QUALITY AND PERFORMANCE LEARNING OBJECTIVES Arter reading this chapter, you should be able to 31 Define te feurmsjor costs of ualiy anther ‘35 Eaplen how determine whether proeessis capable ‘olationehp tothe cle ofthis interning tho ‘reducing eri o product spactetns A/a roe kendra a serene ‘36 Describe Ineratos! Guay Documentation Standards 32 Explain the basic rns offal qulty management and th Blige Performance Exalonce Program. a 137 Understand he systems approach 0a quality 33 Understand how accoptanes sampling snd process mmanagemant perfomance approaches interface a supply chain 34 Deere how to const process contol carts and tse thm i detminewhather proces iat of satis cart Lon ate pat Wr‘adults over the past half century have used the Lege bxicks to build cars, airplanes, ation figure, tal buildings, and invicate art sculptures, ‘to:name just afew. These interlocking bricks, called “automatic binding bricks” ‘stand the test of time and function flawlessly over decades to retain their shape, ‘smooth finish, and an atilily o bear high sos and still be linked with and ‘isassembled from other bricks. How do they do it? It is achieved through their felentloss focus on never taking shortcuts on quality, which is reflected in the Lego group's mot of “only the best is good enough: Lega ia Danish means “play well” Starting out asa wooden toy ‘manufacturing company in Denmark in 1936, they migrated over SO% of their production to plastic toys by 1951. The modern brick design with the locking ability that allows the bricks to become a universal system for creative play was patented in 1958, Other innovations, such as Duplo for younger children, rminifiguees, and Lego thome kits, flawed aver the course of years to make Lego one ofthe most valued brands—one that is highly visible, with eight Lego thome parks all over the glote, more than 125 retail stores, video and board jgames, books and magazines, childrens clothing, movies, and Lego-based tolevision shows, Manulacturing plants lacated in Czech Republic, Denmark, Hungary, Mexico, ‘and China inject molten plastic into injection molding machines to produce up| 10.26 bilion bricks a year to exacting quality standards. The molds designed by Lego engineers have a tolerance of 18 micrometers to ensure that bricks can stay connected. Inspectors check the output of molds to aiinate significant {aration in color and thickness. Machines perform aditional drop, torque, tension, compression bite, impact, and measurement tests to ensure the safety ‘and durabilty ofthe product, Only 18 bricks out of @ milion fail to meet quality ‘standards, which are uniformly enforced irrespective ofthe global production location through knowledge sharing and use of standardized equipment at each manufacturing plant. During the automated packaging process, a preciso number ‘of bricks are dropped ito polypropylene bags, which are then weighed to make ‘sure that each bag has the right contents, At the end ofthe process, these bags ‘are placed inta boxes, and packaging operators check that the machines have hot made sny mistakes and add other necessary pieces before Sealing a box. The process uses up to half a milion environmentally frendly “green” boxes per year, ‘which are subsequently shipped al over the world. This single-minded focus on quality and attention to tha tiniest details of designing, raw material sourcing, and manufacturing the product has created @ ‘company with an iconic brand that continues to maintain its grip on the imagination and wallets of its many happy and satisfied customers." WW: has not played with Lego toys? Countless nuniver of children and “SeaTac V. Wilton “How Lage Ble West Gane 28 2000), Hows com, tp ‘avert ent age 1 2020 Mil ene apa Sal. Quay ‘io md rei Taye ara Yt Ro Io" 203), Fre tp rico [tschvonlen 0" fone arse vse ad atte et bs U6 (hs 1 220 Hen ipsan/ wing une 18 200)LO), (QUALITY AND PERFORMANCE CHAPTER 3125 The challenge tor wsinsss today is iy pet sais ite custon ewgh th exp ps Se ce Sry os formance of tar proces and prodel: Lag is ‘qn exampl fa campany that mathe challenge by py Sesigning and managing it manlacting pocaes {oprovidecsiomer with high-oallypretuels snd Wag Pees toon Erling ps rman Jmporant thi stohappen. rials nessa or os ‘aad mel chan en iy aad performance shouldbe see's fmcaen, Therefore in thi chapor, eo it ess ttn of ey ao al ay ‘anagement aad 3x Sig, two pilose =epporting tools that many compe etic to ‘valle aed iprove quality and peformato, We ———_ ‘ibequetly describ how aecplance umpling md tow soars) | process porfmanoe approaches nara nn ap ov ep et Py cin and the le played by pens van Stieber!