (4) Improve theprocess; (5) Control the new and improved process Remember DMAIC
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Quality Gurus (1920onwards)
Japanese Quality Innovators Kaoru Ishikawa (post WWII 1980s)
Genichi Taguchi (1960s 1980s)
U.S Quality Innovators
Walter Shewhart (1920-1940s)
W. Edwards Deming
Joseph M. Juran
Philip Crosby (1980s)
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What is your way ofachieving quality?
How do you define
quality?
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Question?
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Quality Gurus
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PROTON'S TOUGH ATTITUDE ON QUALITY SHOWING RESULTS
Shah Alam - It's been just five months into PROTON's Quality Enhancement Campaign, butcustomers are already beginning to benefit from the initiative to introduce a continuous andcomprehensive program aimed at improving the quality of Proton products.
Introduced in acknowledgement that quality has been an issue for PROTON, the campaign isone of the measures being taken to transform the national car manufacturer and addressesall key areas including the manufacturing and engineering processes, sales and after-salesservice activities, as well as vendors.
The campaign continues to address the importance of quality in all areas to:produce better products, implement more stringent systems and disciplines to abide by the procedures, improve the manufacturing and engineering processes, practice customer-focused service at showrooms and workshops, and extend the practice to vendors and dealers. "Quality is a thrust that any manufacturer continuously strives to improve upon and it is a
challenge which we will have to resolve if PROTON is to make an impact globally," saidManaging Director of PROTON Holdings Berhad, Syed Zainal Abidin Syed MohamedTahir.
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