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Introduction To Operations Management (Session 8)

This document provides an overview of quality control processes at Korean Specialty Foods restaurant. It shows data from a customer satisfaction survey where 6 customers per day rated their experience on a scale of 1 to 12. A process control chart was created using the mean and range of the daily sample means to monitor quality. The chart shows the sample means, center line, upper control limit and lower control limit. This allows KSF to monitor daily performance and identify any issues that require corrective action.

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Sahil Gupta
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75 views19 pages

Introduction To Operations Management (Session 8)

This document provides an overview of quality control processes at Korean Specialty Foods restaurant. It shows data from a customer satisfaction survey where 6 customers per day rated their experience on a scale of 1 to 12. A process control chart was created using the mean and range of the daily sample means to monitor quality. The chart shows the sample means, center line, upper control limit and lower control limit. This allows KSF to monitor daily performance and identify any issues that require corrective action.

Uploaded by

Sahil Gupta
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Introduction to Operations

Management (Session 8)

Prof. (Dr.) Kaustav Kundu,


Assistant Professor (QT and OM area),
Office No. 306
Quality Control at Korean Specialty Foods

KSF management and quality consultants


developed a customer satisfaction survey that they
would like to use to develop a process control chart
to monitor quality. The restaurant is open six hours
a day. At random times, six customers are asked to
rate their dining experience according to the
survey. Develop a process control chart for KSF to
monitor the quality of its service.
Quality Control at Korean Specialty Foods
Sample Cust 1 Cust 2 Cust 3 Cust 4 Cust 5 Cust 6

1 7 9 1 12 5 5
2 11 1 7 12 8 3
3 7 5 3 7 2 5
4 12 7 11 5 1 11
5 4 3 5 8 4 2
6 5 11 9 7 8 7
7 7 4 6 6 3 7
8 3 12 7 8 8 9
9 1 6 6 3 8 4
10 9 10 5 2 4 7
11 1 11 3 4 11 1
12 7 12 6 2 4 12
13 2 12 11 4 12 1
14 4 8 6 9 3 5
Quality Control at Korean Specialty Foods
Sample Mean Range
1 6.5 11
2 7 11

𝑥Ӗ = 6.26, 𝑅ത =8.21, 𝐴2 =
3 4.833 5
4 7.833 11
5 4.333 6
6 7.833 6 0.48
7 5.5 4
8 7.833 9
9 4.667 7 CL = 𝑥Ӗ = 6.26,
UCL = 𝑥Ӗ + 𝐴2 *𝑅ത = 10.2008
10 6.167 8
11 5.167 10

LCL = 𝑥Ӗ - 𝐴2 *𝑅ത = 2.3192


12 7.167 10
13 7 11
14 5.833 6
Quality Control at Korean Specialty Foods

X-bar Chart
12

10

Sample Mean
8

0
1 2 3 4 5 6 7 8 9 10 11 12 13 14

Sample Number
Sample Mean CL UCL LCL
Product Design
An effective design process:
- matches product or service characteristics with
customer requirements.
- Ensures that customer requirements are met in the
simplest and least costly manner.
- Reduces the time required to design a new product.
- Minimizes the revisions necessary to make a
design workable.
Idea Generation

Perceptual • They are used to compare customer


perceptions of a company’s products with
Maps competitor’s products.

• It refers to finding the best-in-class product


or process, measuring the performance of
Benchmarking your product or process against it. Example,
FedEx for its speed.

• It refers to carefully dismantling and


Reverse inspecting a competitor’s product to look
Engineering for design features that can be incorporated
into your own product. Example, Ford.
Feasibility Study

• It assesses whether there is enough demand for the


Market Analysis proposed product to invest in developing further.

Economic • It looks at estimates of production and compares


Analysis them to estimated sales volume

Technical and • Does the new product require new technology?


Strategic Analyses • Is the risk or capital investment excessive?
Rapid Prototyping and Concurrent Engineering

Rapid Prototyping creates preliminary design


models that are quickly tested and either discarded
or further refined.
Concurrent design is the process of working on
multiple aspects of the same design at one time.
There are three types of concurrent designs: form,
functional, and production design.
Form Design

It refers to the physical appearance of a product –


its shape, color, size, and style.
Aesthetics such as image, market appeal, and
personal identification are also part of form design.
In many cases, functional design must be adjusted
to make the product look or feel right.
For example, Apple products have great form and
functional design.
Functional Design
 It seeks to meet the performance specifications of fitness for use by
the customer.
 Three performance characteristics considered during this phase of
design are reliability, maintainability and usability.
 Reliability is the probability that a given part or product will
perform its intended function for a specified length of time under
normal conditions of use.
 Maintainability (also called serviceability) refers to the ease and/or
cost with which a product or service is maintained or repaired.
𝑀𝑇𝐵𝐹
 System Availability (SA) =
𝑀𝑇𝐵𝐹+𝑀𝑇𝑇𝑅
 Usability is what makes a product or service easy to use and a good
fit for its targeted customer.
Production Design

It is concerned with how the product will be made.


Recommended approaches to production design include
- simplification,
- standardization,
- modularity,
- design for manufacture,
- design for supply chain
Design Quality Reviews
Failure mode • It is a systematic approach to analyzing
and effects the causes and effects of product
failures.
analysis

Fault tree • It is a visual method of analyzing the


analysis interrelationship among failures.

Value • It was developed by General Electric in


1947 to eliminate unnecessary features
analysis and functions in product designs.
Design for Environment
Green • Suppliers are encouraged to suggest more environmentally
friendly materials, methods, and processes, especially if
Sourcing these also reduce cost.

• Production should be carefully planned so that inventory is


Green minimized, and the manufacturing plant should be located
in close proximity to customers to minimize transportation
Manufacture and its effect on greenhouse gas emissions.

Green • Consumers can find help in identifying green products with


eco-labeling and rating agencies.
Consumption

Recycling and • When a product reaches the end of its useful life, it can be
recycled, reused, or discarded.
Reuse
Quality Function Deployment (QFD)

• QFD is a well organized approach of taking into


consideration customer needs and demands

• It is used when designing new products and


services or improving existing products and
services.

• It uses a series of matrix diagrams that resemble


connected houses.
Quality Function Deployment (Contd.)

Product
characteristics
requirements
Part
Customer

House of characteristics

characteristics
quality
Parts

Product
Process
deploymen
characteristics
t

characteristics
Process

Part
Operations
planning

characteristics
Operating

Process
requiremen
ts
Quality Function Deployment (Contd.)

Focus and give importance to customer


requirements
Reduces the delivery time
Encourages team involvement
Provides documentation
Design for Robustness
Genichi Taguchi, a Japanese industrialist and
statistician, suggests that product failure is a function
of quality.

He believes that superior quality is derived from


products that are more robust and that robust
products come from robust design.

The conditions that cause a product to operate poorly


can be separated into controllable and uncontrollable
factors.
Design for Robustness (Contd.)
From a designer’s point of view, the controllable factors
are design parameters such as material used, dimensions,
and form of processing.

Uncontrollable factors are under the user’s control such as


length of use, maintenance, setting and so on.

Taguchi developed the quality loss function in order to


emphasize that customer preferences are strongly oriented
towards consistently meeting quality expectations.

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