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To

To be
be the
the Strongest
Strongest Company
Company
with
with QC
QC

May 2004
Komatsu Ltd
Quality Assurance Department

1
Introduction
• There are many problems to eliminate
defects or to deal with the job well.
In this course, you learn the bases of
the quality control (QC) which is the
traditional “way of thinking and tool
for solving the problems” of Komatsu,
and which is effective in solving the
problems in such cases.
Also QC way help you when achieving
target committed.
2
Komastu has restarted TQC
1. Introduction stage:
QC activity was introduced as a company
policy in 1961.
2. Initial stage:
Drastically improved products and awarded
Deming prize in 1964.
3. Progress stage:
Further progress and Nippon QC prize was
awarded in 1984.
4. Turning stage:
QC activities were shrunk since 1984 then
in 2002, Komatsu decided to re-challenge it
covering loop of quality as New approach.
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What Quality Control is?

1. Why do we study Quality Control?


2. What has Komatsu been done?
3. What is Quality Control?
4. QC sense and QC story

4
1.
1. Why
Why do
do we
we study
study Quality
Quality Control?
Control?
There are several Quality Assurance system
in the world such as ISO, 6σ and TQC.

Komatsu has long history, more than 40


years, of QC and has been supplying the
best products to the Customer improving
Quality based on QC time by time.

Therefore the “word of QC” has to be a


common language globally in all of our
group.
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History of Quality Control
Control
In 1924 in the United States, Dr. W. A.
Shewhart created a Control Chart to
control brightness when producing an
electric bulb. This was the start of
modernized Quality Control.
Since then, US Army adopted this method
when procuring goods. This resulted
SQC activity in the companies.
Quality Control was originated in USA.

6
continued

After the 2nd World War, Dr.


W. E. Deming had Survey
Design
introduced “Deming Cycle” Service
(Plan)
(Check)
to encourage Japanese
economy in Japan.
Original
Deming Cycle
This cycle showed redesign
shall be done after the
check then improvement Inspections
Prod.
of production processes Sales
(do)
and improvement of (See)
inspection and or sales
method be followed.
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DEMING CYCLE
Rely on the
Company
Servicing
Designing
Surveying

Use Permanent
Permanent
Statistical Company’s
method Company’s
Progress
Progress

Selling Manufacturing

Sense of Quality mind and Responsibility for Quality


8
continued
Thus QC had been growing up in Japan and
the Deming cycle is modified slightly and
now so popular among us as a Control
cycle.

As this Quality Control system has been  


improving Quality of products drastically,
we can not establish Quality Assurance
system without consideration of Quality
Control.

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2.
2. What
What Komatsu
Komatsu has
has done
done about
about QC?
QC?
(QC
(QC History
History in
in Komatsu)
Komatsu)
1.Introduction Period (1960’s)
- Big shock by foreign companies due to free trade
of construction machines
- Project “A” program
The company-wide quality assurance system had
been established to improve the product quality
drastically. – Ignored JIS and released own
Engineering Standard so called KES
- Awarded the Deming Prize in 1964.
2.Development Period (1970/80’s)
- Project “B” program
Consisting of the TQC system that covered all
stages from research and development to the
sales and after sale services.
- Awarded the Japan Quality Control Prize in 1981.
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continued

3.Transition Period (1990’s)


-QC circle activities were being actively done at any
department in each plant. It’s recognized that QC
was one of the most useful tools for
manufacturing and other field.

4.New era (2000’s)


-Focus on more advantage of QC activity and
eliminate the disadvantage. Not discuss just
about concept or idea but get the actual data and
facts.
-New QC campaign called “NQ-5” had started in
2002 to revitalize Komatsu’s unique QC activities
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3.
3. What
What is
is Quality
Quality Control?
Control?
• To carry out severer Check and or
Inspection
• QC circle and/or improvement activities
implemented in work shop
• To utilize QC method referring to
statistical method
• Job for Quality Assurance Department
?????

These are a part of QC activity.


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Continued refer to page 19

JIS defines “Quality Control” as


follows.

A system of production methods which


economically produces quality goods
or services meeting to the
requirements of Customers.
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To meet customer’s requirement
(Customer and Management)

• Commitment of Quality Assurance to


the customer by management side
• To get higher customer’s satisfaction

These are related to not only Quality


but also Cost and Delivery.

14
Economically
Economically produces
produces goods
goods and
and
services
services
• A company can not manage without
profit.
• Nobody could supply cheaper
products and/or services ignoring
cost.
• These Q, C and D are comprised and
named as “Total Quality”.
• Q, C and D can not stand alone.
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System
System of
of Production
Production method
method
• As modernized QC originated in US
employed Statistical method, it has
been called as Statistical Quality
Control (SQC).
• SQC requires scientific approach
based on the FACT. ・・・・・ DATA
• Control Technique is essential.

