Project Quality Management

Dr. M. L. Mittal
Department of Mechanical Engineering
Malaviya National Institute of Technology Jaipur

1
 Quality defined
Fitness for use (Juran)
Eight dimensions of quality a consumer looks
for (Garvin)
Performance, Features, Reliability,
Conformance, Durability, Serviceability,
Aesthetics, and Perceptions
Totality of features and characteristics of a
product or service that bears on its ability to
satisfy given needs (ASQC)

2
 Three Processes
Quality planning
Quality assurance
Quality control

3
 Quality planning
Determine customer’s stated and implied needs
Develop product features that respond to the
customer needs
Identifying which standards are relevant and
how these will be satisfied
Develop metrics to measure quality: failure rate,
availability
Quality checklists

4
 Quality assurance
All those planned or systematic actions
necessary to provide confidence that a
product or service will satisfy given needs
Quality audit: a systematic independent
examination and evaluation to know
whether quality activities are suitable to
achieve the quality objectives
Third party certifications like ISO: 9000

5
 Quality control
Monitoring specific results
Comparison with the standard and
determining whether the difference is
desirable or undesirable
Taking corrective action/s in case of
significant undesirable difference

6
 Total Quality Management
A leadership and management philosophy and
guiding principles stressing continuous
improvement through people involvement and
quantitative methods focusing on total customer
satisfaction
Contribution by quality gurus: Deming, Juran,
Crosby, Feigenbaum, Ishikawa and others
Three major functional components
– Customer focus
– Total involvement
– Continuous improvement

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 Six Sigma
Peter Pande, Robert Neuman and Roland
Cavanagh define six sigma as:
“a comprehensive and flexible system for
achieving, sustaining and maximizing business
success. Six sigma is uniquely driven by close
understanding of customer needs, disciplined
use of facts, data, and statistical analysis and
diligent attention to managing, and reinventing
business processes”

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Six sigma targets for very high quality i.e. 3.4
defects, errors or mistakes per million
opportunities
Use five phase process (DMAIC) for quality
improvement
– Define
– Measure
– Analyze
– Improve
– Control

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 Tools and techniques
Cost of quality
Brainstorming and nominal group technique
(NGT)
Quality function deployment
Seven basis tools
Design of experiments etc.

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 Cost of Quality

Cost of Quality

Cost of achieving good quality Cost associated with poor quality

Prevention cost: Cost of activities Internal failure cost: Cost

specifically designed to prevent poor quality associated with defects found prior to
in the products transfer of products to the customer

Appraisal cost: Cost associated with External failure cost: Cost

measuring or evaluating products to assure associated with defects after the
conformance to quality product is transferred to the customer

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 Quality Cost Trade-off
Traditional view

Total cost of quality

Cost of good quality
(prevention and appraisal)
Cost

Cost of poor quality

(internal and external failure cost

Level of Quality

Minimum total cost at quality level less than 100% 12

Modern view

Total cost of quality

Cost

Cost of good quality

(prevention and appraisal)

Cost of poor quality

(internal and external failure cost

Level of Quality
Minimum total cost at quality level 100% 13
 Brainstorming and NGT
Both are general techniques used for idea
generation and group decision making
Rationale is multiple experts are better than
an individual and would be contributing more
in solving problems
Try to avoid group related problems such as
fear of being criticized
Slight difference in approaches

14
Quality Function Deployment
QFD is a structured method that is intended
to transmit and translate customer
requirements, that is, the Voice of the
Customer through each stage of the
product development and production process,
that is, through the product realization cycle.

