?????? (Statistical Process Control)

1
????

• ??????
• ?????? (Statistical Process Control)
• ???? (Process Design)
• ???? (Acceptance Sampling)

2
????

• ???????

3
Dimensions of Quality(David Garvin, 1987)1

• Performance
• Will the product do the intended job?
• ??????????
• Durability
• How long does the product last?

• Aesthetics
• What does the product look like?
• Conformance to standards
• Is the product made exactly as the designer
  intended?

4
Dimensions of Quality(David Garvin, 1987)2

• Features
• What does the product do?
• ??????,????????,??????????
• Serviceability
• How easy is it to repair the product?

• Perceived Quality
• What is the reputation of the company or its
  product?
• Reliability
• How often does the product fail?

5
Definitions of Quality1

• Quality means fitness for use (Quality is
  customer satisfaction.) (Joseph M. Juran)
• - quality of design
• - quality of conformance
• Quality is inversely proportional to variability.

6
Definitions of Quality2

• Quality is conformance to requirements. (Crosby)
• Quality should be aimed at the needs of the
  consumer, present and future. (Deming)
• Quality is the total composite product and
  service characteristics of marketing,
  engineering, manufacture, and maintenance through
  which the product and service in use will meet
  the expectations of the customer. (Feigenbaum)

7
Definitions of Quality3

• Quality is the loss (from function variation and
  harmful effects) a product causes to society
  after being shipped, other than any losses caused
  by its intrinsic functions. (Taguchi)
• Quality is the totality of features and
  characteristics of a product or service that bear
  on its ability to satisfy stated or implied
  needs. (ISO 9000)

8
Definitions of Quality4

• ????
• ????

9
Quality Improvement

• Quality improvement is the reduction of
  variability in processes and products.
• Alternatively, quality improvement is also seen
  as waste reduction.

10
Transmission Example

11
Quality Engineering Terminology1

• Quality Characteristics (critical-to-quality,CTQ)
• Physical - length, weight, voltage, viscosity
• Sensory - taste, appearance, color
• Time Orientation - reliability, durability,
  serviceability

12
Quality Engineering Terminology2

• Quality engineering is the set of operational,
  managerial, and engineering activities that a
  company uses to ensure that the quality
  characteristics of a product are at the nominal
  or required levels.

13
Quality Engineering Terminology3

• Two types of data
• Attributes Data - discrete data, often in the
  form of counts.
• Variables Data - continuous measurements such as
  length, weight.

14
Quality Engineering Terminology4

• Specifications
• Quality characteristics being measured are
  often compared to standards or specifications.
• Nominal or target value
• Upper Specification Limit (USL)
• Lower Specification Limit (LSL)

15
Quality Engineering Terminology5

• When a component or product does not meet one or
  more of its specifications, they are considered
  to be nonconforming. (?????)
• A nonconforming product is considered defective
  if it has one or more defects.
• Defects are nonconformities (???) that may
  seriously affect the safe or effective use of the
  product.

16
Quality Engineering Terminology6

• Concurrent Engineering (vs. over-the-wall)
• Team approach to design. Specialists from
  manufacturing, quality engineering, management,
  etc. work together for product or process
  improvement.

17
A Brief History of Quality Control and
Improvement1

• Walter Shewhart (1924) introduced statistical
  control chart concepts.
• The American Society for Quality Control formed
  in 1946 (now known as the American Society for
  Quality (ASQ)).
• 1950s and 1960s saw an increase in reliability
  engineering, experimental design, and statistical
  quality control

18
A Brief History of Quality Control and
Improvement2

• Competition from foreign industries (Japan)
  increases during the 1970s and 1980s.
• Statistical methods for quality improvement use
  increases in the United States during the 1980s
• Total Quality Management (TQM) emerges during
  1970s and into the 1980s as an important
  management tool to implement statistical methods.

19
A Brief History of Quality Control and
Improvement3

• Malcolm Baldridge National Quality Award is
  established in 1988.
• ISO 9000 certification activities increase in
  U.S. industry in the 1990s.
• Motorolas Six-Sigma initiative begins in the
  1990s.

20
?????

• ????(quality control, QC)
• ????(quality assurance, QA)
• ????(quality management, QM)

21
????1

• ??
• ???????????????????????,??????????????????????????
  ,???????????,??????????????
• Statistical quality control (SQC) refers to the
  use of statistical methods of production
  monitoring and parts inspection, wherein
  statistical data are collected, analyzed, and
  interpreted to solve quality problems.

