TQM in Uncertainty

Contents
Quality
TQM- Definition
TQM- Model
Design Quality Tools- FMEA and QFD
Process Quality Tool- FMEA
Taguchi Loss Function- Minitab Introduction
Product quality vs service quality parameters
11/4/2017 TIM-19-Dr. Sachin -SIOM Nashik

Quality
Ability of a product or service to meet customer requirements
Conformance to standards, both stated or implied at a given time,
over a period of time and at a price the customer can afford to pay or
is willing to pay

Dimensions of Quality
Performance Time to serve
Reliability Timeliness
Conformance Completeness
Durability Consistency
Serviceability Courtesy
Features Responsiveness
Aesthetics Accuracy
Perceived Quality Convenience

Quality Evolution
Incorporates QC/QA activities into a
Proactive Approach company-wide system aimed at satisfying
Total Quality
Management the customer.
Prevention 4 (involves all organizational functions)
Stop defects at source.
Zero defects
Quality Planned and systematic actions to
Assurance ensure that products or services conform
3
to company requirements
Reactive Approach
Operational techniques to make
Quality inspection more efficient & to
Control reduce the costs of quality.
Detection 2
(example: SPC)
Finding & Fixing
mistakes
Inspection Inspect products
1

TQM
A quest for quality that involves everybody in the organization
A philosophy that involves everyone in the organization in a continual

effort to improve quality and achieve customer satisfaction

Key Philosophies in TQM
Never ending push to improve (continuous improvement or Kaizen

in Japanese)
Goal of customer satisfaction (meeting or exceeding customer

expectations)

TQM - Definition
Process of integration of all activities, functions and processes within

an organization in order to achieve continuous improvement in cost,
quality, function and delivery of goods and services for customer
satisfaction

TQM
Approach Management led
Scope Company wide
Scale Everyone is responsible for quality
Philosophy Prevention and not detection
Standard Right first time
Control- Cost of quality
Theme Ongoing improvement

Infrastructure, Practices and Tools
Infrastructure basic management systems necessary to
function effectively
Practices activities that occur within each element of

infrastructure to achieve high performance
Tools graphical and statistical methods to plan work

activities, data collection and analysis etc.
Pillars of TQM
T. Q. M.
Customer Process Employee Training

Focus Management & Empowerment
Continuous Improvement
(through measurement and analysis)
Reduce rework activities (Cost reduction)
Shorter development cycle (Cost reduction)

11/4/2017
Increased customer satisfaction
TIM-19-Dr. Sachin -SIOM Nashik
(Quality improvement)
Eight Key Elements of TQM
For a company to be successful in implementing TQM they need to
concentrate on these eight key elements.
These eight elements include
Ethics
Integrity
Trust
Training
Teamwork
Leadership
Recognition
Communication.

Continuous Improvement versus Traditional Approach
Traditional Approach Continuous improvement
Market-share focus Customer focus
Individuals Cross-functional teams
Focus on who and why Focus on what and how
Short-term focus Long-term focus
Status quo focus Continuous improvement
Product focus Process improvement focus
Innovation Incremental improvements
Fire fighting Problem solving

TQM Model

Design Quality Rubric

House of quality to convert customer requirements
into design of the product
A set of matrixes used to relate voice of customer to a products
technical requirements, component requirements, process control
plans and manufacturing operations

Interrelationships
Technical
requirements
Voice of Relationships
the between customer Priorities of Competitive
customer and technical customer evaluation
requirements requirements
Priorities of technical
requirements
FMEA-History
An offshoot of Military Procedure MIL-P-1629, titled Procedures for
Performing a Failure Mode, Effects and Criticality Analysis, dated November
9, 1949.
Used as a reliability evaluation technique to determine the effect of system
and equipment failures.
Failures were classified according to their impact on mission success and
personnel/equipment safety.
Formally developed and applied by NASA in the 1960s to improve and
verify reliability of space program hardware.

Concept FMEA
Used to analyze concepts in the early stages before
hardware is defined (most often at system and
subsystem)
Focuses on potential failure modes associated with
the proposed functions of a concept proposal
Includes the interaction of multiple systems and
interaction between the elements of a system at the
concept stages.

