EBB 342 Quality Management & Control

EBB 342
1

Quality Management & Control

A s s o c . P r o f . I r. D r. C h e o n g K u a n Ye w
School of Materials & Mineral Resources Engineering
Engineering Campus
Universiti Sains Malaysia
 Please Take Note

Purpose of OBE
Course Structure
Teaching Schedule
Group Assignment
Invited Talk
Test
Attandance
Lecture Notes
What to cover?
 What to Cover?

Introduction to Quality Management & Control

Management Aspect of Quality
 ISO 9000 Series
 Problem Solving
 Quality Planning & Analysis
 Focusing on Customers
Introduction to Statistical Inference
Introduction to Design of Experiment
Sampling Techniques
Introduction to Reliability
 Are you
ready to start?
EBB 342 Quality Management & Control

Introduction to
5

Quality Management & Control

A s s o c . P r o f . I r. D r. C h e o n g K u a n Ye w
School of Materials & Mineral Resources Engineering
Engineering Campus
Universiti Sains Malaysia
 Topic Outcomes
6

At the end of this lecture, students will be able to:

1. Define and discuss (a) quality and (b) quality
management
2.Explain the importance of quality
improvement.
3.Discuss the different dimensions of quality.
4.Discuss the evolution of modern quality
improvement methods.
5. Discuss the role that variability and statistical
methods play in controlling and improving
quality.

 Topic Outline
7

 Introduction

 Meaning of Quality & Management.

 Quality Engineering Terminology.

 Evolutionary Development of Quality Control & Improvement.

 Statistical Methods for Quality Control & Improvement.

 Introduction

You are buying a loaf of bread for your breakfast. There

are variety brands of bread in the market. How do you
decide which brand of bread to buy?
How can you make sure that the bread is safe to
consume?
Do you think you may use the same criteria to select the
bread if it is not for you own consumption?
If the criteria are different, explain why.
Do you think your personal attitude and monetory status
can influence your decision?

 What had you learnt?

Characteristics / criteria
Decision making
Attitude – personal value, feeling
Technical / Specification & Safety Aspect
Monetory vs Quality


Meaning of Quality & Management
10

What is Quality Management?

Manage
Quality
ment
 11

Bridging
People &
Technical
Requirement.
 12

What is quality?

The term quality has developed over time.

Various interpretations.
 13

Examples:
 Bread, Hand phone, World University Ranking.
Simple definition:
 It is one of the most important factors for consumer to
select a product (decision making criteria).
 It is related to the desired characteristics of a
product.
 Meaning of Product
14

(1) Manufactured goods

 Car, computer, hand phone, pen, table, etc.
(2) Services
 Public transport, banking, telephone services, internet
provider services, educational services, etc.
 15

 Judgmental Perspective (Transcendent quality) –

superiority/excellent (Rolex, BMW)
 Product-based Perspective

 User-based Perspective (Nissan – Datsun)

 Value-based Perspective (usefulness/satisfaction – price)

 Manufacturing-based Perspective (conformance to spec.)

 Integrating Perspectives on Quality

Quality Perspective in the Value Chain


16

Information flow
Transcendent
Product flow
quality User-based
& quality
Product-based
quality
needs Value-based
Marketing
quality

Design Manufacturing-
based
quality

Distribution Manufacturing
 17
The quality of a product can be evaluated in
several ways using Garvin’s (1987) 8
dimensions of quality.
 “Competing in eight dimensions of quality – Harvard Business Review [Sept-

Oct, 87(6), pp. 101-109]”

Quality is a multifaceted entity

 Perceived Quality
eputation of the company or its product?) Conformance to Standar
(is the product made exactly as the design
18

Features
at does the product do?)
8 Aesthetics
(what does the product look
Dimension
Serviceability s
easy is it to repair the product?)
of Durability
Quality (how long does the produc

Performance Reliability
he product do the intended job?) (how often does the product fail?)
 Definition of QUALITY
19

K. Ishikawa:
quality of work, quality of service, quality of
information, quality of process, quality of
division, quality of people, including
workers, engineers, managers, and
executives, quality of system, quality of
company, quality of objectives, etc.

