A.

A TEGBARED POLY
TECHINC COLLEGE

Apply quality control

Ass.Instructor Mullugeta G.
 Quality
 It is the standard of product or service as
measured against other thing of similar kind of
product and The degree of excellence of something
like service product
 Metering of fitness for our service or product and
requirement of the customer.
 A high standard or level.

 Degree of excellence.

 Satisfaction of customer’s needs or requirements.

Ass.Instructor Mullugeta G. 2
 The ability to make the same thing the same
way, over and over again
 Customer buys today is same as what they
bought last week or will buy next week
 Product meets customer’s expectations
100% of the time

Ass.Instructor Mullugeta G. 3
Internal and External Benefits
of Quality
Internal
 Reduces costs
 Increases dependability
 Increases speed
 Boosts moral
 Increases customer retention
 Increases profit
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 External
 Customer gets correct product or service
 Correct specifications
 Customer satisfaction
 Customer retention

Ass.Instructor Mullugeta G. 5
 Quality in different areas
Area Examples
Airlines On-time, comfortable, low-cost service
Correct diagnosis, minimum wait time, lower cost,
Health Care
security
Food Services Good product, fast delivery, good environment
Postal Services fast delivery, correct delivery, cost
Proper preparation for future, on-time knowledge
Academia
delivery
Insurance Payoff on time, reasonable cost
Military Rapid deployment, decreased wages, no graft
Automotive Defect-free, comfortable, new technology, safty
Communications Clearer, faster, cheaper service

Ass.Instructor Mullugeta G. 6
 Dimensions of Quality
1. Performance
2. Reliability:
3. Durability
4. Serviceability
5. Aesthetics:
6. Features:
7. Perceived Quality:
8. Conformance to Standards:

Ass.Instructor Mullugeta G. 7
 Dimensions of Quality
Example: product- TV
1. Performance - Primary Characteristics, such as brightness
2. Features – Secondary Characteristics, Remote Control
3. Conformance - Meeting Specifications or Standards
4. Reliability – Consistency of Performance over time-fail
5. Durability - Useful life, include repair.
6. Service - Resolution of problems, ease of repair.
7. Response - Human relations with Customers.
8. Aesthetics - Sensory Features.
9. Reputation - Past performance, Company Image

Ass.Instructor Mullugeta G. 8
 Quality system

 Develop a quality system and a manual

that describes it.
 Your quality system should ensure that
your products conform to all specified
requirements

Ass.Instructor Mullugeta G. 9
 Your quality manual should
• State your quality policy.
• List your quality objectives.
• Provide an overview of your quality system.
• Describe the structure of your organization.
• Discuss your quality system procedures.
• Introduce your quality documents and records.
• Teach people about your quality system.
• Control quality system work practices

Ass.Instructor Mullugeta G. 10
 Quality policy

 Quality policy is a document jointly

developed by management and quality
experts to express the quality objectives
of the organization, the acceptable level
of quality and the duties of specific
departments to ensure quality.

Ass.Instructor Mullugeta G. 11
 Your quality policy should
 State a clear commitment to quality.
 Recognize customer needs and expectations.
 Be actively supported by senior management.
 List the quality objectives you want to
achieve.
 Be understood by everyone in the
organization.

Ass.Instructor Mullugeta G. 12
 Quality control
 Statically control of the relative quality of a manufactured
product, usually by statistical sampling techniques and the
overall system of operational techniques and activities that
are used to fulfill requirements for quality.
 The QC activities are used to produce and document the
quality of the end product.
 Quality control perform in two type
Internal control
Acceptance sampling

Ass.Instructor Mullugeta G. 13
 Internal sampling
 It is done or performs before finishing the
product at individual and single station.
 To perform this quality check may be using
different method like quality sensor,
component sensor, and other internal
quality check machinery.

Ass.Instructor Mullugeta G. 14
 Acceptance sampling
 Is check or perform when the work is finished or
at the final product by random sample selection
from the same material used product and check
based on company or organization quality control
method.
 In this learning out came or portion the focusing
area is on the work area or in the product rather
than the input material or other quality check
criteria focused area.
Ass.Instructor Mullugeta G. 15
 What are standards?
 Standards are documented agreements
containing technical specifications or other
precise criteria to be used consistently as
rules, guidelines, or definitions of
characteristics, to ensure that materials,
products, processes and services are fit for
their purpose.

Ass.Instructor Mullugeta G. 16
 A system for ensuring the maintenance or
product is that in proper standard or not.
 It may be check by periodic random
inspection of product.

Ass.Instructor Mullugeta G. 17
 What is ISO?
 The International Organization for
Standardization (ISO) is a worldwide
federation of national standards bodies from
some 100 countries, one from each country.
 ISO is a non-governmental organization
established in 1947.