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Quality
Quality of
of Management
Management

Quality of
Competitive
Strategy

Quality of
Management

Quality of Quality of
Operation Leadership

17
What makes Company’s
Value.

WHY
VISION

COMPETITVE WHAT
STRATEGY

HOW
OPERATION

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What makes Company's
Value
To continue proper action in right way
Daily Control
OPERATION=GEMBA

Head Office
Support
President

19
Loop of Quality
(Activities influence to the Quality)

Marketing and Design and


Market Survey Development
Scrap or Recycle Process planning
at end of life Of Development
Market investigation
after launching Typical Life Purchasing
cycle steps
Technical Support
and Supplementary Production or
Service Servicing
Installation and Inspection
start operation Verification

Sale and delivery Packing and


Stock 20
Dai ly Management
Dai ly Management
Control
Cycle  
( PDCA) Decide the target
based on
Job Standard
Improvement Job Description
Act Plan and make
schedule

Check Do
Evaluation Put into Practice
under the Plan

21
Toyota Way

Achievement Plan
Always verify the
result of the Action.
Never satisfy with
the Action done. Act Do

Check

22
Quality
Quality Control
Control Activity
Activity
P: Plan, D: Do, C: Check, A: Act
S: Standardize

A P
A S
C D
A P
C D
C D Improvement
Daily Management
(Job description)
Improvement

23
Continued page 15

Control means to follow the procedure


(PDCA) below surely.

• Plan : Decide and/or set Target and


make schedule to achieve it
• Do : Implement as scheduled
• Check: Investigate result and evaluate
• Act : Take proper action as necessary

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Job Description
Does he understand his job
description?

Yes, he
does.
But he has No Plan and
just Do, doesn't he?

Also, he does No Check


and No Action.

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• Break
No. Question Answer
TQC and TPM are completely the same in contents except that their proponent is
1
different.

2 The control chart and graph among the seven tools in quality control are counted as one.

3 QC Circle activities were born in America, and improved in Japan.

4 Thickness of paper used for copying is approximately 0.1 mm.

It is said that the cause and effect diagram was devised by Dr. Duran who rendered
5
distinguished service to the quality control in Japan.

The QC method demonstrates its effect in QC problem solutions such as QC Circle


6
activities, but is less effective when it is used otherwise.
PDCA is referred to as the circle of control, and cannot be applied to the improvement
7
activities.
Deviation over 3 is referred to as 3 in 1000 (0.3%), and deviation over 2 is
8
approximately 5%.

9 The QC story was devised by the QC Circle Promotion Secretariat of a certain company.

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4.
4. QC sense and
and QC
QC story
story
QC
QC is the
the solution
solution of
of problems.
problems.
[Q (Quality)] = Quality in a
wide sense
Quality of work:
Quality of products, cost,
date of delivery, quantity,
sales, service and dealing
methods and system of
work at each department
[C   (Control)] is to turn the
cycle of control.

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Feeling
Feeling and ability
ability to make
make
good
good use of QC (QC
(QC sense)
sense)
 Market-in (to do work from the standpoint of the customers,
etc.)
 Greater importance to the fact (no to make a judgment by
the preconception or guess)
5-Gen-Principle [Gen-ba (Site), Gen-butsu (Real thing),
Gen-jitsu (Reality) + Gen-ri (Principle), Gen-soku
(Fundamental rules)]
 Greater importance to the process (the quality is
incorporated in the process)
Everybody is system-oriented.
 Priority-oriented (to start from more serious problem)
 Greater importance to the plan, and sure turn of the cycle of
control
 Attention to the variance (objective way of view)
 Priority to problems (discovery, solution) than to methods
 Acquirement of the procedures (QC story) of solving
problems 28
Market-in
Market-in Concept
Concept
・ Take great care of the customers
・ The post-process of one’s own
work is also the customer.
・ Do the work taking into
consideration the standpoint
of the other party.

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Greater
Greater Importance
Importance to
to the
the Facts
Facts
・ Fact control
 ・ Do not make a judgment
by the preconception or guess.
 ・ Real site, real thing, and reality

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Greater
Greater Importance
Importance to
to the
the Process
Process
・ The quality is established in the process.
 ・ It is no good if only the result is
acceptable.
 ・ What is important is how to do the work
(I.e., the process).

31
Priority
Priority Orientation
Orientation

・ Start first with a problem


which is serious or
greatly influential.

