QC QA Concept

8/8/2019 QC QA Concept

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QA & RE

CHEG 460

Lecture I & II

Quality Assurance &Reliability Engineering

UOB Feb 2006

Khalid A Saleh

Quality Assurance & ReliabilityEngineering

UOB

Feb 06


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Copy right (c) Khalid Saleh Feb 2006 3

Quality

Oxford Dictionary The degree of excellence

ISO 9000 Degree to which a set of inherent characteristics fulfils

requirements. Crosby

Conformance to specification Juran

Fitness for use

Japanese Industrial Standards (JIS) Totality of proper characteristics of performance which arethe objects of estimation to determine whether a product orservice satisfies the purpose of use or not.


1. Reliability 2. Durability

3. Safety 4. Timeliness

5. Accuracy of Facts 6. Responsiveness

7. Courtesy 8. Informative

9. Availability 10. Simple to Understand

11. Efficiency 12. Readiness to Assist

13. Integrity 14. Cleanliness

15. Reasonable Cost 16. Innovative

17. Flexibility 18. Practicality

IMPORTANT QUALITY CHARACTERISTICS OF OUTPUT


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Quality Control (QC) refers to the operational activities put inplace to control the quality of a product or service. These include

such activities as providing clear decisions and directions, constant

supervision by experienced individuals, immediate review of

completed activities for accuracy and completeness, and documenting

all decisions, assumptions, and recommendations. Quality control

procedures should ensure that the work is done correctly the first

time. Essentially, QC is what the project manager does to confirmthat a QA activities are effective and provide feedback upon which

further development of the QA activities can be made.

QUALITY CONTROL


Quality Assurance (QA) refers to the certainty that products andservices meet the requirements for quality. The objective of quality

assurance is the continual improvement of the total delivery process to

enhance quality, productivity, and customer satisfaction. Essentially,

quality assurance describes the process of enforcing quality controlstandards. When quality assurance is well-implemented, progressive

improvement in terms of both reducing errors and omissions and

increasing product usability and performance should be noted. Quality

assurance should function as a "voice" for the customer, a reminder

that the work product is intended for use by a customer.

QUALITY ASSURANCE


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QA / QC

Quality Control refers to the specific activities taken to

confirm that the QA plan is effective.

Quality Assurance is a comprehensive written plan and

activities that documents the progress of a project design

for example from initial planning through final plans.

Quality Management System is....


Quality Control Plan is a comprehensive, well-defined,

written set of procedures and activities aimed at delivering

products that meet or exceed a customer's expectations, as

expressed in contract documents and other published

sources. A quality control plan will identify theorganization or individuals responsible for quality control

and the specific procedures used to ensure delivery of a

quality product. A quality control plan will also detail the

method of accountability and documentation.

QUALITY CONTROL PLAN


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Would you do

business with

this firm?

QUALITY CONTROL PLAN


What is Quality ? (1)

(1) Quality of Product vs. Quality of Process

(2) Quality vs. Cost / Delivery

(3) Forward-Looking Quality vs. Backward-

Looking Quality

(4) Natural Quality vs. Attractive Quality

(5) Initial Quality vs. Chronological Quality

(6) Quality of Planning, Quality of Design,

Quality of Production (Conformance),

Quality of After-Sales Service

Quality First Activities


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Process Control

ProcessInput Output

Good Result

Poor Result Maintain

Analysis of Causes

Countermeasures

Act

Control Point4 M

Quality should be built in during the Process


Quality vs. Cost / Delivery

You can not define Quality withoutconsidering Price or Cost, and Delivery.

Q-C-D = Three Major Business Factors

Q-C-D-S-E = Major Business Factors Q-C-D-S-E = Object of Total Q.C.

Total Q.C. Total Quality Management Top-Down Approach

Bottom-Up Approach


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Forward-Looking Q. vs. Backward-Looking Q

[1]Forward-Looking Q.= Satisfaction Q.*Easy driving *Stability at a high speed

*Deluxe feeling *Comfortable riding

Human Sense Perceptions

[2]Backward-Looking Q.= Dissatisfaction Q.*Defectives *Defects *Flaws*Failures *Scratches

Attractive Quality

Natural Quality


Role of Quality Control

[1]Forward-Looking Q.= Q. of Satisfaction

*Easy driving *Stability at a high speed

*Deluxe feeling *Comfortable riding

Attractive Quality

[2]Backward-Looking Q.=Q. of Dissatisfaction

*Defectives *Defects *Flaws *Failures *Scratches

Natural Quality

Profit Increase of Sales Forward-Looking Q.Decrease of Loss Backward-Looking Q.