A.V. Feigenbaum:
Total customer satisfaction,
satisfaction
including attractiveness, reliability, serviceability,
and maintainability.
 20

Joseph .M. Juran

• Fitness for use
[Fitness is defined by customer]
• Degree of excellence
(products must meet the requirement of the user
 Actual Quality)
 21

Philip B. Crosby
“Conformance to requirements.”
[requirements may not fully represent what
customer wants]
 22

Noriaki Kano et al.

Quality has two dimensions:

(1)Must-be quality [near to “fitness for use”  Actual Quality]
(2)Attractive quality [what a customer would love 
Perceive Quality]
 23

American Society for Quality (ASQ):

•A subjective term for which each person has
his or her own definition.
•In technical usage, quality can have two
meanings:
•characteristics of a product or service
that bear on its ability to satisfy stated
or implied needs.
•product or service free of deficiencies.
 24

Stated: Technical requirements.

Implied: Not explicitly known
requirements; to be ensured by
procedures & qualifications.
Deficiencies: No disturbance of supply chain
and no fail in application.
 25

ISO 8402

The totality of features

and characteristics of a
product or service that bears
on its ability to satisfy stated
and implied needs.
 26

Quality is inversely proportional to variability

(unwanted or harmful variability)

Quality α 1
var iability
  Variability
27


Distribution of measured critical
characteristics.
Shifted from target.

Out of specification band.

Within specification band.

 Specification Band


28
Measured Data

Lower Spec. Limit Upper Spec. Limit

Target
(LSL) (USL)
Why do we need to reduce variability?
29

 Quality
 RM/$
 Variability 
 Repair & warranty claims 
Rework 
Waste time, effort, money 
Cheaper production cost
Profit 

How do we reduce variability?
30

 Reduction of variability in processes and

products
 Identify sources of variable
 Quality improvement methodology
 Quality improvement:
 The reduction of variability in
processes and products

 31

Quality

Just nice Excellent

 32

Two general aspects

Quality of
Design
•Lack of formal education
•Less focus Quality of
Conformance
•Conformance-to-
standards
 33

Management



 What is “Management”?
 34

•Mary Parker Follet (1868 – 1933):

•The art of getting things done
through PEOPLE.
Function of Management
35

“action of measuring a quality on a

regular basis and of adjusting some
initial plan”
or
“the actions taken to reach one’s
intended goal.”
 36

Henri Fayol:
5 functions:
•Planning
•Organizing
•Leading
•Coordinating
•Controlling
 37

RIGHT
Attitude
 38

Importance of Organizational Structure

 39

Quality Management
 Quality Management
40

Manage
Quality
ment

• Set up and run a quality system to ensure conformance

to stated and implicit requirements and reach no
deficiencies.
• Get this done through your people.
Quality Engineering Terminology
41

(1) Quality characteristics (critical-to-quality, CTQ)

 what are the elements users think of the quality of a product?

 Garvin’s dimensions of quality.

 2 scenarios

 It is important to select characteristics that can be used to

represent the product quality

 World university ranking



 Physical Manufactured Goods
42
(length, weight, voltage)

Sensory
(appearance, color)

Time Orientation
(reliability, durability, serviceability)
 Service
Physical
(Staff student ratio, lab, 43
Sensory/Perceived
facility) Quality
(peer review,
employer review,
Aesthetics student review)
(Campus location,
surrounding)

Performance
(citations, R&D,
consultancy)
Conformance to standard
(BEM, EAC, Washington Accord)
 44

(2) Quality Engineering

 A set of operational, managerial, and
engineering activities that a company
uses to ensure that the quality
characteristics of a product are at a
nominal or required levels.



 45

(3) Statistical method

 Tools to control and improve quality.
 Classify data on quality characteristics as:
 Attributes (discrete measurements)

 Variables (continuous measurements)


 46
(4) Specification
 Quality characteristics are often evaluated relative to
specification.
 Requirement
 Nominal (target) value,
 Upper spec. limit (USL)
 Lower spec. limit (LSL) – optional.
 The results of engineering design process for a
product.

