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CHAPTER 5
QUALITY CONTROL,
QUALITY ASSURANCE,
ASSURANCE
QUALITY IMPROVEMENT
Preparedby:
Prepared
by :
Afizal Azzizan
MasniAzian Akiah
Mohd Faiz Md Rasid
Siti Rodhiah
R dhi h AbdulAziz
Abd l A i
Umi Kalsom Kamarul Ariffin
1
OVERVIEW
quality
:: dependsonthestakeholder
MANAGEMENT
wants to see improved production numbers with acceptable
wantstoseeimprovedproductionnumberswithacceptable
quality
UNION
wantsthebestconditionsandhighestpayforemployees
EMPLOYEES
wantconsistentworkinsafeenvironment
CUSTOMER
wantvaluefortheirmoney
:: qualityinmanufacturing:
[productshouldworkasintendedwithminimumnumberoffaults&failures]
:: qualityinservice
lit i
i :
[customersatisfactionintheprimarymeasure]
2
OVERVIEW
QUALITYCONTROL
QUALITYASSURANCE
QUALITYIMPROVEMENT
:: Activitytoensurethat
:: Plannedinspection/
:: Efforttakentoincrease
examinationofa
PROCESS implementedto
efficiencyofactionsand
PRODUCTorSERVICES for
procedureswiththe
producethePRODUCT or
a certain minimum levels
acertainminimumlevels
SERVICE satisfycustomer
satisfy customer
purpose of achieving
purposeofachieving
ofquality.
requirementina
additionalbenefitsforthe
systematicandreliable
organizationanditsusers.
fashionconsistently.
:: Product/serviceoriented.
Example:
l
Themanufactureof
productsisaccordingtothe
outlinedspecifications.
Thetimelineofdocument
h i li
fd
processingiswithinthe
specifiedtimeline.
:: Processoriented
Example:
l
Internalaudit
3rd partyaudit(ISO)
l
Example:
Kaizen
5S
ICC(Innovativeand
CreativeCircle)
i
i l )
HariQ
OVERVIEW
EXAMPLE :QCvs.QAvs.QI
ISO 9001
CERTIFIED
Engine
Casting
Painting
Trim
& Final
Final
Inspection
AUDITORS
Body
Assembly
Stamping
Kaizen / ICC /
5S Program
INTERNAL
AUDIT
performancce
ORGANISATION
QC
QA
QI
CUSTOMER
QUALITY CONTROL
concept
maintenanceofstandardsofqualityofmanufacturedgoods
maintenance of standards of quality of manufactured goods
processofmakingsurethatproductsorservicesaremadeto
consistentlyhighstandards.
qualitycontrolcancovernotjustproducts,services,andprocesses,butalso
people.Employeesareanimportantpartofanycompany.Ifacompanyhas
employees that dont have adequate skills or training have trouble
employeesthatdonthaveadequateskillsortraining,havetrouble
understandingdirections,oraremisinformed,qualitymaybeseverely
diminished.
QUALITY CONTROL
goal
ensuresthat
products/services
providedmeet
specific
f
requirementsand
aredependable,
satisfactoryy and
fiscallysound
(functioning).
identify
products/services
thatdonotmeeta
companysspecified
standardsofquality
(eliminatenon
conformance)
takeaction is
problemisidentified
[QCteamhavethe
righttostop
production
temporarilyis
problem persist]
problempersist]
6
QUALITY CONTROL
implementation
INSPECTION
Involvestheexaminationof
aproduct,serviceor
processforcertain
minimumlevelsofquality.
i i
l l f
lit
Example :product
specification process
specification,process
specification
MONITORING
RECORD
Routinelygather
informationonallaspect
oftheactivity
Anything(suchasa
document)providing
permanentevidenceof
i f
informationaboutpast
ti
b t
t
events.
