1. BMM4733_Quality Engineering Quality Engineering Chapter 1 Introduction to Quality Mohamad Zairi bin Baharom Faculty of Mechanical Engineering Universiti Malaysia Pahang Mohamad Zairi bin Baharom Faculty of Mechanical Engineering Universiti Malaysia Pahang

2. Learning Objectives When you have completed this chapter you should be able to:  Define quality, quality control, statistical quality control, and total quality management.  Know the history of quality.  Understand the responsibilities of the functional areas and the CEO.  Know the quality functions served by the computer.

3. Definitions of Quality What is Quality?  Degree of excellence, or general excellence (…has quality)  Attribute or faculty (…Has many good qualities)  Relative nature, character, or property  Quality is conformance to requirements or specifications (Crosby 1979)  Fitness for use (Juran 1988)  Degree to which a set of inherent characteristics fulfills requirements (ISO 9000-2000)

4. Dimensions of Quality  Transcendent definition: excellence  Product-based definition: quantities of product attributes  User-based definition: fitness for intended use  Value-based definition: quality vs. price  Manufacturing-based definition: conformance to specifications

5. DIMENSIONMEANING PerformancePrimary product characteristics FeaturesSecondary characteristic ConformanceMeeting specifications or industry standards ReliabilityConsistency of performance over time DurabilityUseful life ServiceResolution of problems and complaints ResponseHuman-to-human interface AestheticsSensory characteristics ReputationPast performance and other intangibles The Dimensions of Quality

6. Historical Review of Quality  Skilled craftsmanship during Middle Ages  Industrial Revolution: rise of inspection and separate quality departments  Statistical methods at Bell System (1924)  The American Society for Quality (1946)  Deming (1950)  Juran (1954  First Quality Control Circles (1960)  1980s  TQM  Statistical Process Control, SPC  Malcolm Baldrige National Quality Award  Taguchi  ISO (1990)  Via Internet (2000)

7. Responsibility for Quality Customer Service Packaging and Storage Inspection and Test ProductionProcessDesign Procurement DesignEngineering Marketing QualityProductOrService

8. Responsibility for Quality Marketing  Help to evaluate the level of product quality that a customer wants, needs.. Design Engineering  Translate the customer’s requirements into operating characteristics, exact specifications, and appropriate tolerances Procurement  Responsible for procuring quality materials and components

9. Responsibility for Quality Process Design  Develops processes and procedures  that will produce a quality product/service Production  Produce quality products and services Inspection and Test  Appraise the quality of purchased and manufactured items and to report the results

10. Responsibility for Quality Packaging and Storage  Preserve and protect the quality of the product Service  Fully realizing the intended function of the product during its expected life

11. Chief Executive Officer The highest-ranking executive officer within a company or corporation, who has responsibility for overall management of its day- to-day affairs under the supervision of the board of directors  Ultimate responsibility for quality  35% of the time is spent on quality  Quality performances

12. Computers & Quality Control Benefits:  Information is stored in the computer and transmitted efficiently to remote terminals  Information is provided to employee at the same time the work assignment is given  Ability to quickly update or change the information  The probability of fewer errors  Powerful tool to help in the improvement of quality  The use of computers in quality is as effective as the people who create the total system

13. Computers & Quality Control Quality functions needs:  Data collection  Data analysis and reporting  Statistical analysis  Process control  Test and inspection  System design

14. Computers & Quality Control Data collection:  The decision as to how much data to collect and analyze is based on the reports to be issued, the processes to be controlled, the records to be retained, and the nature of the quality improvement program  Computers are well suited for the collection of data  Faster data transmission, fewer errors, and lower collection costs can be achieved  Multiple sources of data can be used  Identifiers are necessary for data analysis, report preparation, and record traceability

15. Computers & Quality Control Data analysis and reporting:  Quality info is stored in the computer for retrieval at a future time, analyzed, reduced, and disseminated in the form of a report  The analysis, reduction, and reporting are programmed to occur automatically in the system  Data can be easily summarized  Data can be analyzed as they are being accumulated and corrective actions are taken in real time  Analysis of data using tools such as: Pareto, Histogram, Software programs (Excel), Charts are made easier

16. Computers & Quality Control Statistical analysis:  Use of Statistical packages  The quality engineer can specify a particular sequence of statistical calculation to use for a given set of conditions  Time is saved and the calculations are error- free  Benefits:  No more time-consuming manual calculations  One-time problem  Process control

17. Computers & Quality Control Process control:  Computer programs control the sequence of events performed during a process cycle  Keep the measurement and control of critical variables on target with minimum variation and within acceptable control limits  Computer numerically controlled (CNC) machines, robots, and automatic storage and retrieval systems (ASRS) Benefits: Constant product quality More uniform startup and shutdown High productivity (less employees) Safer operation for personnel & equipment

18. Computers & Quality Control Test and Inspection:  Automated test systems can be programmed to perform a complete quality audit of a product  Disadvantage: High cost of the equipment  Advantages:  Improve test quality  Lower operating cost  Better report preparation  Improve precision  Automatic calibration  Malfunction diagnostics

19. Computers & Quality Control System Design:  The integration of the diverse quality function with other activities requires an extremely sophisticated system design  Expert systems are computer programs that capture the knowledge of experts as a set of rules and relationships used for such applications as problem diagnosis

20. Quality Issue (Iphone 5) When the new iPhone 5 started landing in people’s hands last month, it didn’t take long before forums started to fill with comments from disgruntled customers complaining that their handset was delivered with scuffs and scratches on its anodized aluminum back. A shortage of iPhone 5 components is also proving to be a problem for the Cupertino company, contributing to manufacturing challenges. As a result, RBC Capital Markets analysts have reevaluated their iPhone 5 sales forecast for the December quarter, cutting it to 49 million units from 57 million. Worries about supply appear to have been a contributory factor in Apple’s falling share price, with $60 billion wiped off the company’s market value since the handset’s launch. On Tuesday shares closed at $635.85, significantly down from the record $700+ value they reached only a couple of weeks ago. Sales drop Saahare les drop