QUALITY PLANNING DRIVES TO A PRODUCT QUALITY
B. Sc. Mech. Eng. Miodrag Vuković,
Senior consultant Conseko d.o.o. Beograd, (www.conseko.rs)
Summary
Product planning in the phase of preliminary analysis is done through iterations. Input requirements determine
product specification, production process and resources. Quality Planning is performed in order to satisfy
input requirements. It is done in several phases that embrace translating demands into specifications, and
fulfillment of the specification.
Key words:
development process, quality planning, resources planning
"When something starts wrong, it usually continues
that way." - was said in one film. In order to obtain
the final product that meets customer needs,
development process should be effectively done.
Important aspect in development process is Quality
Planning, which if not correctly done would leave all
efforts and spent resources without return.
1. Management by Quality Policy
Product development professionals may be familiar
with outstanding methods used in development
process. Bearing in mind that restricted time and
budget put pressure on managers, the question is to
which extent our managers do support the use of
these methods. Management relation to the
development process should be stressed in
development or development quality policies.
The following case presents good development
quality policy in Bosch GMBH Corporation. One part
of the overall Quality Policy stated the next
principles:
Our quality objective is to offer to our customer
modern and reliable products.
Quality must be planned. This begins in the phase
of defining product concept and construction.
Cost reduction must not be on account of quality.
Through the quality policy, managers should point
out their attitudes and principles against the product
development. Quality Policy in Development should
include if the case may be:
- Products are developed strongly focused on
users needs,
- Every new idea is welcomed and would be
analyzed,
- Development process is founded on team work,
- In the development processes outstanding
techniques are used, confirmed through best
practices
- To every participant in development growth and
learning from other's experience are enabled.
- Good results are recognized and rewarded.
By the way, quality policy should not present some
unrealistic objectives, like Americans said “pie on
the sky”. For example, in some average company
declarations as “our products are always first in the
market”, or “we are innovations leader” do not
correspond to their position. Quality Policy should
be real and understood. Quality Policy drives the
employees to act.
Managers' attitudes should encourage creative
environment, which means freedom from criticism;
ideas are encouraged; all ideas are recognized and
acknowledged; there is respect for different gifts,
etc.
Negative attitudes
“We’ve done that before...”
“Our customers would never buy that!”
“It will take to long to build, or cost to much.”
“There is the list of known problems and risks,
and the project is urgent.”
“There are still a lot of questions we do not
know how to answer.”
“Are people still arguing about priorities?”
“The technical problems will be resolved
because other people have done similar
things.”
2. Techniques used in Preliminary
Analysis
One decade of isolation of Yugoslavia has left
visible traces to companies in the country.
Professionals dealing with research and
development did not master the methods and
techniques extensively used for almost twenty years
in the developed countries. They still perform their
activities in the old manner.
Product QR QD
Concept Design Parts Design
Definition
Figure 1: Quality Planning Process
Important techniques used in preliminary analysis of
design are herein below listed, not with the intention
to be the final list. They are applied to:
• generate ideas: Brainstorming, Morphological
Box, Problem Reformulation, Mind Mapping
• determine requirements: Seven tools for new
product planning, Attractive Quality, Affinity
Diagram, Poka Yoke
• compare with competition: SWOT analysis,
Benchmark test
• evaluation of feasibility: Feasibility Study
• reduction of costs in product: Value
Engineering, Optimization
• control risks: FMEA,
• planning process quality: QFD, Juran's quality
planning
• to focus on intended purpose: DFX techniques
• simulations and tests: Design of Experiment
(DOE)
• evaluate life-cycle status: Portfolio Analysis,
• reduction of time to market and avoidance of
miscommunication: Concurrent Engineering (CE),
QFD
• and other techniques.
3. Quality Planning