Ass.Instructor Mullugeta G. 18
 ISO
 The mission of ISO is to promote the
development of standardization and related
activities in the world with a view to
facilitating the international exchange of
goods and services, and to developing
cooperation in the spheres of intellectual,
scientific, technological and economic
activity.
Ass.Instructor Mullugeta G. 19
 Quality Control (QC)
 is a system of routine technical activities, to
measure and control the quality of the inventory
as it is being developed.
 is a set of activities for ensuring quality in
products. The activities focus on identifying
defects in the actual products produced.
 aims to identify (and correct) defects in the
finished product. Quality control, therefore, is a
reactive process.
Ass.Instructor Mullugeta G. 20
Quality Tools And Techniques
 The 7 QC tools are simple statistical tools used
for problem solving.
 7 QC tools are the means for collecting data,
analyzing data, identifying root causes and
measuring the results.
 7 QC tools are not only used for quality
problems, but also for productivity Kaizen, cost
reduction, delivery date improvement etc.

Ass.Instructor Mullugeta G. 21
Why use 7 QC Tools
 They are easy to use. They can be
mastered in a few hours of study.
“Simple is beautiful”.
 They are easy to understand.
 They can be used by everybody
working together.

Ass.Instructor Mullugeta G. 22
What are 7 QC Tools ？
1. Check sheet
2. Pareto chart
3. Cause and effect diagram
4. Histogram
5. Scatter chart
6. Graph
7. Control chart
Ass.Instructor Mullugeta G. 23
 Check sheet
 Simple tools for data collection, ensure completeness.
Purpose:
 Tool for collecting and organizing measured or counted data
 Data collected can be used as input data for other quality
tools
Benefits:
 Collect data in a systematic and organized manner
 To determine source of problem
 To facilitate classification of data (stratification

Ass.Instructor Mullugeta G. 24
 Concentrating defects into major causes or categories.
 Facilitate systematic record keeping or data collection.

 A check sheet is a structured, prepared form for

collecting and analyzing data. This is a generic tool that
can be adapted for a wide variety of purposes.
 It is a collection of daily/weekly or monthly records
(based on the frequency of the occurrence of the problem
or cause).

Ass.Instructor Mullugeta G. 25
Ass.Instructor Mullugeta G. 26
 After recording the data like this, the team will discuss for
each occurrences and their causes in detail. After thorough
discussion on the data, solutions for the problems and how
to sustain improvements are proposed.
Phases of Using Check Sheet
It has two phases, namely:
1. Define – specify from which section of the company to
collect data, what problems to address, and the time period.
2. Measure – record the occurrences of each problem in each
specific period.

Ass.Instructor Mullugeta G. 27
 2. Flow chart
 It is picturing the process.
 It uses to allow a team to identify the actual flow or
sequence of events in a process that any product or
service follows.
Define – this phase identifying which process to study
and draw the process flow of the current process.
Measure – identifying problems in the current flow chart
Improve – Improving the flow chart to solve the
identified problem

Ass.Instructor Mullugeta G. 28
  A flow chart is a pictorial representation showing all
of the steps of a process.
 Creating a Flow Chart
 First, familiarize the participants with the flow chart
symbols.
 Draw the process flow chart and fill it out in detail
about each element.
 Analyze the flow chart. Determine which steps add
value and which don’t in the process of simplifying
the work

Ass.Instructor Mullugeta G. 29
Symbols Used to draw flow chart
Process Terminal

Alternate Process Preparation

Decision
Manual Input

Data Manual Operation

Predefined Process Off-page Connector

Internal Storage On-Page Connector

Document Card

Multi-document
Punched Tape

30
 Acme Pizza Example
(Flowchart)
Window Take Customer Money?
(start) Order
yes
no Get Pizza

Lockup
Put More in
Oven No 2 Pies
Available?
yes
Time no
to close? yes
Take to Customer
 Make a flowchart for:
 Taking a shower
 Cooking dinner
 Driving a car
 Having a party
 how to repair a car”

Creating a Flowchart any other processes you can

think of?

Ass.Instructor Mullugeta G. 32
 3. Pareto Charts
 Pareto analysis helps graphically display results
so the significant few problems emerge from the
general background
 Pareto charts are used to identify and prioritize
problems to be solved first .
 Very similar to Histograms
 It considers the 80/20 concept – 80% of the
problems are caused by 20% of the causes
 Use of percentages to show importance

Ass.Instructor Mullugeta G. 33
 How is it done?
 Create a preliminary list of problem
classifications.
 Tally the occurrences in each problem
classification.
 Arrange each classification in order from
highest to lowest
 Construct the bar chart

Ass.Instructor Mullugeta G. 34
 Acme Pizza (part 2)
Slices Frequency
0 1
1 33
2 65
3 8
4 12
5 0
6 0
7 1
 Acme Pizza (part 2)
 The completed Pareto Analysis results in the following graph:

70
60
50

40
# times ordered

30

20
10
0
21 21 43 3
4 75 56 67
Slices of Pizza
 Weighted
Defect Total Cost cost
Gap 4 200 800
Dent 104 2 208
Hole 20 5 100
Crack 10 8 80
Scratch 42 1 42
Others 14 1 14
Stain 6 1 6

