Sec 03 Quality Planning Process

HE QUALITY PLANNING PROCES
1
eveloping products (both goods and services) that ensures that customer needs are
THE QUALITY PLANNING PROBLEM

qUnderstanding gap
qDesign gap
qProcess gap
qOperations gap
Sec 03 THE QUALITY PLANNING PROCESS 2

THE QUALITY PLANNING SOLUTION
1.Establish the project

2.Identify the customers
3.Discover the customer needs
4.Develop the product
5.Develop the process
6.Develop the controls and transfer to operations

A .Identification of Projects
I. Setting Quality Goals
II. Nominating and Selecting Projects
III. Selecting Teams
IV . Monitoring Progress
V .Supporting Project Team
VI.
vProviding education and training in quality planning tools and techn
vProviding a trained facilitator to help the team work effectively .
vReviewing team progress.
vApproving revision of the project mission.
vIdentifying/helping with any problems.
vCoordinating related quality planning projects.
vHelping with logistics, such as a meeting site.
vProviding expertise in data analysis and survey design.
vFurnishing resources for unusually demanding data collection.
vCommunicating project results.

Statement
written instruction for the team that describes the intent or purpose of the pro
anning project, that is, the product and markets to be addressed.
oject, that is, the results to be achieved.
qTechnology as a Basis .
qThe Market as a Basis .
qBenchmarking as a Basis .
qHistory as a Basis .
qQuality Goals Are a Moving Target
qProject Goals
qMeasurement of the Goal
1 . Quality
2 . Quantity
3 . Cost
4 . Time
q

Contrast this with the following example: “To design , and put into productio
tion to guide the planning process:

s-functional approach to quality planning is effective for several reasons:
g of ideas, experiences, and a sense of commitment to being a part of and helping

ings a more complete working knowledge of the product and processes to be planned
rtments or functions promotes the acceptance and implementation of the new plan t
by the result of the project.

ible for various steps in the process.
ormation, or skill in the design of the project.
lementing the plan.

2.IDENTIFY THE CUSTOMERS
A .Types of External Customers :

I. The purchaser.
II. The end user/ultimate customer.
III. Merchants.
IV . Processors.
V .Suppliers.
V I. Original equipment manufacturers (OEMs).
V II. Potential customers.
V III. Hidden customers.
IX.
X.
XI.
XII.

2.IDENTIFY THE CUSTOMERS
someone, does something with it, and passes it to a third individ

3.DISCOVER CUSTOMER NEEDS
A .Plan to collect customers’ needs.

I. Stated Needs and Real Needs.
II. Perceived Needs.
III. Cultural Needs.
IV . Needs Traceable to Unintended Use.
V .Human Safety.
V I. “User Friendly.”
V II. Promptness of Service.
V III. Customer Needs Related to Deficiencies.
IX . Warranties.
X .Effect of Complaint Handling on Sales.
XI. Keeping Customers Informed.
XII.
XIII.
ps, and market research
XIV. programs and studies, Routine communications, Tracking cus
XV.

ning a new product, they must be stated in terms of benefits sought. Anot

nd necessary, but without a systematic way to approach the organization a

C .Analyze and Prioritize Customer Needs
D.
Customer Needs Spreadsheet

C .Analyze and Prioritize Customer Needs
D.
Precise Customer Needs

“Our” Language.
the unrecognized differences can build additional misunderstanding that

fined amount of some quality feature, permits evaluation of that feature
umbers in terms of the unit of measure, e.g., a clock for telling time, a t

4.DEVELOP PRODUCT
oduct design are detailed designs, drawings, models, procedures, specifica
uality objectives for this step are two :

which product features and goals will provide the optimal benefit for th
hat is needed so that the designs can be delivered without deficiencies.

There are six major activities in this step:
• Group together related customer needs.

• Determine methods for identifying product features
• Select high-level product features and goals.
• Develop detailed product features and goals.
• Optimize product features and goals.
• Set and publish final product design.

Group together related customer needs
e planning team to “divide and conquer,” with sub-tea
the customers’ needs, not the components of the prod

Determine methods for identifying product features
qBenchmarking .
qBasic Research .
qMarket Experiments .
qCreativity .
üChanging key words or phrases.
üRandom association.
üCentral idea.
üPutting yourself in the other person’s shoes.
üDreaming.
üThe spaghetti principle.

