QUALITY CONTROL

Definition of quality
The ability of a product or services to meet customer
need is called quality
Implication of Quality
Poor quality can lead to following
Company reputation
Product liability
Global implication
Quality in goods
Performance
Features
Durability
Reliability
Conformance
Serviceability
Aesthetics
Perceived Quality
Quality in Services
Tangibles
Reliability
Responsiveness
Competence
Courtesy
Security
Access; Communication &Understanding the
Customer
 What Is Quality?
The Experts Say...

Conformance to requirements (Philip B. Crosby)

Zero Defects (Philip B. Crosby)
Fitness for use (Joseph M. Juran)
Reduced variation (W. Edwards Deming)
Quality Control Evolution

Evolution

TQM
Quality
Assurance
Quality
Control
Foreman
Operator
1900 1918 1920 1940 1980
Cost of Quality
The cost of doing things wrong is called cost of quality.
It is the price of non-conformance.
Four major categories of COQ are
Prevention Cost (cost associated with reducing potential for
defective parts or services e g quality improvement program,
training)
Appraisal cost (cost related with evaluating products or
services, process )
Internal failure (cost that result from production of
defective parts or services before delivery to customer eg
rework scrap etc)
External cost (cost that occur after delivery of defective
products or services like returned goods , liabilities , lost
good will etc)
 Awareness to
International Standard
What is ISO?
International Organization for Standardization
Develops standards do not certify companies
Around 140 countries members
Around 13000 standards produced
Technical Committees are formed to produce
standards
ISO 9000:2000
Family of Standards
 CORE STANDARDS
 ISO 9000:2000 Fundamentals and Vocabulary
 ISO 9001:2000 QMS Requirements
 ISO 9004:2000 Guidelines for Performance Improvement

 SUPPORTING STANDARDS
 ISO 10005:1995 Guidelines for Quality Plans
 ISO 10006:1997 Guidelines for Project Management
 ISO 10007:1995 Guidelines for Configuration Mgt
 ISO 10011-1, -2, -3 on Auditing
 ISO 10012-1 & -2, Quality Assurance for Measuring Eqpt.
 ISO 10013:1995 Guidelines for Quality manuals
International Quality Standard
ISO 9000 is a set of quality standard developed by
International Organization for Standardization.
SO 9000 is a quality management standard that
presents guidelines intended to increase business
efficiency and customer satisfaction.
The goal of ISO 9000 is to embed a quality
management system within an organization,
increasing productivity, reducing unnecessary costs,
and ensuring quality of processes and products.
 QMS

Quality Management
System
A System of coordinated activities which is meant to “direct”
and “control” an organization with regard to quality.
or
(satisfying your customer by managing your resources, through a
standardized system)
 The Structure
0 Introduction
1 Scope
2 Normative reference
3 Terms and definitions
4 Quality management system
requirements
5 Management responsibility
6 Resource management
7 Product realization
8 Measurement, analysis and improvement
System Requirements /
Structure of the Standard
4 Quality 5 Management 6 Resource 7 Product 8
Management Responsibility Management Realization Measurement
System Analysis &
improvement

Management
General Provision of Planning(7.1)
Commitment(5.1 General (8.1)
requirements (4.1) resources(6.1)
)
Customer
Documentation Customer focus related
Requirements(4.2) (5.2) Human Monitoring &
processes(7.2)
resources(6.2) measurement(8.2)
Quality Design &
policy(5.3) development(7.3)
Infrastructures(6.3 Control of NCP(8.3)
)
Planning(5.4)
Purchasing(7.4)
Work
Analysis of data(8.4)
environment(6.4)
Responsibility,
Production &
authority &
service
communication(
provision(7.5) Improvements(8.5)
5.5)

Management Control of monitoring &

measuring devices(7.6)
Reviews (5.6)
 Total Quality
Management (TQM)
Total Quality Management (TQM)
Management of an entire organization so that it
excels in all aspects of product and service that are
important to customer.
 Total Quality Management
Elements
 Leadership
 Employee Involvement
 Product/Process Excellence
 Customer Focus

