MODULE-II

QUALITY MANAGEMENT
Asst Prof Arvind Gajakosh
BE, MBA, NET
INTRODUCTION: QUALITY
 Quality is the totality of features & characteristics
of a product or services that bear on its ability to
satisfy stated or implied needs.
 In simple terms, quality means the satisfaction of
the customer real or potential.
 Quality of the product will also depend upon the
expectations of the customer.
 Appearance, performance, life, reliability, taste,
& maintainability etc are generally called as
quality characteristics.
QUALITY CIRCLES
 QCs are small groups of employees who meet
regularly for solving different problems related
mainly with cost, quality, efficiency, equipment,
tools, morale, process, control, missed work,
safety, learning & maintenance etc.
 QUALITY CONTROL
 Quality control helps achieve the qualitative
objectives of the production system by keeping a
check on all these parts of a production system
that may have an impact on the quality of
product.
Quality planning Quality control Quality improvement
Establish quality goals Choose control subjects Prove the need
Identify customers Choose unit to measure Diagnose the causes
Discover customer Create a sensor Provide remedies
needs
Develop product Measure actual Deal with the
features performance resistance
Develop process Interpret the Change & control
features difference
QUALITY MANAGEMENT SYSTEM
 The formation of International Standards
Organization (ISO) in Geneva in 1946, led to the
increased awareness amongst people regarding
quality.
 It is an international body which consists of
representatives from more than 90 countries.
 Bureau of Indian Standards is the Indian
representative to ISO.
 ISO & IEC (International Electro Technical
Commission) operate jointly as a single system.
 ISO 9000 SERIES

Standard Objectives/Tasks

ISO 9000 This provides guidelines on selection & use of quality

mgmt and quality assurance standards.

ISO 9001 It has 20 elements covering design, development,

production, installation & servicing.

ISO 9002 It has 18 elements [it is same as ISO 9001 without the first
two tasks design & development]

ISO 9003 It has 12 elements covering final inspection & testing for
laboratories & warehouses etc.

ISO 9004 This provides guidelines to interpret the quality mgmt &
quality assurance.
SEVEN TOOLS OF QUALITY
CIRCLES
 Prof. Karou Ishikawa, known as the father of
Quality Control Circles (QCCs), developed the
seven QC tools.
 Pareto chart
 Cause & Effect Diagram
 Histogram
 Stratification
 Scatter Diagram
 Controls charts
 Check sheets
PARETO CHART
 Pareto diagram consists of two graphs. One is bar
chart in which the items are arranged in the order
of the no. of problems or the amount of money.
 Another graph is line chart of accumulations of
bars.
 If the bars show the amount of money, the line
shows the transition of the accumulated amount of
money. This line chart is also called as “Pareto
Curve”.
CAUSE & EFFECT (CE) DIAGRAM
 Prof. Karou of Tokyo University of Japan
developed the concept of cause & effect diagram.
 Due to its shape, this diagram is also known as the
fishbone diagram.
 The box represents the effect & the lines are the
causes.
 CE diagram is a first step in problem solving.
 CE diagram is a tool for discovering all the possible
causes for a particular effect.
TYPES OF CE DIAGRAM
 Dispersion analysis type
 (communication, skills, procedures transport
 incorrect deliveries)
 Production process classification type
 (order processing, picking, packing, dispatch
incorrect deliveries)
 Cause enumeration type
 (starting with the backbone deciding broad areas,
then adding more & more branches)
HISTOGRAM
 A histogram is a graphic summary of variation in a
set of data.
 Histogram can be analyzed to draw conclusions
about the data set.
 Histograms are used to chart frequency of
occurrence.
HISTOGRAM
 Histogram used two types of data that are variable
data & attribute data.
 Variable data are continuous in nature & are
measurable on a sliding scale. Ex: dimension,
voltage, weight etc.
 Attribute data are discrete in nature & can be
binary. Ex: accept/reject.
STRATIFICATION
 Stratification is stratifying or categorizing of data
in some meaningful categories.
 Categories can be determined by equipment, by
operator, by operation method or by RM.
 Grouping of data by common element or
characteristic makes it easier to understand the
data & to pull insights from it.
 Operators can be stratified by age, training,
gender, marital status, experience etc.
 Machines can be stratified by age, data of
maintenance, tools & location.
SCATTER DIAGRAM
 Scatter diagram is a figure applied to visualize the
relation of two variables.
 The scatter diagram is used to determine the
correlation b/n two characteristics (variables)
 One variable is scaled on X-axis (color) & another
on Y-axis (age of bread[days]).
 CONTROL CHARTS
 Control chart is an instrument to be used in the
production, specification & inspection.
 It tells us at a glance whether or not a process is
within the tolerance limits.
 A typical control chart consists of a central line,
upper control limit, & lower control limit. (ex:
room temperature)
Based on Variables Attributes
Control chart for Mean P (proportion)

