Concept of Quality

Module 1 Quality Control

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Learning Outcomes

After completing this module, you will be able to:

Understand the definition of quality Understand the importance of quality for competitiveness Understand the basic concept of quality management

Module 1: Concept of Quality

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Introduction
KEMET Awarded Certificates of Registration to the Aerospace Quality Standard AS9100
GREENVILLE, S.C., Oct. 1 -- KEMET Corporation (NYSE: KEM) today announced that their Tantalum and Ceramics manufacturing operations have been awarded Certificates of Registration to the Aerospace Quality Standard AS9100. Registration is rapidly becoming a prerequisite for aerospace customers and the certificate will reduce the need for numerous customer audits. "KEMET

is diligently focused on both product quality and customer service," stated Don Aldworth, KEMET's Vice President of Quality. "These certifications clearly demonstrate that we are putting our resources into areas of our operation that are important to our customers and will make doing business with
KEMET even easier for all customers serving the Aerospace industry," continued Aldworth. AS9100 is a set of requirements for quality management systems that include all ISO 9001:2000 requirements expanded to address international aerospace requirements approved by major aerospace companies around the world. Registration is reserved for companies committed to providing excellent customer service, continual improvement, and outstanding product quality. KEMET Corporation (KEM) applies world-class service and quality to deliver industry-leading, highperformance capacitance solutions to its customers around the world. KEMET offers the world's most complete line of surface-mount and through-hole capacitor technologies across tantalum, ceramic, film, aluminum, electrolytic, and paper dielectrics. KEMET's common stock is listed on The New York Stock Exchange under the symbol KEM.

Module 1: Concept of Quality

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What is the definition of quality ?

Who is the customer ?

Why is the customer service important for business ?

Module 1: Concept of Quality

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Quality product !

Poor quality product ? Quality product too ?

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Definitions of Quality
degree of excellence; superiority in kind

Merriam-Webster:

Quality is fitness for use

Juran:

Quality is conformance to requirement

Crosby:

Quality is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs
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ISO 9000:

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Dimensions of Quality
Performance Reliability Durability Serviceability Aesthetics Features Perceived Quality Conformance to standard Will product do the intended job ? How often does the product fail ? How long does the product last ? How easy is it to repair the product ? What does the product look like ? What does the product do ? What is the reputation of the product or company ? Is the product made exactly as the designer made ? 7

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Definition of Quality: revisited

Quality means fitness for use Quality of conformance
How well does the product conform to the specifications required by the design?: -Choice of manufacturing processes -Training of the workers -Supervision of the workers -Motivation of the workers -Quality-assurance procedures that were used

Quality of design
Automobile differences: -Materials used in construction -Specifications of the components -Reliability of drive train components -Reliability of accessories

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Quality is inversely proportional to variability

If the variability in the important characteristics of the product decreases, then the product quality increases

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Quality Improvement

Quality improvement is the reduction of

variability in processes and products.

Alternatively, quality improvement is also seen as waste reduction.

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Quality Engineering Terminology(1)

Quality engineering is the set of

operational, managerial, and engineering activities that a company uses to ensure that the quality characteristics of a product are at the nominal or required levels.

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Quality Engineering Terminology(2)

Quality Characteristics:
Physical - length, weight, voltage, viscosity Sensory - taste, appearance, color Time Orientation - reliability, durability, serviceability

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List the quality characteristics of the gear: 1 2.. 3.. 4.. . Why you named that ?

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List the quality characteristics of the mug: 1 2.. 3.. 4.. . Why you named that ?

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Quality Engineering Terminology(3)

Specifications: Quality characteristics being measured are often compared to standards or specifications.

Desired measure for the quality characteristic

Example: Shaft and bearing Too loose the assembly will wobble causing wear Too tight, and the assembly can not be made, no clearance
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Nominal or target value: Desired value for a quality characteristic

SPECIFICATION

Upper Specification Limit (USL) Lower Specification Limit (LSL) Largest and smallest allowable values

Upper Specification Limit (USL) Lower Specification Limit (LSL)

One-sided The compression strength of a Coke bottle must be greater than a given psi value Two-sided The weight of potato chips in the bag can be between 7.8 and 8.3 ounces 16

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Quality Engineering Terminology(4)

When a component or product does not meet specifications, it is considered to be nonconforming. A nonconforming product is considered defective if it has one or more nonconformities that may seriously affect the safe or effective use of the product.

