UNIT -1

QUALITY CONCEPTS

Introduction To Quality

Quality is the ability of a product or service

to consistently meet or exceed customer

Expectations.

Quality – What Is It?

“The degree of excellence of a thing”

(Webster’s Dictionary) “The totality of features and characteristics that satisfy needs”

(American Society for Quality Control – ASQ) Fitness for consumer use – meet or exceed customer

expectations

Meaning of Quality Control

Quality of product depends on material, man, machine, and manufacturing conditions. The quality control is a symmetric control of these factor.

Skilled worker will give better quality. Better machines and better material with a good

quality product. Quality is the right attitude to achieve excellence;

producing error free products and services to the customer within time ; and satisfying the requirements and expectations of customers.

The Evolution of QualityIndustrial revolution - smaller jobs, more specialization andless responsibility for the final product

. Early 1900’s - product inspection introduced -Fredrick Winslow Taylor

. 1924 - statistical control charts - W. Shewhart of Bell Laboratories

. 1930, - acceptance sampling - H.F. Dodge & H.G. Roming of Bell Labs

. WWII - statistical methods began to be more widely accepted,especially in statistical sampling techniques. 1950’s - quality assurance, statistical quality control methodsintroduced to the Japanese - W. Edwards Deming- “cost of quality” concepts - Joseph Juran- “total quality control” including product design andmaterials - Armand Feigenbaum. 1960’s - “zero defects” emphasize employee performance - P. Crosby. 1970’s - quality assurance methods throughout the entire process

Dimensions of Quality

1. Performance - characteristics of the product or service

2. Aesthetics - appearance, feel, smell, taste

3. Special features - extra characteristics

4. Conformance - customer’s expectations

5. Safety - risk of injury or harm

6. Reliability - consistency of performance

7. Durability - useful life of the product or service

8. Perception - reputation

9. Service after the sale - handling of complaints, customer satisfaction

Examples Of Quality Dimensions

Dimension

Performance

Aesthetic

Special features

(Product) Automobile

Everything works, fit & finish Ride, handling, grade of materials used

Interior design, soft touch

Gauge/control placement

(Service) Auto Repair

All work done, at agreed price Friendliness, courtesy, Competency, quickness

Clean work/waiting area

Location, call when ready

Convenience

High tech

Safety

Reliability

Cellular phone, CD player

Antilock brakes, airbags

Infrequency of breakdowns

Computer diagnostics

Separate waiting area

Work done correctly,ready when promised

Dimension

Durability

Perceived Quality

Service after

sale

Product) Automobile

Useful life in miles, resistance to rust and corrosion

Top-rated car

Handling of complaints and/or requests for information

(Service)Auto Repair

Work holds up over time

Award-winning servicedepartment

Handling of complaints

Concept change:- Deming’s 14 Points

1-Create constancy of Purpose for improvement of product and service

2 - Adopt the new philosophy

3 - Cease mass inspection

4 - Select a few suppliers

based on quality

5 - Constantly improve system

and workers

6 - Institute worker training

7 - Instill leadership among

supervisors

8 - Eliminate fear among

employees

9 - Eliminate barriers between

departments

10 - Eliminate slogans, targets

11 - Remove numerical quotas

12 - Enhance worker pride

13 - Institute vigorous training &

education programs

14 - Implement these 13 points

Total Quality Management

The new concept of quality is total quality management. It means involvement of all aspect of the firm in satisfying the

customer.

TQM involves:-

i. Customer – supplier relationship based on mutual trust & respect. There must be a beneficial strategy for both.

ii. Firm in house requirements by the customer.

iii. Suppliers are partners in achieving zero defect situation.

iv. Regular monitoring of supplier processes and products by the customer.

Principal objectives of TQM

Organization should have system oriented specific objectives as follows:-

i. Customer focus, customer satisfaction

ii. Continuous improvement of culture of the organization

iii. Focus continuous and cost reduction

iv. Focused, continuous and quality improvement

v. Everyone is working towards making their organization the best business

TQM must include ten dimensional framework:-

1. Quality policy and its communication

2. Team work and participation

3. Problem solving tools and technique

4. Standardization

5. Quality system

6. Quality control and measurement

7. Process control

8. Customer supplier integration

9. Education and training

10. Quality audit and receive

Basics of TQM

TQM focuses on identifying root causes of quality problems and connecting them at the source, as apposed to inspecting the product after it has been made.

