ETHIO ITALY POLY TECHNIC COLLEGE

DERARTEMENT OF STRUCTURAL CONSTRUCTION

THE TTLM OF APPLYING QUALITY
STANDARDS
ESA-1165 -12

BY GELETA BEKELE
ACADAMIC YEAR 2015
DIRE DAWA

Description: This TTLM covers the skills and knowledge required in applying quality
standards in manufacturing and fabrication works.
LO1. Establish quality standards
What Is Quality- More than average; more than “good enough?”
 Webster’s Dictionary: degree of excellence of a thing
 American Society for Quality: totality of features and characteristics that satisfy needs
 Consumer’s and Producer’s Perspective
 Fitness for use: how well product or service does what it is supposed to
 Quality of design: designing quality characteristics into a product or service
 Quality of Conformance: Making sure a product or service is produced according to
design
 The International Organization for Standardization (ISO) defines quality as “the degree (of
excellence of a thing) to which a set of inherent characteristics fulfils requirements”
(ISO9000:2000).
 According to the American Society for Quality, “quality” can be defined in the following
ways:
 Based on customer’s perceptions of a product/service’s design and how well the design
matches the original specifications.
 The ability of a product/service to satisfy stated or implied needs.
 Achieved by conforming to established requirements within an organization.
What is Quality Standard?
Quality standards are a brief set of statements designed to drive and measure priority quality
improvements within a particular area of concern.
In many products and services, quality standards are set by Trading Standards officers.
This is especially important in areas such as food, health and electrical products and for any
product that might risks to users if the quality was poor.
A Standard Operating Procedure (SOP) is a set of written instructions that document a routine or
repetitive activity followed by an organization. The development and use of SOPs are an integral
part of a successful quality system as it provides individuals with the information to perform a
job properly, and facilitates consistency in the quality and integrity of a product or end result.
Goals of quality programs include:
 Fitness for use. (Is the product or service capable of being used?)
 Fitness for purpose. (Does the product or service meet its intended purpose?)
 Customer satisfaction. (Does the product or service meet the customer's expectations?)
Quality is the sum of all factors which contribute directly or indirectly to the safety, effectiveness
and acceptability of the product
 Fitness for use perspective

a. Quality of Design-This takes place before production of the product or service. It is

usually determined by the market place.
b. Quality of Conformance - Degree to which the product (meets pre–established
standards) or service design specifications are met. Products can have high design
quality but low conformance quality, and vice versa/ The project’s processes and
products meet written specifications.
c. Availability-This has a time dimension
d. Field Service-This is an intangible and is the provision of "after sales service"
Why Is Quality Important?
Business success may simply be the extent to which your organization can produce a higher-
quality product or service than your competitors are able to do at a competitive price. When
quality is the key to a company’s success, quality management systems allow organizations to
keep up with and meet current quality levels, meet the consumer’s requirement for quality, retain
employees through competitive compensation programs, and keep up with the latest technology.
Guidelines for developing quality standards
How can you put in place practical, achievable, and believable quality standards? Consider the
following guidelines as you embark on your journey:
 See if quality standards already exist in your organization
 Set up a quality standards advisory board.
 Understand how your stakeholders perceive quality.
 Start with a template.
 Develop a consequence for each quality standard
 Evaluate the quality standards as a regular part of your project examination.
Generally the plan for the quality system is going to be different for every organization, but there
are similar characteristics:
 There should be clear and measurable goals.
 There are financial resources available for quality.
 The quality plan is consistent with the organization’s vision and values.
Dimensions of Quality:
A. Manufactured Products/ Dimensions of Product Quality
 Performance -basic operating characteristics of a product
 Features -“extra” items added to basic features
 Reliability
  probability that a product will operate properly within an expected time frame;
that is, a TV will work without repair for about seven years
 Durability-how long product lasts before replacement
 Serviceability-ease of getting repairs, speed of repairs, courtesy and competence of repair
person
 Safety -assurance that customer will not suffer injury or harm from a product
B. Dimensions of Service Quality
 Time and Timeliness-How long must a customer wait for service, and is it completed on
time?
 Consistency/ uniformity-Is the same level of service provided to each customer each
time?
 Accessibility -How easy is it to get service?
 Accuracy-Is the service performed right every time?
 Courtesy –treatment by employees
 5 M of quality
 Material  Methodology  Motivation
 Machine  Man

