Donald E.

Stout, Jr 6/3/2020

ME- 308 Quality Engineering

Dr. Abdul Shakoor

Lecture 1- Quality Basics
shakoor@uetpeshawar.edu.pk

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ME – 308 Quality Engineering

Course Objectives
This subject provides students with the knowledge to;

1. understand basic quality management principles.

2. understand the philosophy and core values of Quality ,
Quality Control and Total Quality Management (TQM);
3. analyze the relationship of statistics to a process
4. understand process capability and use statistical process
control to monitor a process.
5. apply problem-solving tools and basic statistical concepts,
process control and process capability plans, acceptance
sampling, and attribute controls.
6. understand the basic metrology techniques and their
applications in Quality Control
7. apply and evaluate best practices for the attainment of total
quality

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Course Learning Outcomes (CLOs)

Upon completion of the subject, students will be able to;

1. select and apply appropriate techniques in identifying

customer needs, as well as the quality impact that will be
used as inputs in TQM methodologies;
2. measure the cost of poor quality and process effectiveness
and efficiency to track performance quality and to identify
areas for improvement;
3. understand proven methodologies to enhance management
processes, such as benchmarking and business process
reengineering;
4. Choose a framework to evaluate the performance excellence
of an organization, and determine the set of performance
indicators that will align people with the objectives of the
organization.

Course Outline :
Quality Fundamentals;
Introduction to Quality. Relation between quality and productivity. Sampling production Model,
Process Control Model, Quality Assurance Assessment. Total Quality Control. Quality Control
Circles, Taguchi’s Model. Quality System Standards. I.S.O Quality Models. Quality control and
Quality Assurance, Inspection, Quality Audit, Quality Philosophies, Six sigma, Kaizen Techniques.

Inspection & Gauging;

Line and End Standards. Linear Measurements; Interferometer, Taylor Theory of Gauging, Systems
of Limits & Fits, B.S. 4500. Angular Measurements; Sine Bar, Angle Gages, Autocollimator.
Comparators: Mechanical Electrical, Optical. Surface Texture.

SQC;
Use of Binomial, Poisson and Normal Distributions. Sampling Plans, Single, Double & Multiple
Control Charts; Inspection by Attributes, Inspection by Variable Reliability & Maintainability. Industrial
Applications , Introduction to Total Quality Management and its tools

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ME – 308 Quality Engineering

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Recommended Books
1. Quality Control (7E) By Dale H. Besterfield
2. Handbook of Industrial Engineering, By G. Salvendy. John Wiley.
3. Metrology for Engineers, By Galyer and Shobolt.
3. Total Quality Control, By A. V. Feignbaum, McGraw-Hill.
4. Statistical Quality Control, By Eugene L. Grant and Richard S.
Leavenworth McGraw-Hill Co.
5. Metrology & Measurement , By Anad K Bewoor and Vinay A
Kulkarni
6. Principles of Operations Management, By Jay Heizer
7. Fundamentals of Modern Manufacturing ( Materials , Processes ,
and Systems ) , By M. P . Groover

CLO /PLO Mapping WEEKLY Schedule

Quality Basics

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Defining Quality
 ASQ - ―quality is a subjective term for
which each person has his or her own
definition‖

 What’s your definition?

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ME – 308 Quality Engineering

Defining Quality
 In technical usage, quality can have
two meanings:
• the characteristics of a product or service
that bear on its ability to satisfy stated or
implied needs, and
• a product or service free of deficiencies

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Defining Quality - “Gurus”

 Deming - ―non-faulty systems‖
• Out of the Crisis
 Juran - ―fitness for use‖
• Quality Control Handbook
 Crosby - ―conformance to
requirements‖
• Quality is Free

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ME – 308 Quality Engineering

Defining Quality- Different Views

 Customer’s view (more subjective)
• the quality of the design (look, feel, function)
• product does what’s intended and lasts
 Producer’s view
• conformance to requirements (Crosby)
• costs of quality (prevention, scrap, warranty)
• increasing conformance raises profits
 Government’s view
• products should be safe
• not harmful to environment

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Definitions
Quality
• Ratio of the perceptions of performance

to expectation.
• ASQ—Each person or sector has its

own.
• ISO 9000—Degree to which a set of

inherent characteristics fulfills

requirements.
• All of the above.
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Definitions (Continued)
Quality Control--Use of techniques to
achieve and sustain the quality.
Quality Improvement--Use of tools and
techniques to continually improve the
product, service, or process.
Statistical Quality Control—Use of statistics
to control the quality.
• Acceptance Sampling
• SPC

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Definitions (Continued)
Quality Assurance--Planned or
systematic actions necessary to
provide adequate confidence that the
product or service will satisfy given
requirements.
Process--Set of interrelated activities that
uses specific inputs to produce specific
outputs. Includes both internal and
external customers and suppliers.

Historical Review
 Skilled craftsmanship during Middle Ages
 Industrial Revolution: rise of inspection
and separate quality departments
 Statistical methods at Bell System (1924)
 The American Society for Quality (1946)
 Deming (1950) - Quality

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Historical Review
(Continued)
 First Quality Control Circles (1960)
 1980s
TQM
Statistical Process Control, SPC
Malcolm Baldrige National Quality Award
Taguchi
 ISO (1990)
 Via Internet (2000)
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Responsibility for Quality

Customer

Service Marketing
Quality
Packaging and Product Design
Storage Or Engineering
Service
Inspection
and Test Procurement

Process
Production Design

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Responsibility for Quality

Marketing
 Help to evaluate the level of product quality that a

customer wants, needs..

