1. Quality Control, Total Quality Management, and Quality Standards Prepared by: Ralph Dorsainvil

2. Quality Control Statistical Process Control Control chart zone rules –8 rules

3. Statistical Process Control Control Charts –X bar – average level chart –P – fraction defective –C chart - # of defects per sample –U chart - # of defects per unit (more than one type of defect per subgroup) –R chart - ranges

4. X chart

5. P chart

6. Zones on a Control Chart

7. Zone Rules Test 1: Extreme Points Test 2: Two Out of Three Points in Zone A or Beyond (X bar only) Test 3: Four out of Five Points in Zone B or Beyond (X bar only) Test 4: Runs Above or Below the Centerline

8. Zone Rules (cont’d) Test 5: Linear Trend Identification Test 6: Oscillatory Trend Identification Test 7: Avoidance of Zone C Test (X bar only) Test 8: Run in Zone C Test (X bar only)

9. Examples

10. Total Quality Management Deming Ishikawa Taguchi Juran Tools Used

11. Ishikawa

12. Taguchi Loss Function

13. Juran Quality Trilogy –Quality planning Identify customers and needs –Quality Control –Quality improvement

14. Tools Used 7 Basic Tools –Histograms –Check Sheets –Pareto Diagrams –Graphs –Scatter Diagrams –Cause-and-effect diagrams –Control Charts

15. Pareto Diagram

16. Scatter Diagram

17. Quality Standards ISO Standards Kano models Blue Bird examples (pg.85-103)

18. ISO Standards ISO 9000 and alternatives –9001 – quality assurance in design/development, production, installation and servicing –9002 – quality assurance in production, installation and servicing –9003 – quality assurance in final inspection and test

19. ISO 14000 –Environmental standards Registration Audits –Internal –External Why? –Customer Pressure –Competitive advantage –Improved internal operations

20. Kano Model By Noriako Kano Better customer communication/Feedback 3 classes: Basic, Linear, & Delighter Requirements

21. Kano Model

22. Conclusion Quality Control, Total Quality Management, and Quality Standards are related Many more tools are used

23. Acknowledgements Berger, Roger W., The Certified quality engineer handbook Besterfield, Dale H., Total quality management 2 nd ed. Devor, Richard E., Statistical quality design and control Peach, Robert W., The ISO 9000 handbook 3 rd ed. Rao, Ashok., Total quality management: a cross functional perspective www.ISO.org www.qualityamerica.com www.spcforexcel.com

24. Questions?