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Chapter 1 1
Quality Control (426416)4 credit
Dr. Soodkhet ImlaoSchool of Ceramic Engineering
Room [email protected]
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Chapter 1 2
Introduction to Quality Control
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Chapter 1 3
Learning Objectives• Define and discuss quality and quality improvement (อภิ�บายเกี่ยวกี่�บคำ�า
จำ�ากี่�ดคำวามของ คำ�ณภิาพและ กี่ารปร�บปรงคำ�ณภิาพ) • Define and discuss costs of quality (อภิ�บายเกี่ยวกี่�บต้�นทุ�นของคำ�ณภิาพ)• Discuss the different dimensions of quality (อภิ�บายเกี่ยวกี่�บม�ต้�ของ
คำ�ณภิาพ) • Discuss the quality management philosophies of W. Edward Deming,
Joseph M. Juran, and Armand V. Feigenbaum (อภิ�บาย ปร�ญญาของกี่ารจำ�ดกี่ารคำ�ณภิาพ)
• Explain the Shewhart cycle or Deming wheel (PDCA)• Discuss the three functions: quality planning, quality assurance, and
quality control and improvement (อภิ�บายเกี่ยวกี่�บ กี่ารวางแผนคำ�ณภิาพ กี่ารคำวบคำ�มคำ�ณภิาพและ กี่ารปร�บปรงคำ�ณภิาพ)
• Discuss quality standard system (ISO 9000) (อภิ�บายเกี่ยวกี่�บ ISO 9000)• Discuss a quality award (in Thailand) (อภิ�บายเกี่ยวกี่�บรางว�ลคำ�ณภิาพของ
ประเทุศไทุย)
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Chapter 1 4
•This is a traditional definition
Q: แปลความหมายของ quality สำ�าหรั�บ traditional
definition เป�นภาษาไทยให�ได้�ใจความ
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Chapter 1 5
This is a modern definition of quality
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Chapter 1 6
The Transmission Example: กี่รณต้�วอย%าง คำ�ณภิาพของชุ�ดเกี่ยร'ของเคำร(องยนต้'ทุผล�ต้จำากี่
US-Japan
เง�นคำ%าประกี่�นคำวามเสียหายของชุ�ดเกี่ยร'ของเคำร(องยนต้' เปรยบเทุยบระหว%าง US-Japan
ร+ปแบบของกี่ารกี่ระจำายของคำ%า dimensions ของชุ�ดเกี่ยร'ของเคำร(องยนต้' เปรยบเทุยบระหว%าง US-Japan
Question: Which distribution in Fig 2 shows good process and product quality ?
Fig. 1Fig. 2
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Chapter 1 7
This is a modern definition of quality
Q: แปลความหมายของ quality สำ�าหรั�บ modern definition เป�นภาษาไทยให�ได้�ใจความ
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Chapter 1 8
The Consequences of Poor Quality
• Loss of business
• Liability
• Productivity
• Costs
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Chapter 1 9
The Costs of Quality Prevention Costs (ต้�นทุ�นทุใชุ�เพ(อป-องกี่�นไม%ให�
ผล�ต้ภิ�ณฑ์'ทุมคำ�ณภิาพต้�าเกี่�ดข/0น) * “Make it right the first time”
Appraisal Costs (ต้�นทุ�นเพ(อทุใชุ�ในกี่ารต้รวจำประเม�นกี่ระบวนกี่ารและผล�ต้ภิ�ณฑ์'เพ(อให�ผล�ต้ภิ�ณฑ์'ได�คำ�ณภิาพต้ามมาต้รฐาน)
Internal Failure Costs (ต้�นทุ�นทุเกี่�ดข/0นเม(อมผล�ต้ภิ�ณฑ์'ทุคำ�ณภิาพต้�ากี่ว%ามาต้รฐานหร(อมของเสียเกี่�ดข/0นซึ่/งต้รวจำพบกี่%อนมกี่ารสี%งมอบให�ล+กี่คำ�า)
External Failure Costs (ต้�นทุ�นทุเกี่�ดข/0นเม(อล+กี่คำ�าต้รวจำพบว%ามผล�ต้ภิ�ณฑ์'ทุคำ�ณภิาพต้�ากี่ว%ามาต้รฐานหร(อมของเสียเกี่�ดข/0น)
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Chapter 1 10
Costs of Quality (continued)
Prevention Costs– All TQ training, TQ planning, customer
assessment, process control, and quality improvement costs to prevent defects from occurring
• Appraisal Costs– Costs of activities designed to ensure quality
or discover defects : inspection
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Chapter 1 11
Costs of Quality (continued)
• Internal Failure Costs
– Costs incurred to fix problems that are detected before the product/service is delivered to the customer.
