2/12/2014

Quality Improvement
(Formerly titled Quality Control 8th Edition)

Chapter 1
Introduction to Quality
PowerPoint presentation to accompany
Besterfield, Quality Improvement, 9th edition

Textbook Outline

Introduction to Quality Improvement

Lean

Six sigma

SPC

Control Charts for Variables

Additional SPC techniques for Variables

Quality Improvement, 9e
Dale H. Besterfield

2
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

2/12/2014

Outline (Continued)

Probability

Control Charts for Attributes

Sampling

Reliability

Management and Planning Tools

Experimental Design

Taguchis Quality Engineering

Quality Improvement, 9e
Dale H. Besterfield

3
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

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.

Be able to describe FMEA, QFD, ISO 9000, ISO
14000, Benchmarking, TPM, Quality by Design,
Products Liability, and IT

Quality Improvement, 9e
Dale H. Besterfield

4
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

2/12/2014

Definitions
Quality
Ratio of the perceptions of performance to
expectation.
ASQEach person or sector has its own.
ISO 9000Degree to which a set of inherent
characteristics fulfills requirements.
All of the above.

Quality Improvement, 9e
Dale H. Besterfield

5
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.



Acceptance Sampling
SPC

Quality Improvement, 9e
Dale H. Besterfield

2013, 2008 by Pearson Higher Education, Inc

Upper Saddle River, New Jersey 07458 All Rights Reserved

2/12/2014

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.

2013, 2008 by Pearson Higher Education, Inc

Upper Saddle River, New Jersey 07458 All Rights Reserved

Quality Improvement, 9e
Dale H. Besterfield

The Dimensions of Quality

DIMENSION

MEANING

Performance

Primary product characteristics

Features

Secondary characteristic (remote control, etc)

Conformance

Meeting specifications or industry standards

Reliability

Consistency of performance over time

Durability

Useful life

Service

Resolution of problems and complaints

Response

Human-to-human interface

Aesthetics

Sensory characteristics

Reputation

Past performance and other intangibles

Quality Improvement, 9e
Dale H. Besterfield

8
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

2/12/2014

Historical Review

Skilled craftsmanship during Middle Ages

Industrial Revolution: rise of inspection

and separate quality departments

Statistical methods at Bell System (1924)

The American Society for Quality (1946)

Deming (1950) - Quality

Quality Improvement, 9e
Dale H. Besterfield

9
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

Historical Review (Continued)

First Quality Control Circles (1960)

1980s

TQM

Statistical Process Control, SPC

Malcolm Baldrige National Quality Award

Taguchi

ISO (1990)

Via Internet (2000)

Quality Improvement, 9e
Dale H. Besterfield

10
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

2/12/2014

Responsibility for Quality

Customer

Marketing

Service
Quality
Product
Or
Service

Packaging and
Storage

Design
Engineering

Inspection
and Test

Procurement

Production

Quality Improvement, 9e
Dale H. Besterfield

Process
Design
11
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

Responsibility for Quality

Marketing

Help to evaluate the level of product quality
that a customer wants, needs..
Design Engineering

Translate the customers requirements into
operating characteristics, exact specifications,
and appropriate tolerances
Procurement

Responsible for procuring quality materials and
components

Quality Improvement, 9e
Dale H. Besterfield

12
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

2/12/2014

Responsibility for Quality

(Continued)
Process Design

Develops processes and procedures
that will produce a quality product/service
Production

Produce quality products and services
Inspection and Test

Appraise the quality of purchased and
manufactured items and to report the results

Quality Improvement, 9e
Dale H. Besterfield

13
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

Responsibility for Quality

(Continued)
Packaging and Storage

Preserve and protect the quality of the product
Inspection and Test

Appraise the quality of purchased and
manufactured items and to report the results

Can sometimes be automated
Service

Fully realizing the intended function of the
product during its expected life
Quality Improvement, 9e
Dale H. Besterfield

14
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

2/12/2014

Quality by Design


Quality by Design is the practice of using a

multidisciplinary team to conduct product or
service conception, design, and production
planning at one time.

The major benefits are faster product

development, shorter time to market, better
quality, less work-in-process, fewer engineering
change orders, and increased productivity

Quality Improvement, 9e
Dale H. Besterfield

2013, 2008 by Pearson Higher Education, Inc

Upper Saddle River, New Jersey 07458 All Rights Reserved

Chief Executive Officer

The highest-ranking executive
officer within a company or
corporation, who has
responsibility for overall
management of its day-to-day
affairs under the supervision of
the board of directors

Quality Improvement, 9e
Dale H. Besterfield

16
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

2/12/2014

Chief Executive Officer

(Continued)

Ultimate responsibility for quality

35% of the time is spent on quality

Quality performances

17
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

Quality Improvement, 9e
Dale H. Besterfield

Products Liability

Consumers are initiating lawsuits in record numbers

as a result of injury, death, and property damage
from faulty product or service design or faulty
workmanship.

