Int 327 ch01

Quality Improvement
(Formerly titled Quality Control 8th Edition)
PowerPoint presentation to accompany
Besterfield, Quality Improvement, 9th edition
Chapter 1Chapter 1
Introduction to QualityIntroduction to Quality

Quality Improvement, 9e
Dale H. Besterfield
© 2013, 2008 by Pearson Higher Education, Inc
Upper Saddle River, New Jersey 07458 • All Rights Reserved
Textbook Outline
Introduction to Quality Improvement
Lean
Six sigma
SPC
Control Charts for Variables
Additional SPC techniques for Variables
2

Dale H. Besterfield
Outline (Continued)
Probability
Control Charts for Attributes
Sampling
Reliability
Management and Planning Tools
Experimental Design
Taguchi’s Quality Engineering
3

Dale H. Besterfield
Learning Objectives
When you have completed this chapter you should be able to:
Define quality, quality control, quality improvement, statistical
quality control, quality assurance, and process.
Be able to describe FMEA, QFD, ISO 9000, ISO 14000, Benchmarking,
TPM, Quality by Design, Products Liability, and IT
4

Dale H. Besterfield
Definitions
Quality
• Ratio of the perceptions of performance to expectation.
• ASQ—Each person or sector has its own.
• ISO 9000—Degree to which a set of inherent characteristics fulfills
requirements.
• All of the above.
5

Dale H. Besterfield
Definitions (Continued)
Quality Control--Use of techniques to achieve and sustain the quality.
Quality Improvement--Use of tools and techniques to continually improve
the product, service, or process.
Statistical Quality Control—Use of statistics to control the quality.

Dale H. Besterfield
Definitions (Continued)
Quality Assurance--Planned or systematic actions necessary to provide
adequate confidence that the product or service will satisfy given
requirements.
Process--Set of interrelated activities that uses specific inputs to
produce specific outputs. Includes both internal and external
customers and suppliers.

Dale H. Besterfield
Quality Improvement Tools
The previous textbook outline slide provides the tools covered.
Tools covered briefly in this chapter are:
FMEA, QFD, ISO 9000, ISO 14000,
Benchmarking, TPM, Quality by Design,
Products Liability, IT
8

Dale H. Besterfield
Failure Mode & Effect Analysis (FMEA)
• Identifies foreseeable failure modes and plans for elimination.
• Group of activities to:
• Recognize and evaluate potential failures,
• Identify actions that could eliminate or reduce them,
• Document the process.
• Two types – design and process.

Dale H. Besterfield
Quality Function Deployment (QFD)
• Identifies and sets priorities for process improvement.
• Multifunction team uses ‘voice of the customer’ to achieve results
throughout the organization.
• It reduces start-up costs and design changes that lead to increased
customer satisfaction.

Dale H. Besterfield
QFD (Continued)
• Answers the following questions:
1.What do customers want?
2.Are all wants equally important?
3.Will delivering perceived needs yield a competitive advantage?
4.How can we change the product, service, or process?
5.How does a change affect customer perception?

Dale H. Besterfield
QFD (continued)
6. How does a change affect technical descriptors?
7. What is the relationship between parts deployment, process planning, and
production planning?

Dale H. Besterfield
ISO 9000 (QMS)
• ISO Stands for International Organization for Standards.
• QMS stands for Quality Management System.
• The standard, recognized by over 100 countries, is divided into
three parts.
• Fundaments and vocabulary,
• Requirements, and
• Improvement guidance.

Dale H. Besterfield
ISO 9000 (Continued)
• Five clauses of the requirement’s part are:
• Continual improvement
• Management Responsibility
• Resource Management
• Product Realization
• Measurement, Analysis, and Improvement
• Related to customer requirements and satisfaction.

Dale H. Besterfield
ISO 14000 (EMS)
 International standard for an environ-mental management
system (EMS).
 Describes the requirements for registration and/or self-
declaration.
 Requirements based on the process--not on the products or
services.
 Continual improvement for environmental protection.

