Subject: Total Quality Management

Course Code: TQM Teacher: Celeste T. Digal

Lesson No.: 7 Section: Tutorial

Quality of Manufacturing Process

Structure
1.0 Objectives
1.1 Process: An Introduction
1.2 Manufacturing Process: An Introduction
1.3 Improving Quality of Manufacturing Process
1.4 Process Improvement Methodologies
1.5 Kaizen: A Continuous Improvement Tool
1.6 Benchmarking
1.7 5 S Approach
1.8 Quality Control through Statistical Techniques
1.9 Stages of Quality Inspection
1.10 Methods of Inspection
1.11 Statistical Process Control (SPC)
1.12 Benefits of Statistical Quality Control
1.13 Managing Quality through Modernisation of Manufacturing Process
1.14 Automation and Robotics
1.15 Advantages of Automation
1.16 Benefits of Quality Control in Manufacturing Process
1.17 Summary
1.18 Keywords
1.19 Self Assessment Questions
1.20 References / Suggested Readings

1.0 Objectives

After going through this lesson, you will be able to:

• Understand the basic concept of process, manufacturing process and quality of

manufacturing process.

• Know the importance of process improvement methodologies.

• Understand the process of statistical process control.

• Know the benefits of modernisation and quality control of production process.

1.1 Process: An Introduction

A process is a sequence of activities that is required to achieve the desired results. A typical

process requires inputs and unique combination of elements, conditions, and environment to

produce a given set of results. Process can be product design, manufacturing, supply chain

management, materials handling, supplier, customer care support etc. The quality management

gurus namely Dr. W. E. Deming and Dr. Joseph Juran have emphasised that maximum of the

problems are process driven and a few are caused by workers themselves. Process management

involves planning and

administering the activities necessary to achieve standard performance in the process.

1.2 Manufacturing Process: An Introduction

Manufacturing is the production of goods or services using valuable resources like

manpower/labour, materials, money, machine tools, chemical and biological

processing, or formulation for the purpose of sale or use. It is the creation and assembly of

components and finished products or services. Manufacturing processes are the steps through

which raw materials are transformed into final product/services. It begins with the planning

phase of the production process. Next phase is the development of the product or service design

and the requirement of the materials for the same. These materials are then modified through

manufacturing processes to become the required part. The transformation process can include

treating such as heating, melting, coating, machining, spraying or reshaping the materials. The

manufacturing process also includes inspection, tests and checks for quality assurance during or

after the manufacturing.

Manufacturing process includes the mechanical or chemical steps used

to create an object, usually repeated to create multiple units of the same item. Generally

involves the use of raw materials, machinery and manpower to create a product.

Figure 1.1: Production Process

Simply, we can say that manufacturing is the process of transforming the raw materials into

finished goods and services with the help of wide range of human activities, energy, time and
with the use of technology. Such finished goods or services may be used by the customers or

may be used for manufacturing of other goods and services. The goods or services may be sold

through wholesalers and retailers. The products or goods can be simple or can be highly

technical products. The complex products are aircraft, x-ray machines, automobiles etc. The

simple products can be household appliances or the products of day-to-day use. In a free market

economy, manufacturing is usually directed toward the mass production of products or services

for sale to consumers at a profit.

The production of process goods usually requires the raw materials to go under the thermal or

chemical process, such as heat, boiling, time, pressure etc. The product typically cannot be

disassembled to its constituent parts. It is very difficult to break down the products into its

ingredients. For example, it is very difficult to convert soap, detergents back into its

ingredients. The term contrasts with discrete manufacturing refers to such products or services

which involves products or services that can be counted and labelled on an individual basis. For

example, the industries like automobiles, equipment, appliances, apparel, toys and electronics

items such as LED, processor, hard disk, washing machine etc.

1.3 Improving Quality of Manufacturing Process

The organisations can improve the manufacturing process in the following manner:

 The first step is to understand the existing production process

 Improve design of products with the features that meet customers’ needs
 Introducing production process changes to achieve organisational objectives which are

usually focused on quality improvement, cost reduction and schedule acceleration

  Try to reduce manufacturing defects (defect reduction) and cycle time

 Try to eliminate the over-inventory or under-inventory problem, materials handling and

transportation problems

 Eliminating scrap, rework problems and focusing on consistent improvements

1.4 Process Improvement Methodologies

Process improvement methodologies are used to identify,

analyze and improve existing processes within an organization to meet new goals and

objectives. There are various tools and techniques like Kaizen, Benchmarking, 5S approach,

DRIVE approach, Inspection, Statistical Quality Control etc.