22
????2

• ??????(Deming Cycle) (P-D-C-A????)
• Plan(??)
• ????
• ?????????
• Do(??)
• ????
• ????
• Check(??)
• ??
• ??
• ??
• Action(??)
• ??????
• ???????
• ???

23
????

• ??
• ??????????????,????????????,???????????,?????????,
  ???????????,????????,?????????????????,???????????
  ?????,????????,???????????????

24
????

• ??
• ?????,???????????????????????????????????????,????
  ?????????,???????????????,???????,????????????????

25
Statistical Methods for Quality Control and
Improvement

• Three major areas
• Statistical process control (SPC)
• Design of experiments (DOE)
• Acceptance sampling

26
Statistical ProcessControl (SPC)

• Control charts are used for process monitoring
  and variability reduction.
• SPC is an on-line quality control tool.

27
Design of Experiments

• Experimental design is an approach to
  systematically varying the controllable input
  factors in the process and determine the effect
  these factors have on the output responses.
• Experimental designs are off-line quality tools.
• Crucial for variability reduction.

28
???????????

• ????
• ????!!
• ????
• ????(controllable factors)
• ??????????
• ????(noise factors)
• ????????????????

29
Acceptance Sampling

• Acceptance sampling is the inspection and
  classification of a sample of the product
  selected at random from a larger batch or lot and
  the ultimate decision about disposition of the
  lot.
• Two types
• 1. Outgoing inspection - follows production
• 2. Incoming inspection - before use in
  production

30
Quality Philosophy and Management
Strategies

• Three Important Leaders
• W. Edwards Deming
• - Emphasis on statistical methods in quality
  improvement (see Demings 14 points)
• Joseph M. Juran
• - Emphasis on managerial role in quality
  implementation
• Armand V. Feigenbaum
• - Emphasis on organizational structure

31
W. Edwards Deming

• Taught engineering, physics in the 1920s,
  finished PhD in 1928
• Met Walter Shewhart at Western Electric
• Long career in government statistics, USDA,
  Bureau of the Census
• During WWII, he worked with US defense
  contractors, deploying statistical methods
• Sent to Japan after WWII to work on the census

32
???14?????(Demings 14 points)

• ?????????????????,?????????????
• ??????
• ???? vs. ????
• ?????????
• ????????????,??????????
• ????????????
• ??????????
• ????????
• ???? vs. ????

• ????
• ?????????
• ??????????????
• ??????????
• ?????????????
• ????????????????
• ??????????????????????13?

33
??

• ??????????????
• ????,????????????????,?????
• ??????,???????paper

34
Joseph M. Juran

• Born in Romania (1904), immigrated to the US
• Worked at Western Electric, influenced by Walter
  Shewhart
• Emphasizes a more strategic and planning oriented
  approach to quality than does Deming
• Juran Institute is still an active organization
  promoting the Juran philosophy and quality
  improvement practices

35
Quality Trilogy (Joseph M. Juran)

• Quality Control
• Evaluate actual product performance
• Compare actual performance to product goals
• Act on the difference
• Quality Improvement
• Establish the infrastructure
• Identify the improvement projects
• Establish project teams
• Provide the teams with resources, training and
  motivation to diagnose the causes stimulate
  remedies establish controls to hold the gains

• Quality Planning
• Determine who the customers are
• Determine the needs of the customers
• Develop product features that respond to
  customers needs
• Develop processes able to produce the product
  features
• Transfer the plans to the operating forces

36
Total Quality Management (TQM)

• TQM is a managerial framework to accomplish
  quality improvement.
• Other names and related approaches
• Company-Wide Quality Control (CWQC)
• Total Quality Assurance (TQA)
• Six-Sigma

37
Implementation of Total Quality Management

• Management commitment and involvement
• Motivation and change
• Responsibility and authority
• Training and Education
• Communication
• Quality in all aspects of the company

38
ISO 90002000
39
ISO 90012000

• Scope
• Normative References
• Definitions
• Quality management systems
• Management responsibility
• Resource management
• Product (or Service) realization
• Measurement, analysis, and improvement

40
ISO 9000????

• ??????
• ??????
• ??????
• ??????
• ???????
• ???????
• ??????
• ??????
• ????