• External Failure Costs
– All costs incurred to fix problems that are detected after the product/service is delivered to the customer.
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Chapter 1 12
Matching game
A
B
C
D
1
2
3
4
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Chapter 1 13
Quality Costs ต้�นทุ�นของคำ�ณภิาพ
Q: ถ้�าต้�นทุ�นของ Input เพ�ม ต้�นทุ�นในสี%วนของ Output คำวรจำะเป4นอย%างไร ?
Inp
ut
Ou
tpu
t
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Chapter 1 14
• The transmission example (Fig. 2 in page 6) illustrates the utility of this definition
• An equivalent definition is that quality improvement is the elimination of waste. กี่ารพ�ฒนาคำ�ณภิาพคำ(อกี่ารลดคำวามแปรปรวนของกี่ระบวนกี่ารและผล�ต้ภิ�ณฑ์' หร(อคำ(อกี่ารกี่�าจำ�ดสี%วนทุเสีย
Variation or waste
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Chapter 1 15
Terminology (คำ�าศ�พทุ'ทุใชุ�ใน QC)
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Chapter 1 16
Terminology (คำ�าศ�พทุ'ทุใชุ�ใน QC)• Specifications
– Lower specification limit– Upper specification limit– Target or nominal values
• Defective or nonconforming product (ผล�ต้ภิ�ณฑ์'ทุไม%เป4นไปต้ามมาต้ราฐานทุกี่�าหนดไว�)
• Defect or nonconformity (สี�งทุเป4นจำ�ดต้�าหน�หร(อข�อบกี่พร�องในผล�ต้ภิ�ณฑ์')
• Not all products containing a defect are necessarily defective
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Chapter 1 17
Dimensions of Quality1. Performance (สีมรรถ้ภิาพ)- main characteristics of
the product/service
2. Aesthetics (ร+ปล�กี่ษณ' คำวามสีวยงาม, สี�นทุรยภิาพ)- appearance, feel, smell, taste
3. Special Features (ร+ปล�กี่ษณ'พ�เศษ) - extra characteristics
4. Conformance (คำวามถ้+กี่ต้�องต้ามสีเปกี่ทุกี่�าหนด)- how well product/service conforms to standard or customer’s expectations
5. Reliability (คำวามน%าเชุ(อถ้(อของผล�ต้ภิ�ณฑ์') - consistency of performance
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Chapter 1 18
Dimensions of Quality (Cont’d)
6. Durability (คำวามทุนทุาน)- useful life of the product/service
7. Perceived Quality (คำวามมชุ(อเสียงด�านคำ�ณภิาพ)- indirect evaluation of quality (e.g. reputation)
8. Serviceability - service after sale
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Chapter 1 19
Examples of Quality Dimensions
Dimension
1. Performance 2. Aesthetics 3. Special features
(Product) Automobile
Everything works, fit & finish Ride, handling, grade of materials used Interior design, soft touch Gauge/control placement Cellular phone, CD player
(Service) Auto Repair
All work done, at agreed price Friendliness, courtesy, Competency, quickness Clean work/waiting area Location, call when ready Computer diagnostics
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Chapter 1 20
Examples of Quality Dimensions (Cont’d)
Dimension
5. Reliability 6. Durability 7. Perceived quality 8. Serviceability
(Product) Automobile
Infrequency of breakdowns Useful life in miles, resistance to rust & corrosion Top-rated car Handling of complaints and/or requests for information
(Service) Auto Repair
Work done correctly, ready when promised Work holds up over time Award-winning service department Handling of complaints
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Chapter 1 21
Service Quality
• Convenience (สีะดวกี่สีบาย)
• Reliability (น%าเชุ(อถ้(อ)
• Responsiveness (มคำวามร�บผ�ดชุอบ)
• Time (เวลาทุต้�องใชุ�ในกี่ารร�บบร�กี่าร)
• Assurance (สีามารถ้ให�บร�กี่ารหล�งหารขายได�)• Courtesy (มารยายและคำวามสี�ภิาพ)
• Tangibles (สี�งทุเห7นหร(อสี�มผ�สีได�และทุ�าให�ประทุ�บใจำ)
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Chapter 1 22
Examples of Service QualityDimension Examples1. Convenience Was the service center conveniently located?
2. Reliability Was the problem fixed?
3. Responsiveness Were customer service personnel willing and able to answer questions?
4. Time How long did the customer wait?
5. Assurance Did the customer service personnel seem knowledgeable about the repair?
6. Courtesy Were customer service personnel and the cashier friendly and polite?
7. Tangibles Were the facilities clean, personnel neat?
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Chapter 1 23
Case study of poor service quality control
Question: discuss this case by considering service quality dimensions?
