3. Quality – What Is It?
“The degree of excellence of a thing”
(Webster’s Dictionary)
“The totality of features and characteristics that satisfy needs”
(American Society for Quality Control – ASQ)
Fitness for consumer use – meet or exceed customer
expectations
4. Meaning of Quality Control
Quality of product depends on material, man,
machine, and manufacturing conditions. The quality
control is a symmetric control of these factor.
Skilled worker will give better quality.
Better machines and better material with a good
quality product.
Quality is the right attitude to achieve excellence;
producing error free products and services to the
customer within time ; and satisfying the
requirements and expectations of customers.
5. The Evolution of Quality
Industrial revolution - smaller jobs, more specialization and
less responsibility for the final product
. Early 1900’s - product inspection introduced -Fredrick Winslow Taylor
. 1924 - statistical control charts - W. Shewhart of Bell Laboratories
. 1930, - acceptance sampling - H.F. Dodge & H.G. Roming of Bell Labs
. WWII - statistical methods began to be more widely accepted,
especially in statistical sampling techniques
. 1950’s - quality assurance, statistical quality control methods
introduced to the Japanese - W. Edwards Deming
- “cost of quality” concepts - Joseph Juran
- “total quality control” including product design and
materials - Armand Feigenbaum
. 1960’s - “zero defects” emphasize employee performance - P. Crosby
. 1970’s - quality assurance methods throughout the entire process
6. Dimensions of Quality
1. Performance - characteristics of the product or
service
2. Aesthetics - appearance, feel, smell, taste
3. Special features - extra characteristics
4. Conformance - customer’s expectations
5. Safety - risk of injury or harm
6. Reliability - consistency of performance
7. Durability - useful life of the product or service
8. Perception - reputation
9. Service after the sale - handling of complaints,
customer satisfaction
7. Examples Of Quality Dimensions
(Product) Automobile (Service) Auto Repair
Dimension
Performance All work done, at
Everything works, fit agreed price
& finish Ride, Friendliness, courtesy,
handling, grade of
materials used Competency, quicknes
s
Clean work/waiting
Aesthetic Interior design, soft area
touch
Location, call when
ready
Gauge/control
Special features placement
8. Cellular phone, CD Computer diagnostics
Convenience
player
High tech Antilock
Safety brakes, airbags
Separate waiting area
Work done correctly,
Infrequency of
Reliability breakdowns ready when promised
9. Dimension Product) (Service)
Auto Repair
Automobile
Useful life in miles, Work holds up over
Durability time
resistance to rust and
corrosion
Perceived Quality
Top-rated car Award-winning
service
department
Service after
Handling of complaints
sale and/or requests for Handling of
information complaints
10. Concept change:- Deming’s 14
Points
1-Create constancy of Purpose for 8 - Eliminate fear among
improvement of product and service employees
2 - Adopt the new philosophy 9 - Eliminate barriers between
3 - Cease mass inspection
departments
4 - Select a few suppliers
10 - Eliminate slogans, targets
based on quality
11 - Remove numerical quotas
5 - Constantly improve system
12 - Enhance worker pride
and workers
13 - Institute vigorous training &
6 - Institute worker training
7 - Instill leadership among education programs
supervisors 14 - Implement these 13 points
11. Total Quality Management
The new concept of quality is total quality management.
It means involvement of all aspect of the firm in satisfying the
customer.
TQM involves:-
i. Customer – supplier relationship based on mutual trust & respect.
There must be a beneficial strategy for both.
ii. Firm in house requirements by the customer.
iii. Suppliers are partners in achieving zero defect situation.
iv. Regular monitoring of supplier processes and products by the
customer.
12. Principal objectives of TQM
Organization should have system oriented specific objectives as
follows:-
i. Customer focus, customer satisfaction
ii. Continuous improvement of culture of the organization
iii. Focus continuous and cost reduction
iv. Focused, continuous and quality improvement
v. Everyone is working towards making their organization the best
business
13. TQM must include ten dimensional framework:-
1. Quality policy and its communication
2. Team work and participation
3. Problem solving tools and technique
4. Standardization
5. Quality system
6. Quality control and measurement
7. Process control
8. Customer supplier integration
9. Education and training
10. Quality audit and receive
14. Basics of TQM
TQM focuses on identifying root causes of quality problems and
connecting them at the source, as apposed to inspecting the
product after it has been made.
