PROD1252 - Week 1 - Introduction to Quality (1) PDF

Quality Improvement Tools – PROD1252 Lecture 1: Introduction to Quality Improvement Today: Course Introduction, Outline, TLP What is “Quality” ? Other definitions The evolution of quality 1  Quality Improvement Tools – PROD1252...

Quality Improvement Tools – PROD1252 Lecture 1: Introduction to Quality Improvement Today: Course Introduction, Outline, TLP What is “Quality” ? Other definitions The evolution of quality 1  Quality Improvement Tools – PROD1252 Course Overview This course is designed to offer you a practical understanding of quality improvement tools and their application in industry. This includes a practical introduction to data techniques and statistical process control (SPC.) 2  Quality Improvement Tools – PROD1252 Evaluation Guideline – this is subject to change Description Value Tests/Quizzes/Exam 85% Assignments 15% 3  Quality Improvement Tools – PROD1252 Tests & Assignments All assignments must be turned in by the due date and time. After this time, assignments will not be accepted, and a grade of zero will be assigned. 4  Quality Improvement Tools – PROD1252 Tests & Assignments Missed tests will be assigned a grade of zero unless prior permission has been granted due to illness or other circumstances. It is the student’s responsibility to seek this permission in advance. 5  Quality Improvement Tools – PROD1252 Academic Integrity Academic dishonesty (e.g., plagiarism, copying from other groups, copying on tests, cheating on tests, etc.) will not be tolerated and will result in disciplinary actions, up to and including withdrawal from the program. Students may not be in possession of an instructor’s manual for the assigned text-book. 6  Quality Improvement Tools – PROD1252 Text-book See Course Outline Link for electronic version provided in Blackboard 7  Quality Improvement Tools – PROD1252 Teaching and Learning Plan 8  Quality Improvement Tools – PROD1252 Quality Basics What does it mean when we say something is of high quality ? 9  Quality Improvement Tools – PROD1252 Quality Quality can be divided two main categories: Product Quality Service Quality 10  Quality Improvement Tools – PROD1252 Example What determines the quality of a MacDonald’s Quarter-Pounder? 11  Quality Improvement Tools – PROD1252 Example What determines the quality of a home grocery-delivery service? 12  Quality Improvement Tools – PROD1252 Example What determines the quality of the steel ball in a ball-bearing? 13  Quality Improvement Tools – PROD1252 Quality Basics What is Quality? 14  Quality Improvement Tools – PROD1252 Quality Definition American Society for Quality (ASQ) Quality: a subjective term for which each person has his or her own definition. In technical usage, quality can have two meanings: (1) the characteristics of a product or service that bear on its ability to satisfy stated or implied needs and (2) a product or service free of deficiencies. 15  Quality Improvement Tools – PROD1252 More Quality Definitions Dr. W. Edwards Deming Quality is non-faulty systems. Dr. Joseph Juran Quality is fitness for use. Phillip Crosby Quality is conformance to requirements. 16  Quality Improvement Tools – PROD1252 Quality Quality is a customer determination which is based on the customer’s actual experience with the product or service, measured against his or her requirements—stated or unstated, conscious or merely sensed, technically operational or entirely subjective—always representing a moving target in a competitive market. Dr. Armand Feigenbaum (1920 - 2014) 17  Quality Improvement Tools – PROD1252 Chapter 1: Quality Basics Processes and Process Improvement: A process takes inputs and performs value-added activities on those inputs to create an output. Productivity and quality improvements come from managing work activities as processes 18  Quality Improvement Tools – PROD1252 Chapter 1: Quality Basics Variation: Variation is present in any natural process, no two products or occurrences are exactly alike. 19  Quality Improvement Tools – PROD1252 Process Variation Variation exists in all processes. How much beer is in each bottle? Exactly 341.000 ml? 20  Quality Improvement Tools – PROD1252 Variation There are two basic types of variation:  Common cause – produced by all sources of variation built into the machine or process. Cannot be eliminated, but may be reducible. (Sometimes called constant cause or chance cause.)  Special cause – produced by unexpected, definable sources. 21  Quality Improvement Tools – PROD1252 Chapter 1: Quality Basics 22  Quality Improvement Tools – PROD1252 Chapter 1: Quality Basics Specifications: Specifications state product or service characteristics in terms of a desired target value or dimension. 23  Quality Improvement Tools – PROD1252 Chapter 1: Quality Basics Specifications: Specifications state product or service characteristics in terms of a desired target value or dimension. 24  Quality Improvement Tools – PROD1252 Chapter 1: Quality Basics Tolerance Limits: Tolerance limits show the permissible changes in the dimension of a quality characteristic. 25  Quality Improvement Tools – PROD1252 Chapter 1: Quality Basics The Evolution of Quality 26  Quality Improvement Tools – PROD1252 Chapter 1: Quality Basics The Evolution of Quality Inspection refers to those activities designed to detect or find non-conformances existing in already completed products or services. 27  Quality Improvement Tools – PROD1252 Chapter 1: Quality Basics The Evolution of Quality Quality Control refers to the use of specifications and inspection of completed parts, subassemblies, and products to design, produce, review, sustain, and improve the quality of a product or service. 28  Quality Improvement Tools – PROD1252 Chapter 1: Quality Basics The Evolution of Quality Statistical Quality Control involves collecting statistical data, analyzing it, and interpreting it to solve problems. 29  Quality Improvement Tools – PROD1252 Chapter 1: Quality Basics The Evolution of Quality Statistical Process Control prevents defects by applying statistical methods to control the processes making products or providing services. 30  Quality Improvement Tools – PROD1252 Chapter 1: Quality Basics The Evolution of Quality Total Quality Management is a management approach that places emphasis on continuous process and system improvement as a means of achieving customer satisfaction to ensure long- term company success. 31  Quality Improvement Tools – PROD1252 Chapter 1: Quality Basics The Evolution of Quality Continuous Improvement focuses on improving processes in order to enable companies to give customers what they want the first time, every time. 32  Quality Improvement Tools – PROD1252 Chapter 1: Quality Basics The Evolution of Quality Six Sigma utilizes all the previous learnings and tools to promote continuous improvement through DMAIC (Define-Measure-Analyze-Improve- Control). 33  Quality Improvement Tools – PROD1252 Chapter 1: Quality Basics The Evolution of Quality Innovative Organizations are flexible and adaptable organizations that achieve operational excellence by partnering with stakeholders and developing innovative strategies that meet market goals. 34  Quality Improvement Tools – PROD1252 Chapter 1: Quality Basics Quality Standards and Methodologies ISO 9000, TS 16949, etc. Six Sigma Covered in Chapter 3 35  Quality Improvement Tools – PROD1252 Homework Read chapter 1 Questions: Chapter 1 – 2, 3, 5, 7, 11 36