QUẢN LÝ CHẤT LƯỢNG

Quality Management

Th.S. Huỳnh Bảo Tuân

BM QLSX & ĐH
hbtuan@hcmut.edu.vn

0966 252 966

If you can’t measure it… you can’t manage it !

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 CHI PHÍ CHẤT LƯỢNG
COST OF QUALITY (CoQ)

If you can’t measure it… you can’t manage it !

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 If you can’t measure it… you can’t manage it !
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 KHÁI NIỆM CoQ
Definition of CoQ

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 • Câu chuyện sữa nhiễm
Melamine
• Câu chuyện xuất khẩu hàng
CHI PHÍ thủy sản bị kiểm soát dư lượng
CHẤT kháng sinh

LƯỢNG LÀ ĐỨNG Ở GÓC NHÌN QUẢN LÝ

GÌ ? CHẤT LƯỢNG

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 If you can’t measure it… you can’t manage it !
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 CHI PHÍ CHẤT LƯỢNG LÀ GÌ ?

If you can’t measure it… you can’t manage it !

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 WHAT IS COST OF QUALITY ?

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 CHI PHÍ CHẤT LƯỢNG LÀ GÌ ?

If you can’t measure it… you can’t manage it !

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 If you can’t measure it… you can’t manage it !
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 CÁC NHÓM CHI PHÍ CHẤT LƯỢNG

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 CÁC NHÓM CHI PHÍ CHẤT LƯỢNG

P
A

F IF
EF

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 Cost of Quality

 Cost of Achieving Good Quality

 Prevention costs
 costs incurred during product design
 Appraisal costs
 costs of measuring, testing, and analyzing
 Cost of Poor Quality
 Internal failure costs
 include scrap, rework, process failure, downtime,
and price reductions
 External failure costs
 include complaints, returns, warranty claims,
liability, and lost sales

Copyright 2006 John Wiley & Sons, Inc. 3-13

 Prevention Costs
 Quality planning costs
 costs of developing and
implementing quality
management program
 Product-design costs
 costs of designing
products with quality
characteristics
 Process costs
 costs expended to make
sure productive process
conforms to quality
specifications
Copyright 2006 John Wiley & Sons, Inc.
 Training costs
 costs of developing and
putting on quality training
programs for employees
and management
 Information costs
 costs of acquiring and
maintaining data related
to quality, and
development of reports on
quality performance
3-14
 Appraisal Costs

 Inspection and testing

 costs of testing and inspecting materials, parts, and
product at various stages and at the end of a
process
 Test equipment costs
 costs of maintaining equipment used in testing
quality characteristics of products
 Operator costs
 costs of time spent by operators to gar data for
testing product quality, to make equipment
adjustments to maintain quality, and to stop work to
assess quality

Copyright 2006 John Wiley & Sons, Inc. 3-15

 Internal Failure Costs
 Scrap costs
 costs of poor-quality
products that must be
discarded, including labor,
material, and indirect costs
 Rework costs
 costs of fixing defective
products to conform to
quality specifications
 Process failure costs
 costs of determining why
production process is
producing poor-quality
products
Copyright 2006 John Wiley & Sons, Inc.
 Process downtime costs
 costs of shutting down
productive process to fix
problem
 Price-downgrading costs
 costs of discounting poor-
quality products—that is,
selling products as
“seconds”
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 External Failure Costs

 Customer complaint costs  Product liability costs

 costs of investigating and  litigation costs
satisfactorily responding to a resulting from product
customer complaint resulting
from a poor-quality product liability and customer
injury
 Product return costs
costs of handling and replacing  Lost sales costs

poor-quality products returned  costs incurred
by customer because customers
 Warranty claims costs are dissatisfied with
 costs of complying with
poor quality products
product warranties and do not make
additional purchases

Copyright 2006 John Wiley & Sons, Inc. 3-17

 ĐO LƯỜNG CHI PHÍ
CHẤT LƯỢNG
CoQ Measurement

If you can’t measure it… you can’t manage it !

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ĐO LƯỜNG
CHI PHÍ
CHẤT
LƯỢNG ĐỂ
LÀM GÌ ?

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 If you can’t measure it… you can’t manage it !
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 If you can’t measure it… you can’t manage it !
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ĐO LƯỜNG CHI PHÍ CHẤT LƯỢNG ĐỂ LÀM GÌ ?

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ĐO LƯỜNG CHI PHÍ CHẤT LƯỢNG ĐỂ LÀM GÌ ?

