Course Outline...Lectures notes adapted from: Powe rPoint presentation to accompany Besterfield, Quality Improvement, 9th edition ... Malcolm Baldrige National Quality Award ... Deming’s

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Chapter 1 Introduction to Quality

University of Hail College of Engineering

ISE 320 - Quality Control and Industrial Statistics

Prof. Mohamed AichouniProf. Mohamed Aichouni

Chapter 1 Introduction to Quality

Lectures notes adapted from: PowerPoint presentation to accompanyBesterfield, Quality Improvement, 9th edition

Course Webpage: faculty.uoh.edu.sa/m.aichouni/ise320-quality/

Lectures notes adapted from: PowerPoint presentation to accompanyBesterfield, Quality Improvement, 9th edition

Course Webpage: faculty.uoh.edu.sa/m.aichouni/ise320-quality/

Course OutlineCourse Outline1. Introduction to quality control and

process improvement. f ff f2. Cost of quality and the effects of

quality on productivity. 3. Concepts of variation. Statistical

process control (SPC tools). 4. Control charts for variables

Quality Improvement, 9eDale H. Besterfield

© 2013, 2008 by Pearson Higher Education, IncUpper Saddle River, New Jersey 07458 • All Rights Reserved

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5. Control charts for attributes (applications in process control).

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Course OutlineCourse Outline

6. Process capability studies. 7 Acceptance sampling7. Acceptance sampling. 8. Case studies in applied quality control



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Learning ObjectivesLearning ObjectivesWhen 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



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Be able to describe FMEA, QFD, ISO 9000, ISO 14000, Benchmarking, TPM, Quality by Design, Products Liability, and IT

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Definitions Definitions Quality• Ratio of the perceptions of

fperformance to expectation.• ASQ—Each person or sector has its

own.• ISO 9000—Degree to which a set of

inherent characteristics fulfills



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requirements.• All of the above.

Quality in different areas of societyQuality in different areas of societyArea Examples

Airlines On-time, comfortable, low-cost service

Health CareCorrect diagnosis, minimum wait time, lower

t itcost, security

Food Services Good product, fast delivery, good environment

Postal Services fast delivery, correct delivery, cost containment

AcademiaProper preparation for future, on-time knowledge delivery

Consumer Products Properly made, defect-free, cost effective

ff i bl



Insurance Payoff on time, reasonable cost

Military Rapid deployment, decreased wages, no graft

Automotive Defect-free

Communications Clearer, faster, cheaper service

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What is Quality?What is Quality? Conformance to specifications (British Defense Industries

Quality Assurance Panel) Conformance to requirements (Philip Crosby)

Fit f (J ) Fitness for purpose or use (Juran) A predictable degree of uniformity and dependability, at low

cost and suited to the market (Edward Deming) Synonymous with customer needs and expectations (R J

Mortiboys) Meeting the (stated) requirements of the customer- now

and in the future (Mike Robinson) The total composite product and service characteristics of



The total composite product and service characteristics ofmarketing, engineering, manufacturing and maintenancethrough which the product and service in use will meet theexpectations by the customer (Armand Feigenbaum)

Definitions (Continued)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.

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Definitions (Continued)Definitions (Continued)Quality Assurance--Planned or systematic

actions necessary to provide adequate confidence that the product or serviceconfidence that the product or service will satisfy given requirements.

Process--Set of interrelated activities that uses specific inputs to produce specific

t t I l d b th i t l d



outputs. Includes both internal and external customers and suppliers.

The Dimensions of QualityThe Dimensions of QualityDIMENSIONDIMENSION MEANINGMEANINGPerformance Primary product characteristicsFeatures Secondary characteristicConformance Meeting specifications or industry standardsReliability Consistency of performance over timeDurability Useful lifeService Resolution of problems and complaintsResponse Human-to-human interfaceAesthetics Senso cha acte istics



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Aesthetics Sensory characteristicsReputation Past performance and other intangibles

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Historical ReviewHistorical 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) Juran (1954



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Juran (1954

Historical Review (Continued)Historical Review (Continued) First Quality Control Circles (1960) 1980sTQM

Statistical Process Control, SPC

Malcolm Baldrige National Quality Award

Taguchi

ISO (1990)



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Via Internet (2000)

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Responsibility for QualityResponsibility for Quality

CustomerCustomer

ServiceService

Packaging andPackaging andStorageStorage

InspectionInspection

DesignDesignEngineeringEngineering

MarketingMarketing

QualityQualityProductProduct

OrOrServiceService



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InspectionInspectionand Testand Test

ProductionProductionProcessProcessDesignDesign

ProcurementProcurement

Responsibility for QualityResponsibility for QualityMarketing Help to evaluate the level of product quality

that a customer wants needsthat a customer wants, needs.. Design Engineering Translate the customer’s requirements into

operating characteristics, exact specifications, and appropriate tolerances

Procurement



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Responsible for procuring quality materials and components

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Responsibility for Quality Responsibility for Quality (Continued)(Continued)

Process Design Develops processes and procedures

that will produce a quality product/servicethat will produce a quality product/serviceProduction Produce quality products and servicesInspection and Test Appraise the quality of purchased and

manufactured items and to report the results



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a u a u d a d o po u

Responsibility for Quality Responsibility for Quality (Continued)(Continued)

Packaging and Storage Preserve and protect the quality of the productInspection and Test Appraise the quality of purchased and

manufactured items and to report the resultsService Fully realizing the intended function of the



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Fully realizing the intended function of the product during its expected life

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Deming’s Cycle for Process ImprovementDeming’s Cycle for Process Improvement

What are we trying toaccomplish?