1.5 Kaizen: A Continuous Improvement Tool

Kaizen is a Japanese word and the meaning is continuous improvement. It's made up of two

words in Japanese: kai, which means 'change,' and 'zen,' which means 'good.'

‘Kaizen’ word was used by Masaaki Imai in his book entitled ‘The Key to Japan’s Competitive

Success’ first time in 1986. Kaizen is the practice of continuous improvement. It is considered

a slow but it is an ongoing process of improvement. It illustrates an organisational culture

where everyone from the top to the bottom is involved in the regular evaluation of his or her

work and sense the ways to improve it.

The concept is that small improvements on a regular basis will head towards the large

improvements over time. One of the most notable features of kaizen is that big results come

from many small changes accumulated with the passage of time. However, this has been
misunderstood to mean that kaizen equals small changes. Today Kaizen is acknowledged

worldwide as an important part of an organization’s long-term competitive strategy. Kaizen

means involvement for improvements. It is continuous improvement that is based on certain

guiding principles like no process is thought to be perfect and it should be improved

continuously. Everything can and should be improved. Further, Kaizen is teamwork and it is

everybody’s business. It is possible with the change in the mindset of employees.

1.6 Benchmarking

Benchmarking is the process of comparing one's business processes and performance to

industry bests or with the best-in-class company. In it products, services, and processes are

measured against those of organizations known to be leaders in one or more aspects of their

operations. The management identifies and select the best organisation only where similar

processes exist and compare processes. It helps the organisation to discover its strengths and

weaknesses as well as those of industry leaders. The typical benchmarking methodology

includes the following steps:

 Step I: To understand the company’s current process performance gaps

 Step II: To identify the industry that has similar processes

 Step III: To identify the organizations that are leaders in the industry

 Step IV: To survey companies for measures and practices

 Step V: To identify the gap between the company’s processes & practices and leader

company
  Step VI: is to implement new and improved business practices

Benchmarking practices are classified into two categories:

Technical Benchmarking

It is the comparison of organisation’s products or services with the leader organisation by

experts or products/services design staff.

Competitive Benchmarking

It is the comparison of the organisation’s important attributes, functions, or values with the

leader organization.

1.7 5 S Approach

5 S is a simple methodology to create an orderly environment. It is creating a clean, safe,

hygienic, sterile, unpolluted, sterile and orderly high performance work environment. This type

of environment helps to increase performance efficiency and productivity. 5S includes sort, set

in order, shine, standardise and sustain.

 Sort

It is very simple but important concept. It means sort out or classify the needed items from

unneeded and eliminate the latter. It will straightforward and simplify the system. As for

example, eliminate the unnecessary data, files, furniture, materials etc. from the shop floor.

It will create more noticeable and visible shop floor.

 Set In Order/Straighten
 It is the concept of right place for right thing. It is the recognition of specific spot for every

materials and parts and to put in order the same. It is to keep needed items in the correct

place to allow for easy and immediate use. This exercise helps the employees to eliminate

time wasted in locating items.

 Shine

Keep the workplace and shop floor neat and clean. A dirt-free, spotless, sterile and

organized environment can boost employee morale and create a sense of ownership and

belonging. It helps to lower down the accidents at the shop floor.

 Standardize

Standardise means some set rules and regulations. It enhances the organizational

performance and will eliminate the variability. It encourages consistency in the production

process.

 Sustain

It is the maintaining of the standards and procedures. The final S involves the effective,

ongoing application of 5S in order to improve organizational performance.

1.8 Quality Control through Statistical Techniques

Quality control is concerned with the uniform quality of the production. It is a process that

measures output relative to standard, and acts when the variation is noticed. The purpose of

quality control is to assure that processes are performing as per the stated standards. The quality

of the manufacturing process is controlled by the monitoring process and using statistical

techniques like Inspection and Statistical Process Control.

Inspection
Inspection is an appraisal activity that compares goods or services to a standard. Quality

inspection aims at regular checking, measuring and testing of the following: (i) incoming

materials and parts (before production); (ii) one or more processes (during production); and (iii)

finished goods (after production). Quality inspection is very much helpful in improving the

quality, minimising the manufacturing cost and eliminating the scrap losses. It is the most

common method used to attain the standardisation and conformance to quality.

