1

.2Pr
ocedur
esandMat
hinAppl
icat
ionofQC

Designofexper iment
. I
finmos trealli
fesit
uati
ons,thenumberoft heinputismorethan
j
ustaf ew,thenumberofexperimentsneces s
arytot es
tallcombinati
onsoft hesefactor
sat
di
fferentlevelsi
sveryhugeandtheappr oachconsequentlyisnolongerfeasi
blyThi
siswhere
st
atist
icalmethodscanbeappli
edusingdes i
gnofexpei mients,f
oranexper i
mentdesignedto
gi
veamaxi mum ofexperi
mentrunsthatistheoptimalcost.

DOE mus tcome up wi t

hi nnovat
ive waysofdefi
ning and organi
zing t
he experi
ment/
sand
analysi
ngtheresul
ts,s
ot hattheeffectofeachcausat
ivefactorcanbeeval uatedint
hemost
effi
cientmanner
.Todot his,someoft heDOEmaintechniquesappliedure

1. Methodsf
ort
he economi
c pl
anni
ng and des
ign ofexper
iment
s(e g,f
act
or
l
ayoutmethods)

2. Methodsforanal
yfi
ngexj
hui
ment
alr
esul
tss
tat
ist
ical
lyandr
eachi
ngconcl
usi
ons
(
des
isi
onanal
ysi
smet hods
)

Multi
vari
ateAnal ysis
: Mostoft hepr oblemst hatallofusdealwi thinourdai lywor k
have multi
faceted char acteri
sti
cs.The us ualcas ei sthat (hose char
acter
ist
ics mus t be
consi
deredinr especttovar i
ousr efer
ences,andt huscanonl ybeunderstoodbyexami ni
ng
vari
oustypesofdat as uch dat aiscalled multivari
ant( mult
icharact
eri
sti
c)dat a.Exampl e.
Productqualit
y ofan engi ne block,ithasmul t
ivari
ate dat
as uch asdimensi
ons ,haidncss,
materi
alcharacter
ist
ics
,andpr ocessi
ngcondi t
ions.

Multi
variateAnalys i
sMet hodi satechniquef ors i
mul taneousanal
ysisofdat at hathave
cros
s -corr
elation,whil
et akingintoconsi
derati
ont hecoef ficientsofcor
rel
ati
on,i tisimport ant
thatt he concl us
ions gained through t
his analysis met hod be compr ehensi
vel y evaluat ed
consideri
ngavar i
etyofr elatedtechni
calfactors
,s uchast heor i
esofthespeci
f i
cf ieldandt he
experience and knowledge ofper sondoing theanal ysi
s.Thi swayt he mult
ivariate analys t
s
method s ummar i
zesdat aon manychar acteri
sticsand pr ovi desusabl
e materialf ormaki ng
overallj
udgment s.

TypesofMul
ti
var
iat
eAnal
ysi
sMet
hodsandThei
rSpeci
alFeat
ures
:

1.Mult
ivar
iat
eanal ysi
smet hodsthatareusedtof i
ndoveral
lcharacter
ist
icvaluesThesear e
methodsfors ummar i
zingthedi
spers
ionandcovar
iancer
elati
ons
hips,aswellasthecorrelat
ion
ofone mul t
ivari
ate datainthe for
m ofas mallnumberofi ndependent( non-corr
elated^
gener
alcharacteri
sti
cvalues.

2.Multivar
iat
eanal ysi
smet hodsusedf
orf or
ecasti
ng,wit
hthesemethods .Thecharacteris
tics
underexami nation are di
vided i
ntotwo groups-obj
ect(tar
get)var
iables,and descripti
on
vari
ables.Thesemet hodsar eusedtof
orecasttar
getvari
abl
es,bas
edoni nformat
iongat hered
regar
dingdes cr
ipti
onvariables.
Quali
tyEngineeri
ng.In quali
tyengi neer
ing,qual
it
yu,defined asthe l
ossesthataproduct
caus
est ocus
tomersaftershipping.Thesel oss
esmayincl
ude( I
)lossescausedbyvar
iat
ionin
thefuncti
oni
ngoft hepr oduct,and( 2)lossesduetovari
oustroubl
escaus edI
atheproduct
(i
ncl
udingexcessappl
icati
oncos ts)
.

Goodqual
it
yr equir
est
hatther
ebenovanat ioni
ntheint
endedfunct
ionandthatl
ossescaus
ed
bypr
oducttroubleasr
efl
ectedinappl
icat
ioncos
ts(i
e.negat
ivesi
deeffect
s)be mini
mal.