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A bubble in the paint on the door is noticed Nonconformity yes Defective car - no

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History of Quality Control and Improvement

1970
1970
Quality Assurance System Quality Control Advanced quality planning; statistical process control; cost of quality; involvement of non-production unit

Total Quality Management Quality policy, involvement of all organization unit, supplier, customer; teamwork; performance measurement

1940

1920

Basic quality planning; Inspection process performance Sorting & data; statistical Classification; method Correction

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Statistical Methods for Quality Control and Improvement

Acceptance Sampling

Statistical Method
Statistical Process Control Design of Experiment

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Statistical Process Control

Controllable Inputs X1 X2 Input: raw material, components, sub-assemblies
Measurement Evaluation Monitoring and Control

Process

Y = quality characteristics

Outputs

Products

Z1

Z2

Z3

Uncontrollable Inputs

1. Variations due to assignable cause (tool wear) out of control process 2. Chance variation: random variation in control process
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Design of Experiment

An approach to systematically varying the controllable input factors in the process and determining the effect these factors have on the output product parameter

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Acceptance Sampling

Acceptance sampling is the inspection and

classification of a sample of the product selected at random from a larger batch or lot and the ultimate decision about disposition of the lot. Two types: 1. Outgoing inspection - follows production 2. Incoming inspection - before use in production

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Management Aspects of Quality Improvement

Statistical techniques and other problem solving are the technical basis for quality control and improvement
To be effective these must be implemented within and be part of a management system that is focused on quality improvement

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Identifying customers; Identifying needs; Developing product and services Developing process

Quality Planning

Process control; Quality improvement projects

Quality Control and Improvement

Quality Assurance

Documenting policies, procedures, work instructions; Maintaining document

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Quality Philosophy and Management Strategies

Three important leaders

Emphasis on statistical methods in quality improvement

Emphasis on managerial role in quality implementation Jurans Trilogy: planning-controlJoseph Juran improvement

Introduce Demings 14 points for Edward Deming managing quality

Emphasis on organizational structure Total Quality Control: quality leadership-quality technologyorganization commitment
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Other quality philosophy and management strategies: ISO 9000 is a standard for quality system. The quality system is TQM is a managerial documented, implemented and
framework to accomplish quality improvement. The practices include:
registered for certification. Say what you do, do what you say

-Participation in quality groups -Work culture -Customer focus -Supplier quality improvement -Cross-functional teams concerned with quality

Six Sigma developed by

Motorola. The focus is reducing variability in key product quality characteristics to the level at which failure or defects are extremely unlikely Specification limits are six standard deviations from the mean
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The Link Between Quality and Productivity

Effective quality improvement can be instrumental in increasing productivity and reducing cost.

Improved quality Lower reject; lower production cost Competitive price; increased profit Higher output; reduced input; increasing productivity
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Quality, Market Share, Return on Investment

Features Lower deficiencies

Cost Reduction

Quality Improvement

Price

Share

Cycle Time

Warranty

Waste

Income

Cost

Profit

ROI
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Quality Costs
Prevention Costs Costs associated with efforts in design and manufacturing that are directed toward the prevention of non-conformance Costs associated with measuring, evaluating, or auditing products, components and purchased materials to ensure conformance to the standard Internal Failure Costs Failure Costs External Failure Costs

Appraisal Costs Quality Costs

Costs that are incurred when products, components, materials or services fail to meet quality requirements, and found before shipment to customer
Costs occur when the product does not perform satisfactorily after it is supplied to the customer
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Prevention Costs Quality planning and engineering New product review Product/process design Process control Burn-in Training Quality data acquisition analysis

Appraisal Costs Inspection and test of incoming material Product inspection and test Maintaining accuracy of test equipment

External Failure Costs Scrap Rework Retest Failure analysis Down time Downgrading

Internal Failure Costs Complaint adjustment Returner product or material Warranty charges Liability costs Indirect costs

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Quality Costs Model

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Implementing Quality Improvement

Strategic Management of Quality Almost all successful efforts have been management-driven. Too much emphasis on registration and certification programs (ISO, QS) Insufficient focus on quality planning and design, quality improvement, overemphasis on quality assurance Poor use of available resources
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THANK YOU

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APPENDICES

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Demings 14 Points
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14.

Create constancy of purpose for improvement of product and service Adopt the new philosophy Cease dependence on mass inspection End the practice of awarding business on price tag alone Improve constantly and forever the system of production and service Institute training Institute leadership Drive out fear Break down barriers between staff areas Eliminate slogans, exhortations, and targets for the workforce Eliminate numerical quotas Remove barriers to pride of workmanship Institute a vigorous program of education and retraining Take action to accomplish the transformation
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