8/29/2016
INE 311: Quality Engineering
Dr. Mahmoud Awad
Industrial Engineering Department
American University of Sharjah
Statistical Quality Control, 7th Edition by Douglas C. Montgomery.
Copyright (c) 2013 John Wiley & Sons, Inc.
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Copyright (c) 2013 John Wiley & Sons, Inc.
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1.1 Definitions – Meaning of Quality
•Quality is the totality of features and characteristics of a
product or service that bear on its ability to satisfy stated or
implied needs- this is a traditional definition provided by
ISO 9000.
•Quality= fitness for use = Quality of design+ Quality of
conformance
Chapter 1 Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 3
Copyright (c) 2013 John Wiley & Sons, Inc.
1.1 Definitions – Meaning of Quality and
Quality Improvement
1.1.1 The Eight Dimensions of Quality
1. Performance
2. Reliability
3. Durability
4. Serviceability
5. Aesthetics
6. Features
7. Perceived Quality
8. Conformance to Standards
Chapter 1 Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 4
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Service Quality Improvement-
SERVQUAL model (Parasuraman, Zeithaml, and Berry (1988)
Reliability: the ability to perform the promised
service dependably and accurately
Responsiveness: the willingness to help customers
and to provide prompt service
Assurance: the knowledge and courtesy of
employees and their ability to convey trust and
confidence
Tangibles: the appearance of physical facilities,
equipment, personnel and communication materials
Empathy: the provision of caring, individualized
attention to customers
This is a modern definition of quality
Chapter 1 Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 6
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• The transmission example illustrates the utility of this definition
• An equivalent definition is that quality improvement is the
elimination of waste. This is useful in service or transactional
businesses.
Chapter 1 Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 7
Copyright (c) 2013 John Wiley & Sons, Inc.
1-1.2 Terminology
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Terminology cont’d
• Specifications
– Lower specification limit
– Upper specification limit
– Target or nominal values
• Defective or nonconforming product
• Defect or nonconformity
• Not all products containing a defect are necessarily defective
Chapter 1 Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 9
Copyright (c) 2013 John Wiley & Sons, Inc.
1.2. History of Quality Improvement
Chapter 1 Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 10
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Copyright (c) 2013 John Wiley & Sons, Inc.
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Chapter 1 Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 13
Copyright (c) 2013 John Wiley & Sons, Inc.
History of Quality 1975-1978
1978
Interest in
quality circles
1960- Developed Quality begins in NA
control circles in Japan
1972- Developed Fishbone
and grow to
diagram TQM
Philip Crosby
Kaoru – 1979
1700-1900 1979- Quality is free
Inspection Ishikawa – Originator of the
standards Joseph Juran 1950-1975 “Zero defect” goal
(1954)
1954- invited by
Japanese to lecture on
W.E. quality management
Deming -
1938
1938 -Worked for US DOA,
W.A. US defense, USDA
Shewhart- 1950- Invited to lecture in 14 points for
1924 Japan to industry managers Management
1951- JSUE establishes
•Developed control
Deming Prize for quality
charts at Bell Lab
•Develop PDCA
cycle
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1.3 Statistical Methods for Quality
Control and Improvement
Chapter 1 Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 15
Copyright (c) 2013 John Wiley & Sons, Inc.
1.4 Management Aspects of Quality
Improvement
Effective management of quality requires the
execution of three activities:
1. Quality Planning
2. Quality Assurance
3. Quality Control and Improvement
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https://bloggeek.me/vp10-requirements/, retrieved 8/9/2015
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Copyright (c) 2013 John Wiley & Sons, Inc.
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Copyright (c) 2013 John Wiley & Sons, Inc.
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Walter A. Shewart (1891-1967)
• Trained in engineering and physics
• Long career at Bell Labs
• Developed the first control chart
about 1924
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Copyright (c) 2013 John Wiley & Sons, Inc.
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Copyright (c) 2013 John Wiley & Sons, Inc.
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PDCA example- Service
asq.org/knowledge-center/case-studies. Retrieved July 2nd 2015
23
PDCA example- Service
asq.org/knowledge-center/case-studies. Retrieved July 2nd 2015
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PDCA example- Manufacturing
Ford Explorer 2002-2005 Tailgate cracking panel
http://www.classactionsnews.com/consumer/ford-motor-company-defective-
tailgate-class-action-lawsuit. Retrieved 13/9/2015
• Ford sold nearly 1.4 million Ford
Explorers, 175k Mercury
Mountaineers, and 71k Lincoln
Aviators in the United States,
totaling roughly 1.6 million
vehicles that could be affected.
