1. Quality Management Definitions/Scope of Quality
Tools – For Process/Quality Improvement
ISO 9000

2. Definition of “Quality”
What is Quality?
Quality of Design
What are the Specifications?
Quality of Conformance
Meet Specifications?

3. Hank Kolb
What are the causes of the quality problems on the Greasex Line?
Why was Hank hired?
Is Morganthal really serious about stressing quality?
What should be the responsibility of the Quality Department for Greasex?
What should Hank do?
Should Wayne Simmons be fired?

4. Fishbone diagram for Hank Kolb
Cost-reduction Priorities
Equipment
Personnel
Lack of Maintenance
Lack of Training
Selection
Fill Heads
Inappropriate Modification
Schedule Demands
Greasex Defects
Material
Procedure
Burred Nozzle Heads
Vendor
Specifications
Untested Can Design
Releasing Pressure
Cost-Reduction Priorities
Overfilling
Lack of Process Control

5. Hank Kolb Case
This is a “Quality” Problem, Not Quality’s Problem  It is the Organization’s Problem
Maintaining Quality
actions speak louder than words
red tag / hold until proven good
focus resources on problems
management must set goals initially.
follow-up with good management study of problem  but not just QC Dept!
cultural shift - the entire plant.

6. “Process Improvement Project”
Well Defined Goals
Systematic, but simple tools
Observe the process
Fishbone and flow diagrams – document what is happening.
Identify root causes
Measures – (link to appraisals?)
Pilot projects to test solutions (controlled experimentation)
Reduction of “variation” – fundamental to a 6-sigma approach
Implement  then iterate back to 1.
Involvement
Teams (with needed experts)
All levels of employees involved

7. Process Capability Specification Width Actual “Process Width”
A Simple Ratio:
Specification Width
_________________________________________________________
Actual “Process Width”
Generally, the bigger the better.

8. This is a “one-sided” Capability Index
Process Capability
This is a “one-sided” Capability Index
Concentration on the side which is closest to the specification - closest to being “bad”

9. Can Pressure Capability (Hank Kolb Addition)
Two-sided Specification
Upper Spec = 65 psi
Lower Spec = 55 psi
Observed Pressures
Mean = 60 psi
Std Dev = 1 psi

10. Capability Improvements? Decrease Variation Center Process
Increase Specifications

11. Motorola’s “Six Sigma”
Should have Cpk  2
6s minimum from process center to nearest spec

12. Motorola’s “Six Sigma”
Implies 2 ppB “bad” with no process shift
With 1.5s shift in either direction from center (process will move), implies 3.4 ppm “bad”.

13. Taguchi’s View of Variation
Incremental
Cost of
Variability
High
Zero
Lower
Spec
Target
Upper
Traditional View
Incremental
Cost of
Variability
High
Zero
Lower
Spec
Target
Upper
Taguchi’s View

14. Quality Control Statistics (SPC) use the data you have
estimate distributions
look at capability - is good quality possible

15. Sample Cpk problem:
TN7, Problem 2

16. --process not centered.
TN7, Problem 2 – continued
--process not centered.
If the process were centered the Cpk would be:
(1.01-1)/3(.003) = …
This would be much better.
(1.01-1)/(.003) = 3.333…. Standard Deviations 
Implies a probability of producing a defect of (858 defects per million)
=(1-NORMSDIST(3.333))*2
.99
1.01
1.0
1.002

17. Statistical Process Control X-bar and R-Charts
SPC Demonstration
Capability
SPC simulation

18. TN7, Problem 6

21. ISO 9000 Set of Standards Planning - Control - Documentation History:
US Department of Defense - MIL standards
British Standards Institute - adapts US Mil and adopts in 1950
International Organization for Standardization - adopts British standards in 1987  ISO 9000
In the EC, over 50,000 firms certified (old data)
In the US, Corporate signs: “Certified”

22. QUALITY MANAGEMENT SSP Fittings Corp
Through our ISO 9001 certified quality management system, all aspects of design, production, and testing are documented and certified for our distribution partners and customers.

23. ISO 9000 (cont) Costs - $200K to $500K (???)
ISO 9000 Overview of standards
9001 QA in Design/Development, Production, Installation, and Service
9002 QA in Production and Installation
9003 QA for Final Inspection and Test
9004 Guidelines for implementing
QS Automotive Industry
ISO Environmental

24. Three Forms of ISO Certification
First party: A firm audits itself against ISO standards.
Second party: A customer audits its supplier.
Third party: A "qualified" national or international standards or certifying agency serves as auditor. Website: 22

25. Quality Management Review
Hank Kolb – Scope of the problem
Quality Specs / Costs - Tolerances
Capability
Control Charts/Sampling
Quality Tools
ISO 9000 4