41
ISO 9000????
42
The Malcolm Baldrige National Quality Award,MBNQA

• 1987?8?20???
• ??? The National Bureau of Standards and
  Technology,NIST)
• ??
• ????????
• ?????
• ?????????????
• ????????????

43
The Malcolm Baldrige National Quality Award,MBNQA
cont.

• ??????
• ???
• ???
• ????
• ?????
• ???
• ???????
• ?????????

44
MBNQA ??????
45
MBNQA ????/???????
1. ???? 120
1.1 ?????? 80
1.2 ?????????? 40
2. ???? 85
2.1 ?????? 40
2.2 ???? 45
3. ??????? 85
3.1 ??????? 40
3.2 ??????????? 45
46
MBNQA ????/??????? count.
4. ????? 90
4.1 ?????????? 50
4.2 ???? 40
5. ?????? 80
5.1 ???? 35
5.2 ?????????? 25
5.3 ???????? 25
47
MBNQA ????/??????? count.
6. ???? 85
6.1 ?????????? 45
6.2 ??????? 25
6.3 ??????? 15
7. ???? 450
7.1 ?????? 125
7.2 ??????? 125
7.3 ?????? 80
7.4 ???? 120
?? 1000
48
Six Sigma (Motorola,1980)

• Meaning3.4ppm defective
• 99???
• ??????????
• ???????????
• ???????????
• ???????(DMAIC)
• ??(Define)
• ??(Measure)
• ??(Analyze)
• ??(Improve)
• ??(Control)

49
The Process Improvement Triad DFSS, Lean, and
DMAIC
OVERALL PROGRAMS
Lean
DMAIC
DFSS
ELIMINATE WASTE, IMPROVE CYCLE TIME
DESIGN PREDICTIVE QUALITY INTO PRODUCTS
ELIMINATE DEFECTS, REDUCE VARIABILITY
Lead-time
Capable
Robust
Design for Six Sigma
LEAN
Variation Reduction

• Predictability
• Feasibility
• Efficiency
• Capability
• Accuracy

• Flow Mapping
• Waste Elimination
• Cycle Time
• WIP Reduction
• Operations and Design

• Requirements allocation
• Capability assessment
• Robust Design
• Predictable Product Quality

The I in DMAIC may become DFSS
50
Six Sigma

• DMAIC is closely related to the Shewhart cycle
  (variously called the Deming cycle, or the PDCA
  cycle)

51
Quality versus Productivity

• Productivity
• Do things right. (efficiency)
• Quality
• Do the right things. (effectiveness)

52
??

• ???????25?? vs. ????????33??

53
The Link Between Quality and
Productivity

• Effective quality improvement can be instrumental
  in increasing productivity and reducing cost.
• The cost of achieving quality improvements and
  increased productivity is often negligible.

54
Quality Costs

• Quality Costs are those categories of costs that
  are associated with producing, identifying,
  avoiding, or repairing products that do not meet
  requirements. These costs are
• Prevention Costs
• Appraisal Costs
• Internal Failure Costs
• External Failure Costs

55
Quality Costs
56
Legal Aspects of Quality

• The re-emergence of quality assurance as an
  important business strategy is in part a result
  of
• Consumerism
• Product Liability

57
??

• ??????????

58
Legal Aspects of QualityConsumerism

• The explosion in the number of products.
• Consumer tolerance for minor defects and
  aesthetic problems has decreased considerably.

59
??

• ??????,????????????????,?????????????

60
Legal Aspects of Quality Product Liability

• The legal obligation of manufacturers and sellers
  to compensate for injury or damage caused by
  defective products.

61
??

• ?????????????
• ???????????

62
Principles of Strict Liability

• A strong responsibility for both manufacturer and
  merchandiser, requiring immediate responsiveness
  to unsatisfactory quality through product
  service, repair, or replacement of defective
  product.
• All advertising statements must be supportable by
  valid company quality of certification data.

63
??

• ???????? vs. ???????
• ??????????????,??????????

64
Implementing Quality Improvement

• Recognition of the dimensions of quality by
  management and the selection of dimensions along
  which the business will compete
• Selection of suppliers based on quality,
  schedule, and cost, rather than on cost alone
• Quality improvement must be a total, company-wide
  activity
• Top management commitment
• All the individuals in the organization have an
  understanding of the basic tools of quality
  improvement