Managing Quality

According to J.M. Juran: Quality is Fitness for use According to Philip Crosby: Quality is Conformance to specifications

Quality
Meeting, or exceeding, customer requirements now and in the future.

Dimensions of Quality

QUALITY

Quality of Design
Determined before the product is produced Determined by market research Translates the requirements of customers into specifications

Quality of Conformance
Producing a product that meets the specifications

The Quality Cycle

Needs

CUSTOMER Specifies quality needs

Product

MARKETING Interprets customer needs Works with customer to design product to fit operations

Interpretation of needs
ENGINEERING Defines design concept Prepares specifications Define quality characteristics

Specifications

OPERATIONS Produces the product or services QUALITY CONTROL Plans and monitors quality

Implementation of quality improvement

Define quality attributes on the basis of customer needs Decide how to measure each attribute Set quality standards Establish appropriate tests for each standards Find and correct causes of poor quality Continue to make improvements

Quality Costs
Quality Costs are classified into four categories: External failure costs, Internal failure costs, Appraisal costs, and Prevention costs.

Statistical Process Control

Assignable Causes, Random Causes.

Process Control Chart

y

Average + 3 standard deviations Quality measurement average Average - 3 standard deviations

Upper control limit (UCL)

Center line (CL)

Lower control limit (LCL)

Time

Mean Charts
The Goliath Tool Company produces slipring bearings, which look like flat doughnuts or washers. They fit around shafts or rods, such as drive shafts in machinery or motors. In the production process for a particular slip ring bearing the employees have taken 10 samples of 5 slip ring bearings (i.e., n=5). The individual observations from each sample are shown as follows:

Sample 1. 5.02 2. 5.01 3. 4.99 4. 5.03 5. 4.95 6. 4.97 7. 5.05 8. 5.09 9. 5.14 10. 5.01

5.01 5.03 5.00 4.91 4.92 5.06 5.01 5.10 5.10 4.98

Observations 4.94 4.99 5.07 4.95 4.93 4.92 5.01 4.98 5.03 5.05 5.06 4.96 5.10 4.96 5.00 4.99 4.99 5.08 5.08 5.07

4.96 4.96 4.99 4.89 5.01 5.03 4.99 5.08 5.09 4.99

The company wants to develop mean and R-chart to monitor the process variability.

Control Charts for Attributes

An electronic company manufactures several types of cathode ray tubes on a mass production basis. During the past month, tube type A has caused considerable difficulty. The following table contains data from 21 days of this troublesome period. 100 units are inspected each day. Compute the central line and 3-sigma control limits for a p-chart for this tube process.

Day

Fraction
Rejected

Day

Fraction
Rejected

1 2 3 4 5 6 7 8 9 10 11

.22 .33 .24 .20 .18 .24 .24 .29 .18 .27 .21

12 13 14 15 16 17 18 19 20 21

.46 .31 .24 .22 .22 .29 .31 .21 .26 .24

C-chart
The Ritz Hotel has 240 rooms. The hotels housekeeping department is responsible for maintaining the quality of the rooms appearance and cleanliness. Each individual housekeeper is responsible for an area encompassing 20 rooms. Every room in use is thoroughly cleaned and its supplies, toiletries, and so on are restocked each day. Any defects that the housekeeping staff notice that are not part of the normal housekeeping service are supposed to be reported to the hotel maintenance. Every room is briefly inspected each day by a housekeeping supervisor. However, hotel management also conducts inspection tours at random for a detailed, thorough inspection for quality-control purposes. The management inspectors not only check for normal housekeeping service defects like an inoperative or missing TV remote, poor TV picture quality or reception, defective lamps, a malfunctioning clock, tears or stains in the bedcovers or curtains, or a malfunctioning curtain pull. An inspection sample includes 12 rooms, i.e., one room selected at random from each of the twelve 20-room room blocks serviced by a housekeeper. Following are the results from 15 inspection samples conducted at random during a 1 month period:

 Sample
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

Number of Defects
12 8 16 14 10 11 9 14 13 15 12 10 14 17 15

The hotel believes that approximately 99 percent of the defects are caused by natural, random variations in the housekeeping and room maintenance service, with 1 percent caused by nonrandom variability. They want to construct c-chart to monitor the house keeping service.