Quali
ty Problems .Mostqual i
ty pr
oblemsar e problemsofvar iat
ion Inst
abi
li
ty off unct
ion
occursduetovar i
ati
onindifferentfact
ors.Thesevari
ationsmaybel i
kenedt o“noise"whichin
mathematicalsense,consi
stst ounwantedvar i
ati
onsi mposedont hedes ir
edwavef orm.This
"noi
se"maybeduet o:envir
onment alcondit
ion(externalnoi
se)
,det er
iorat
ion(i
nteri
ornoise"
andproducttopr oductdi
fferences.

Countermeas
urestoSolveQual i
tyProblems.Tos olvetheprobl
em ofvari
ati
on,whichisthe
rootofquali
typrobl
ems ,i
tisneces s
aryto “stabi
li
ze desi
gnand pr
oducti
ont echnol
ogyor
eli
minatethe pot
enti
alinfl
uence of noise.Qual i
ty engi
neeri
ng s
olves qual
it
y problems
i
ntroduci
nganewwayoft hi
nking:“desi
gnforstabi
li
ty""par
ameterdesi
gn.

TheCompar
isoni
sasf
oll
ows
:

1)Convent i
onalapproach.Bas
edoni nt
endedproductfuncti
ons,parametersarechos
enand
charact
eris
ticval
uesarees t
abl
ishedwhi
chexactl
ymat chtargetval
ues .Asar es
ult
,af
terthe
productiscompletedtheprobl
em ofvar
iat
ioni
nfuncti
on(charact
eri
sticval
ues)mayoccur

2)Par
amet
erDes
ign.Fi
rst
,a“par
amet
ers
tudy"i
sdonet
obui
ldi
nthef
unct
ionr
equi
redof

t
he product
.Second,fort
he sel
ected des
ign,par
amet eropt
imizati
onisdone t
hrought
wo
s
tagesstabi
li
zat
ionoff
unct
ionandadjus
tmenttoachievetar
getvalues.

I
napar
amet
erdes
ign,t
hef
act
orst
hataf
fectt
hei
ntendedf
unct
ionofapr
oduct

1. Cont
roll
ablefact
ors-Thesearecall
eddesignconstant
sordesignpar
amet
ers
.
Thecent
reval
ueorleveli
sdetermi
nedbythedes
ignerorproduct
ionengi
neer

2. Tol
erancef
act
ors- Thes
ear
ecal
lednoi
se,andt
heyar
eacaus
eofvar
iat
ionsi
n
t
hei
ntendedf
uncti
onsofaproduct

3. Adjus
tabl
ef act
ors- Among the cont
rol
labl
ef act
ors,the adj
ust
ablef act
ors
mpactthe s
ize ofoutput-r
elat
ed char
act
eri
sti
cs val
ues.They can be adj
usted t
o bring
char
act
eri
sti
cval
uesi
ntoal
ignmentwi
tht
argetval
ues
.

4. Si
gnalf
act
ors
- Relat
edtoi
nputandout
put
s,t
hes
ear
einputval
uest
hat
canbesett
ochangeanout
putt
argetval
ue.

Thef
oll
owi
ngbenef
itscanbegai
nedbyi
ntr
oduci
ngpar
amet
erdes
ign:

• Qual
it
y level i
mpr
oves by r
educt
ion of var
iat
ions i
n pr
oduct f
unct
ion
(
char
acter
ist
icval
ues).

• Cos
treduct
iont
hroughqual
it
yenhancement

• Stabi
li
zat
ion of f
uncti
on becomes pos
sibl
eint
he ear
lys
tages of pr
oduct
devel
opment
,anddevelopmenteffi
ci
encyincr
eas
es.

2Met
hodsEngi
neer
ing

MethodsEngineering. Asyst
emat i
ctechni
quef orthedesi
gnandi mprovementof
workmet hods.Itprovi
desauni fi
edandt horoughsystem for(1)anal
ysingthepresentwor k
si
tuati
on,identi
fyi
ng problems ,bri
ngi
ng outimprovement sideas,and sel
ect
iont he bestof
t
hos e'(2)alterimplement ati
on ofimprovements,standardi
zi
ng the new methods,insuri
ng
t
heiradaptati
on,andmeas uringandevaluati
ngthei
rimpact.

Met hodsengi neeri

ngi sthet echni
quet hats ubj
ectseachoperati
onofagi venpieceof
workt ocloseanal ys
istoel i-mir
rateever yunneces sar
yel ementoroperati
onandt oapproach
thequickestthebes tmet hodofper for
mi ngeachneces s
aryelementoroper at
ion,i
tincludes
the improvement and s tandar
dizati
on of met hods,equi pment
,and wor ki
ng conditi
ons:
operator trai
ning: the det erminati
on of s tandard t i
me; and occasional
ly devis
ing and
administ
eri
ngvar iousincent i
veplans.

ProcessCharts
. Pr
ocesschar
tsgraphi
cal
lypr
esenttheeventswhi
choccurduri
nga
seri
esofact i
onsoroper at
ionssot hatt
heycanbeeas il
yvisual
izedandanalys
ed,ther
ear e
dif
ferentclas
sif
icat
ion ofthisli
ke:operat
ion pr
ocesschar
ts,fl
ow processchart
s,multi
ple
acti
vit
ycharts
.

Moti udy.Mot
onSt ion s
tudy cons
ist
sofdi vi
ding wor
ki ntothe mostbasi
c elements
pos
sibl
e and st
udyi
ng t
hese elementssepar
ately and i
nr elat
ion t
o one another,bot
h
quali
tat
ivel
y and quanti
tat
ivel
y.The mot
ion s
tudy anal
ystisgoverned and gui
ded by t
he
pri
ncipl
esofmot i
oneconomy,whichhavebeenestabli
shedasaresultofthor
oughstudythe
motioncapabil
it
iesofthebody.

Wor k Sampli
ng.One. of t
he mos t ef
fecti
ve and mos tfr
equent l
y us ed methods
engineeri
ngtechni
quesisworksampli
ng.Thewor ks
ampl i
ngprocedureisbasedont hefactt
hat
as mallnumberofchance obs ervat
ionstend tof oll
ow the same dist
ri
but i
on patt
ernthat
actual
lyoccursinthesit
uati
onbeings t
udi
ed,Wor ks ampli
ngenablest heobs ervertocoll
ect
factsaboutanoperat
ion,pr
ocessorotheracti
vit
yinexpensi
velyandaccurately.

Work Measur
ement.Onl
y af
t er s
tandardi
zat
ion and met
hods i
mpr
ovement wer
e
compl
etedwasast
artmadeont
heactualmeasurementofthework

Val
ueEngineeri
ng.Val
ueengi neer
ingisamor erecentaddit
iontothegener
alareacf
methodsengineeri
ng.I
thast wo uni
quecharacter
ist
icsthatmakei tpar
ti
cul
arl
yvaluabl
efor
r
educingthe,cos
tsofprocess
es,proceduress
yst
ems ,andservi
ces.

Quali
tyControl-ist
heuseoft echni
quesandacti
vit
iestoachievesust
ainandImprovethe
quali
ty ofpr
oductofser
vice.I
tinvolvesi
ntegr
ati
ng the f
oll
owing r
elated t
echni
quesand
acti
vit
ies.

1
.Speci
fi
cat
ionofwhati
sneeded

2.Des
ignoft
hepr
oductands
ervi
cet
omeett
hes
peci
fi
cat
ion

3.Pr
oduct
ionori
nst
all
ati
onst
omeett
hef
ulli
ntentt
hes
peci
fi
cat
ions
.

4.I
nspect
ingt
odet
ermi
neconf
ormancet
ospeci
fi
cat
ions
.

5.Revi
ewofus
aget
opr
ovi
dei
nfor
mat
ionf
ort
her
evi
si
onofs
peci
fi
cat
ioni
fneeded

Stat
ist
icalQuali
tyControl(SQC)-isabranchoft otalquali
tymanagementiti
sthecollecti
on,
anal
ysisand inter
pret
ation ofdataforusei n quali
ty contr
olacti
vit
ies
.Stat
ist
icalProcess
Control(SPC)andacceptancesampl
ingar
et hetwomaj orpartsofSQC.

