newgom3qualitymanagement.pptx

product attributes
• User-based definition: fitness for intended
use
• Value-based definition: quality vs. price • Manufacturing-based definition:
conformance to specifications
planning
Costs of Quality ( 2 of 4)
• Appraisal
– costs involved in the direct appraisal of quality both in the plant and in the field
Examples: • Testing • Inspection • Quality audits • Checking labor • Outside endorsements • Field testing
Process
Final testing
Customer
When defect is detected
Tools for Quality Improvement
Example: Wellington Fiber Board Co.
Checklists
Headliner Defects
Defect type
Costs of Quality ( 4 of 4)
• External Failure
– costs associated with the failure of a product or service in the field
Examples: • Complaints and loss of customer good will • Warranty costs • Field maintenance and product service • Replacement inventories • Strained distributor relations
0
Tools for Quality Improvement
Example: Wellington Fiber Board Co.
Cause-and-Effect Diagram
People
Materials
Training
Out of specification
Absenteeism
Not available
Tools for Quality Improvement
Example: Wellington Fiber Board Co.
Pareto Chart
50
100
Number of defects Cumulative percentage
40 C
80
30
60
20
40
D
10
A
B 20
0
Defect type
Costs of Detecting Defects
Cost of detection (dollars)
Process
Final testing
Customer
When defect is detected
Costs of Detecting Defects
Cost of detection (dollars)
Communication
Humidity
Machine maintenance
Schedule changes Machine speed
Other
Wrong setup
Process
Broken fiber board
Tools for Quality Improvement
Example: Wellington Fiber Board Co.
Deming Plan Wheel源自ActDoCheck
Costs of Quality ( 1 of 4)
• Prevention
– costs associated with design and planning of a quality control program
Examples: • Quality measurement and control equipment • Qualification of material • Quality training • Quality control administration and systems
Tally
A. Tears in fabric
////
B. Discolored fabric ///
C. Broken fiber board D. Ragged edges
//// //// //// //// //// //// //// / //// //
Total
Total 4 3
36 7 50
Bar Chart 20
Number of defects
15
10
5
0
First
Second Shift
Third
Scatter Diagram
Defects
12 10
8 6 4 2 0
0
10
20
Hours of Training
30
15
Control Charts
Costs of Quality ( 3 of 4)
• Internal Failure
– costs directly related to the occurrence of defective production within the plant
Examples: • Scrap and rework, fault of vendor • Material review activity • Repair and troubleshooting • Quality control investigations ( of failures)
GOM3
Quality Management
TQM Wheel
Customer satisfaction
Definitions of Quality
• Transcendent definition: excellence • Product-based definition: quantities of