Introduction To Quality Week 1 PDF

Introduction to
Quality
An introduction to Quality
By: Tengku Mohd Faisal Tengku Wook
The first question to ask
What is Quality?
How would you describe what
Quality means?
Conformance to specifications (British Defense Industries Quality Assurance
Panel)
Conformance to requirements (Philip Crosby)
Fitness for purpose or use (Juran)
A predictable degree of uniformity and dependability, at low cost and suited
to the market (Edward Deming)
Synonymous with customer needs and expectations (R J Mortiboys)
Meeting the (stated) requirements of the customer- now and in the future (Mike
Robinson)
The total composite product and service characteristics of marketing,
engineering, manufacturing and maintenance through which the product and
service in use will meet the expectations by the customer (Armand
Feigenbaum)
What is Quality?
The degree to which a system, component, or process meets
(1) specified requirements, and
(2) customer or users needs or expectations IEEE
The totality of features and characteristics of a product or
service that bears on its ability to satisfy stated or implied
needs ISO 8402
Degree to which a set of inherent characteristics fulfils
requirements ISO 9000:2000
Definitions of Quality
Transcendent definition: excellence
Product-based definition: quantities of product
attributes
User-based definition: fitness for intended use;
meeting or exceeding user expectations
Value-based definition: quality vs. price
Manufacturing-based definition: conformance to
specifications
More about Quality
Realistic but demanding STANDARDS;
Getting things RIGHT FIRST TIME; It costs less to
prevent a problem than it does to correct it
Influences the relationship with CUSTOMERS;
Influences how COMPLAINTS are dealt with;
Something to do with how things LOOK and FEEL.
History of Quality Methodology
Quality in service industries, government, health care,
and education
Current and future challenge: keep progress in quality
management alive
To sum up: A gradual transition

Statistical
Quality
Control
Quality
Assurance
Quality
Management
Quality Gurus
Walter Shewart
In 1920s, developed control charts
Introduced the term quality
assurance
W. Edwards Deming
Developed courses during World
War II to teach statistical quality-
control techniques to engineers and
executives of companies that were
military suppliers
After the war, began teaching
statistical quality control to
Japanese companies
Joseph M. Juran
Followed Deming to Japan in 1954
Focused on strategic quality
planning
Armand V. Feigenbaum
In 1951, introduced concepts of
total quality control and
continuous quality improvement
Philip Crosby
In 1979, emphasized that costs of
poor quality far outweigh the cost
of preventing poor quality
In 1984, defined absolutes of
quality management
conformance to requirements,
prevention, and zero defects
Kaoru Ishikawa
Promoted use of quality circles
Developed fishbone diagram
Emphasized importance of internal
customer
Quality Management
Quality Management System: Management system to direct and
control an organisation with regard to quality ISO 9000:2000
Quality Management
Quality Planning Quality Assurance Quality Control
Criteria driven Prevention driven Inspection driven
QUALITY MANAGEMENT
SYSTEM

Management system to direct and control an organization with regard to
quality

ISO 9000:2000
PURPOSE OF ISO 9001:2000
ISO 9001 specifies the requirements for a quality management system
that may be used for internal application by organizations,
certification, or contractual purposes.
What is Quality?
Quality is the ability of your product to be
able to satisfy your users
What is Quality Assurance?
Quality Assurance is the process that
demonstrates your product is able to
satisfy your users

What is Quality Assurance?
What is the aim of Quality Assurance?
When good Quality Assurance is
implemented there should be
improvement in usability and performance
and lessening rates of defects