Example :Statistical
ProcessControl(SPC)
Example :Employee
trainingrecordforyear
2003~2009
QUALITY CONTROL
implementation
TraditionalQC
PROBLEM
inspectionofproductsandservicestakes
p
p
placeduring andattheend ofthe
operationsprocess
notavalueaddedactivity
costly
toolate
inspectiondonebythewrong
people.
notcompatiblewithmore
bl
h
modernproductiontechniques.
workingcapitalistiedupinstocks
whichcannotbesold
disagreementattowhat
constitutesasaqualityproduct
QUALITY CONTROL
implementation
Example
p :Production
Inspection(denotedbysymbol)areperformedatthreemainpointsinproduction:
PRODUCTION
Raw material
Final product
QConlyisnotenough.
Therefore,manybusinessesfocusedtheireffortsonimprovingqualityby
implementingqualitymanagementtechniques,thatisbyemphasizingtheroleof
QUALITY ASSURANCE
QUALITYASSURANCE.
9
QUALITY ASSURANCE
concept
asetofactivitiesdesignedtoensurethedevelopmentand
a set of activities designed to ensure the development and
maintenanceprocessisadequatetoensureasystemwillmeet
itsobjectives.
aprocessdrivenapproach withspecificstepstohelpdefineand
attain goals
attaingoals.
10
QUALITY ASSURANCE
goal
ARE
AREYOUSURE?HOWSUREAREYOU?
YOU SURE? HOW SURE ARE YOU?
:: focusontheprocessinvolves,andmakesureyoudotherightthing.
Toensurethattheproducts/servicesmeetthecustomersrequirementsat
thehigheststandard.
:: customerrequirement/needsmaychangeintime.
Determineifthesteps/processimplementedtoproducetheproduct/service
/
/
areappropriatewiththetimeandconditions.
11
QUALITY ASSURANCE
implementation
Internalaudit/Firstpartyaudit
:: asystematic,independentand
documentedprocessinspectionconducted
bymemberswithintheorganizationand
obtain evidence and evaluate it to
obtainevidenceandevaluateitto
determinewhereinspectioncriteriaare
fulfilled.
Externalaudit/SecondorThirdpartyaudit
l d /
d
h d
d
:: similartointernalaudit,butconductedby
membersnotwithintheorganization.
:: example
p customers,independent
,
p
organizations/certificationbody.
NONCONFORMANCEREPORT(NCR)
Issuedtotheauditedareaifnon
compliancearefound.
The audited area should reply with the
Theauditedareashouldreplywiththe
correctionandcorrectiveactiontoclose
outtheNCR.
CERTIFICATION
Toshowthattheorganizationiscomplying
tothequalitystandard.
Example:ISO9001,ISO14001
Auditor should be able to tell if the deliverable seems acceptable based on the
process used
d tto create
t it.
it That's
Th t' why
h project
j t auditors
dit
can perform
f
a quality
lit
assurance review on your project, even if they do not know the specifics of what
you are delivering. They don't know your project, but they know what good
processes look like.
12
QUALITY ASSURANCE
implementation
ThemostpopulartoolusedtodeterminequalityassuranceistheShewhartCycle
(developedbyDr.W.EdwardsDeming),alsoknownasPDCA.
Act : Apply
pp y actions
necessary for improvement
if the results require
changes
A P
C D
PDCAanalyzesexistingconditionsandmethodsusedtoprovidetheproductor
PDCA
l
i ti
diti
d
th d
dt
id th
d t
servicetocustomer.
13
QUALITY ASSURANCE
implementation
development
production
design
installation
documentation
service
QAcoversallactivitiesfromdesign,development,production,installation,servicing
anddocumentation.
dd
i
Thisintroducedtherules:fitforpurpose"and"doitrightthefirsttime".
Itincludestheregulationofthequalityofrawmaterials,assemblies,productsand
components;servicesrelatedtoproduction;andmanagement,production,and
inspectionprocesses.
14
QUALITY ASSURANCE
QC vs QA
QC.
QA.
Whereasqualitycontrolemphasizestestingand
blockingthereleaseofdefectiveproducts,quality
assurance is about improving and stabilizing
assuranceisaboutimprovingandstabilizing
productionandassociatedprocessestoavoidorat
leastminimizeissuesthatledtothedefectsinthe
first place
firstplace.
