Quality Management and SQC Outline Quality Control Definition

Quality Management and SQC • Outline Quality Control – – – Definition of Quality Commonly Used Terms TQM Seven QC tools Variance reduction Control Charts DSCI 3123 1

Definition of Quality • Fitness for use - J. M. Juran • Conformance to requirements - P. B. Crosby • Meets expectations of the customer - A. Feigenbaum • The totality of features and characteristics of a product or service that bear on its ability to satisfy given needs - ANSI/ASQC DSCI 3123 2

Terms Commonly Used • • • Statistical Quality Control TQM Design of experiments Control Charts Deming’s 14 points ISO 9000 Certification DSCI 3123 3

Deming • • Overall philosophy embodied in 14 points Promoted employee empowerment Encouraged worker training Developed PDCA Cycle – – Plan Do Check Act DSCI 3123 4. Act 1. Plan 3. Check 2. Do 4

TQM • Initiated by Feigenbaum, Total Quality Control • Idea reflecting total organizational commitment to quality • Referred to as continuous quality improvement • Total Quality Management today • Buzz-word all over Corporate America DSCI 3123 5

TQM Principles • • Customer defines quality Top management must lead effort View quality as a strategic issue Quality is everyone’s responsibility Focus on continuous quality improvement Employees/Management must cooperate to establish quality Use Statistical quality control methods Training and education are fundamental to all the above DSCI 3123 6

Seven QC Tools • Flowcharts - i. e. , how a process flows 1 yes 2 3 4 no 1 a DSCI 3123 7

Seven QC Tools • Pareto Diagrams - measures the distribution of quality losses % ERRORS 61% 17% A DSCI 3123 B 13% C 5% 4% D E 8

Seven QC Tools 40 | • Histograms - a graphic summary of dispersion 0 Number 10 20 30 | | | Suggested Mean 5 DSCI 3123 10 15 20 25 Length 9

Seven QC Tools • Scatter Diagrams - depict relationships between paired data 0 Number 10 20 30 | | | 40 | Linear Relationship - possible high r value 5 DSCI 3123 10 15 20 25 10

Seven QC Tools • Cause and Effect Diagram Product Quality Service Order Processing System Customers are dissatisfied Order Fulfillment DSCI 3123 Distribution System 11

Seven QC Tools • Run Charts – Run charts are used to detect trends or patterns – Same model as scatter plots • Control Charts – Run charts turn into control charts – One of the single most effective quality control devices for managers and employees DSCI 3123 12

Control Chart • Periodic tracking of a process • Common types – Xbar, R or range, p or percent nonconforming • Elements of a control chart – upper control limit (UCL), the highest value a process should produce – central line (Xbar), the average value of consecutive samples – lower control limit (LCL), the lowest value a process should produce DSCI 3123 13

Control Charts - Xbar • Shows average outputs of a process Scale UCL Central line- Xbar LCL DSCI 3123 14

Control Charts - R • Shows the uniformity/dispersion of the process Scale UCL Central line- Rbar LCL DSCI 3123 15