Design FMEA
Aid in the objective evaluation of design requirements
and design alternatives
Aid in the initial design for manufacturing and
assembly
Increase the probability that potential failure modes
have been considered
Provide additional information to aid in the planning of
efficient design testing

Process FMEA
Indentify potential product related process failure
modes
Assess the potential customer effects of the failures
Indentify the potential manufacturing causes on which
to focus on
Develop a ranked list of potential failure modes
Document the results of the manufacturing

Types of FMEA

Risk Priority Number

FAILURE MODE AND EFFECT ANALYSIS
System : Design FMEA Number :
Sub-System : Responsibility Page : of
Component : Key Date Prepared By :
Model : FMEA Date (Ori.): (Rev.)
Core Team : ` Action Results
Occurrence
Occurrence
Detection
Detection
Severity
Item / Potential Potential Potential Current Recom. Responsi Action
Severity
R.P.N.
R.P.N.
Failure Effect of Causes Design Action bility & Taken
Class
Function
Mode Failure of Failure Control Target
Date
1. FMEA NUMBER : Enter the

FMEA document number, which may be used for tracking.

Occurrence
Occurrence
Detection
Detection
Severity
Severity
R.P.N.
R.P.N.
Class
Function
Date
2. System, Subsystem or component Name & number :

Indicate the appropriate level of analysis and enter the name and number
of the system, subsystem or component being analysed.

Occurrence
Occurrence
Detection
Detection
Severity
Severity
R.P.N.
R.P.N.
Class
Function
Date
3. Design Responsibility : Enter

the OEM, Department and group. Also include the supplier name if
known.

Occurrence
Occurrence
Detection
Detection
Severity
Severity
R.P.N.
R.P.N.
Class
Function
Date
4. Prepared By : Enter the OEM,

Department and group. Also include the supplier name if known.

Occurrence
Occurrence
Detection
Detection
Severity
Severity
R.P.N.
R.P.N.
Class
Function
Date
5. Model : Enter the intended

model and vehicle line that will utilize and/or affected by the design
release date.

Occurrence
Occurrence
Detection
Detection
Severity
Severity
R.P.N.
R.P.N.
Class
Function
Date
6. Key Date : Enter the initial

FMEA due date which should not exceed the scheduled production
design release date.

Occurrence
Occurrence
Detection
Detection
Severity
Severity
R.P.N.
R.P.N.
Class
Function
Date
7. FMEA Date : Enter the date

the original FMEA was compiled and the latest revision date.

Occurrence
Occurrence
Detection
Detection
Severity
Severity
R.P.N.
R.P.N.
Class
Function
Date
8. Core Team : List the names

of the responsible individuals and Departments which have the authority

Occurrence
Occurrence
Detection
Detection
Severity
Severity
R.P.N.
R.P.N.
Class
Function
Date
9. Item/Function : Enter the name

and item being analysed and show the design level as indicated on drawing.
Enter the function of the item to meet design intent. Include environment
issues (e.g.Temp., pressure, humidity etc.) If the item has more than one
function with different potential modes of failure, list all the functions
separately.

Occurrence
Occurrence
Detection
Detection
Severity
Severity
R.P.N.
R.P.N.
Class
Function
Date
10. Potential Failure Mode :

Identify and list the each failure that could potentially fail to meet the
design intent. A recommended starting point is a review of past things
gone wrong, concern reports and group brainstorming.

Occurrence
Occurrence
Detection
Detection
Severity
Severity
R.P.N.
R.P.N.
Class
Function
Date
11. Potential Effect of Failure Mode :

Identify the effect of the failure mode on the function as perceived by the
customer. It is stated in terms of the specific system, subsystem or
component being alanysed.

Occurrence
Occurrence
Detection
Detection
Severity
Severity
R.P.N.
R.P.N.
Class
Function
Date
12. Severity (S) : It is an

assessment of the seriousness of the effect of the potential failure mode
to the next component, system, subsystem or customer. Severity applies
to the effect only. A reduction in severity ranking index can be affected
only through a design change. It could be estimated on a 1 to 10
scale.

