Lecture 1 - Intro to Quality

8/2/2019 Lecture 1 - Intro to Quality

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Lecture 1: Introduction to Quality

By

Ramdziah Md.Nasir

EPM 212Metrology and Quality Control


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QualityWhat is Quality?

What is your definition of Quality?Why Quality?

How to measure Quality?

How to achieve Quality?

Quality ControlWhat is Quality Control?

Why Quality Control?

What are the tools of Quality Control?


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Quality is.. Conformance to specifications

Fitness for use/consumption

The very best in its class

Excellent

Exceeding expectations customer feelsspecials

Total customer satisfaction

There are many ways people look at quality andtherefore it can be defined in various ways

which can be real or perceived values


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Quality as they view it

Customers View The quality of the design (look, feel, function)

Product is functioning as intended and it lasts

Extra values in product customer feels special

Manufacturers View Conformance to requirements

Cost of achieving quality (prevention, scrap, warranty)

Increasing conformance increases profit

Governments View Product is safe for the public

Product is not harmful to the environment

Whats your definition of Q?


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Dimensions of Quality

Products- Performance

- Features

- Reliability

- Conformance- Durability

- Serviceability

- Aesthetics

- Perceived quality

Services- Reliability

- Responsiveness

- Accurate

- Assurance- Correct

- Emphaty

- Trustworthy

- Warranty


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Why Quality?Its Importance

Survival of an Organization in globalcompetition

It costs to correct mistakes/defects, to regaincustomers, to remain competitive. In the US

today, 15% - 20% of production costs areincurred in finding and correcting mistakes

It affects the peoples standard of living

(public health, safety, thereby has legalimplications)


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How do organizations compete?

Quality (high quality) Cost (low cost)

Delivery (time, accuracy)

Other measures Safety

Employee morale

Product development (innovative, time to market)

Socially/environmentally responsible


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Quality in todays global competition

Need for new strategy. Why?

Borderless market import barriers and protectioncan no longer isolate an organization from the

outside world. Consumers become increasingly sophisticated

Demand new and better products/services

Consumers are offered much more choices

Becoming more discriminating (choosy).


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Customers feedbacks

Rate of defects, non-conformity (in-house)

Requires statistical tools to look at the process

Quality Indicators


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Quality Indicators

Many agrees that the ultimate true quality indicators isthe customers wants and needs, although sometimes it

can be too much to fulfill or they can be bias. However,for an organization, customer is always right.

Sometimes they can be cranky, and it may sometimes seem like they

expect too much, but they do provide our paychecks and ourbenefits, such as sick leave, maternity leave, health insurance, andthree-weeks paid vacation time each year. And what about all thenew equipments weve been getting lately?. They pay for that, too.

And a lot more. So the next time you see them, give them a greatbig smile to show how much you appreciate themour Customers!


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Traditional Quality Control

Statistical process control (SPC)

Total Quality Management (TQM) Taguchi Methods

Quality Function Deployment (QFD)

ISO 9000 Design for 6 sigma

Etc

How to Achieve Quality?(Quality Programs)


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What is Quality Control (QC)?

A method to ensure products or servicesconform to the specifications or exceedexpectations. In doing so, it also apply to

people (maintaining quality workers) QC employs tools including manual (human

observations) and automated data (sensor,

etc) collections for quality assesment. Involves statistics, mathematics and

computer knowledge.


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Traditional Quality Control (TQC)

By INSPECTION. Follows the traditional ways ofinspecting products during processing and at theend of the process. Defects are thrown away.

Inspection at mainly 3 stages : (1) before materialsenter production, (2) during production, (3) after

production before delivery to customers. Drawbacks:

inefficient, does not add value to the quality of products, toolate, costly (labour, time, employee morale, lost of sale).

Often carried by different group of people (QC people),causes disagreement between the production and QC.

Incompatible with new production technique (e.g. JIT)


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Try to inspect and detect all letter f either capital or lowercase, in the paragraph. Treat the letter f as defective

item. Can you get the numbers correct the first time?

The study of SPC can be both fun and rewarding for everyone.