These requirements are the collection of

customer needs, including all satisfiers,
exciters/delighters, and dissatisfiers.
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 What QFD does
Determine & prioritize customer needs
Translate customer needs to product design
parameters, part characteristics, process design
requirements
Coordinate efforts and skills of an organization from a
project’s inception to its completion
Ensure customer satisfaction
Avoid manufacturing catastrophe

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The house of quality

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 Cascading houses of quality

Production
Characteristics

Process
Characteristics

Part Production
Characteristics Planning

Technical Process
Requirements Planning

Customer Part
Requirements Design

Product
Planning

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 Seven Basic Quality Tools
Flow Charts
Check Sheet
Histogram
Pareto Diagram
Cause and Effect
Diagram
Scatter Plots
Run Chart and
Control Chart

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 Flow Chart
Graphic representation used to define the
process
Simplifies understanding and analysis of the
process
Highlights information and work flow
Help the project team anticipate what and where
quality problems might occur and thus can
develop approaches for dealing with them

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 Check Sheet
A simple data recording tool
Used to track the frequency of specific
events that occur during a sampling period
Provides data on events and their relative
frequency
Provide an easily understandable
snapshot of a process

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 Check Sheet
(example)
Check sheet for number of defects
Product:_________________
Inspector:________________
Date:___________________

Type of Defect Check Total

Cracks 5
Surface scars 3
Wrong part number 4
Poor paint 7
Other defects 2
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 Histograms
Bar chart that displays the frequency
distribution of one measure or
characteristic of a process
Gives a picture of the population
Provides an easy to understand means of
the variability of data
Develops logical groupings

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 HISTOGRAM

20

15
Frequency

10

0
5 10 15 20 25 30 35 24
 Pareto Diagram
Vertical bar chart that displays the relative
frequency of various categories of a problem or
condition
Based on 80-20 rule
– Vilfredo Pareto (1848-1923), Italian economist, says
80% of the wealth is with 20% of the population
– Juran suggests that 80% of the quality problems are
due to 20% (vital few) of the causes.
Separates “vital few” from the “trivial many”
Provide rank-ordered list of causes and their
relative contributions
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 # of defects from each cause

80

0
20
40
140

60
100
120
Po
o rD
W es
ro ig
ng n
di
(80)
m
en
De sio
f ec ns
tiv

(16)
e
64%

pa
M
77%

r ts
ac
hi
ne
(12)
ca
lib
O r at
pe io
r n s
87%

at
(7)
or
er
ro
De r s
f ec
93%

(4)

tiv

Causes of poor quality

e
m
Su at
r er
fa ia
ce ls
(3)

ab
ra
sio
ns
96% 98%

(3)
0
50
100

Cumulative Percentages
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 Cause and Effect Diagram
Graphic technique used to identify and
relate possible causes with effects
Helps identifying root causes
Help generate ideas
An orderly arrangement of theories
Also called “Fishbone Diagram” due to its
shape

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 Measurement Human Machines

Faulty testing equipment Poor supervision Out of adjustment

Incorrect specifications Lack of concentration Tooling problems

Improper methods Inadequate training Old / worn

Quality
Inaccurate Problem
temperature
control Defective from vendor Poor process
design
Ineffective quality
Not to specifications management
Dust and
Dirt Material- Deficiencies
handling problems in product
design

Environment Materials Process

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 Scatter Diagram

Shows the relationship between two

variables, typically a cause and a effect
Indicates whether or not two variables are
related, if related, then the type of relation
ship
Requires a large number of data points

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 Scatter diagram
Dependent Variable (effect)

Independent Variable (cause)

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 Run Charts
Plotting measurements with respect to
time
Determine patterns of data e.g.
increasing/decreasing, cyclic

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Measurement
Run Chart

Time
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 Control Charts
A visual display of the process
Used to identify statistically significant changes
that may occur in a process
Shows if process is in statistical control
Most frequently used to track repetitive activities
such as manufacturing they can be used in
projects to monitor
– cost and schedule variances
– volume and frequency of scope changes
– errors in project documents etc

33
 Control Chart

UCL
Value of the characteristic

CL

LCL

1 2 3 4 5 6 7 8 9 10
Sample Number
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 Design of Experiments
Purpose of DOE is to determine the
relationship Y=f(X) where Y is an output
variable satisfying a particular quality
characteristic (CTQ) and X’s are input
variables associated the Y
Correlation and regression analysis are the
techniques to be used in conjunction
Reduces time and cost

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Thank You

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