32
Rotate
Rotate the
the Cycle
Cycle of
of the
the Plan
Plan with
with Greater
Greater
Importance
Importance and
and Cycle
Cycle of
of Management.
Management.
・ To clarify the measures, etc.
to achieve the design and
the target value of the plan
・ To rapidly and surely rotate
the management cycle

33
Pay
Pay attention to the
the variance.
・ Discard the preconception,
and make an objective
view or judgment.

34
Priority to
to problems
problems (discovery and
solution)
solution) over
over the
the method
method

・ Priority to the discovery and


solution of problems over the use
of the QC method
・ It is incorrect to recognize that the
QC level is so high if a new
method is used.

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QC stories page
page 20
20
 Selection of themes
 Understanding of the present status
and setting of the target
 Preparation of the activity plan
 Analysis of factors or causes
 Consideration and implementation of
countermeasures
 Confirmation (review) of the effect
 Controls (standardization,
documentation, educational training)
 Unsolved problems (to be reflected on
in the next plan)
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Decision
Decision of
of Themes
Themes

・ Discover and recognize


problems,
and decide the theme.

37
Understanding of the present status
and setting of the target

・ Collect the data


based on the fact.
・ Decide the object to
be challenged,
and the target. Data

Data
Data Data
Data
Data

38
Preparation
Preparation of
of the
the activity
activity Plan
Plan

・ Decide the items to be


executed.
・ Decide the role-sharing,
and the schedule.

39
Analysis
Analysis of
of factors
factors
・ Write the cause and effect diagram,
and identify the factors to affect the
result.
・ Evaluate the degree of importance of
the factors, and decide the items to
take action on.

40
Examination
Examination and
and implementation
implementation of
of
countermeasures
countermeasures
・ State the ideas for the
countermeasures.
・ Check how to proceed the
countermeasures through 5W1H.  
・ Obtain the data for comparison before
and after the countermeasures are
taken.

41
Check
Check (review)
(review) of
of the
the effect
effect
・ Confirm the result of the
countermeasures by the data,
and compare the result
with the target value.  
・ Repeat the countermeasures
until the target is achieved
(until approaching the target).

42
Controls
Controls (standardization,
(standardization,
documentation,
documentation, educational training)

・ Standardize the contents


and the proceeding method
of the countermeasures.
・ Confirm that the result is
maintained.

43
Unsolved
Unsolved problems
problems
(to
(to be
be reflected
reflected on
on the
the next
next plan)
plan)
・ Record the good points
and the bad points.
・ Clarify the unsolved problems.

44
Seven Tools for QC page
page 60
60
• Followings are the basic methods and
can be used when following QC stories.
Stratification
Check sheets
Pareto diagram
Cause and effect diagram
Histogram
Scatter chart
Control chart and graph

45
Stratification
 Classify the defects into similar groups (of
similar character) to clarify the causes of
the problems and how to take action.
(Example) Number of defects by the
machine

  Number of Defects
       Machine

      A       11
      B        6
      C       23
46
Check sheet
 Data sampling and results of examination are recorded
in the check sheet.
(Example) Understanding the working condition
and the parts of failure generation

Location of Working condition


repair of work Slope face Continuous
equipment Scrapping Ditch digging
finishing hitting






計 6 6 13 5
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Pareto Diagram page 64

 The Pareto diagram objectively indicates the order


of the items of larger influence on the problems and
the degree of the items on the whole:
(Example) Number of defects by the machine

Cumulative ratio (%)


Number of defects

A B C D E Others
Machine 48
49
Histgram
Histgram
 The mean value and the dispersion, and the degree of
variance (shape) of the data can be observed at a
glance.
(Example) Dispersion of dimensions

Upper limit standard


Lower limit standard

50
51

Upper limit
standard
histgram
the histgram

Lower limit
standard


check the
to check

How to

Upper limit


standard
How Lower limit


standard
Scatter
Scatter chart
chart
 The scatter chart indicates presence/absence of the
relationship between two items.

(Example)
Relationship between hardness Relationship between temperature
and strength of material around seal and service life
Strength of material

Service life

Positive correlation Negative correlation



→ Hardness → Temperature

52
Control
Control chart
chart
 The control chart indicates presence/absence of
abnormalities in the process.
(Example) Weight of the casting ( x -R control chart)

14 UCL

χ 13 χ

12 LCL

3 UCL
R 2
1 R
0
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How
How to
to check
check the
the control
control chart
chart
① ② ③

④ ⑤ ⑥ UCL

LCL

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To be continued.
See you next time.

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