Design Engineering
 Translate the customer’s requirements into operating

characteristics, exact specifications, and appropriate

tolerances
Procurement
 Responsible for procuring quality materials and

components

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Responsibility for Quality

(Continued)
Process Design
 Develops processes and procedures

that will produce a quality product/service

Production
 Produce quality products and services

Inspection and Test

 Appraise the quality of purchased and manufactured

items and to report the results

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Responsibility for Quality

(Continued)
Packaging and Storage
 Preserve and protect the quality of the product

Inspection and Test

 Appraise the quality of purchased and

manufactured items and to report the results

 Can sometimes be automated

Service
 Fully realizing the intended function of the

product during its expected life

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Quality by Design
 Quality by Design is the practice of using a
multidisciplinary team to conduct product
or service conception, design, and
production planning at one time.
 The major benefits are faster product
development, shorter time to market,
better quality, less work-in-process, fewer
engineering change orders, and increased
productivity

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Stout’s View

Quality = Performance
Expectation

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Goods versus Services

Good Service
 Can be resold  Reselling unusual
 Can be inventoried  Difficult to inventory
 Some aspects of  Quality difficult to
quality measurable measure
 Selling is distinct  Selling is part of
from production service

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© 2004 by Prentice Hall, Inc. , Upper Saddle River, N.J. 07458

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Goods versus Services - continued

Good Service
 Product is  Provider, not product
transportable is transportable
 Site of facility  Site of facility
important for cost important for customer
contact
 Often easy to  Often difficult to
automate automate
 Revenue generated  Revenue generated
primarily from primarily from
tangible product intangible service.

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Value-based Approach
 Manufacturing  Service dimensions
dimensions • Reliability
• Performance • Responsiveness
• Features • Assurance
• Reliability • Empathy
• Conformance • Tangibles
• Durability
• Serviceability
• Aesthetics
• Perceived quality
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Textbook Definition
 Armand Feigenbaum -
• author: Total Quality Control (1961)
• ―quality is a customer determination based
on the customer’s actual experience with the
product or service, measured against his or
her requirements - stated or unstated,
conscious or merely sensed, technically
operational or entirely subjective - and
always representing a moving target in a
competitive market.‖
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ME – 308 Quality Engineering

The Dimensions of Quality

DIMENSION MEANING
Performance Primary product characteristics
Features Secondary characteristic (remote control, etc)
Conformance Meeting specifications or industry standards
Reliability Consistency of performance over time
Durability Useful life
Service Resolution of problems and complaints
Response Human-to-human interface
Aesthetics Sensory characteristics
Reputation Past performance and other intangibles

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Shift to Quality

Isolated Global
Economies Period of Economy
change from
Focus on quantity to Focus on
quantity quality quality

Pre-World War II 1945 1990’s

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History of Quality Paradigms

 Customer-craft quality paradigm:
• – design and build each product for a particular customer.
• – producer knows the customer directly.
 Mass production and inspection quality paradigm:
• focus on designing and building products for mass
consumption.
• larger volumes will reduce costs and increases profits.
• push products on the customer (limit choices).
• quality is maintained by inspecting and detecting bad
products.
 TQM or “Customer Driven Quality” paradigm:
• potential customers determine what to design and build.
• higher quality will be obtained by preventing problems

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Need for a New Strategy

 Foreign markets have grown
• Import barriers and protection are not the
answer.
 Consumers are offered more choices
• They have become more discriminating.
 Consumers are more sophisticated
• They demand new and better products.

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ME – 308 Quality Engineering

Why Quality Improvement?

 Global Competition
• Economic and political boundaries are
slowly vanishing
• The 1950’s slogan ―Built by Americans for
Americans‖ is very far from reality in the
2000’s.

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Why Quality Improvement?

 It pays
• Less rework, fewer mistakes, fewer
delays, and better use of time and
materials
• In United States today, 15 to 20% of
the production costs are incurred in
finding and correcting mistakes.

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ME – 308 Quality Engineering

How Do Organizations Compete?

 Most common competitive measures:
• Quality (both real and perceived)
• Cost
• Delivery (lead time and accuracy)
 Other measures
• safety,
• employee morale,
• product development (time-to-market,
innovative products)
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Contrasting Approaches
 Passive /  Proactive / Preventive
Reactive • Design quality in
• Setting products and processes
acceptable • Identify sources of
quality levels variation (processes
• Inspecting to and materials)
measure • Monitor process
compliance performance

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The Quality Hierarchy

Incorporates QA/QC activities
Total Quality into company-wide system
Prevention aimed
Management
at satisfying the customer
SPC
Actions to insure products or
Quality Assurance services conform to company
requirements
Operational techniques to make
Quality Control
inspection more efficient and to
Detection SQC reduce the costs of quality.

Inspection Inspect products

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SPC Vs SQC
1.―SPC‖ stands for ―Statistical Process Control‖ while ―SQC‖ stands for
―Statistical Quality Control.‖

2.SQC refers to the use of statistical tools to analyze variations in the

manufacturing process in order to make it better while SPC is a
category of SQC that also uses statistical tools to oversee and control
the production process to ensure the production of uniform products
with less waste.

3.SPC checks the production process for flaws that may lead to low-
quality products while SQC uses a specific number of samples to
determine the acceptability of a product.

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