Quality Concepts

The Define

Quality Process

Improvement Select
Measures
Model
Collect &
Interpret
Data

A Roadmap to Improvement Is No Investigate &

Process
Fix Special
Stable
Causes
?
Purpose: To provide a
sequence of steps to Yes

improve any process Is

No
so that the customers Improve
Process Process
Capable
will realize the Capability
?
highest quality and
Yes
value.
Use SPC to
Maintain
Current
Process

1-1
 Quality Concepts

Catapult Exercise
Each person will come up to the front and fire the catapult until we get
30 distance measurements.

Cup
Peg Height
Height
Hook Height

Stop Angle Release

Angle

1-2
 Quality Concepts

Definitions of Quality

• Conformance to specifications

• The degree to which a product or service meets

the needs of the customer

• Uniformity around a customer-defined target

• Exceeding customer expectations

The customer is the most important part of the process.

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 Quality Concepts

Does Quality Affect My Job?

Poor Quality  Complexity

Department Real Work Complexity

Accounting Mailing Invoices Collecting overdue
accounts resulting from
carrier delivery problems
Production Assembly Rework of faulty
incoming materials
Marketing Helping Customers Handling customer
buy complaints about poor
quality materials
R&D Learning about Redesign due to market
customer needs research errors
Personnel Training new Handling a lawsuit from
managers an employee who was
mistreated

1-4
 Quality Concepts

The Ideal
Receive Inputs

Flow O.K.?

of Work Y
Process

Measurements

O.K.?

Y
Finished Product
or Service

O.K.?

Y
Send to Customer

1-5
 Quality Concepts

Supplier
Reworks
Receive Inputs
Return to

The Impact of
Supplier

Y Rework N
?
Diagnose O.K.?

Poor Quality Internal

Rework
N
Y
Scrap

Process Rework
N
Scrap Y Rework
Process Inputs
?
Measurements Adjust

Y
N Diagnose Adjust N
O.K.? ?

Y Y Rework
Product
?
Finished Product Rework
N
Scrap

N
O.K.? Diagnose

Y N
Y Rework
?
Ship to Customer Rework Scrap

1-6
 Quality Concepts

Impact of Higher Quality on Value

Less
Waste
Less Rework
Fewer Lower
Rejections Cost
Higher
Quality  Less Backlog
(Inventory)
 Higher
 Higher
Value
Productivity
Fewer
Complaints
Fewer
Returns

1-7
 Quality Concepts

The Transition of Quality Thinking

Dedicate resources to
Work on process to
inspect all work for
prevent defects.
errors before finalized.

Measure performance Understand process

by amount of work behavior and take
completed compared pro-active action to
to objectives. improve the process.

Keep turn-around-time Continually decrease

under 2 days to avoid turn-around-time to
complaints. delight customers.

1-8
 Quality Concepts

The Define

Quality Process

Improvement Select
Measures
Model
Collect &
Interpret
Data

A Roadmap to Improvement Is No Investigate &

Process
Fix Special
Stable
Causes
?
Purpose: To provide a
sequence of steps to Yes

improve any process Is

No
so that the customers Improve
Process Process
Capable
will realize the Capability
?
highest quality and
Yes
value.
Use SPC to
Maintain
Current
Process

1-9