QUALITY CONTROL

1. 2. 3. 4. 5. 6. 7. 8.

Define quality Importance of quality Objective of quality management Quality dimensions and determinants Total Quality Management (TQM) Quality control tools Identify costs of quality Characteristics of inspections

Quality management is very important agenda to the most of organizations. Quality practice includes everything for example beside the effective operating schedule, leadership, training and mission also included in quality measurement. In operation part process of quality measurement is based on statistical process control.

Quality is defined as meeting or exceeding

customer expectations that varies. It is the ability of the total features and characteristics of a product or service to satisfy given needs. @ Quality is defined as a measure of how closely a good or service to conforms to standards and specifications. The extent goods or services meet customers satisfaction.

1. 2. 3.

Implications of the quality definition Definition of quality management Definition of quality control

a)

Costs and market share - Improve market share and provide profitability by providing superior quality goods and services can gain market share from competitors that provide lower quality products.
Companys reputation - Quality is used as one of the company competitive weapon to distinguish themselves from their competitors. Product liability Consumers usually prefer to purchase goods or services that provide the maximum quality they can obtain per Ringgit in the price range they are willing to spend on. International Implications - Quality is used to attract domestic and international customers. Establish brand have the power of branding itself.

b)

c)

d)

1. 2.

3.
4.

5.

To ensure that the goods or specifications conform to standards or specifications. To minimize demand for the production cost associated with poor quality To ensure there is continued demand for the companys products and services To assure certain product requirements meets the specific standard To struggle for defects free in production.

Product quality Service Quality

1.

Performance - The basic operating characteristics of a product or how well the product or service performs the customers intended use. For a personal computer, performance characteristics would include operating speed and random access memory (RAM) capacity. Conformance - the degree to which a product meets design specifications for example, car matches manufacturers specification.

2.

Durability - It relates how long the product lasts: its life span before replacement; the useful life of the product or service. Serviceability It about the speed, cost, and convenience of repairs and maintenance. How well the manufacturers or service providers handle complaints, the ease of getting repairs, the speed of repairs, and the courtesy and competence of the repair person. Aesthetics/ Appearance How a product looks, feels, sounds, smells, or tastes for example exterior and interior design of a car.

Safety How well the product protects users before, during and after use. It is about assurance that the customer will not suffer the injury or harm from a product or service, an especially important considerations for automobiles. Reliability It relates to the probability that a product will operate properly within an expected time frame such as infrequent needs for car repairs.

1. Tangibility
- Physical appearance of facility, equipment, personnel and communication materials. Eg. Uniform

a restaurant staff wears . McD and KFC

2. Convenience -Avaibility and accessibility. Eg: ASTRO service agent 3. Reliability

- Ability to perform a service dependably, consistently and accurately. Eg: Maybank online banking.

4. Responsiveness
-Willingness of service providers to help customer. Eg: length of time it take to receive return call on a complaint

5. Time
-Service delivered

6.

Assurance
- Knowledgeable personnel and their ability to convey trust and confidence.

7. Courtesy
- The way customer a treated by employees who come into contact with them. Eg: politeness, respect, consideration and friendliness.

1.

Quality of design - refers to the intention of designers to include or exclude certain features in a product or services today. Quality of conformance - refers to the degree to which goods and services conform the intent of the designers.

2.

3.

Ease of use and user instructions - customers or users must be clearly informed on what they should or should not do with a product so that the product will be used for its intended purposes and in such a way it will continue to function properly and safely.
Service after delivery or post sale service - It consists of all the issues that arise after the product has been purchased. Since products do not always performs as expected, and services do not always yield the desired results, the ease of getting repairs, the speed of repairs or replacement or buyback and do whatever is necessary to bring the product or service up to standard.

4.

A quality emphasis encompasses entire organization, from supplier to customer stresses a continuing a commitment by management to have a continuing, company wide, drive toward excellence in all aspects of products and services that are important to the customer Concepts of TQM
a) b) c)

Continuous Improvement- It is represents continual improvement of process. Employee empowerment- Getting employees involved in product and process improvement Benchmarking- selecting best practices organization to use as a standard for performance

a)

Prevention costs It is related to expenditure before breakdown occurs to reduce the potential for defects. For example is maintenance costs.
Appraisal Costs It is related to expenditure assessing auditing the level of quality attained in production to evaluating products. For example is inspection costs. Internal failure It is related to expenditure for correcting or reworking on products or services due to defects incurred during process. For example reworking cost. External cost It is related to expenditure occur after delivery or production process. For example is warranty cost.

b)

c)

d)