 47

(5) Nonconforming
 Products that fail to meet one or more of its
specification.
 defective
(6) nonconformity
 A specific type of failure
 defect
 A nonconforming product

 not necessarily unfit for use

Evolutionary Development of Quality 48

Control and Improvement

 Extracted from:
 D. C. Montgomery, Introduction to Statistical Quality Control, 5th
ed, Wiley, 2005, pp. 9-10.
 oIndividual craftsman.
49 interchangeable parts.
oStandardized
1887 oDivide work into smaller & more easily
accomplished units.

1900s oAssembly line; mistake-proof assembly concept;

self-checking, and in-process inspection (Ford).
o1st Standard Lab (UK).
oSystematic inspection/testing (AT&T).
1907
oSupplier certification program.
oTechnical Inspection Assoc. (England).
oQuality Dept. (AT&T Bell lab)
1920s
oStatistical methods to control quality of electric
lamps (GE).
oDoE in Agricultural sciences.
1924 oControl Chart concepts (Bell Lab).
1928 oAcceptance sampling method.
oMinistry of50Supply Advising Service on Statistical
Methods & QC (UK)

1946 oThe American Society for QC (ASQC).

oISO
1951 oTotal Quality Control (Feignbanm)
1957 oJuran & Gryna (Quality Control Handbook).

1960 oQC circle concept (Ishikawa).

oNational Council for Quality & Productivity (UK).
1960s oZero Defects (ZD) program.

1987 oISO 1st quality systems standard.

oMalcolm Balbridge National Quality Award.
1989 oMotorola’s six sigma initiative.
1995
oSPC/QC courses in Engineering syllabus.
1998
oAmerican Society for Quality (ASQ).
 51

ZD

DoE
 52

Statistical Methods
for
Quality Control & Improvement
Statistical Methods for Quality Control
53

& Improvement
Measurement: assessment & metrics

3 major areas:

 Statistical Process Control (SPC)

 Statistical Inference & Design of Experiments

 Acceptance Sampling

Objective: Systematic reduction of variability.

(1) SPC
54
Corrective action & Reduced variability
Controllable inputs
x1 x2 x3 xp
•Measurement
INPUT ….. •Evaluation
(raw materials, •Monitoring &
components, •Control
subassemblies)
PROCESS OUTPUT PRODUCT

….. Process Monitoring Technique

•Control Chart
•Others SPC techniques
z1 z2 z3 zp
Uncontrollable inputs
(2) Design of Experiments
55

 Techniques to discover the key variables influencing

the quality characteristics of interest in the process.
 An approach to systematically varying the controllable
input factors in the process and determining the
effect these factors have on the output product
parameters.
 Reducing variability

 Optimizing process performance.

 Obtain significant breakthrough in process

performance.
 Factorial design
56
 57

 Off-line quality control tool

 Often used during development activities and early

stages of manufacturing
 SPC  on-line (in-process)


Identify a list of important input variables
model
Output quality characteristics
DOE,
regression analysis, etc.
(3) Acceptance Sampling (AS)
58

Closely connected with inspection and testing

of product.
One of the earliest QC.
The inspection and classification of a sample of
units selected at random from a larger batch and
the ultimate decision about disposition of the lot.
Modern QA system
  less emphasize on AS
  more effort in SPC and DOE

Typical evolution in the use of these techniques.
100
59

Acceptance
Sampling

Process Control
% of
Application

Design of
Experiments

0
Time
Maturity

Phase diagram of the use of quality-engineering methods

 60

Application of quality-engineering techniques and the systematic

reduction of process variability
 61

Effective monitoring & surveillance of a Process

On-line Process
Control Tools
(SPC)
 Activity
62

Develop your
own personal
quality
checklist.
Suggested standards for a personal quality
checklist. (Quality Is Personal: A foundation for Total Quality
Management, 1993)
63

•Review class notes after each class.

•Limit phone calls.
•No more than 10 h of TV per week.
•Get up promptly.
•Complete all reading assignment as due.
•Plan by using a breif outline of what is to be accomplished
daily.
•Refer to daily plan each day.
•Stick to one subject at a time while studying.
•Don’t doggedly persist in trying to clear up confusing point.
•Don’t spend too much time on routine activities.
•In bed every night before midnight.
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Reflection

End of Topic