int 327 ch01
TRANSCRIPT
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Quality Improvement (Formerly titled Quality Control 8th Edition)
PowerPoint presentation to accompany Besterfield, Quality Improvement, 9th edition
Chapter 1 Chapter 1 Introduction to Introduction to
QualityQuality
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Textbook Outline
Introduction to Quality ImprovementLeanSix sigmaSPCControl Charts for VariablesAdditional SPC techniques for Variables
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Outline (Continued)
ProbabilityControl Charts for AttributesSamplingReliabilityManagement and Planning ToolsExperimental DesignTaguchi’s Quality Engineering
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Learning ObjectivesWhen you have completed this chapter you should be able to:
Define quality, quality control, quality improvement, statistical quality control, quality assurance, and process.
Be able to describe FMEA, QFD, ISO 9000, ISO 14000, Benchmarking, TPM, Quality by Design, Products Liability, and IT
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Definitions Quality• Ratio of the perceptions of performance to expectation.• ASQ—Each person or sector has its own.• ISO 9000—Degree to which a set of inherent characteristics fulfills
requirements.• All of the above.
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Definitions (Continued)Quality Control--Use of techniques to achieve and sustain the quality.Quality Improvement--Use of tools and techniques to continually improve
the product, service, or process.Statistical Quality Control—Use of statistics to control the quality.
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Definitions (Continued)
Quality Assurance--Planned or systematic actions necessary to provide adequate confidence that the product or service will satisfy given requirements.
Process--Set of interrelated activities that uses specific inputs to produce specific outputs. Includes both internal and external customers and suppliers.
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Quality Improvement Tools
The previous textbook outline slide provides the tools covered.Tools covered briefly in this chapter are:
FMEA, QFD, ISO 9000, ISO 14000, Benchmarking, TPM, Quality by Design,Products Liability, IT
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Failure Mode & Effect Analysis (FMEA)• Identifies foreseeable failure modes and plans for elimination.• Group of activities to:
• Recognize and evaluate potential failures,• Identify actions that could eliminate or reduce them,• Document the process.
• Two types – design and process.
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Quality Function Deployment (QFD)• Identifies and sets priorities for process improvement.• Multifunction team uses ‘voice of the customer’ to achieve results
throughout the organization.• It reduces start-up costs and design changes that lead to increased
customer satisfaction.
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
QFD (Continued)
• Answers the following questions:1.What do customers want?2.Are all wants equally important?3.Will delivering perceived needs yield a competitive advantage?4.How can we change the product, service, or process?5.How does a change affect customer perception?
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
QFD (continued)
6. How does a change affect technical descriptors?7. What is the relationship between parts deployment, process planning, and
production planning?
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
ISO 9000 (QMS)• ISO Stands for International Organization for Standards.• QMS stands for Quality Management System.• The standard, recognized by over 100 countries, is divided into
three parts.• Fundaments and vocabulary,• Requirements, and• Improvement guidance.
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
ISO 9000 (Continued)• Five clauses of the requirement’s part are:
• Continual improvement• Management Responsibility• Resource Management• Product Realization• Measurement, Analysis, and Improvement
• Related to customer requirements and satisfaction.
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
ISO 14000 (EMS) International standard for an environ-mental management
system (EMS). Describes the requirements for registration and/or self-
declaration. Requirements based on the process--not on the products or
services. Continual improvement for environmental protection.
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
ISO 14000 (Continued)
• The four sections are:• Environment policy,• Planning, implementation, & operations,• Checking and corrective action,• Management review.
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
BenchmarkingBenchmarking• Benchmarking was developed by Xerox in 1979. The idea is to find
another company that is doing a particular process better than your company, and then, using that information to improve the process.
• Constant testing of industry’s best practices.
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Total Productive MaintenanceTotal Productive Maintenance• Total Productive Maintenance (TPM)is a technique that
utilizes the entire work force to obtain the optimum use of equipment.
• The technical skills in TPM are: daily equipment checking, machine inspection, fine-tuning machinery, lubrication, trouble-shooting, and repair.
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Quality by DesignQuality by Design• Quality by Design is the practice of using a multidisciplinary team to
conduct product or service conception, design, and production planning at one time.
• The major benefits are faster product development, shorter time to market, better quality, less work-in-process, fewer engineering change orders, and increased productivity
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Products LiabilityProducts Liability Consumers are initiating lawsuits in record numbers as a result of injury,
death, and property damage from faulty product or service design or faulty workmanship.
Reasons for injuries:
Behavior or knowledge of the user. Environment where the product is used. Design and production of the item.
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Information TechnologyInformation Technology
• Information Technology is defined as computer technology (either hardware or software) for processing and storing information, as well as communications technology for transmitting information.
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Computer Program• EXCEL has the ability to perform calculations using Formulas/More
Functions/Statistical and Formulas/Math & Trig Tabs.• There are EXCEL program files on the website (
www.pearsonhighered.com/besterfield) that will solve many of the exercises.
• Bill Gates—Automation applied to an inefficient operation will magnify the inefficiency.
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Instructor
The remaining slides are from the 8th edition.
