1. Quality Control Concepts

2. Outline 1.Introduction 2.Quality Control 3.Quality Assurance 4.Total Quality Management 5.Quality Tools 6.Summary

3. History 1.Ancient time – skill craftsmen, blacksmith, etc 2.1700 – Industrial Revolution 3.1776 – Adam Smith – division of labour 4.1790 – Eli Whitney – Interchangeable parts 5.Henry Ford – car industry in USA

4. The Development 1950 – Productivity 1960 – Productivity + service 1970 - Productivity + service + Financial Control 1980 - Productivity + service + Financial Control + Quality + Technology 1990 - Productivity + service + Financial Control + Quality + Technology + Direction 2002 Productivity + service + Financial Control + Quality + Technology + Direction + Information

5. Productivity Increase output with the same equipment

6. What is Quality? 1.How can we define it? 2.How can we specify it? 3.How can we measure it? 4.How can we manage it?

7. Defining Quality 1.English Dictionary 1.Essential or distinguishing characteristic 2.Good moral, mental or aesthetic characteristic 3.Virtue – degree of goodness or value - Excellence

8. Defining Quality (Cont.) 2.Tradition Conformal to specification 3.British Standard BS 4778 “The totality of features or characteristics of a product or service that bear upon its ability to satisfy a given need” 4.Fitness for use/purpose

9. Defining Quality (Cont.) 5.Conformance to customer requirements 6.Continuously meeting and improving upon the agreed customer requirements “It is the customer that defines Quality”

10. Reliability 1.A quality product may still fail to satisfy a customer’s expectation if it is unreliable. 2.Reliability is the ability of an item to perform a required function under stated conditions for a stated period of time. 3.i.e. long term quality

11. Quality must be consider at all stages in the life cycle, as shown below, of a product. Marketing & Market Research Requirements& Specification Design& Development Procurement Process Planning& Development Production Inspection, testing& Examination Packaging& Storage Sales& Distribution Installation& operation Technical Assistance& Maintenance Disposal

12. Quality Control A system for programming and co- ordination the efforts of various groups to maintain or improve quality at an economical level which allows customer satisfaction. ACTIVITY QUALITY ASSESSOR Input Output Good Bad

13. Pros and Cons of QC Pros: 1.Easy to do 2.Cheap (short term) 3.Manageable Cons: 1.Unreliable, long lead time, big lot sizes 2.Inspector takes the mistakes.

14. Quality Assurance All activities and functions concerned with the attainment of quality. ACTIVITY QUALITY ASSESSOR Input Output Bad Good

15. Pros and Cons QA Pros 1.Easier than QC to find problems 2.Problems identify earlier Cons 1.Need skilled labours 2.High cost

16. Correction Cost

17. Cost of Quality

18. Total Quality “A strategy for improving overall performance and quality competitiveness” 1.Involves every aspect of the business 2.Involves every person 3.Requires total commitment

19. Implementation of Total Quality 1.The need for an overall business strategy 2.Top management commitment 3.Adoption of new values and putting the customer first 4.Improving the quality of work life 5.Involvement, teamwork and people empowerment 6.Effective data driven problem solving 7.Eliminating waste and non-value added activities

20. Elements of Total Quality 1.Meeting customer requirements 2.Striving to do error free work 3.Managing by prevention 4.Measuring the cost of non-quality 5.Never ending improvement (continuous improvement) 6.Education and training

21. Achieving Customer Satisfaction 1.Who are your internal and external customers? 2.What are their actual needs? 3.What are their expectations and measures? 4.Do you have the necessary resources to meet their requirements? 5.How are changes in customer requirements communicated? 6.Do you continuously meet their requirements?

22. Concepts of Quality Control

23. Quality Assurance - Concepts

24. Total Quality - Concepts

25. Tools for Quality Improvement 1.FMEA – Failure modes & Effects Analysis 2.QFD – Quality Function Deployment 3.Capability Studies – tolerance capability of processes 4.Taguchi – minimum change/optimum solution technique 5.Poka Yoke – fool proof devices 6.SPC- statistical process control

27. QFD

28. Capability Studies

29. Example of Poka Yoke Correct Hole Incorrect Hole

30. Example of Poka Yoke (cont.)

32. SPC

33. Summary 1.Quality is continuously meeting and improving upon the agreed customer requirements. 2.Customer defines Quality. 3.Quality Control ACTIVITY QUALITY ASSESSOR Input Output Good Bad

34. Summary (cont.) 4.Quality Assurance 5.TQM is a strategy for improving overall performance and quality competitiveness. ACTIVITY QUALITY ASSESSOR Input Output Bad Good

35. Summary (cont.) 6.Quality Tools: FMEA QFD Capability Studies Taguchi Poka Yoke SPC