Select high-level product features and goals
neral Criteria
ØMeet the customers’ needs
ØMeet the suppliers’ and producers’ needs
ØMeet (or beat) the competition
ØOptimize the combined costs of the customers and suppliers
Ø
ditional Criteria
ØThe impact of the feature on the needs
ØThe relative importance of the needs being served
ØThe relative importance of the customers whose needs are affected
ØThe feasibility and risks of the proposed feature
ØThe impact on product cost
ØThe relationship to competitive features uncovered in benchmarking
ØThe requirements of standards, policies, regulations, mandates, and s

Select high-level product features and goals
Criteria for Setting Product Feature Goals

ØMeasurable
ØOptimal
ØLegitimate
ØUnderstandable
ØApplicable
ØAttainable
Ø
Measuring Product Features Goals
ØDetermine the unit of measure: meters, seconds, days, percentages…
ØDetermine how to measure the goal (i.e., determine what is the senso
ØSet the value for the goal.

Develop detailed product features and goals
will usually be necessary to divide the product into a number of compone
n remains integrated, consistent, and effective in meeting customer needs
overall direction and integration

s for each component
all components
completion of the product design phase

Optimize Product Features and Goals

v
v
qDesign Review.
qJoint Planning.
qStructured Negotiation.
qCreate New Options.
qCompetitive analysis
qSalability analysis
qValue analysis
qCriticality analysis
qFailure mode and effect analysis (FMEA)
qFault-tree analysis
q
Ø
Set and publish final product design
, it is time to select the product features and goals to be included in t
ould include any procedures, specifications, flow diagrams, and other spre

5.DEVELOP PROCESS
cesses may be decomposed into these smaller units for both the developmen
a process
Ø or sub-process .
Ø
-step description for execution of an activity .

5.DEVELOP PROCESS
ation of the process.
Ø
Ø
h the sequence of activities and tasks fully and clearly defined and all

5.DEVELOP PROCESS
The eleven major activities involved in developing a process are:
1.Review product goals.

2.Identify operating conditions.
3.Collect known information on alternate processes.
4.Select general process design.
5.Identify
Ø process features and goals.
6.Identify detailed process features and goals.
Ø
7.Design for critical factors and human error.
8.Optimize process features and goals.
9.Establish process capability.
10.Set and publish final process features and goals.
11.Set and publish final process design.

5.DEVELOP PROCESS
s design. The review helps achieve the optimum. Process designers are abl
Ø
Ø

5.DEVELOP PROCESS
. Collect known information on alternate processes .

§ Process Anatomy .
§ The Autonomous Department .
§ The Assembly Tree .
§ The Procession .
§ Process Quality Management .
§ ØMeasuring the Process .
Ø •Deficiency rates
•Cycle time
•Unit cost
•Output rate
ü
.

5.DEVELOP PROCESS
al process design . The team should ensure that it meets the follow
er the quality goals for the product.
es the countermeasures for criticality analysis, FMEA, and fault-tree anal
project goals.
or actual, not only intended, use.
Ø
nt in consumption of resources.
investments
Ø that are greater than planned.

5.DEVELOP PROCESS
r “blank sheet ” redesigns , most effective process redesigns are a combin
ented with a specification of the following for each:

Ø
Ø

5.DEVELOP PROCESS
al process design .
ew process flow is completed, it should be reviewed for opportunities to

ources of error that lead to rework loops.
r reduce
Ø redundant sub-processes, activities, or tasks.
e number of handoffs.
e time.Ø
ks, activities, or processes that have outputs with defects.
uencing issues in the process to reduce the amount of activity or rework

5.DEVELOP PROCESS
4 . Select general process design .

vTesting Selected Processes :
oPilot test.
oModular test.
oSimulation.
oDry run.
Ø oAcceptance test.
oComparisons or benchmarks.
Ø o
vTest Limitations .
oDifferences in operating conditions.
oDifferences in size.
oCultural resistance.
o

5.DEVELOP PROCESS
ds or deliver the service and achieve the product feature goals that wil
ds?”. Ø
Ø
s (and meet quality goals) over and over again without deficiencies?

5.DEVELOP PROCESS
oals .
the following categories :
regular, definite order.
of tasks, activities, or procedures.
d otherØ hard goods that will be needed to perform the process.
ures, orØ information
ill require, goals, and tasks they will perform.
omplete the process.
upport, occasionally other support, such as outsources of printing service

5.DEVELOP PROCESS
Ø
r activities
Ø . Each sub-process team will develop the design to

5.DEVELOP PROCESS
erious danger to human life, health, and the environment or ri

Ø
mple margins of safety as to structural integrity, fail-safe p
Ø

5.DEVELOP PROCESS
rror .
fall into these major classes:
rs on specific quality tasks.
human tasks is to provide instant feedback to the worker so that the performance
nless the
Ø person doing it devotes attention to it and to nothing else.
Ø

5.DEVELOP PROCESS
subprocesses.
Ø
Ø
causes of the failure and improvement of the process to elim

5.DEVELOP PROCESS
more to verify the following:

Ø
ation. This
Ø will ensure the effective delivery of the product feature wit
ocess features with no strong relationship to other product features are

5.DEVELOP PROCESS
publish final process design .

eam must ensure that the following are also specified for each task withi
sible for doing it.

is to be completed.
Ø
Ø
can arise during operations and how to deal with them.
of equipment and materials to be used.
equired by the task.
enerated by the task.
ndard operating procedures, job aids that are needed.