Reasons for injuries:

Behavior or knowledge of the user.

Environment where the product is used.

Design and production of the item.

Quality Improvement, 9e
Dale H. Besterfield

2013, 2008 by Pearson Higher Education, Inc

Upper Saddle River, New Jersey 07458 All Rights Reserved

2/12/2014

Homework

Chapter 1, question 2.

Note: You do not need to actually visit one

of the businesses. Do an internet search
and give a synopsis of what you find.

Length: to 1 page

Quality Improvement, 9e
Dale H. Besterfield

19
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

Failure Mode & Effect Analysis

(FMEA)
 Identifies foreseeable failure modes and plans

for elimination.
 Group of activities to:



Recognize and evaluate potential failures,

Identify actions that could eliminate or reduce
them,
Document the process.

 Two types design and process.

Quality Improvement, 9e
Dale H. Besterfield

2013, 2008 by Pearson Higher Education, Inc

Upper Saddle River, New Jersey 07458 All Rights Reserved

10

2/12/2014

Quality Function Deployment (QFD)

 Identifies and sets priorities for process

improvement.
 Multifunction team uses voice of the
customer to achieve results throughout the
organization.
 It reduces start-up costs and design changes
that lead to increased customer satisfaction.

Quality Improvement, 9e
Dale H. Besterfield

2013, 2008 by Pearson Higher Education, Inc

Upper Saddle River, New Jersey 07458 All Rights Reserved

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

2013, 2008 by Pearson Higher Education, Inc

Upper Saddle River, New Jersey 07458 All Rights Reserved

11

2/12/2014

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

2013, 2008 by Pearson Higher Education, Inc

Upper Saddle River, New Jersey 07458 All Rights Reserved

ISO 9000 (QMS)

 ISO Stands for International Organization for

Standards.
 QMS stands for Quality Management System.
 The standard, recognized by over 100
countries, is divided into three parts.




Fundaments and vocabulary,

Requirements, and
Improvement guidance.

Quality Improvement, 9e
Dale H. Besterfield

2013, 2008 by Pearson Higher Education, Inc

Upper Saddle River, New Jersey 07458 All Rights Reserved

12

2/12/2014

ISO 9000 (Continued)

 Five clauses of the requirements part are:

Continual improvement
Management Responsibility
Resource Management
Product Realization
Measurement, Analysis, and Improvement







 Related to customer requirements and

satisfaction.

Quality Improvement, 9e
Dale H. Besterfield

2013, 2008 by Pearson Higher Education, Inc

Upper Saddle River, New Jersey 07458 All Rights Reserved

ISO 14000 (EMS)

International standard for an environmental management system (EMS).

Describes the requirements for registration

and/or self-declaration.

Requirements based on the process--not on

the products or services.

Continual improvement for environmental

protection.

Quality Improvement, 9e
Dale H. Besterfield

2013, 2008 by Pearson Higher Education, Inc

Upper Saddle River, New Jersey 07458 All Rights Reserved

13

2/12/2014

ISO 14000 (Continued)

 The four sections are:





Environment policy,
Planning, implementation, & operations,
Checking and corrective action,
Management review.

Quality Improvement, 9e
Dale H. Besterfield

2013, 2008 by Pearson Higher Education, Inc

Upper Saddle River, New Jersey 07458 All Rights Reserved

Benchmarking
 Benchmarking was developed by Xerox in

1979. The idea is to find another company

that is doing a particular process better than
your company, and then, using that
information to improve the process.
 Constant testing of industrys best practices.

Quality Improvement, 9e
Dale H. Besterfield

2013, 2008 by Pearson Higher Education, Inc

Upper Saddle River, New Jersey 07458 All Rights Reserved

14

2/12/2014

Total Productive Maintenance



Total Productive Maintenance (TPM)is a

technique that utilizes the entire work
force to obtain the optimum use of
equipment.

The technical skills in TPM are: daily

equipment checking, machine inspection,
fine-tuning machinery, lubrication, troubleshooting, and repair.

Quality Improvement, 9e
Dale H. Besterfield

2013, 2008 by Pearson Higher Education, Inc

Upper Saddle River, New Jersey 07458 All Rights Reserved

Information Technology
 Information Technology is defined as

computer technology (either hardware or

software) for processing and storing
information, as well as communications
technology for transmitting information.

Quality Improvement, 9e
Dale H. Besterfield

2013, 2008 by Pearson Higher Education, Inc

Upper Saddle River, New Jersey 07458 All Rights Reserved

15

2/12/2014

Computer Program
 EXCEL has the ability to perform calculations

using Formulas/More Functions/Statistical and

Formulas/Math & Trig Tabs.
 There are EXCEL program files on the website
(www.pearsonhighered.com/besterfield) that
will solve many of the exercises.
 Bill GatesAutomation applied to an inefficient
operation will magnify the inefficiency.

