Quality Control

Industrial
Industrial Management
Management 11
Prepared by:
Industrial Systems Engineering Research Group
Universiti Tun Hussein Onn Malaysia

Learning Contents:

Definition
Definition of
of Quality
Quality
Dimensions
Dimensions of
of Quality
Quality
Leaders
Leaders in
in Quality
Quality
Factor
Factor Leading
Leading to
to Quality
Quality Improvement
Improvement
Methods
Methods (Tools)
(Tools) for
for Quality
Quality Control
Control and
and Improvement
Improvement

Definition of Quality
User-based
- better performance, more features.

Manufacturing-based
- conformance to standards,
- making it right the first time.

Product-based
- specific and measurable attributes of the product.

2008 Prentice Hall, Inc.

63

Dimensions of Quality
Performance

Durability

Features

Serviceability

Reliability

Aesthetics

Conformance

Perceived quality
Value

2008 Prentice Hall, Inc.

64

Dimensions of Quality
Performance (Will the product do the intended job?)
Potential customers usually evaluate a product to determine if it will perform
certain specific functions and determine how well it performs them.
Reliability (How often does the product fail?)
Complex products, such as many appliances, automobiles, or airplanes, will
usually require some repair over their service life.
Durability (How long does the product last?)
This is the effective service life of the product. Customers obviously want
products that perform satisfactorily over a long period of time.
Serviceability (How easy is it to repair the product?)
There are many industries in which the customers view of quality is directly
influenced by how quickly and economically a repair or routine maintenance
activity can be accomplished.

Dimensions of Quality
Aesthetics (What does the product look like?)
This is the visual appeal of the product, often taking into account factors such as
style, color, shape, packaging alternatives, tactile characteristics, and other
sensory features.
Features (What does the product do?)
Usually, customers associate high quality with products that have added
features; that is, those that have features beyond the basic performance of the
competition.
Perceived Quality (What is the reputation of the company or its product?)
In many cases, customers rely on the past reputation of the company concerning
quality of its products. This reputation is directly influenced by failures of the
product that are highly visible to the public.
Conformance to Standards (Is the product made exactly as the designer
intended?)
We usually think of a high-quality product as one that exactly meets the
requirements placed on it.

Leaders in Quality
W. Edwards Deming
Joseph M. Juran

Armand Feigenbaum
Philip B. Crosby

2008 Prentice Hall, Inc.

14 Points for
Management
Top management
commitment,
fitness for use
Total Quality
Control
Quality is Free,
zero defects
67

Factors leading to Quality Improvement

High quality, capability

CUSTOMER Low price,
DEMAND Timely delivery.

Manufacturing
Process

Precision (tight tolerance)

Minimum variation
MANUFACTURING
PROCESS Minimum cost (no waste,
CAPABILITY rework, and fault)

Methods (tools) for Quality Control and Improvement

7 Basic SPC Tools
(Magnificent Seven)

Process flow chart

HISTOGRAM
A histogram is a compact summary of data. To construct a histogram for
continuous data, engineer must divide the range of the data into intervals
(class intervals)

HISTOGRAM
Further example engineer can see the isolated and shifted data

CHECK SHEET
In the early state of quality improvement, it is necessary to collect data
(historical-based or current operating process)

CHECK SHEET
Example : To record the specific location of defects (errors)

CHECK SHEET
Example : To record the specific cause of defects (errors)

PARETO CHART
Is simply a frequency distribution (of histogram) or attribute data
arranged by category

STEPS TO CONSTRUCT A PARETO CHART

Step 1: Decide items to study and collect data.

Step 2: Arrange the data in descending order based on
frequency.
Place others item last (if applicable).

STEPS TO CONSTRUCT A PARETO CHART

Step 3: Calculate the Total % and cumulative % for each

category.

120
X

340

100% = 35.3%

29.4 + 35.3= 64.7

STEPS TO CONSTRUCT A PARETO CHART

Step 4: Draw Bars for each category of items.
Step 5: Draw cumulative line.

CAUSE AND EFFECT (ISHIKAWA) DIAGRAM

Once a defect (error or problem) has been identified for corrective action, an
engineer begins to analyze the potential cause of the defect

Cause-and-Effect Diagrams
Method
(shooting process)

Material
(ball)
Grain/Feel
(grip)

Size of ball

Aiming point
Bend knees

Air pressure
Hand position
Lopsidedness

Follow-through

Training
Conditioning

Motivation

Concentration

Manpower
(shooter)
2008 Prentice Hall, Inc.

Missed
free-throws

Rim size

Rim alignment

Consistency

Balance

Rim height
Backboard
stability

Machine
(hoop &
backboard)
6 20

CAUSE AND EFFECT (ISHIKAWA) DIAGRAM

PROCESS FLOW CHART

Useful in identifying improvement opportunities. For example, delays, most
inspections, and many movements usually represent non-value-added activities.

SCATTER DIAGRAM
Is a useful plot for identifying a potential relationship (correlation)
between Two (2) Variables
Manufacturing Process

Flange
Groove

ID1

Extrusion round bar

Turning to rough size

ID2

Turning to size

Bearing Assembly

Bearing
ID1

ID2

Honing inner diameters

Cutting Tool

Nickel electroplating

X1
(ID1)

X2
(ID2)

Bearings assembly

Process noise, N(0, 0)

Tool bluntness, DS(1, 1)

Normal

Downward Trend

Normal

Downward Trend

SCATTER DIAGRAM
Further examples (refer to previous slide)

Control Chart

Variation in Manufacturing Process

(Machining Outer Diameter)

Original
Control

Revised Revised
Control Control

Control Chart is designed for:

- monitoring process variation (disturbance, error)
- Providing information for corrective action

Control Chart

Process Monitoring and Diagnosis Example

Process Monitoring
identification of process
status (i.e., in-control or
out-of-control)

Out-of-Control
(Unstable)

In-Control
(Stable)
Shift (1, 0): ID1 unstable

Process Diagnosis
identification of the sources
of variation for diagnosing
the root cause error

Shift (0, 1): ID2 unstable

Shift (1, 1): ID1 & ID2 unstable
Other patterns