SUGGESTED EVALUATION CRITERIA FOR SEVERITY
Effect Criteria : Severity of Effect Rank
Hazardous Very high severity ranking when a potential failure affects
without safe vehicle operation and/or involves noncompliance 10
warning with government regulation without warning
Hazardous Very high severity ranking when a potential failure affects
with safe vehicle operation and/or involves noncompliance 9
warning with government regulation with warning
Very High Vehicle/item inoperable with loss of primary function 8
High Vehicle/item operable but at reduced level of
7
performance, customer dissatisfied
Moderate Vehicle/item inoperable but comfort/convenience item(s) 6
inoperable. Customer experiences discomfort
Vehicle/item inoperable but comfort/convenience item(s)
Low
operable at reduced level of performance. Customer 5
experiences some dissatisfaction
Very low Fit & finish/squeak & rattle item does not conform. Defect 4
noticed by most customers.
Minor Fit & finish/squeak & rattle item does not conform. Defect 3
noticed by average customers.
Very Minor Fit & finish/squeak & rattle item does not conform. Defect 2
noticed by discriminating customers.
11/4/2017 None No effect TIM-19-Dr. Sachin -SIOM Nashik 1
Occurrence
Occurrence
Detection
Detection
Severity
Severity
R.P.N.
Class.
R.P.N.
Function
Date
13. Classification :
Classify any special product characteristics (e.g.critical, key major,
significant) for components, subsystem, system that may require
additional process controls. Each item identified here in Design FMEA
should have the special process controls identified in the Process
FMEA.

Occurrence
Occurrence
Detection
Detection
Severity
Severity
R.P.N.
R.P.N.
Class
Function
Date
14. Potential causes of failure :

It is an indication of a design weakness, the consequences of which is the
failure mode. The cause should be listed so that remedial efforts can be
aimed at pertinent causes.

Occurrence
Occurrence
Detection
Detection
Severity
Severity
R.P.N.
R.P.N.
Class
Function
Date
15. Occurrence (O) : It is the

likelihood that a specific cause will occur. The occurrence rank has a
meaning rather than value. Design change is the only way to reduce the
ranking. It could be estimated on a 1 to 10 scale. The occurrence ranking
number is related to the rating scale and does not reflect the actual likelihood
of occurrence.

SUGGESTED EVALUATION CRITERIA FOR OCCURRENCE
Probability of Failure Possible Failure Rates Rank CpK

Very High : Failure is > 1 in 2 10 >1.67
almost inevitable. 1 in 3 9 >1.50
1 in 8 8 >1.33
High : Repeated failures
1 in 20 7 >1.17
1 in 80 6 >1.00
Moderate : Occasional
failure 1 in 400 5 >0.83
1 in 2,000 4 >0.67
Low : Relatively few
failures 1 in 15,000 3 >0.51
1 in 150,000 2 >0.33
Remote : Failure is
unlikely < 1 in 1,500,000 1 < 0.33

Occurrence
Occurrence
Detection
Detection
Severity
Severity
R.P.N.
R.P.N.
Class
Function
Date
16. Current Design Control : List

the prevention, design validation/verification (which will assure the design
adequacy for the failure and cause under consideration. There are 3 types of
design controls : 1) Prevent the cause or failure mode effect from occurring
or reduce 2) Detect the cause and lead to corrective action and 3) Detect the
failure mode.

Occurrence
Occurrence
Detection
Detection
Severity
Severity
R.P.N.
R.P.N.
Class
Function
Date
17. Detection : It is an
assessment of the ability of the proposed type (2) current design control, to
detect a potential cause or the ability of the proposed type (3) current design
controls to detect the subsequent failure mode before the component, system,
subsystem is released for production.

