Quality Management

Rohit Kapoor
 Outline
• Introduction
• Statistical process control
• Process capability
– Six-sigma
• Robust design
 Introduction
• Quality
– Conformance vs. performance
– Applicability:
Production and services

– Root cause of All quality problems?

• Variation
Concept of Consistency
 Types of Variations
• Common causes
• Assignable causes
Constructing Control Charts

95%
99.74%
-3 -2 -1 =0 1 2 3
 Quality Exercise
• ?
 Analysis
Period X1 X2 X3 X4 X5 Mean
1 79.941 79.961 79.987 79.940 79.956 79.957
2 79.953 79.942 79.962 79.956 79.944 79.951
3 79.926 79.986 79.958 79.964 79.950 79.957
4 79.960 79.970 79.945 79.967 79.967 79.962
5 79.947 79.933 79.932 79.963 79.954 79.946
6 79.950 79.955 79.967 79.928 79.963 79.953
7 79.971 79.960 79.941 79.962 79.918 79.950
8 79.970 79.952 79.946 79.928 79.970 79.953
9 79.960 79.957 79.944 79.945 79.948 79.951
10 79.936 79.945 79.961 79.958 79.947 79.949
11 79.911 79.954 79.968 79.947 79.918 79.940
12 79.950 79.955 79.992 79.964 79.940 79.960
13 79.952 79.945 79.955 79.945 79.952 79.950
14 79.973 79.986 79.942 79.978 79.979 79.972
15 79.931 79.962 79.935 79.953 79.937 79.944
16 79.966 79.943 79.919 79.958 79.923 79.942
17 79.960 79.941 80.003 79.951 79.956 79.962
18 79.954 79.958 79.992 79.935 79.953 79.958
19 79.910 79.950 79.947 79.915 79.994 79.943
20 79.948 79.946 79.943 79.935 79.920 79.938
21 79.917 79.949 79.957 79.971 79.968 79.952
22 79.973 79.959 79.971 79.947 79.949 79.960
23 79.920 79.961 79.937 79.935 79.934 79.937
24 79.937 79.934 79.931 79.934 79.964 79.940
25 79.945 79.954 79.957 79.935 79.961 79.950
Average 79.951
 Control Chart Parameters for 99.7
Confidence
• Estimated Standard Deviation (X-bar)

For the example,

Standard deviation of all parts = 0.017846388
Therefore,
 Control Limits Calculations
• Upper Control Limit for X-bar
79.951 + 3 * 0.007981147 = 79.9749
• Lower Control Limit for X-bar
79.951 – 3 * 0.007981147 = 79.9271
 X-Bar Chart
79.980

79.970

79.960

79.950
Central

79.940 UCL
LCL
Means
79.930

79.920

79.910

79.900
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
 Control Chart for a Service Setting
• ?
 Period X1 X2 X3 X4 X5 Mean
1 1.7 1.7 3.7 3.6 2.8 2.7
2 2.7 2.3 1.8 3.0 2.1 2.4
3 2.1 2.7 4.5 3.5 2.9 3.1
4 1.2 3.1 7.5 6.1 3.0 4.2
5 4.4 2.0 3.3 4.5 1.4 3.1
6 2.8 3.6 4.5 5.2 2.1 3.6
7 3.9 2.8 3.5 3.5 3.1 3.4
8 16.5 3.6 2.1 4.2 3.3 5.9
9 2.6 2.1 3.0 3.5 2.1 2.7
10 1.9 4.3 1.8 2.9 2.1 2.6
11 3.9 3.0 1.7 2.1 5.1 3.2
12 3.5 8.4 4.3 1.8 5.4 4.7
Analysis 13
14
29.9
1.9
1.9
2.7
7.0
9.0
6.5
3.7
2.8
7.9
9.6
5.0
15 1.5 2.4 5.1 2.5 10.9 4.5
16 3.6 4.3 2.1 5.2 1.3 3.3
17 3.5 1.7 5.1 1.8 3.2 3.1
18 2.8 5.8 3.1 8.0 4.3 4.8
19 2.1 3.2 2.2 2.0 1.0 2.1
20 3.7 1.7 3.8 1.2 3.6 2.8
21 2.1 2.0 17.1 3.0 3.3 5.5
22 3.0 2.6 1.4 1.7 1.8 2.1
23 12.8 2.4 2.4 3.0 3.3 4.8
24 2.3 1.6 1.8 5.0 1.5 2.4
25 3.8 1.1 2.5 4.5 3.6 3.1
26 2.3 1.8 1.7 11.2 4.9 4.4
27 2.0 6.7 1.8 6.3 1.6 3.7
Average 3.8
 Control Limits
• Upper Control Limit for X-bar
3.81 + 3 * 1.13 = 7.20
• Lower Control Limit for X-bar
3.81 – 3 * 1.13 = 0.42
 Control Chart: X-Bar
12.0

10.0

8.0

Central

6.0 UCL
LCL
Means
4.0

2.0

0.0
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27
 Attribute Control Charts
 p-charts
 uses portion defective in a sample
 P chart

UCL = p + zp
LCL = p - zp
z = number of standard deviations from process
average
p = sample proportion defective; an estimate of
process average
p = standard deviation of sample proportion

p(1 - p)
p = n
 P chart example

NUMBER OF PROPORTION
SAMPLE DEFECTIVES DEFECTIVE
1 6 .06
2 0 .00
3 4 .04
: : :
: : :
20 18 .18
200

20 samples of 100 pairs of jeans

 P chart example…Contd.

total defectives
p = total sample observations = 200 / 20(100) = 0.10

p(1 - p) 0.10(1 - 0.10)

UCL = p + z = 0.10 + 3
n 100
UCL = 0.190

p(1 - p) 0.10(1 - 0.10)

LCL = p - z = 0.10 - 3
n 100
LCL = 0.010
P chart example … Contd.
0.20

0.18 UCL = 0.190

0.16

0.14
Proportion defective

0.12
p = 0.10
0.10

0.08

0.06

0.04

0.02 LCL = 0.010

2 4 6 8 10 12 14 16 18 20
Sample number
 Design Specification and Process
Capability
Design
Specifications

(a) Natural variation

exceeds design
specifications; process
is not capable of
meeting specifications
all the time.
Process
Design
Specifications

(b) Design specifications

and natural variation the
same; process is capable
of meeting specifications
most of the time.

Process
 Process Capability
Design
Specifications

(c) Design specifications

greater than natural
variation; process is
capable of always
conforming to
specifications.
Process
Design
Specifications

(d) Specifications greater

than natural variation,
but process off center;
capable but some output
will not meet upper
specification.
Process
Process Capability Ratio

Process Capability Ratio

tolerance range
Cp = process range

upper specification limit -

lower specification limit
=
6
 Value of Cp
• ?
Lower Upper
Specification Specification
Limit (LSL) Limit (USL)

Process A
(with st. dev A)

X-3A X-2A X-1A X X+1A X+2 X+3A

3

Process B
(with st. dev B)

X-6B X X+6B