1. Manufacturing and Service Operations
Learning Block 7 Maintenance and Quality

2. Course Agenda Manufacturing and Service Operations Overview
Strategic Decisions in Manufacturing
Manufacturing Planning and Control
Operational Improvement
Performance Metrics
Systems and Technology
Maintenance and Quality

3. Learning Block Agenda Maintenance Service Operations
Types of Maintenance
Total Productive Maintenance
Maintenance Spares
Housekeeping
Manufacturing and Service Quality

4. Description
The maintenance department ensures that the physical plant’s machines, conveyors, and other equipment are functioning properly.
They may have a formal program to prevent breakdowns and failures.
They perform fixes when such problems occur.
They may also conduct housekeeping and maintain the upkeep of the entire property of the facility.
(Page 19)

5. Learning Objectives
Recognize the role and importance of maintenance service operations in helping to ensure equipment availability and reliability
Understand the differences between preventive and corrective maintenance
Analyze the key aspects of housekeeping and cleaning services in a manufacturing environment
Summarize the concept of outsourcing, including how inventory management works with a third party
Differentiate between quality assurance and quality control in operations
(Page 19)

6. Unit 1: Maintenance Service Operations
Equipment breakdowns and failures disrupt manufacturing process flows, create idle worker time, and hinder a company’s ability to meet demand.
Equipment readiness indicates the proportion of time that equipment is functioning and producing goods.
No equipment functions 100% of the time, due to routine maintenance.
Machinery does not always operate at its intended output rate due to wear-and-tear, poor installation, or inadequate setup.

7. The Maintenance Function
The primary goal of maintenance is to plan activities and work tasks to mitigate equipment failure.
Components should be replaced before they break.
Overhauls and equipment cleaning should be done regularly.
Figure 68. Machine failures may be avoided with preventive maintenance.

8. Various Maintenance Functions
Breakdown Repairs
Breakdown repairs are carried out on equipment or machinery that has broken down during the course of normal operation
Overhaul
Repairing and maintaining a piece of equipment or machinery to restore it to working condition
Rebuild
Restoring a piece of equipment to working condition after it has reached the end of its working life or after it has been damaged
Service
Routine operations to keep equipment functioning effectively
Modification
Small adjustments, changes, or additions to a piece of equipment to improve output
Inspection
A physical examination or review to assess equipment functionality and performance
May encompass a range of activities, including taking measurements or performing tests
Replacements
Changing out a piece of equipment or its components when it has reached the end of its useful life

9. Unit 2: Types of Maintenance
Maintenance actions can be defined in two categories: preventive and corrective maintenance.
Preventive maintenance is performed based on a predetermined schedule to prevent sudden equipment failure.
Corrective maintenance is performed to troubleshoot, isolate, and repair a defect or fault in response to equipment breakdown or failure.

10. Preventive Maintenance Tasks
There are three basic types of preventive maintenance:
Scheduled inspections are used to detect potential failures and may result in the recall or repair of an item that does not meet required standards.
Scheduled rework restores the functionality of worn items that develop a greater probability of failure towards the end of their lifespan.
Scheduled discard takes place once an item has reach its life limit, or its predetermined lifespan. Life limits may be established due to either safety or economic concerns.

11. Services and Lubrication
Most equipment requires regularly scheduled servicing and lubrication to maintain satisfactory operations.
Usually done at fixed time intervals
Servicing tasks, such as checking air pressure or fluid levels, are considered on-condition maintenance tasks.
Figure 69. Lubrication. Developed by LINCS in Supply Chain Management Consortium.

12. Equipment and Machinery Failure
Machinery experiences functional failure due to either a total breakdown or an inability to meet specified performance.
A product’s performance specifications and capabilities must first be defined.
Once specifications are identified, physical conditions can be identified that suggest imminent failure.

13. Consequences of Failure
Maintenance needs are dictated not by the frequency of failure but by the nature of its consequences.
Types of Consequences
Maintenance Objective
Safety
Possible danger to workers
Scheduled maintenance is essential to reduce the risk of failure to an acceptable level.
Operational Economic losses (product output, repair costs)
Scheduled maintenance is desirable if it costs less than the cost it prevents.
Non-operational Normally involving only repair costs
Hidden failure Involves failures that have no direct impact but expose equipment and machinery to likely failures
Scheduled maintenance is required to ensure the level of availability of the function necessary to avoid exposure to multiple failures.

14. Unit 3: Total Productive Maintenance
Total Productive Maintenance (TPM) ensures that machinery operates as intended without failure by keeping it in like-new condition.
TPM is a major element of lean manufacturing.
TPM increases overall equipment effectiveness.