Aim of Q.C.


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Initial Q. vs. Chronological Q.

[1] Apparent Quality: Wrappings / Packages

[2] Intrinsic Initial Quality

Initial Q.

Breakdown

Maintenance

LevelofQuality

Longevity of Quality Time

One Year Guarantee

Quality is:

Degrading,

Deteriorating.

Goods become:

Obsolete,

Disadvantageous.

More explanation: Bath-Tal Theory


Q. of Planning, Q. of Design,

Q. of Production, Q. of After-Sales Service

Product Quality (Synergetic Effect)

= Q. of Planning , Q. of Design ,

Q. of Production , Q. of After-Sales Service

Quality Consciousness = Quality First

Quality of Planning Customer Requirements

Quality of Design Upstream Process

Downstream Process

Quality of Production Quality of

After-Sales Service


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VOC to Customer Satisfaction

Customer VOC True Quality CharacteristicsRequirements & Needs

Quality of PlanningConcept

Quality of DesignSubstitute Quality C.

Specification

Fitness for Use Quality of Product

CustomerSatisfaction


What is Quality ? (2)

(1) Personal Quality vs. Social Quality

(2) Diffusion Rate vs. Quality

(3) Lifecycle Quality = Individual Product

From Production to Waste Disposal

Influence / effect on each Party

(4) Relative Quality

Changes in Environment (Needs, etc.)

Quality Values will be changed.

(5) Quality of Order

- Order of Necessity or Inevitability


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Diffusion Rate vs. Quality

Sales

Introduction

Growth

Maturity

Decline Rejuvenation

New Use

New Distribution

Product Innovation

Time

People feel a kind of satisfaction to use the rare product.

Easy-to-use is not placed an importance on the initial stage.

Special Product

Product Lifecycle


Quality of Order

Criteria of Evaluation of Quality = Necessity

Parties concerned:

(1) Distributors

Easy to Load / Unload

Space Factor (Compact or not)

Cost of Transportation(2) Wholesaler

Easy to Stock

Easy to Exhibit

Easy to Transport

(3) Consumers who dont have a Car

Easy to carry by hand


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Taguchis Approach

Dr. Taguchis Definition:Quality is a Loss which a Product assignsto a Society after its shipment.Quality Loss is proportional to the Squares of the

Dispersion from the Target Value.

Quality Loss & Loss Function:

L = k

L = Quality Loss which arises from a Makers

Performance

k = C (Remarks: = Permissible Error , C=MakersCost)


Explanation of Quality through

the Loss Function

M M+M-

C

Quality

Function

M=Target Value

=Permissible Error

UpperLimitofPermissibleError

LowerLimit

ofPermissibleError

Quality Loss is proportional to the Squares of the dispersion from the Target Value.

Quality Characteristic

C = k

Makers

Average

Cost


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Relationship between Cost and Quality

Cost

Shipment

Quality = Social Loss

ProductionSta

rt

Materials

Processing

Administration

Anti-Pollution

Non-Conforming

of ProcessFraction defective

Manufacturer

DistributionS

ector

Consum

ers

Others

Disposer/Rec

ycling

Way of thinking ofQuality Engineering


True & Substitute Q Characteristics

(1) True Quality Characteristics vs.

Substitute Quality Characteristics

- Case of Newsprint Rolls:

The Paper should not tear while

being printed on by a Rotary Press.

- Cause & Effect Diagram- Way of Expressing Quality

(2) Quality is evaluated by the Mean Value

and Dispersion Control of Dispersion

- 4 M (Characteristic Causes)

- Quantification & Standardization


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True Q. Characteristic vs.

Substitute Q. Characteristic

No Tear, while being

printed on by a Roll

Press

Tensile StrengthThickness

The way it rolls

True Quality Characteristic

Selling Point

Numerical Data

Substitute Quality Characteristic


How to express Quality

(1) Determine the Assurance Unit

(2) Determine the Measuring Method

(3) Determine the Relative Importance

of Quality Characteristics

(4) Consensus on the Defects & Flaws (5) Observe Quality Statistically

(6) Quality of Design(Targeted Quality) &

Quality of Conformance (Compatible Q.)


