Manufacturing and Service Operations

Learning Block 7
Maintenance and Quality
Course Agenda
1. Manufacturing and Service Operations Overview
2. Strategic Decisions in Manufacturing
3. Manufacturing Planning and Control
4. Operational Improvement
5. Performance Metrics
6. Systems and Technology
7. Maintenance and Quality

2
Learning Block Agenda
1. Maintenance Service Operations
2. Types of Maintenance
3. Total Productive Maintenance
4. Maintenance Spares
5. Housekeeping
6. Manufacturing and Service Quality
Description
• The maintenance department ensures that the physical
plant’s machines, conveyors, and other equipment are
functioning properly.
– They may have a formal program to prevent breakdowns and
failures.
– They perform fixes when such problems occur.
– They may also conduct housekeeping and maintain the upkeep of
the entire property of the facility.

4
Learning Objectives
• Recognize the role and importance of maintenance service operations
in helping to ensure equipment availability and reliability
• Understand the differences between preventive and corrective
maintenance
• Analyze the key aspects of housekeeping and cleaning services in a
manufacturing environment
• Summarize the concept of outsourcing, including how inventory
management works with a third party
• Differentiate between quality assurance and quality control in
operations
Unit 1: Maintenance Service Operations
• Equipment breakdowns and failures disrupt manufacturing
process flows, create idle worker time, and hinder a
company’s ability to meet demand.
– Equipment readiness indicates the proportion of time that
equipment is functioning and producing goods.
• No equipment functions 100% of the time, due to routine maintenance.
• Machinery does not always operate at its intended output rate due to
wear-and-tear, poor installation, or inadequate setup.
The Maintenance Function
• The primary goal of
maintenance is to plan
activities and work tasks to
mitigate equipment failure.
– Components should be
replaced before they break.
– Overhauls and equipment Figure 68. Machine failures may be avoided with preventive
maintenance.

cleaning should be done

regularly.
Various Maintenance Functions
• Breakdown repairs are carried out on equipment or machinery that has broken down during the course of normal
Breakdown Repairs operation

Overhaul • Repairing and maintaining a piece of equipment or machinery to restore it to working condition

• Restoring a piece of equipment to working condition after it has reached the end of its working life or after it has
Rebuild been damaged

Service • Routine operations to keep equipment functioning effectively

Modification • Small adjustments, changes, or additions to a piece of equipment to improve output

• A physical examination or review to assess equipment functionality and performance

Inspection • May encompass a range of activities, including taking measurements or performing tests

Replacements • Changing out a piece of equipment or its components when it has reached the end of its useful life
Unit 2: Types of Maintenance
• Maintenance actions can be defined in two categories:
preventive and corrective maintenance.

Preventive maintenance
is performed based on a
predetermined schedule to Corrective maintenance is
prevent sudden equipment performed to troubleshoot,
failure. isolate, and repair a defect or
fault in response to equipment
breakdown or failure.
Preventive Maintenance Tasks
• There are three basic types of preventive maintenance:

Scheduled inspections are used to detect potential failures and may result in the recall or
repair of an item that does not meet required standards.

Scheduled rework restores the functionality of worn items that develop a greater
probability of failure towards the end of their lifespan.

Scheduled discard takes place once an item has reach its life limit, or its predetermined
lifespan. Life limits may be established due to either safety or economic concerns.
Services and Lubrication

• Most equipment requires

regularly scheduled servicing
and lubrication to maintain
satisfactory operations.
– Usually done at fixed time intervals Figure 69. Lubrication. Developed by LINCS in Supply Chain Management Consortium.

• Servicing tasks, such as checking

air pressure or fluid levels, are
considered on-condition
maintenance tasks.
Equipment and Machinery Failure
• Machinery experiences functional failure due to either a
total breakdown or an inability to meet specified
performance.
– A product’s performance specifications and capabilities must first
be defined.
– Once specifications are identified, physical conditions can be
identified that suggest imminent failure.
Consequences of Failure
• Maintenance needs are dictated not by the frequency of
failure but by the nature of its consequences.
Types of Consequences Maintenance Objective
Safety Scheduled maintenance is essential to reduce the risk of
Possible danger to workers failure to an acceptable level.

Operational Scheduled maintenance is desirable if it costs less than the

Economic losses (product output, repair costs) cost it prevents.

Non-operational Scheduled maintenance is desirable if it costs less than the

Normally involving only repair costs cost it prevents.

Hidden failure Scheduled maintenance is required to ensure the level of

Involves failures that have no direct impact but expose availability of the function necessary to avoid exposure to
equipment and machinery to likely failures multiple failures.
Unit 3: Total Productive Maintenance
• Total Productive Maintenance (TPM) ensures that
machinery operates as intended without failure by keeping
it in like-new condition.
– TPM is a major element of lean manufacturing.
– TPM increases overall equipment effectiveness.
Elements of TPM
Pillar Goals Who What
Increase Equipment  Zero defects Production and maintenance teams  Identify losses
 Zero failures  Set machine operational effectiveness
Effectiveness targets
 Root cause analysis and correction
 Establish optimal equipment conditions

