Production and
Operations
Management
Dr. Adarsh Rath
Quality Control
Define
“Quality of product as the degree in which it fulfills the
requirement of the customer. It is not absolute but it judged or
realized by comparing it with some standards”
Crosby defined as “Quality is conformance to requirement or
specifications”.
Juran defined as “Quality is fitness for use”. “The Quality of a
product or service is the fitness of that product or service for
meeting or exceeding its intended use as required by the
customer.”
Fundamental Factors affecting Quality
1. Market
2. Money
3. Management
4. Men
5. Motivation
6. Material
7. Machines
8. Modern information methods
9. Mounting product requirements
Control
The process through which the standards are established and
met with standards is called control.
1. Choose the control object
2. Choose a unit of measure
3. Set the standard value
4. Choose a sensing device which can measure
5. Measure actual performance
6. Interpret the difference between actual and standard
7. Taking action
Inspection
Purpose of Inspection
1. To distinguish good lots from bad lots.
2. To distinguish good pieces from bad pieces.
3. To determine if the process is changing.
4. To determine if the process is approaching the
specification limits.
5. To rate quality of product.
6. To rate accuracy of inspectors.
7. To measure the precision of the measuring instrument.
8. To secure products-design information.
9. To measure process capability.
Types of Inspection
1. Floor inspection
2. Centralized inspection
3. Combined inspection
4. Functional inspection
5. First piece inspection
6. Pilot piece inspection
7. Final inspection
Floor Inspection
Inspection is performed at the place of production.
Advantages:
1. Detection of errors of the source reduces scrap and rework.
2. Correction is done before it affects further production,
resulting in saving cost of unnecessary work on defective parts.
3. Material handling time is reduced.
4. Job satisfaction to worker as he can’t be held responsible for
bad work at a later date.
5. Greater number of pieces can be checked than a sample size.
6. Does not delay in production.
Floor Inspection (Contd.)
Disadvantages:
1. Delicate instruments can be employed.
2. Measuring or inspection equipment have to be recalibrated
3. High cost of inspection because of numerous sets of
inspections and skilled inspectors.
4. Pressure on inspector.
5. Possibility of biased inspection because of worker.
Suitability:
1. Heavy products are produced.
2. Different work centres are integrated in continuous line layout.
Centralized Inspection
Samples are brought to the inspection floor for checking.
Advantages:
1. Greater degree of inspection due to sensitive equipment.
2. Less number of inspectors and tools.
3. Equipment needs less frequency of recalibration.
4. Cost of inspection is reduced.
5. Unbiased inspection.
6. Supervision of inspectors made possible.
7. No distraction to the inspector.
Centralized Inspection (Contd.)
Disadvantages:
1. Defects of job are not revealed quickly for prevention.
2. Greater material handling.
3. High cost as products are subjected to production before
they are prevented.
4. Greater delay in production.
5. Inspection of heavy work not possible.
6. Production control work is more complicated.
7. Greater scrap.
Methods of Inspection
1. 100% Inspection
a. Every piece is separately inspected.
b. Requires more number of inspectors. Costly.
c. No sampling error.
d. Suitable only when a small number of pieces are there or a very
high degree of quality is required.
2. Sampling Inspection
a. Samples taken from different patches
b. Cheaper and quicker
c. Suitable for inspection of products which have less precision
importance and are less costly
Drawbacks of Inspection
● Inspection adds to the cost of the product but not for its
value.
● It is partially subjective, often the inspector has to judge
whether a products passes or not.
● Fatigue and Monotony may affect any inspection
judgment.
● Inspection merely separates good and bad items. It is no
way to prevent the production of bad items.
Quality Control
Define
Quality Control (QC) may be defined as a system that is used
to maintain a desired level of quality in a product or service.
It is a systematic control of various factors that affect the
quality of the product. It depends on materials, tools,
machines, type of labour, working conditions etc.