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Quality costs increase over
time
Liability costs
Failure Costs

Failure found by customer

Field repair costs

Failure found at installation

Failure found at final inspection

Failure found at onset of manufacture
Failure found during design phase
Prevention Costs

Time when failure found

Cost of Quality
The 1-10-100 Rule
Prevention
$ 1
Correction
$ 10

Failure
$

$ 100

$
LÀM THẾ NÀO
ĐỂ ĐO LƯỜNG
CHI PHÍ CHẤT
LƯỢNG

If you can’t measure it… you can’t manage it !

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 Measuring and
Reporting Quality Costs
 Index numbers
 ratios that measure quality costs against a
base value
 labor index
 ratio of quality cost to labor hours
 cost index
 ratio of quality cost to manufacturing cost
 sales index
 ratio of quality cost to sales
 production index
 ratio of quality cost to units of final product

Copyright 2006 John Wiley & Sons, Inc. 3-27

 • Đây là một công ty chuyên sản
xuất các thiết bị ứng dụng GIS
(geographic information
system), ví dụ các thiết bị định
vị và chỉ đường trên xe otô
CASE STUDY • Sau khi bán hàng, họ nhận
GIS Inc. được đơn khiếu nại của khách
hàng và trả lại sản phẩm.
• Hãy xem họ giải quyết vấn đề
này như thế nào, và tính toán
các chi phí chất lượng ra sao ?

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 Simers
challenges

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 • Thảo luận

Những khó khăn

và hạn chế khi đo
lường CoQ

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 If you can’t measure it… you can’t manage it !
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 If you can’t measure it… you can’t manage it !
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 MÔ HÌNH CHI PHÍ CHẤT
LƯỢNG - CoQ Models

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How much profit are you losing
through poor quality ?

Measuring return on quality

should be a common pratice

If you can’t measure it… you can’t manage it !

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 Quality Management
and Productivity
 Productivity
 ratio of output to input
 Yield: a measure of productivity

Yield=(total input)(% good units) + (total input)(1-%good units)(% reworked)

or
Y=(I)(%G)+(I)(1-%G)(%R)

Copyright 2006 John Wiley & Sons, Inc. 3-49

 Product Cost

( K d )( I )  ( K r )( R)
Product Cost

Y
where:
Kd = direct manufacturing cost per unit
I = input
Kr = rework cost per unit
R = reworked units
Y = yield

Copyright 2006 John Wiley & Sons, Inc. 3-50

 Quality–Productivity Ratio

QPR
 productivity index that includes productivity and
quality costs

(non-defective units)
QPR =
(input) (processing cost) + (defective units) (reworked cost)

Copyright 2006 John Wiley & Sons, Inc. 3-51

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Result: quality improves and costs decline

Cost of Cost of
Cost of doing
Total producing + producing +
= quality
costs goods or waste or
improvement
services errors

SAVE HERE SPEND HERE

 Reduce Chronic Waste giảm những lãng phí kinh niên

MATERIAL CUMULATIVE
•SCRAP
•EXCESS INVENTORY PEOPLE’S TIME
•INSPECTION
EQUIPMENT •REWORK LOST SALES
•TEST EQUIPMENT •INSPECTION •POOR QUALITY CAPITAL
$ •POOR MACHINE
UTILIZATION
•CHECKING PRODUCTS/SERVICE
S
•INVESTMENTS
•ENERGY •CLARIFYING •WARRANTY
•NOT RESPONSIVE TO
•LOST OR MISPLACED •PRODUCING COST
MATERIAL CUSTOMERS NEEDS
WASTE OR •LIABILTIY COST
•OVER AND UNDER POOR QUALITY •POOR CUSTOMER
SPECIFICATIONS SERVICE •IDLE
•EXCESSIVE •INEFFICIENT EQUIPMENT
MEETINGS •POOR ENGINEERING
EQUIPMENT
•DEPRECIATION
Chuỗi phản ứng chất lượng của Deming
Giảm chi phí, vì: giảm được khuyết tật sản
Cải tiến
phẩm, giảm sai lầm, giảm làm lại, giảm
chất Nâng cao
thời gian chờ đợi; sử dụng hiệu quả máy
lượng năng suất
móc thiết bị và nguyên vật liệu

Nắm bắt thị trường

với chất lượng tốt Tồn tại và phát Tạo ra việc làm
hơn và giá thành triển trong kinh và nhiều việc
thấp hơn doanh làm hơn
 • Quality is defined in terms of
'the loss a product causes to
society after being shipped',
• Engineers are charged with
the responsibility for reducing
Taguchi loss such loss.
• Using quality loss functions,
function Taguchi translates functional
variability into the financial
loss borne by the customer,
business firm or society at
large.

If you can’t measure it… you can’t manage it !

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 • Manufacturing sector:
 Reduce variety
 System design
 Parameter design
Approaches for  Tolerance design
reducing  Robust design

quality loss • Service sector

 Facilitating
 Compensatory

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 Thank for your attention !

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