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Expose Latent Defectives

Latent Defectives

Defectives

Quality Control

- Reworked Goods

- Specially Accepted

Goods

- Adjusted GoodsDefectives

Extra Labor

Acceptable Products Easily Damaged in Customers use

Inspection

Go-Straight-Percentage of 95% to 100%

Clear Definition of Defects


Quality of Design & Quality of Conformance

Customer

Requirements

Quality of

Planning

Quality of

Design

Quality of

Production

Targeted Quality Compatible Quality

Quality of

After-Sales Service

Shipment

Cost

Feed Back


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Techniques to Solve Problems (1)

QC 7-Step Problem-Solving Formula(1) Select Topic (Identify Problem)

(2) Understand Situation & Set Target

(3) Plan Activities (Decide Schedule)

(4) Analyze Causes (Decide items to tackle)

(5) Consider & Implement Countermeasures

(Plan how to implement)

(6) Check Results of Countermeasures (Effects)

(7) Standardize / Establish Control & Maintain

(Familiarize people with new methods)



The 7 QC Tools

(1) Cause-and-Effect Diagram

(2) Pareto Diagram

(3) Graphs

(4) Check Sheets

(5) Histogram

(6) Control Charts

(7) Scatter Diagram


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The QC New 7 Tools

(1) Affinity Diagram

(2) Relations Diagram

(3) Tree Diagram

(4) Matrix Diagram

(5) Arrow Diagram(6) Process Decision Program Chart (PDPC)

(7) Matrix Data Analysis Method



The QC Storyline = Presentation for QCC

(1) Introduction: Describe Workplace, etc.

(2) Theme Selection: Identify Problems

(3) Fact Analysis: Current Status of the Problem

(4) Action Plan: A tentative Schedule

(5) Fact Analysis: Identify the Cause

(6) Corrective Action: Eliminate Main Cause

(7) Confirmation of Effect: Effect vs. Target

(8) Lock-in of Effect: Stabilize Conditions

(9) Review of Unsolved Problem

(10) Planning for the Future


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A Problem

=The Gap between the Actual Situation

and the Ideal Situation (Objective)

What is Quality Control ? (7)

What is a Problem ?

Ideal Situation (Objective)

Gap

G > 0G = 0, G < 0 PDCA Cycle

Actual Situation (Status Quo)


Hidden & Already Occurred Problems

Problems to be Created

Problems to be Perceived

Already Occurred

Problems

Hidden

Problems

Top

Middle

&

Staff

Supervisor

&

Worker


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The QC Mindset (Viewpoint)

1. Total Concept

2. Statistical Concept

3. Quality Concept

4. Control & Management Concept

5. Improvement Concept


The QC Mindset

[1] Total Concept:(1) Strengthen the Company Constitution

(2) Total Participative Management

(3) Education & Training(Employee development)

(4) QC Audits (QC Diagnosis)

(5) Respect for Humanity


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The QC Mindset

[2]Statistical Concept:(1) Use of QC Tools:

- QC 7 Tools

- QC New 7 Tools

- Other Statistical Techniques

(2) Dispersion Control:- Pay Attention to Dispersion and

Identify its Causes


The QC Mindset

[3] Quality Concept:

(1) Quality First:

(2) Consumer Orientation

(3) The Next Process is your Customer


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The Next Process is Your Customer

Process Process Process Process

Supplier Manufacturer

Shipment

Retailer Customer

Sustainable Supply Chain

Disposers

ProcessInput Output / Input

Wholesaler

No.1 Process

No.2 Process

No.3 Process

Internal Customer

Recycle


The QC Mindset

[4] Control Concept:

(1) The PDCA Cycle

(2) Management by Fact

(3) Process Control

(4) Standardization

(5) Source Management

(6) Policy Management

(7) Cross-Functional Management


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Three Basic Management Activities

3 Major Management Activities of TQM

[1] Policy Management

[2] Department Management

[3] Cross Functional Management


The QC Mindset

[5] Improvement Concept:

(1) Priority Consciousness

(2) The QC 7 Step Formula

(3) Recurrence Prevention &

Prior Prevention


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Thank you

Total Quality Control,

Japanese style, is a

thought revolution in

Management.

QC begins with

Education and ends with

Education.

Dr. Kaoru Ishikawa

Documents

QC QA Concept