5-8
Major Contributors to the development
of TQM
Dr Edwards Deming
Dr Joseph Juran
Philip Crosby
Armand Feigenbaum
Prof. Kaori Ishikawa
Genichi Taguchi
Musaaki Imai
Management Role in TQM
Create consistency of purpose
Lead to promote change
Build quality into the product . Stop depending on inspection to catch
problem.
Build long term relationship based on performance
Continuously improve product quality & services
Start training
Emphasize leadership
Drive out fear
Break-down barrier between departments
Stop haranguing (lengthy speech )workers
Support, help & improve
Remove barrier to pride in work.
Institute a vigorous program of education and self-improvement
Put everybody in the company to work on the transformation.
Key Tools of Quality
Seven QC Tools
Continuous improvement
Six sigma
Employee empowerment
Benchmarking
Just in Time
Taguchi concept
7-Seven QC Tools


 Pareto
ParetoDiagram
Diagram To
Toidentify
identifythe
thecurrent
currentstatus
statusand
and issues
issues

 Cause
Causeand
and Effect
EffectDiagram
Diagram To
Toidentify
identifythe
thecause
causeand
andeffect
effectrelationship
relationship

 Histogram
Histogram To
Tosee
seethe
thedistribution
distributionof
of data
data

 Scatter
ScatterDiagram
Diagram To
Toidentify
identifythe
therelationship
relationshipbetween
betweentwo
two
things
things

 Check
Check Sheet
Sheet To
Torecord
recorddata
datacollection
collection

 Control
Control Chart
Chart To
Tofind
findanomalies
anomaliesand
and identify
identifythe
thecurrent
currentstatus
status

 Graph
Graph// Flow
FlowCharts
Charts To
Tofind
findanomalies
anomaliesand
and identify
identifythe
thecurrent
current
status
status
1.Pareto Diagram
AAPareto
Paretodiagram
diagramisisaacombination
combinationof ofbar
barand
andline
linegraphs
graphsof
of
accumulated
accumulateddata,
data,where
wheredata
dataassociated
associatedwith
withaaproblem
problem(e.g.,
(e.g.,
aadefect
defectfound,
found,mechanical
mechanicalfailure,
failure,ororaa
complaint
complaintfrom
fromaacustomer)
customer)are aredivided
divided
into
intosmaller
smallergroups
groupsbybycause
causeor orby
by
phenomenon
phenomenonand andsorted,
sorted,for
forexample,
example,
by
bythe
thenumber
numberof ofoccurrences
occurrencesor orthe
the
amount
amountofofmoney
moneyinvolved.
involved. (The
(Thename
name
“Pareto”
“Pareto”came
camefrom
fromananItalian
Italian
mathematician
mathematicianwhowhocreated
createdthe
thediagram.)
diagram.)
When is it used and what results will be obtained?

Which is the most serious problem among many problems? It is mainly

used to prioritize action.

Usage Results
Results
••Allows
Allows clarification
clarification of
of
••Used to identify a problem.
•Used to identify the cause of a important
important tasks.
tasks.
••Allows
Allows identification
identification ofof aa
problem.
••Used
Used to
to review
review the
the effects
effects of
of an
an starting
starting point
point (which
(which task
task
action to be taken. to
to start
start with).
with).
•Used to prioritize actions. ••Allows
Allows projection
projection of
of the
the
effects
effects ofof aa measure
measure to
to be
be
[Used
[Used during
during phases
phases toto monitor
monitor taken.
taken.
the
the situation,
situation, analyze
analyze causes,
causes, and
and
review effectiveness of an action.]]
.Example usage of Pareto Diagram
(1) Assessment using Pareto (2) Confirmation of Effect
diagram (prioritization) (Comparison)
•To identify a course of action Frequently used to
to be emphasized using a check the effect of an
variety of data. improvement.

