Professional Documents
Culture Documents
Fundamentals of Quality
Gitlow, Oppenheim, Oppenheim and Levine
Chapter 1
Fundamentals of Quality
Learning Objectives
Understand the definition of a process
Understand variation and its causes in a process
Special causes of variation
Common causes of variation
Understand the two definitions of quality
Goal post view
Continuous improvement view
Understand the quality environment
Chapter 1
Fundamentals of Quality
Learning Objectives
Understand the three types of quality
Quality of design or redesign
Quality of conformance
Quality of performance
Understand the relationship between Quality and Cost
Features and price
Uniformity and dependability
Understand the relationship between Quality and Productivity
Understand the benefits of improving quality
Know how to apply take-away knowledge
Process Basics
Definition of a process
A process is a collection of interacting components
that transform inputs into outputs toward a common
aim called a mission statement.
Methods Methods
Environment Environment
Definition of a process
Actual Values
Number of
(Variation among
Accidents
actual values)
Time
Variation in a process
Special causes of variation are due to events
external to the usual functioning of a system.
Examples could include (if they are not part of the system):
New raw materials
A drunk employee
A new operator
Variation in a process
Common causes of variation are due to the
process itself.
Process capability is determined by inherent
common causes of variation.
Examples of common causes of variation include:
Hiring, training and supervisory practices
Lighting
Stress
Management style
Policies and procedures
Design of products or services
Variation in a process
Employees cannot control a common cause of
variation and should not be held accountable for, or
penalized for, its outcomes.
Workshop:
The Drunk Employee
More About the Feedback Loop
A feedback loop relates information about outputs
from any stage or stages back to another stage or
stages so that an analysis of the process can be
made.
Feedback Loop
More About the Feedback Loop
no feedback loop
special cause only feedback loop
special and common cause feedback loop
DEFINITION OF QUALITY
No No
Good, Good,
Loss Good, Loss
No Loss
Loss
Nominal
LSL USL Quality
m
Characteristic
Goal post view (example)
The desired diameter of stainless steel ball
bearings is 25 mm (the nominal value).
A tolerance of 5 mm above or below 25 mm is
acceptable to purchasers.
Thus, if a ball bearing diameter measures between
20 mm and 30 mm (inclusive), it is deemed
conforming to specifications.
If a ball bearing diameter measures less than 20
mm or more than 30 mm, it is deemed not
conforming to specifications, and is scrapped at a
cost of $1.00 per ball bearing.
Continuous Improvement View
Quality is a predictable degree of uniformity and
dependability, at low cost and suited to the market.
Losses begin to accrue as soon as a quality
characteristic of a product or service deviates from
the nominal value.
As with the “goal post” view of quality, once the
specification limits are reached the loss suddenly
becomes positive and constant, regardless of the
deviation from the nominal value beyond the
specification limits.
Continuous improvement view
L(y) = k(y-m)2 = loss of deviating (y-m) units from
the nominal value of “m”
y= the value of the quality characteristic for a
particular item of product or service
m = the nominal value for the quality characteristic
k = a constant, A/d2
A = the loss (cost) of exceeding specification limits
(e.g., the cost to scrap a unit of output)
d = the allowable tolerance from “m” that is used to
determine specification limits.
Continuous improvement view
Under the Taguchi Loss Function the
continuous reduction of unit-to-unit variation
around the nominal value is the most
economical course of action, absent capital
investment
Continuous improvement view (example)
Returning to the production of stainless steel ball
bearings. Every millimeter higher or lower than 25
mm causes a loss that can be expressed by the
following Taguchi loss function: