Chapter 2 Basic Quality Concept

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COURSE LEARNING OUTCOME

Upon completion of this course, students should be able to:-
1. Identify the fundamental statistics and basic quality concepts and
various terms relating to quality.
2. Understand the definitions, types and objectives of product inspections
and selecting the right method.
3. Apply and relate the implementation of statistic in products or services
quality control such as by using SPC and SQC software.
4. Analyze based on different types of plotted charts such as control chart,
matrix, Pareto, scatter diagram, check sheet, graph and brainstorming
method in purposely to improve the quality.
5. Evaluate the best and most cost effective method in ensuring product
quality that fulfill the ISO 9000 standard.
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COURSE OUTLINE
1. FUNDAMENTAL OF STATISCTICS
2. BASIC QUALITY CONCEPT
QUALITY CONTROL
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Importance of quality towards consumer and society
Quality definition and meaning of zero defect
The importance of internal and external customers
The meaning of quality control; quality assurance; total quality
management (TQM); and continuous improvement
The role and several method of inspection:
I. 100% inspection implemented
II. Purpose of sampling in inspection
DEFINITION OF QUALITY
Qualityis the ability of a product or service to consistently meet
or exceed customer expectations.
Quality is conformance to requirement or specifications (Crosby)
In simple word quality means fitness for use. (Juran)
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BASIC QUALITY CONCEPTS
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DEFINITION OF QUALITY
The official definition of quality, standardized by the ANSI/ASQC in
1978, is "the totality of features and characteristics of a product or
service that bears on its ability to satisfy given needs."
The "ability to satisfy given needs" reflects the value of the product
or service to the customer including:
Economic value
Safety
Reliability
Maintainability.
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Key Contributors to Quality Management

