15.2 Single - Factor (One - Way) Analysis of Variance
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Transcript 15.2 Single - Factor (One - Way) Analysis of Variance
Chapter 14
Quality Management
Sell good merchandise at a reasonable profit,
treat your customers like human beings, and
they will always come back for more. - Leon
Leonwood Bean
What Is Quality?
“The degree of excellence of a thing”
(Webster’s Dictionary)
“The totality of features and characteristics that
satisfy needs” ( ASQC)
Fitness for use
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Ch 3 - 2
Dimensions Of Product Quality (Garvin)
Performance
Features
Reliability
Conformance
Durability
Serviceability
Aesthetics
Safety
Other perceptions
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Service Quality
Time & Timeliness
Completeness
Courtesy
Consistency
Accessibility & Convenience
Accuracy
Responsiveness
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Quality Of Conformance –
the way the producer or service provider sees it
Ensuring product or service produced
according to design
Depends on
design
of production process
performance of machinery
materials
training
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Ch 3 - 8
Quality Philosophers
Walter Shewhart
W. Edwards Deming
Joseph Juran
Philip Crosby
Armand Feigenbaum
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Total Quality Management
1. Customer defined quality
2. Top management leadership
3. Quality as a strategic issue
4. All employees responsible for quality
5. Continuous improvement
6. Shared problem solving
7. Statistical quality control
8. Training & education for all employees
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TQM Throughout The Organization
Marketing, sales, R&D
Engineering
Purchasing
Personnel
Management
Packing, storing, shipping
Customer service
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How do you measure
quality for each of
these functions?
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TQM In Service Companies
Inputs similar to manufacturing
Processes & outputs are different
Services tend to be labor intensive
Quality measurement is harder
Timeliness is important measure
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Ch 3 - 17
Cost Of Quality
Cost of achieving good quality
Prevention
Appraisal
Cost of poor quality
Internal
failure costs
External failure costs
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Ch 3 - 18
Quality Is...
An important determinant of business
profitability
Positively & significantly related to higher
return on investment
- The bottom line is profitability
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Ch 3 - 22
Quality And Productivity
Productivity = output / input
Fewer defects increase output
Quality improvement reduces inputs
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Ch 3 - 23
Employees & Quality
Improvement
Quality circles
Employee suggestions
Process improvement teams
Self-managed work teams
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Ch 3 - 35
Seven Quality Control Tools
1. Pareto analysis
2. Flowcharts
3. Check sheets
4. Histograms
5. Scatter diagrams
6. Control charts
7. Fishbone diagram
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70
A Pareto Chart
(64)
Percent from each cause
60
50
40
30
20
(13)
10
(10)
(6)
(3)
(2)
(2)
0
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Inc
Causes
of poor quality
Ch 3 - 38
A Flowchart
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Ch 3 - 39
Check Sheet
COMPONENTS REPLACED BY LAB
TIME PERIOD: 22 Feb to 27 Feb 1998
REPAIR TECHNICIAN: Bob
TV SET MODEL 1013
Integrated Circuits
Capacitors
Resistors
Transformers
Commands
CRT
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Histogram
40
35
30
25
20
15
10
5
0
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1 2
6 13 10 16 19 17 12 16 20 17 13
5 6 2
1
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Ch 3 - 41
Scatter Diagram
.
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Control Chart
27
24
UCL = 23.35
Number of defects
21
c = 12.67
18
15
12
9
6
LCL = 1.99
3
2
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4
6
8
10
12
Sample number
14
16
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Ch 3 - 43
Fishbone Diagram
Measurement
Faulty testing equipment
Incorrect specifications
Improper methods
Inaccurate
temperature
control
Human
Out of adjustment
Poor supervision
Lack of concentration
Tooling problems
Old/worn
Inadequate training
Quality
Problem
Defective from vendor
Materialhandling problems
Environment
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Poor process design
Ineffective quality
management
Deficiencies
in product design
Not to specifications
Dust and Dirt
Machines
Materials
Process
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Quality Awards And Certifications
The Malcolm Baldrige Award
The Deming Prize
Industry, regional, and company awards
Institute
of Industrial Engineers
NASA
European
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Quality Award
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ISO 9000 Categories
ISO 9001 ~ Suppliers and Designers
ISO 9002 ~ Production
ISO 9003 ~ Inspection and Test
ISO 9004 ~ Quality Management
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Implications Of ISO 9000
Truly international in scope
Certification required by many foreign
firms
U.S. firms export > $100 billion/yr to
Europe
Adopted by U.S. Navy, DuPont, 3M,
AT&T, & others
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ISO Accreditation
European registration
3rd
party registrar assesses quality program
European Conformity (CE) mark authorized
United States 3rd party registrars
American
National Standards Institute (ANSI)
American Society for Quality Control (ASQC)
Registrar Accreditation Board (RAB)
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Ch 3 - 48