Control chart for Range Np (no. of defectives)

Control chart for Std Deviation C (no.of defects per unit)
CHECK SHEETS
 Check sheet is a tool applied at the phase of data
collection.
 The purpose of the check sheet is to make it easy to
collect for specific purposes & to present it in way
that if facilitates conversion from data to useful
info.
 Defect factor check sheets (time, temp)
 SCHEMATIC MODEL OF QC
Establishment of Quality & the Quality stds for:
policies regarding design of Materials,
quality desired in prod/services in Processes,
relation to market, relation to the Performance of
invstmt reqmt, ROI etc productive sys. Prod/services

Design of
Inspection Inspection
productive system
& control of Production & control
to be compatible
processes & of goods & of
with quality, cost
products or services incoming
& capacity
services materials
requirements
QUALITY CONTROL PROCESS
 The QC process involves in general the following
steps:
 Preparation of policies regarding quality
 Fixation of quality stds relating to materials &
processes.
 Designing the productive system.
 Inspection & control of materials.
 Inspection & control of processes.
 Production of goods & services.
 Inspection of the final products/services.
OBJECTIVES OF QC
 Increased sales volume
 Increased profits
 Improving the company image
 Improving the production system
 Better procurement of materials
 Analyzing & doing away with the deviations
 To reduce the cost of inspection and loss
NEED OR BENEFITS OF QC
 Consumer satisfaction
 Quality consciousness
 Job satisfaction to workers
 Reduction in inspection costs & savings in wastages
& scrap
 Better utilization of resources
 Reduction in production cost
 Increased sales
 Better industrial relations
 Uniform products
 Facilitates price fixation
 MODULE-II
QUALITY MANAGEMENT
Asst Prof Arvind Gajakosh
BE, MBA, NET
SIX SIGMA
 In the mid 1980’s Motorola engineer felt that the
traditional quality levels of measuring defects in
thousands of opportunities did’t provide enough
depth of info.
 They decided to measure the defects per million
opportunities.
 Definition: six sigma is a disciplined data driven
approach & methodology for eliminating defects
which amounts to driving towards six standard
deviations b/n the mean & the nearer specification
limit in any process of products/services.
SIX SIGMA
 General Electric(GE) Company, defined six sigma as it
is a vision of quality which equates with only 3.4
defects per million opportunities for each
product/service transaction & it strives for
perfection.
 Six sigma level indicates that we are 99.99966%
confident that the product/service delivered by us is
defect free.
 This means that only 0.00034% of the times the
product/service delivered is defect prone(3.4 defects
per million opportunities[DPMO]).
APPROACHES FOR SIX SIGMA
 There are two approaches for achieving six sigma
which are as listed below.
 DMAIC
 DMADV
 DMAIC: means Define, Measure, Analyze, Improve &
Control. The six sigma DMAIC process is an
improvement system for existing processes falling
below specification & looking for incremental
improvement.
 DMADV: means Define, Measure, Analyze, Design, &
Verify. The six sigma DMADV process is an
improvement system used to develop new processes
or products at six sigma quality levels.
APPROACHES FOR SIX SIGMA
 DMADV: means Define, Measure, Analyze, Design, &
Verify. The six sigma DMADV process is an
improvement system used to develop new processes
or products at six sigma quality levels.
 Types of six sigma belts:
 Green belts
 Black belts
 Master black belts
APPROACHES FOR SIX SIGMA
 Green belts: six sigma green belts are six sigma team
leaders capable of forming & facilitating six sigma
