Quality Improvement
(Formerly titled Quality Control 8th Edition)
Chapter 1
Introduction to Quality
PowerPoint
PowerPoint presentation
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to accompany
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Besterfield,
Besterfield, Quality
Quality Improvement,
Improvement, 9th
9th edition
edition
Textbook Outline
Introduction to Quality Improvement
Lean
Six sigma
SPC
Control Charts for Variables
Additional SPC techniques for Variables
2
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Outline (Continued)
Probability
Control Charts for Attributes
Sampling
Reliability
Management and Planning Tools
Experimental Design
Taguchi’s Quality Engineering
3
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
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
4
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Definitions
Quality
• Ratio of the perceptions of performance to expectation.
• ASQ—Each person or sector has its own.
• In tech. usage:
• The characteristics of a product or service that bear on its
ability to satisfy stated or implied needs
• A product or service that that is free of deficiencies
• ISO 9000—Degree to which a set of inherent
characteristics fulfills requirements.
• All of the above.
5
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
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.
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
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.
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Quality Improvement Tools
Tools covered in detail are: check
sheets, Pareto diagram, cause and effect
diagram, process map, run chart,
statistics, control charts, probability,
acceptance sampling, reliability and
management and plannings tools.
Tools covered briefly in this chapter are:
FMEA, QFD, ISO 9000, ISO 14000,
Benchmarking, TPM, Quality by Design,
Products Liability, IT
8
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
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 Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Quality Function Deployment (QFD)
Structural method – customers needs technical
requirements – for product development
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.
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
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?
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
QFD (continued)
6. How does a change affect technical
descriptors?
7. What is the relationship between parts
deployment, process planning, and
production planning?
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
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.
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
ISO 9000 (Continued)
Five clauses of QMS are:
Continual improvement
Management Responsibility
Resource Management
Product/ Service Realization
Measurement, Analysis, and Improvement
Related to customer requirements and
satisfaction.
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
ISO 14000 (EMS)
International standard for an environ-
mental management system (EMS).
Describes the requirements for registration
and/or self-declaration.
Requirements based on the process--not on
the products or services.
EMS policy and continual improvement for
environmental protection.
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
ISO 14000 (Continued)
The four sections are:
Environment policy,
Planning, implementation, & operations,
Checking and corrective action,
Management review.
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
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 internal processes against
industry’s best practices.
If another company can do a particular process or
practice better – you can learn from it.
Considerations, Plan, Collect, Analyze & Adapt
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
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.
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
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
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Products Liability
Consumers are initiating lawsuits in record numbers
as a result of injury, death, and property damage
from faulty product or service design or faulty
workmanship.
Reasons for injuries:
Behavior or knowledge of the user.
Environment where the product is used.
Design and production of the item.
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
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.
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
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 (
[Link]/besterfield) that
will solve many of the exercises.
Bill Gates—Automation applied to an inefficient
operation will magnify the inefficiency.
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved