QC QA Concept
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Transcript of QC QA Concept
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(c) Khalid Saleh 1
QA & RE
CHEG 460
Lecture I & II
Quality Assurance &Reliability Engineering
UOB Feb 2006
Khalid A Saleh
Quality Assurance & ReliabilityEngineering
UOB
Feb 06
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Quality
Oxford Dictionary The degree of excellence
ISO 9000 Degree to which a set of inherent characteristics fulfils
requirements. Crosby
Conformance to specification Juran
Fitness for use
Japanese Industrial Standards (JIS) Totality of proper characteristics of performance which arethe objects of estimation to determine whether a product orservice satisfies the purpose of use or not.
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1. Reliability 2. Durability
3. Safety 4. Timeliness
5. Accuracy of Facts 6. Responsiveness
7. Courtesy 8. Informative
9. Availability 10. Simple to Understand
11. Efficiency 12. Readiness to Assist
13. Integrity 14. Cleanliness
15. Reasonable Cost 16. Innovative
17. Flexibility 18. Practicality
IMPORTANT QUALITY CHARACTERISTICS OF OUTPUT
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Quality Control (QC) refers to the operational activities put inplace to control the quality of a product or service. These include
such activities as providing clear decisions and directions, constant
supervision by experienced individuals, immediate review of
completed activities for accuracy and completeness, and documenting
all decisions, assumptions, and recommendations. Quality control
procedures should ensure that the work is done correctly the first
time. Essentially, QC is what the project manager does to confirmthat a QA activities are effective and provide feedback upon which
further development of the QA activities can be made.
QUALITY CONTROL
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Quality Assurance (QA) refers to the certainty that products andservices meet the requirements for quality. The objective of quality
assurance is the continual improvement of the total delivery process to
enhance quality, productivity, and customer satisfaction. Essentially,
quality assurance describes the process of enforcing quality controlstandards. When quality assurance is well-implemented, progressive
improvement in terms of both reducing errors and omissions and
increasing product usability and performance should be noted. Quality
assurance should function as a "voice" for the customer, a reminder
that the work product is intended for use by a customer.
QUALITY ASSURANCE
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QA / QC
Quality Control refers to the specific activities taken to
confirm that the QA plan is effective.
Quality Assurance is a comprehensive written plan and
activities that documents the progress of a project design
for example from initial planning through final plans.
Quality Management System is....
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Quality Control Plan is a comprehensive, well-defined,
written set of procedures and activities aimed at delivering
products that meet or exceed a customer's expectations, as
expressed in contract documents and other published
sources. A quality control plan will identify theorganization or individuals responsible for quality control
and the specific procedures used to ensure delivery of a
quality product. A quality control plan will also detail the
method of accountability and documentation.
QUALITY CONTROL PLAN
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Would you do
business with
this firm?
QUALITY CONTROL PLAN
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What is Quality ? (1)
(1) Quality of Product vs. Quality of Process
(2) Quality vs. Cost / Delivery
(3) Forward-Looking Quality vs. Backward-
Looking Quality
(4) Natural Quality vs. Attractive Quality
(5) Initial Quality vs. Chronological Quality
(6) Quality of Planning, Quality of Design,
Quality of Production (Conformance),
Quality of After-Sales Service
Quality First Activities
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Process Control
ProcessInput Output
Good Result
Poor Result Maintain
Analysis of Causes
Countermeasures
Act
Control Point4 M
Quality should be built in during the Process
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Quality vs. Cost / Delivery
You can not define Quality withoutconsidering Price or Cost, and Delivery.
Q-C-D = Three Major Business Factors
Q-C-D-S-E = Major Business Factors Q-C-D-S-E = Object of Total Q.C.
Total Q.C. Total Quality Management Top-Down Approach
Bottom-Up Approach
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Forward-Looking Q. vs. Backward-Looking Q
[1]Forward-Looking Q.= Satisfaction Q.*Easy driving *Stability at a high speed
*Deluxe feeling *Comfortable riding
Human Sense Perceptions
[2]Backward-Looking Q.= Dissatisfaction Q.*Defectives *Defects *Flaws*Failures *Scratches
Attractive Quality
Natural Quality
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Role of Quality Control
[1]Forward-Looking Q.= Q. of Satisfaction
*Easy driving *Stability at a high speed
*Deluxe feeling *Comfortable riding
Attractive Quality
[2]Backward-Looking Q.=Q. of Dissatisfaction
*Defectives *Defects *Flaws *Failures *Scratches
Natural Quality
Profit Increase of Sales Forward-Looking Q.Decrease of Loss Backward-Looking Q.