Meaning
Meaning of
of Quality
Quality

Producer’s
QualityPerspective
Producer’s
Quality of Consumer’s
QualityPerspective
Perspective
Consumer’s
of Conformance
Quality
Conformance Perspective
of
of Design
Design

Production
Production Conform Marketing
Marketing
Quality characteristics
ance to Price
specifica Fitness
Fitness for
for
tions Consumer
Consumer Use
Use
Cost
 Fig 1.1Meaning of Quality (2006 John Wiley & Sons, Inc.)
Quality Control
Quality Control = Inspection + Corrective action
 The observation techniques and activities used to fulfill requirements for quality.
 The process of monitoring specific project results to determine if they comply with
relevant quality standards and identifying ways to eliminate causes of unsatisfactory
performance.
 A series of analytical measurements used to assess the quality of the analytical data
(The “tools”)
Is the operational techniques and activities that are used to fulfill the requirements for
quality
 Quality control, QC, began in the engineering industry as a means of regulating
production of large numbers of uniform articles, and the technique has increase to other
industries,
Quality control can be defined simply as 'maintenance of quality at a level that satisfies the
customer and that is economical to the producer or seller'.
However, QC usually means something more formal, based on written agreed procedures or
specifications which are designed to reduce mistakes, and the term QC is used in this sense in
'what follows. Quality is normally controlled by designated trained staff who have a clear
knowledge of what the customer wants.
 Process specification is a written description, mainly for the benefit of the producer, of
how the product is to be made.
 Product specification is a written description of what the customer wants.
 Inspection is part of QC and means examination of raw material or finished product to
make sure it meets the specification.
  Process control is part of QC; it means checking the process, as distinct from the raw
material or finished product, to ensure that all operations on the product are done
correctly and consistently to a set standard that is usually described in the process
specification.
Quality Control
• Input includes: work results, Quality Management Plan, operational definitions, and
checklists.
• Methods used include: inspection, control charts, pareto diagrams, statistical sampling,
flowcharting, and trend analysis.
• Output includes: quality improvements, acceptance decisions, rework, completed
checklists, and process adjustments
The purpose of QC
The objective of QC is to assist the maintenance or improvement of profitability by minimizing
customer complaints about quality, and hence to avoid the resulting lost business.
Customer complaints mainly arise because quality has fallen; therefore the objective of QC is
realized by keeping quality of output at the right level. Loss of profitability can also occur when
a product do not fulfill with local or national regulations; QC can give protection here also.
Where and how QC operates
The complexity of QC depends on the size of company and the kind of products it is handling;
however, four main stages at which QC is applied can be identified:
1. drawing up a product specification
2. inspecting or testing raw material
3. Processing
4. inspecting or testing finished products
Quality Control Systems
Quality Control Systems have three components:
  A performance standard or goal,
 A means of measuring actual performance, and
 Comparison of actual performance with the standard to form the basis for corrective
action
L.o.2 Assess quality of service delivered
Quality in Services Quality in service industries has more recently come into the normal, and the
benefits reaped by service organizations initiating solid quality management programs have been
important.
Quality for services is more difficult than for products because of the intangible, variable nature
of service characteristics. Unlike product quality, consumers frequently lack the necessary
information to evaluate service quality
Another challenge presented in assessing service quality arises when viewing services along a
continuum ranging from pre-sale to post-sale activities
Service quality can also be defined according to both what and how a product or service is
delivered.
■ “technical quality” and
■“functional quality”
Technical Quality is concerned with the outcome of the delivered product or service.
Customers use service quality attributes such as reliability, competence, performance, durability,
etc. to evaluate technical quality.
Functional Quality has more to do with how the technical quality is transferred to the consumer.
An important concept in quality control is listening to the customer; The customer typically has
three desires:
 They want it good.
 They want it fast.
 They want it cheap.
Customers also form perceptions of quality during the service - how effectively and efficiently
the service was delivered and the speed and convenience of completing the transaction finally,
customers evaluate support activities that occur after the transaction, that is post-sale services
Quality Control Practices in Services
• Prevent sources of errors and mistakes in the first place by using approaches.
• Customer satisfaction measurement with actionable results (responses that are joined
directly to key business processes).
Many quality control tools and practices apply to both goods and services
Broad Dimensions of Service Quality
Reliability – perform promised service dependably and accurately
Responsiveness - willingness/readiness to provide prompt service
Competence - possess knowledge and skill to perform the service
Access - approachability and ease of contact of service personnel
Courtesy - respect, consideration, and friendliness of service personnel
Communication - keeping customers informed; listening to customers
Credibility - truthful, believable, honest
Security - freedom from danger, risk, or doubt
Understanding/knowing customer - knowing customer’s needs
Tangibles - physical evidence of service
INFORMATION SHEET
LO3 RECORD INFORMATION
Definition
All forms (example: narrative, graphic, data, computer memory) of information registered in
either temporary or permanent forms so that it can be reproduced or preserved.
If a quality assurance agreement or a vendor release is required for a material, you must create
a quality information record (quality info record). The quality info record determines how the
material can be processed further.

