Quality Control 426416 4 credit Dr Soodkhet Imlao

Quality Control (426416) 4 credit Dr. Soodkhet Imlao School of Ceramic Engineering Room C 12 soodkhet@g. sut. ac. th Chapter 1 1

Introduction to Quality Control Chapter 1 2

Learning Objectives • Define and discuss quality and quality improvement )อภบายเกยวกบคำจำกดความของ คณภาพและ การปรบปรงคณภาพ ( • Define and discuss costs of quality )อภบายเกยวกบตนทนของคณภาพ ( • Discuss the different dimensions of quality )อภบายเกยวกบมตของคณภาพ ( • Discuss the quality management philosophies of W. Edward Deming, Joseph M. Juran, and Armand V. Feigenbaum )อภบาย ปรญญาของการจดการคณภาพ ( • Explain the Shewhart cycle or Deming wheel (PDCA) • Discuss the three functions: quality planning, quality assurance, and quality control and improvement) อภบายเกยวกบ การวางแผนคณภาพ การควบคมคณภาพและ การปรบปรงคณภาพ ( • Discuss quality standard system (ISO 9000)) อภบายเกยวกบ ISO 9000( Chapter 1 3 • Discuss a quality award (in Thailand)

• This is a traditional definition Q: แปลความหมายของ quality สำหรบ definition เปนภาษาไทยใหไดใจความ Chapter 1 traditional 4

This is a modern definition of quality Chapter 1 5

This is a modern definition of quality Q: แปลความหมายของ quality สำหรบ modern definition เปนภาษาไทยใหไดใจความ Chapter 1 7

The Consequences of Poor Quality • • Chapter 1 Loss of business Liability Productivity Costs 8

Costs of Quality (continued) Prevention Costs – All TQ training, TQ planning, customer assessment, process control, and quality improvement costs to prevent defects from occurring • Appraisal Costs – Chapter 1 Costs of activities designed to ensure quality or discover defects : inspection 10

Costs of Quality (continued) • Internal Failure Costs – Costs incurred to fix problems that are detected before the product/service is delivered to the customer. • External Failure Costs – Chapter 1 All costs incurred to fix problems that are detected after the product/service is delivered to the customer. 11

Matching game 1 A B 2 3 C D 4 Chapter 1 12

• The transmission example (Fig. 2 in page 6) illustrates the utility of this definition • An equivalent definition is that quality improvement is the elimination of waste. การพฒนาคณภาพคอการลดความแปรปรวนของกระบวนการและผลตภณฑ หรอคอการกำจดสวนทเสย Variation or waste Chapter 1 14

Terminology )คำศพททใชใน QC) Chapter 1 15

Terminology )คำศพททใชใน QC) • Specifications – Lower specification limit – Upper specification limit – Target or nominal values • Defective or nonconforming product )ผลตภณฑทไมเปนไปตามมาตราฐานทกำหนดไว ( • Defect or nonconformity )สงทเปนจดตำหนหรอขอบกพรองในผลตภณฑ ( • Not all products containing a defect are necessarily defective Chapter 1 16

Dimensions of Quality 1. Performance )สมรรถภาพ)- main characteristics of the product/service 2. Aesthetics )รปลกษณ ความสวยงาม, สนทรยภาพ )appearance, feel, smell, taste 3. Special Features )รปลกษณพเศษ ) - extra characteristics 4. Conformance )ความถกตองตามสเปกทกำหนด )- how well product/service conforms to standard or customer’s expectations 5. Reliability) ความนาเชอถอของผลตภณฑ )consistency of performance Chapter 1 17

Dimensions of Quality (Cont’d) 6. Durability )ความทนทาน)- useful life of the product/service 7. Perceived Quality )ความมชอเสยงดานคณภาพ )- indirect evaluation of quality (e. g. reputation) 8. Serviceability - service after sale Chapter 1 18

Examples of Quality Dimensions Chapter 1 19

Examples of Quality Dimensions (Cont’d) Chapter 1 20

Examples of Service Quality Dimension Examples 1. Convenience Was the service center conveniently located? 2. Reliability Was the problem fixed? 3. Responsiveness Were customer service personnel willing and able to answer questions? 4. Time How long did the customer wait? 5. Assurance Did the customer service personnel seem knowledgeable about the repair? 6. Courtesy Were customer service personnel and the cashier friendly and polite? 7. Tangibles Were the facilities clean, personnel neat? Chapter 1 22

Case study of poor service quality control เจบปากไปผาตด -หมอชย ดนขรบจ ปท 60 ฉบบท 18629 วนพฤหสบด แมดช. 12โวยลน ท 22 มกราคม 2552 Question: discuss this case by considering service quality dimensions? Chapter 1 23

