Transcript
PN. NUR ADILLA BINTI KASIM
QUALITY CONTROLJ5124
• Continuous Assessment consist (PB)a. Quiz (min. 4) - 30%b. Test (min. 2) - 30%c. Assignment/Tutorial - 40%
Sum = 100% ~ 50%
• Final examination (PA) - 100% ~ 50%
TOTAL = 100%
ASSESSMENT
1. Besterfield, Dale H. (2004). Quality Control Seventh Edition. Pearson Prentice Hall, Singapore.
2. World Wide Web – incorporate with Quality Control
REFFERENCE
QUALITY ?
Quality
Ability to the product or service to
consistently meet or exceed
customer requirements or
expectations.
QUALITY DEFINITION
When the expression “quality” is used,
Usually think in terms of an EXCELLENT
product or service that FULFILLS or
EXCEED OUR EXPECTATION.
ISO 9000 : 2000
“Degree to which a set of inherent characteristic fulfills requirements.”
Degree : Poor, Good and Excellent.Inherent : Existing in something,
permanent char.Char. : Quantitative and
qualitative.Requirement : Need or expectation
• Everything works: fit and finish, ride handling, accelerations.
1. Performance
• Exterior and interior design2. Aesthetics • Convenience: placements of gauges
• High Tech: cell-phone, DVD player
• Safety: anti-skid, airbags
3. Features
• Car matches manufacturer’s spec.
4. Conformance
• Infrequent needs for repairs5. Reliability
• Useful life in miles, resistance to rust6. Durability
• Top-rated7. Perceived
Quality• Service after sale
8. Serviceabilit
y
Seven Dimensions of
Service Quality
1. Conveni
ence
2. Reliabili
ty
3. Assuran
ce4.
Responsivenes
s
5. Tangible
s
6. Courtes
y
7. Time
• Was the service center conveniently located?
1. Convenience
• Was the problem fixed?2. Reliability• Were customer service
personnel willing and able to answer questions?
3. Responsiven
ess• How long did customer have to
wait?4. Time
• Did the personnel seem knowledge about the repair?5. Assurance
• Were the personnel friendly and courteous?6. Courtesy
• Were the facilities clean? Were personnel neat?7. tangibles
Determinants of Quality
• Design• How well the service/product conform to the
design• Ease of use• Service after delivery
Poor Quality
1. Loss of business2. Liability3. Productivity4. Cost
Responsibility of Quality
Quality is not the responsibility
of a single person or a team. It is the responsibility
of everyone and
it is our way of life and
one of our core values
QUALITY ASSURANCE
Systematic process of checking to see whether a product or service being developed is
meeting specified requirements to increase customer confidence and a
company's credibility, to improve work processes and efficiency.
Phase of Quality Assurance
Acceptan
ce Sampling
Process Control
Continuou
s Improve
ment
Inspection of lots before/af
ter producti
on
Inspection and
corrective action during
production
Quality built into
the process
The least progressi
ve
The most
progressive
Inspection
Appraisal activity that compares goods or services to a standard.
Inputs
Transformation
Outputs
Acceptance
sampling
Acceptance
sampling
Process control
Production Process
QUALITY CONTROL
The use of techniques and activities to
achieve, sustain and improve the quality of a product or
service.
Quality Control
Process that measures output relative to a standard and takes corrective action when
output does not meet standards.
Statistical Quality Control (SQC)
The term used to describe the set of
Statistical tools (QC) used by quality
professionals.
Statistical quality control can be divided into
Three broad categories:
1. Descriptive statistics are used to describe quality characteristics and relationships.
• Included are statistics such as the mean, standard deviation, the range,
• and a measure of the distribution of data.
Statistical quality control can be divided into Three broad categories:
2. Statistical process control (SPC) involves inspecting a random sample of the
• output from a process and deciding whether the process is producing products
• with characteristics that fall within a predetermined range. SPC answers the
• question of whether the process is functioning properly or not.
Statistical quality control can be divided into
Three broad categories:
3. Acceptance sampling is the process of randomly inspecting a sample of goods
• and deciding whether to accept the entire lot based on the results. Acceptance
• sampling determines whether a batch of goods should be accepted or rejected.
Main objective of Quality Control;
1. To gather data that would allow for the constant improvement of manufacturing processes
2. To maintain quality standards.
3. To ensure customer satisfaction.
3. To reduce the costs associated with the scrapping of defective goods.
Integrated techniques and activities;
1. Specification of what is needed.2. Design of the product or service to
meet specification.3. Production & installation to meet
the full intent of the specifications.4. Inspection to determine
conformance to specifications.5. Review of usage to provide
information for the spec. if needed.
QC vs QA
Quality control emphasizes testing of products to uncover products which do
not meet specifications (i.e., do not meet the minimum level of quality).
Quality assurance attempts to improve and stabilize production, and associated
processes, to avoid, or at least to minimize, issues that led to the products which do not meet the metrics in the first
place
CUSTOMERS1.Internal Customers:
This means if one department, individual or process within an organization. supplies another such within the same organization with goods, information or services then the latter is described as the internal customer of the former. For example, a dispatch department may be the internal customer of a packing department, which in turn may be the internal customer of the manufacturing process.
2. External Customers: External customers are those persons who come from the outside to fulfill their needs. E.g. the common people.
TOTAL QUALITY MNGMT (TQM)
A philosophy and a set of guiding principles
that represent the foundation of a
continuously improving organization.
Purpose of TQM;
1. Provide a quality product to customer.
2. Increase productivity & lower cost.
3. Enhance competitive position in the marketplace.
4. Achieve business objective of profit & growth.
5. Job security & satisfying work place.
Two primary objective of TQM;1. Zero defect.
- Zero defects is a laudable objective only where the process ability to predictably generate output within the specification limits is improved instead of widening the specification limits.
2. 100% Customer satisfaction.- Inspection of each unit of incoming material individually. 100 % inspection is time- consuming and costly.
Main principles of TQM;
1. Prevention: The cost of rectifying the defect is many times higher than the cost of avoiding them.
2. Getting things right first time: To bring the number of defects to zero.
3. Quality: On each shoulder responsible of personnel.
4. Continuous improvement: Continuous attempt made to improve quality by new tech., or method.
5. Employee involvement: Critical roles by employees at every stage of production & operation process to identify area of improvemnet.
CONTINUOUS IMPROVEMENT (CI)
A systematic approach to improving a
process. It involves:
1. Document2. Measurement3. Analysis
CI Goals
1. Increasing customer satisfaction2. Achieve higher quality3. Reducing waste4. Reducing cost5. Increasing productivity6. Reducing production time
HOMEWORK
1. Define 6SIGMA and 5S 6m
2. The difference between GUARANTEE & WARRANTEE.
4m3. Describe briefly seven (7) basic
Quality Tools below with simple diagram:
1. Flowchart 4. Pareto Diagram2. Check Sheet 5. Scatter Diagram3. Histogram 6. Control Charts7. Cause & Effect Diagram
20m
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