Quality Management and SQC

1
Quality Management and SQC

• Outline Quality Control
• Definition of Quality
• Commonly Used Terms
• TQM
• Seven QC tools
• Variance reduction
• Control Charts

2
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

3
Terms Commonly Used

• Statistical Quality Control
• TQM
• Design of experiments
• Control Charts
• Demings 14 points
• ISO 9000 Certification

4
Deming

• Overall philosophy embodied in 14 points
• Promoted employee empowerment
• Encouraged worker training
• Developed PDCA Cycle
• Plan
• Do
• Check
• Act

1. Plan
4. Act
3. Check
2. Do
5
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

6
TQM Principles

• Customer defines quality
• Top management must lead effort
• View quality as a strategic issue
• Quality is everyones 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

7
Seven QC Tools

• Flowcharts - i.e., how a process flows

yes
1
2
3
4
no
1a
8
Seven QC Tools

• Pareto Diagrams - measures the distribution of
  quality losses

61
ERRORS
17
13
4
5
A B C D E
9
Seven QC Tools

• Histograms - a graphic summary of dispersion

10
Seven QC Tools

• Scatter Diagrams - depict relationships between
  paired data

Linear Relationship - possible high r value
Number 0 10 20 30 40

5 10 15 20 25
11
Seven QC Tools

• Cause and Effect Diagram

12
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

13
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

14
Control Charts - Xbar

• Shows average outputs of a process

UCL
Scale
Central line- Xbar
LCL
15
Control Charts - R

• Shows the uniformity/dispersion of the process

UCL
Scale
Central line- Rbar
LCL