15. Elements of TPM Pillar Goals Who What Increase Equipment Effectiveness
Zero defects
Zero failures
Production and maintenance teams
Identify losses
Set machine operational effectiveness targets
Root cause analysis and correction
Establish optimal equipment conditions
Autonomous Maintenance
Operator understanding
Operator care and ownership
Operator teams
Initial cleaning
Lubrication
Conduct general inspections
Planned Maintenance
More efficient, cost-effective maintenance
Maintenance teams
Daily and periodic inspections
Predictive maintenance
Lengthen equipment life
Spare parts control
Breakdown analysis
Lubrication control
Maintenance and Operator Skill Training
Higher skill levels for operators and maintenance workers
Operators
Maintenance workers
Maintenance fundamentals
Predictive technology
Repair skills
Troubleshooting and diagnosis
Maintenance Prevention During Design
More reliable equipment is easier to maintain
Production design
Maintenance staff
Design goals, rules, and specifications
Design reviews

16. Equipment Installation and Upgrade Services
Machinery ages over time and eventually needs to be replaced.
Parts of the manufacturing process may be shut down to accommodate the removal of existing equipment and installation of new equipment.
Figure 72. Equipment installation. Developed by LINCS in Supply Chain Management Consortium.

17. Unit 4: Maintenance Spares
Maintenance spares are spare parts and subassemblies necessary for keeping the operation reliable and safe.
Usage Materials
These materials are used on a regular basis; typical examples are fasteners, cleaning materials, lubrication materials, and other consumables.
Schedule Spares
These spares are typically used whenever a planned maintenance task is performed; they could include internal machine parts and roller bearings on conveyors.
Project Materials
These are used for a planned project, and could include internal parts to rebuild a machine to a significant extent.
Breakdown Spares
These are used when breakdowns occur to replace broken or non-functioning parts.
Insurance Spares
These spares are used to protect against natural disasters; they could consist of an entire machine or set of machines to enable manufacturing to continue.

18. Unit 5: Housekeeping
Housekeeping ensures that the workplace is kept neat, organized, and clean.
Examples of housekeeping in an industrial context:
Providing adequate workspace
Adequate storage arrangements close to workstations
Sufficient clearance around machinery for worker mobility
Effective housekeeping can reduce or eliminate workplace dangers.

19. Unit 6: Manufacturing and Service Quality
Quality Assurance vs. Quality Control
Quality assurance consists of the systematic management activities that take place to help achieve product and service requirements.
Quality control is an evaluation of a product or service that indicates if the desired results were achieved.
Manufacturing plants typically have quality control inspection points where products can be subjected to in-process inspections.

20. Summary
The primary goal of maintenance is to plan activities and work tasks to mitigate equipment failure.
Maintenance operations focus on maintaining equipment readiness to facilitate smooth and efficient operations.
There are two types of maintenance: preventive and corrective maintenance.
Maintenance needs are dictated not by the frequency of failure but by the nature of its consequences.
Total Productive Maintenance, as a part of lean manufacturing, focuses on eliminating equipment failures that interrupt the flow of operations.

21. Optional Supplemental Resources
The optional supplemental resources listed below may be used to reinforce the content covered within this learning block.
Davis, M., & Heineke, J. (2005) Operations Management: Integrating Manufacturing and Services (5th ed.). Waltham, MA: McGraw-Hill.
Sanders, N., (2014). The Definitive Guide to Manufacturing and Service Operations (3rd ed.). Upper Saddle River, NJ: Pearson.

22. Practice Questions
What is the primary goal of the maintenance function?
Plan activities and work tasks to mitigate equipment failure
Retain and restore equipment to a specified condition to achieve its minimum useful life
Retain and restore equipment to an unspecified condition to achieve its maximum useful life
Destroy equipment once it has reached its maximum useful life
Which choice best defines preventive maintenance?
Routine maintenance to guarantee that equipment will break down
Maintenance of equipment after a failure
Ignoring maintenance requirements so that equipment will fail
Predetermined, scheduled work to prevent a sudden failure

23. Practice Questions 3. A functional failure is defined as:
The ability of an item to meet a specified performance standard
The inability of an item to meet a specified performance standard
The inability of an item to meet an unspecified performance standard
The ability of an item to meet an unspecified performance standard 
4. Scheduled inspections are also called:
Run-to-failure maintenance
Outsourced maintenance
On-condition maintenance
Supplier-managed maintenance

24. Practice Questions
5. The total preventive maintenance (TPM) discipline is aimed at:
Ensuring that equipment is kept in like-new condition so that it rarely breaks down
Ensuring that equipment is only in new condition so the machinery never breaks down
Ensuring that equipment is only maintained by maintenance personnel so the machinery rarely breaks down
Eliminating the need for maintenance personnel to be involved in maintaining the equipment
6. Which choice best defines corrective maintenance?
Planned maintenance
Perform in response to a machine breakdown or failure
Maintenance prevention during machine design
Maintenance and operator skill training 

25. Practice Questions 7. Which choice best defines maintenance spares?
Items that are consumed in the production process to make products
Items used to ensure that the plant and equipment are kept in a reliable and safe condition
Utility backup systems such as generators
Part-time maintenance department employees
8. Insurance spares are kept in inventory to protect against:
Production schedule fluctuations
Natural disasters, to enable the continuation of manufacturing
Maintenance operation changeovers
Schedule slippage

26. Practice Questions 9. Housekeeping is defined as:
The procurement of adequate workspace and utilities around workstations
Scheduling the production equipment in plants
The elimination of the need to keep the workplace clean and tidy
The process of ensuring the workplace is kept organized, clean, and neat
10. The maintenance process of making a small adjustment, change, or addition to a machine to improve its operational output is called:
Breakdown repair
Modification
Inspection
Overhaul