PRINCIPLES OF QUALITY

ENGINEERING IN DESIGN AND

MANUFACTURING
EN0625 DESIGN &
M A N U FA C T U R I N G A N A LY S I S
 LEARNING OUTCOMES

By the end of these two sessions you should be able

to understand:
1. The Principles of Quality
2. Causes of poor quality of a product and how to
identify them
3. Loss quality of a product and its calculation
4. The methods of improving quality in design and
manufacturing
STRUCTURE OF THE TWO SESSIONS

1. Quality Engineering and Introduction

2. Taguchi Method (loss function)
 TOTAL QUALITY MANAGEMENT

• Total - made up of the whole

• Quality - degree of excellence a product or
service provides
• Management - act, art or manner of planning,
controlling, directing,….

Therefore, TQM is the art of managing the

whole to achieve excellence.
 THE TQM SYSTEM

Continuous
Objective Improvement

Principles Customer Focus

Process Total
Improvement Involvement

Elements
• Leadership • Measurement
• Education and training • Supportive structure
• Communications • Reward and recognition
 INTRODUCTION TO QUALITY

Quality is the ability of a

product or service to
consistently meet or exceed
customer expectations
 THE EVOLUTION OF QUALITY

• Industrial revolution - smaller jobs, more specialization and less

responsibility for the final product.
• Early 1900’s - product inspection introduced -
Fredrick Winslow Taylor.
• 1924 - statistical control charts - W. Shewhart of Bell
Laboratories.
• 1930 - acceptance sampling - H.F. Dodge & H.G. Roming of
Bell Labs.
• WWII - statistical methods began to be more widely accepted,
especially in statistical sampling techniques.
 THE EVOLUTION OF QUALITY

• 1950’s - quality assurance, statistical quality control methods

introduced to the Japanese - W. Edwards Deming
• “cost of quality” concepts - Joseph Juran
• “total quality control” including product design and materials -
Armand Feigenbaum
• 1960’s - “zero defects” emphasize employee performance -
P. Crosby
• 1970’s - quality assurance methods throughout the entire process
 DEFINITION OF QUALITY

• Juran (1964) defines quality as fitness for use.

• Crosby (1979) describes quality in terms of conformance to
requirements.
• For Feigenbaum (1983) quality is to do with the combined product
characteristics of engineering and manufacture that determine the
degree to which the product will meet the expectations of the
customer.
• Deming (1986) says that quality is concerned with the present
and future needs of the customer.
• Taguchi (1986) defines quality as the (minimum) loss imparted
by the product to the society from the time product is shipped"
 DEFINITION OF QUALITY … CONT’D

• Recently, the most widely used definition is that

of ISO 9001.
• It says that a quality is a characteristic that a
product or service must have.
• For example, products must be reliable, useable,
and repairable. These are some of the
characteristics that a good quality product must
have.

ISO = International Organization for Standardization

ISO URL: http://www.iso.org/iso/home/standards.htm
 ISO 9001

• An international set of standards for quality

management. (part of ISO 9000)
• Applicable to a range of organisations from
manufacturing to service industries.
• ISO 9001 applicable to organisations which design,
develop and maintain products.
• ISO 9001 is a generic model of the quality process
that must be instantiated for each organisation using
the standard.
 ISO 9001

The ISO 9001

Documentation Pyramid (3-
One of the most tier)
important factors in
maintain a quality
systems with minimum
resources is an efficient
documentation control
process.
 ISO 9000 CERTIFICATION

• Quality standards and procedures should be

documented in an organisational quality
manual.
• An external body may certify that an
organisation’s quality manual conforms to
ISO 9000 standards.
• Some customers require suppliers to be
ISO 9000 certified although the need for
flexibility here is increasingly recognised.

Heath
and Safety example on p
roducts
QUALITY – WHAT IS IT?

Product Quality
- Good or Bad
 DIMENSIONS OF QUALITY
(CUSTOMER VIEW)
• Performance - characteristics of the product or service
• Aesthetics - appearance, feel, smell, taste
• Special features - extra characteristics
• Conformance - customer’s expectations
• Safety - risk of injury or harm
• Reliability - consistency of performance
• Durability - useful life of the product or service
• Perception - reputation
• Service after the sale - handling of complaints, customer
satisfaction
EXAMPLES OF QUALITY DIMENSIONS
EXAMPLES OF QUALITY DIMENSIONS
 THE DETERMINANTS OF QUALITY
(PRODUCER)