Contributor

Deming

Juran

Feignbaum

Crosby

Ishikawa

Taguchi

Ohno and Shingo
Known for

14 points; special & common causes of variation

Quality is fitness for use; quality trilogy

Quality is a total field

Quality is free; zero defects

Cause-and effect diagrams; quality circles

Taguchi loss function

Continuous improvenment
Quality

DIMENSION OF QUALITY
Performance- main characteristics of the product/service such as
time, cost and workmanship aspect
Features - Secondary characteristics (added consideration such as
creativity in design)
Conformance Meeting specification or industry standards,
workmanship and client requirement in contract
Reliability- consistency of performance over time, average time for
the unit to fail
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Durability- useful life of the product/service, less requiring
maintenance or repair
Serviceability Resolution of problems and complaints, ease of repair
Response Human to human interface such as efficiency during meeting,
fast decision making, effective human resource management
Aesthetics Sensory characteristics in design such as exterior
finishing (appearance, feel, smell, taste)
Reputation Past performance and other intangibles such as being
ranked first in the tendering process
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QUALITY CONTROL
DEFINITION
Control can be defined as "a process by means of which we observe
the actual performance and compare it with some standard".
The term "Quality Control" has variety of meanings :
The use of techniques and activities to achieve, sustain and improve the
quality of a product or service
Quality control is the process through which we measure the actual
quality performance, compare it with the standards and take corrective
action if there is a deviation.
It is a systematic control of various factors that affect the quality of the
product. It depends on : Material, Tools, Machines, type of labor,
working conditions, measuring instruments, etc.
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Quality control involved the following technique and
activities:
1. Specifications of what is needed
2. Design of the product or service to meet the specifications
3. Production or installation to meet the full intent of the
specifications
4. Inspection to determine conformance to specifications
5. Review of usage to provide information for the revision of
specification if needed
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OBJECTIVES QUALITY CONTROL
Establishment of quality standard
Locating quality deviations
Evaluating methods and processes of production
Quick sale of quality goods and meet the delivery period
Production of standard quality goods
Improvement in quality
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Advantages of QC
The improvement in the quality of products and service
System os continually evaluated and modified to meet changing
needs of the customer
A QC system improves productivity, which is one of the goals
of all organizations.
System reduces costs in the long run
Improved productivity, the lead tome on the production of
parts and subassemblies is reduces, which may result in an
improvement in the meeting customer due dates.
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Advantages QC to manufacturer
Stability to sale and goodwill/popular in the market
Ability to face market competition effectively
Reduction in production and inspection costs
Elimination of wastage due to rejections and uniformity in production.
Improvement in the productivity and motivation of employees.
Advantages QC to consumer
Availability of standard quality and reliable goods
Proper reward for the price paid
Safety to life and health
Better standard of living and protection against substitution or
adulteration and quick shopping of goods.
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TOTAL QUALITY CONTROL
"An effective system for integrating the quality development, quality
maintenance and quality improvement efforts of the various groups
in an organization, so as to enable production and services at the
most economical levels which allow full customer satisfaction."
BY ARMAND FEIGNABAUM
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TOTAL QUALITY
CONTROL
Application of
quality
management
principles to all
areas of
business from
design to
delivery.
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Advantages of TQC
Fewer complaints and lower warranty cost
Higher profit
Improved reputation and increased market share
Decrease in production cost due to mass production
Decrease in price of product
Prompt delivery and higher productivity
Improved employee morale due perks, promotion and
reputation of the company
Improved labour efficiency and better industrial relation
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Statistical Quality Control (SQC)
- SQC is branch of quality control. It is collection, analysis and interpretation
of data for use in quality control activities.
- Divide two major parts:
Statistical Process Control(SPC) comparison of the output of a
process or a service with a standard and the taking of remedial actions
in case of a discrepancy between the two. It involves determination of
the ability of a process to produce a product that meets desired
specifications or requirements.
Acceptance Sampling plans is plan the determines the no of items to
sample and the accepatnce criteria stipulated conditions such as the risk
of rejecting a good lot or accepting a bad lot.
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QUALITY ASSURANCE
Definition: All those planned or systematic actions necessary to
provide adequate confidence that a product or service will satisfy
given requirements for quality.
The processes that ensure production quality meets the
requirements of customers
This is an approach that aims to achieve quality by organizing every
process to get the product right first timeand prevent mistakes
ever happening. This is also known as a zero defect approach.
In quality assurance, there is more emphasis on self-checking,
rather than checking by inspectors.
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Quality Assurance Quality Control
A medium to long-term process;
cannot be implemented quickly
Can be implemented at short-notice
Focus on processes how things are
made or delivered
Focus on outputs work-in-progress
and finished goods
Achieved by improving production
processes
Achieved by sampling & checking
(inspection)
Targeted at the whole organisation Targeted at production activities
Emphasizes the customer Emphasises required standards
Quality is built into the product Defect products are inspected out
INSPECTION
Critical appraisal involving examination, measurement, testing,
gauging, and comparison of material or item.
An inspection determines if the material or item is in proper
quantity and condition and if it conforms to the applicable or
specified requirements.
Inspection is generally divided into three categories:
1. Receiving inspection,
2. In-process inspection
3. Final inspection
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First Stage Before process: done at the beginning of the
process when materials (raw materials) are received
Second Stage: In process: is carried out throughout the
process. It means that stages conducted before a product is
released. This is to ensure the product is still following the
specification.
Third stages- last stages: carried at the end of the finished
product. Usually done in the area of manufacturing of product
itself. It is to confirmed the final products have been properly
inspected to produce high quality product
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METHOD OF INSPECTION
100% Inspection
Inspection of each unit of incoming material individually. 100
percent inspection is time-consuming and costly.
Disadvantages- takes a long time: it is expensive, and inspectors are
less effective as they get tired.
Sampling Inspection
Inspection of a batch of material from a lot
to determine whether to accept that lot.
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TOTAL QUALITY MANAGEMENT
Definition: A philosophy that involves everyone in a continual effort to
improved quality and achieve customer satisfaction
A management approach that aims for long-term success by focusing on
customer satisfaction. TQM based on the participation of all members of
an organization in improving process, products, services, and the culture in
which they work.
TQM BASIC CONCEPT
1. A committed and involved management to provide long-term top
to bottom organization support.
2. An unwavering focus on customer, both internally and externally
3. Effective utilization of the entire work force
4. Continuous quality improvement of the business and production
process.
5. Performance measures for the processes.
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ELEMENT OF TQM
1. Continual improvement
2. Competitive benchmarking
3. Employee empowerment
4. Team approach
5. Decisions based on facts
6. Knowledge of tools
7. Supplier quality
8. Champion
9. Quality at the source
10. Suppliers
Advantages of implementation of TQM to companies
Customer receive what they order without nonconformities,
on time, in right quantity, shipped and billed on time.
Supplier meet our requirements
Sales people determine customer needs
New products and processes are developed to agreed-upon
requirements, as scheduled and at lower cost
People enjoy their work
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QUALITY IMPROVEMENT
Definition: A philosophy that seeks to make never ending improvement to
process of converting inputs into outputs
Quality improvement is never ending process, and efforts to reduce the
variability of a process and reduce the production of nonconforming items
should continue forever.
Whereas process control deals with identification and elimination of
special causes the forces to go out of control, in order to bring the process
to a state of statistical control, quality impriovement realtes to the
detection and elimination of common causes.
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CUSTOMER
-An organization or
individual that receives a
product or service from the
company
- A department or individual within the
company that relies on others to satisfy
the external customer
External Internal
Examples: Sales department depending to
production to meet customer order
Examples: End user (Customer
buy a car from the company)
ZERO DEFECT
do it right the first time
Quality according to Philip Crosby is conformance to specifications.
A Defect means non-conformance to quality standards and not
necessarily a failure such as:
Equipment breakdown
Damage to machinery
Low product quality
Aim at reducing or eliminating the cause of a failure.
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ZERO DEFECTS AND REQUIREMENT MANAGEMENT
Crosby defines quality as conformance to standards. These
standards vary or depend on organizational goals or requirements:
Find out what is the actual requirement (what do you want?)
Know how important they are to your customer
Find out what aspects control the requirement
Determine how and when they change
Identify the effects of the change
Standards are set based on these requirements. Quality can then
follow these standards. This helps initiate the cycle of continuous
improvement to achieve zero defects
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Principles of Zero Defect
1. Quality is conformance to requirement
2. Defect preventive is prefereble to quality inspection and
correction
3. Zero defects is the quality standard
4. Quality is measured in monetary terms the price of
Nonconformance
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END
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COURSE LEARNING OUTCOME

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