Dale H. Besterfield
ISO 14000 (Continued)
• The four sections are:
• Environment policy,
• Planning, implementation, & operations,
• Checking and corrective action,
• Management review.

Dale H. Besterfield
BenchmarkingBenchmarking
• Benchmarking was developed by Xerox in 1979. The idea is to find
another company that is doing a particular process better than your
company, and then, using that information to improve the process.
• Constant testing of industry’s best practices.

Dale H. Besterfield
Total Productive MaintenanceTotal Productive Maintenance
• Total Productive Maintenance (TPM)is a technique that
utilizes the entire work force to obtain the optimum use of
equipment.
• The technical skills in TPM are: daily equipment checking,
machine inspection, fine-tuning machinery, lubrication,
trouble-shooting, and repair.

Dale H. Besterfield
Quality by DesignQuality by Design
• Quality by Design is the practice of using a multidisciplinary team to
conduct product or service conception, design, and production
planning at one time.
• The major benefits are faster product development, shorter time to
market, better quality, less work-in-process, fewer engineering change
orders, and increased productivity

Dale H. Besterfield
Products LiabilityProducts Liability
 Consumers are initiating lawsuits in record numbers as a result of injury,
death, and property damage from faulty product or service design or faulty
workmanship.
 Reasons for injuries:
 Behavior or knowledge of the user.
 Environment where the product is used.
 Design and production of the item.

Dale H. Besterfield
Information TechnologyInformation Technology
• Information Technology is defined as computer technology (either
hardware or software) for processing and storing information, as well
as communications technology for transmitting information.

Dale H. Besterfield
Computer Program
• EXCEL has the ability to perform calculations using Formulas/More
Functions/Statistical and Formulas/Math & Trig Tabs.
• There are EXCEL program files on the website (
www.pearsonhighered.com/besterfield) that will solve many of the
exercises.
• Bill Gates—Automation applied to an inefficient operation will
magnify the inefficiency.

Dale H. Besterfield
Instructor
The remaining slides are from the 8th
edition.

Dale H. Besterfield
The Dimensions of Quality
DIMENSIONDIMENSION MEANINGMEANING
Performance Primary product characteristics
Features Secondary characteristic
Conformance Meeting specifications or industry standards
Reliability Consistency of performance over time
Durability Useful life
Service Resolution of problems and complaints
Response Human-to-human interface
Aesthetics Sensory characteristics
Reputation Past performance and other intangibles
24

Dale H. Besterfield
Historical Review
Skilled craftsmanship during Middle Ages
Industrial Revolution: rise of inspection and separate quality
departments
Statistical methods at Bell System (1924)
The American Society for Quality (1946)
Deming (1950)
Juran (1954
25

Dale H. Besterfield
Historical Review (Continued)
First Quality Control Circles (1960)
1980s
TQM
Statistical Process Control, SPC
Malcolm Baldrige National Quality Award
Taguchi
ISO (1990)
Via Internet (2000)
26

Dale H. Besterfield
Responsibility for Quality
27
CustomerCustomer
ServiceService
Packaging andPackaging and
StorageStorage
InspectionInspection
and Testand Test
ProductionProduction
ProcessProcess
DesignDesign
ProcurementProcurement
DesignDesign
EngineeringEngineering
MarketingMarketing
QualityQuality
ProductProduct
OrOr
ServiceService

Dale H. Besterfield
Responsibility for Quality
Marketing
Help to evaluate the level of product quality that a
customer wants, needs..
Design Engineering
Translate the customer’s requirements into operating
characteristics, exact specifications, and appropriate
tolerances
Procurement
Responsible for procuring quality materials and
components
28

Dale H. Besterfield
Responsibility for Quality (Continued)
Process Design
Develops processes and procedures
that will produce a quality product/service
Production
Produce quality products and services
Inspection and Test
Appraise the quality of purchased and manufactured items
and to report the results
29

