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1 Chapter 12 Managing Production Operations. 2 Advanced Organizer Decision Making Planning Organizing Leading Controlling Management Functions Research.

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Presentation on theme: "1 Chapter 12 Managing Production Operations. 2 Advanced Organizer Decision Making Planning Organizing Leading Controlling Management Functions Research."— Presentation transcript:

1 1 Chapter 12 Managing Production Operations

2 2 Advanced Organizer Decision Making Planning Organizing Leading Controlling Management Functions Research Design Production Quality Marketing Project Management Managing Technology Time Management Ethics Career Personal Technology Managing Engineering and Technology

3 3 Chapter Objectives Explain and be able to use the statistics of quality Describe the quality revolution Recognize the methods of work measurement

4 4 What Is Quality? The degree of excellence of a thing (Websters Dictionary) The totality of features and characteristics that satisfy needs ( ASQC) Fitness for use

5 5 Definitions of Quality Fitness for use, or customer satisfaction Quality of design Quality of conformance ( or Quality of production)

6 6 The Meaning of Quality Producers Perspective Consumers Perspective Fitness for Consumer Use Quality of Design Quality Char. Price Production Marketing Quality of Conformance Conformance to Spec. Cost

7 7 Quality Of Conformance Ensuring product or service produced according to design Depends on –design of production process –performance of machinery –materials –training

8 8 Dimensions of Product Quality 1. Performance -- basic operating characteristics 2. Features --extra items added to basic features 3. Reliability -- probability product will operate over time 4. Conformance --meeting pre-established standards 5. Durability -- life span before replacement 6. Serviceability -- ease of getting repairs, speed & competence of repairs 7. Aesthetics -- look, feel, sound, smell or taste 8. Safety --freedom from injury or harm 9. Other perceptions--subjective perceptions based on brand name, advertising, etc

9 9 Service Quality 1. Time & Timeliness -- customer waiting time, completed on time 2. Completeness -- customer gets all they asked for 3. Courtesy -- treatment by employees 4. Consistency -- same level of service for all customers 5. Accessibility & Convenience -- ease of obtaining service 6. Accuracy -- performed right every time 7. Responsiveness -- reactions to unusual situations

10 10 The Cost of Quality Cost of Achieving Good Quality –Prevention costs Quality planning costs Product design costs Process costs Training costs Information costs –Appraisal costs Inspection and testing Test equipment costs Operator costs Cost of Poor Quality –Internal failure costs Scrap costs Rework costs Process failure costs (Diagnostic) Process downtime costs Price-downgrading costs –External failure costs Customer complaint costs Product return costs Warranty claims costs Product liability costs Lost sales costs

11 11 Increasing Quality $ Failure Cost Appraisal Cost Total Quality Cost Quality Improvement and Quality Cost Prevention Cost

12 12 Quality Control Approaches Statistical process control (SPC) – Monitors production process to prevent poor quality Acceptance sampling –Inspects random sample of product to determine if a lot is acceptable

13 13 Statistical Process Control Take periodic samples from process Plot sample points on control chart Determine if process is within limits Prevent quality problems

14 14 Variation Common Causes –Variation inherent in a process –Can be eliminated only through improvements in the system Special Causes –Variation due to identifiable factors –Can be modified through operator or management action

15 15 Probability Distribution Central tendency –Mean, Mode, Median Dispersion –Std. deviation, Variance Frequency function –Normal, Binomial, Poisson

16 16 Types Of Data Attribute data –Product characteristic evaluated with a discrete choice Good/bad, yes/no Variable data –Product characteristic that can be measured Length, size, weight, height, time, velocity

17 17 SPC Applied To Services Nature of defect is different in services Service defect is a failure to meet customer requirements Monitor times, customer satisfaction

18 18 Service Quality Examples Hospitals –Timeliness, responsiveness, accuracy Grocery Stores –Check-out time, stocking, cleanliness Airlines –Luggage handling, waiting times, courtesy Fast food restaurants –Waiting times, food quality, cleanliness

19 19 Control Charts Commonly based on 3 Sample mean: x-bar-charts Sample range: R-charts Sample std. deviation: s-charts Fraction defective: p-charts Number of defects: c-charts

20 20 The Normal Distribution = % 99.73% -2 -3

21 21 Z Values in Control Charts Smaller Z values make more sensitive charts (Type I error) Z = 3.00 is standard Compromise between sensitivity and Type II errors

22 22 Process Control Chart Sample number Upper control limit Central Line Lower control limit

23 23 Interpretation of Control Charts No evidence of out-of-control, if No sample points outside limits Most points near process average About equal number of points above & below centerline Points appear randomly distributed

24 24 Development of Control Charts 1.Based on in-control data 2.If non-random causes present, discard data 3.Correct control chart limits

25 25 Control Charts For Attributes p Charts –Calculate percent defectives in sample c Charts –Count number of defects in item

26 26 p-Chart

27 27 p-Chart Example 20 samples of 100 pairs of jeans Sample ## Defects Proportion Defective …

