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Copyright (c) 2012 John Wiley & Sons, Inc.
Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 2
Copyright (c) 2012 John Wiley & Sons, Inc.
Learning Objectives
Desired situation
Actual situation
Fact-based management
Data
▪ To measure is to know
Lord Kelvin
You are trained to be a good problem solver!
1.1 Definitions – Meaning of Quality and
Quality Improvement
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1.1 Definitions – Meaning of Quality and
Quality Improvement
1.1.1 The Eight Dimensions of Quality
❑ Tangible product
❑ Consistent product definition
❑ Production usually separate from
consumption
❑ Can be inventoried
❑ Low customer interaction
Characteristics of Service
❑ Intangible product
❑ Produced and consumed at same time
❑ Often unique
❑ High customer interaction
❑ Inconsistent product definition
❑ Often knowledge-based
❑ Frequently dispersed
Goods and Services
Automobile
Computer
Installed carpeting
Fast-food meal
Restaurant meal/auto repair
Hospital care
Advertising agency/
investment management
Consulting service/
teaching
Counseling
100% 75 50 25 0 25 50 75 100%
| | | | | | | | |
– Quality of conformance
• How well the product conforms
to the specification required by
design?
- Toyota
Vios
HP
Chapter 1 Introduction to Statistical Quality Control, 7th Edition by Douglas C. Montgomery. 18
Copyright (c) 2012 John Wiley & Sons, Inc.
The Transmission Example
IE
Work
Study
t-test
DOE
SPC
ASP
Quality
Era
Deming
Award
TPS
Juran
FFD
TQM
ASP
Difference =
Input Variables Problem,
Output
Controlled variables Systems Opportunity
Responses for
Explanatory variables
Dependent improvement
Independent variables
variables
Predictors
Actual
situation
30
Understanding a Problem
Analytical Skill
CTQ
1
X
Systems Y
…
Actual Target
X1 X2 Xm
Quality Improvement
- Adjust the process responses (Y) close to Target
- Reduce variation of responses (Y) to zero
W. Edwards Deming
http://www.juse.or.jp/deming_en/award/index.html
Interviewed in 1990s
QA
TPM
Market-in Why-Why Policy
7 QC tools Management
Next Process
7 New QC tools
Daily
PROMOTIONAL VEHICLES
PDCA Task Achieving
E&C F Charting Management
Fact & Data Problem Solving
TECHNIQUES
CONCEPTS
Statistics Cross-
เน้น Process DOE Functional
Management
QFD
Standardize FMEA Suggestion, QCC,
Bottom-Up 5S, Safety &
Innovation &TQM Activity Environment
Prevention AQC & NPD
แรงผลักดันและจูงใจ (Motivation)
เทคโนโลยีเฉพาะด้าน(Intrinsic Technology)
Total Quality Management (TQM)
• TQM is “just another program”
• Value engineering
• Zero defects
• “Quality is free”