Autonomous Maintenance  Operator understanding Operator teams  Initial cleaning

 Operator care and  Lubrication
ownership  Conduct general inspections

Planned Maintenance  More efficient, cost- Maintenance teams  Daily and periodic inspections
effective maintenance  Predictive maintenance
 Lengthen equipment life
 Spare parts control
 Breakdown analysis
 Lubrication control

Maintenance and Operator Skill  Higher skill levels for Operators  Maintenance fundamentals
operators and maintenance Maintenance workers  Predictive technology
Training workers  Repair skills
 Troubleshooting and diagnosis

Maintenance Prevention During  More reliable equipment Production design  Design goals, rules, and specifications
is easier to maintain Maintenance staff  Design reviews
Design
Equipment Installation and Upgrade
Services
• Machinery ages over time and
eventually needs to be
replaced.
– Parts of the manufacturing
process may be shut down to
accommodate the removal of
existing equipment and Figure 72. Equipment installation. Developed by LINCS
in Supply Chain Management Consortium.

installation of new equipment.

Unit 4: Maintenance Spares
• Maintenance spares are spare parts and subassemblies
necessary for keeping the operation reliable and safe.
Usage Schedule Project Breakdown Insurance
Materials Spares Materials Spares Spares
• These materials are • These spares are • These are used for • These are used • These spares are
used on a regular typically used a planned project, when breakdowns used to protect
basis; typical whenever a and could include occur to replace against natural
examples are planned internal parts to broken or non- disasters; they
fasteners, cleaning maintenance task is rebuild a machine functioning parts. could consist of an
materials, performed; they to a significant entire machine or
lubrication could include extent. set of machines to
materials, and internal machine enable
other consumables. parts and roller manufacturing to
bearings on continue.
conveyors.
Unit 5: Housekeeping
• Housekeeping ensures that the workplace is kept neat,
organized, and clean.
– Examples of housekeeping in an industrial context:
• Providing adequate workspace
• Adequate storage arrangements close to workstations
• Sufficient clearance around machinery for worker mobility
– Effective housekeeping can reduce or eliminate workplace
dangers.
Unit 6: Manufacturing and Service Quality
• Quality Assurance vs. Quality Control
– Quality assurance consists of the systematic management
activities that take place to help achieve product and service
requirements.
– Quality control is an evaluation of a product or service that
indicates if the desired results were achieved.
• Manufacturing plants typically have quality control inspection points
where products can be subjected to in-process inspections.
Summary
Optional Supplemental Resources
The optional supplemental resources listed below may be used to reinforce the
content covered within this learning block.
• Davis, M., & Heineke, J. (2005) Operations Management: Integrating Manufacturing and Services
(5th ed.). Waltham, MA: McGraw-Hill.
• Sanders, N., (2014). The Definitive Guide to Manufacturing and Service Operations (3rd ed.).
Upper Saddle River, NJ: Pearson.
Practice Questions
1. What is the primary goal of the maintenance function?
a. Plan activities and work tasks to mitigate equipment failure
b. Retain and restore equipment to a specified condition to achieve its minimum useful life
c. Retain and restore equipment to an unspecified condition to achieve its maximum
useful life
d. Destroy equipment once it has reached its maximum useful life

2. Which choice best defines preventive maintenance?

a. Routine maintenance to guarantee that equipment will break down
b. Maintenance of equipment after a failure
c. Ignoring maintenance requirements so that equipment will fail
d. Predetermined, scheduled work to prevent a sudden failure
Practice Questions
3. A functional failure is defined as:
a. The ability of an item to meet a specified performance standard
b. The inability of an item to meet a specified performance standard
c. The inability of an item to meet an unspecified performance standard
d. The ability of an item to meet an unspecified performance standard

4. Scheduled inspections are also called:

e. Run-to-failure maintenance
f. Outsourced maintenance
g. On-condition maintenance
h. Supplier-managed maintenance
Practice Questions
5. The total preventive maintenance (TPM) discipline is aimed at:
a. Ensuring that equipment is kept in like-new condition so that it rarely breaks down
b. Ensuring that equipment is only in new condition so the machinery never breaks down
c. Ensuring that equipment is only maintained by maintenance personnel so the machinery rarely
breaks down
d. Eliminating the need for maintenance personnel to be involved in maintaining the equipment

6. Which choice best defines corrective maintenance?

e. Planned maintenance
f. Perform in response to a machine breakdown or failure
g. Maintenance prevention during machine design
h. Maintenance and operator skill training
Practice Questions
7. Which choice best defines maintenance spares?
a. Items that are consumed in the production process to make products
b. Items used to ensure that the plant and equipment are kept in a reliable and safe
condition
c. Utility backup systems such as generators
d. Part-time maintenance department employees

8. Insurance spares are kept in inventory to protect against:

e. Production schedule fluctuations
f. Natural disasters, to enable the continuation of manufacturing
g. Maintenance operation changeovers
h. Schedule slippage
Practice Questions
9. Housekeeping is defined as:
a. The procurement of adequate workspace and utilities around workstations
b. Scheduling the production equipment in plants
c. The elimination of the need to keep the workplace clean and tidy
d. The process of ensuring the workplace is kept organized, clean, and neat

10. The maintenance process of making a small adjustment, change, or addition to a

machine to improve its operational output is called:
e. Breakdown repair
f. Modification
g. Inspection
h. Overhaul