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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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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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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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