QUALITY CONTROL / QUALITY ASSURANCE Chapter Learning objectives @ Understanding QC/QA. The Importance Of Quality In Manufacturing. | | © Cost Of Quality @ Evolution Of Quality © Toyota Approach To Quality Structure: 12.1 Introduction 12.2 Meaning of Quality 12.3 Quality Control 12.4 Quality Assurance 12.5 Summary 12.6 Self-assessment Questions } 12.1 INTRODUCTIO! i A simple word like “quality” has very in-depth meaning. It's something like what you “give” in order to “take” something. This balancing of “give” and “take”, brings out automatically a level of settlement from both the sides. This is exactly what is known as Quality Standard. How much accurate job or service you are supposed to give depends upon how much is afforded by the user. The moment this standard is fixed up, you need to adhere to it strictly. It is like a contract between two parties. You have to give assurance of the standard you are maintaining. Again you have to do all this at reasonable Z cost. So the quality has to be “controlled”. Now read more to elaborate the . idea of quality. Copyright © Welingkar 99 a aesChapter 12 PreM Nk eine Meaning of Quality:- To industry quality means “best for satisfying certain customer conditions”, whether the product is tangible or intangible (service) Thus quality is a customer determination and is based upon the customer's actual experience with the product or service. Thus Quality can be defined as : The total composite product and service characteristics of marketing, engineering, manufacture and maintenance through which the product and service in use will meet expectations of the customer. Quality is determined by the following characteristics of a product or service;- 1) Reliability 2) Serviceability and maintainability 3) Safety 4) Attractability. The Kano model states that for total customer-satisfaction, any product or service should have :- 1) QUALITY FEATURES:-In absence of which the customer is dissatisfied. 2) DELIGHTORS:- In absence of which customer is not dissatisfied and the presence delights the customer. Cost of Poor Quality:- Poor Quality results in: 1) Rework Inspection. 2) Repairs or servicing due poor quality, 3) Cost of losing the customer. 4) Cost of paying for defects. Cost of Quality Assurance V/s Cost of Poor Quality. 100 ‘Copyright © WelingkarCOST OF LOSING CUSTOMER COST OF SERVICING INSPECTION & REWORK OPERATING EXPENSES OPERATING COST RAW MATERIALS > -- WITH DEFECTS MATERIALS. FIG2: COST OF POOR QUALITY Thus by quality control / assurance, we can offer: 1) Higher Quality 2) Lower price to customer 12.3 QUALITY CONTROL : Quality control or ‘TOTAL QUALITY CONTROL is an effective system for integrating the quality development, quality maintenance, and quality- improvement efforts of the various groups in an organization so as to enable marketing, engineering, production and service at the most economical levels, which allow for full customer- satisfaction. EVOLUTION OF TOTAL QUALITY CONTROL: Step1 :- Operator Quality Control : Applicable during the end of nineteenth century. One worker or a group of workers were responsible for the manufacture of entire product and therefore each worker controlled the quality. Step 2 : Foreman Quality Control : During industrial revolution, foreman or supervisor assumed the responsibility of quality control. Step 3 : Inspection Quality Control : Manufacturing system became complex during world War |. This time, full- time inspectors appeared on the scene to inspect already manufactured products. Step 4 : Statistical Quality Control : Practiced during world-war II Extension of inspection Quality control. Inspectors were aided by special quality control tools like control charts. Copyright © Wlingkar 101