Aim of Q.C.
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Initial Q. vs. Chronological Q.
[1] Apparent Quality: Wrappings / Packages
[2] Intrinsic Initial Quality
Initial Q.
Breakdown
Maintenance
LevelofQuality
Longevity of Quality Time
One Year Guarantee
Quality is:
Degrading,
Deteriorating.
Goods become:
Obsolete,
Disadvantageous.
More explanation: Bath-Tal Theory
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Q. of Planning, Q. of Design,
Q. of Production, Q. of After-Sales Service
Product Quality (Synergetic Effect)
= Q. of Planning , Q. of Design ,
Q. of Production , Q. of After-Sales Service
Quality Consciousness = Quality First
Quality of Planning Customer Requirements
Quality of Design Upstream Process
Downstream Process
Quality of Production Quality of
After-Sales Service
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VOC to Customer Satisfaction
Customer VOC True Quality CharacteristicsRequirements & Needs
Quality of PlanningConcept
Quality of DesignSubstitute Quality C.
Specification
Fitness for Use Quality of Product
CustomerSatisfaction
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What is Quality ? (2)
(1) Personal Quality vs. Social Quality
(2) Diffusion Rate vs. Quality
(3) Lifecycle Quality = Individual Product
From Production to Waste Disposal
Influence / effect on each Party
(4) Relative Quality
Changes in Environment (Needs, etc.)
Quality Values will be changed.
(5) Quality of Order
- Order of Necessity or Inevitability
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Diffusion Rate vs. Quality
Sales
Introduction
Growth
Maturity
Decline Rejuvenation
New Use
New Distribution
Product Innovation
Time
People feel a kind of satisfaction to use the rare product.
Easy-to-use is not placed an importance on the initial stage.
Special Product
Product Lifecycle
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Quality of Order
Criteria of Evaluation of Quality = Necessity
Parties concerned:
(1) Distributors
Easy to Load / Unload
Space Factor (Compact or not)
Cost of Transportation(2) Wholesaler
Easy to Stock
Easy to Exhibit
Easy to Transport
(3) Consumers who dont have a Car
Easy to carry by hand
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Taguchis Approach
Dr. Taguchis Definition:Quality is a Loss which a Product assignsto a Society after its shipment.Quality Loss is proportional to the Squares of the
Dispersion from the Target Value.
Quality Loss & Loss Function:
L = k
L = Quality Loss which arises from a Makers
Performance
k = C (Remarks: = Permissible Error , C=MakersCost)
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Explanation of Quality through
the Loss Function
M M+M-
C
Quality
Function
M=Target Value
=Permissible Error
UpperLimitofPermissibleError
LowerLimit
ofPermissibleError
Quality Loss is proportional to the Squares of the dispersion from the Target Value.
Quality Characteristic
C = k
Makers
Average
Cost
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Relationship between Cost and Quality
Cost
Shipment
Quality = Social Loss
ProductionSta
rt
Materials
Processing
Administration
Anti-Pollution
Non-Conforming
of ProcessFraction defective
Manufacturer
DistributionS
ector
Consum
ers
Others
Disposer/Rec
ycling
Way of thinking ofQuality Engineering
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True & Substitute Q Characteristics
(1) True Quality Characteristics vs.
Substitute Quality Characteristics
- Case of Newsprint Rolls:
The Paper should not tear while
being printed on by a Rotary Press.
- Cause & Effect Diagram- Way of Expressing Quality
(2) Quality is evaluated by the Mean Value
and Dispersion Control of Dispersion
- 4 M (Characteristic Causes)
- Quantification & Standardization
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True Q. Characteristic vs.
Substitute Q. Characteristic
No Tear, while being
printed on by a Roll
Press
Tensile StrengthThickness
The way it rolls
True Quality Characteristic
Selling Point
Numerical Data
Substitute Quality Characteristic
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How to express Quality
(1) Determine the Assurance Unit
(2) Determine the Measuring Method
(3) Determine the Relative Importance
of Quality Characteristics
(4) Consensus on the Defects & Flaws (5) Observe Quality Statistically
(6) Quality of Design(Targeted Quality) &
Quality of Conformance (Compatible Q.)