Ass.Instructor Mullugeta G. 37
 900

800

700

600
Weighted Cost

500

400

300

200

100

0
Gap Dent Hole Crack Scratch Others Stain
Weighted cost 800 208 100 80 42 14 6

Ass.Instructor Mullugeta G. 38
4. Cause-and-Effect Diagram
 The cause and effect diagram is also called
the fishbone diagram
 Graphical representation of the trail
leading to the root cause of a problem.
Step 1 - Identify the Problem
Step 2 - Draw “spine” and “bones”

Ass.Instructor Mullugeta G. 39
 Constructing a Fishbone Diagram
 Step 1 - Identify the Problem
 Step 2 - Draw “spine” and “bones”

Example: High Inventory Shrinkage at local Drug Store

Shrinkage
 Cause & Effect Diagrams
Sample
Manpower Materials

Typos
Source info incorrect
Wrong source info
Didn’t follow proc.

Po
Dyslexic
Wrong purchase order
or
Transposition
t ra
in i
ng Incorrect
Glare on shipping
Temp. display documents
Corrupt
data
No training
Environmen
No procedure
t Keyboard sticks
No communications

Software problem

Methods Machine
Asking Questions has a great importance in drawing cause and effect diagram.
Example:
Q: Why was the driver USING THE WRONG GEAR?
A: The driver couldn't hear the engine.
Q: Why couldn't the driver hear the engine?
A: The radio was too loud.
A: Poor hearing
Q: Why were the TIRES UNDERINFLATED?
A: No record of tire pressure
A: Difficult air stems
Q: Why were the air stems difficult?
A: Poor design
Q: Why was MAINTENANCE POOR?
A: Lack of money
A: No awareness
Q: Why was WRONG OCTANE GAS used?
A: Didn’t know recommended octane
Q: Why wasn’t recommended octane known? 42
A: No owner's manual
 5. Scatter Diagram
 Scatter Diagrams are used to study and identify
the possible relationship between the changes
observed in two different sets of variables.
 Dots representing data points are scattered on the
diagram.
 It is common that the “cause” variable be labeled
on the X axis and the “effect” variable be labeled
on the Y axis.

Ass.Instructor Mullugeta G. 43
Minutes Cooking Defective Pies
10 1
45 8
30 5
75 20
60 14
20 4
25 6

Ass.Instructor Mullugeta G. 44
 Scatter Diagrams
•Easier to see
direct relationship 25

20
Defective Pizzas
15

10

0
0 20 40 60 80

Time Cooking
(minutes)
 6. Run Chart
 A run chart is a plot of the data in the order of
time for tracking trends
 In the strictest sense, a run chart is 100%
inspection, e.g., a particular quality characteristic
is measured on each piece and that measurement is
plotted, keeping the time order.

Ass.Instructor Mullugeta G. 46
 Creating a Run Chart
Creating a Run Chart
– Gathering Data
• Some type of process or operation must be available to take measurements for
analysis.
– Organizing Data
• Data must be divided into two sets of values X and Y. X values represent time and
values of Y represent the measurements taken from the manufacturing process or
operation.
– Charting Data
• Plot the Y values versus the X values.
– Interpreting Data
• Interpret the data and draw any conclusions that will be beneficial to the process or
operation.

Ass.Instructor Mullugeta G. 47
 An Example of Using a Run Chart
– An organization’s desire is to have their product arrive
to their customers on time, but they have noticed that it
doesn’t take the same amount of time each day of the
week. They decided to monitor the amount of time it
takes to deliver their product over the next few weeks.

Ass.Instructor Mullugeta G. 48
 7. Control Charts
 Control charts are used to determine
whether a process will produce a product or
service with consistent measurable
properties.

Ass.Instructor Mullugeta G. 49
 Six Sigma
 Six Sigma is a business improvement
approach that seeks to find and
eliminate causes of defects and errors
in manufacturing and service processes
by focusing on outputs that are critical
to customers and results in a clear
financial return for the organization.

Ass.Instructor Mullugeta G. 50
Phase of six sigma
 six sigma projects are built on a DMAIC
framework of five phase
 a phase each contain a set of tool and
techniques that guide the problem solver
through the important process from staret to
finish.

Ass.Instructor Mullugeta G. 51
Six Sigma’s DMAIC Process
1. Define: identify customers and their priorities;
identify and define a suitable project; identify
CTQs (critical to quality characteristics).
2. Measure: determine how to measure the
process and how it is performing; identify key
internal processes that influence CTQs and
measure current defects.
3. Analyze: determine likely causes of defects
and understand why defects are generated by
identifying key variables that cause process
variation.
4. Improve: identify means to remove
causes of defects; confirm key variables;
modify the process to stay within
acceptable range.
5. Control: determine how to maintain
improvements; put tools in place to
ensure that key variables remain within
acceptable ranges under the modified
process.
END
Ass.Instructor Mullugeta G. 54