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Improvement
(Formerly titled Quality Control 8th
Edition)
Chapter 1
Introduction to
Quality
PowerPoint presentation
to accompany
Besterfield, Quality Improvement, 9th
edition
Quality Improvement, 9e
Dale H. Besterfield
Learning Objectives
When you have completed this chapter you
should be able to:
Define quality, quality control, quality
improvement, statistical quality control,
quality assurance, and process, and
dimensions of quality
Be able to describe FMEA, QFD, ISO 9000,
ISO 14000, Benchmarking, TPM, Quality by
Design, Products Liability, and IT
Be able to describe the evolution of quality,
responsibility for quality and the role of
computers in quality
Quality Improvement, 9e
Dale H. Besterfield
3
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved
Definitions
Quality
Ratio of the perceptions of performance to expectation
ASQEach person or sector has its own (A subjective term for
which each person or sector has its own definition. In technical
usage, quality can have two meanings:
1. the characteristics of a product or service that bear on its ability
to satisfy stated or implied needs;
Quality Improvement, 9e
Dale H. Besterfield
4
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved
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 ControlUse of statistics to
control the quality
Quality Improvement, 9e
Dale H. Besterfield
Definitions (Continued)
Quality Assurance--Planned or
systematic actions necessary to
provide adequate confidence that the
product or service will satisfy given
requirements.
Process--Set of interrelated activities
that uses specific inputs to produce
specific outputs. Includes both internal
and external customers and suppliers.
Quality Improvement, 9e
Dale H. Besterfield
Quality Improvement, 9e
Dale H. Besterfield
Measured Value
The result of an individuals
measurement of a quantifiable
property
Accuracy
How well a measurement
agrees with an accepted
value
Precision
How well a series of
measurements agree with
each other
Random Errors
Unavoidable errors that are always
present in any measurement.
Impossible to eliminate
VARIABLES.
Quality Improvement, 9e
Dale H. Besterfield
ATTRIBUTES.
Attributes are
characteristics that are
assessed by judgment
and are dichotomous,
i.e. have two states
such as right or wrong,
looks OK or not OK.
Quality Improvement, 9e
Dale H. Besterfield
The seven
tools
Control Chart
*
* *
*
*
*
* *
*
Scatter Plot
Histogram
Quality Improvement, 9e
Dale H. Besterfield
Pareto
Chart
Data Collecting
Ishikawa Chart
Stratification
80%
80%of
of the
the
problems
problems
may
may be
be
attributed
attributed to
to
20%
20%of
of the
the
causes.
causes.
Number of defects
Pareto
Analysis
Off
Smeared Missing Loose Other
centre print
label
Quality Improvement, 9e
Dale H. Besterfield
Cause-and-Effect Diagram
Methods
Materials
Cause
Cause
Cause
Cause
Cause
Environment
Effect
Cause
Cause
People
Cause
Cause
Cause
Cause
Equipment
Exampl
Cause
Control Chart
1020
1010
UCL
1000
990
980
970
0 1 2
LCL
3 4 5 6 7 8 9 10 11 12 13 14 15
Diameter
Run Chart
0.58
0.56
0.54
0.52
0.5
0.48
0.46
0.44
1
10 11 12
Time (Hours)
Quality Improvement, 9e
Dale H. Besterfield
Tracking Improvements
UCL
UCL
UCL
LCL
LCL
LCL
Process centred
and stable
Additional improvements
made to the process
Quality Improvement, 9e
Dale H. Besterfield
Quality Improvement, 9e
Dale H. Besterfield
Process Variation
Process Variability
Variations due to:
Natural Causes:
Temperature variation
Material variation
Customer differences
Operator performance
Must be monitored
Special Causes:
Machine is breaking
Untrained operative
Machine movement
Process has changed
Quality at the
source
Quality Improvement, 9e
Dale H. Besterfield
Quality Improvement, 9e
Dale H. Besterfield
Quality Improvement, 9e
Dale H. Besterfield
21
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved
Quality Improvement, 9e
Dale H. Besterfield
Quality Improvement, 9e
Dale H. Besterfield
QFD
Quality Function Deployment
Customer Driven Product / Process development
A system for translating customer requirements into
Customer
Perceptions
1
Customer
Attributes
Design Characteristics
Absolute Weight
Sales Points
Feasibility
Evaluation
Quality Improvement, 9e
Dale H. Besterfield
attribute weights x
relationship strength
1= weak; 10 = strong
1=easy, 10=difficult
(AW x SP) /
Feasibility
Quality Improvement, 9e
Dale H. Besterfield
Parts
Characteristics
Key Process
Operations
Production
Requirements
Key Process
Operations
Parts
Characteristics
Engineering
Characteristics
Customer
Requirements
Engineering
Characteristics
Quality Improvement, 9e
Dale H. Besterfield
QFD (Continued)
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?