Details of A
Improv
ed!

B C D I J K L
A
W
Ｘ
X
Ｙ
Y Z
Ｚ X
Ｘ Y ＹW ＷZ Ｚ
2.Cause and Effect Diagram
AAcause
causeand
andeffect
effectdiagram
diagramisis“a“afish-bone
fish-bonediagram
diagramthat
that
presents
presentsaasystematic
systematicrepresentation
representationof of the
the
relationship
relationshipbetween
betweenthe theeffect
effect(result)
(result)and andaffecting
affecting
factors
factors(causes).
(causes).
Solving
Solvingaaproblem
problemin inaascientific
scientificmanner
mannerrequires
requires
clarification
clarificationof
ofaacause
causeand
andeffect
effectrelationship,
relationship,where
where
the
theeffect
effect(e.g.,
(e.g.,the
theresult
resultof
ofwork)
work)varies
variesaccording
accordingto to
factors
factors(e.g.,
(e.g.,facilities
facilitiesand
andmachines
machinesused,used,method
methodof of
work,
work,workers,
workers,andandmaterials
materialsand
andparts
partsused).
used). ToTo
obtain
obtainaagood
goodwork
workresult,
result,we
wemust
mustidentify
identifythetheeffects
effects
of
ofvarious
variousfactors
factorsand
anddevelop
developmeasures
measuresto toimprove
improvethethe
result
resultaccordingly.
accordingly.
When is it used and what results will be obtained?

A cause and effect diagram is mainly used to study the cause of a certain
matter. As mentioned above, the use of a cause and effect diagram allows
clarification of a causal relation for efficient problem-solving. It is also
effective in assessing measures developed and can be applied to other
fields according to your needs.

Usage Results
Results
••Used
Used when
when clarifying
clarifying aa cause
cause and
and ••Can
Can obtain
obtain aa clearclear overall
overall
effect relationship.
effect relationship. picture
picture of of causal
causal relation.
relation. (A
(A
••[Used
[Used during
during aa phase
phase to
to change
change in in the
the cause
cause triggers
triggers aa
analyzecauses.]
analyzecauses.] variation
variationin inthe
theresult.)
result.)
••Used
Used toto develop
develop ••Can
Can clarify
clarify thethe cause
cause and
and
••countermeasures. effect
effectrelationship.
relationship.
countermeasures.
••[Used ••Can
Can listlist upup all
all causes
causes toto
[Used during
during aa phase
phase to
to plan
plan
countermeasures.]
countermeasures.] identify
identifyimportant
importantcauses.
causes.
••Can
Can determine
determine the the direction
directionof
of
action
action (countermeasure).
(countermeasure).
 Cause and Effect Diagram
Less resource for training Unfair selection

mini bone small bone

characteristics
big bone

medium

(result)
bone back bone Po
Of

No financial plenty
No incentive
On poor perfromance

factors (causes)
3.Histogram
Articles produced with the
same conditions may vary in specification range
terms of quality
characteristics.

Y axis (no. of occurrences)

A histogram is used to judge
whether such variations are
normal or abnormal. First,
the range of data variations
are divided into several
sections with a given interval,
and the number of data in
each section is counted to
produce a frequency table. range of variation
X axis
Graphical representation of (measured values)
this table is a histogram.
Histogram--Example No. 1

Data sheet of lengths of cut steel wire [Specification: 255±5cm] (n=100)

№ 1 2 3 4 5 6 7 8 9 10
1 255 259 257 254 253 254 253 257 258 252
2 253 256 255 255 256 255 257 255 256 258
3 257 255 256 251 255 253 255 256 254 256
4 257 255 257 254 254 260 258 253 260 255
5 255 252 255 253 253 258 253 259 255 257
6 253 257 258 256 253 254 255 254 257 253
7 255 254 253 255 257 252 254 256 255 255
8 254 254 254 254 255 255 257 255 253 254
9 258 256 253 256 255 254 255 256 256 256
10 256 254 255 257 254 254 259 253 258 254
Ｓ 253 252 253 251 253 252 253 253 253 252
Ｌ 258 259 258 257 257 260 259 259 260 258
(Unit;cm)
Histogram--Example No.2
Histogram--Example No.3