teams & managing six sigma projects from concept to
completion.
 It consists of five days of classroom training.
 Training covers facilitation techniques & mgmt of
meetings, project mgmt, qlty mgmt tools, qlty ctrl
tools, problem solving etc.
 Black belt help green belts in choosing their projects
prior to the training.
APPROACHES FOR SIX SIGMA
 Black belts: six sigma black belts are leaders of
teams responsible for measuring, analyzing,
improving & controlling key processes that influence
customer satisfaction &/or productivity growth.
 They should focus on 1 to 3 projects. Direction &
leadership for them should come from a master black
belts.
 Master black belts: these are the persons with
highest level of technical & organizational
proficiency. They train black belts.
 They should be sound on mathematical theory on
which the statistical methods are based.
BENEFITS OF SIX SIGMA
 It ensures enhanced product quality.
 It enables predictable delivery of the products.
 It helps to achieve productivity improvement.
 It helps to have rapid response to changing needs of
customers.
 It also facilitates the development & introduction of
new products into the marketplace.
QUALITY FUNCTION DEPLOYMENT (DFD)
 QFD is an add on to TQM by designing &
manufacturing product/service as per customer
preference & satisfaction.
 Design engineer can convert customer needs into
engineering specifications using QFD.
 QFD translates the preference of customers into
products features & also establishes quality based on
fitness for use.
 FMECA/FMEA [FAILURE MODE
EFFECTS & (CRITICALITY) ANALYSIS]
 FMEA is a procedure for analysis of potential failure
modes within a system for the classification of the
failure effects upon the system.
 Failure causes are any errors or defects in process,
design, or product.
 FMECA is a technique for assessing the risk associated
with defective products reaching the market.
 The technique assesses the following three aspects of
the system and optimizes them:
 Every possible failure mode.
 Effect of each failure mode on the product.
 The critically of the effect of each failure mode on the
product.
POKA YOKE
 Poka yoke (mistake proofing) is a Japanese term
which was coined by a Japanese engineer named
Shingeo Shingo.
 This was originally called as Baka Yoke (fool proofing)
during 1961.
 Poka Yoke is a bunch of a small devices like fixtures,
jigs, gadgets, warning signals, paper systems and the
like which are used to detect or prevent defects from
occurring the first place.
CHARACTERSTICS OF POKA YOKE
 It is capable of being used all the time by all workers.
 It is simple to install which means that it is not
requiring continuous attention from the operator.
 It is usually installed with low implementation cost.
 It provides instantaneous feedback, prevention or
correction.
 If a component is not having the correct shape or
form, then the production process should detect it
before performing any operation on it.
 BENEFITS OF POKA YOKE
 Reduction in waste & associated machining as
nonconforming material is identified at each stage
rather than an inspection stage b/n several pairs of
stages.
 Reduction of waste in the system leads to reduction
in inventory holdings.
 Improvements in customer satisfaction levels because
better quality product is delivered to them.
 Improvement in employees’ relationships as it
encourages more involvement of operators and team
members.
LIMITATIONS OF POKA YOKE
 It increases the time of inspection that the operator
would spend on his job.
 Increased time of inspection does not mean reduced
cost of scrap in the long run.
 In short term, there will be a sharp increase in scrap
materials cost.
 End please….!

Thank you..!