Use
When a purchase order is created, the system checks whether a quality info record is required
and available for the combination of material and vendor.
The system also checks whether the vendor and material-vendor combination is blocked or
released for line, purchase orders and/or goods receipt. The execution of this check depends on
the setting of the QM in procurement control key in the material master.
The quality info record displays a vendor block specified in the vendor master, the vendor's QM
system, and the lock date.
Procedure
1. Choose
 Quality management  Quality planning  Quality info record: Procurement  Create.
The initial screen for the quality info record appears.
2. Since you maintain a quality info record for a combination of material and vendor at the stand
level, enter a material, vendor, and plant and then choose Enter.
You can use another quality info record as a copy model to create the record. To do this, enter
the data for the existing quality info record in the Copy model block of the initial screen.
3. On the data screen, you enter:
 Status Profile for Releasing Supply Relationships
 Release Criteria for Procurement Functions
 Information about the function(s) that should be blocked
 Quality Assurance Agreement
 Vendor's QM system
If the vendor has a QM system, you can enter a description of this system for this material.
4.You can also specify whether the goods receipt inspection should be deactivated or whether a
goods receipt inspection and/or a source inspection should be performed. For this purpose,
choose the Insp. control tab and then enter the following data:
 If you want to perform a source inspection in addition to a goods receipt inspection, enter
an inspection type for the source inspection and a lead time in days.
 If you do not want to perform a goods receipt inspection even though the settings in the
material master specify such an inspection, set the No inspection indicator for the Insp.
control field.
 If you want to perform an source inspection instead of a goods receipt inspection, set the
Source insp...
5. Save the data.

INFORMATION SHEET
LO4 Study Cause of Quality Deviation
Quality deviation:- Deviation is a departure from standard procedures or specifications resulting in non
conforming materials or service and processes or where there have been unusual or un explained events
which have the potential to impact on product quality system integrity or personal safety.

Types of Deviation
 1. Production deviation:- Usually raised during the manufacturing of a batch production.
2. Environmental health and safety deviation:- Raised due to an EHS hazards.
3. Quality improvement deviation:-may be raised if a potential weakness has been defined and the
implementation will require project approval.
4. Audit deviation:- Raised to flag non-conformance identified during internal, external, supplier or
corporate audits.
5. Customer service deviation:- Raised to track implementation measures related to customer
complaint.
6. Technical deviation:- Can be raised for validation discrepancies.
7. Material complaint deviation:- Raised to document any issues with regard to non conforming
superseded raw materials or components, packaging finished goods.
8. System routing deviation:- Raised to track changes made to bill of materials as a result of an
artwork change.
Deviations from quality:
There are many causes which may cause deviation from the quality or the product may be
lacking in the feature(s) described. The variations may occur due to a chance such as a slight
break down of the machinery and are negligible. Assignable causes of variation enter the
production system or process undetected and cause losses. They occur due to carelessness or
oversight on part of technicians or faults in the machines.
Quality control ensures that the product or service meets the design specifications and safety
guidelines. It also helps in maintaining discipline and unity among the employees. It reduces the
quantity of scrap, waste and the degree of spoilage during production.
Quality control audits are conducted in the company by an external agency. Majority of the big
corporations hold quality control orientation and training
Quality is controlled at various stages of production.
• At the design and conception stage: The product is designed according to the
specifications laid out while visualize the product. The standard of the product is predetermined
before the start of production.
• At the purchasing stage: The raw materials and components purchased meet the quality
standards. They are examined and inspected carefully for flaws and defects.
• At the production stage: The stage where raw materials are converted into finished
products is the longest and most exhaustive. Supervisors and quality department has to make
sure that the processes involved, equipment and personnel expertise all deliver on quality.
Methods used to assure the quality of a product or service:
1. Inspection method: Product samples are inspected for quality.
2. Statistical quality control method
Inspection method involves the inspection and testing of raw materials, product parts, tools for
the specified quality standards. It also oversees the maintenance and upkeep of tools and
machines and storage of finished product.