Quality Improvement, 9e
Dale H. Besterfield

2013, 2008 by Pearson Higher Education, Inc

Upper Saddle River, New Jersey 07458 All Rights Reserved

Instructor
The remaining slides are from the 8th
edition.

Quality Improvement, 9e
Dale H. Besterfield

2013, 2008 by Pearson Higher Education, Inc

Upper Saddle River, New Jersey 07458 All Rights Reserved

16

2/12/2014

Computers & Quality Control

Can be programmed to perform
complex calculations, to control a
process or test, to analyze data, to
write reports, and to recall
information on command

Quality Improvement, 9e
Dale H. Besterfield

33
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

Computers & Quality Control

(Continued)
Benefits:

Information is stored in the computer and
transmitted efficiently to remote terminals

Information is provided to employee at the
same time the work assignment is given

Ability to quickly update or change the
information

The probability of fewer errors

Quality Improvement, 9e
Dale H. Besterfield

34
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

17

2/12/2014

Computers & Quality Control

(Continued)
Benefits:

Powerful tool to help in the improvement
of quality

The use of computers in quality is as
effective as the people who create the
total system

Quality Improvement, 9e
Dale H. Besterfield

35
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

Computers & Quality Control

(Continued)
Quality functions needs:

Data collection

Data analysis and reporting

Statistical analysis

Process control

Test and inspection

System design

Quality Improvement, 9e
Dale H. Besterfield

36
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

18

2/12/2014

Computers & Quality Control

(Continued)
Data collection:

The decision as to how much data to collect
and analyze is based on the reports to be
issued, the processes to be controlled, the
records to be retained, and the nature of
the quality improvement program

Quality Improvement, 9e
Dale H. Besterfield

37
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

Computer & Quality Control

(Continued)
Data collection contd.:

Computers are well suited for the collection of data

Faster data transmission, fewer errors, and lower
collection costs can be achieved

Multiple sources of data can be used

Identifiers are necessary for data analysis, report
preparation, and record traceability

Quality Improvement, 9e
Dale H. Besterfield

38
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

19

2/12/2014

Computers & Quality Control

(Continued)
Data analysis and reporting:

Quality info is stored in the computer for retrieval
at a future time, analyzed, reduced, and
disseminated in the form of a report

The analysis, reduction, and reporting are
programmed to occur automatically in the system

Quality Improvement, 9e
Dale H. Besterfield

39
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

Computers & Quality Control

(Continued)
Data analysis and reporting contd.:

Data can be easily summarized

Data can be analyzed as they are being
accumulated and corrective actions are taken
in real time

Analysis of data using tools such as: Pareto,
Histogram, Software programs (Excel), Charts
are made easier

Quality Improvement, 9e
Dale H. Besterfield

40
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

20

2/12/2014

Computers & Quality Control

(Continued)
Statistical analysis:

Use of Statistical packages

The quality engineer can specify a
particular sequence of statistical
calculation to use for a given set of
conditions

Time is saved and the calculations are
error-free

Quality Improvement, 9e
Dale H. Besterfield

41
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

Computers & Quality Control

(Continued)
Statistical analysis

Benefits:

No more time-consuming manual
calculations

One-time problem

Process control

Quality Improvement, 9e
Dale H. Besterfield

42
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

21

2/12/2014

Computers & Quality Control

(Continued)
Process control:

Computer programs control the sequence of
events performed during a process cycle

Keep the measurement and control of critical
variables on target with minimum variation and
within acceptable control limits

Quality Improvement, 9e
Dale H. Besterfield

43
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

Computers & Quality Control

(Continued)
Process control contd.:

Computer numerically controlled (CNC)
machines, robots, and automatic storage
and retrieval systems (ASRS)
Benefits:
Constant product quality
More uniform startup and
shutdown

Quality Improvement, 9e
Dale H. Besterfield

44
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

22

2/12/2014

Computers & Quality Control

(Continued)
Process control contd.:

Benefits contd.:

High productivity (less employees)

Safer operation for personnel and
equipment

Quality Improvement, 9e
Dale H. Besterfield

45
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

Computers & Quality Control

(Continued)
Test and Inspection:

Automated test systems can be
programmed to perform a complete
quality audit of a product

Disadvantage:
High cost of the equipment

Quality Improvement, 9e
Dale H. Besterfield

46
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

23

2/12/2014

Computers & Quality Control

(Continued)
Test and Inspection:

Advantages:

Improve test quality

Lower operating cost

Better report preparation

Improve precision

Automatic calibration

Malfunction diagnostics

Quality Improvement, 9e
Dale H. Besterfield

47
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

Computers & Quality Control

(Continued)
System Design:

The integration of the diverse quality
function with other activities requires an
extremely sophisticated system design

Expert systems are computer programs
that capture the knowledge of experts as
a set of rules and relationships used for
such applications as problem diagnosis

Quality Improvement, 9e
Dale H. Besterfield

48
2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 All Rights Reserved

24