What is the Aim of QA?
What does QA give?
Quality means your project is useful -
without quality you may have little to offer
Quality can help to future-proof projects
But quality assurance needs documented
standards and best practices to be meaningful
Quality & Best Practice can be considered in
terms of being Fit for Purpose
Phases of Quality Assurance
Acceptance
sampling
Process
control
Continuous
improvement
Inspection
before/after
production
Inspection and
corrective
action during
production
Quality built
into the
process
The least
progressive
The most
progressive
What is Quality Control?
Quality Control (QC) is the implementation of regular testing
procedures against your definitions of quality and more specifically the
refinement of these procedures
Formal use of testing
Acting on the results of your tests
Requires planning, structured tests, good
documentation
Relates to output - Quality Circle
Standards - ISO 9000 & BS5750
QUALITY DOES NOT OCCUR BY ACCIDENT
What does the customer actually want?
Identify, understand and agree customer requirements
How are you going to meet those requirements?
Plan to achieve them
The Demming Cycle W.Edwards Demming
1. Plan
Identify
problem and
develop plan
for
improvement.
2. Do
Implement
plan on a test
basis.
3. Study/Check
Assess plan; is it
working?
4. Act
Institutionalize
improvement;
continue
cycle.
Dimensions of Quality
Garvin (1987)
1. Performance:
Will the product/service do the intended job?
2. Reliability:
How often does the product/service fail?
3. Durability:
How long does the product/service last?
4. Serviceability:
How easy to repair the product / to solve the problems in service?
5. Aesthetics:
What does the product/service look/smell/sound/feel like?
6. Features:
What does the product do/ service give?
7. Perceived Quality:
What is the reputation of the company or its products/
services?
8. Conformance to Standards:
Is the product/service made exactly as the designer/
standard intended?
Quality in different areas of society
Area Examples
Airlines On-time, comfortable, low-cost service
Health Care Correct diagnosis, minimum wait time, lower cost, security
Food Services Good product, fast delivery, good environment
Postal Services fast delivery, correct delivery, cost containment
Academia Proper preparation for future, on-time knowledge delivery
Consumer Products Properly made, defect-free, cost effective
Insurance Payoff on time, reasonable cost
Military Rapid deployment, decreased wages, no graft
Automotive Defect-free
Communications Clearer, faster, cheaper service
Expressing Dissatisfaction

A dissatisfied
customer
Takes
action
Takes
no action
Public action
can be
Private action
Seeking redress directly from
the firm
Taking legal action
A complaint to business, private,
or governmental agencies
Stop buying the product or
boycott the seller
Warn friends about the product
and/or seller
Customer Feedback and Word-of-Mouth
The average business only hears from 4% of its customers who are dissatisfied with
its products or services. Of the 96% who do not bother to complain, 25% of them
have serious problems.

The 4% complainers are more likely to stay with the supplier than are the 96%
non-complainers.

About 60% of the complainers would stay as customers if their problem was
resolved and 95% would stay if the problem was resolved quickly.

A dissatisfied customer will tell between 10 and 20 other people about their
problem.

A customer who has had a problem resolved by a company will tell about 5
people about the situation.
Functionality - how well the product or service does the job for which
it was intended.
Appearance - aesthetic appeal, look, feel, sound and smell of
the product or service.
Reliability - consistency of product or services performance over time.
Durability - the total useful life of the product or service.
Recovery - the ease with which problems with the product or service
can be rectified or resolved.
Contact - the nature of the person-to-person contacts that take place.
Quality Characteristics of Goods and Services
Internal and External Benefits of Quality
Reduces costs
Increases dependability
Increases speed
Boosts moral
Increases customer retention
Increases profit
Internal Benefits External Benefits
Customer gets correct
product or service
Correct specifications
Appropriate intangibles
Customer satisfaction
Customer retention
The Iceberg theory how much is immediately visible?
Scrap, waste
Loss of
customers
Costs of Quality Failure
Defects are not free, someone makes them and gets paid for the privilege
COST OF INTERNAL FAILURE
Scrapped materials, goods and services
Rework/ retest
Reduced capacity/ yield/ increased downtime
Rescheduling
Service delays
Disruption to the service process.
Focus is on troubleshooting not improvement

COST OF EXTERNAL FAILURE
Warranty and servicing costs
Product liability / Litigation
Complaints and their administration
Loss of customer goodwill
Inconvenience to other customers

The Economic Costs of Quality
COST OF PREVENTION
Quality planning
Design of quality system
Staff quality training and development
Preventative maintenance
Supplier development training
Administering quality procedures (e.g. ISO 9001)
Time spent problem - solving, improving process
Measurement of customer satisfaction during process

COST OF APPRAISAL
Testing and Inspection of supplier goods and services
Testing and Inspection of internal service processes
Measurement of customer satisfaction after process
Quality Audits
Seven Quality Control Tools
Pareto Analysis
Flow Chart
Check Sheet
Histogram
Scatter Diagram
SPC Chart
Cause-and-Effect
Diagram
What is Quality (Industrial) ?
In Manufacturing line, quality also being monitor as Yield or the percentage
of defect-free products it creates
Yield =
Quantity in defect
Quantity in
x 100%
What is Quality ?
The higher the yield, the stable the product or the better quality.
For Example :
In YYY car manufacturing company, produced
30,000 cars per month ? Base on quality chart,
there were 2 cars with power window problem
and 15 cars with dented problem. What is
the car yield ?