Statistical quality control is done by checking the outputs of a process. It is the application of
statistical method of sampling to ensure that the production is under control and issue warning
when it goes out of line and take remedial steps. The process average is decided first. The
warning and action limits are set according to the quality specifications. This method is useful to
control the quality of production processes being followed.
Control chart:
It is a graph in which the results or outcome of quality inspection is depicted. It consists of
parallel lines drawn on a graph paper. The X axis shows the sample tested for quality. The Y axis
shows the range of quality. The centre most line at quality average 5 means that the process is
exactly following the specified guidelines for quality. The upper crest at quality average 6
depicts the upper limit and a lower trough at quality average 3 shows the lower limit depicts the
expected dimensions of length, width, diameter etc of the product. The upper line denotes the
upper control limit and the bottom line means the lower control limit

Standard deviation
A statistic used as a measure of the dispersion or variation in a distribution, equal to the square
root of the arithmetic mean of the squares of the deviations from the arithmetic mean.

Six-Sigma Quality
 “Six-sigma” is a philosophy which reflects the goal of eliminating defects in the
products.
 Seeks to reduce variation in the processes that lead to product defects
 The name, “six sigma” refers to the variation that exists within plus or minus six
standard deviations of the process outputs
 Statistically speaking a process in “six-sigma” control limits will only produce 2 defects
per billion units.
Six Sigma Qualities ±6 σ
• A philosophy and set of methods companies use to eliminate defects in their products and
processes
• Seeks to reduce variation in the processes that lead to product defects
• The name “six sigma” refers to the variation that exists within plus or minus six standard
deviations of the process outputs
Six Sigma Roadmap normaly folow a five phase’s improvemet process called DMAIC
Define – define the problem, process Customers requirement
Measure – define Measures, collect, display data
Analyze (and fix the obvious) –to find improvement pporutunity, Root Cause (Pareto, C&E,
brainstorm)
Improve –generet solution and ideas for improving the problem
Control –track and verify the stability of improvrement,Mistake proof, Value Stream
Review,Prepare final report
Every output measure has a target value and a level of “acceptable” variation (upper and lower
tolerance limits
SPC uses samples from output measures to estimate the mean and the variation (standard
deviation)
Example
We want beer bottles to be filled with 12 FL OZ ± 0.05 FL OZ
Question:
How do we define the output measures?

The average (mean) of the observations: N

1
X̄ =∑x
N i=1 i

√
The standard deviation of the observations: N
∑ ( x i− X̄ )2
i=1
σ=
N

Capability Index (Cpk)

It shows how well the performance measure fits the design specification based on a given
tolerance level
A process is ks capable if

X̄ +kσ≤UTL and X̄ −kσ ≥LTL

Two Types of Control Charts
• X/R Chart
This is a plot of averages and ranges over time (used for performance measures that are
variables)
• p Chart This is a plot of proportions over time (used for performance measures
that are yes/no attributes)

Sample (day) Items Defective Percentage

1 200 10 0.050
 2 200 8 0.040

3 200 9 0.045

4 200 13 0.065

5 200 15 0.075

6 200 25 0.125

7 200 16 0.080

Let’s assume that we take t samples of size n …

total number of defects

p̄=
( number of samples)×(sample size )

