Download - Qc Chapter 1

Transcript
Page 1: Qc Chapter 1

PN. NUR ADILLA BINTI KASIM

QUALITY CONTROLJ5124

Page 2: Qc Chapter 1

• 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

Page 3: Qc Chapter 1

1. Besterfield, Dale H. (2004). Quality Control Seventh Edition. Pearson Prentice Hall, Singapore.

2. World Wide Web – incorporate with Quality Control

REFFERENCE

Page 4: Qc Chapter 1

QUALITY ?

Page 5: Qc Chapter 1
Page 6: Qc Chapter 1

Quality

Ability to the product or service to

consistently meet or exceed

customer requirements or

expectations.

Page 7: Qc Chapter 1

QUALITY DEFINITION

When the expression “quality” is used,

Usually think in terms of an EXCELLENT

product or service that FULFILLS or

EXCEED OUR EXPECTATION.

Page 8: Qc Chapter 1

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

Page 9: Qc Chapter 1
Page 10: Qc Chapter 1
Page 11: Qc Chapter 1

• 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

Page 12: Qc Chapter 1

Seven Dimensions of

Service Quality

1. Conveni

ence

2. Reliabili

ty

3. Assuran

ce4.

Responsivenes

s

5. Tangible

s

6. Courtes

y

7. Time

Page 13: Qc Chapter 1

• 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

Page 14: Qc Chapter 1

Determinants of Quality

• Design• How well the service/product conform to the

design• Ease of use• Service after delivery

Page 15: Qc Chapter 1

Poor Quality

1. Loss of business2. Liability3. Productivity4. Cost

Page 16: Qc Chapter 1

Responsibility of Quality

Page 17: Qc Chapter 1

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

Page 18: Qc Chapter 1
Page 19: Qc Chapter 1

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.

Page 20: Qc Chapter 1

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

Page 21: Qc Chapter 1

Inspection

Appraisal activity that compares goods or services to a standard.

Inputs

Transformation

Outputs

Acceptance

sampling

Acceptance

sampling

Process control

Production Process

Page 22: Qc Chapter 1

QUALITY CONTROL

The use of techniques and activities to

achieve, sustain and improve the quality of a product or

service.

Page 23: Qc Chapter 1

Quality Control

Process that measures output relative to a standard and takes corrective action when

output does not meet standards.

Page 24: Qc Chapter 1
Page 25: Qc Chapter 1
Page 26: Qc Chapter 1
Page 27: Qc Chapter 1
Page 28: Qc Chapter 1

Statistical Quality Control (SQC)

The term used to describe the set of

Statistical tools (QC) used by quality

professionals.

Page 29: Qc Chapter 1

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.

Page 30: Qc Chapter 1

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.

Page 31: Qc Chapter 1

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.

Page 32: Qc Chapter 1

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.

Page 33: Qc Chapter 1

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.

Page 34: Qc Chapter 1

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

Page 35: Qc Chapter 1

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.

Page 36: Qc Chapter 1

TOTAL QUALITY MNGMT (TQM)

A philosophy and a set of guiding principles

that represent the foundation of a

continuously improving organization.

Page 37: Qc Chapter 1

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.

Page 38: Qc Chapter 1

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.

Page 39: Qc Chapter 1

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.

Page 40: Qc Chapter 1

CONTINUOUS IMPROVEMENT (CI)

A systematic approach to improving a

process. It involves:

1. Document2. Measurement3. Analysis

Page 41: Qc Chapter 1

CI Goals

1. Increasing customer satisfaction2. Achieve higher quality3. Reducing waste4. Reducing cost5. Increasing productivity6. Reducing production time

Page 42: Qc Chapter 1

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


Top Related