28 28 p-Chart Calculations

29 29 Example p-Chart Sample number Proportion defective

30 30 c-Chart

31 31 c-Chart Example Count # of defects in 15 rolls of denim fabric Sample ## Defects ….… 15 Total190

32 32 c-Chart Calculations

33 33 Example c-Chart Sample number Number of defects

34 34 Control Charts for Variables Mean chart (X-Bar Chart) – Monitors central tendency Dispersion chart – R-Chart – s-Chart – Monitors amount of variation

35 35 Range (R) Chart

36 36 R-Chart Example Slip-ring diameter (cm) (sample size =5) :::::::: RObs. 5Obs. 4Obs. 3Obs. 2Obs. 1Sample

37 37 3 Control Chart Factors Sample size-chartR-chart nA 2 D 3 D

38 38 R-Chart Calculations

39 39 Example R-Chart Sample Range

40 40 X-bar Chart Calculations

41 41 Example X-bar Chart Sample X-bar

42 42 Using X-bar and R-Charts Together Each measures process differently Process average and variability must be in control

43 43 Indications of Process out of Control Sample data fall outside control limits Theory of runs –2 out of 3 beyond the warning limits –4 out of 5 beyond the 1 limits –8 consecutive on one side Patterns

44 44 Zones For Pattern Tests Zone C Zone A Zone B UCL LCL CL

45 45 Control Chart Patterns 8 consecutive points on one side of the center line. 8 consecutive points up or down across zones. 14 points alternating up or down. 2 out of 3 consecutive points in zone A but still inside the control limits. 4 out of 5 consecutive points in zone A or B.

46 46 LCL UCL LCL Sample observations consistently below the center line Sample observations consistently above the center line Control Chart Patterns

47 47 Control Chart Patterns LCL UCL LCL UCL Sample observations consistently increasing Sample observations consistently decreasing

48 48 Inspection & Sampling 100% inspection –only with automated inspection Sampling inspection –Single sampling –Double sampling –Multiple sampling

49 49 Acceptance Sampling Accept/reject entire lot based on sample results Measures quality in percent defective Not consistent with TQM of Zero Defects Not suitable for JIT

50 50 Sampling Plan Guidelines for accepting lot Single sampling plan N = lot size n = sample size (random) c = acceptance number d = number of defective items in sample If d <= c, accept lot; else reject

51 51 Producers & Consumers Risk TYPE I ERROR = Prob(reject good lot) or producers risk –5% is common TYPE II ERROR = Prob(accept bad lot) or consumers risk –10% is typical value

52 52 Quality Definitions in Acceptance Sampling Acceptance quality level (AQL) –Acceptable fraction defective in a lot Lot tolerance percent defective (LTPD) –Maximum fraction defective accepted in a lot

53 53 Operating Characteristic (OC) Curve Shows probability of lot acceptance Based on –sampling plan –quality level of lot Indicates discriminating power of plan

54 54 Operating Characteristic Curve AQLLTPD Probability of acceptance, P a = 0.10 { = 0.05 { Proportion defective OC curve for n and c

55 55 Ideal OC Curve AQL Probability of acceptance, P a Proportion defective

56 56 Average Outgoing Quality (AOQ) Expected number of defective items passed to customer Average outgoing quality limit (AOQL) is the maximum point on AOQ curve

57 57 AOQ Curve Average Outgoing Quality (Incoming) Percent Defective AQL LTPD AOQL

58 58 Double Sampling Plans Take small initial sample –If # defective < lower limit, accept –If # defective > upper limit, reject –If # defective between limits, take second sample Accept or reject based on 2 samples Less costly than single-sampling plans

59 59 Multiple (Sequential) Sampling Uses smaller sample sizes Take initial sample –If # defective < lower limit, accept –If # defective > upper limit, reject –If # defective between limits, resample Continue sampling until accept or reject lot based on all sample data

60 60 Choosing a Sampling Plan An economic decision Single sampling plans –high sampling costs, low administration Double/Multiple sampling plans –low sampling costs, high administration

61 61 Taguchi Methods LSL USL m LSL USL m LSL USL m LSL USL m LSL USL m LSL USL m LSL USL m

62 62 Taguchi Methods Deviation from ideal value => loss of society L = k (y – T) 2 Use ANOVA to identify the sources of variation Loss y T USL LSL

63 63 Total Quality Management Evolution of Total Quality Management –W. Edwards Deming –Joseph M. Juran –Philip Crosby –Armand V. Feigenbaum TQM and Continuous Process Improvement Principles of Total Quality Management TQM Throughout the Organization

64 64 Deming's 14 points 1.Create a constancy of purpose toward product improvement to achieve long-term organizational goals. 2.Adopt a philosophy of preventing poor-quality products instead of acceptable levels of poor quality as necessary to compete internationally. 3.Eliminate the need for inspection to achieve quality by relying instead on statistical quality control to improve product and process design. 4.Select a few suppliers or vendors based on quality commitment rather than competitive prices.