The Japanese believe that the best and the most lasting changes
comes from gradual improvements.
There are two approaches that can help companies with continuous
improvement:-
1. The plan-do-study-act cycle
2. Benchmarking
15. PDSA Cycle
• It explains the activities a company needs to perform in order to incorporate
continuous improvement in its operation.
• It shows that continuous improvement is never-ending process
1. plan: study current situation and make plan based problems. Document all
current procedure, collect data, and identify problems.
2. Do: implement plan on trial basis manager should document all changes
made and collect data for evaluation.
3. Study: determine if trial is working correctly or it’s achieving the goals.
4. Act: the best way to accomplish this is to communicate the results to other
members in the company and then implement the new procedure if it has
been successful.
16. Bench-marking
It is studying the business practices of other companies for
purpose of comparisons.
To learn and study how others do things is an important part
of continuous improvement.
It does not have to be in same business, as long as it excels
at something that the company doing the study wishes to
emulate.
TQM provides incentives for employees to identify quality
problems and empower all employees to seek out problem
and correct them.
TQM differentiates between external and internal customers.
17. The Deming approach to TQM
Create and publish the aims and purposes of the organization
Learn the new philosophy
Understand the purpose of inspection
Stop awarding business based on price alone
Improve constantly and forever the System
Institute training
Teach and institute leadership
18. The Deming Philosophy
Drive out fear, create trust, and create a climate for innovation
Optimize the efforts of teams, groups, and staff areas
Eliminate exhortations for the work force
Eliminate numerical quotas for the work force
Eliminate management by objectives
Remove barriers to pride of workmanship
Encourage education and self-improvement for all
Take action to accomplish the transformation.
19. Kaizen Technique
Kaizen- defines the managements role in continuously encouraging
and implementing small improvements in the individual &
organization.
Break the complex process into sub-processes and then improve
the sub-processes.
Continuous improvements in small increments make the process
more efficient ,controllable and adaptable.
Does not rely on more expense, or sophisticated equipment and
techniques.
20. The five main elements of kaizen are:
1. Team work
2. Personal discipline
3. Improved morale
4. Quality circles
5. Suggestion for improvements
Criticisms
1. Safety was being put at risk by aggressive cost cutting.
2. Suppliers refusing to accept orders from Toyota because
accusation of death by overwork at Toyota due to unpaid voluntary
quality control meeting held after regular work hours.
21. Quality By Design
Introduction
Product quality is created by design. In such a competitive market,
the designer have to keep on improving for higher and higher
quality levels.
Product development cycle
i. Customer’s needs assessment through market survey and
analysis.
ii. Design specification formulation
iii. Preliminary design of product
iv. Review of design
v. Manufacturing of the prototype and its evaluation
vi. Manufacturing drawing and product specifications preparation
vii. Pilot production run and changes in design
viii. Design release for mass production
22. Assessment of customer’s needs
The prospective customer are explained variety of features of the
product. Information is recorded but if it can leak about the new
product then the designer, the marketing organizations and the quality
engineers decide the desirable features in that product.
Formulation of design specification
The requirement and expectations of the prospective customers
translated in to design specification. It is always advisable to formulate
in consultation with the quality engineers. By doing this they knew the
technical failing of the previous product and draw back are avoided in
the new design . It can be converted in a comprehensive document
because it shows demand and expectation of the customer
23. Preliminary design
The following decision can be taken to overcome the problem
i. Reduction of the required feature
ii. Finding alternative design
iii. Addition of compensatory features
Such decisions involve consultation with quality engineers and the
marketing organizations.
24. General consideration for a good
design
1. Appearance
2. Functional efficiency
3. Safety
4. Reliability
5. Maintainability
6. Ease of production
7. Standardization
8. Review of design
25. Evolution of prototype
It is carried out by a well planned evaluation programme. The
evaluation is coordinated by an agency different from the
designer to maintain the objectivity of evaluation. Normally
the quality manager is assigned the job of prototype
evaluation. Production and marketing also associated with
evaluation program me. Certain changes may be necessary
in the design as a result of evaluation.
Finally , all the features are subjected to confirmatory
evaluation to ensure that the shortcomings of the design
observed earlier are eliminated. It gives fully satisfaction
26. Manufacturing drawings
- The drawing reflects the final design which emerged after evaluation
studies.
Product satisfaction:- it clearly define all the important
characteristics to be achieved and also lay down general guidelines
for measurements.
Design changes during production
