Quality Control Total Quality Management and Quality Standards

Quality Control, Total Quality Management, and Quality Standards Prepared by: Ralph Dorsainvil

Quality Control • Statistical Process Control • Control chart zone rules – 8 rules

Statistical Process Control • Control Charts – X bar – average level chart – P – fraction defective – C chart - # of defects per sample – U chart - # of defects per unit (more than one type of defect per subgroup) – R chart - ranges

X chart

P chart

Zones on a Control Chart

Zone Rules • Test 1: Extreme Points • Test 2: Two Out of Three Points in Zone A or Beyond (X bar only) • Test 3: Four out of Five Points in Zone B or Beyond (X bar only) • Test 4: Runs Above or Below the Centerline

Zone Rules (cont’d) • Test 5: Linear Trend Identification • Test 6: Oscillatory Trend Identification • Test 7: Avoidance of Zone C Test (X bar only) • Test 8: Run in Zone C Test (X bar only)

Examples

Total Quality Management • • • Deming Ishikawa Taguchi Juran Tools Used

Ishikawa

Taguchi • Loss Function

Juran • Quality Trilogy – Quality planning • Identify customers and needs – Quality Control – Quality improvement

Tools Used • 7 Basic Tools – Histograms – Check Sheets – Pareto Diagrams – Graphs – Scatter Diagrams – Cause-and-effect diagrams – Control Charts

Pareto Diagram

Scatter Diagram

Quality Standards • ISO Standards • Kano models • Blue Bird examples (pg. 85 -103)

ISO Standards • ISO 9000 and alternatives – 9001 – quality assurance in design/development, production, installation and servicing – 9002 – quality assurance in production, installation and servicing – 9003 – quality assurance in final inspection and test

• ISO 14000 – Environmental standards • Registration • Audits – Internal – External • Why? – Customer Pressure – Competitive advantage – Improved internal operations

Kano Model • • By Noriako Kano Better customer communication/Feedback 3 classes: Basic, Linear, & Delighter Requirements

Kano Model

Conclusion • Quality Control, Total Quality Management, and Quality Standards are related • Many more tools are used

Acknowledgements Berger, Roger W. , The Certified quality engineer handbook Besterfield, Dale H. , Total quality management 2 nd ed. Devor, Richard E. , Statistical quality design and control Peach, Robert W. , The ISO 9000 handbook 3 rd ed. Rao, Ashok. , Total quality management: a cross functional perspective www. ISO. org www. qualityamerica. com www. spcforexcel. com

Questions?