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
The Dimensions of QualityDIMENSIONDIMENSION MEANINGMEANINGPerformance Primary product characteristicsFeatures Secondary characteristicConformance Meeting specifications or industry
standardsReliability Consistency of performance over timeDurability Useful lifeService Resolution of problems and complaintsResponse Human-to-human interfaceAesthetics Sensory characteristicsReputation Past performance and other intangibles
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Historical Review
Skilled craftsmanship during Middle AgesIndustrial Revolution: rise of inspection and separate quality
departmentsStatistical methods at Bell System (1924)The American Society for Quality (1946)Deming (1950)Juran (1954
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Historical Review (Continued)
First Quality Control Circles (1960)1980s
TQM Statistical Process Control, SPCMalcolm Baldrige National Quality AwardTaguchi
ISO (1990)Via Internet (2000)
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Responsibility for Quality
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CustomerCustomer
ServiceService
Packaging andPackaging andStorageStorage
InspectionInspectionand Testand Test
ProductionProductionProcessProcessDesignDesign
ProcurementProcurement
DesignDesignEngineeringEngineering
MarketingMarketing
QualityQualityProductProduct
OrOrServiceService
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Responsibility for Quality
MarketingHelp to evaluate the level of product quality that a
customer wants, needs.. Design EngineeringTranslate the customer’s requirements into operating
characteristics, exact specifications, and appropriate tolerances
ProcurementResponsible for procuring quality materials and
components
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Responsibility for Quality (Continued)Process DesignDevelops processes and procedures
that will produce a quality product/serviceProductionProduce quality products and servicesInspection and TestAppraise the quality of purchased and manufactured items
and to report the results
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Responsibility for Quality (Continued)Packaging and Storage
Preserve and protect the quality of the productInspection and TestAppraise the quality of purchased and manufactured items and to
report the resultsServiceFully realizing the intended function of the product during its expected
life
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Chief Executive OfficerThe highest-ranking executive officer within a company or corporation, who has responsibility for overall management of its day-to-day affairs under the supervision of the board of directors
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Chief Executive Officer (Continued)Ultimate responsibility for quality35% of the time is spent on qualityQuality performances
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Computers & Quality Control
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Can be programmed to perform complex calculations, to control a process or test, to analyze data, to write reports, and to recall information on command
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Computers & Quality Control (Continued)Benefits:
Information is stored in the computer and transmitted efficiently to remote terminals
Information is provided to employee at the same time the work assignment is given
Ability to quickly update or change the informationThe probability of fewer errors
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Computers & Quality Control (Continued)Benefits:Powerful tool to help in the improvement of qualityThe use of computers in quality is as effective as the people who
create the total system
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Computers & Quality Control (Continued)Quality functions needs:Data collectionData analysis and reporting
Statistical analysisProcess controlTest and inspectionSystem design
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Computers & Quality Control (Continued)Data collection:The decision as to how much data to collect and analyze is based
on the reports to be issued, the processes to be controlled, the records to be retained, and the nature of the quality improvement program
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Computer & Quality Control (Continued)Data collection cont’d.:
Computers are well suited for the collection of dataFaster data transmission, fewer errors, and lower collection costs can be
achievedMultiple sources of data can be usedIdentifiers are necessary for data analysis, report preparation, and record
traceability
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Computers & Quality Control (Continued)Data analysis and reporting:
Quality info is stored in the computer for retrieval at a future time, analyzed, reduced, and disseminated in the form of a report
The analysis, reduction, and reporting are programmed to occur automatically in the system
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Computers & Quality Control (Continued)Data analysis and reporting cont’d.: Data can be easily summarizedData can be analyzed as they are being accumulated and corrective
actions are taken in real timeAnalysis of data using tools such as: Pareto, Histogram, Software
programs (Excel), Charts are made easier
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Computers & Quality Control (Continued)Statistical analysis:Use of Statistical packagesThe quality engineer can specify a particular sequence of statistical
calculation to use for a given set of conditionsTime is saved and the calculations are error-free
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Computers & Quality Control (Continued)Statistical analysis Benefits:
No more time-consuming manual calculationsOne-time problem Process control
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Computers & Quality Control (Continued)Process control:Computer programs control the sequence of events performed during
a process cycleKeep the measurement and control of critical variables on target with
minimum variation and within acceptable control limits
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Computers & Quality Control (Continued)Process control cont’d.:Computer numerically controlled (CNC) machines, robots, and
automatic storage and retrieval systems (ASRS)Benefits:
• Constant product quality• More uniform startup and shutdown
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Computers & Quality Control (Continued)Process control cont’d.:Benefits cont’d.:
High productivity (less employees)High productivity (less employees)Safer operation for personnel and Safer operation for personnel and equipment equipment
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Computers & Quality Control (Continued)Test and Inspection:Automated test systems can be programmed to perform a complete
quality audit of a product
Disadvantage:• High cost of the equipment
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Computers & Quality Control (Continued)Test and Inspection:
Advantages:Improve test qualityLower operating costBetter report preparation
Improve precisionAutomatic calibrationMalfunction diagnostics
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Quality Improvement, 9eDale H. Besterfield
© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved
Computers & Quality Control (Continued)System Design:The integration of the diverse quality function with other activities
requires an extremely sophisticated system designExpert systems are computer programs that capture the knowledge
of experts as a set of rules and relationships used for such applications as problem diagnosis
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