How will we know that a

AIM

MEASURE

Act

P

Plan

Do

PPlan

DoP

How will we know that achange is an improvement?

MEASURE

What change can we make thatwill result in improvement?

Selecting Change



A D

C

Check

A D

C

Check

A D

C

Quality Improvement ToolsQuality Improvement Tools Set of tools and techniques

used to solve problems and to make improvement toto make improvement to processes.

Examples:Brainstorming, 7 basic quality

t l 7 t l f



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tools, 7 new tools for management and planning, FMEA, QFD, ISO 9000, etc..

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A set of quality tools used for:A set of quality tools used for:

P bl l i dP bl l i d

The 7 basic quality tools

Problem solving and process Problem solving and process improvement improvement when process data are when process data are available.available.

They are: They are: ((11) Flow chart, () Flow chart, (22) ) Check sheet (Check sheet (33) Pareto) Pareto



Check sheet, (Check sheet, (33) Pareto ) Pareto Diagram, (Diagram, (44), Histogram, (), Histogram, (55) ) Fishbone diagram, (Fishbone diagram, (66) ) Scatter Diagram (Scatter Diagram (77) Control ) Control Charts Charts

A set of quality tools used for:A set of quality tools used for:creative process improvementcreative process improvement

The 7 new tools for management and planning

creative process improvement creative process improvement when only verbal data are when only verbal data are available for the improvement available for the improvement team.team.

They are: They are: ((11) Affinity Diagram, ) Affinity Diagram, ((22) Interrelationship diagram) Interrelationship diagram



((22) Interrelationship diagram, ) Interrelationship diagram, ((33) Tree Diagram, () Tree Diagram, (44), Matrix ), Matrix Diagram, (Diagram, (55) PDPC, () PDPC, (66) ) Activity Network diagram(Activity Network diagram(77) ) Prioritization matrixPrioritization matrix

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BBrainstormingrainstorming

Everyone participates Go round robin and only one person

speaks at a time No discussion of ideas There is no such thing as a dumb idea Pass when necessary Use “BIG” yellow sticky notes and

write only 1 idea per sticky noteO i d ib



One person assigned as scribe For a complicated issue, the session

could last 30-45 minutes…or longer!

Quality Function Deployment (QFD)Quality Function Deployment (QFD) Identifies and sets priorities for

process improvement. Multifunction team uses ‘voice 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



increased customer satisfaction.

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QFD (QFD (ContinuedContinued)) Answers the following questions:1. What do customers want?2. Are all wants equally important?3. Will delivering perceived needs yield a

competitive advantage?4. How can we change the product, service, or

process?5. How does a change affect customer perception? 6 How does a change affect technical descriptors?



6. How does a change affect technical descriptors? 7. What is the relationship between parts

deployment, process planning, and production planning?

ISO ISO 9000 9000 (QMS)(QMS) ISO Stands for International Organization for

Standards.fQMS stands for Quality Management System.

The standard, recognized by over 100 countries, is divided into three parts. Fundaments and vocabulary,

Requirements, and



Improvement guidance.

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ISO ISO 9000 9000 ((ContinuedContinued)) Five clauses of the

requirement’s part are: Continual improvementp

Management Responsibility

Resource Management

Product Realization

Measurement, Analysis,



and Improvement

Related to customer requirements and satisfaction.

ISO ISO 14000 14000 (EMS)(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.C l f l



Continual improvement for environmental protection.

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ISO 14000 (Continued)ISO 14000 (Continued) The four sections are:

Environment policy,

Planning, implementation, & operations,

Checking and corrective action,

Management review.



Computers & Quality ControlComputers & Quality Control

Can be programmed to perform complex calculations to control acomplex calculations, to control a process or test, to analyze data, to write reports, and to recall information on command



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Computers & Quality Control Computers & Quality Control ((ContinuedContinued))

Quality functions needs:Data collectionData collectionData analysis and reporting Statistical analysisProcess controlTest and inspection



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System design

Practical case studies will be carried out during the semester

Conclusions

"Quality control truly begins and ends

Lecture Finished

Any Question?

Lecture finished

No

gwith education",

K. Ishikawa (1990). Ask questions

Teachers answers

Yes



Train your self (Google, YouTube, course webpage

End (See you next lecture)

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Thank you

Any Questions ?

Prof. Mohamed Aichouni



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[email protected]

http://faculty.uoh.edu.sa/m.aichouni/ise320-quality

Documents

Course Outline...Lectures notes adapted from: Powe rPoint presentation to accompany Besterfield, Quality Improvement, 9th edition ... Malcolm Baldrige National Quality Award ... Deming’s