According to Juran “Quality control is the regulatory process
through which we measure actual quality performance,
compare it with standards, and act on the difference”.
Types of Quality Control
1. Off-line quality control
a. Select and choose controllable parameters in such a way that the
deviation between the output and the standard will be minimized.
2. Statistical process control
a. Compare the output of a process or a service with a standard and
taking remedial actions in case of a discrepancy between the two
3. Acceptance sampling plans
a. Determines the number of items to sample and the acceptance
criteria of the lot
Steps in Quality Control
1. Formulate quality policy.
2. Set the standards or specifications on the basis of customer’s
preference, cost and profit.
3. Select inspection plan and set up procedure for checking.
4. Detect deviations from set standards of specifications.
5. Take corrective actions or necessary changes to achieve standards.
6. Decide on salvage method i.e., to decide how the defective parts are
disposed of, entire scrap or rework.
7. Coordination of quality problems.
8. Developing quality consciousness both within and outside the
organization.
9. Developing procedures for good vendor-vendee relations.
Objectives of Quality Control
1. To improve the companies income by making the production more
acceptable to the customers
2. To reduce companies cost through reduction of losses due to
defects.
3. To achieve interchangeability of manufacture in large scale
production.
4. To produce optimal quality at reduced price.
5. To ensure satisfaction of customers with production or services or
high quality level, to build customer goodwill, confidence and
reputation of manufacturer.
6. To make inspection prompt to ensure quality control.
7. To check the variation during manufacturing.
Benefits of Quality Control
● Improving the quality of products and services.
● Increasing the productivity of manufacturing processes,
commercial business, corporations.
● Reducing manufacturing and corporate costs.
● Determining and improving the marketability of products
and services.
● Reducing consumer prices of products and services.
● Improving and/or assuring on time deliveries and
availability.
● Assisting in the management of an enterprise.
Tools for Quality Control
Seven tools for Quality Control
1. Pareto charts
2. Check sheets
3. Cause and effect diagram
4. Scatter diagrams
5. Histogram
6. Graphs or flow charts
7. Control charts
1. Pareto Chart
Prioritizes by arranging them
in decreasing order of
importance.
2. Check sheets
Facilitates systematic record
keeping or data collection
observations are recorded as
they happen which reveals
patterns or trends.
Form used to record the
frequency of occurrence of
certain product or service
characteristics related to quality.
3. Cause & Effect Diagram
Also called Fish bone diagram or Ishikawa diagram
4. Scatter Diagram (Scatter Plots)
Indicates the relationship between two variables.
5. Histograms or Bar Charts
6. Flow Chart or Graphs
Shows the sequence of events in a process.
7. Control Charts
Distinguishes special causes of variations from common
causes of variation.
Causes of variation in Quality
1. Chance causes
a. Machine vibrations
b. Voltage variations
c. Composition variation of material, etc.
2. Assignable causes
a. Lack of skill in operation
b. Wrong maintenance practice
c. New vendors
d. Error in setting jigs and fixtures
e. Raw material defects
Statistical Process Control
Control Charts
● Used to monitor the output of the process and indicate the
presence of problems requiring further action.
● Used to monitor processes where output is measured as
either variables or attributes.
1. Variable control charts: It is one by which it is possible to
measures the quality characteristics of a product.
2. Attribute control chart: It is one in which it is not possible to
measures the quality characteristics of a product, i.e., it is
based on visual inspection only like good or bad, success or
failure, accepted or rejected.
Types of Control Charts
Benefits of Control Chart
1. A control chart indicates when something may be wrong,
so that corrective action can be taken.
2. The patterns of the plot on a control chart diagnosis
possible cause and hence indicate possible remedial
actions.
3. It can estimate the process capability of process.
4. It provides useful information regarding actions to take
for quality improvement.
Quality Circles
Quality Circles
● According to Juran, quality circle defined as “a group of
workforce level people, usually from within one
department, who volunteer to meet weekly (on company
time) to address quality problems that occur within their
department.”
