CH 01

Quality Improvement
(Formerly titled Quality Control 8th Edition)
Chapter 1
Introduction to Quality
PowerPoint
PowerPoint presentation
presentation to
to accompany
accompany
Besterfield,
Besterfield, Quality
Quality Improvement,
Improvement, 9th
9th edition
edition
Textbook Outline
 Introduction to Quality Improvement
 Lean
 Six sigma
 SPC
 Control Charts for Variables
 Additional SPC techniques for Variables
2
Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc
Dale H. Besterfield Upper Saddle River, New Jersey 07458 • All Rights Reserved
Outline (Continued)
 Probability
 Control Charts for Attributes
 Sampling
 Reliability
 Management and Planning Tools
 Experimental Design
 Taguchi’s Quality Engineering
3
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
Definitions
Quality
• Ratio of the perceptions of performance to expectation.
• ASQ—Each person or sector has its own.
• In tech. usage:
• The characteristics of a product or service that bear on its
ability to satisfy stated or implied needs
• A product or service that that is free of deficiencies
• ISO 9000—Degree to which a set of inherent
characteristics fulfills requirements.
• All of the above.
5
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.

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.

Quality Improvement Tools
 Tools covered in detail are: check
sheets, Pareto diagram, cause and effect
diagram, process map, run chart,
statistics, control charts, probability,
acceptance sampling, reliability and
management and plannings tools.
 Tools covered briefly in this chapter are:
FMEA, QFD, ISO 9000, ISO 14000,
Benchmarking, TPM, Quality by Design,
Products Liability, IT
8
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.

Quality Function Deployment (QFD)
 Structural method – customers needs technical
requirements – for product development
 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.

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?

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

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.

ISO 9000 (Continued)
 Five clauses of QMS are:
 Continual improvement
 Management Responsibility
 Resource Management
 Product/ Service Realization
 Measurement, Analysis, and Improvement
 Related to customer requirements and
satisfaction.

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.
 EMS policy and continual improvement for
environmental protection.

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

Benchmarking
 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 internal processes against
industry’s best practices.
 If another company can do a particular process or
practice better – you can learn from it.
 Considerations, Plan, Collect, Analyze & Adapt

Total 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.

Quality 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

Products 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.

Information 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.

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.


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Quality Improvement

(Formerly titled Quality Control 8th Edition)

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

Quality Improvement, 9e © 2013, 2008 by Pearson Higher Education, Inc

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