Product development is a process that can be
focused on different aspects. Speaking in the terms
of management, new product planning considers
marketability, costs, return on investment, time to
market. These factors should not be the only few
that are responsible why only one of the seven new
products in the USA becomes successful. Primary
focus in development process is to create product
that results in satisfied customer.
Quality means satisfying customer needs by choice
and creation of product features.
Can we develop the products without Quality
Planning?
When we make poor quality planning in later stages
the failures in design could hardly ever be removed
by means of quality assurance. Sometimes
correction of failures is done with big expenses and
sometimes it's not feasible. What happens to the
product then?
Well, without proper action the product will surely go
to the end of life cycle.
Process of Quality Planning is performed in several
phases. It begins with Product Concept Definition
and ends with Production Planning. These
processes are shown in figure 1.
QA
Process Production Produce the
Planning Planning Product
First phase means defining product with its use and
needs that should be satisfied. Outcome of this
phase is product concept with its required quality
(QR).
In the design phase required quality is translated
into product features. This phase output is designed
quality (QD). After this, validation should be
performed to verify that design specification meets
customer needs and other requirements.
Achieved quality (QA) is in production process.
Achieved quality should conform to designed
quality.
Nevertheless, two main processes should be
differentiated. These are translating demands into
specifications, and realization of the specification.
3.1. Product Concept Definition
Traditional way of product development was mainly
back-room process, where ideas weren't shared
with customers. Organizations today drive product
development with focus on users and competitive
demands.
If the developed product is intended for mass
production dominant role will have marketing
function. The idea for product may come from
development function, or other, but all the research
is focused on customers.
Quality planning method begins with analysis of
needs and expectations of customer. There are also
competitive demands. These things are acquired in
product concept that contains input requirements
that should be translated later into product
specification.
Needs analysis is performed through the process
guided by the questions:
1. Who are the customers?
2. What does the customer really need?
Analyzing need means also considering usability,
which often means operability, learn ability, and
understandability.
For example, to avoid incorrect use of a product,
Poka Yoke is been used.
Comparing product weaknesses and strengths to
competing products does Positioning Analysis. John
Ruskin said, "If you don't have competitive
advantage, than don't compete."
Frankly, customers often cannot explain their
expectations.
What must be observed in determining customer
requirements is that there are the needs that
customer doesn't express, those they assume that
"must be in". Such requirements refer to safety and
liability.
When customer thoughts are too widely dispersed
or numerous to organize an affinity diagram should
be implemented.
It is good to have in mind that it is not productive to
improve something customer does not really want.
Within the process of product definition, in 1996 the
Japanese suggested seven tools for new product
planning8. They are very simple to use. They are:
1. Group interview: a tool for identification of
needs,
2. Questionnaire Survey: a tool for needs
verification,
3. Positioning Analysis: maps a product position in
the market,
4. Concept Checklist: the tool is to check up if
there was any omitting ideas in product concept,
5. Table-type conceptualization: the tools for
detailed conceptualization of ideas,
6. Conjoint Analysis: a tool for evaluation of a set
of optimal features,
7. Quality Table: a tool for linkage to design.
Method of Attractive Quality Creation is also
suggested to be used. It points out and tests those
product features that exceed customer expectation.
3.2. Design
Many managers and engineers consider the Quality
Function Deployment (QFD) to be the primary
method in quality planning. And the primary chart in
it is so called "House of Quality". This matrix
translates the voice of the customer in design
requirements. It is the basis for all future matrices
needed for quality planning.