There are 3 stages of Quality Control

First Stage
Product Design or process design

Determine the level of customer involvement by not to focus on the functionalities but ease to all user

Second Stage Manufacturing Stage

Inspection used in this stage 1) Inspection of raw materials 2) Production Process 3) Finished Product

Third Stage After sales services

The responsibility towards quality after sales services or warranty on products sold to customer

It is integral part of quality control and is performed to detect whether the products being produced conform to certain standards or specifications. It involves periodic checking and measuring before. During and after the production process

1)To maintain certain standards in producing products 2) To meet customer satisfaction

3) To find the problems in the production process

4) To grade the products 5) To find defective products this can be reworked

Seven Basic Quality Control Tools: 1. Check Sheets 2. Histogram 3. Flowcharts 4. Scatter Diagrams 5. Cause-and-Effect Diagram 6. Pareto Analysis 7. Statistical Process Control (SPC)

It is a tool to identify problems (detect) and make improvement (eliminate variations) by using sample statistics

1.

Natural variations Uncontrollable variations Assignable variations Controllable variations

2.

1.

P =

Total Defective Total No. Observation (N)(n)

2.

p = p ( 1 p ) n UCL = p + zp LCL = p - zp

3. 4.

Confidence levels, Z values:

% 95.0 95.5 99.0 99.5 99.7

Z values 1.96 2.00 2.58 2.76 3.00

A mobile phone producer has been concerned about the number of defective mobile phones found recently. In order to evaluate the true magnitude of the problem, a production manager selected 10 random samples (N) of 100 units each (n) for inspection. The number of defective mobile phones found in each sample is as follows:

Sample No

10

No of Defective

13

Step 1, finding the Total no. of defectives = 3+5+2+7+4+1+3+6+13+6 = 50 phones

Based on the above information, develop a pchart with z = 3. Is the process under control? Explain your answer. (10 marks)

2. P =

Total Defective50 (N)(n) 10 (100)

= 0.05

3. p = p 0.05 ( 1 p 0.05 ) n 100

= 0.0218

4. UCL = p 0.05 + z 3 (p 0.0218) = 0.1154 5. LCL = p 0.05 z 3 (p 0.0218) = -0.0154 @0

Sample No.

No of Defectives (#)

Step 6
Fraction Defective (#/n)

1 2 3 4 5 6 7 8 9 10

3 5 2 7 4 1 3 6 13 6

3/100 = 0.03 5/100 = 0.05 2/100 = 0.02 7/100 = 0.07 4/100 = 0.04 1/100 = 0.01 3/100 = 0.03 6/100 = 0.06 13/100 = 0.13 6/100 = 0.06

Fraction Defective

0.1154

LCL

Sample

Is the process under control? Explain your answer. (10 marks) The process is out-of-cotrol because sample No. 9 is above the Upper Control Limit. An investigation should be carried out to find out the assignable causes.

Sample of number 1 2 3 4 5 6 7 8 9 10

Number of detects in Sample 4 3 3 6 1 9 5 12 4 3

(a) N = 10 ; n = 100 ; z = 3 p = Total Defective / N (n) = 50 / 10 (100) = 0.05

UCL = p + p (z) = 0.05 + 0.0218 (3) = 0.1154

UCL = p - p (z) = 0.05 - 0.0218 (3) = - 0.0154

Sample 1 2 3 4 5 6 7 8 9 10

Fraction Defective (F.D) 4/100 = 0.04 3/100 = 0.03 3/100 = 0.03 6/100 = 0.06 1/100 = 0.01 9/100 = 0.09 5/100 = 0.05 12/100 = 0.12 4/100 = 0.04 3/100 = 0.03

Control (P-Chart)

F.D
UCL = 0.1154

p = 0.05

0 1

2 3 4 5 6 7 8 9

10

Sample/LCL

F.D
UCL = 0.1154

p = 0.05

01 2 3 4 5 6 7

8 9

10

Sample/LCL

(b) Conclusion The process of making the bolts is out of control since sample no. 8 is outside the upper control limit. Thus, the quality control department needs to investigate the assignable causes that result in the defect.

Chicago Supply Company manufacturers paper clips and other office products. Although inexpensive, paper clips have provided the firm with a high margin of profitability. Samples of 200 broken are taken. Results are given for the last 15 samples.
Sample Defectives 1 4 2 6 3 3 4 4 5 5 6 3 7 5 8 6 9 2 10 7 11 3 12 2 13 14 14 5 15 7

Construct a control chart based on 99.7% confidence interval (z=3). Is the process in control?

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