Allt
hepl annedors ystemat i
cact i
onsneces sar
ytopr ovi
deadequat econfidencet hataproduct
orservicewi l
lsat
isfygivenr equir
ement sf orqual
ityiscall
edqualit
yas s
ur ance.Apr ocessisa
setofinterrel
atedacti
vitiesthatusess peci
fici
nputstopr oducespecif
icout puts
.Theout putof
onepr ocessi susual
lyt heinputt o another.Processreferstobot hbusines sandpr oducti
on
acti
vit
ies.Cus t
omer sreferst o bothinternalandext ernalcust
omer sands uppli
ersrefersto
bothinternalandexternalsuppliers
.
Hi
stor
icalRevi
ew

I
n1924,W.A Shewhar
tofBel lTel
ephoneLaborat
ori
esdevelopedast
atat
ist
icalchart
fort
hecontrolofpr
oductvar
iabl
es.Thischar
tiscons
ider
edtobet hebegi
nni
ngofs tati
sti
cal
qual
it
ycontr
ol.

I
n1 946,An Ameri
can Societ
yf orquali
tywasf
ormed.Thi
sorgani
zati
on t
hrough i
ts
publi
cat
ion,conf
erenceandtrai
nings es
sionhaspr
omotedtheuseorqual
it
yofal lt
ypesof
product
ionandservi
ce.

I
n1 950,W.Edwar
dsDemi ngwholear
neds t
ati
sti
calquali
tycontr
olfr
om shewhartgave
aseri
esofl ectur
esonstati
sti
calmethodstoJapaneseengineersandonquali
tyresponsi
bil
it
y
t
ot hechiefexecuti
veof
ficer
s( CEO)ofthelar
gestor
ganizati
oninJapan.

I
n1 960,the f
irstqualit
ycontrolci
rcl
eswer e perfor
med forthe purpose ofquali
ty
i
mpr ovement .Bythelate1 970’sandear
ly1980’s
,USmanager sweremakingfrequenttr
ipsto
Japant olearnabouttheJapanes emir
acl
es.Nevert
heless,aquali
tyr
enai
ssancebegant ooccur
i
nUSpr oductsandservicesandbyt hemiddleof1 980t heconceptofTQM wer ebegant o
publi
cize.

Inthe late1980’sthe automot

ive i
ndust
ry began to emphasize s
tat
ist
icalpr
oces
s
cont
rol
.Suppl
iersandthei
rsuppl
ier
swererequi
redtouset hes
etechniques.

Byt heyear2000,thequal
ityfocuswass
hif
tingt
oinf
ormat
iont
echnol
ogywi
thi
nan
or
gani
zat
ionandext
ernal
lyvi
atheInter
net.

Res
pons
ibi
li
tyf
orqual
it
y

Areasresponsi
ble-Qualit
yisnottheresponsi
bil
it
yofanyoneper sonorfunct
ionalar
ea:iti
s
everyone’sj
ob.Ther es
ponsi
bil
it
yforquali
tybeginswhenmarket
ingdeter
minesthecustomer
quali
tyrequi
rementsandconti
nuesunti
ltheproductisus
edforaper i
odoftimebyas ati
sfi
ed
customer.

Cus
tomer

s
ervi
ce mar
ket
ing

Packagi
ng& Desi
gn
Qual
it
y
st
orage engi
neeri
ng
Pr
oductor
Ser
vice
I
nspect
ion& pr
ocur
ement
tes
t

Pr
oduct
ion Pr
ocess
Desi
gn
Mar
ketinghel
pstoeval
uat
e-t
hel
evelofpr
oductqual
it
ythatt
hecus
tomerwant
s,needsand
i
swil
li
ngtopayfori
t.

Desi
gn Engi neering- t r
anslat
e t he cust
omer’s qual
it
y requi
rements int
o operat
ing
char
acteri
sti
cs,exactspecif
icati
onsandappr
opri
atet
oler
ancesf
oranewpr oductors
ervi
cesor
therevi
si
onofanes tabl
is
hedpr oduct.

Concur
r entengineeri
ng-ast hecompl exi
tyofthepr oductors ervi
cesincreasesthequal
it
y
andrel
iabil
it
ydecreases.Ear
lyinvolvementofmarket
ingpr oducti
on,qual
ity,procur
ementand
thecus
t omerisessenti
altopreventprobl
emsbeforetheyoccur .

Tol
erance-istheper
missi
blevar
iat
ioninthes
izeoft
hequal
it
ychar
act
eri
sti
candt
hes
elect
ion
oft
olerancehasadualef
fectonquali
ty.

Procurement - us
ing the qual
it
y est
abli
shes by desi
gn engi
neer
ing,procur
ementhas the
responsi
bil
it
yf orprocuri
ng qual
itymateri
alsand componentsand est
abli
shi
ng al
ong-t
erm
rel
ations
hip.

