MODULE 5: MANUFACTURING

QUALITY

OBJECTIVES

LECTURES NOTES

♦ Quality
♦ Quality Control
♦ Quality Assurance
♦ Quality Circle
♦ Benefits of Quality Control
♦ Quality and Reliability
♦ Total Quality System
♦ Management of Quality

TRANSPARENCIES

QUALITY.DOC ENTREPRENEURSHIP
MODULE 5: MANUFACTURING

QUALITY

Objectives

Explain what is Quality

Discuss the three elements of Quality

Explain the importance of Quality Control, Assurance, and Circles

Brief explanation of the benefits of Quality Control

Discuss Quality and Reliability and Total Quality System

Brief discussion of Management of Quality

QUALITY.DOC ENTREPRENEURSHIP
MODULE 5: MANUFACTURING

Lectures Notes1

Quality2

Definition

• Quality is conformance to requirements or specifications. (Crosby 1979)

• Quality is fitness for use. (Juran 1974)

• The quality of a product or service is the fitness of that product or service

for meeting its intended used as required by the customers. (Hence)

Quality Characteristics

♦ Quality Characteristic may be one or more elements which define the intended
quality level of a product or service. Several grouping of these characteristics can
be formed in:

• Structural characteristics include such elements as the length

of a part, the weight of a can, the strength of a beam, the viscosity of
a fluid, and so on.

• Sensory characteristics include the taste of good food, the

smell of a sweet fragrance, and the beauty of a model, among
others.

• Time-oriented characteristics include such measures as a

warranty, reliability, and maintainability.

• Ethical characteristics include honesty, courtesy, friendliness,

and so on.

♦ Variables and Attributes

1
USE TRANSPARECIES SLIDES QUALITY.PPT
2
Mitra, Amitava, Fundamentals of Quality Control and Improvement, Macmillan Publishing
Company: 1993.

QUALITY.DOC ENTREPRENEURSHIP
MODULE 5: MANUFACTURING

• Variables - characteristics that are measurable and are

expressed on a numerical scale.

• Nonconformity - is a quality characteristic that does not meet its

stipulated specifications requirement.

• Nonconforming - unit is one that has one or more

nonconformities such that the unit is unable to meet the intended
standards and is unable to function as required.

• Attribute a quality characteristics if it can be classified as either

conforming or nonconforming to a stipulated specifications
requirement.

♦ Defect

• A defect is a departure of a quality characteristic from its

intended level or star that occurs with a severity sufficient to cause
an associated product or service no to satisfy intended normal or
reasonably foreseeable usage requirements. ( ANSI/ASQC
Standard A3 1987)

♦ Standard or Specification

• Specification: a set of conditions and requirements of specific

and limited application, that provide a detailed description of the
procedure, process, material, product, or service for use primarily in
procurement and manufacturing. Standards may be referenced or
included in a specification.

• Standard: a prescribed set of conditions and requirements, of

general or broad application, established by authority or agreement,
to be satisfied by a material, product, process, procedure,
convention, test method; and/or the physical, functional,
performance, or conformance characteristics thereof. A physical
embodiment of a unit of measurement ( for example, an object such
as the standard kilogram or an apparatus such as the cesium beam
clock).

♦ Quality of Design

• Quality of design deals with the stringent conditions that the product or
service must minimally possess in order to satisfy the requirements of the

QUALITY.DOC ENTREPRENEURSHIP
MODULE 5: MANUFACTURING

customer. It implies that the product or service must be signed to meet at

least minimally the needs of the consumer.

♦ Quality of Conformance

• Quality of conformance implies that the manufactured product or the

service rendered must meet the standards selected in the design phase.

♦ Quality of Performance

♦ Quality of performance is concerned with the operation of the product

when actually put to use or the service when performed and measures the
degree to which it satisfies the consumer.

The Three Aspects of Quality

Quality

Quality of
conformance

Quality of Quality of
design performance
Quality Control

♦ Quality control may generally be defined as a system that is used to maintain a

desired level of quality in a product or service.

♦ This task may be achieved through different measured such as:

QUALITY.DOC ENTREPRENEURSHIP
MODULE 5: MANUFACTURING

• planning
• design
• use of proper equipment and procedures
• inspection
• taking corrective action in a case a deviation is observed
between the product, service, or process output and a specified
standard.