Answer
Yield = 30000 17
30000

= 29983
30000
= 99.94%
x 100%
x 100%
If no defect
Yield = 30000 0
30000
= 30000
30000
= 100%
x 100%
x 100%
Some of industry monitor defect rate
in PPM (Part Per Million)
It is an estimation of defect rates in
one million parts

PPM =
Number of defects
Quantity In
X 1,000,000
The higher the PPM , the serious of quality issue = more works to do
PPM calculation examples
In YYY car manufacturing company, produced
30,000 cars per month ? Base on quality chart,
there were 2 cars with power window problem
and 15 cars with dented problem. What is
the defect rate for car power window problem
and dented issue ?

PPM calculation examples
For power window problem
Defect rates = 2 x 1,000,000 = 67 PPM
30,000
For dented issue
Defect rates = 15 x 1,000,000 = 500 PPM
30,000

For above results, it means in one million production units,
potentially will have 67 units power window defect
potentially will have 500 units dented issue defect
Car dented issue had more serious quality issue compared to
power window problem
Most Important Quality Monitoring is base on
Customer Complaints for the product that your
company produced.
If there is no Customer Complaints means the
quality of your product is good and the customers
are satisfied with the product.
But if your process always achieve 100% yield and
you keep receiving customer complaints, do you
think your process is stable ? Give your
opinion.

In order to monitor the quality of
individual process, data collection is
very important.
We will discuss the methods in the
next slides

What is Data Collection ?
Is a recording of information for a
specific process / topic.
Data collection is also a gathering
of information for a certain process
/ topic in order to understand the
performance.
Why Data Collection is needed?
1) To understand the process performance
2) To identify the most highest / lowest problem is a
process
3) Enable team to analyze and brainstorm for
decision making
4) To pass information to others
5) For team performing hypothesis testing to
understand the significant effect of the changes /
improvement made

Types of Data
- The terms data divided into two categories which
consist of
1) Variable / Quantitative data
A numeric answer provided by measuring
instrument such as time (seconds), length
(meters), weight (grams)
2) Attribute / Qualitative data
Characteristic of a product which deal with
descriptions but not measured. Examples are
pass / fail, present / absence,..

- Comparison Qualitative & Quantitative Data
Where will we collect the data?
1) Refer to the process from the flow chart
2) Collect the data from each individual process to
identify the major problem
3) Identify the process that you want to monitor
4) Identify the steps where you expect changes
5) Take data at those steps and at the end of the
process
6) Do compare the data before and after
improvement done at the process
What is Flow chart?
Flow chart is a type of diagram that
represents a process
Process operations are represented in
boxes
The arrows connecting them represents
flow of a control

Common Symbols in Flow Chart

Start and End symbol.
- It clearly designates the boundaries of the process
Activity symbol.
- Contains a brief description of the activity
Decision symbol.
-It designates a decision or a branch point.
-Usually the wording inside is a question
Common Symbols in Flow Chart

Flow line.
- It indicates the progression of steps
Document symbol.
- A document pertinent to the process. It contains the
Documents name or the content (data or information)
Data base symbol.
- Normally it is an electronics storage device
Connection symbol.
- It contains a letter or a number to connect with a
portion of the diagram on another page
Dos on Flow Chart
When mapping a process in a Flow Chart, it is a
must to show what really happens
You must go to production line and see the
process yourself to understand each individual
process steps
You can interview the technicians or operators
who are experts on the process to make your
process flow complete
The team members agree on the process step
shown by the diagram

Donts on Flow Chart
The team must not map the process base on
how the process should work
the way it was designed
base on someones opinion of it

Imagine on the process
Assume the process is the same as your previous
company that you work before

Types Of Flow Chart Diagram
High Level
- provides an overall view of the most important
steps or activities
Detailed
- shows all the steps and activities. The level of
the details should be decided by the team
based on the need to know and to understand
Matrix
- in addition to each step, it shows the
department or function involved

High Level Flow Chart Diagram

How Ali chooses a University
Detailed Flow Chart Diagram

Matrix Flow Chart Diagram

Strengths of Flow Chart Diagram

It is a powerful graphical tools to document and effectively
communicate a complex situation

Effective methods in illustrating the present situation and
changes proposed

Shows where in the process data are collected (from
control points)

Control Points

indicate where data is collected
Common traps on performing Flow
Chart Diagram

Failure to include small events, especially if
negative results

Trust the inputs of members which has little
knowledge of the process

Map and include area known to be unrelated to
the problem

Poor graphics

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