Chapter 1 (Introduction To Quality)

2/12/2014
Quality Improvement
(Formerly titled Quality Control 8th Edition)
Chapter 1
Introduction to Quality
PowerPoint presentation to accompany
Besterfield, Quality Improvement, 9th edition
Textbook Outline
Introduction to Quality Improvement
Lean
Six sigma
SPC
Control Charts for Variables
Additional SPC techniques for Variables
Quality Improvement, 9e
Dale H. Besterfield
2
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved
2/12/2014
Outline (Continued)
Probability
Control Charts for Attributes
Sampling
Reliability
Management and Planning Tools
Experimental Design
Taguchis Quality Engineering
Dale H. Besterfield
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Learning Objectives
When 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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Definitions
Quality
Ratio of the perceptions of performance to
expectation.
ASQEach person or sector has its own.
ISO 9000Degree to which a set of inherent
characteristics fulfills requirements.
All of the above.
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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 ControlUse of statistics to control
the quality.

Acceptance Sampling
SPC
Dale H. Besterfield

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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.

Dale H. Besterfield
The Dimensions of Quality

DIMENSION
MEANING
Performance
Primary product characteristics
Features
Secondary characteristic (remote control, etc)
Conformance
Meeting specifications or industry standards
Reliability
Consistency of performance over time
Durability
Useful life
Service
Resolution of problems and complaints
Response
Human-to-human interface
Aesthetics
Sensory characteristics
Reputation
Past performance and other intangibles
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Historical Review
Skilled craftsmanship during Middle Ages
Industrial Revolution: rise of inspection
and separate quality departments

Statistical methods at Bell System (1924)
The American Society for Quality (1946)
Deming (1950) - Quality
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Historical Review (Continued)

First Quality Control Circles (1960)
1980s
TQM
Statistical Process Control, SPC
Malcolm Baldrige National Quality Award
Taguchi
ISO (1990)
Via Internet (2000)
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Responsibility for Quality

Customer
Marketing
Service
Quality
Product
Or
Service
Packaging and
Storage
Design
Engineering
Inspection
and Test
Procurement
Production
Dale H. Besterfield
Process
Design
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Marketing
Help to evaluate the level of product quality
that a customer wants, needs..
Design Engineering
Translate the customers requirements into
operating characteristics, exact specifications,
and appropriate tolerances
Procurement
Responsible for procuring quality materials and
components
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(Continued)
Process Design
Develops processes and procedures
that will produce a quality product/service
Production
Produce quality products and services
Inspection and Test
Appraise the quality of purchased and
manufactured items and to report the results
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(Continued)
Packaging and Storage
Preserve and protect the quality of the product
Inspection and Test
Appraise the quality of purchased and
manufactured items and to report the results
Can sometimes be automated
Service
Fully realizing the intended function of the
product during its expected life
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Quality 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
Dale H. Besterfield

Chief Executive Officer

The 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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Chief Executive Officer

(Continued)
Ultimate responsibility for quality
35% of the time is spent on quality
Quality performances
17
Dale H. Besterfield
Products 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.
Dale H. Besterfield

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Homework
Chapter 1, question 2.
Note: You do not need to actually visit one

of the businesses. Do an internet search
and give a synopsis of what you find.
Length: to 1 page
Dale H. Besterfield
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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 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.
Dale H. Besterfield

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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QFD (continued)
6. How does a change affect technical
descriptors?
7. What is the relationship between parts
deployment, process planning, and
production planning?
Dale H. Besterfield

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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2/12/2014
ISO 9000 (Continued)

Five clauses of the requirements part are:
Continual improvement
Management Responsibility
Resource Management
Product Realization
Measurement, Analysis, and Improvement

Related to customer requirements and
satisfaction.
Dale H. Besterfield

ISO 14000 (EMS)

International standard for an environmental 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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2/12/2014
ISO 14000 (Continued)

The four sections are:

Environment policy,
Planning, implementation, & operations,
Checking and corrective action,
Management review.
Dale H. Besterfield

Benchmarking
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 industrys best practices.
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Total 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, troubleshooting, and repair.
Dale H. Besterfield

Information 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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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 GatesAutomation applied to an inefficient
operation will magnify the inefficiency.
Dale H. Besterfield

Instructor
The remaining slides are from the 8th
edition.
Dale H. Besterfield

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2/12/2014
Computers & Quality Control