6.DEVELOP THE CONTROLS AND TRANSFER TO OPERATIONS
qThere are seven major activities in this step:

q
i. Identify controls needed.
ii. Design feedback loop.
Ø
iii. Optimize self-control and self-inspection.
iv. Establish audit.
Ø
v.Demonstrate process capability and controllability.
vi. Plan for transfer to operations.
vii. Implement plan and validate transfer.

q
i. Identify controls needed .
•Evaluate the actual performance of the process.
•Compare actual performance with the goals.
Ø •Take action on the difference.
•
Ø Control subjects are a mixture of:
§Product features.
§Process features.
§Side-effect features.

vels atØ which the process is out of control and the tools, such as contro
ndards Ø
are not met, e.g., troubleshooting.

ria must first be established:
Ø
Ø
ty must be addressed during the design of the process, it is during implementation

ation package is prepared consisting of certain standardized essentials:
at the transfer is orderly and complete.

Ø
Ø

he transfer was. For the audit to have real meaning, specific goals shoul
ing:
Ø
is. Ø
for failure to meet specific goals.

Ø
the transfer has occurred. A great deal of time and effort has gone into
Ø

Sec 03 Quality Planning Process

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Sec 03 Quality Planning Process

Uploaded by

Copyright:

Available Formats

HE QUALITY PLANNING PROCES

THE QUALITY PLANNING PROBLEM

Sec 03 THE QUALITY PLANNING PROCESS 2

1.Establish the project

Sec 03 THE QUALITY PLANNING PROCESS 3

Sec 03 THE QUALITY PLANNING PROCESS 4

Sec 03 THE QUALITY PLANNING PROCESS 5

tion to guide the planning process:

Sec 03 THE QUALITY PLANNING PROCESS 6

s-functional approach to quality planning is effective for several reasons:

g of ideas, experiences, and a sense of commitment to being a part of and helping

by the result of the project.

Sec 03 THE QUALITY PLANNING PROCESS 7

A .Types of External Customers :

Sec 03 THE QUALITY PLANNING PROCESS 8

someone, does something with it, and passes it to a third individ

Sec 03 THE QUALITY PLANNING PROCESS 9

A .Plan to collect customers’ needs.

Sec 03 THE QUALITY PLANNING PROCESS 10

Sec 03 THE QUALITY PLANNING PROCESS 11

nd necessary, but without a systematic way to approach the organization a

Sec 03 THE QUALITY PLANNING PROCESS 12

Customer Needs Spreadsheet

Sec 03 THE QUALITY PLANNING PROCESS 13

Precise Customer Needs

Sec 03 THE QUALITY PLANNING PROCESS 14

Sec 03 THE QUALITY PLANNING PROCESS 15

fined amount of some quality feature, permits evaluation of that feature

Sec 03 THE QUALITY PLANNING PROCESS 16

oduct design are detailed designs, drawings, models, procedures, specifica

uality objectives for this step are two :

Sec 03 THE QUALITY PLANNING PROCESS 17

There are six major activities in this step:

• Group together related customer needs.

Sec 03 THE QUALITY PLANNING PROCESS 18

Group together related customer needs

e planning team to “divide and conquer,” with sub-tea

the customers’ needs, not the components of the prod

Sec 03 THE QUALITY PLANNING PROCESS 19

Determine methods for identifying product features

Sec 03 THE QUALITY PLANNING PROCESS 20

Select high-level product features and goals

Sec 03 THE QUALITY PLANNING PROCESS 21

Select high-level product features and goals

Criteria for Setting Product Feature Goals

Sec 03 THE QUALITY PLANNING PROCESS 22

Develop detailed product features and goals

will usually be necessary to divide the product into a number of compone

n remains integrated, consistent, and effective in meeting customer needs

overall direction and integration

Sec 03 THE QUALITY PLANNING PROCESS 23

Optimize Product Features and Goals

Set and publish final product design

, it is time to select the product features and goals to be included in t

Sec 03 THE QUALITY PLANNING PROCESS 25

Sec 03 THE QUALITY PLANNING PROCESS 26

ation of the process.

Sec 03 THE QUALITY PLANNING PROCESS 27

The eleven major activities involved in developing a process are:

1.Review product goals.

Sec 03 THE QUALITY PLANNING PROCESS 28

Sec 03 THE QUALITY PLANNING PROCESS 29

. Collect known information on alternate processes .