Standard Standard
Lower Limit Upper Limit
Products
Standard Value

25 X
Standard Central
N=100 =255.19
20

15

10

0
250 252 254 256 258 260
[Histogram of Cutting Length of Steel Wire]
 When is it used and what results will be
obtained?
A histogram is mainly used to analyze a process by
examining the location of the mean value in the graph or
degree of variations, to find a problem point that needs to
be improved. Its other applications are listed in the table
below. Usage Results
Results
[Used
[Used during
during phases
phases toto monitor
monitor the
the Can
Can identify
identify the
the location
location of of the
the
situation,
situation, analyze
analyze causes,
causes, and
and review
review mean
mean (central)
(central) value
value oror degree
degree ofof
effectiveness
effectiveness of
of an
an action.]
action.] variations.
variations.
Used
Used toto assess
assess the
the actual
actual conditions.
conditions. Can
Can find
findout
outthe
thescope
scopeofof aadefect
defectbyby
inserting
insertingstandard
standardvalues.
values.
Used to analyze a process to identify
Used to analyze a process to identify a a
problem
problem point
point that
that needs
needs to
to be
be improved
improved Can Can identify
identify thethe condition
condition of of
by
by finding
finding the
the location
location of
of the
the mean
mean value
value distribution
distribution(e.g.,
(e.g.,whether
whetherthere
thereisisan
an
or
or degree
degree of
of variations
variations in
in the
the graph.
graph. isolated,
isolated,extreme
extremevalue).
value).
Used
Used toto examine
examine that
that the
the target
target quality
quality is
is
maintained
maintained throughout
throughout the
the process.
process.
 4.Scatter Diagram
A scatter diagram is used to regression line
“examine the relationship
between the two, paired,
interrelated data types, ” such
as “height and weight of a
person.”
A scatter diagram provides a

Abrasion
means to find whether or not
these two data types are
interrelated. It is also used to
determine how closely they
are related to identify a
problem point that should be
controlled or improved. Number of Rotations
Various Forms of Scatter Diagram
The table below shows some examples of scatter diagram’s usage. If, for example, there
is a relationship where “an increase in the number of rotations (x) causes an increase in
abrasion (y),” there exists “positive correlation.” If, on the other hand, the existence of a
relationship where “an increase in the number of rotations (x) causes a decline in abrasion
(y)” indicates that there is “negative correlation.”

・ ・ ・ ・
・・ ・ ・・・
・ ・・・・・ ・・ ・ ・・
・・・ ・・ ・ ・ ・・・ ・・
・ ・・ ・・・ ・ ・・ ・・・
・ ・ ・・ ・ ・ ・・ ・・
・ ・・・ ・・ ・・・
・・ ・ ・ ・ ・
・ ・
Where there is a positive Where there is a negative
correlation correlation
・ ・ ・・
・ ・
・ ・ ・ ・ ・ ・・ ・
・ ・ ・ ・・ ・ ・ ・ ・・
・ ・・ ・ ・ ・ ・ ・ ・ ・・ ・
・ ・ ・ ・ ・ ・ ・ ・ ・ ・ ・
・ ・ ・ ・ ・ ・ ・・ ・ ・
・ ・ ・ ・ ・ ・ ・・
・ ・ ・ ・ ・ ・
・ ・
Where there is no Where there is a non-linear
correlation correlation
When is it used and what results will be obtained?

