Quality Management (ME 308) Course Syllabus, Lecture notes of Industrial Engineering

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QUALITY MANAGEMENT

ME 308

Contact Hours: 2- 1 - 0; Credits: 3

Dr. Yuvraj K. Madhukar

S.

N.

Topic ~ No. of Lectures 1 Introduction: Different definitions, dimensions, aspects of quality, Traditional and modern view of Quality Control, Different Philosophies by Quality Gurus

2 Modern Quality Control Technologies: Quality engineering using Taguchi Methods, Off-line and On-line quality control, Concepts of Robust Design, Taguchi Loss Function, Quality Function Deployment (QFD)

3 Statistical Process Control (SPC): Manufacturing process variability, manufacturing process capability, and tolerances; Tools/methods used in SPC: Control Charts, Pareto charts, Fishbone diagram, etc. Implementation of SPC.

4 Control Charts: Theory and applications of control charts; Controls charts for variables: charts averages, ranges, and standard deviation; Control charts for attributes: p and c charts; Fraction defective and number of defects per unit; Different adaptation of control charts

5 Acceptance Sampling: Concept of acceptance sampling; Sampling by attributes: Single and double sampling plans, Use of Dodge Romming and Military standard sampling tables, Construction and use of OC curves; Sampling by variables: Continuous sampling plans

6 Total Quality Management (TQM): Concept and philosophy, Scope, Applications, Implementation, Quality Circles: Objectives, Structures, Techniques

7 Reliability: Concept and definition, Measurement and test of reliability, Design for reliability (DFR), Concepts of Maintainability and Availability

8 Case Studies

Total 42

Suggested References ➢ D. C. Montgomery , “ Introduction to Statistical Quality Control ”, John-Wiley & Sons Inc. New York, 2nd Edition, 1981; 3rd Edition,1996. ➢ G. Taguchi , “ Introduction to Quality Engineering ”, Kraus Int. Publications, 1986. ➢ G. Taguchi , E. A. Elsayed, and T. C. Hsiang, “ Quality Engineering in Production Systems ”, McGraw Hill Book Company, New York, 1989. ➢ D. L. Goestsch, and S. B. Davis , “ Introduction to Total Quality ”, Prentice Hall Inc. New Jersey, 2nd Edition, 1997. ➢ J. R. Evans, and W. M. Lindsay , “ The Management and Control of Quality ”, West Publishing Company, St. Paul, Minnesota, 1996. ➢ J. M. Juran, and F. M. Gryna , “ Quality Planning and Analysis ”, McGraw Hill Inc. New York, 2nd Edition, 1980; 3rd Edition,1993. ➢ J. M. Juran, and F. M. Gigna , “ Quality Control Handbook ”, McGraw Hill Inc. New York, 4th Edition, 1988. ➢ P. J. Russ , “ Taguchi Techniques for Quality Engineering ”, McGraw Hill Inc. New York,

➢ G. S. Peace , “ Taguchi Methods ”, Addison-Wesley Pub. Co. Inc. Reading, MA 1993. ➢ J. S. Oakland , “ Statistical Process Control ”, Butterworth-Heinemann, 1996. ➢ D. C. Summers , “ Quality ”, Prentice Hall Inc. New Jersey, 1997. ➢ L. Cohen , “ Quality Function Deployment ”, Addison-Wesley Pub. Co. Inc. Reading, MA

QUALITY MANAGEMENT

➢ It is about the use of statistical methods and other problem-

solving techniques to improve the

Quality of the products: Manufactured goods

Or services: Delivery of manufactured goods

Definition of QUALITY

Definition ❖ Customer is the Driving Force in Determining the Level of Quality that should be

Designed into the Product or Service

❖ Quality is Not Something that is Held at Universal Constant Level

❖ Quality Implies Different Levels of Expectations for Different Groups of

Consumers

❖ As the Needs of Customers Change, so should be the Level of Quality

DIMENSIONS of QUALITY ➢ PERFORMANCE : Will the product do the intended job?

Totality of the Product’s Operating Characteristics

i.e. In an Automobile, it Refers Acceleration, Top Speed, Braking Distance, Steering and Handling, and Ride ➢ FEATURES : (What does the product do?) ➢ Special Characteristics and Options that are Often Intended by the designer to

distinguish the Product from its Competitors

i.e. in a TV this might Include Larger Viewing Screen ➢ CONFORMANCE : Is the product made exactly as the designer intended?

Degree to which the Product’s Appearance and Function Conform to Pre-

established Standards

i.e. In Automobiles, it may Refer to Body’s fit and Finish and Absence of Squeaks Term Workmanship is Relevant here. Better is Workmanship, Higher is Conformance ➢ RELIABILITY : How often does the product fail?

Reliability in a Product Means that it is Always Available for the Customer and that

it Lasts Long before Final Failure

Quality: Performance to Specifications at t = 0; Reliability same at t > 0

i.e. In a Car, Reliability may Refer to Cold Starting Ability, Absence of Maintenance and Repair Visits to the Dealer/Mechanic

DIMENSIONS of QUALITY ➢ DURABILITY : How long does the product last?

Ability of a Product and its Components to Last Long Time Despite Heavy Use

i.e. A Car having Engine that can Run Well Over 500,000 Km, a Body that does Not

Rust, A Fabric that does Not Wear Out after Many Years of Use

➢ SERVICEABILITY : How easy is it to repair the product?