● Quality circle members select the problems and are given
training is problem-solving techniques.
● A quality circle can be an effective productivity
improvement tool because it generates new ideas and
implements them.
Effect of Quality Circles
● Effect on Individual Characteristics
○ Improve personal capabilities, learning specific problem-solving
tools, self respect, etc
● Effect on Individuals Relation with Others
○ Management’s respect for worker
● Effect on Workers and Their Attributes
○ Reduces conflict
QC as a Management Tool
Based on following principles
1. People want to do a good job.
2. People want to be recognized as intelligent, interested
employees and to participate in decisions affecting their
work.
3. People want information to better understand goals and
problems of their organization and make informed
decisions.
4. Employees want recognition and responsibility and a
feeling of self-esteem.
Total Quality Management
Total Quality Management (TQM)
● Quality is not a technical function, but a systemic process
extending throughout all phases of the business, e.g.,
marketing, design, development, engineering,
purchasing, production/operations.
● As per Feigebaum, “TQM is an effective system of
integrating the quality development, quality
maintenance and quality improvement efforts of 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”.
Benefits of TQM
1. Customer satisfaction oriented benefits
a. Improvement in product quality.
b. Improvement in product design.
c. Improvement in production flow.
d. Improvement in employee morale and quality consciousness.
e. Improvement of product service.
f. Improvement in market place acceptance.
2. Economic improvements oriented benefits
a. Reductions in operating costs.
b. Reductions in operating losses.
c. Reductions in field service costs.
d. Reductions in liability exposure.
International Organization for
Standardization (ISO)
ISO 9000 Series
It is an international body, which consists of representatives from
more than 90 countries.
These are non-governmental organizations, which exist to
provide common standards on international trade of goods and
services.
ISO 9000 standards expect firms to have a quality manual that
meets ISO guidelines, documents, quality procedures and job
instructions, and verification of compliance by third-party
auditors.
ISO 9000 Series
ISO 9000 series has five international standards on quality
managements.
1. ISO 9000 — Quality management and Quality assurance
standards
2. ISO 9001 — Quality systems: Quality in design
3. ISO 9002 — Quality systems: Production and Installation
4. ISO 9003 — Quality systems: Final inspection and test
5. ISO 9004 — Quality management and systems
Benefits of ISO 9000 Series
1. Competitive advantage in the global market.
2. Consistency in quality.
3. Documentation of quality procedures.
4. Ensures adequate and regular quality training for all
members.
5. Helps the customers to have cost effective purchase
procedure.
6. Reduce the quality cost and lead-time.
7. Helps in increasing productivity.
8. Improved morale and involvement of workers.
9. Job satisfaction would be more.
ISO 14000 Series
The ISO 14000 series of environmental management standards are
intended to assist organization manage the environmental effect of their
business practices.
1. ISO 14001—Specification of Environmental Management Systems
2. ISO 14004—Guideline Standard
3. ISO 14010 through ISO 14015—Environmental Auditing and
Related Activities
4. ISO 14020 through ISO 14024—Environmental Labelling
5. ISO 14031 through ISO 14032—Environmental Performance
Evaluation
6. ISO 14040 through ISO 14043—Life Cycle Assessment
7. ISO 14050—Terms and Definitions
Benefits of 14000 series
● The environmental awareness and the documentation that are
required by the ISO 14000 standards assist a company in
conforming to environmental regulations.
● Many corporations and governments will be looking for suppliers
that are ISO 14000 certified.
● Result in streamlining processes and more efficient use of resources
and raw materials and subsequently reduce a company’s costs.
● Reducing the amount of potentially dangerous substances in an end
product may result in less use of dangerous chemicals in a plant. This
leads to a safer internal environment for employees.
NOTE:
Thank you! Please refer to Chapter 6 of
‘Production & Operations
Management’ book
- Dr. Adarsh Rath
by S Anil Kumar & N Suresh