Quality Improvement, 9e
Dale H. Besterfield
QFD (continued)
6. How does a change affect technical
descriptors?
7. What is the relationship between parts
deployment, process planning, and
production planning?
Quality Improvement, 9e
Dale H. Besterfield
House Of Quality
Interrelationship
between
Technical Descriptors
Relationship between
Requirements and
Descriptors
Prioritized
Customer
Requirements
Customer
Requirements
(Voice of the
Customer)
Technical Descriptors
(Voice of the organization)
Prioritized Technical
Descriptors
Quality Improvement, 9e
Dale H. Besterfield
Quality Improvement, 9e
Dale H. Besterfield
QFD Summary
Orderly Way Of Obtaining Information & Presenting It
Shorter Product Development Cycle
Considerably Reduced Start-Up Costs
Fewer Engineering Changes
Reduced Chance Of Oversights During Design
Process
Environment Of Teamwork
Consensus Decisions
Preserves Everything In Writing
Quality Improvement, 9e
Dale H. Besterfield
for Standards.
QMS stands for Quality Management
System.
The standard, recognized by over 100
countries, is divided into three parts.
Quality Improvement, 9e
Dale H. Besterfield
are:
Continual improvement
Management Responsibility
Resource Management
Product Realization
Measurement, Analysis, and Improvement
satisfaction.
Quality Improvement, 9e
Dale H. Besterfield
Quality Improvement, 9e
Dale H. Besterfield
Quality Improvement, 9e
Dale H. Besterfield
Quality Improvement, 9e
Dale H. Besterfield
Environment policy,
Planning, implementation, & operations,
Checking and corrective action,
Management review.
Quality Improvement, 9e
Dale H. Besterfield
Environmental management
ISO 14001 is for environmental
Quality Improvement, 9e
Dale H. Besterfield
Generic standards
ISO 9001 and ISO 14001 are generic
standards.
Generic means that the same
standards can be applied:
to any organization, large or small,
whatever its product or service,
in any sector of activity, and
whether it is a business enterprise, a
public administration, or a
government department.
Quality Improvement, 9e
Dale H. Besterfield
Quality Improvement, 9e
Dale H. Besterfield
Quality Improvement, 9e
Dale H. Besterfield
Quality Improvement, 9e
Dale H. Besterfield
Quality Improvement, 9e
Dale H. Besterfield
Quality Improvement, 9e
Dale H. Besterfield
Quality Improvement, 9e
Dale H. Besterfield
other stakeholders.
Build quality into products and
services from design onwards.
Address environmental concerns of
customers and public, and comply
with government regulations.
Integrate with global economy.
Quality Improvement, 9e
Dale H. Besterfield
chains
Technical support for regulations
Quality Improvement, 9e
Dale H. Besterfield
developing countries
Tools for new economic players
Regional integration
Facilitate rise of services
Quality Improvement, 9e
Dale H. Besterfield
Benchmarking
Benchmarking was developed by Xerox
Quality Improvement, 9e
Dale H. Besterfield
What is Benchmarking
A method for identifying and
Quality Improvement, 9e
Dale H. Besterfield
Why Benchmark
Identify opportunities to improve
performance
Learn from others experiences
Set realistic but ambitious targets
Uncover strengths in ones own
organization
Better prioritize and allocate
resources
Quality Improvement, 9e
Dale H. Besterfield
Quality Improvement, 9e
Dale H. Besterfield
Quality by Design
Quality Improvement, 9e
Dale H. Besterfield
Products Liability
Quality Improvement, 9e
Dale H. Besterfield
Information Technology
Information Technology is defined
Quality Improvement, 9e
Dale H. Besterfield
Computer Program
EXCEL has the ability to perform calculations
Quality Improvement, 9e
Dale H. Besterfield