,Q
y
However,QAdoesnotnecessarilyeliminatetheneed
forQC:someproductparametersaresocriticalthat
testingisstillnecessaryjustincaseQAfails
15
QUALITY IMPROVEMENT
concept
Keyword : IMPROVEMENT
Keyword:IMPROVEMENT
Thecontinuousstudyandimprovementofaprocess,system,ororganization.
Acontinuousprocessthatidentifiesproblems,examinessolutionstothose
problems,andregularlymonitorsthesolutionimplementedforimprovement.
Exampleinmanufacturing/industry
/
:reduceproductfailuresorworkrelated
injuries.
16
QUALITY IMPROVEMENT
goal
Itisaimedatimprovement measuringwhereyouare,andfiguringout
waystomakethingsbetter.Itspecificallyattemptstoavoidblame,andto
createsystemstopreventerrors fromhappening.
QIactivitiescanbeveryhelpfulinimprovinghowthingswork.Tryingto
findwherethedefectinthesystemis,andfiguringoutnewwaystodo
things can be challenging and fun Itssagreatopportunityto
thingscanbechallengingandfun.It
a great opportunity to think
think
outsidethebox.
17
QUALITY IMPROVEMENT
implementation
5crucialactivitiestocontinualimprovement:
maintain
communication
correctobvious
problems
documentproblems
and progress
andprogress
lookupstream
monitorchanges
18
QUALITY IMPROVEMENT
implementation
::example
KAIZEN
change
h
good
d
Aconceptofcontinualimprovement
Makingchangesforthebetteronacontinualbasis
Improvementaspectinvolves:
people
process
products
Actionistakenimmediatelyontheshopfloorwithouthours
Action
is taken immediately on the shop floor without hours
ofanalysis.Resultsareevidentinonlydays.
Goal:toidentifywastebyforcingproductionproblemsto
surfacesothattheybecomevisibleforeveryonetosee.
f
th t th b
i ibl f
t
Onceidentified,suchproblemsaresolvedwithworker
consensus.
19
QUALITY IMPROVEMENT
implementation
::example
KAIZEN
ELEMENTS
customer focus
teamwork
just-in-time
quality
lit circles
i l
automation
labor/management cooperation
total productive maintenance
20
QUALITY IMPROVEMENT
implementation
::example
KaizenRules
1) Spendnomoney
2) Addnopeople
3) Addnospace
Thisisacontinuousprocess.
Assoonasonesetof
problemsaresolved,new
problemssurfacewhichmust
p
beovercome.Bygoing
throughthisprocess,the
productionsystembecomes
strongerandstronger/
TYPICALRESULTOFKAIZEN
1) 65%reductioninworkinprocess
2) 45%improvementinthroughputtime(lead
time)
3) 50%reductioninmanufacturingspace
21
QUALITY IMPROVEMENT
implementation
::example
KAIZEN
1 SEIRI
straighten-up
Eliminate
unnecessary
items from the
workplace
5 STEP PLAN
5STEPPLAN
(alsoknownas5S)
2 SEITON
put things in
order
Specify a location
for everything.
Put things where
they belong.
3 SEISO
clean up
Thoroughly clean
the work area or
work place.
4 SEIKETSU 5 SHITSUKE
personal
cleanliness
Standardize best
practices in the
work area.
discipline
Learn correct
practices and
make sure you
use them.
22
QUALITY IMPROVEMENT
KAIZEN PRACTISE
23
QUALITY IMPROVEMENT
KAIZEN PRACTISE
24
QUALITY IMPROVEMENT
KAIZEN PRACTISE
25
QUALITY IMPROVEMENT
KAIZEN PRACTISE
26
QUALITY IMPROVEMENT
KAIZEN PRACTISE
27
QUALITY IMPROVEMENT
implementation
Anexample:FADEMODELexample.
FOCUS:
OCUS Defineandverifytheprocesstobe
D fi
d
if th
t b
improved
ANALYZE:Collectandanalyzedatato
establishbaselines,identifyrootcausesand
pointtowardpossiblesolutions
DEVELOP: Basedonthedata,develop
,
p
actionplansforimprovement,including
implementation,communication,and
measuring/monitoring
EXECUTE: Implementtheactionplans,ona
pilotbasisasindicated,and
EVALUATE:
VALUATE Installanongoing
I t ll
i
measuring/monitoring(processcontrol)
systemtoensuresuccess.
