Managing Quality

According to J.M. Juran:

Quality is Fitness for use

According to Philip Crosby:
Quality is Conformance to specifications
Quality
Meeting, or exceeding, customer
requirements now and in the future.
Dimensions of Quality
QUALITY
Quality of Design
Determined before the product is
produced
Determined by market research
Translates the requirements of
customers into specifications
Quality of Conformance
Producing a product that meets the
specifications
The Quality Cycle
MARKETING
Interprets customer needs
Works with customer to
design product to fit
operations
Interpretation of needs
CUSTOMER
Specifies quality needs
Needs
OPERATIONS
Produces the product or
services

QUALITY CONTROL
Plans and monitors
quality
Product
ENGINEERING
Defines design concept
Prepares specifications
Define quality
characteristics
Specifications
Implementation of quality
improvement
Define quality attributes on the basis of customer
needs
Decide how to measure each attribute
Set quality standards
Establish appropriate tests for each standards
Find and correct causes of poor quality
Continue to make improvements
Quality Costs
Quality Costs are classified into four
categories:
External failure costs,
Internal failure costs,
Appraisal costs, and
Prevention costs.
Statistical Process Control
Assignable Causes,

Random Causes.
Process Control Chart
x
y
Time
Upper control limit (UCL)
Center line (CL)
Lower control limit (LCL)
Average + 3
standard
deviations
Quality
measurement
average
Average - 3
standard
deviations
Mean Charts
The Goliath Tool Company produces slip-
ring bearings, which look like flat
doughnuts or washers. They fit around
shafts or rods, such as drive shafts in
machinery or motors. In the production
process for a particular slip ring bearing
the employees have taken 10 samples of
5 slip ring bearings (i.e., n=5). The
individual observations from each sample
are shown as follows:
Sample Observations
1. 5.02 5.01 4.94 4.99 4.96
2. 5.01 5.03 5.07 4.95 4.96
3. 4.99 5.00 4.93 4.92 4.99
4. 5.03 4.91 5.01 4.98 4.89
5. 4.95 4.92 5.03 5.05 5.01
6. 4.97 5.06 5.06 4.96 5.03
7. 5.05 5.01 5.10 4.96 4.99
8. 5.09 5.10 5.00 4.99 5.08
9. 5.14 5.10 4.99 5.08 5.09
10. 5.01 4.98 5.08 5.07 4.99

The company wants to develop mean and R-chart to
monitor the process variability.
Control Charts for Attributes
An electronic company manufactures
several types of cathode ray tubes on a
mass production basis. During the past
month, tube type A has caused
considerable difficulty. The following table
contains data from 21 days of this
troublesome period. 100 units are
inspected each day. Compute the central
line and 3-sigma control limits for a p-chart
for this tube process.
Day Fraction Day Fraction
Rejected Rejected

1 .22 12 .46
2 .33 13 .31
3 .24 14 .24
4 .20 15 .22
5 .18 16 .22
6 .24 17 .29
7 .24 18 .31
8 .29 19 .21
9 .18 20 .26
10 .27 21 .24
11 .21
C-chart
The Ritz Hotel has 240 rooms. The hotels housekeeping department is
responsible for maintaining the quality of the rooms appearance and
cleanliness. Each individual housekeeper is responsible for an area
encompassing 20 rooms. Every room in use is thoroughly cleaned and its
supplies, toiletries, and so on are restocked each day. Any defects that the
housekeeping staff notice that are not part of the normal housekeeping
service are supposed to be reported to the hotel maintenance. Every room
is briefly inspected each day by a housekeeping supervisor. However, hotel
management also conducts inspection tours at random for a detailed,
thorough inspection for quality-control purposes. The management
inspectors not only check for normal housekeeping service defects like an
inoperative or missing TV remote, poor TV picture quality or reception,
defective lamps, a malfunctioning clock, tears or stains in the bedcovers or
curtains, or a malfunctioning curtain pull. An inspection sample includes 12
rooms, i.e., one room selected at random from each of the twelve 20-room
room blocks serviced by a housekeeper. Following are the results from 15
inspection samples conducted at random during a 1 month period:
Sample Number of Defects

1 12
2 8
3 16
4 14
5 10
6 11
7 9
8 14
9 13
10 15
11 12
12 10
13 14
14 17
15 15
The hotel believes that approximately 99
percent of the defects are caused by
natural, random variations in the
housekeeping and room maintenance
service, with 1 percent caused by
nonrandom variability. They want to
construct c-chart to monitor the house
keeping service.