SMU EMIS 7364

1. SMU EMIS 7364 NTU TO-570-N Statistical Quality Control Dr. Jerrell T. Stracener, SAE Fellow Basic Concepts updated 1.14.04

2. Statistical Quality Control - Basic Concepts • Introduction and basic concepts • Statistical analysis of process capability • Statistical process control • Process design and improvement • Sampling

3. Statistical Quality Control - Basic Concepts I will explain the role of quality throughout the product life cycle (engineering and design, manufacturing/production and support) to: increase the relevance of techniques and methods increase your ability to apply techniques and methods

4. Statistical Quality Control - Basic Concepts The concepts, techniques and methods are covered in this course are applicable (with tailoring) to all products: hardware, software, service over the product life cycle

5. Statistical Quality Control - Basic Concepts • What is quality? • What are the features of quality? • How is quality measured? • How do we know the level of quality?

6. Statistical Quality Control - Basic Concepts This course is statistical quality control It is not a statistics course It is an application of statistical techniques to quality control

7. Statistical Quality Control - Basic Concepts Introduction and basic concepts Fundamental concepts of quality Dimensions of quality Quality metrics Total quality management Basic concepts of statistical quality control Quality improvement tools Six Sigma concepts

8. Statistical Quality Control - Basic Concepts Analysis of process capability Statistical process control Process improvement Acceptance sampling

9. Statistical Quality Control - Basic Concepts • Quality begins with customer requirements • Quality must be designed in. It cannot be inspected • in! • Quality depends on: • Parts selection and procurement • Material • Manufacturing/production processes • Logistic processes

10. Statistical Quality Control - Basic Concepts • 1990 • 1. Reliability • 2. Durability • 3. Easy maintenance • 4. Ease of use • 5. A known or trusted brand name • 6. Low price • 1985 • 1. A well known brand name • 2. Workmanship • 3. Low price

11. Statistical Quality Control - Basic Concepts • The glow and tingle factor • Which makes a customer choose one product • over another when their quality is equal

12. Dimensions of Quality • Performance - Will it do the intended job? • Reliability - How often does it fail? • Durability - How long does the product last? • Serviceability - How easy is it to repair the product? • Aesthetics - What does the product look like? • Features - What does the product do? • Perceived Quality - What is the reputation of the • company or its product? • Conformance to Standards - Is the product made • exactly as the designer intended?

13. The Level of Quality • The Goodness Level of 99% Equates to: • 20,000 lost articles of mail per hour • Unsafe drinking water almost 15 minutes per day • 5000 incorrect surgical operations per week • 2 short of long landings at most major airports • per day • 200,000 wrong drug prescriptions each year • No electricity for almost 7 hours per month

15. Statistical Quality Control - What is quality? • Quality is meeting the customer’s needs over the • life cycle of the product at the best value to the • customer • Quality has many dimensions • Reliability • Maintainability • Performance • Durability • Conformance (to requirements and • expectations)

16. Obstacles to Quality Improvement • Making it happen • - 99% agree that management is the problem • not the workers • - 35% of the problem is ‘not invented here’ • syndrome • getting their attention and education • resistance to change • - 15% gaining management commitment • - 14% communication • getting the word out within the company • Failure of management to understand ‘variation’

17. How TQM Works • Builds and sustains a culture committed to • continuous improvement • Focuses on satisfying service needs and expectations • Requires dedication, commitment, and participation • from top DoD leadership • Involves every individual in improving his/her own • processes • Creates teamwork and constructive working • relationships • Recognizes people as the most important resource • Employs the best available management practices, • and tools

18. TQM Principles • Continuous process improvement • - Implemented through a structured and • disciplined approval • - Emphasis is placed on preventing defects • Process knowledge • - Change is created by those who understand • the process • User focus • - Understand the needs of all users • Commitment • - Requires commitment at all levels, starting • at the top

19. True Impact of Product Variability • Loss function - dollar loss due to deviation of • product from ‘ideal’ characteristic • - dimension • - surface finish • - elasticity • - gain • - other

20. True Impact of Product Variability • Sources of loss • - scrap • - rework • - warranty obligations • - decline of reputation • - forfeiture of market share • Loss characteristic is continuous - not a step • function

21. Key Elements of VRP • Sources of loss • - scrap • - rework • - warranty obligations • - decline of reputation • - forfeiture of market share • Loss characteristic is continuous - not a step • function