เจ�บปากไปผ่!าตั�ด้-หมอชุ่$!ย ด้�นขรั%บจ& ' แม!ด้ชุ่.12โวยล�)น ป8ทุ 60 ฉบ�บทุ 18629 ว�นพฤห�สีบด ทุ 22 มกี่ราคำม 2552
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Chapter 1 24
Case study of poor service quality control
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Chapter 1 25
History of Quality Improvement
Work standard(Taylor)
Assembly line(Ford)
Control chart
(Shewhart)
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Chapter 1 26
History of Quality Improvement
Deming
QC in JP
Ishigawa
Cause-and-effect diagram
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Chapter 1 27
ไฟเกี่นบวม
TQC
Juran
QC in JP
History of Quality Improvement
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Chapter 1 28
History of Quality Improvement1975 อ$๖สำาหกรัรัมรั!วมลงท$นไทย-ญี่,)ป$-น เชุ่!น บ.ไทยบรั%ด้จ.สำโตัน จ�าก�ด้ และบ.ไทยฮี,โน!อ$ตัสำาหกรัรัม ได้�เรั%)มม,การัด้�าเน%นการัเก,)ยวก�บค%วซี,เซี%รั.เค%ลในเม2องไทยเป�นครั�3งแรัก รัวมถึ5งม,การัฝึ7กอบรัมด้�านค$ณภาพโด้ยผ่&�เชุ่,)ยวชุ่าญี่จากญี่,)ป$-นให�ก�บน�กอ$ตัสำาหกรัรัมไทย โด้ยม,สำมาคมสำ!งเสำรั%มเทคโนโลย, (ไทย-ญี่,)ป$-น) หรั2อ สำ.สำ.ท. เป�นผ่&�สำ!งเสำรั%ม
Design of experiment
ISO and MBNQA
Six-sigma
1996 กี่ารเร�มต้�นโคำรงกี่ารรางว�ลคำ�ณภิาพแห%งชุาต้� (Thai Quality Award; TQA) โดยมสีถ้าบ�นเพ�มผลผล�ต้แห%งชุาต้�และสี�าน�กี่งานพ�ฒนาว�ทุยาศาสีต้ร'และเทุคำโนโลยแห%งชุาต้�เป4นหน%วยงานหล�กี่ โดยรางว�ลดงกี่ล%าวมพ(0นฐานมาจำากี่รางว�ลคำ�ณภิาพแห%งชุาต้�ของอเมร�กี่า (MBNQA)
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Chapter 1 29
The Quality Gurus
• Walter Shewhart
• W. Edwards Deming
• Joseph M. Juran
• Kaoru Ishikawa
• Armand Feigenbaum
• Taguchi
• Ohno and Shingo
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Chapter 1 30
Key Contributors to Quality Management
Contributor Shewhart Deming Juran Feigenbaum Ishikawa Taguchi Ohno and Shingo
Known for Statistical method for quality control (control chart) 14 points; special & common causes of variation, (Deming wheel ; PDCA) Quality is fitness for use; quality trilogy Quality is a total field (TQM) Cause-and effect diagrams; quality circles Taguchi loss function Continuous improvement
Quality
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Chapter 1 31
Walter A. Shewhart (1891-1967)
• Trained in engineering and physics
• Long career at Bell Labs
• Developed the first control chart about 1924
Walter A. Shewhart
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Chapter 1 32
• Taught engineering, physics in the 1920s, finished PhD in 1928
• Met Walter Shewhart at Western Electric
• Long career in government statistics, USDA, Bureau of the Census
• During WWII, he worked with US defense contractors, deploying statistical methods
• Sent to Japan after WWII to work on the census
W. Edwards Deming
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Chapter 1 33
Deming’s 14 Points
1. Create constancy of purpose toward improvement 2. Adopt a new philosophy, recognize that we are in a time of
change, a new economic age3. Cease reliance on mass inspection to improve quality4. Do not award business to suppliers on the basis of price alone,
but also consider quality5. Improve constantly and forever the system of production and
service (focus on continuous improvement)6. Practice modern training methods and invest in on-the-job
training for all employees7. Improve leadership, recognize that the aim of supervision is help
people and equipment to do a better job8. Drive out fear9. Break down barriers between departments
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Chapter 1 34
Deming’s 14 Points10. Eliminate slogans and targets for the workforce such as zero
defects 11. Eliminate numerical work standards12. Remove barriers that discourage employees from doing their
jobs13. Institute (start) a continuing program of education and self-
improvement14. Create a structure in top management that will strongly
support the first 13 points
14 ข�อข�างตั�นน,3เป�นการัม$!งเน�นให�ม,การัเปล,)ยนแปลงในรัะด้�บองค.กรั และบทบาทของฝึ-ายบรั%หารัม,สำ!วนสำ�าค�ญี่มากในการัเปล,)ยนแปลงองค.กรั
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Chapter 1 35
Shewhart cycle (or Demming wheel): The four steps; Plan-Do-Check-Act, are often called the PDCA cycle
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Chapter 1 36
