1. Quality Improvement (Formerly titled Quality Control 8th Edition)
Chapter 1
Introduction to Quality
PowerPoint presentation to accompany
Besterfield, Quality Improvement, 9th edition
From the 8th Edition. Mostly removed from 9th Edition

2. Textbook Outline Introduction to Quality Improvement Lean Six sigma
SPC
Control Charts for Variables
Additional SPC techniques for Variables

3. Outline (Continued) Probability Control Charts for Attributes Sampling
Reliability
Management and Planning Tools
Experimental Design
Taguchi’s Quality Engineering

4. 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
First bullet is the important part of this course. Will reference items from the second bullet.

5. Definitions
Quality
Ratio of the perceptions of performance to expectation.
ASQ—Each person or sector has its own.
ISO 9000—Degree to which a set of inherent characteristics fulfills requirements.
All of the above.
Qualitiy = performance/expectations
Quality is based on perception
ISO 9000 describes how a set of characteristics fulfills requirements

6. 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 Control—Use of statistics to control the quality.
Acceptance Sampling
SPC
TQM involves the following;
QC – use of techniques and activities to achieve, sustain, and improve quality
QI - Book includes in above => lives are blurred
SQC – SPC and acceptance sampling

7. 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.
Just definitions

8. The Dimensions of Quality
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

9. 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
Industrial revolution – Split up the production process, have to check the final product
Auto industry a good example

10. 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)
Cheap toy made in Japan used to be a catch phrase
Japan became the standard – 3% failure rate example
SPC developed in the 1950/60s
ISO 9000 updated with customer satisfaction, approval process and improvement
Supplemented with ISO to include environmental concerns and made world wide standard

11. Responsibility for Quality
Customer
Service
Marketing
Quality
Product Or
Service
Packaging and
Storage
Design
Engineering
Inspection
and Test
Procurement
Customer most important. The final say in what quality is required.
All of these are intertwined. Not a completely smooth flow as indicated.
Production
Process
Design

12. Responsibility for Quality
Marketing
Help to evaluate the level of product quality that a customer wants, needs..
Design Engineering
Translate the customer’s requirements into operating characteristics, exact specifications, and appropriate tolerances
Procurement
Responsible for procuring quality materials and components
Marketing – Evaluates what the customer wants/needs/can afford
Spare parts usage can help
Apple has driven the customer since the customer didn’t know what was available
DE – Strives for the simplest, least costly
Determines tolerance
Must factor in safety, repair and MX
Procurement – Concerned with the quality of what they buy

13. Responsibility for Quality (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
Production – The worker needs to know what is expected, an important part of the process
Must be “quality minded”
I and T – does not relieve operations of it’s responsability

14. Responsibility for Quality (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
P and S – Candles in the desert
I and T – Automated can make things simpler but can get pricy
Need to have the capcity

15. 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

16. 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

17. Chief Executive Officer (Continued)
Ultimate responsibility for quality
35% of the time is spent on quality
Quality performances
MBWA

18. 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.
Who is at fault?
Liability waivers (skiing)
Laws – Acceptable hazard (snow/ice)

19. 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: ½ to 1 page

20. 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.

21. 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.

22. QFD (Continued) Answers the following questions:
What do customers want?
Are all wants equally important?
Will delivering perceived needs yield a competitive advantage?
How can we change the product, service, or process?
How does a change affect customer perception?

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

24. 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.

25. ISO 9000 (Continued) Five clauses of the requirement’s part are:
Continual improvement
Management Responsibility
Resource Management
Product Realization
Measurement, Analysis, and Improvement
Related to customer requirements and satisfaction.

26. ISO (EMS)
International standard for an environ-mental 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.

27. ISO 14000 (Continued) The four sections are: Environment policy,
Planning, implementation, & operations,
Checking and corrective action,
Management review.

28. Benchmarking
Benchmarking was developed by Xerox in 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 industry’s best practices.

29. 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, trouble-shooting, and repair.

30. 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.

31. 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 ( that will solve many of the exercises.
Bill Gates—Automation applied to an inefficient operation will magnify the inefficiency.
To the instructor:
The remaining slides were used in the 8th edition. You may wish to include: them in your presentation.

32. Instructor
The remaining slides are from the 8th edition.

33. 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

34. Computers & Quality Control (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

35. Computers & Quality Control (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

36. Computers & Quality Control (Continued)
Quality functions needs:
Data collection
Data analysis and reporting
Statistical analysis
Process control
Test and inspection
System design

37. Computers & Quality Control (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

38. Computer & Quality Control (Continued)
Data collection cont’d.:
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

39. Computers & Quality Control (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

40. Computers & Quality Control (Continued)
Data analysis and reporting cont’d.:
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

41. Computers & Quality Control (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

42. Computers & Quality Control (Continued)
Statistical analysis
Benefits:
No more time-consuming manual calculations
One-time problem
Process control

43. Computers & Quality Control (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

44. Computers & Quality Control (Continued)
Process control cont’d.:
Computer numerically controlled (CNC) machines, robots, and automatic storage and retrieval systems (ASRS)
Benefits:
Constant product quality
More uniform startup and shutdown

45. Computers & Quality Control (Continued)
Process control cont’d.:
Benefits cont’d.:
High productivity (less employees)
Safer operation for personnel and equipment

46. Computers & Quality Control (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

47. Computers & Quality Control (Continued)
Test and Inspection:
Advantages:
Improve test quality
Lower operating cost
Better report preparation
Improve precision
Automatic calibration
Malfunction diagnostics

48. Computers & Quality Control (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