Used to a assess relationship between 2 data matters

Usage Results
Results
[Used
[Used during
during phases
phases toto monitor
monitor the
the situation,
situation, analyze
analyze Can
Canidentify
identifycause
causeand
and
causes and review effectiveness of an action.]
causes and review effectiveness of an action.] effect
effectrelation.
relation.
Used
Used to
to identify
identify aa relationship
relationship between
between two
two matters.
matters.
(Can
(Can understand
understand the
the
Used to identify a relationship between two matters
Used to identify a relationship between two matters andand
establish relationship
relationshipbetween
betweentwo
two
establish countermeasures
countermeasures based
based on
on their
their cause
cause and
and effect
effect
relation.
relation.
results.)
results.)
Example
Example Usage
Usage
1.Relationship
1.Relationship between
between thermal
thermal treatment
treatment temperature
temperature of
of
aa steel
steel material
material and
and its
its tensile
tensile strengths.
strengths.
2.Relationship
2.Relationship between
between visit
visit made
made byby aa salesman
salesman and
and
volume of sales.
volume of sales.
3.Relationship
3.Relationship between
between thethe number
number ofof persons
persons visiting
visiting aa
department
department store
store and
and volume
volume ofof sales
sales
5.Check Sheet
AAcheck
checksheet
sheet isis “a
“asheet
sheetdesigned
designed in inadvance
advance
to
toallow
alloweasy
easycollection
collectionand andaggregation
aggregationof of
data.”
data.” ByBy just
justentering
entering check
check marks
markson onaacheck
check
sheet,
sheet, data
datacancan be
becollected
collected to
toextract
extract
necessary
necessary information,
information, or oraathorough
thorough
inspection
inspectioncan can be
beperformed
performed in inananefficient
efficient
manner,
manner, eliminating
eliminating aapossibility
possibilityofof skipping
skipping
any
anyofof the
therequired
required inspection
inspection items.
items.
AAcheck
checksheet
sheet isisalso
alsoeffective
effective in
inperforming
performing
stratification
stratification (categorization).
(categorization).
Example Usage of Check Sheet

A check sheet used to identify defects

Date
Defect
6/10 6/11 6/12 6/13 6/14 Total

Vertical 34
Scratch

Scratch 11

Dent 37
6. Control chart
It will be covered in next chapter
7.Graph
AAgraph
graph isis “a
“agraphical
graphical representation
representationof of data,
data, which
which
allows
allowsaaperson
person to tounderstand
understand thethe meaning
meaning of of these
these
data
dataat ataaglance.”
glance.”
Unprocessed
Unprocessed data datasimply
simply represent
representaa list
listof
of numbers,
numbers,
and
and finding
finding certain
certain tendencies
tendenciesor or magnitude
magnitudeof of
situation
situation from
from these
these numbers
numbers is isdifficult,
difficult, sometimes
sometimes
resulting
resulting in inanan interpretational
interpretational error.
error.
AAgraph
graph isisaaeffective
effective means
means toto monitor
monitoror or judge
judge the
the
situation,
situation, allowing
allowing quick
quick and
and precise
preciseunderstanding
understanding of of
the
thecurrent
currentor oractual
actual situation.
situation.
AA graph
graph is is aa visual
visual and
and summarized
summarized representation
representation of of
data
data that
that need
need to to be
be quickly
quickly and
and precisely
precisely conveyed
conveyed toto
others.
others.
When is it used and what results will be obtained?

A graph, although it is listed as one of the QC tools, is commonly

used in our daily life and is the most familiar means of assessing
a situation.

Usage Usage Results

Results
Used
Used to to observe
observe changes
changes AAgraphs
graphsisisthe
themost
most
in
in aa time-sequential
time-sequential frequently
frequentlyused
usedtool
tool
order
order (line
(line graph)
graph) among
among QCQC77tools.
tools.
Used
Used to to compare
compare size
size Can
Canrecognize
recognize changes
changes
(bar
(bar graph)
graph) in
inaatime-sequential
time-sequential
Used
Used to to observe
observe Ratios
Ratios order,
order,ratios,
ratios,and
andsize.
size.
(( pie
pie graph,
graph, column
column
graph)
graph)
Thank You very much.