SUGGESTED EVALUATION CRITERIA FOR DETECTION
Detection Criteria : Likelihood of detection by Design Control Rank
Absolute Design control will nor and/or can not detect a potential
Uncertainty cause and subsequent failure mode or there is no Design 10
control.
Very Very remote chance the design control will detect a 9
Remote potential and subsequent failure mode.
Remote chance the design control will detect a potential
Remote 8
and subsequent failure mode.
Very Low Very low chance the design control will detect a potential 7
and subsequent failure mode.
Low Low chance the design control will detect a potential and 6
subsequent failure mode.
Moderate Moderate chance the design control will detect a 5
potential and subsequent failure mode.
Moderately Moderately high chance the design control will detect a
4
High potential and subsequent failure mode.
High chance the design control will detect a potential and
High 3
subsequent failure mode.
Very High chance the design control will detect a
Very High 2
potential and subsequent failure mode.
Almost Design control will almost certainly detect a potential and
1
11/4/2017 certain subsequent failureTIM-19-Dr.
mode. Sachin -SIOM Nashik
Occurrence
Occurrence
Detection
Detection
Severity
Severity
R.P.N.
R.P.N.
Class
Function
Date
18. Risk Priority Number (R.P.N.) :

The RPN is the product of the severity (S), Occurrence (O) and Detection (D)
ranking. RPN = (S) X (O) X (D). It is the majority of design risk. This value
should be used to rank order the concerns in design. The RPN will be between
1 to 1000. For higher RPN corrective action must be taken.

Occurrence
Occurrence
Detection
Detection
Severity
Severity
R.P.N.
R.P.N.
Class
Function
Date
19. Recommended Action(s) :

Corrected action should be first directed at the highest ranked concerns and
critical items to reduce occurrence, severity and/or detection rankings.

Occurrence
Occurrence
Detection
Detection
Severity
Severity
R.P.N.
R.P.N.
Class
Function
Date
20. Responsibility : Enter the

organization and individual responsibility for the recommended
action and the target completion date

Occurrence
Occurrence
Detection
Detection
Severity
Severity
R.P.N.
R.P.N.
Class
Function
Date
21. Action(s) Taken :

After an action has been implemented, enter a brief description of the
actual action and effective date.

Occurrence
Occurrence
Detection
Detection
Severity
Severity
R.P.N.
R.P.N.
Class
Function
Date
22. Resulting RPN : After

the corrective action have been identified, estimate and record the
resulting severity, occurrence and detection rankings to calculate
resulting RPN. All resulting RPN(s) should be reviewed and further
action is considered necessary. Repeat all the steps from 119 through
22

System/Design/Process FMEA links
System FMEA
Failure Mode Effect Cause
Cannot generate Dissatisfied customer Output from input

Light mechanism missing
Design FMEA
Switch fails because Dissatisfied customer Switch orientation

of an open circuit Lighting system fails, tab dimensions not
Switch inoperative specified correctly
Process FMEA
Switch orientation tab Dissatisfied customer Mold Temp.Low

dimensions incorrect Lighting system fails, Insufficient material
or tab missing Switch inoperative injected into mold
INPUT TO DEVELOP DESIGN & PROCESS FMEA
DESIGN FMEA PROCESS FMEA
Design Goals Characteristics matrix
Reliability and quality goals Warranty information
Preliminary Bill of Material Customer complaints/returns

Preliminary list of special
product/process characteristics Corrective/preventive actions
Management support Process flow chart
System and/or Design FMEA
PFMEA of similar product/process

Procedures for FMEA
Necessit Problem Effects How bad Causes How Likely? Score Steps to
y is it? Prevent
Failure Occurrence
Process Mode Severity
Function


Procedures for FMEA
y is it? Prevent
Failure Occurrence
Function

Put PB on
bread

Procedures for FMEA
Necessi Problem Effects How bad Causes How Score Steps

ty is it? Likely? to
Failure Preven
Proces Mode Severit Occurren t
s y ce
Functio
n
Put PB No PB
on
bread

Procedures for FMEA
y is it? Prevent
Failure Occurrence
Function

Put PB on No PB Jelly
bread Sandwich

Procedures for FMEA
Necessi Proble Effects How Causes How Score Steps

ty m bad is Likely? to
it? Preven
Proces Failur Occurren t
s e Severit ce
Functio Mode y
n
Put PB No PB Jelly 5/5
on Sandwich
bread