Var
iat
ionandpr
oces
scont
rol

Var
iat
ion-Exi
stsi
nthewor
ldar
oundus
..
.Inal
lthi
ngs
.

-Notwoproduct
sorchar
act
eri
sti
csar
eident
ical
… Becaus
epr
oces
sescont
ainmanys
our
cei
f
var
iat
ion

-Thi
sres
ult
sini
ncons
ist
enci
esordi
ffer
encesamongpr
oduct
sorpr
oces
sout
put
.

-Somedi
ffer
encesmaybequi
tel
argewhi
leot
her
smaybei
nfi
nit
esi
mal
.

-Thi
ngsar
eneverexact
ly“al
ike’.

-Ever
ypr
oductvar
iess
li
ght
lyf
rom ever
ypr
oductmadef
rom t
hes
amepr
oces
s.

-Result
sf r
om mat
eri
als
,meas
urement
sormet
hods
,machi
ne,manpower
,envi
ronment
,and
ot
herfactors
.

-Keyt
oqual
it
yIt
oreduce,orcont
rolt
heamountofvar
iat
ionamongt
hes
epr
oduct
s.

Sour
cesofVar
iat
ion

- Materi
als
- Equi
pment
- Method/procedur
e
- Manpower
- Envi
ronment
- Managements tyl
e
Caus
esofVar
iat
ion

Commoncauses-aresourceofvari
ati
ont
hatisal
wayspresent
,par
toftherandom var
iat
ion
i
nheri
tint
heproces
sit
sel
f,it
sori
gincanus
ual
lybet r
acedtoanelementoft
hes ys
tem which
onl
ymanagementcancorr
ect.

Speci
alCauses-isasourcevari
ati
onthati
sint
ermit
tent
,unpredi
ctabl
e,unst
abl
e,s
omet
imes
cal
ledanass
ignabl
ecause.I
tiss
ignal
ledbyapoi
ntbeyondthecontr
olli
mits
.

As
signabl
ecaus
es-caus
ethepr
oces
stof
luct
uat
einanunnat
ural
,non-r
andom manner

-Foundpr
oces
sesoper
ati
ngoutofcont
rol
.

Stat
ist
ics-t hesci
encet
hatdeal
swi
thcol
lect
ion,t
abul
ati
on,i
nter
pret
ati
on,andpr
esent
ati
on
ofquanti
tat
ivedata.

Col
lect
ion-meas
uri
ng,det
ermi
ning

Tabul
ati
on-paper
,penci
l,comput
er

Anal
ysi
s-vi
sualexami
nat
ion,cal
cul
ati
on

Dat
a-col
lect
edbydi
rectobs
ervat
ion

-col
lect
edt
hroughwr
it
tenorver
balques
tion

Var
iabl
es-t
hos
echar
act
eri
sti
cswhi
char
emeas
urabl
e.Ex.Wei
ght
,Lengt
h,di
amet
er,r
esi
stance

Obj
ect
ives

● Becomef
ami
li
arwi
thSPCmet
hodsandt
erms
● Under
standourr
olei
nSPC
● Under
standt
heval
ueofSPC

I
mpl
ement
ingSPC

● Tr
ainI
mpl
ement
ati
ont
eams
● Pi
lot
● I
ndi
vidualus
eSPCast
ool
stoi
mpr
oveout
putqual
it
y
● Mi
ssi
onar
iess
preadt
he“wor
d”t
oot
herar
eas
TheOut
putofSPCi
snotcont
rolchar
tbut
…

● Qual
i
ty/
product
ivi
tyi
mpr
ovement
● Cos
tReduct
ion
● Cus
tomerSat
isf
act
ion

Whati
srequi
redofmanagement
?

● Pr
ovi
def
ulls
uppor
tont
hepr
oject
● Under
standgener
alSPCt
obeus
ed
● Expectact
iont
obet
aken
● Expectqual
it
ytoi
mpr
ove

Whati
srequi
redofcer
tif
icat
iont
eam?