1.9 Stages of Quality Inspection

There are three stages of Quality Inspection:

i) Inspection of incoming materials and parts; ii)

Inspection of production process/processes; and iii)

Inspection of the finished goods.

i) Inspection of incoming materials and parts:

It is also called receiving inspection. It is checking, measuring and testing of incoming

materials and parts that are supplied before they are taken to store or inventory.

Incoming inspection can be conducted either at supplier’s end or at manufacturer’s gate. If the

incoming materials are bulky or large in quantity and involve huge transportation cost, it is

economical to inspect them at the place of vendor or supplier.

ii) Inspection of production process/processes:

This work of inspection is done while the production process is in progress. Inspection at

production house is very important to maintain the quality of products. Inspection at this point
is very helpful in preventing wastage of resources like materials, parts, time and money. It

prevents defective goods and minimizes the wastage.

iii) Inspection of the finished goods:

This is the last stage when finished goods are inspected before delivery to the customers. At this

point, the poor quality products are rejected or sent back for further improvement.

1.10 Methods of Inspection

The decision of acceptance or rejection of depends upon the methods of inspection. There are

two methods of inspection. These are (i) 100% inspection/Census method; and (ii) Sampling

inspection methods.

(i) 100% Inspection/Census Method

Census means that the data are to be obtained from each and every unit of the population. This

type involves careful inspection of quality in detail as every piece is separately inspected. The

effort, money and time are required to carry out complete inspection. Even more number of

inspectors is required and hence it is a costly method. There is no chance of sampling error as

each item has gone through the process of inspection. However, inspection errors arising out of

fatigue, negligence, difficulty of supervision etc. cannot be neglected in this case. It is suitable

only when a small number of pieces require inspection or a very high degree of quality is

required. This method is suitable for the organisations dealing in the business of jet engines,

aircraft, medical and scientific equipment etc.

(ii) Sampling Inspection

Sampling is the process of learning about the population on the basis of a sample drawn from it.

In sampling inspection, money and time is saved. Here, less number of inspectors is required in

comparison to census method. In this method randomly selected samples are inspected instead

of every receiving raw materials and parts. Samples taken from different batches of products

are representatives and the conclusions are drawn on that basis for the entire receiving. If the

sample proves defective, the entire concerned is to be rejected. Sampling inspection is cheaper

and quicker. In this process, how you draw the sample matters a lot. This method is very

suitable and frequently used in the organisations making CFL tubes, fans, A.C., music systems,

washing machine etc.

1.11 Statistical Process Control (SPC)

Statistical Process Control is a statistical tool for reducing the variability in processes which are

the cause of most quality problems. In it, the output of the process is evaluated to determine if it

is statistically acceptable or not. It is helpful in monitoring and controlling a process to ensure it

is optimized. Its most common application is quality control in manufacturing. SPC is based

upon the Central Limit Theorem which tells us, in effect, that the samples will follow a normal

distribution regardless of the shape of the parent distribution.

SPC tool is used with the help of Control Chart. The purpose of control chart is to study the

variation in the process. All control charts are based on the periodic sampling and measurement

of items. With the help of control chart the process output can be monitored to see if it is

random (in control) or not (out of control). Control chart is a graphical presentation obtained

from the representative sample means taken at regular time interval. The data collected will

allow the calculation of a centerline, and upper and lower control limits. The upper and lower

control limits define the range of acceptable variation. The centerline is the mean of all
samples, whereas the control limits are, conceptually, the mean +/- three standard deviations.

There are two types of variations Common Cause Variation and Special / Assignable Cause

Variation.

1.12 Benefits of Statistical Quality Control

 It controls variation in the processes and hence controls quality.

 It provides a means of detecting error during production.

 It helps to have standardised quality of production.

 It is helpful in the production of uniformity of the quality of output.

 It reduces inspection costs.

 It is used to identify abnormal condition and trouble spot in the process.

 It provides a means of determining the capability of the manufacturing process.

1.13 Managing Quality through Modernisation of Manufacturing Process

Integrating quality into manufacturing process is a challenging task. A typical manufacturing

process includes the following phases: planning & development phase, design phase,

production phase, assembling phase and then inspection phase. Every production manager

wants to minimise the labour cost and lower down the production cost. But the quality

production is the prime function for them. In this competitive world, the best companies are

using latest software for products designing, robots & latest sensor technology like 3D sensors

and adopting automatic controlling of the environmental conditions like temperature at the shop
floor. For these companies quality is the making and using batch quality inspection for the final

approvals is must.

