INDU 6331

ADVANCED QUALITY CONTROL

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Lecture 1: Basics of quality improvement
 What is Quality?
• What makes a good quality
 car
 computer
 knife
 children’s toy
 pizza delivery
 Describe a recent time when you have experienced bad
quality?

 So what are the common aspects of quality?

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 3

Copyright (c) 2012 John Wiley & Sons, Inc.
Definitions – Meaning of Quality and Quality Improvement

The Eight Dimensions of Quality

Performance (Will the product do the intended job?)

Reliability (How often does the product fail?)

Durability (How long does the product last?)

Serviceability (How easy is it to repair the product?)

Aesthetics (What does the product look like?)

Features (What does the product do?)

Perceived Quality (What is the reputation of the company or its product?)

Conformance to (Is the product made exactly as the designer intended?)

Standards
Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 4
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 What is Quality?

•Fitness for Use

•Conformance to Specifications
•Producing the Very Best Products
•Excellence in Products and Services
•Total Customer Satisfaction
• Exceeding Customer Expectations

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 5

Copyright (c) 2012 John Wiley & Sons, Inc.
 What is Quality?

This is a modern definition of quality

Note that this definition implies that if variability in the important characteristics
of a product decreases, the quality of the product increases.

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 6

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 The Transmission Example

LSL: Lower Specifications Limit

USL: Upper Specifications Limit

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 7

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 Quality Improvement

• The transmission example illustrates the utility of this

definition
• An equivalent definition is that quality improvement is
the elimination of waste. This is useful in service or
transactional businesses.

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 8

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 Terminology
Every product possesses some elements that jointly describe what the
user or consumer thinks of as quality. These parameters are often called
quality characteristics or critical-to-quality (CTQ) characteristics.

Quality characteristics may be of several types:

1. Physical: length, weight, voltage, viscosity
2. Sensory: taste, appearance, color
3. Time orientation: reliability, durability, serviceability

Variable data: Continues measurements such as length,

voltage, or viscosity
Attribute data: are usually discrete data, often taking from
counts.
Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 9
Copyright (c) 2012 John Wiley & Sons, Inc.
 Terminology cont’d
• Specifications
– Lower specification limit
– Upper specification limit
– Target or nominal values
• Defective or nonconforming product are those
that fail to meet one or more of their
specifications.

Are all products containing a defect defective?

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 10

Copyright (c) 2012 John Wiley & Sons, Inc.
 Terminology cont’d

• Defective or nonconforming product :fail to

meet one or more of their specifications.
• Not all products containing a defect are
necessarily defective:
– serious enough to significantly affect the safe or
effective use of the product.

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 11

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Statistical Methods for Quality Control and
Improvement

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 12

Copyright (c) 2012 John Wiley & Sons, Inc.
 Statistical Methods
• Statistical process control (SPC)
– Control charts, plus other problem-solving tools
– Useful in monitoring processes, reducing variability
through elimination of assignable causes
– On-line technique
• Designed experiments (DOX)
– Discovering the key factors that influence process
performance
– Process optimization
– Off-line technique
• Acceptance Sampling

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 13

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 Statistical Process Control

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 14

Copyright (c) 2012 John Wiley & Sons, Inc.
 Walter A. Shewart (1891-1967)
Walter A. Shewart (1891-1967)
• Trained in engineering and physics
• Long career at Bell Labs
• Developed the first control chart about 1924

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 15

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 Design of experiments

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 16

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 Acceptance sampling

How effective?

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 17

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1.4 Management Aspects of Quality Improvement

Effective management of quality requires the

execution of three activities:
1. Quality Planning
2. Quality Assurance
3. Quality Control and Improvement

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 18

Copyright (c) 2012 John Wiley & Sons, Inc.
 Quality planning

strategic activity:
Without a strategic quality plan, an enormous amount of
time, money, and effort will be wasted by the organization
dealing with faulty designs, manufacturing defects, field
failures, and customer complaints.