♦ This general area may be divided into two main subareas:

• Statistical Process Control involves the comparison of the

output of a process or a service with a standard and the taking of
remedial actions in case of a discrepancy between the two. It
involves the determination of the ability of a process to produce a
product that meets desired specifications or requirements.

• Acceptance Sampling Plans is a plan that determines the

number of items to sample and the acceptance criteria stipulated
conditions such as the risk of rejecting a good lot or accepting a bad
lot.

Quality Assurance

♦ The objective of the quality assurance function is to have a formal system that
will continually survey the effectiveness of the quality philosophy of the company.

♦ Quality assurance: all those planned or systematic actions necessary to

provide confidence that a product or service will satisfy given needs.

Quality Circles

♦ Quality circle is typically an informal group of people, which may consist of

operators, supervisors, managers, and so on, who get together to seek improved
ways of making the product or delivering the service.

♦ A quality circle tries to overcome barriers that may exist within the prevailing
organizational structure so as to foster an open exchange of ideas.

♦ The group members feel a sense of insolvent in the decision making process
and develop a positive attitude toward creating a better product or service.

Benefits of Quality Control

♦ The advantages of a quality control system, however, become obvious in the

long run.

• First, the improvement in the quality of products and services.

QUALITY.DOC ENTREPRENEURSHIP
MODULE 5: MANUFACTURING

• Second, the system is continually evaluated and modified to meet the

changing needs of the customer.

• Third, a quality control system improves productivity, which is one of the

goals of all organizations.

• Fourth, such a system reduces costs in the long run.

• Fifth, with improved productivity, the lead time on the production of parts
and subassemblies is reduced, which may result in an improvement in
meeting customer due dates

♦ Keeping the customers satisfied is a fundamental goal.

♦ A company that adopts this philosophy and uses a quality control system to help
in meeting this objective is one that will be competitive for a long time.

Quality and Reliability

♦ Reliability refers to the ability of a product to function effectively over a certain

period of time when in use by the consumer.

♦ Achievement of desirable standards of reliability is obtained by careful analysis

in the product design phase.

♦ The product is typically over designed to more than meet the performance
requirements over a specified time frame.

Total Quality System

♦ Quality System: the collective plans, activities, and events that are provided to
ensure that a product, process, or service will satisfy given needs.

♦ Generic guidelines for quality system ( ANSI/ASQC Standard Z-1.15 1979)

• Policy, planning, organization, and administration.

• Product design assurance, specification development, and control.

• Control of purchased materials and component parts.

QUALITY.DOC ENTREPRENEURSHIP
MODULE 5: MANUFACTURING

• Production quality control.

• User contact and field performance.

• Corrective action.

• Employee selection, training, and motivation.

• Legal requirements - product liability and user safety.

• Sampling and other statistical techniques.

Quality Improvement

♦ Quality improvement is a neverending process, and efforts to reduce the

variability of a process and reduce the production of nonconforming items should
continue forever.

♦ Whereas process control deals with identification and elimination of special

causes that force a system to go out of control, in order to bring the process to a
state of statistical control, quality improvement relates to the detection and
elimination of common causes.

Management of Quality

Management Product phase Action to be taken

functions

Plan Proposal phase ♦ Develop quality policy

♦ Plan for quality
♦ Set up guidelines for
system administration
♦ Consider product
liability/user safety

QUALITY.DOC ENTREPRENEURSHIP
MODULE 5: MANUFACTURING

Organize Design/planning phase ♦ Develop an

organization structure
♦ Design assurance
♦ Design change control
♦ Develop production
quality planning

Staff Pre-production phase ♦ Select employee

♦ Train employee
♦ Motivate employee

Direct Production phase ♦ Monitor purchase

materials quality
♦ Monitor process
quality control
♦ Direct final inspection
♦ Direct
handling/inspection

Control Production and post ♦ Obtain quality

production phase information
♦ Get data on field
performance
♦ Take corrective action
♦ Conduct statistical
quality control
♦ Manage quality cost

QUALITY.DOC ENTREPRENEURSHIP