When you find out that the fundamental ideas of statistics arefairly easy to learn, you will discover that your efforts result ina great deal of satisfaction. If you treat production problem as

a puzzle, the application of SPC provides clues for its

solution, and when puzzle is finally solved, the feeling ofsatisfaction is very fulfilling. Puzzles can be frustrating, buttheir final solution is fun.


Answer: 23


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As a result of the above problems, many businesseshave focused their efforts on improving quality byimplementing quality management techniques -which emphasizes the role of quality assurance. AsDeming (a "quality guru") wrote: "Inspection with theaim of finding the bad ones and throwing them out istoo late, ineffective, costly. Quality comes not frominspection but from improvement of the process.PREVENTION is better than cure.

Many companies have moved away from TQC



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Statistical Process Control (SPC)

Tools of SPC: Histograms

Pareto Charts

Check Sheets Defect concentration diagrams

Scatter diagrams

Cause and effect diagrams Control charts


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Total Quality Management (TQM)

An organizational approach to qualityinvolving the customers, suppliers and allpeople in the organization (not just the QCpeople) in a never-ending quest for improvedquality.

Everyone from the CEO down to assemblyline workers must be committed to quality

Customeras the focal point and the drivingforce they must be kept happy


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Taguchi Method for Quality

Robust design: - To design products and processesin which the performance and functions are

relatively insensitive to variations in workingenvironments. It is often easier to design a product thatis insensitive to the environmental factors than to controlthe environment - Genichi Taguchi

Taguchi loss function

Tolerances define a range of parameter values about thenominal values that are acceptable. Taguchis concept is

that any deviation from the nominal value of the parametercauses some loss of function.


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Quality Function Deployment (QFD)

QFD is a methods of integrating the customerrequirements / or voices into thecharacteristics (features and functions) of a

product, early from the design stage toproduction.

Each customer requirements is matched tospecific characteristics of the product and the

relationship between each pair is rated(strong, medium, weak or can be givenscales).


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What is ISO 9000

A set of international standards on quality developedby the International Organization for Standards(ISO)

It is not a standard for products or services, but it

sets the standard for the systems, procedures ormethods used by any facilities that affects thequality of the products or services concerned.

ISO standards are generic, therefore generally

applicable to any type of facilities and the productsproduced.

ISO 9000 focus is on the facilitys quality system.


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Design for 6-sigma

Sigma is the standard deviation of a normaldistribution, and 6-sigma quality is an error rate of 3defectives per million units (0.0003% error or99.9997% perfection!)

In some organizations, 99% error-free is considered

good. That is 1 defect per 100 items. Five steps in 6-sigma quality approach: (1)Define

the project goals and customer requirements; (2)Measure the process to asses current performance;(3) Analyze the process and determine root causes

of the variations and defects; (4) Improve theprocess; (5) Control the new and improved process Remember DMAIC


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Quality Gurus (1920onwards)

Japanese Quality Innovators Kaoru Ishikawa (post WWII 1980s)

Genichi Taguchi (1960s 1980s)

U.S Quality Innovators

Walter Shewhart (1920-1940s)

W. Edwards Deming

Joseph M. Juran

Philip Crosby (1980s)


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What is your way ofachieving quality?

How do you define

quality?


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Question?


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Quality Gurus


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PROTON'S TOUGH ATTITUDE ON QUALITY SHOWING RESULTS

Shah Alam - It's been just five months into PROTON's Quality Enhancement Campaign, butcustomers are already beginning to benefit from the initiative to introduce a continuous andcomprehensive program aimed at improving the quality of Proton products.

Introduced in acknowledgement that quality has been an issue for PROTON, the campaign isone of the measures being taken to transform the national car manufacturer and addressesall key areas including the manufacturing and engineering processes, sales and after-salesservice activities, as well as vendors.

The campaign continues to address the importance of quality in all areas to:produce better products, implement more stringent systems and disciplines to abide by the procedures, improve the manufacturing and engineering processes, practice customer-focused service at showrooms and workshops, and extend the practice to vendors and dealers. "Quality is a thrust that any manufacturer continuously strives to improve upon and it is a

challenge which we will have to resolve if PROTON is to make an impact globally," saidManaging Director of PROTON Holdings Berhad, Syed Zainal Abidin Syed MohamedTahir.


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Lecture 1 - Intro to Quality

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