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
Dale H. Besterfield
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(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
information
The probability of fewer errors
Dale H. Besterfield
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(Continued)
Benefits:
Powerful tool to help in the improvement
of quality
The use of computers in quality is as
effective as the people who create the
total system
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(Continued)
Quality functions needs:
Data collection
Data analysis and reporting
Statistical analysis
Process control
Test and inspection
System design
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(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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Computer & Quality Control

(Continued)
Data collection contd.:
Computers are well suited for the collection of data
Faster data transmission, fewer errors, and lower
collection costs can be achieved
Multiple sources of data can be used
Identifiers are necessary for data analysis, report
preparation, and record traceability
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(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
Dale H. Besterfield
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(Continued)
Data analysis and reporting contd.:
Data can be easily summarized
Data can be analyzed as they are being
accumulated and corrective actions are taken
in real time
Analysis of data using tools such as: Pareto,
Histogram, Software programs (Excel), Charts
are made easier
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(Continued)
Statistical analysis:
Use of Statistical packages
The quality engineer can specify a
particular sequence of statistical
calculation to use for a given set of
conditions
Time is saved and the calculations are
error-free
Dale H. Besterfield
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(Continued)
Statistical analysis
Benefits:
No more time-consuming manual
calculations
One-time problem
Process control
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(Continued)
Process control:
Computer programs control the sequence of
events performed during a process cycle
Keep the measurement and control of critical
variables on target with minimum variation and
within acceptable control limits
Dale H. Besterfield
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(Continued)
Process control contd.:
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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(Continued)
Process control contd.:
Benefits contd.:
High productivity (less employees)
Safer operation for personnel and
equipment
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(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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(Continued)
Test and Inspection:
Advantages:
Improve test quality
Lower operating cost
Better report preparation
Improve precision
Automatic calibration
Malfunction diagnostics
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(Continued)
System Design:
The integration of the diverse quality
function with other activities requires an
extremely sophisticated system design
Expert systems are computer programs
that capture the knowledge of experts as
a set of rules and relationships used for
such applications as problem diagnosis
Dale H. Besterfield
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2013, 2008 by Pearson Higher Education, Inc

2013, 2008 by Pearson Higher Education, Inc

The Dimensions of Quality

Primary product characteristics

Secondary characteristic (remote control, etc)

Meeting specifications or industry standards

Consistency of performance over time

Resolution of problems and complaints

Past performance and other intangibles

and separate quality departments

Historical Review (Continued)

Responsibility for Quality

Responsibility for Quality

Responsibility for Quality

Responsibility for Quality

Quality by Design is the practice of using a

The major benefits are faster product

2013, 2008 by Pearson Higher Education, Inc

Chief Executive Officer

Chief Executive Officer

Consumers are initiating lawsuits in record numbers

Reasons for injuries:

2013, 2008 by Pearson Higher Education, Inc

Note: You do not need to actually visit one

Failure Mode & Effect Analysis

Recognize and evaluate potential failures,

Two types design and process.

2013, 2008 by Pearson Higher Education, Inc

Quality Function Deployment (QFD)

2013, 2008 by Pearson Higher Education, Inc

2013, 2008 by Pearson Higher Education, Inc

2013, 2008 by Pearson Higher Education, Inc

ISO 9000 (QMS)

Fundaments and vocabulary,

2013, 2008 by Pearson Higher Education, Inc

ISO 9000 (Continued)

Related to customer requirements and

2013, 2008 by Pearson Higher Education, Inc

ISO 14000 (EMS)

International standard for an environmental management system (EMS).

Describes the requirements for registration

Requirements based on the process--not on

Continual improvement for environmental

2013, 2008 by Pearson Higher Education, Inc

ISO 14000 (Continued)

2013, 2008 by Pearson Higher Education, Inc

1979. The idea is to find another company

2013, 2008 by Pearson Higher Education, Inc

Total Productive Maintenance

Total Productive Maintenance (TPM)is a

The technical skills in TPM are: daily

2013, 2008 by Pearson Higher Education, Inc

computer technology (either hardware or

2013, 2008 by Pearson Higher Education, Inc

using Formulas/More Functions/Statistical and

2013, 2008 by Pearson Higher Education, Inc

2013, 2008 by Pearson Higher Education, Inc

Computers & Quality Control

Computers & Quality Control

Computers & Quality Control

Computers & Quality Control

Computers & Quality Control