Quality Management &

Problem Solving
 Spacer

• Safety
• Purpose
• Agenda
• Conduct / Contribution
• Expectations
• Roles
 Purpose

• Understand what is meant by Quality

• Consider Key Quality Management Systems
• Understand what the 7 Basic Quality Tools are
• Understand a structure Problem Solving process
• How to develop a fishbone diagram
• How to complete a 5 why analysis
 Learning Outcomes

1. Explain the commercial and economic context of

engineering processes and demonstrate the principles
of managing engineering processes through linking
theory with practice in key areas of engineering
management; Demonstrate awareness of quality issues
and their application to continuous improvement
(ISO9001, ISO14001 and Lean Management);
 Agenda

• Quality Management
• Quality Management Systems
• 7 Basic Quality Tools
• Introduction to 8D Problem Solving
• Fishbone Diagram
• 5 Why Analysis
 Why
• Quality is a given for customers today
• Your potential employers will have a Quality
Management System
• Capable processes means repeatable quality
• Finding the root cause of problems will solving them for
ever
• You will be required to work within a company's quality
system
• An Engineer is paid to solve problems
 What is quality?

Group Activity - 5 minutes

 What is quality?
• Fitness for purpose – Juran

• Conformance to requirements – Crosby

• The totality of features and characteristics of a

product or service that bear on its ability to satisfy
stated or implied needs - BS4778

• The total composite product and service

characteristics of marketing, engineering,
manufacture and maintenance through which the
product and service in use will meet the expectation
by the customer - Feigenbaum
 Quality is not ...
• Is a 5 star hotel better quality than a 2 star?

• A 5 star hotel is high grade - it has more features.

• Higher grade is NOT higher quality

• Also quality is not:

- luxury or elegance
- craftsmanship or finish
- durability or expensiveness etc
 Quality is ...
• The customer is the true
judge
• Quality is what the customer
says it is
• Achieving quality means
meeting customer needs
• Quality is: Meeting
customers requirements in
order to achieve customer
satisfaction
 Quality Management

Quality is not defined in management as luxury, but as:

Fitness for purpose

Conformity to standards
Consistency
Reliability
Quality Hierarchy

Total Quality
Management

Quality Assurance

Quality Control

Inspection
ISO9001:2015
5 Steps to build a Quality
Management System
Management
Review / Policy /
Continuous Accountability
Improvement

KPI’s /
Procedures
MOP’s

Forms /
Standard
Operating
Procedures
 Critical comments on ISO 9001
‘Management by manual’ and over-systematised decision-
making – continuous use of standards and procedures

When looking for certification, the whole process of

processes documentation, writing procedures, training staff
and conducting internal audits is expensive and time
consuming
 Total Quality Management
Build a culture striving for quality
Train everyone in simple quality tools
Make sure they use the tools on every process in the
organisation
TQM embraces all aspects of inspection, quality control
and quality assurance.
TQM is an approach that involves the whole organisation,
with the focus of producing high-quality goods and
services.
Based on the participation of all its members, aimed at the
long-term success of an organisation through customer
satisfaction.
 TQM Characteristics
Meeting the needs and expectations of customers
Improvement covers all parts of the organisation (and
should be group-based)
Improvement includes every person in the organisation
(and success is recognised)
Including all costs of quality –especially failure costs and
getting things right first time
Developing the systems and procedures which support
quality improvement
Getting things ‘right first time’ i.e. designing-in quality rather
than inspecting it in
Developing a continuous process of improvement
TQM Video
Problem Solving
 Problem Solving

Purpose: to provide a methodology to identify root causes

and prevent re-occurrence.
1. Problem definition.
2. Fishbone methodology.
3. Action planning and improvement.
 Example Mission Statement:

To provide the __________ industry with innovative and

sustainable solutions which enable our customers to
maximise productivity and profitability by reducing
______time, the cost of __________, material waste and
time to delivery.
 Example Business Goals
• Achieve $____m in sales, with GP over __%
• Reduction in overhead expenditure by __%
• Reduction in NCRs (Non conformance reporting) by __%
• Net Promoter Score above __%
• Improve team-working.
• Quality
– DIFOT >__% (Production’s ability)
– DIFOTIS >__% (Operation’s ability)
 What types of errors?
Contractual Error
1. Nothing arrives on time.
2. Some of it arrives on time.
Quoting Error
3. All of it arrives on time, but it’s defective.
4. Others?
Scheduling Error

Drafting Error

Manufacturing
Error
Packing &
Dispatch Error

Installation Error

How will these affect your business goals?

 The ‘Quick’ Way

Fishbone Diagrams
 Cherry Picking 8D Problem Solving Process
D0: Should we be
doing this?

D4: Define and D7: Preventative

D1: Form the team
verify root causes action

D5: Choose and

D2: Problem D8: Congratulate
verify corrective
Statement the team
action

D3: Interim D6: Implement and

containment actions validate action
My Problem from the Customer’s Perspective

“All your Swim & Rinse units are cracking!”

“This order has to go out next week,

and we would very much appreciate
your rapid assistance!”
 Step by step…

1. Is this a real problem, should we be working on it?

2. Get some initial data to help define the problem.
– 40 off units were sent to customer, cracking on body
and hinge was experienced. Is
T
his
En
– 40 off replacements were shipped. ou
gh
Da
ta?
– Customer again complained of cracking.
3. Define the problem.
4. Identify root causes.
5. Choose, verify and implement corrective action.
Data incoming…
1. Housings were received from ‘moulder’ 20/05/05:-
Batch 23fg466.
2. Assembled on 04/07/05. Batch 040705D
3. Customer has complained of evidence of cracking
prior to fitting. At X3 magnification:- not confirmed.
4. Housing & hinges both cracking. Housings were
moulded at ‘moulder’ (mould tool since moved in-
house, but have not as yet been moulded), hinges
have always been moulded in-house. Batch
230405H
5. ‘Moulders’ have not changed their moulding
process.
6. ‘Tool maker’ have not changed their tooling,
operators, or fixturing process.
7. Customer say their process & operators have not
changed.
Problem Statement

The problem is that: 40 off hinges (230405H) & 40 off

housings (23fg466) sent to the customer showed cracks
in multiple areas when fitted to the vehicle, as did a 40 off
replacement batch (0700705J)
Map the Process

Mould the hinges Mould the

(Internal) Housings (External)

Assemble
on press

Pack

Validate!

Ship

Does this map have a

Customer Store
Sufficient level of detail?

Customer fits
Root Causes
Root Causes
 So what happened?

Mould the hinges Mould the

(Internal) Housings (External)

Assemble
on press

Pack

Validate!

Ship

Customer Store

Customer fits
 Activity
• Develop a Fish Bone Diagram

• Your wheel falls off your car having had a new

tyre fitted
 5 Why’s

https://youtu.be/SrlYkx41wEE
 5 Why Exercise
• From our cause & effect diagram select one
potential cause and complete a 5 Why analysis

15 min Group (4) exercise & feedback

 Summary
• Quality is defined by the customer
• Quality Control is linked to process control & capability
• Quality Management Systems are integral to a business
• ISO9001:2015 is the standard most companies use
• Leadership commitment is critical to the success of a QMS
• Identifying the root cause of a problem is critical
• Data: In God we trust, everyone else brings data
• 8D, A3, DMIAC are known problem solving methodologies