Feasibility study is used in the design process. It

anticipates how the product features will be
acomplished.
Customer Not only the product performances are inputs to
Requirements design. In design we should consider regulations for
the related product and requirements for product
phase I safety, reliability, durability, testability,
product concept maintainability, re-cycle ability and influence on
definition environment.
Output of design is design specification. It should
Design Requirements
satisfy all the input requirements.
RequirementsCustomer

Nevertheless, verification and validation of design

should be performed.
3.3. Component design
In the beginning of this phase product structure is to
bee analyzed. This means that the list or the tree of
all component parts is created.
Part Quality Characteristics Design requirements from the first chart are carried
to the next chart to establish component-quality
phase II characteristics. Planning of component quality is
RequirementsDesign

design based on its influence of product characteristics. To

this purpose the matrix "Design requirements-
Component Quality Characteristics" should be
made.
Then we should make distinguish between the
components that would be made in the company or
Key Process Operations purchased.
For components purchased is done selection of
supply resources. Criteria for the selection of
CharacteristicsPart Quality

resources are the quality of products which have to

suit the component quality requirements.
For the components to be made in the company,
following process planning should be performed.
3.4. Process planning
Objective of Process Planning is to develop
phase III processes that would meet the requirements of
Production Requirements
part design design specification.
The higher are the specification requirements; the
OperationsKey Process

more detailed quality planning should be done.

