1. Quality Management and SQC
Outline Quality Control
Definition of Quality
Commonly Used Terms
TQM
Seven QC tools
Variance reduction
Control Charts

2. Definition of Quality Fitness for use - J.M. Juran
Conformance to requirements - P.B. Crosby
Meets expectations of the customer - A. Feigenbaum
The totality of features and characteristics of a product or service that bear on its ability to satisfy given needs
- ANSI/ASQC

3. Terms Commonly Used Statistical Quality Control TQM
Design of experiments
Control Charts
Deming’s 14 points
ISO 9000 Certification

4. Deming Overall philosophy embodied in 14 points
Promoted employee empowerment
Encouraged worker training
Developed PDCA Cycle
Plan Do
Check
Act
4. Act
1. Plan
3. Check
2. Do

5. TQM Initiated by Feigenbaum, Total Quality Control
Idea reflecting total organizational commitment to quality
Referred to as continuous quality improvement
Total Quality Management today
Buzz-word all over Corporate America

6. TQM Principles Customer defines quality
Top management must lead effort
View quality as a strategic issue
Quality is everyone’s responsibility
Focus on continuous quality improvement
Employees/Management must cooperate to establish quality
Use Statistical quality control methods
Training and education are fundamental to all the above

7. Seven QC Tools Flowcharts - i.e., how a process flows 1 2 3 4 1a yesno 1a

8. Seven QC Tools
Pareto Diagrams - measures the distribution of quality losses
61%
% ERRORS
17%
13% 5% 4%
A B C D E

9. Seven QC Tools Histograms - a graphic summary of dispersion
Suggested Mean
| | | |
Number
Length

10. Seven QC Tools
Scatter Diagrams - depict relationships between paired data
Linear Relationship - possible high r value
| | | |
Number

11. Seven QC Tools Cause and Effect Diagram Product Quality Service
Order Processing System
Customers are
dissatisfied
Order Fulfillment
Distribution System

12. Seven QC Tools Run Charts Control Charts
Run charts are used to detect trends or patterns
Same model as scatter plots
Control Charts
Run charts turn into control charts
One of the single most effective quality control devices for managers and employees

13. Control Chart Periodic tracking of a process Common types
Xbar, R or range, p or percent nonconforming
Elements of a control chart
upper control limit (UCL), the highest value a process should produce
central line (Xbar), the average value of consecutive samples
lower control limit (LCL), the lowest value a process should produce

14. Control Charts - Xbar Shows average outputs of a process UCL Scale
Central line- Xbar
LCL

15. Control Charts - R Shows the uniformity/dispersion of the process UCL
Scale
Central line- Rbar
LCL