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Expose Latent Defectives
Latent Defectives
Defectives
Quality Control
- Reworked Goods
- Specially Accepted
Goods
- Adjusted GoodsDefectives
Extra Labor
Acceptable Products Easily Damaged in Customers use
Inspection
Go-Straight-Percentage of 95% to 100%
Clear Definition of Defects
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Quality of Design & Quality of Conformance
Customer
Requirements
Quality of
Planning
Quality of
Design
Quality of
Production
Targeted Quality Compatible Quality
Quality of
After-Sales Service
Shipment
Cost
Feed Back
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Techniques to Solve Problems (1)
QC 7-Step Problem-Solving Formula(1) Select Topic (Identify Problem)
(2) Understand Situation & Set Target
(3) Plan Activities (Decide Schedule)
(4) Analyze Causes (Decide items to tackle)
(5) Consider & Implement Countermeasures
(Plan how to implement)
(6) Check Results of Countermeasures (Effects)
(7) Standardize / Establish Control & Maintain
(Familiarize people with new methods)
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Techniques to Solve Problems (2)
The 7 QC Tools
(1) Cause-and-Effect Diagram
(2) Pareto Diagram
(3) Graphs
(4) Check Sheets
(5) Histogram
(6) Control Charts
(7) Scatter Diagram
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Techniques to Solve Problems (3)
The QC New 7 Tools
(1) Affinity Diagram
(2) Relations Diagram
(3) Tree Diagram
(4) Matrix Diagram
(5) Arrow Diagram(6) Process Decision Program Chart (PDPC)
(7) Matrix Data Analysis Method
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Techniques to Solve Problems (4)
The QC Storyline = Presentation for QCC
(1) Introduction: Describe Workplace, etc.
(2) Theme Selection: Identify Problems
(3) Fact Analysis: Current Status of the Problem
(4) Action Plan: A tentative Schedule
(5) Fact Analysis: Identify the Cause
(6) Corrective Action: Eliminate Main Cause
(7) Confirmation of Effect: Effect vs. Target
(8) Lock-in of Effect: Stabilize Conditions
(9) Review of Unsolved Problem
(10) Planning for the Future
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A Problem
=The Gap between the Actual Situation
and the Ideal Situation (Objective)
What is Quality Control ? (7)
What is a Problem ?
Ideal Situation (Objective)
Gap
G > 0G = 0, G < 0 PDCA Cycle
Actual Situation (Status Quo)
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Hidden & Already Occurred Problems
Problems to be Created
Problems to be Perceived
Already Occurred
Problems
Hidden
Problems
Top
Middle
&
Staff
Supervisor
&
Worker
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The QC Mindset (Viewpoint)
1. Total Concept
2. Statistical Concept
3. Quality Concept
4. Control & Management Concept
5. Improvement Concept
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The QC Mindset
[1] Total Concept:(1) Strengthen the Company Constitution
(2) Total Participative Management
(3) Education & Training(Employee development)
(4) QC Audits (QC Diagnosis)
(5) Respect for Humanity
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The QC Mindset
[2]Statistical Concept:(1) Use of QC Tools:
- QC 7 Tools
- QC New 7 Tools
- Other Statistical Techniques
(2) Dispersion Control:- Pay Attention to Dispersion and
Identify its Causes
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The QC Mindset
[3] Quality Concept:
(1) Quality First:
(2) Consumer Orientation
(3) The Next Process is your Customer
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The Next Process is Your Customer
Process Process Process Process
Supplier Manufacturer
Shipment
Retailer Customer
Sustainable Supply Chain
Disposers
ProcessInput Output / Input
Wholesaler
No.1 Process
No.2 Process
No.3 Process
Internal Customer
Recycle
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The QC Mindset
[4] Control Concept:
(1) The PDCA Cycle
(2) Management by Fact
(3) Process Control
(4) Standardization
(5) Source Management
(6) Policy Management
(7) Cross-Functional Management
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Three Basic Management Activities
3 Major Management Activities of TQM
[1] Policy Management
[2] Department Management
[3] Cross Functional Management
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The QC Mindset
[5] Improvement Concept:
(1) Priority Consciousness
(2) The QC 7 Step Formula
(3) Recurrence Prevention &
Prior Prevention
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Thank you
Total Quality Control,
Japanese style, is a
thought revolution in
Management.
QC begins with
Education and ends with
Education.
Dr. Kaoru Ishikawa