1. 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.

2. 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

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

4. 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.

5. 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?

6. 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

7. 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

8. 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.

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

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

11. 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

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

13. 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

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

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

16. 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.

17. 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.

18. 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.

19. 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.

20.
It is complex!

21. 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.

22. 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.

23. 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.

24. 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

25. 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.