Quality of Printed Products 1 Quality of Printed Products R. Chung, Professor Quality of printed products are determined by customers. Customers who have to manage complex supply chains rely on standards to specify their requirements. (Rev_2015) Copyright 2015 RIT – May not be reproduced without permission Topics ! What is a customer ! Print quality factors – Product quality – Process quality – Material quality ! Process improvement 2
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Quality of Printed Products Course 2/ 1 Quality_Print Product_2015a...your process. – Internal customers - Colleagues – External customers - Not just the one who writes the check.
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Quality of Printed Products 1
Quality of Printed Products R. Chung, Professor
Quality of printed products are determined by customers. Customers who have to manage complex supply chains rely on standards to specify their requirements.
(Rev_2015)
Copyright 2015 RIT – May not be reproduced without permission
Topics
! What is a customer
! Print quality factors – Product quality – Process quality – Material quality
! Process improvement
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Quality of Printed Products 2
Copyright 2015 RIT – May not be reproduced without permission
Quality of Printed Products
! Criteria – How effectively the entire
product meets the customer’s expectations.
– Keywords - Customer - Expectations
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What is a Customer?
! A customer is a person who brings us his/her wants. – Not an outsider to our business.
- They are a part of it. – Not a cold statistic.
- They are a flesh and blood human with feelings and emotions like our own.
– Not an interruption of our work. - They are the purpose of it.
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Who Are the Customers?
! The customer is the person who receives your process. – Internal customers
- Colleagues
– External customers - Not just the one who
writes the check.
! Internal customers – Prepress is customer services
representative’s customer. - Job jacket has been filled out
accurately and completely. – Pressroom is prepress
customer. - Color proofs and plates are
done correctly. – Postpress is pressroom’s
customer. - Color-to-color registrations
were held consistently.
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External Customers
! External customers – Purchaser/buyer
- Those who handle the product in assembly lines, e.g., packaging labels
– Final consumers - Their expectations are based
on their experiences and advertising claims.
- Quality: As in print quality - Service: Promptness, meeting
deadlines - Price: Buy more or cost less
! The customer is the person who receives your process. – Internal customers
- Colleagues
– External customers - Not just the one who
writes the check.
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Quality of Printed Products 4
Copyright 2015 RIT – May not be reproduced without permission
Print Quality Factors
! Three aspects – Product quality
- External customers know plenty about
– Process quality - Internal customers
know plenty about
– Material quality - Suppliers know plenty
about
! Product quality are those which print buyers care about. – Size – Appearance
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Finishing-related Factors
! Print-to-cut register
! Crack at fold
! Squareness
! Flatness
! Creeping
Do you think Pontiac
will pay for the ads?
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Customer’s Expectations
! What are customer’s expectations? – Functionality – Usability – Reliability performance – Supportability – Availability – Fair price
! Based on – Needs – Past experiences – Change over time due to
technology changes and advertising claims - Higher quality - Less tolerance for poor
quality - Shorter time between
order and shipment
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Customer’s Expectations
! Increased customer satisfaction will come when – A state of continuous process
improvement exists for the product.
– The rate of product improvement process occurs faster than the customer expectation change.
– Customer delight factors are recognized and addressed.
3.Generate potential solutions
4.Select & plan
solution
5.Implement
solution
6.Evaluate solution
1. Clearly define
problem2.
Analyze problem
ProblemsolvingProcess
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Process Improvement
1. Beginning with a team and a major product – Team building
- Motivation - Training - Resource allocation
– Develop the process flow chart - From the internal and external customer’s view.
– Identify critical product characteristics - At each step of the production process.
– Identify material characteristics that affect the product quality in some way. - Ink tack, viscosity, gloss, color, etc.
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Process Improvement
2. Identify the process variables that are measurable and controllable. – Solid ink density – Dot gain
3. With the use of a quality table, relate variables – Product characteristics – Material characteristics – Process variables
Infeed Roll Festoon Printing Units Oven Dryer Rewind Roll
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Process Improvement
4. Assess current capabilities – Measurement capability – Quality information system capability – Process capability
5. Develop solutions to bridge key quality gaps – Define process input and output, and measurement methods – Develop standard operating procedures – Acquire instrumentation and quality information system – Train the work force for each of the critical steps
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Copyright 2015 RIT – May not be reproduced without permission