Chapter 11

Quality Control

THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM 1

 Quality Control (QC)
• Control – the activity of ensuring
conformance to requirements and
taking corrective action when
necessary to correct problems
• Importance
– Daily management of processes
– Prerequisite to longer-term improvements

THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM 2

 Designing the QC System
• Quality Policy and Quality Manual
– Contract management, design control and
purchasing
– Process control, inspection and testing
– Corrective action and continual improvement
– Controlling inspection, measuring and test
equipment (metrology, measurement system
analysis and calibration)
– Records, documentation and audits

THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM 3

 Inspection/Testing Points
• Receiving inspection
• In-process inspection
• Final inspection

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 Receiving Inspection
• Spot check procedures
• 100 percent inspection
• Acceptance sampling

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 Acceptance Sampling
Lot received for inspection

Sample selected and analyzed

Results compared with acceptance criteria

Accept the lot Reject the lot

Send to production Decide on disposition

or to customer
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM 6
 Pros and Cons
of Acceptance Sampling
• Arguments for: • Arguments against:
– Provides an assessment – Does not make sense
of risk for stable processes
– Inexpensive and suited – Only detects poor
for destructive testing
quality; does not help
– Requires less time than to prevent it
other approaches
– Requires less handling – Is non-value-added
– Reduces inspector – Does not help suppliers
fatigue improve

THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM 7

 In-Process Inspection
• What to inspect?
– Key quality characteristics that are related to
cost or quality (customer requirements)
• Where to inspect?
– Key processes, especially high-cost and value-
added
• How much to inspect?
– All, nothing, or a sample

THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM 8

 Economic Model
C1 = cost of inspection and removal of
nonconforming item
C2 = cost of repair
p = true fraction nonconforming

Breakeven Analysis: p*C2 = C1

If p > C1 / C2 , use 100% inspection

If p < C1 / C2 , do nothing
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM 9
 Human Factors in Inspection
• complexity
• defect rate
• repeated inspections
• inspection rate
Inspection should never be a means of assuring
quality. The purpose of inspection should be to gather
information to understand and improve the processes
that produce products and services.
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM 10
 Gauges and
Measuring Instruments
• Variable gauges
• Fixed gauges
• Coordinate measuring machine
• Vision systems

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 Examples of Gauges

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 Metrology - Science of
Measurement
• Accuracy - closeness of agreement between
an observed value and a standard
• Precision - closeness of agreement between
randomly selected individual measurements

THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM 13

 Repeatability and Reproducibility
• Repeatability (equipment variation) –
variation in multiple measurements by
an individual using the same
instrument.
• Reproducibility (operator variation) -
variation in the same measuring
instrument used by different
individuals
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM 14
 Repeatability and
Reproducibility Studies
• Quantify and evaluate the capability of a
measurement system
– Select m operators and n parts
– Calibrate the measuring instrument
– Randomly measure each part by each operator
for r trials
– Compute key statistics to quantify repeatability
and reproducibility

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THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM 16
 R&R Evaluation
• Under 10% error - OK
• 10-30% error - may be OK
• over 30% error - unacceptable

THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM 17

 Calibration
• Calibration - comparing a
measurement device or system to one
having a known relationship to
national standards
• Traceability to national standards
maintained by NIST, National Institute
of Standards and Technology
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM 18
 Example of QC: HACCP System
1. Hazard analysis
2. Critical control points
3. Preventive measures with critical limits for each
control point
4. Procedures to monitor the critical control points
5. Corrective actions when critical limits are not met
6. Verification procedures
7. Effective record keeping and documentation

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 Quality Control in Services
• Identify important quality
characteristics
– Time, errors, behavior
• Measure and collect data using check
sheets, check lists, or other means
• Take corrective action

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