TOTAL QUALITY

MANAGEMENT
(Continuous Quality
Improvement)

QUALITY PLANNING
Who is customer?
What do they need?

QUALITY CONTROL
Evaluate, compare, act

QUALITY
IMPROVEMENT
Establish infrastructure

Who is customer?
What Level of Quality do they need?
Are they purchasing to Some Quality Specification?
Any Safety Considerations?
Future Litigation?
Ethical Issues?

QUALITY PLANNING
Who is customer?
What do they need?

QUALITY CONTROL
Evaluate, compare, act

QUALITY
IMPROVEMENT
Establish infrastructure

QUALITY CONTROL
Inspection

Destructive

Non-destructive

Sampling
Process Control

Monitoring Process (relates to inspection)

Feedback Control

Statistical Process Control (knowing when the process is

out of control)
Correction

Knowing what to correct when process is out of control

Cost of Quality Before & After

Improvement
80
70
60
50
40
30
20
10
0
1

10 11 12 13 14 15 16 17 18 19 20 21 22

Time

Series
1

Tools for Quality

Control
Check Sheets
Pareto Charts
Why-Why Diagrams
Cause & Effect Diagrams
Flowcharts
Histograms
Scatter Diagram
Control Charts

Problem
Solving
Steps
Plan
Do
Study
Act

Link these
Two in
Quality
Circle

CHECK SHEETS
Used to keep a record
of the number and type
of discontinuities over a
specified period of time
or within a certain
batch of product.

PARETO CHART
A graphical representation ranking
discontinuities from the most to
least significant. Used to help
brainstorm what discontinuities, if
worked upon first, would be the
most likely to produce the greatest
improvement in quality.

Class Example
Our manufacturing procedure is composed of several steps. Several of these
procedures have lead to discontinuities noticed upon inspection. The steps causing
defectives are as follows:

Caulking
198 defectives

Fitting
25 defectives

Connections
103 defectives

Torque
18 defectives

Gapping
72 defective
A Pareto Diagram will be developed.

WHY-WHY DIAGRAMS
A systematic representation of causes of why some occurrence
happens. Used to guide brainstorming sessions.

FLOW CHARTS
Flow charts are graphical representations of the steps involved
in a process. Constructing a flow chart helps give a better
understanding of the systems involved.
Process

Data

Decision

Yes

Process

Terminator

No

Process
Control
transfer

CAUSE AND EFFECT DIAGRAMS (Fishbone Diagram)

Used in brainstorming session to help identify the causes of quality
losses. This diagram is particularly useful after the flow chart and
the Pareto diagrams have been developed.

Cause

QUALITY
(Effect)

Step 1:Decide on the quality characteristic {e.g. Reduction of

wobble during machine rotation}
Step 2:Set up the fish bone backbone
Step 3:Identify main factors causing effect {e.g. Workers,
Materials, Inspection, Tools}
Step 4: Add Cause to each branch

Benefits of Cause and Effect Diagram

Making diagram is educational in itself

Outline relationship

Note what samples need to be taken

Guide for discussion

Causes are actively sought and results written on diagram

Appropriate data collected - no time wasted

Shows level of technology

Problem
Solving
Steps
Plan
Do
Study
Act

Link these
Two in
Quality
Circle

CONTROL CHARTS

Used to test if the process is in control

Used to see if significant changes have occurred in the

process over time
Indiscreet or
Continuous Data
Chart or X-R Chart
Measurement at time intervals
Measurements compared control over time.
Examples:
Length (mm) Volume (cc)
Weight (gm) Power (kwh)
Time (sec)
Pressure (psi)
Voltage (v)

Discrete Data Charts or

pn-p charts
Inspection on lot or batch
Note # good/defective
# of parts inspected in the lot = n
Fraction of defective in lot = p
Number of defectives = pn

X - R CHART CONSTRUCTION
Class Example
In the manufacturing process for this example parts are being
machined with a nominal diameter of 13 mm. Samples are
taken at the following times of day: 6:00, 10:00, 14:00, 18:00
and 22:00, for 25 consecutive days. The diameter
measurements from these samples are presented on the table in
the next slide.

Step 1: Collect Data

Step 2: Sort data into subgroups (i.e. lots, order #, days, etc.)
n = size of the subgroup {in this example 5 times per day)
k = number of subgroups {in this example 25 days}
Step 3: Find the mean for each subgroup ( X )
X=

X1 X 2 X 3 ..... X n
n

Step 4: Find Range for each subgroup ( R )

R = X largest value - X smallest value

Step 5: Find Overall Mean ( X )

X 1 X 2 X 3 ... X k
k
R R2 R3 ... Rk
Step 6: Find average value of range ( R )
R = 1
k
Step 7: Complete control limits using attached table
X =

For X Control Chart

Central Line - CL = X
Upper Control Limit - UCL = X +A2 R
Lower Control Limit - LCR = X - A2 R
For R Control Chart
Central Line - CL = R
Upper Control Limit - UCL = D4 R
Lower Control Limit - LCR = D3 R

Step 8:Plot Chart

P CONTROL CHART CONSTRUCTION

Class Example
An inspector at the end of the manufacturing line for the
production of car wheel rims, at the end of each shift,
inspects the lot of wheel rims made during that shift. On
good days when the welder is running properly, over 400
wheels are made per batch. On poor days, as low as 50 to 60
wheels are made per batch. The inspector marks on his/her
check sheet for each batch the total number of wheels
inspected and the number of defects returned for rework in
each lot.

Step 1: Collect Data

Step 2: Divide data into subgroups (usually days or lot). Subgroup size should be
greater than 50 units.
n = number in each subgroup
pn = number of defects in each subgroup
Step 3: Compute fraction of defectives (for %, multiply by 100)
p = pn/n
Step 4: Find the Average Fraction of Defectives ( p )
( total )defectives
=
p =
( total )inspected

pn
n

Step 5: Compute the Control Limits for each Lot

Central Line CL = p
Upper Control Limit UCL = p + 3

p(1 p )
n

Lower Control Limit LCR = p - 3

p(1 p )
n

Step 6:Draw P Control Chart

PN CONTROL CHART CONSTRUCTION

Class Example
On an assembly line of windshield wiper motors, the inspector selects
randomly 100 motors per hour to examine. The inspector notes on the
check sheet the number of defective motors in each 100 selected.

Step 1: Collect Data (lot size set constant)

Step 2: Calculate Values

p =

pn
n

CL = p n
UCL = p n + 3 pn(1 p )
LCL = p n - 3 pn(1 p )
Step 3: Plot Chart

QUALITY PLANNING
Who is customer?
What do they need?

ISO
9000

QUALITY CONTROL
Evaluate, compare, act

QUALITY
IMPROVEMENT
Establish infrastructure