Generally, in many cases the problem isn't to meet

customer requirements for the single product. The

phase V
IV
process
production
Figure 2. Quality planning process
planning
 main problem is that from the customer point of view
zero-defect product is expected. If the product is not
obtained as such, customer won't be satisfied.
Hence the operations should be designed so that
they are to maintain parameters inside tolerances
and are independent of outside disturbances.
Process planning relates to both the final product
and the developed components.
Specific aspects of Process Planning include:
- Choice of machine quality and other facilities
- Choice of accessory facilities
- Choice of instrument accuracy
- Planning of flow of information
- Planning of packaging quality and delivery
In the beginning we should start from production
process.
Each operation is identified and plotted.
Successively showed operations are the basis for
other elements of planning, such as resources,
quality plans, operations risk plans and others.
Sample of table for operations planning is showed at
figure3.
Specific attention has been devoted to critical
processes. Critical process is a process that may
produce serious risk for human life and health,
environment, and risk for loss of significant amount
of money. To such processes specific measures,
safety conditions, systems of alarms, and other
mean of protection are applied.
Moreover, process of planning asks for risk
evaluation. FMEA technique should be used to
determine measures for elimination of potential risk
or reduction at acceptable level.
Resources Planning
In addition to process planning we are to make
resources planning.
Plan of operations
No. Operation Equipment Work Input
instruction parts/mater.
Operations Plan of resources
No. Operation Equipment Accessory Operation
equipment quality
characteristics
Operations Quality Plan
No. Operation Work Controlled Scope Measuring Inspection Respo
instruction parameters of method check list nsible
control
Figure 3 Planning of operations processes
While the product is defined in the preliminary
analysis, the Feasibility Study is performed. Both the
Feasibility Study and the Process Planning take into
account resources to create the product. These
resources include infra structure, facilities, labor and
information.
Planning of resources embrace resources directly
involved in production process and proper
accessory resources. These second groups provide
good performances of production process.
While performing Feasibility study, preliminary plan
of operations should be made. For that purpose the
same table for planning should be used. Each
operation includes resources, where we should
consider if they are available and changes that
should be made.
So, outputs of planning of resources are:
- Required resources to produce the
product,
- Required accessory resources,
- Required quality of resources (facilities,
machines, devices),
- Required changes in existing resources,
- Required investment in resources,
An information is regarded as a resource that
enables process control. These kinds of information
are obtained from measuring instruments and visual
inspection. Such information enables controllability
of process. It is also important to avoid so called
"passive feedback information", which means that
the information is available when there is no use of
it.
In addition to this basic information are SPC tools
providing qualitative evaluation of process.
3.4. Production planning
Production planning is final phase. The term
production planning in this context does not mean
planning of the volumes. The aspect of production
herein means:
Responsible
- Quality plans for process control and
person product control,
- Work instructions,
- Corrective measures to be taken
- Treatment of defective products
- Labor training requirements and plans
This phase is performed prior to serial production.
Operations Quality Plans
Potential
risks We design quality plans as add on to the plan of
operations. It considers required quality of product.
As it is known, quality plans specify operations,
checkpoints, work instructions, characteristics to be
tested, frequency of inspection, means of inspection
and responsible persons.
From the quality plan we define measuring
equipment. These instruments should be available
prior to serial production.
person Finally, a treatment of defective products has to be
predicted. We should consider which way the
defective products would be used.
4. Design Changes
Americans researches in the field of software quality
assurance have pointed out 5 common problems in
user needs +
regulations
O No
Validation k planning is the best way to avoid later efforts,
specifications
Yes
O the development process
Verificatio
n k
No
Correctiv
e
Action
Configuration
Management
Figure 3: Design Changes Process
the software development process. These are:
• poor requirements,
• unrealistic schedule,
• inadequate testing,
• featuritis,
• miscommunication.
Poor requirements and additional requirements
make the most of headaches. Resolving of these
problems is done through changes and additions
to requirements that are realized in terms of
configuration management.
The customer doesn't buy a specification; the
customer buys the product or service to fulfill a
need.
With a better definition of the product, the user
may find more details to comment. It is necessary
to confirm the conceptual solutions with target
users in the process of validation. Validation is done
by comparing the performances and functionality of
design to both the customer needs, and regulations
The changes in requirements are identified in the
validation process. In the phase of product planning,
validation is done in comparison to the latest
product specification or design. This means that
sequentially product development process is done
by iteration.
Identified differences start the process of changes,
as well as control of them. Actually, that is
configuration management.
It is the process that usually actively starts after
validation.
Corrective actions remove weaknesses, which are
often found out during verification.
Failures missed during the validation would be
reflected later on customer satisfaction. These
failures sometimes are hard to remove and
sometimes too expensive. Hence the good quality
expenses and missed attempts. Most important,
good quality planning results in satisfied customer.
5. Recent organizational techniques in
Instead of sequentially performed development
phases, new organizational technique called
Concurrent Engineering (CE), or Simultaneous
Engineering proposes simultaneously performed
processes by the development team. CE is the
practice of using a multidisciplinary team to conduct
conceptual thinking, product design, and production
planning all at one time. Differently of traditional
sequential design, CE provides for immediate
feedback that prevents problems with quality and
productivity.
CE is observed as part of TQM techniques in
development proccess8. In this system
communication flows better, different aspects are
better understood by the team. The project is hardly
ever sent back. As it may be seen in the figure 4,
design phase lasts longer, and the whole
Product Def inition
Concurrent Engineering
Design
Verif ication
Prototype
Redesign
Reverif ication
Reprototype
Sequential Engineering
Test Generation
0 20 40 Production
Test
Time units
Figure 4. Product develpoment time line
development is shortened.
References:
1. ISO 9004:2000 Quality Management System -
Guidelines for performance improvement
2. dr Branislav Marić, "Upravljanje projektima",
Univerzitet Braća Karić, Novi Sad 2000.
3. J. M. Juran, "Juran on Quality by Desgin", Grmeč,
Beograd 1997.
4. Živko Mitrović, "Osnove integralnog upravljanja
kvalitetom proizvoda", Jupiq, Beograd 1996.
5. Dale H. Besterfield and the group of co-authors,
"Total Qulaity Management", Prentice Hall, NY 1995.
6. Ronald D. Moen, "Some comments on Japan's seven
tools for new product planning", Total Quality
Management, No 2, Belgrade 1998.
7. Diane Ritter, Michael Brassard, The Creativity Tools
Memory Jogger, GOAL/QPC USA 1998.
8. Rick Hower, Software Quality Assurance,
www.ics.uci.edu
9. Prof. dr Vidosav D. Majstorivić, "Model menadžmenta
totalnim kvalitetom”, Poslovna Politika, Beograd 2000
10. Milić M. Radović, "Proizvodni sistemi", Kultura,
Beograd 1998.
11. Đorđe Malešević, "Skripte sa predavanja iy predmeta
Istraživanje i razvoj", FON, Belgrade 1996.