Supplement (เน(0อหาเสีร�ม)
1 การัสำรั�างมาตัรัฐานงานและมาตัรัฐานการัควบค$ม
2 ปฏิ%บ�ตั%ตัาม
มาตัรัฐานงาน
3 ตัรัวจสำอบ
สำ%)งผ่%ด้ปกตั%
4 แก�ป<ญี่หา
ความผ่%ด้ปกตั% 7 การัตัรัวจ
สำอบความม,ปรัะสำ%ทธิ%ผ่ลของการัแก�ป<ญี่หา
8 แก�ไขมาตัรัฐาน
5 วางแผ่นการัแก�ไข
ป<ญี่หาเรั23อรั�ง
6 ปฏิ%บ�ตั%ตัาม
มาตัรัการัตัอบโตั�
(แก�ป<ญี่หา)
* กี่�ต้ต้� พลอยพาน�ชุเจำร�ญ, หล�กี่กี่ารคำวบคำ�มคำ�ณภิาพ, 2551
กี่ารร�กี่ษาไว�
กี่ารปร�บปร�ง
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Chapter 1 37
Joseph M. Juran
• Born in Romania (1904-2008), immigrated to the US
• Worked at Western Electric, influenced by Walter Shewhart
• Emphasizes a more strategic and planning oriented approach to quality than does Deming
• Juran Institute is still an active organization promoting the Juran philosophy and quality improvement practices
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Chapter 1 38
The Juran Trilogy
1. Planning : design/develop products or services that meet customer needs
2. Control : to ensure the products or services meet the requirement (Statistical Process Control; SPC is one of the primary tools of cool)
3. Improvement: to achieve performance and quality levels that are higher than current levels
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Chapter 1 39
Armand V. Feigenbuam
– Author of Total Quality Control, promoted overall organizational involvement in quality,
– Three-step approach 1. quality leadership
2. quality technology (statistical methods)
3. organizational commitment
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Chapter 1 40
Statistical Methods for Quality Control and Improvement
The major areas of quality control and improvement involving statistical methods are:
•Statistical process control
•Design of Experiment
•Acceptance sampling
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Chapter 1 41
Statistical Methods
• Statistical process control (SPC)– Control charts, plus other problem-solving tools– Useful in monitoring processes, reducing variability
through elimination of assignable causes– On-line technique
• Designed experiments (DOX)– Discovering the key factors that influence process
performance– Process optimization– Off-line technique
• Acceptance Sampling
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Chapter 1 42
Walter A. Shewart (1891-1967)
• Trained in engineering and physics
• Long career at Bell Labs
• Developed the first control chart about 1924
Statistical process control (SPC)
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Chapter 1 43
Designed experiments (DOX)
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Chapter 1 44
Acceptance Sampling
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Chapter 1 45
Effective management of quality requires the execution of three activities:
1. Quality Planning
2. Quality Assurance
3. Quality Control and Improvement
Management Aspects of Quality Improvement
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Chapter 1 46
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Chapter 1 47
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Chapter 1 48
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Chapter 1 49
Quality Systems and Standards
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Chapter 1 50
• The ISO certification process focuses heavily on quality assurance, without sufficient weight given to quality planning and quality control and improvement
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Chapter 1 51
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Chapter 1 52
• The MBNQA process is a valuable assessment tool
• See Table 1-3 for Performance Excellence Criteria and point values
The Malcolm Baldrige National Quality Award
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Chapter 1 53
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Chapter 1 54
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Chapter 1 55
Thai Quality Award
เกี่ณฑ์'รางว�ลคำ�ณภิาพแห%งชุาต้�แบ%งออกี่เป4น หมวด คำ(อ
1 .กี่ารน�าองคำ'กี่รณ'
2. กี่ารวางแผนเชุ�งกี่ลย�ทุธ์'
3. กี่ารม�%งเน�นล+กี่คำ�าและต้ลาด
4. กี่ารว�ด กี่ารว�เคำราะห' และกี่ารจำ�ดกี่ารคำวามร+ �
5. กี่ารม�%งเน�นบ�คำลากี่ร
6. กี่ารจำ�ดกี่ารกี่ระบวนกี่าร
7. ผลล�พธ์'
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Chapter 1 56
Thai Quality Award