Procedures for FMEA
Necess Proble Effects How Causes How Score Steps

ity m bad is Likely? to
it? Preve
Proce Failur Occurren nt
ss e Severit ce
Functio Mode y
n
Put PB No PB Jelly 5/5 Out of
on Sandwich Stock
bread
Past
11/4/2017 Expiration
Procedures for FMEA

it? Preven
Proce Failur Occurren t
ss e Severit ce
Functio Mode y
n
Put PB No PB Jelly 5/5 Out of 2/5
on Sandwich Stock
bread
Past
11/4/2017 TIM-19-Dr. Sachin Expiration
-SIOM Nashik
Procedures for FMEA

it? Preven
Proce Failur Occurren t
ss e Severit ce
Functio Mode y
n
Put PB No PB Jelly 5/5 Out of 2/5 10
on Sandwich Stock
bread
Past
11/4/2017 Expiration
Procedures for FMEA
Necess Proble Effects How Causes How Score Steps
ity m bad is Likely? to
it? Preve
Proce Failur Occurren nt
ss e Severit ce
Functio Mode y
n
Put PB No PB Jelly 5/5 Out of 2/5 10 Check
on Sandwich Stock Pantry
bread
Past Check
Expiration Expirati
on Date
Resources Needed
Commitment of top management
Knowledgeable individuals
Individuals attentive to FMEA timelines
People resources may be internal or external to the business or a
combination of both

FMEA Timing
FMEA should be updated:
at the conceptual stage
when changes are made to the design
when new regulations are instituted
when customer feedback indicates a
problem

Advantages
Enhance design and manufacturing efficiencies
Alleviate late change crises
Minimize exposure to product failures
Augment business records
Improve bottom line results
Add to customer satisfaction

Typical Design Controls
Specifying a requirement as a critical characteristic
Reliability tests/design verification tests
Design reviews
Worst case stress analysis
Robust/parameter design
Environmental stress testing
Designed experiments
Finite element analysis
Variation simulation and statistical tolerance analysis
Fault Tree Analysis
11/4/2017
Component de-rating TIM-19-Dr. Sachin -SIOM Nashik
FMEA as a part of ISO 9001

DESIGN OPTIMIZATION

Taguchi Loss Function
Genichi Taguchi states that instead of constantly directing effort
toward controlling a process to assure consistent quality, design
the manufactured good to achieve high quality despite the
variations that will occur in the production line.

Traditional Goal Post View of Conforming to Specifications

Taguchis loss function explains the economic value of
reducing variation in manufacturing.
L(x) = k(x T)2
where
L(x) is the monetary value of the loss associated with deviating
from the target, T;
x is the actual value of the dimension;
k is a constant

Nominal-Is-Best Taguchi Loss Function

INTRODUCTION
Taguchi Methods is a statistical methods developed largely by

GENICHI TAGUCHI to improve quality of manufactured goods.
The philosophy of off-line quality control.
Innovations in the design of experiments.

Taguchi Loss Function Definition
Taguchi defines Quality as the loss imparted by the product to society

from the time the product is shipped.
LOSS = Cost to operate, Failure to function, maintenance and repair

cost, customer satisfaction, poor design.
Product to be produced being within specification

Taguchis Vs Traditional Approach
Taguchis Traditional
When a product There is Good or Bad
moves from its Target Products only as per
will cause the loss Limits
even if the product
lies or not within
Limits

Taguchis Quadratic Quality Loss Function
Quality Loss Occurs when a products deviates from

target or nominal value.
Deviation Grows, then Loss increases.
Taguchis U-shaped loss Function Curve.