65 65 Deming's 14 points 5.Constantly improve the production process by focusing on the two primary sources of quality problems, the system and workers, thus increasing productivity and reducing costs. 6.Institute worker training that focuses on the prevention of quality problems and the use of statistical quality control techniques. 7.Instill leadership among supervisors to help workers perform better. 8.Encourage employee involvement by eliminating the fear of reprisal for asking questions or identifying quality problems.

66 66 Deming's 14 points 9.Eliminate barriers between departments, and promote cooperation and a team approach for working together. 10.Eliminate slogans and numerical targets that urge workers to achieve higher performance levels without first showing them how to do it. 11.Eliminate numerical quotas that employees attempt to meet at any cost without regard for quality.

67 67 Deming's 14 points 12.Enhance worker pride, artisanry and self-esteem by improving supervision and the production process so that workers can perform to their capabilities. 13.Institute vigorous education and training programs in methods of quality improvement throughout the organization, from top management down, so that continuous improvement can occur. 14.Develop a commitment from top management to implement the previous thirteen points.

68 68 Deming Wheel (PDCA Cycle) 1. Plan Identify the problem & develop the plan for improvement 2. Do Implement the plan on a test basis 3. Check/Study Assess the plan: Is it working? 4. Act Institute the improvement: continue the cycle

69 69 Total Quality Management 1. Customer defined quality 2. Top management leadership 3. Quality as a strategic issue 4. All employees responsible for quality 5. Continuous improvement 6. Shared problem solving 7. Statistical quality control 8. Training & education for all employees

70 70 TQM Throughout The Organization Marketing, sales, R&D Engineering Purchasing Personnel Management Packing, storing, shipping Customer service

71 71 Strategic Implications Of TQM Quality is key to effective strategy Clear strategic goal, vision, mission High quality goals Operational plans & policies Feedback mechanism Strong leadership

72 72 TQM In Service Companies Inputs similar to manufacturing Processes & outputs are different Services tend to be labor intensive Quality measurement is harder Timeliness is important measure TQM principles apply to services

73 73 Quality And Productivity Productivity = Output produced per unit of resources = output / input Fewer defects increase output Quality improvement reduces inputs

74 74 Manufacturing Productivity Rapid spread of manuf. capabilities => intense competition on a global scale. Advanced manuf. Tech. => changes both products & processes Changes in traditional management & labor practices, organizational structures, & decision making criteria.

75 75 Work Measurement Fair days work concept –The amount of work that can be produced by a qualified operator working at a normal pace and effectively using his/her time when the work is not restricted by process limitations. Time Standard –The time required for a qualified employee working at a normal pace under capable supervision experiencing normal fatigue and delay to do a defined amount of work of specified quality when following the prescribed method.

76 76 –Estimating costs –Estimating equipment needs –Scheduling –Line Balancing –Capacity Analysis –Evaluating automation costs –Planning staffing level –Methods comparison –Pricing –Revealing production problems –Evaluating employees –Setting piece rates –Compliance with contractual requirements Uses of Time Standards

77 77 Work Measurement Informal Time Standards –Estimates and educated guesses –Historical Data –Time of one whole cycle –Work Sampling Observe an operation to determine frequencies of work components Measure actual output Determine performance standard

78 78 Work Measurement Engineered Time Standards –Basic Time-Study Method Define work cycle Take time measurements Apply rating & allowance –Methods-time Measurement (MTM)

79 79 Work Measurement Criticism: –Direct labor only –Productivity, not quality

80 80 Maintenance Types of Maintenance Corrective maintenance Preventive maintenance Predictive maintenance –preventive maintenance that use sensitive instruments to predict trouble

81 81 Total Productive Maintenance (TPM) 1. Promotes the overall effectiveness and efficiency of equipment in the factory. 2.Establishes a complete preventive maintenance program for factory equipment based on life-cycle criteria. 3. Team" basis involving various departments to include engineering, production operations, and maintenance. 4. Involves every employee in the company, from the top management to the workers on the shop floor. Even equipment operators are responsible for maintenance of the equipment they operate. 5. Based on the promotion of preventive maintenance through "motivational management"

82 82 Human Resources Management Recruiting & employment Equal Employment Opportunity Industrial relations Compensation Education & training Employee benefits

83 83 Safety Engineer Identify & analyze hazards Recommend protective devices & warning signs Provide safety training Interpret OSHA (Occupational Safety & Health Act) codes Involve in workers compensation insurance activities

84 84 Purchasing Engineer Recognition of need Description of requirement Selection of possible source of supply Determination of price & availability Placement of the order Follow-up and expediting of the order Verification of the invoice Processing of discrepancies & rejections Closing of completed orders Maintenance of records & files

85 85 Packaging Engineering Material & form Specification Machinery Methods of unitizing secondary tertiary packaging Delivery system

86 86 Materials Management Purchasing Inventory Control Traffic & Transportation Receiving –Warehousing –Production control

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