28
QUALITY IMPROVEMENT
implementation
Anexample:FADEMODELexample.
Johnistheownerofamotel.
UsingaFADEmodelJohnFOCUSED
ED onthelinenscycleof
housekeeping.
HeANALYZED thewaylinenswerehandledandfoundthatthe
launderingprocessseemedtobeinefficient.
HeDEVELOPED astepbystepprocessforwashing,drying,folding,
andstoringthelinenswhichheexpectedwouldspeeduptheprocess
andeliminatewastedeffort.
HethenEXECUTED theprocesswithhisstaffandwillEVALUATE for
effectivenessonaweeklybasis.
Thisisacyclicprocess.Onceyouvemadeachange,youstartalloveragain:
Youevaluate theimpactofyourchange
Youfocus downfurther
Youanalyze theproblemtofindtherootcause(s)
Thendevelop
h d l methodsforfurtherimprovement
h d f f h
Andexecute andevaluate again!
Repeattheprocessuntilthegoalisachieved.
29
QUALITY IMPROVEMENT
implementation
Common problems during implementation of QI activity :
CommonproblemsduringimplementationofQIactivity
Totalqualityactivityisonlyregardedasaprogram.
Shorttermresultarenotobtained
Processisnotdrivenbyfocusoncustomerconnectionto
strategicissuesandsupportfromseniormanagement.
Structuralelementsblockchange
Goalsaresettoolow
Commandandcontrolorganizationalculture
Trainingnotproperlyaddressed
Focus more on products but not processes
Focusmoreonproducts,butnotprocesses
Organizationtoosuccessfulandcomplacent(selfsatisfied)
Organizationfailstoaddressfundamentalquestions
Senior management is not committed
Seniormanagementisnotcommitted.
30
QUALITY IMPROVEMENT
implementation
Management essential role in ensuring the success of QI:
ManagementessentialroleinensuringthesuccessofQI:
Aselaboratedinslide18.
Training,education&awarenessshouldbeanongoingactivityto
facilitateQIactivity
Encouragecommitment
HOW?
..::Establishcompanywidecouncilonqualityimprovementactivity.
..::Moralandphysicalsupport
:: Moral and physical support
Thoroughplanningtoensuresuccessfulexecution.
Awardandrecognition(suchaspromotion,payincrease,andreward
system)
31
EMGT303:QUALITYMANAGEMENTINORGANIZATION
summary
Inspectionwiththeaimoffindingthe
bad ones and throwing them out is too
badonesandthrowingthemoutistoo
late,ineffective,costly.Qualitycomes
notfrominspectionbutfrom
improvement of the process."
improvementoftheprocess.
32
EMGT303:QUALITYMANAGEMENTINORGANIZATION
summary
QC,QAandQIisanimportantactivitytoensurethattheproducts/
servicesprovidedmeetsthecustomerexpectations.
Manytoolsavailableasaguidancetodrivequalityrelatedactivity.
Qualityshouldbeviewedasajourney
l
h ld b
d
Therefore,successtakestime.
Progressofanyqualityactivityshallbeassessed/monitoredand
being used as the input and basis for the next improvement activity
beingusedastheinputandbasisforthenextimprovementactivity.
Internalbestpracticeshallbesharedasinternalbenchmarking.
Poorlabormanagementrelationsmustberesolved
Fear of change must be removed from the organization to ensure
Fearofchangemustberemovedfromtheorganizationtoensure
successintheimplementationofqualityrelatedactivity.
33
EMGT303:QUALITYMANAGEMENTINORGANIZATION
references
Quality Management in Organization, InEd module
http://www.wisegeek.com/
http://en.wikipedia.org/wiki/Quality_control
http://en.wikipedia.org/wiki/Quality_assurance
http://en wikipedia org/wiki/Quality management
http://en.wikipedia.org/wiki/Quality_management
http://www.unizg.hr/tempusprojects/glossary.htm
http://www.eskimo.com/~mighetto/lsbench.htm
http://membres.lycos.fr/hconline/kaizen_us.htm
htt // h h
http://chohmann.free.fr/
f
f/
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