Dale H. Besterfield
Responsibility for Quality (Continued)
Packaging and Storage
Preserve and protect the quality of the product
Inspection and Test
Appraise the quality of purchased and manufactured items and to
report the results
Service
Fully realizing the intended function of the product during its expected
life
30

Dale H. Besterfield
Chief Executive Officer
The highest-ranking executive officer within a
company or corporation, who has responsibility
for overall management of its day-to-day affairs
under the supervision of the board of directors
31

Dale H. Besterfield
Chief Executive Officer (Continued)
Ultimate responsibility for quality
35% of the time is spent on quality
Quality performances
32

Dale H. Besterfield
Computers & Quality Control
33
Can be programmed to perform
complex calculations, to control a
process or test, to analyze data, to
write reports, and to recall
information on command

Dale H. Besterfield
(Continued)Benefits:
Information is stored in the computer and transmitted efficiently
to remote terminals
Information is provided to employee at the same time the work
assignment is given
Ability to quickly update or change the information
The probability of fewer errors
34

Dale H. Besterfield
(Continued)
Benefits:
Powerful tool to help in the improvement of quality
The use of computers in quality is as effective as the people who
create the total system
35

Dale H. Besterfield
(Continued)Quality functions needs:
Data collection
Data analysis and reporting
Statistical analysis
Process control
Test and inspection
System design
36

Dale H. Besterfield
(Continued)Data collection:
The decision as to how much data to collect and analyze is based
on the reports to be issued, the processes to be controlled, the
records to be retained, and the nature of the quality
improvement program
37

Dale H. Besterfield
Computer & Quality Control
(Continued)Data collection cont’d.:
Computers are well suited for the collection of data
Faster data transmission, fewer errors, and lower collection costs can be
achieved
Multiple sources of data can be used
Identifiers are necessary for data analysis, report preparation, and record
traceability
38

Dale H. Besterfield
(Continued)Data analysis and reporting:
Quality info is stored in the computer for retrieval at a future time,
analyzed, reduced, and disseminated in the form of a report
The analysis, reduction, and reporting are programmed to occur
automatically in the system
39

Dale H. Besterfield
(Continued)Data analysis and reporting cont’d.:
Data can be easily summarized
Data can be analyzed as they are being accumulated and corrective
actions are taken in real time
Analysis of data using tools such as: Pareto, Histogram, Software
programs (Excel), Charts are made easier
40

Dale H. Besterfield
(Continued)
Statistical analysis:
Use of Statistical packages
The quality engineer can specify a particular sequence of statistical
calculation to use for a given set of conditions
Time is saved and the calculations are error-free
41

Dale H. Besterfield
(Continued)
Statistical analysis
 Benefits:
No more time-consuming manual calculations
One-time problem
Process control
42

Dale H. Besterfield
(Continued)Process control:
Computer programs control the sequence of events performed during
a process cycle
Keep the measurement and control of critical variables on target with
minimum variation and within acceptable control limits
43

Dale H. Besterfield
(Continued)
Process control cont’d.:
Computer numerically controlled (CNC) machines, robots, and
automatic storage and retrieval systems (ASRS)
Benefits:
• Constant product quality
• More uniform startup and shutdown
44

Dale H. Besterfield
(Continued)
Process control cont’d.:
Benefits cont’d.:
High productivity (less employees)High productivity (less employees)
Safer operation for personnel and equipmentSafer operation for personnel and equipment
45

Dale H. Besterfield
(Continued)
Test and Inspection:
Automated test systems can be programmed to perform a complete
quality audit of a product
Disadvantage:
• High cost of the equipment
46

Dale H. Besterfield
(Continued)Test and Inspection:
Advantages:
Improve test quality
Lower operating cost
Better report preparation
Improve precision
Automatic calibration
Malfunction diagnostics
47

Dale H. Besterfield
(Continued)
System Design:
The integration of the diverse quality function with other activities
requires an extremely sophisticated system design
Expert systems are computer programs that capture the knowledge
of experts as a set of rules and relationships used for such
applications as problem diagnosis
48

Int 327 ch01

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