Main Learning outcomes: Gain understanding on a way of initiating quality management by observing a case study. Differentiate the meaning of quality characteristics (of finished products) versus quality factors during processing.

Case studies : starting Quality Assurance from scratch QUALITY ASSURANCE FOR AN INTERNATIONAL WINE PRODUCER J. Boutaris & Sons, S.A. is a major wine producer in Greece with annual sales of about $40 million. The company operates two major wineries and three smaller local wineries, producing 20 different wines and the traditional Greek ouzo. Thirty percent are exported around the world. As international competition increased in the early 1990s, Boutaris decided to; become more systematic about quality by shaping a more specific quality policy and designing quality control procedures for incoming materials, for its products, and for its bottling and packaging processes. Should be able to identify QA, QC

A pilot study began with an analysis of the entire production process of two representative wines, from gathering grapes to storing the final products.

This analysis resulted in two detailed process flowcharts. 2. Activities were grouped into four categories: operations, inspections, transportation, and storage. This analysis resulted in two detailed process flowcharts.

3. Next, the study team identified quality characteristics of the final products and the key quality factors at intermediate steps of the production process, which were classified in a four-level hierarchy; HOT question: (a) what is the difference between “characteristics” and “factors”? (b) Why characteristics of final products but factors at intermediate Steps of the production process?

Processes Finished product Identify characteristics (of finished product) and then quality factors (that can be used to control quality: : Raw materials If finished product is peanut? Processes Finished product

Processes Finished product Identify characteristics (of finished product) and then quality factors (that can be used to control quality: : Raw materials If finished product is wine? Processes Finished product

At the first level, they defined three categories: content (wine), bottling (materials and processes), and packaging. (b) At the second level, they classified quality characteristics of the final product according to the three categories of the first level. At the third level, materials supplied by external suppliers and production processes were considered. Finally, at the fourth level (most detail), all quality factors for every material and production process of the previous level, as well as the inspection points on the flowchart at which every quality factor may be controlled were recorded.

Wine quality characteristics hierarchy (Identified First level) Content (of wine) Identity Characteristics Bottling process (of materials) (of materials & processes) Packaging

Peanuts quality characteristics hierarchy (Identified First level) Content (of raw nuts) Identity Characteristics Frying process (of materials) (of materials & processes) Packaging

3 categories of first level (content, bottling and packaging) dictate 3rd 3rd 1st 2nd 2nd 3rd 3rd 1st 2nd 2nd 3rd 3rd 3 categories of first level (content, bottling and packaging) dictate Quality characteristics of final product

W750 Content Identity White wine Dry Non-sparkling Table win Blended (4 grapes varieties) Alcohol (11.3 -12 % vol) Characteristics Appearance Aroma Flavor Balance Conservability Hygiene Bottling

W750 Bottling Identity Bottle: white burgundy (0.75 lit) Cork stopper: natural 38x24E Capsule: plastic P31. 255LG Labels: Paper, front/ back Characteristics Safety of use Ease of use Legality Hermeticity Conservability Aesthetics Uniformity PackagingP

W750 Packaging Identity Box: carton 12x0.75L Pallet: wooden Characteristics Ease of use Legality Aesthetics

Bottling characteristics Safety of use Ease of use Legality Hermeticity Conservability Aesthetics Uniformity 3rd Critical quality characteristic identified

To obtain hermeticity, control materials and processes The third and fourth levels for a single quality characteristic (hermeticity – the tightness of the seal). How to control? 3rd 4th 4th To obtain hermeticity, control materials and processes (Prof: how to control???). Use specifications.

international standards (which country to export to?), Controllable quality factors in materials and processes that affect the product quality characteristic can be predicted. For each of the two pilot products, more than 200 factors were identified (way too many). After these quality characteristics were identified, the team established; quantitative or qualitative specifications based on current company practice, quality goals, international standards (which country to export to?), legislation of the European Economic Community, supplier and internal process capabilities, and accuracy of inspection and measurement methods.

The large number (> 200) of quality factors made it too difficult to develop detailed quality control schemes for all of them. As an alternative, the team classified quality factors into two categories: Procedural and statistical. The first category included all those factors for which deviations from specifications arose from failure to follow established procedures, rather than from random causes – about 20 to 30 factors for the two products. Most of these factors related to the wine-making process, such as the duration of aging and the correspondence between label and actual content. Procedures (SOP) were written and incorporated into the company’s quality manual.

The remaining factors that were attributable to common and special causes. The team evaluated the relative importance of these factors along two dimension: (i) frequency and (ii) economic consequence of nonconformance. They used Pareto analysis to identify the most important factors along these dimensions. As a result, they identified approximately 45 critical factors for control using statistical quality control methods.

http://www.edsoon.com/category/wine-courses/page/4/ It is complex!

The team performed repeated measurements to establish the accuracy of measuring methods, especially for quality factors during the wine-making process, such as total acidity. Random samples from lots of incoming materials were drawn, and all critical quality factors were measured and recorded. Finally, they monitored critical processes, such as filling, closely under controlled conditions for several weeks to measure the process capabilities.

The analysis of the data indicated that in some cases, Specifications were too tight for the process capabilities. After reexamination, some were found to be unnecessarily strict and were relaxed. In some critical cases, specifications were revised to give suppliers the time to improve their quality, with the understanding that they would be gradually tightened to promote continuous improvement.

For critical supplier quality factors, acceptance sampling plans were designed, and control charts were developed for process control characteristics. These procedures were implemented in actual production and receiving processes for a trial period to uncover any problems that might result. Training at all levels of managers and operators was an important part of the implementation process. The company revised nearly all job descriptions to reflect the new roles of employees in quality control and improvement.

Analyze the entire process Determine quality characteristics Summary of main activities: Most important: Analyze the entire process Determine quality characteristics of finished products (consumers’ perspectives) Determine quality factors that ensure attainment of quality characteristics Develop specifications for control Compare current specifications against goals, standards, legal requirements For quality factors that can be controlled via procedural means: develop SOP. Monitor critical processes and review against current specifications: revise if needed. Other less important: Trial period Consideration of Suppliers’ capability Training and job description

So, it is OK to join an organization that has no quality system. You should then, be the one who start the Quality assurance program! This case study provides example of How it could be done, even though You might approach it differently.