● Techni
caldi
rect
ion/
Leader
shi
p
● Des
ignPr
oces
sCapabi
li
ty
● Knowhowt
odes
ign,mai
ntai
n,anal
yseSPCcont
rol
● Under
standhowt
oper
for
m pr
oces
sexper
iment
s
 PROCESSCONTROLANDCAPABI
LITYI
MPROVEMENT

PDCACYCLE TOOLS

PLAN

Pri
ori
ti
zeandchoos
ean - ParetoChart
ar
eaf ori
mpr
ovement - ProcessFl
owChart
- Costofquali
tyr
eport

CHECK

Es t
abli
s hbas eli
nef ora
controls t
udypr oces s - Fi
shboneDi agr
am
potentialstudy( Short - Scat
terDiagram
t
er m).Es ti
mat eexpect ed - ControlChart
vari
at i
on.
ACT

Oncet heprocessis - Cont

rolChar
ts
determi nedtobe
potent i
all
ycapableof
meetings pecif
icati
ons,
determi newet herthe
proces sisstabl
e,
predi
ct ableandcapabl e
onl ongt erm basi
s.
PDCACYCLE TOOLS

PLAN Cont r
olChar t - Cont
rolchar
ts
Createt hechar t - Meas ur
ement
Preli
mi nar ysteps - Checkli
st
Gatherdat a
Calculat e
DO CHECK -Runt hechar t - Pat
ter
nanal
ysi
s,f
ishbonedi
agr
am
-Interpret t he pr ocess
ACT cont r
ol - Scat
terDi
agr
am ,(
Oper
ati
onact
ion)
-t akeact i
ont oes t
abli
sh
cont r
ol i denti
fy and
removes pecialcauses
Whati
srequi
redofoper
ati
ons
?

Monitorprocesswith X-R contr

olchartsi
denti
fy unnat
uralpat
ter
nsast
hey
occurdet
ermi
necausesoffunnat
uralpat
ternseli
minat
ecauses
.

1
.PROCESS

PROCESSCONTRI
LSYSTEM

Mat
eri
als Met
hod Manpower

Process f l
ow char t
cause/ef
fect Di agram OUTPUT
Machi
ne Meas
ur Pa
emenreto Envi
roD
niagr
me ams
ProcessControlchar t
l

3.Act
ionon 2.Infor
mati
on 3.Act
ionof
theproces
s aboutthe theoutput
per f
ormance

Val
ueofpr
oces
ssi
mpl
if
icat
ion

- Si
mplepr ocessareeasi
lyunderst
ood
- Unders
toodpr ocessesareeasi
lycontr
oll
ed
- Contr
olledprocessesareeasi
lyimproved.

PRCESSI
MPROVEMENTMODEL

Anal
yze

Cont
rol I
mpr
ove

Pr
oces
sConr
tolChar
t Takeact
ion:

Var
iabl
es(
x-Pchar
t) El
imi
nat
eUnnat
uralcaus
es

At
tri
but
es(
P/NPchar
t) ChangePr
oces
s
 Pr
ocessDesi
gn– Hast her
espons i
bil
it
yf ordevel
opingprocessesandproceduresthat
wil
lproduceaquali
typroductors
ervice.Thisresponsi
bil
it
yisachievedbys peci
fi
cact i
vit
ies
,
i
ncludi
ngproces
ssel
ecti
onanddevelopment ,product
ionplanni
ngands uppor
tacti
vit
ies
.

Pr
oducti
on – hasthe r
espons
ibi
li
tyto pr
oduce aquali
typroductors ervice qual
it
y
cannotbeins
pectedi
ntoaproductors
ervi
ce,i
tmus tbebui
lti
ntotheproductorservice.

I
nspect
ion and Tes
t– Hasr espons
ibi
li
tyt
o appr
ais
ethe qual
it
y ofpur
chas
ed and
pr
oduceit
emsandt oreportt
her
esul
ts.

Packagi
ngandSt or
age– hast
her
espons
ibi
li
tyt
opr
eser
veandpr
otectt
hequal
it
yof
t
hepr
oductorser
vice.

Servi
ce – Hast he responsi
bil
it
yt o provide the cost
umerwi t
ht he meansf orf ul
ly
r
eali
zi
ngthei ntendedfunct i
onoft hepr oductors erviceduri
ngitsexpectedli
fe.Itincl
udes,
s
alesanddis
tributi
on,i
nstal
lati
on,techni
calassi
stance,mai nt
enanceanddispos
alafteruse.

Quali
tyAs s
urance– Doesnothavedir
ectres
ponsibi
li
tyf
orquali
ty.Buti
tdoeshavet
he
di
rectr
esponsi
bil
it
ytoconti
nual
lyeval
uatet
heef f
ecti
venessofthequal
itysyst
em.

QC– Anal
yze QA-Sur
e