1.14 Automation and Robotics

Automation is the use of computers to control a particular process in order to increase reliability

and efficiency, often through the replacement of employees. For a manufacturer, this could

entail using robotic assembly lines to manufacture a product.

Automation or automatic control is the use of various control systems for operating

equipment with minimal or no human intervention. Automation has been achieved by various

means including mechanical, hydraulic, pneumatic, electrical, electronic devices, computers,

and robots usually in combination. One of the most important application areas for automation

technology is manufacturing. Robots are used in manufacturing to create efficiencies all the

way from raw material handling to finished product packing. Robots can be programmed to

operate 24/7 in the situation of continuous production. Complicated systems, such as modern

factories, airplanes and ships typically use all these combined techniques of automation. The

industries using automation are Food and Beverages, Retail Stores, Mining, Pharmaceutical,

Cement, Chemical, Aerospace, etc.

1.15 Advantages of Automation

The main advantages of automation are:

 It increases productivity by reducing the cycle time.

 It reduces operation time and work handling time significantly.

 It replaces hard physical or monotonous work.

  It improves quality or increased predictability of quality as automation provides high

level of accuracy, better quality without variation.

 It improves strength of processes and generates consistency in the output.

 It reduces direct human labor costs and expenses as automation is helpful in the tasks

especially very hard work or monotonous work.

 It is helpful in the conditions of hazardous environment like high

temperature/heat, radioactive rays, toxic chemicals etc.

 It is helpful in faster mass production.

 It can be maintaining the production with simple quality checks regularly.

 It is beneficial in the optimum utilisation of the floor space.

1.16 Benefits of Quality Control in Manufacturing Process

Some of the importance or benefits of quality control are as under:

 Encourages the Quality Culture

The quality control programme run by management to control the quality is very much helpful

for the employees. It creates a quality culture in the organisation and makes them conscious for

the quality issues and helps them to give their optimum

contribution.

 Increase in Consumers Satisfaction

Quality control ensures production of quality products which is immensely helpful in attracting

more customers for the product or service thereby generating positive word of mouth. The
consumers are greatly benefited as they get better quality products on account of quality

control. It gives them satisfaction and generates loyalty.

 Reduction in Production Cost

The effective inspection and control programme is helpful in the reduction of the production

cost. The production processes and operations run smoothly and production costs are

considerably reduced. Quality control further ensures the optimum utilisation of resources and

checks the wastage, scrap and inferior products or services. It is helpful to lower down the

overall production cost.

 Reduction in Inspection Costs

Implementation of quality control programmes in the production process leads to reduction in

the inspection activities. The overall cost of inspection is reduced

drastically.

 Higher Morale of Employees

An effective system of quality management is greatly helpful in increasing the morale of

employees as they feel proud of being the part of such a qualitative environment. They feel that

they are working in the organisation producing high quality products and services. Such

environment leads to cordial employer-employee relations.

1.17 Summary

A process is a sequence of activities that is required to achieve the desired results. Process

management involves planning and administering the activities necessary to achieve standard

performance in the process. Manufacturing is the production of goods or services using

valuable resources like manpower/labour, materials, money, machine tools, chemical and

biological processing, or formulation for the purpose of sale or use. The manufacturing is the

process of transforming the raw materials into finished goods and services with the help of wide

range of human activities and with the use of

technology. Process improvement methodologies are used to identify,

analyze and improve existing processes within an organization to meet new goals and objectives.

There are various tools and techniques like Kaizen, Benchmarking, 5S approach, DRIVE

approach, Inspection, Statistical Quality Control etc. Kaizen is the practice of continuous

improvement. It is considered a slow but it is an ongoing process of improvement. It illustrates

an organisational culture where everyone from the top to the bottom is involved in the regular

evaluation of his or her work and sense the ways to improve it. The concept is that small

improvements on a regular basis will head towards the large improvements over time. One of the

most notable features of kaizen is that big results come from many small changes accumulated

with the passage of time. Kaizen is teamwork and it is everybody’s business. It is possible with

the change in the mindset of employees. Benchmarking is the process of comparing one's

business processes and performance to industry bests or with the best-in-class company. The

management identifies and select the best organisation only where similar processes exist and

compare processes. It helps the organisation to discover its strengths and weaknesses as well as

those of industry leaders. Benchmarking practices are classified into two categories: Technical
Benchmarking and Competitive Benchmarking. 5S is a simple methodology to create an orderly

environment. It is creating a clean, safe, hygienic, sterile, unpolluted, sterile and orderly high

performance work environment. This type of environment helps to increase performance

efficiency and productivity. 5S includes sort, set in order, shine, standardise and sustain. Quality

control is concerned with the uniform quality of the production. It is a process that measures

output relative to standard, and acts when the variation is noticed. The purpose of quality control

is to assure that processes are performing as per the stated standards. There are three stages of