Ease of Servicing and Maintaining the Product If a Product is so Complicated

that the Owner cannot do the Servicing and Product must be Taken Back to the

Dealer/Mechanic then Serviceability include the Factors such as Courtesy and

Promptness of the Service Provided by the Dealer

➢ AESTHETIC APPEAL : What does the product look like?

Usually Refers to the Appearance of the Product

How Pleasing is the Product to the Senses Especially the Visual Sense?

i.e. Car Body’s Style and Shape, Front Grill Treatment, and Colour may Affect the

Aesthetic Appeal of a Car

➢ PERCEIVED QUALITY : What is the reputation of the company or its product?

A Subjective and Intangible Factor that may Include the Customer’s Perception

of Several Preceding Dimensions Perceived Quality is Often Influenced by Brand

Name, Company Reputation, Advertising , etc.

QUALITY CHARACTERISTICS & DEFECT

Quality Characteristics Fall into Two Broad Classes : Variables and Attributes

➢ Variables: Those Quality Characteristics that are Measurable and can be Expressed on Numerical Scale, i.e. Diameter of a Shaft, Density of Liquid. ➢ Attributes: A Quality Characteristic that cannot be Measured on a Numerical Scale is Expressed as an Attribute, i.e. Colour of a Fabric; Smell of a Cologne; Measurement of Dimensions using Go/Not-go Gages ❖ Attributes: These Quality Characteristics that can be Classified as Either Conforming or Non-conforming to a Stipulated Specification ❖ Non-Conformity is a Quality Characteristics that does Not Meet the Stipulated Specifications ❖ A Non-Conforming Unit has One or More Non-Conformities such that the Unit is Unable to Meet the Intended Standards and is Unable to Function as Required ➢ DEFECT: A Defect is Associated with a Quality Characteristics that does Not Meet Specified Standards ❖ Modern Term for Defect is Non-conformity ❖ Severity of One or More Defects in a Product or Service may Cause it to be Unacceptable or Defective

STANDARD & SPECIFICATION

A Standard & Specification Refers to a Precise Statement that Formalizes the

Requirements (Related to a Product or a Process or a Service) of the Customer

US National Bureau of Standard (1983)

➢ 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

STANDARD & 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 Characteristic thereof.

i.e. an Object such as Standard Kilogram

Indian standard ins(Bureau of Indian Standards since Jan 1 1987)

The ISI mark is mandatory for certain products to be sold in India, like many of the

electrical appliances like switches, electric motors, wiring cables, heaters, kitchen

appliances etc., and other products like Portland cement, LPG valves, LPG

cylinders, automotive tires etc.

➢ Acceptable Bounds on Individual Quality Characteristic are Known as

Specification Limits (Say, 2 ± 0.1 cm for the diameter)

➢ The Document that Addresses the Requirements of All Quality characteristics

is Called Standard

ASPECTS of QUALITY ➢ Quality of Design and Manufacturing:

Stringent Conditions that the Product or Service

must Minimally Possess to Satisfy the Needs of

the Customer

➢ Quality of Conformance: Implies that

Manufactured Product or Service Rendered

Must Meet the Standards Selected in the

Design Phase

➢ Quality of Performance: Degree to which a

Product or Service Satisfies the Customer

Quality

Quality of

conformance

Quality of

design

Quality of

performance

➢ Three aspects of Quality

Actual

performance

Design

specifications

Customer

satisfaction

Conformance

quality failure

Design quality

failure

➢ Two aspects of Quality ➢ Design quality: deliver

features that meets customer

needs

➢ Conformance quality: how

well a product or service

performs relative to its design

and specifications

ASPECTS of QUALITY Two Aspects of Quality in Manufactured Product by Joseph M. Juran and F. M. Gryna (1993) ➢ Product Features: Quality Characteristics of the Product Resulting from its Design Design Department is Responsible ➢ Freedom from Deficiencies: Product does what it is Supposed to do and is Free from Defects and Out-of-Tolerance Conditions Manufacturing Departments are Responsible Quality Aspect Examples Product features Design Configuration, Size, Weight Function and Performance, Distinguishing Features of the Model Ease of Use, Reliability and Dependability, Durability and Long Service Life , Serviceability, Reputation of Product and Producer Freedom from Deficiencies

Absence of Defects, Conformance to Specifications

Components within Tolerance, No Missing Parts

No Early Failures

QUALITY of Conformance & Performance ➢ Quality of Conformance: Implies that Manufactured Product or Service Rendered

Must Meet the Standards Selected in the Design Phase

➢ In Mfg: Degree to which Quality is Controlled from the Procurement of Raw Material to

Shipment of Finished Product

➢ Three Broad Areas: ❖ Defect Prevention (through SPC Techniques) ❖ Defect Detection (through Inspection, Test, and Statistical Analysis of Process Data) ❖ Defect Analysis and Rectification ➢ Quality of Performance: Degree to which a Product or Service Satisfies the

Customer

➢ How Well the Product Functions or Service Performs when Put to Use ➢ Remember: ❖ Final Test of Product or Service Acceptance Always Lies with the Customer ❖ Meeting Customer Expectation is Major Goal ❖ If a Product does Not Function Well Enough to Meet Customer Expectations or

Service does not Live up to Customer Standards

Product or Service will have Poor Quality of Performance Despite of having Very

Good Level of Quality of Design and Conformance

Adjustments are Need in Design and Conformance Phase