The Japanese believe that the best and the most lasting changes comes from gradual improvements.

There are two approaches that can help companies with continuous improvement:-

1. The plan-do-study-act cycle

2. Benchmarking

PDSA Cycle

• It explains the activities a company needs to perform in order to incorporate continuous improvement in its operation.

• It shows that continuous improvement is never-ending process

1. plan: study current situation and make plan based problems. Document all current procedure, collect data, and identify problems.

2. Do: implement plan on trial basis manager should document all changes made and collect data for evaluation.

3. Study: determine if trial is working correctly or it’s achieving the goals.

4. Act: the best way to accomplish this is to communicate the results to other members in the company and then implement the new procedure if it has been successful.

Bench-marking

It is studying the business practices of other companies for purpose of comparisons.

To learn and study how others do things is an important part of continuous improvement.

It does not have to be in same business, as long as it excels at something that the company doing the study wishes to emulate.

TQM provides incentives for employees to identify quality problems and empower all employees to seek out problem and correct them.

TQM differentiates between external and internal customers.

The Deming approach to TQM

Create and publish the aims and purposes of the organization

Learn the new philosophy

Understand the purpose of inspection

Stop awarding business based on price alone

Improve constantly and forever the System

Institute training

Teach and institute leadership

The Deming Philosophy

Drive out fear, create trust, and create a climate for innovation

Optimize the efforts of teams, groups, and staff areas

Eliminate exhortations for the work force

Eliminate numerical quotas for the work force

Eliminate management by objectives

Remove barriers to pride of workmanship

Encourage education and self-improvement for all

Take action to accomplish the transformation.

Kaizen Technique

Kaizen- defines the managements role in continuously encouraging and implementing small improvements in the individual & organization.

Break the complex process into sub-processes and then improve the sub-processes.

Continuous improvements in small increments make the process more efficient ,controllable and adaptable.

Does not rely on more expense, or sophisticated equipment and techniques.

The five main elements of kaizen are:

1. Team work

2. Personal discipline

3. Improved morale

4. Quality circles

5. Suggestion for improvements

Criticisms

1. Safety was being put at risk by aggressive cost cutting.

2. Suppliers refusing to accept orders from Toyota because accusation of death by overwork at Toyota due to unpaid voluntary quality control meeting held after regular work hours.

Quality By Design

Introduction

Product quality is created by design. In such a competitive market, the designer have to keep on improving for higher and higher quality levels.

Product development cycle

i. Customer’s needs assessment through market survey and analysis.

ii. Design specification formulation

iii. Preliminary design of product

iv. Review of design

v. Manufacturing of the prototype and its evaluation

vi. Manufacturing drawing and product specifications preparation

vii. Pilot production run and changes in design

viii. Design release for mass production

Assessment of customer’s needs

The prospective customer are explained variety of features of the product. Information is recorded but if it can leak about the new product then the designer, the marketing organizations and the quality engineers decide the desirable features in that product.

Formulation of design specification

The requirement and expectations of the prospective customers translated in to design specification. It is always advisable to formulate in consultation with the quality engineers. By doing this they knew the technical failing of the previous product and draw back are avoided in the new design . It can be converted in a comprehensive document because it shows demand and expectation of the customer

Preliminary design

The following decision can be taken to overcome the problem

i. Reduction of the required feature

ii. Finding alternative design

iii. Addition of compensatory features

Such decisions involve consultation with quality engineers and the marketing organizations.

General consideration for a good design

1. Appearance

2. Functional efficiency

3. Safety

4. Reliability

5. Maintainability

6. Ease of production

7. Standardization

8. Review of design

Evolution of prototype

It is carried out by a well planned evaluation programme. The evaluation is coordinated by an agency different from the designer to maintain the objectivity of evaluation. Normally the quality manager is assigned the job of prototype evaluation. Production and marketing also associated with evaluation program me. Certain changes may be necessary in the design as a result of evaluation.

Finally , all the features are subjected to confirmatory evaluation to ensure that the shortcomings of the design observed earlier are eliminated. It gives fully satisfaction

Manufacturing drawings

- The drawing reflects the final design which emerged after evaluation studies.

Product satisfaction:- it clearly define all the important characteristics to be achieved and also lay down general guidelines for measurements.

Design changes during production