Taguchis U-shaped loss Function Curve.
Taguchi loss Fn
Scrap or Rework Cost.
Loss
Measured
characteristic
11/4/2017 LTL Nominal UTL Sachin -SIOM Nashik

TIM-19-Dr.
Formula to find Taguchis Loss Fn
Taguchi uses Quadratic Equation to determine loss Curve
L (x) = k (x-T)
Where L (x) = Loss Function,
k = C/d = Constant of proportionality, where C Loss associated
with spec. limit
d - Deviation of specification target value
x = Quality Features of selected product,
T = Nominal Value of the product and (x-T) = Tolerance

Taguchi Loss Function
Assume that a certain CTQ has a spec 0.500 +/- 0.020. an analysis of
records shows that if the spec exceeds the target by 0.020 on either
side, the cost of repair that needs to be incurred is Rs.50.
i.e. 50 = k(0.20)2
K=125,000
The loss fn. is L (x) = 125000 (x-T)

Japanese plant
variance = 2.78
US plant
variance = 8.33

Expected Loss
EL(x) = k (2 + D2)
2 -variance of quality characteristic
D2 - square of deviation of mean value from target
D2 =(x-T) 2
K=0.16
For San Diego plant, variance was 8.33
For Japanese plant, variance was 2.78

Loss:
San Diego = 0.16 x 8.33 = USD 1.33
Japanese = 0.16 x 2.78 = USD 0.44

Product Quality
Dimension Definition
Performance Primary operating characteristics
Feature Supplements to basic functioning

characteristics Product quality
Reliability Does not malfunction during

specied period (Garvin (1987)

Product Quality
Conformance Meets established standards
Serviceability The speed and ease of repair
Durability A measure of product life
Aesthetics How a product looks, feels, tastes

and smells
Perceived quality As seen by a customer

Service Quality
Tangibility Physical facilitates, equipment and appearance

of personnel
Reliability Ability to perform the promised service
dependably and accurately
Responsiveness Willingness to help customers and provide
prompt service
Assurance Knowledge and courtesy of employees and their
ability to inquire trust and condence
Empathy Caring, individualized attention the rm
provider gives its customers
Summary
Quality
TQM- Definition
TQM- Model
Design Quality Tools- FMEA and QFD
Process Quality Tool- FMEA
Taguchi Loss Function- Minitab Introduction
Product quality vs service quality parameters

TQM in Uncertainty

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Contents

11/4/2017 TIM-19-Dr. Sachin -SIOM Nashik

11/4/2017 TIM-19-Dr. Sachin -SIOM Nashik

11/4/2017 TIM-19-Dr. Sachin -SIOM Nashik

11/4/2017 TIM-19-Dr. Sachin -SIOM Nashik

A philosophy that involves everyone in the organization in a continual

11/4/2017 TIM-19-Dr. Sachin -SIOM Nashik

Never ending push to improve (continuous improvement or Kaizen

Goal of customer satisfaction (meeting or exceeding customer

11/4/2017 TIM-19-Dr. Sachin -SIOM Nashik

Process of integration of all activities, functions and processes within

11/4/2017 TIM-19-Dr. Sachin -SIOM Nashik

11/4/2017 TIM-19-Dr. Sachin -SIOM Nashik

Practices activities that occur within each element of

Tools graphical and statistical methods to plan work

Customer Process Employee Training

Reduce rework activities (Cost reduction)

Shorter development cycle (Cost reduction)

11/4/2017 TIM-19-Dr. Sachin -SIOM Nashik

Product focus Process improvement focus

Innovation Incremental improvements

Fire fighting Problem solving

11/4/2017 TIM-19-Dr. Sachin -SIOM Nashik

11/4/2017 TIM-19-Dr. Sachin -SIOM Nashik

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1. FMEA NUMBER : Enter the

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2. System, Subsystem or component Name & number :

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3. Design Responsibility : Enter

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4. Prepared By : Enter the OEM,

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5. Model : Enter the intended

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6. Key Date : Enter the initial

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7. FMEA Date : Enter the date

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8. Core Team : List the names

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9. Item/Function : Enter the name

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10. Potential Failure Mode :

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11. Potential Effect of Failure Mode :

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12. Severity (S) : It is an

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14. Potential causes of failure :

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15. Occurrence (O) : It is the

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Probability of Failure Possible Failure Rates Rank CpK

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16. Current Design Control : List