• Including parts and labor, a
repaired rear panel can cost
between $300-$800 per crack
https://c1.staticflickr.com/9/8697/16697619213_514dc74700_z.jpg,
Retrieved 13/9/2015
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1.4.1 Quality Philosophy and Management Strategy
W. Edwards Deming
• Taught engineering, physics in the
1920s, finished PhD in 1928
• Met Walter Shewhart at Western
Electric
• Long career in government
statistics, USDA, Bureau of the
Census
• During WWII, he worked with
US defense contractors, deploying
statistical methods
• Sent to Japan after WWII to work
on the census
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Copyright (c) 2013 John Wiley & Sons, Inc.
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Deming
• Deming was asked by JUSE to lecture on
statistical quality control to management
• Japanese adopted many aspects of Deming’s
management philosophy
• Deming stressed “continual never-ending
improvement”
• Deming lectured widely in North America
during the 1980s; he died 24 December 1993
Chapter 1 Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 27
Copyright (c) 2013 John Wiley & Sons, Inc.
Deming’s 14 Points
1. Create constancy of purpose toward improvement
2. Adopt a new philosophy, recognize that we are in a time of
change, a new economic age
3. Cease reliance on mass inspection to improve quality
4. End the practice of awarding business on the basis of price
alone
5. Improve constantly and forever the system of production and
service
6. Institute training
7. Improve leadership, recognize that the aim of supervision is
help people and equipment to do a better job
8. Drive out fear
9. Break down barriers between departments
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14 Points cont’d
10. Eliminate slogans and targets for the workforce such as zero
defects
11. Eliminate work standards
12. Remove barriers that rob workers of the right to pride in the
quality of their work
13. Institute a vigorous program of education and self-
improvement
14. Put everyone to work to accomplish the transformation
Note that the 14 points are about change
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Copyright (c) 2013 John Wiley & Sons, Inc.
Deming’s Deadly Diseases
1. Lack of constancy of purpose
2. Emphasis on short-term profits
3. Performance evaluation, merit rating, annual
reviews
4. Mobility of management
5. Running a company on visible figures alone
6. Excessive medical costs for employee health care
7. Excessive costs of warrantees
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Joseph M. Juran
• Born in Romania (1904-
2008), immigrated to the US
• Worked at Western Electric,
influenced by Walter
Shewhart
• Emphasizes a more strategic
and planning oriented
approach to quality than
does Deming
• Juran Institute is still an
active organization
promoting the Juran
philosophy and quality
improvement practices
Chapter 1 Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 31
Copyright (c) 2013 John Wiley & Sons, Inc.
The Juran Trilogy
1. Planning
2. Control
3. Improvement
• These three processes are interrelated
• Control versus breakthrough
• Project-by-project improvement
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JURAN’S QUALITY TRIOLOGY
Quality Control (during operations)
Quality Threshold
Cost Of Plan
Planning
of
Quality Quality
Improvement
Initial Quality Quality
Zone Control
Chronic Waste
(An opportunity Breakthrough
For Improvement) Quality
Zone
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Time
Some of the Other “Gurus”
• Kaoru Ishikawa
– Son of the founder of JUSE, promoted widespread use of
basic tools
• Armand Feigenbaum
– Author of Total Quality Control, promoted overall
organizational involvement in quality,
– Three-step approach emphasized quality leadership, quality
technology, and organizational commitment
• Lesser gods, false prophets
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Total Quality Management (TQM)
• Started in the early 1980s, Deming/Juran
philosophy as the focal point
• Emphasis on widespread training, quality
awareness
• Training often turned over to HR function
• Not enough emphasis on quality control and
improvement tools, poor follow-through, no
project-by-project implementation strategy
• TQM was largely unsuccessful
Chapter 1 Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 35
Copyright (c) 2013 John Wiley & Sons, Inc.
TQM basic requirments
1. Leadership
2. Customer satisfaction
3. Employee participation
4. Continuous process improvement
5. Supplier partnership
6. Performance measure
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Quality Costs
Chapter 1 Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 37
Copyright (c) 2013 John Wiley & Sons, Inc.
The Hidden Factory (or Office)
Chapter 1 Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 38
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Legal Aspects of Quality
• Product liability exposure
• Concept of strict liability
1. Responsibility of both manufacturer and
seller/distributor
2. Advertising must be supported by valid data
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Copyright (c) 2013 John Wiley & Sons, Inc.
Implementing Quality Improvement
•A strategic management process, focused along the
eight dimension of quality
•Suppliers and supply chain management must be
involved
•Must focus on all three components: Quality Planning,
Quality Assurance, and Quality Control and Improvement
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