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Chap 5 - Quality Trilogy
Chap 5 - Quality Trilogy
• Quality control
• Quality improvement
Quality planning
• “Creating a process that will be able to meet established
goals and do so under operating conditions." (Juran)
• Discovering customer needs and opportunities for
reduction of waste and developing products and
processes that would meet those needs and attain to
those opportunities.
• Subject matter
- An office process for producing documents
- An engineering process for designing products
- A factory process for producing goods
- A service process for responding to customers’
requests
Quality planning
•External
Who are the customers? •Internal
•Market research
•Regular contacts with customers/
What are the customers’ needs? systematic making inquiries
•Complaint analysis
•Analysis of the activities of the competitors
•Questioning own employees
•Sales statistics
Develop products
--> specifications, cost, delivery, service
•Quality Function Deployment (QFD)
Develop systems & processes
•Training
Deploy the plan to operational level •Process validation
Defining Quality Parameters
• Group the expectations in large classes
- Productivity - Cost
- Service - Speed/ Flexibilty
- Security/ Environmental concerns
• Set priorities
• Quality parameters for each department, service/ individual
• Annual adjustments when necessary
Define quality parameters
Example: Purchasing department
Quality Function
Deployment (QFD)
Importance
Trade-off matrix
3
Design
characteristics
1 4 2
6 Target values
Quick cool-down 3 X A B
Doesn’t break when dropped 5 AB X
Doesn’t burn when touched 5 AB X
Not too heavy 8 X A B
Copyright 2009 John Wiley &
4-10
Sons, Inc.
From Customer
Thickness of soleplate
to Design
Automatic shutoff
Number of holes
Size of soleplate
Weight of iron
Size of holes
Characteristics
Customer Requirements
Presses quickly - - + + + -
Removes wrinkles + + + + +
Doesn’t stick to fabric - + + + +
Irons
well
Quick cool-down - - + +
Doesn’t break when dropped + + + +
Doesn’t burn when touched + + + +
Not too heavy + - - - + -
Copyright 2009 John Wiley &
4-11
Sons, Inc.
Sons, Inc.
Copyright 2009 John Wiley &
4-12
Tradeoff Matrix
Size of soleplate
Thickness of soleplate
Material used in soleplate
-
Number of holes
+
+
Size of holes
Flow of water from holes
Time required to reach 450º
Time to go from 450º to 100º
Protective cover for soleplate
Automatic shutoff
Targeted Changes in
Design
Thickness of soleplate
Size of holes
soleplate
Units of measure ft-lb lb in. cm ty ea mm oz/s sec sec Y/N Y/N
measures
Objective
SS = Silverstone
MG = Mirorrglide
T = Titanium
Part
Customer
A-1 characteristics
characteristics
Process
House A-2 characteristics
Product
of
quality
characteristics
Parts A-3 Operations
deployment
Part
characteristics
Process A-4
Process
planning
Operating
requirements
Copyright 2009 John Wiley &
4-15
Sons, Inc.
Benefits of QFD
3.4 DPMO
67,000 DPMO
cost = 25% of
Copyright 2009 John Wiley & sales
2-24
Sons, Inc.