Chapter 1quality Review

Contents
Week # Subjects covered Reading Chapters
1 Introduction to Quality Control Chapter 1
2 LEAN ENTERPRISE Chapter 2
2 Six Sigma - Chapter 3
3 Statistical Process Control (SPC) Chapter 4
4 Fundamentals of Statistics & Probability Chapter 5
5 Control Charts for Variables Chapter 6
6 Fundamentals of Probability Chapter 8
6 Control Charts for Attributes Chapter 9
7 Mid term exam

7,8 Acceptance Sampling Chapter 10
9,10 Reliability Chapter 11
11,12 Management and Planning Tools Chapter 12

Quality13Improvement, 9e
Final Exam Review © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights1Reserved
Quality Improvement
(Formerly titled Quality Control 8th Edition)
Chapter 1
Introduction to Quality
PowerPoint presentation to accompany
Besterfield, Quality Improvement, 9th edition
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Textbook Outline
Introduction to Quality Improvement
Lean
Six sigma
SPC
Control Charts for Variables
Additional SPC techniques for Variables
Quality Improvement, 9e 3 Inc

© 2013, 2008 by Pearson Higher Education,
Outline (Continued)

Learning Objectives
When you have completed this chapter you
should be able to:
Define quality, quality control, quality
improvement, statistical quality control,
quality assurance, and process.
Be able to describe FMEA, QFD, ISO 9000,
ISO 14000, Benchmarking, TPM, Quality by
Design, Products Liability, and IT

Definitions
Quality
•Ratio of the perceptions of performance to
expectation.
•ASQ—Each person or sector has its own.
•ISO 9000—Degree to which a set of inherent
characteristics fulfills requirements.
•All of the above.

Definitions (Continued)
Quality Control--Use of techniques to achieve and
sustain the quality.
Quality Improvement--Use of tools and
techniques to continually improve the product,
service, or process.
Statistical Quality Control—Use of statistics to
control the quality.
◦Acceptance Sampling
◦SPC

Definitions (Continued)
Quality Assurance--Planned or systematic
actions necessary to provide adequate
confidence that the product or service will
satisfy given requirements.
Process--Set of interrelated activities that

uses specific inputs to produce specific
outputs. Includes both internal and external
customers and suppliers.

The Dimensions of Quality
DIMENSION MEANING
Performance Primary product characteristics
Features Secondary characteristic (remote control, etc)
Conformance Meeting specifications or industry standards
Reliability Consistency of performance over time
Durability Useful life
Service Resolution of problems and complaints
Response Human-to-human interface
Aesthetics Sensory characteristics
Reputation Past performance and other intangibles
9
Historical Review
Skilled craftsmanship during Middle Ages
Industrial Revolution: rise of inspection
and separate quality departments
Statistical methods at Bell System (1924)
The American Society for Quality (1946)
Deming (1950) - Quality

Historical Review (Continued)
First Quality Control Circles (1960)
1980s
TQM
Statistical Process Control, SPC
Malcolm Baldrige National Quality Award
Taguchi
ISO (1990)
Via Internet (2000)

Responsibility for Quality
Customer
Service Marketing
Quality
Packaging and Product Design
Storage Or Engineering
Service
Inspection
and Test Procurement
Process
Production Design

Marketing
Help to evaluate the level of product quality that a
customer wants, needs..
Design Engineering
Translate the customer’s requirements into operating
characteristics, exact specifications, and appropriate
tolerances
Procurement
Responsible for procuring quality materials and
components

(Continued)
Process Design
Develops processes and procedures
that will produce a quality product/service
Production
Produce quality products and services
Inspection and Test
Appraise the quality of purchased and manufactured items
and to report the results

(Continued)
Packaging and Storage
Preserve and protect the quality of the product
Inspection and Test
Appraise the quality of purchased and
manufactured items and to report the results
Can sometimes be automated
Service
Fully realizing the intended function of the
product during its expected life

Quality by Design
Quality by Design is the practice of using a
multidisciplinary team to conduct product or service
conception, design, and production planning at one
time.
The major benefits are faster product development,
shorter time to market, better quality, less work-in-
process, fewer engineering change orders, and
increased productivity

Failure Mode & Effect Analysis
(FMEA)
Identifies foreseeable failure modes and
plans for elimination.
Group of activities to:
◦Recognize and evaluate potential failures,
◦Identify actions that could eliminate or reduce
them,
◦Document the process.
Two types – design and process.

Quality Function Deployment (QFD)
Identifies and sets priorities for process
improvement.
Multifunction team uses ‘voice of the
customer’ to achieve results throughout the
organization.
It reduces start-up costs and design changes
that lead to increased customer satisfaction.

QFD (Continued)
Answers the following questions:
1.What do customers want?
2.Are all wants equally important?
3.Will delivering perceived needs yield a
competitive advantage?
4.How can we change the product, service,
or process?
5.How does a change affect customer
perception?

QFD (continued)
6. How does a change affect technical
descriptors?
7. What is the relationship between parts
deployment, process planning, and
production planning?

ISO 9000 (QMS)
ISO Stands for International Organization for
Standards.
QMS stands for Quality Management
System.
The standard, recognized by over 100
countries, is divided into three parts.
◦Fundaments and vocabulary,
◦Requirements, and
◦Improvement guidance.

Benchmarking
Benchmarking was developed by Xerox in
1979. The idea is to find another company
that is doing a particular process better than
your company, and then, using that
information to improve the process.
Constant testing of industry’s best practices.

Total Productive Maintenance
Total Productive Maintenance (TPM)is a
technique that utilizes the entire work
force to obtain the optimum use of
equipment.
The technical skills in TPM are: daily
equipment checking, machine inspection,
fine-tuning machinery, lubrication, trouble-
shooting, and repair.

Information Technology
Information Technology is defined as
computer technology (either hardware or
software) for processing and storing
information, as well as communications
technology for transmitting information.

Computer Program
EXCEL has the ability to perform calculations
using Formulas/More Functions/Statistical and
Formulas/Math & Trig Tabs.
There are EXCEL program files on the website (
www.pearsonhighered.com/besterfield) that
will solve many of the exercises.
Bill Gates—Automation applied to an
inefficient operation will magnify the
inefficiency.


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Contents

Week # Subjects covered Reading Chapters

1 Introduction to Quality Control Chapter 1

2 LEAN ENTERPRISE Chapter 2

2 Six Sigma - Chapter 3

3 Statistical Process Control (SPC) Chapter 4

4 Fundamentals of Statistics & Probability Chapter 5

5 Control Charts for Variables Chapter 6

6 Fundamentals of Probability Chapter 8

6 Control Charts for Attributes Chapter 9

7 Mid term exam

9,10 Reliability Chapter 11

11,12 Management and Planning Tools Chapter 12

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e 3 Inc

Quality Improvement, 9e 4 Inc

Quality Improvement, 9e 5 Inc

Quality Improvement, 9e 6 Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Process--Set of interrelated activities that

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e 10 Inc

Quality Improvement, 9e 11 Inc

Quality Improvement, 9e 12 Inc

Quality Improvement, 9e 13 Inc

Quality Improvement, 9e 14 Inc

Quality Improvement, 9e 15 Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

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