Quality Inspection: (i) Inspection of incoming materials and parts; (ii) Inspection of production

process/processes; and (iii) Inspection of the finished goods. The decision of acceptance or

rejection of depends upon the methods of inspection. There are two methods of inspection. These

are (i) 100% inspection/Census method; and (ii) Sampling inspection methods. Statistical

Process Control is a statistical tool for reducing the variability in processes which are the cause

of most quality problems. It is helpful in monitoring and controlling a process to ensure it is

optimized. SPC tool is used with the help of Control Chart. The purpose of control chart is to

study the variation in the process. With the help of control chart the process output can be

monitored to see if it is random (in control) or not (out of control). Control chart is a graphical

presentation obtained from the representative sample means taken at regular time interval. The

upper and lower control limits define the range of acceptable variation. There are two types of

variations random variation and assignable variation. Automation or automatic control is the

use of various control systems for operating equipment with minimal or no human intervention.

One of the most important application areas for automation technology is manufacturing.

Some of the importance or benefits of quality control are: Encourages the Quality Culture,

Increase in Consumers Satisfaction, Reduction in Production Cost, Reduction in Inspection

Costs, and Higher Morale of Employees.

1.18 Keywords

Process

A process is a sequence of activities that is required to achieve the desired results. Process can be

product design, manufacturing, supply chain management, materials handling, supplier, customer

care support etc.

Manufacturing

Manufacturing is the process through which raw materials are transformed into final

product/services.

Kaizen

Kaizen is the practice of continuous improvement. The guiding principle is that no process is

thought to be perfect and it should be improved continuously. It is teamwork and it is

everybody’s business.

Benchmarking

Benchmarking is the process of comparing one's business processes and performance to industry

bests or with the best-in-class company.

Quality Inspection

Quality inspection is the regular checking, measuring and testing of incoming materials/

parts/one more processes/finished goods.

Statistical Process Control

Statistical Process Control is a statistical tool for reducing the variability in processes which are

the cause of most quality problems.

Automation

Automatic is the use of various control systems for operating equipment with minimal or no

human intervention.

1.19 Self Assessment Questions

1. Define process with examples.

2. Define manufacturing process.

3. Elaborate the steps to improving quality of manufacturing process.

4. Enumerate process improvement methodologies.

5. Define and discuss Kaizen as a continuous improvement tool.

6. Define benchmarking. How it helps in the continuous improvement of the processes?

7. Discuss 5S approach and its constituents.

8. Discuss the concept of quality control through statistical techniques.

9. Enumerate the stages of quality inspection.

10. What are the methods of inspection?

11. Discuss the concept of statistical process control (SPC).

12. What are the benefits of statistical quality control?

13. How the quality is managed through modernisation of manufacturing process?

14. What are the uses of automation and robotics?

15. Point out the advantages of automation.

16. Enumerate the benefits of quality control in manufacturing process.

1.20 References / Suggested Readings

Books

Ahluwalia, J. S., Total Quality Management, Tata McGraw-Hill Publishing Company Limited,
New Delhi, Fourth issue, 2008.

Bhat K. Shridhara, Total quality Management, Himalaya Publishing House Pvt. Ltd., New Delhi,
2010.

Evans J. R., James W. Dean, Jr., Total Quality –Management, Organization and Strategy, 2nd
edition, Thomson Learning, New Delhi, 2000.

Frank M. Gryna, Chua Richard C. H., Defeo Joseph A., Juran’s Quality Planning and Analysis
for Enterprise Quality, Tata McGraw-Hill Publishing Company Limited, New Delhi, Fourth
issue, 2008.

Gitlow Howard S., Oppenheim Alan J., Oppenheim R., David M. Levine, Quality
Management, Tata McGraw-Hill Publishing Company Limited, New Delhi, 3rd issue, 2009.

Ramakrishnan R., Total Quality Management, Esswar Press, Chennai, 2005. Web links

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