• Identifying customers
• Identifying their needs [this is sometimes called
listening to the voice of the customer (VOC)].
• Eight dimensions of quality discussed

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 19

Copyright (c) 2012 John Wiley & Sons, Inc.
 Quality Assurance

The set of activities that ensures the quality levels of products and
services are properly maintained and that supplier and customer
quality issues are properly resolved.

• Documentation of the quality system

• Policy : what is to be done and why,
• Procedures : methods and personnel that will implement policy.
• Work instructions: product-, department-, tool-, or machine-
oriented.
• Records : a way of documenting the policies, procedures, and work
instructions that have been followed.

It is important for?
Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 20
Copyright (c) 2012 John Wiley & Sons, Inc.
 Quality control and improvement

The set of activities used to ensure that the products and services
meet requirements and are improved on a continuous basis.

• Statistical techniques, including SPC and designed experiments.

• Project-by-project basis and involves teams led by personnel with
specialized knowledge of statistical methods and experience in
applying them.

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 21

Copyright (c) 2012 John Wiley & Sons, Inc.
 Six Sigma

Your definition, experience, knowledge?

• Use of statistics & other analytical tools has grown

steadily for over 80 years
– Statistical quality control (origins in 1920, explosive
growth during WW II, 1950s)
– Operations research (1940s)
– Six-Sigma (origins at Motorola in 1987, expanded impact
during 1990s to present)

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 22

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 Six Sigma
Focus of six sigma is on process improvement with an emphasis on achieving
significant business impact

• A process is an organized sequence of activities that

produces an output that adds value to the organization
• All work is performed in (interconnected) processes
– Easy to see in some situations (manufacturing)
– Harder in others
• Any process can be improved
• An organized approach to improvement is necessary
• The process focus is essential to Six Sigma
Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 23
Copyright (c) 2012 John Wiley & Sons, Inc.
 Three Sigma quality performance

Probability of producing a product within these specifications is 0.9973,

which corresponds to 2,700 parts per million (ppm) defective.
Under Six Sigma quality, the probability that any specific unit of the
hypothetical product above is non-defective is 0.9999998, or 0.002 ppm
defective, a much better situation.
Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 24
Copyright (c) 2012 John Wiley & Sons, Inc.
 Why “Quality Improvement” is Important: A Simple Example

• A visit to a fast-food store: Hamburger (bun, meat, special sauce,

cheese, pickle, onion, lettuce, tomato), fries, and drink.

• This product has 10 components - is 99% good okay?

P{Single meal good}  (0.99)10  0.9044

Family of four, once a month: P{All meals good}  (0.9044)4  0.6690
P{All visits during the year good}  (0.6690)12  0.0080

What about p = 0.999?

P{single meal good}  (0.999)10  0.9900, P{Monthly visit good}  (0.99)4  0.9607
P{All visits in the year good}  (0.9607)12  0.6186

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 25

Copyright (c) 2012 John Wiley & Sons, Inc.
 Six Sigma Focus

• Initially in manufacturing
• Commercial applications
– Banking
– Finance
– Public sector
– Services
• DFSS – Design for Six Sigma
– New process design
– New product design (engineering)

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 26

Copyright (c) 2012 John Wiley & Sons, Inc.
 Six Sigma

• A disciplined and analytical approach to process and product

improvement
• Specialized roles for people

Image source: https://jkmichaelspm.blogspot.com/2020/09/six-sigma-belts.html

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 27

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 Six Sigma

The DMAIC framework utilizes control charts, designed experiments, process

capability analysis, measurement systems capability studies, and many other basic
statistical tools.

Source: https://pubmed.ncbi.nlm.nih.gov/26334572/

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 28

Copyright (c) 2012 John Wiley & Sons, Inc.
 What Makes it Work?

