1. Introduction to Statistical Quality Control, 4th Edition
Douglas C. Montgomery
Arizona State University
Introduction to Statistical Quality Control, 4th Edition

2. Quality Improvement in the Modern Business Environment
Chapter 1
Quality Improvement in the Modern Business Environment
Introduction to Statistical Quality Control, 4th Edition

3. 1-1. The Meaning of Quality and Quality Improvement
Dimensions of Quality
Quality Engineering Technology
Introduction to Statistical Quality Control, 4th Edition

4. 1-1.1 Dimensions of Quality
Aesthetics
Features
Perceived Quality
Conformance to standards
Performance
Reliability
Durability
Serviceability
Introduction to Statistical Quality Control, 4th Edition

5. 1-1.1 Dimensions of Quality
Definitions of Quality
Quality means fitness for use
- quality of design
- quality of conformance
Quality is inversely proportional to variability.
Introduction to Statistical Quality Control, 4th Edition

6. 1-1.1 Dimensions of Quality
Quality Improvement
Quality improvement is the reduction of variability in processes and products.
Alternatively, quality improvement is also seen as “waste reduction”.
Introduction to Statistical Quality Control, 4th Edition

7. 1-1.1 Dimensions of Quality – Transmission Example
Introduction to Statistical Quality Control, 4th Edition

8. 1-1.2 Quality Engineering Terminology
Quality Characteristics
Physical - length, weight, voltage, viscosity
Sensory - taste, appearance, color
Time Orientation - reliability, durability, serviceability
Introduction to Statistical Quality Control, 4th Edition

9. 1-1.2 Quality Engineering Terminology
Quality engineering is the set of operational, managerial, and engineering activities that a company uses to ensure that the quality characteristics of a product are at the nominal or required levels.
Introduction to Statistical Quality Control, 4th Edition

10. 1-1.2 Quality Engineering Terminology
Two types of data
Attributes Data - discrete data, often in the form of counts.
Variables Data - continuous measurements such as length, weight.
Introduction to Statistical Quality Control, 4th Edition

11. 1-1.2 Quality Engineering Terminology
Specifications
Quality characteristics being measured are often compared to standards or specifications.
Nominal or target value
Upper Specification Limit (USL)
Lower Specification Limit (LSL)
Introduction to Statistical Quality Control, 4th Edition

12. 1-1.2 Quality Engineering Terminology
When a component or product does not meet specifications, they are considered to be nonconforming.
A nonconforming product is considered defective if it has one or more defects.
Defects are nonconformities that may seriously affect the safe or effective use of the product.
Introduction to Statistical Quality Control, 4th Edition

13. 1-1.2 Quality Engineering Terminology
Concurrent Engineering
Team approach to design. Specialists from manufacturing, quality engineering, management, etc. work together for product or process improvement.
Introduction to Statistical Quality Control, 4th Edition

14. 1-2. A Brief History of Quality Control and Improvement
(Refer to Table 1-1)
Walter Shewhart (1924) introduced statistical control chart concepts.
The American Society for Quality Control formed in 1946 (now known as the American Society for Quality (ASQ)).
1950s and 1960s saw an increase in reliability engineering, experimental design, and statistical quality control
Introduction to Statistical Quality Control, 4th Edition

15. 1-2. A Brief History of Quality Control and Improvement
(Refer to Table 1-1)
Competition from foreign industries (Japan) increases during the 1970s and 1980s.
Statistical methods for quality improvement use increases in the United States during the 1980s
Total Quality Management (TQM) emerges during 1970s and into the 1980s as an important management tool to implement statistical methods.
Introduction to Statistical Quality Control, 4th Edition

16. 1-2. A Brief History of Quality Control and Improvement
Malcolm Baldridge National Quality Award is established in 1988.
ISO 9000 certification activities increase in U.S. industry in the 1990s.
Motorola’s Six-Sigma initiative begins in the 1990s.
Introduction to Statistical Quality Control, 4th Edition

17. 1-3. Statistical Methods for Quality Control and Improvement
Three major areas:
Statistical process control (SPC)
Design of experiments (DOX)
Acceptance sampling
Introduction to Statistical Quality Control, 4th Edition

18. 1-3. Statistical Methods for Quality Control and Improvement
Statistical Process
Control (SPC)
Control charts are used for process monitoring and variability reduction.
SPC is an on-line quality control tool.
Introduction to Statistical Quality Control, 4th Edition

19. 1-3. Statistical Methods for Quality Control and Improvement
Design of Experiments
Experimental design is an approach to systematically varying the controllable input factors in the process and determine the effect these factors have on the output responses.
Experimental designs are off-line quality tools.
Crucial for variability reduction.
Introduction to Statistical Quality Control, 4th Edition

20. 1-3. Statistical Methods for Quality Control and Improvement
Acceptance Sampling
Acceptance sampling is the inspection and classification of a sample of the product selected at random from a larger batch or lot and the ultimate decision about disposition of the lot.
Two types:
1. Outgoing inspection - follows production
2. Incoming inspection - before use in production
Introduction to Statistical Quality Control, 4th Edition

21. 1-4. Other Aspects of Quality Control and Improvement
Total Quality Management (TQM)
TQM is a managerial framework to accomplish quality improvement.
Other names and related approaches:
Company-Wide Quality Control (CWQC)
Total Quality Assurance (TQA)
Six-Sigma
Introduction to Statistical Quality Control, 4th Edition

22. 1-4. Other Aspects of Quality Control and Improvement
Quality Philosophy and Management
Strategies
The Link Between Quality and
Productivity
Quality Costs
Legal Aspects of Quality
Implementing Quality Improvement
Introduction to Statistical Quality Control, 4th Edition

23. 1-4.1 Quality Philosophy and Management Strategies
Three Important Leaders
W. Edwards Deming
- Emphasis on statistical methods in quality improvement (see Deming’s 14 points)
Joseph Juran
- Emphasis on managerial role in quality implementation
Armand V. Feigenbaum
- Emphasis on organizational structure
Introduction to Statistical Quality Control, 4th Edition

24. 1-4.1 Quality Philosophy and Management Strategies
Total Quality Management (TQM)
Quality Standards and Registration
ISO 9000
Six Sigma
Just-In-Time, Lean Manufacturing, Poka-Yoke, etc.
Introduction to Statistical Quality Control, 4th Edition

25. 1-4.2 The Link Between Quality and Productivity
Effective quality improvement can be instrumental in increasing productivity and reducing cost.
The cost of achieving quality improvements and increased productivity is often negligible.
Introduction to Statistical Quality Control, 4th Edition

26. Introduction to Statistical Quality Control, 4th Edition
1-4.3 Quality Costs
Quality Costs are those categories of costs that are associated with producing, identifying, avoiding, or repairing products that do not meet requirements. These costs are:
Prevention Costs
Appraisal Costs
Internal Failure Costs
External Failure Costs
Introduction to Statistical Quality Control, 4th Edition

27. 1-4.4 Legal Aspects of Quality
The re-emergence of quality assurance as an important business strategy is in part a result of
Consumerism
Product Liability
Introduction to Statistical Quality Control, 4th Edition

28. 1-4.5 Implementing Quality Improvement
Strategic Management of Quality
Almost all successful efforts have been management-driven.
Too much emphasis on registration and certification programs (ISO, QS)
Insufficient focus on quality planning and design, quality improvement, overemphasis on quality assurance
Poor use of available resources
Introduction to Statistical Quality Control, 4th Edition