Quality of Design
• Intention of designers to include or exclude features in
a product or service designed to meet a customer/client
need/want/requirement.
• It represents the inherent value of the product or
service in the marketplace
• Poor design can result in manufacturing or service
problems
• Customer disapproval
 THE DETERMINANTS OF QUALITY
(PRODUCER)

Quality conformance
• the degree to which the goods or services conform to
the intent of the designers
• Requires customer education/awareness as to the
intended use of the product/service (e.g. Electrical
requirements, medication instructions, attorney advice)
• Ease of use
• Service after delivery
FITNESS FOR CONSUMER USE
QUALITY – WHAT IS IT?
 QUALITY CHARACTERISTICS OF
GOODS AND SERVICES
• Functionality - how well the product or service does the job for
which it was intended.
• Appearance - aesthetic appeal, look, feel, sound and smell of the
product or service.
• Reliability - consistency of product or service’s performance over
time.
• Durability - the total useful life of the product or service.
• Recovery - the ease with which problems with the product or
service can be rectified or resolved.
• Contact - the nature of the person-to-person contacts that take
place.
 THE CONSEQUENCES OF POOR
QUALITY

• Loss of business
• Liability
• Productivity
• Costs

Failures will occur.

The prevailing quality philosophy is that prevention is the
best cure for quality problems.
(An ounce of prevention is worth a pound of cure).
 CO$TS OF QUALITY

When considering the “costs of quality” we must consider:

• Failure costs - costs caused by defective parts, products, or faulty
services.
• Internal - failures discovered during production (e.g. rework, problems,
material/product losses, downtime).
• External - failures discovered after delivery (e.g. warranty, returned goods,
liability claims, penalties)
• Appraisal costs - costs of activities designed to ensure quality or
uncover defects
• (e.g. in-line inspection, final inspection, field testing, crash test dummies,
crumpled cars)
• Prevention costs - costs of preventing defects from occurring
• (e.g. training, working with vendors, quality control procedures, quality
improvement programs, extra attention in design and production)
 QUALITY GURU’S

• W. Edwards Deming - 14 point prescription for quality

• Joseph M. Juran - stressed management methods
• Armand Feigenbaum - quality as a “total field” - customer
• Phillip Crosby - quality is free, zero defects
• Kaoru Ishikawa - quality circles, problem solving methodology
• Genichi Taguchi - cost of poor quality, robust product design
 DEMING’S 14 POINTS

1. Create constancy of purpose 8. Eliminate fear among

2. Adopt philosophy of prevention employees
3. Cease mass inspection 9. Eliminate barriers between
4. Select a few suppliers based on departments
quality 10. Eliminate slogans
5. Constantly improve system and 11. Remove numerical quotas
workers 12. Enhance worker pride
6. Institute worker training 13. Institute vigorous training &
7. Instill leadership among education programs
supervisors 14. Implement these 13 points

Deming's 14 points
 ACTIVITIES OF QUALITY IN
MANUFACTURING INDUSTRY

1. Product planning
Quality of
2. Product design Design
3. Process design
Quality of
4. Production Conformance
5. Sales
Quality of
6. After-sales service Service
STAGES OF PRODUCT DEVELOPMENT

Survey of market Customer

Start information requirements

After-sales Quality function 85% of the total

Sales deployment cost contributed by
service
Product design and
Statistical
Process design
process Manufacturing
Product planning
control
Initial management
of new product Product
System design
design
Design review Parameter design
Process Tolerance design
On-line design
quality
system Production of
sample Drawings and Off-line
products specifications quality
system
Set-up of managing methods
for manufacturing process
 ACTIVITIES OF QUALITY IN INDUSTRY

• Product planning:
• planning for the function, price, life
cycle, etc. of the product concerned.
• Product design:
• designing the product to have the
functions decided in product planning.
• Process design:
• designing the manufacturing process
to have the functions decided in the
product design.
PROCESS-BASED QUALITY
 ACTIVITIES OF QUALITY IN INDUSTRY

• Production:
• the process of actually
making the product so that it
is of the designed quality.
• Sales:
• activities to sell the
manufactured product.
• After-sales service:
• customer service activities
such as maintenance and
product services.
 SUMMARY

• Total Quality Management (TQM)

• ISO 9000 standards (Quality)
• Deming’s 14 points to implement a quality
programme
• Activities of quality in manufacturing
 NEXT SESSION

In the next section we will explore further on

Taguchi’s concept of quality engineering from the
standpoint of how quality can be designed,
manufactured and measured.