√
p̄ (1− p̄ ) UCL= p̄+ zs p̄ p̄=
80 1
= =0 . 066
s p̄ = LCL= p̄−zs p̄ 6×200 15
n

s p̄ =
√
0 .066 (1−0 . 066 )
200
=0. 017
UCL=0.066 + 3×0.017 = 0.117
LCL=0.066 − 3×0.017 = 0.015

Factors affecting quality (human factors in product quality)

The pressure from globalisation has made manufacturing organizations moving towards three
major competitive arenas: quality, cost, and responsiveness. Quality is a universal value and has
became a global issue
Quality depends upon a number of factors. Quality is the function of policy, information,
engineering and design, materials, equipment, people, and field support. Thus, an integrated
quality control system must focus on these factors.
It is commonly believed that most quality problems are caused primarily by lack of interest or
care on the part of the worker in the production department. However, it is usually not the
worker who can be responsible for this, since the conditions necessary to carry out the work
correctly often do not exist. For example,
 Instructions may be poor,
 The incoming material may be defective,
 The machines may not be capable of producing goods of the required quality,
 Proper conditions for conducting inspection of the product are not given to the workers
and so on.
Unfortunately the worker has no control over these factors, but they may lead to defective work.
In Japan, it is generally believed that
40 per cent of quality problems are caused by poor product design,
30 per cent of quality problems are caused by wrong or defective materials being
purchased from suppliers and the remaining
30 per cent are due to errors made during the manufacturing process.
Both design and purchase problems can be solved only by involvement by the management and
workers have no control over them. Thus 85 per cent of problems come under management
control, whereas 15 per cent are under worker control.
It has been the Japanese experience that 95 per cent of problems in the workshop can be solved
by using the following seven simple quality control tools and by the effective working of quality
circles:
 Control charts  Graphs
 Check sheets  Cause and effect diagrams

Cause and effect diagram (fishbone

Machi Man
ne
Envir
onmen
t Metho Mater
d ial

. Check sheet

Item A B C D E F G

------- √√√ √√ √√ √ √√√ √ √

------- √ √√ √ √√
------- √

LO5 complete documentation

What is a document?
A document is a form of information.
The concept of document has been defined as “any concrete or symbolic indication, recorded, for
reconstructing or for proving a phenomenon (fact), whether physical or mental" (Briet, 1951, 7;
here quoted from Buckland, 1991).
In Library and information science and in documentation science, a "document" is considered a
basic theoretical construct. It is everything which may be represented in order to serve as
evidence for some purpose
In general, a document is a record of some event or thing so that the information will not be lost.
Usually, a document is written, but a document can also be made with pictures and sound.
Document Types
A) Traditionally, the medium of a document was paper and the information was applied to it as
ink, either by hand (to make a hand-written document) or by a mechanical process (such as a
printing press or, more recently).
B) Modern A document can be put into an electronic form and stored in a computer as one or
more file.Often a single document becomes a single file.
Modern electronic means of storing and displaying documents include:
 desktop computer and monitor (or laptop, etc
 Personal digital assistant (PDA)
 digital audio players
 radio and television service provider
Almost all technical documents conform to one the following standard document types:
 Memoranda  Letters
 Agendas  Specifications
 Meeting documents  Instructions and procedures
 Reports  Notebooks
 Or to electronic document types such as:
These documents are categorized in the following groups,
 Management documents include scheduling and planning documents, organizational
documents, and minutes of meetings from the Leader under the Project Leader’s Office.
 Quality assurance documents include the Quality Assurance Policy and the procedures,
definitions, standards, templates and instructions defined to support the handling of all
documents,
 Engineering documents include the engineering specifications, engineering
drawings,technical illustrations etc
Engineering Specifications define the requirements and design of the individual task, subsystem
assemblies and parts. Three kinds of engineering specification are defined:
! Functional specification
! Interface specification
! Design file.
 Fabrication, Assembly, Test and Installation documents are prepared to support and
document the development and validation/rational of the equipment,
 Operations and Maintenance documents are used to support the operation and
maintenance of equipment.