Quality Brian Russell Exam expectations Issues associated with

Quality Brian Russell

Exam expectations Issues associated with quality are regularly tested in the written paper. It is important that you can explain the difference between quality assurance and quality control. You should also know about quality standards.

Design or manufacture? • Quality is determined by the intended users, clients or customers • It is not the same as 'expensive' or 'high quality' • Even goods with low prices can be considered quality items if they meet a market need.

Not necessarily the best • A quality product does not have to be the best possible or expensive • It does not have to be made from the highest quality materials to the most exacting standards • It does have to meet the customer requirements and expectations though

Quality Issues • • Consistency – every product the same Right first time every time Working to tolerances Check materials in as well as products out

Quality Assurance • Quality Assurance checks the systems which make the products, before, during and after manufacture. • It ensures that consistency is achieved and that it meets the required standards. Factors such as equipment, materials, processes and staff training need to be constantly monitored. • The customer is an important part of any QA system and may well be involved in the monitoring at various stages.

Quality Assurance Two key principles characterise QA: • fitness for purpose (the product should be suitable for the intended purpose) • right first time (mistakes should be eliminated).

Quality Assurance QA includes regulation of the quality of: • raw materials • assemblies, • products and components • services related to production • production and inspection processes • management

Quality Assurance • It does not just focus on the finished product • Often involves self-checking by workers of their own quality against agreed standards • Puts more emphasis on prevention of poor quality rather than checking for poor quality • Establishes quality standards and targets for each stage of production • Materials and components checked on delivery not at end of process • System can be used to trace back quality problems to the stage in production where problem might have occurred.

Quality control • One part of QA • A series of checks – size, strength, weight, taste etc.

Quality control • Quality Control is a series of checks which are carried out on a product as it is made. The checks are made to make sure that each product meets a specific standard. Some likely tests carried out on the product involve. . . • Dimensional accuracy • Weight • Electrical circuit testing • Flammability tests

A simple definition? • QA is about getting it right every time • QC is about checking that QA is working

Testing • Testing is an important part of the manufacture of a product and can take place at any time during production. For example, an injection moulded plastic bottle top could be tested after ten, a thousand or a million of them have been produced. In this particular example some of the tests would include: • Checking its diameter • Checking thickness • Whether it screws onto container

Tolerances • Acceptable range of difference from standard • Sometimes measured in plus/minus No product manufactured in quantity can be considered to be perfect in every detail

Tolerances • As every object cannot be guaranteed to accurately meet the specifications when produced in large quantities, a tolerance has to be applied. This specifies the minimum and maximum measurements. • Analysis of tolerance tests can signal the imminent failure of a machine and can help to achieve the ultimate aim of quality control which is ZERO FAULTS.

Total Quality Management • Based on the principle that everyone in the company is responsible for quality • Employees can no longer think that quality is someone else’s responsibility • Every worker should think about the quality of the work they are doing because other workers are their internal customers

Certification • Manufacturers who work to recognised standards are awarded certification • These guarantee the manufacturer not the product

BS EN ISO 9000 • One of the most important series of standards • These provide companies with a framework for developing a set of processes that ensure a commonsense approach to the management of the organisation.

ISO standards for companies • Good conformity assessment, managerial and organisational practice. • ISO 9000 is a standard laid down for companies with good quality management systems in place and is assessed and awarded by BSI

International Organization for Standardization • ISO is the world’s leading developer of International Standards. • ISO standards specify the requirements for state-of-theart products, services, processes, materials and systems. • ISO standards are designed to be implemented worldwide.

British Standards Institute • BSI devises tests that products or components have to meet. • It awards the Kitemark to those products that meet the standards.

Conformité Europeenne • Simply means that the product has been approved for sale in the European Union. • Meets basic requirements but may not have been tested against specific criteria • The letters 'CE' on a product are the manufacturer's claim that the product meets the requirements of all relevant European Directives.

CE marking – BSI interpretation • Indicates to governments that the product can be legally sold within the European Union (EU) and the European Free Trade Area (EFTA) • Ensures the product can move freely throughout the European Single Market • Indicates to customers that the product meets designated minimum safety standards and therefore a minimum level of quality • Promotes public health and safety • Enhances product credibility • Leads to improved sales and greater customer satisfaction.

Customer confidence • Trade associations provide clear guidance for manufacturers and designers and undertake their own testing • Along with other forms of certification they provide customers with a degree of confidence and an assurance that they are getting a quality product

Quality circles • A quality circle is a volunteer group composed of workers, usually under the leadership of their supervisor, who are trained to identify, analyse and solve work-related problems and present their solutions to management in order to improve the performance of the organisation, and motivate and enrich the work of employees. • Typical topics for discussion are improving occupational health and safety, improving product design, and improvement in the workplace and manufacturing processes.

Quality circles • They meet at least once a week on company time and are trained by competent persons (usually designated as facilitators) who may be personnel and industrial relations specialists trained in human factors and the basic skills of problem identification, information gathering and analysis, basic statistics, and solution generation. • Quality circles are generally free to select any topic they wish other than salary and terms and conditions. • Quality circles have the advantage of continuity; the circle remains intact from project to project.

Continuous improvement • Quality circles are often a major influence in the continuous improvement of products and are used by most successful manufacturing organisations. • Being constantly close to the product and the manufacturing systems used they are best placed to make recommendations for change.