DEPARTMENT: Computing and Technology

Statistics

SID: 0926018

Anglia Ruskin University

2. A company manufactures a range of domestic electrical appliances. Particular concern is being expressed about the warranty claims on one particular product. The customer service department provides the following data relating to the claims to the unit/component part of the product that caused the claim:

UNIT/ COMPONENT PART DOOR LOCK MECHANISM CASING POWDER ADDITIVE UNIT SWITCHING MECHANISM ELECTRIC MOTOR STABILIZER ELECTRIC CONTROL UNIT HEATER UNIT PUMP WORK-TOP DRUM TOTAL

NUMBER OF CLAIMS 18442 12842 7562 4120 798 798 652 621 246 142 110 46227

AVERAGE COST OF WORK PER CLAIM 0.80 1.20 1.20 10.20 48.90 2.90 51.90 15.60 8.90 2.70 48.10 N/A

Discuss what criteria are of importance in identifying those units/components parts to examine initially. Carry out a full analysis of the data to identify such units/components.

Unit/compone nt part Door lock mechanism Casing Powder additive unit Switching mechanism Electric motor Stabilizer Electric control unit Heater unit Pump Work-top Drum Total

Claims x Cost(FC) 14753.6 15410.4 9074.4 42024 39022.2 2006.8 33838.8 9687.6 2189.4 383.4 5291 173681.6

% total of claims 39.89 27.78 16.36 8.91 1.73 1.73 1.41 1.34 0.53 0.30 0.23 100

Cumulative % 39.89 67.67 84.03 92.94 94.67 96.4 97.81 99.15 99.68 99.98 100

The above diagram shows the cumulative percentage against the unit part Pareto curve which clearly shows that the door lock mechanisms are the most common unit part with faults or affect on the company. The drum has the lowest affect in this case.

Unit Switching mechanism Electric motor Electric control unit Casing Door lock mechanism Heater unit Power additive unit Drum pump Stabiliser Work-top

% total cost 24.20 22.47 19.48 8.87 8.50 5.58 5.22 3.05 1.26 1.16 0.22

Cumulative % cost 24.20 46.67 66.15 75.02 83.52 89.1 94.32 97.37 98.63 99.79 100

In this case switching mechanism has the most affect in the company which is not the most costly in this case. Wok-top has the lowest effect.

3. The following averages ad ranges are for the lengths of the tubes used in the manufacture of bicycles. The specification is 60mm 0.5mm. The sample Samp Avera Range size is 5.
le No. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 ge 60.41 59.9 60.32 60.05 59.95 59.92 59.80 59.69 59.59 60.46 60.05 60.34 60.01 60.22 59.84 59.81 59.88 59.75 60.32 60.27 0.5 0.4 0.3 0.2 0.3 0.4 0.5 0.4 0.3 0.3 0.2 0.2 0.5 0.4 0.4 0.5 0.1 0.2 0.3 0.4

Grand average =1200.5820=60.029 Average range =

6.820

=0.34

Control limits for range Warning limit = 1.81 x 0.34 = 0.6154 Action limit = 2.36 x 0.34 = 0.8024

Range control chart

RPI RPI =
Total specification tolerance 0.5=1average range

=1.000.34 =2.94

For sample of 5 2.5 to 3.5 it is med RPI, so we use control limits (low or medium Control limit for average 60.029 60.029

(0.38 x 0.34) = 60.1582 & 59.8998 (0.59 x 0.34) = 60.2296 & 59.8284

Average control chart

Interpretation The process is out of control, because there is a point in 20 outside the warning limits (sample 14) and more seriously sample 1, 3, 10, 12, 19, and 20 are outside the action limit. Furthermore, there are seven points moving downwards which shows a falling trend indicating a process problem.

4. THE STEPS THAT MUST BE TAKEN TO ENSURE A SUCESSESSFUL ACCREDITATION I. Inspect the company facilities in research and development, purchased supplies, production and the quality systems. Identify if the research and development are adequately equipped. Recognising if a record of design calculations is kept and a common method is used. Find out if design reviews are carried out and how its done and if not, identify if the customer carries out a design review. Identify the use of prototype testing and recognising if it is properly organised. If not find out if the customer carries out this function. Investigate if untested products are released for sale. Know if vendor appraisal is carried out on the suppliers. Find out vendor rating and how effective it is. Know if the receiving from purchased supplies is properly controlled. In production know if the workshops are well planned, maintained and equipped. Demand to see capability studies on a machine chosen by you. Investigate if the safety precautions are adequate and observed. Review the packaging of the finish product.
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Examine quality control charts and records for inconsistencies and completeness. Select a batch and check that all the paperwork is correct and complete. Speak to inspectors and operators. Identify if they appear to be properly trained, competent and co-operative; recognise if they can detect defective piece of work. Investigate if test done is effective and adequately equipped.
I.

II.

III.

Review the quality control in design, manufacture and support service of the company. The company must satisfy the customer with the product or service they provide. The design of the product must be good even if the manufacturing is good, it cannot correct a poor design. To have a good design take into account the durability, reliability, maintainability and reproducibility. One way of improving the quality of designs from all aspect is to create a product or task team; this should improve designs. Design control. Make a plan which identifies who is responsible for each design and make updates as the design evolves. The design requirements must be documented and include: identification of hazards, safety requirement, product, and statutory requirements. All design changes and modifications must be subject to a proper procedure and appropriate approval. New designs must be issued to all necessary locations; documents no longer in use must be promptly removed, but must be retained to show the effectiveness of the system. Quality management systems improve quality by focusing on customer satisfaction. Quality management principles include customer focus, leadership, and involvement of people, process approach and system approach to management. Continuous improvement must be a permanent objective of the company.

Factual decision-making: decision must be made on the basis of facts and data. V. Quality policy: top management establish the ability to compete on quality, fulfil customer requirements and continuously improve performance, framework for policy review. VI. Documentation: all documents that relate to quality must be controlled to show: approved prior to use, reviewed when required, change identified, legible and identifiable, prevent use of obsolete document. VII. Human resources: The persons that work in the company that affects product quality should be competent on the basis of education, training, skills and experience. The company should determine the necessary competence of people affecting quality, provide training to satisfy these needs, evaluate effectiveness of the actions taken, ensure personnel are aware of the importance of training, and maintain records of training. The organisation will provide and maintain the infrastructure needed to maintain quality. VIII.Product realisation: the product realisation process must comply with the quality policy. IX. Auditing: the company should carry out internal audits to ensure quality system operates as planned and is effective in meeting its objectives; a properly qualified person must carry it out and the person must not audit his or her own work.
IV.