• Successful implementations characterized by:

– Committed leadership
– Use of top talent
– Supporting infrastructure
• Formal project selection process
• Formal project review process
• Dedicated resources
• Financial system integration
• Project-by-project improvement strategy)

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 29

Copyright (c) 2012 John Wiley & Sons, Inc.
 Design for Six Sigma (DFSS)

Taking variability reduction upstream from manufacturing (or

operational six sigma) into product design and development
Every design decision is a business decision

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 30

Copyright (c) 2012 John Wiley & Sons, Inc.
 DFSS Matches Customer Needs with Capability

• Mean and variability affects product performance and cost

– Designers can predict costs and yields in the design phase
• Consider mean and variability in the design phase
– Establish top level mean, variability and failure rate targets for
a design
– Rationally allocate mean, variability, and failure rate targets to
subsystem and component levels
– Match requirements against process capability and identify gaps
– Close gaps to optimize a producible design
– Identify variability drivers and optimize designs or make designs robust
to variability

DFSS enhances product design methods.

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 31

Copyright (c) 2012 John Wiley & Sons, Inc.
 Lean Systems
Your definition, experience, knowledge?
• Focuses on elimination of waste
– Long cycle times
– Long queues – in-process inventory
– Inadequate throughput
– Rework
– Non-value-added work activities
• Makes use of many of the tools of operations
research and industrial engineering
Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 32
Copyright (c) 2012 John Wiley & Sons, Inc.
 Question for you

Three value-added and three non-value-added

activities at
• Your work environment
• School process
• Personal goals

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 33

Copyright (c) 2012 John Wiley & Sons, Inc.
 Sources of waste

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 34

Copyright (c) 2012 John Wiley & Sons, Inc.
Waste in healthcare
 Lean Focuses on Waste Elimination
• Definition
– A set of methods and tools used to eliminate waste in a
process
– Lean helps identify anything not absolutely required to
deliver a quality product on time.

Name of the tools you know

• Benefits of using Lean

– Lean methods help reduce inventory, lead time, and cost
– Lean methods increase productivity, quality, on time
delivery, capacity, and sales

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 36

Copyright (c) 2012 John Wiley & Sons, Inc.
Course Structure
 Objectives
What this course is about?
This course is about Advanced Statistical Techniques for Quality
Control Engineering
Objectives:
• To learn the fundamental concepts of Quality Control
• To learn how to apply control charts to monitor the quality
characteristics of a product or process
• Know how to interpret patterns on and R control charts
• To learn how to use acceptance sampling models
• Understand the basic tools of SPC: the histogram or stem-and-
leaf plot, the check sheet, the Pareto chart, the cause-and-effect
diagram, the defect concentration diagram, the scatter diagram,
and the control chart
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 Required Textbook

Introduction to
statistical quality
control by Douglas C.
Montgomery, 6th
edition, Wiley
Publications, 2008
or 7th edition 2013

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 GRADING POLICY
GRADING POLICY
Evaluation Tool Weight
Assignment and quiz 15
Midterm (in-class) Monday, May 31, 2023, 6:30 PM 30
Final (in-class) 40
Project 15
Total 100
Passing Criteria:
Passing the final exam is required to pass the course.

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 Assignment submission

 Make sure that your files will be opened correctly

 Make sure you had uploaded all requested files

 Make sure you uploaded the right file

 Make sure you uploaded on-time

 No submission by email will be accepted

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Academic code of conduct
https://www.concordia.ca/conduct/academic-integrity.html
 Any unauthorized collaboration or use of material will be
reported
 What does unauthorized mean?
 See above link
 Example: if an assignment is individual but you collaborate with your
friend to solve it; if you ask another person to conduct some or all of
your work

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 Professionalism

 There will be various group work and peer- review exercises in the
class – please be constructive and respectful of others and act
professionally!

 Disrespectful or unprofessional behaviour toward other students,

instructor or client organizations will be reported to the Dean

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 Communication

Communication is part of your future profession. Learn how to communicate

effectively and efficiently in the shortest time possible. Write short but
meaningful e-mails, make effective phone calls, etc. In your email make sure to
identify the course/subject of your message in the subject line:

Subject: INDU 6331 – “… ”

Please also include your name and ID number in your message. Do not ask
for special treatment as instructors have to treat all students equitably. Note
also that e-mails won’t be answered in the evenings or on the weekends.

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 Questions

Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 45

Copyright (c) 2012 John Wiley & Sons, Inc.