Case study of poor service quality control Chapter 1 24

History of Quality Improvement Work standard (Taylor) Assembly line (Ford) Control chart (Shewhart) Chapter 1 25

History of Quality Improvement QC in JP Deming Cause-andeffect diagram Ishigawa Chapter 1 26

History of Quality Improvement TQC ไฟเกนบวม QC in JP Juran Chapter 1 27

The Quality Gurus • • Chapter 1 Walter Shewhart W. Edwards Deming Joseph M. Juran Kaoru Ishikawa Armand Feigenbaum Taguchi Ohno and Shingo 29

Key Contributors to Quality Management Chapter 1 30

Walter A. Shewhart (1891 -1967) • Trained in engineering and physics • Long career at Bell Labs • Developed the first control chart about 1924 Chapter 1 31

W. Edwards Deming • Taught engineering, physics in the 1920 s, finished Ph. D in 1928 • Met Walter Shewhart at Western Electric • Long career in government statistics, USDA, Bureau of the Census • During WWII, he worked with US defense contractors, deploying statistical methods • Sent to Japan after WWII to work on the census Chapter 1 32

Deming’s 14 Points 1. Create constancy of purpose toward improvement 2. Adopt a new philosophy, recognize that we are in a time of change, a new economic age 3. Cease reliance on mass inspection to improve quality 4. Do not award business to suppliers on the basis of price alone, but also consider quality 5. Improve constantly and forever the system of production and service (focus on continuous improvement) 6. Practice modern training methods and invest in on-the-job training for all employees 7. Improve leadership, recognize that the aim of supervision is help people and equipment to do a better job 8. Drive out fear 9. Break down barriers between departments Chapter 1 33

Deming’s 14 Points 10. Eliminate slogans and targets for the workforce such as zero defects 11. Eliminate numerical work standards 12. Remove barriers that discourage employees from doing their jobs 13. Institute (start) a continuing program of education and selfimprovement 14. Create a structure in top management that will strongly support the first 13 points Chapter 1 14 ขอขางตนนเปนการมงเนนใหมการเปลยน แปลงในระดบองคกร และบทบาทของฝายบรหารมสวนสำคญมากในการเปล ยนแปลงองคกร 34

Shewhart cycle (or Demming wheel): The four steps; Plan-Do-Check-Act, are often called the PDCA cycle Chapter 1 35

Joseph M. Juran • Born in Romania (19042008), immigrated to the US • Worked at Western Electric, influenced by Walter Shewhart • Emphasizes a more strategic and planning oriented approach to quality than does Deming • Juran Institute is still an active organization promoting the Juran philosophy and quality improvement practices Chapter 1 37

The Juran Trilogy 1. Planning : design/develop products or services that meet customer needs 2. Control : to ensure the products or services meet the requirement (Statistical Process Control; SPC is one of the primary tools of cool) 3. Improvement: to achieve performance and quality levels that are higher than current levels Chapter 1 38

Armand V. Feigenbuam – Author of Total Quality Control, promoted overall organizational involvement in quality, – Three-step approach 1. quality leadership 2. quality technology (statistical methods) 3. organizational commitment Chapter 1 39

Statistical Methods for Quality Control and Improvement The major areas of quality control and improvement involving statistical methods are: • Statistical process control • Design of Experiment • Acceptance sampling Chapter 1 40

Statistical Methods • Statistical process control (SPC) – Control charts, plus other problem-solving tools – Useful in monitoring processes, reducing variability through elimination of assignable causes – On-line technique • Designed experiments (DOX) – Discovering the key factors that influence process performance – Process optimization – Off-line technique • Acceptance Sampling Chapter 1 41

Statistical process control (SPC) Walter A. Shewart (1891 -1967) • Trained in engineering and physics • Long career at Bell Labs • Developed the first control chart about 1924 Chapter 1 42

Designed experiments (DOX) Chapter 1 43

Acceptance Sampling Chapter 1 44

Management Aspects of Quality Improvement Effective management of quality requires the execution of three activities: 1. Quality Planning 2. Quality Assurance 3. Quality Control and Improvement Chapter 1 45

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Quality Systems and Standards Chapter 1 49

• The ISO certification process focuses heavily on quality assurance, without sufficient weight given to quality planning and quality control and improvement Chapter 1 50

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The Malcolm Baldrige National Quality Award • The MBNQA process is a valuable assessment tool • See Table 1 -3 for Performance Excellence Criteria and point values Chapter 1 52

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Thai Quality Award Chapter 1 56