PRODUCTION AND OPERATIONS MANAGEMENT

QUALITY MANAGEMENT
By Arun Mishra

Learning Objectives
What is Quality? Understand the meaning of Quality Control Understand the meaning of Quality Assurance

Understand statistical Quality Control

Acceptance Sampling and Types. Understand TQM (Total Quality Management) Quality Certifications (ISO Systems)

Defining Quality
The totality of features and characteristics of a

product or service that bears on its ability to satisfy stated or implied needs American Society for Quality
User-based better performance, more features
Manufacturing-based

conformance standards, making it right the first time

to

Product-based

specific attributes of the product

and

measurable

Key Dimensions of Quality

Performance Features Reliability Serviceability Appearance Customer Service Safety

Quality Control and Quality Assurance

Quality Control: An approach to prevent the defects rather than defecting the defects. Quality Assurance: Activity of providing adequate confidence that a product or service will satisfy given requirement for quality. It encompasses quality planning, quality control, quality improvement, quality audit & reliability.

Benefits of Quality Control

Minimum scrap or rework due to reduced defectives. Reduced cost of labour and material as a result of reduced defectives. Uniform quality and reliability of product help in increasing sales turn over. Reduced variability resulting in-higher quality and reduced production bottle necks. Reduced inspection and reduced inspection costs. Reduced customer complaints. Increased quality consciousness among employees. Higher operating efficiency. Better utilisation of resources. Better customer satisfaction and employee satisfaction

Ensuring Quality
A. B. C. D.

Control of Engineering Quality Control of Purchased Material Quality Control of Manufacturing Quality Actions Supporting the Product After Delivery

Statistical Quality Control (SQC)

Statistical Quality Control: Application of statistical

techniques to accept or reject products already produced or to control the process while it is being carried out. Statistical Process Control (SPC): Statistical evaluation of the output of a process during production.

Acceptance Sampling
Acceptance Sampling: A statistical technique used

to take a decision regarding acceptance or rejection of a lot without having to examine the entire lot. Random sampling provides equal of being selected chance to each element.

Acceptance Sampling Technique

Acceptance sampling inspection can be either sampling by

attributes or sampling by variables. Acceptance sampling plans have two important concepts as background when the characteristic being measured are attributes. They are. A. Average outgoing quality curves B. operating characteristic curves.

An Average Outgoing Quality (AOQ) Curve

Operating Characteristic (OC) Curve

An

operating characteristics curve shows how well an acceptance sampling plan discriminates between good and bad lots. Operating Characteristic Curve

Types of Acceptance Sampling Plans

Three types of acceptance sampling plans are: Single sampling Double sampling Sequential sampling