Quality Assurance &

Reliability Engineering

QA & RE
CHEG 460

Lecture I & II
UOB Feb 2006

Khalid A Saleh
Quality Assurance & Reliability
Engineering
UOB

Feb 06

(c) Khalid Saleh 1

 Quality

• Oxford Dictionary
– The degree of excellence
• ISO 9000
– Degree to which a set of inherent characteristics fulfils
requirements.
• Crosby
– Conformance to specification
• Juran
– Fitness for use
• Japanese Industrial Standards (JIS)
– Totality of proper characteristics of performance which are
the objects of estimation to determine whether a product or
service satisfies the purpose of use or not.

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IMPORTANT QUALITY CHARACTERISTICS OF OUTPUT

1. Reliability 2. Durability
3. Safety 4. Timeliness
5. Accuracy of Facts 6. Responsiveness
7. Courtesy 8. Informative
9. Availability 10. Simple to Understand
11. Efficiency 12. Readiness to Assist
13. Integrity 14. Cleanliness
15. Reasonable Cost 16. Innovative
17. Flexibility 18. Practicality

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 QUALITY CONTROL

Quality Control (QC) refers to the operational activities put in

place to control the quality of a product or service. These include
such activities as providing clear decisions and directions, constant
supervision by experienced individuals, immediate review of
completed activities for accuracy and completeness, and documenting
all decisions, assumptions, and recommendations. Quality control
procedures should ensure that the work is done correctly the first
time. Essentially, QC is what the project manager does to confirm
that a QA activities are effective and provide feedback upon which
further development of the QA activities can be made.

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QUALITY ASSURANCE

Quality Assurance (QA) refers to the certainty that products and

services meet the requirements for quality. The objective of quality
assurance is the continual improvement of the total delivery process to
enhance quality, productivity, and customer satisfaction. Essentially,
quality assurance describes the process of enforcing quality control
standards. When quality assurance is well-implemented, progressive
improvement in terms of both reducing errors and omissions and
increasing product usability and performance should be noted. Quality
assurance should function as a "voice" for the customer, a reminder
that the work product is intended for use by a customer.

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 QA / QC

Quality Control refers to the specific activities taken to

confirm that the QA plan is effective.

Quality Assurance is a comprehensive written plan and

activities that documents the progress of a project design
for example from initial planning through final plans.

Quality Management System is………………………....

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QUALITY CONTROL PLAN

Quality Control Plan is a comprehensive, well-defined,

written set of procedures and activities aimed at delivering
products that meet or exceed a customer's expectations, as
expressed in contract documents and other published
sources. A quality control plan will identify the
organization or individuals responsible for quality control
and the specific procedures used to ensure delivery of a
quality product. A quality control plan will also detail the
method of accountability and documentation.

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 QUALITY CONTROL PLAN

Would you do
business with
this firm?

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What is Quality ? (1)

(1) Quality of Product vs. Quality of Process

(2) Quality vs. Cost / Delivery
(3) Forward-Looking Quality vs. Backward-
Looking Quality
(4) Natural Quality vs. Attractive Quality
(5) Initial Quality vs. Chronological Quality
(6) Quality of Planning, Quality of Design,
Quality of Production (Conformance),
Quality of After-Sales Service
Quality First Activities
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 Process Control

Quality should be built in during the Process

Input Process Output

4M Control Point

Good Result
Act Maintain
Poor Result

Analysis of Causes

Countermeasures
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Quality vs. Cost / Delivery

• You can not define Quality without

considering Price or Cost, and Delivery.

• Q-C-D = Three Major Business Factors

• Q-C-D-S-E = Major Business Factors
• Q-C-D-S-E = Object of Total Q.C.
• Total Q.C. ⇒ Total Quality Management
™ Top-Down Approach
™ Bottom-Up Approach

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 Forward-Looking Q. vs. Backward-Looking Q

[1]Forward-Looking Q.= Satisfaction Q.

*Easy driving *Stability at a high speed
*Deluxe feeling *Comfortable riding
Human Sense Perceptions

Attractive Quality
[2]Backward-Looking Q.= Dissatisfaction Q.
*Defectives *Defects *Flaws
*Failures *Scratches
Natural Quality Copy right (c) Khalid Saleh Feb 2006 13

Role of Quality Control

[1]Forward-Looking Q.= Q. of Satisfaction
*Easy driving *Stability at a high speed
*Deluxe feeling *Comfortable riding
Attractive Quality
[2]Backward-Looking Q.=Q. of Dissatisfaction
*Defectives *Defects *Flaws *Failures *Scratches
Natural Quality

Aim of Q.C.

• Profit Increase of Sales Forward-Looking Q.

Decrease of Loss Backward-Looking Q.

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 Initial Q. vs. Chronological Q.
[1] Apparent Quality: Wrappings / Packages

[2] Intrinsic Initial Quality Quality is:

Degrading,
Initial Q. One Year Guarantee Deteriorating.
Goods become:
Level of Quality

Obsolete,
Breakdown
Disadvantageous.

Maintenance

Longevity of Quality Time

Copy right (c) Khalid Saleh Feb 2006 More explanation: Bath-Tal Theory
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Q. of Planning, Q. of Design,
Q. of Production, Q. of After-Sales Service

Product Quality (Synergetic Effect)

= Q. of Planning , Q. of Design ,
Q. of Production , Q. of After-Sales Service
Quality Consciousness = Quality First
Quality of Planning Customer Requirements

Quality of Design Upstream Process

Downstream Process

Quality of Production Quality of

After-Sales Service
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 VOC to Customer Satisfaction

Customer VOC True Quality Characteristics

Requirements & Needs
Customer Satisfaction

Quality of Planning
Concept
Quality of Design
Substitute Quality C.
Specification

Fitness for Use Quality of Product

<Quality of Conformance>

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What is Quality ? (2)

(1) Personal Quality vs. Social Quality
(2) Diffusion Rate vs. Quality
(3) Lifecycle Quality = Individual Product
– From Production to Waste Disposal
– Influence / effect on each Party
(4) Relative Quality
– Changes in Environment (Needs, etc.)
– Quality Values will be changed.
(5) Quality of Order
- Order of Necessity or Inevitability

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 Diffusion Rate vs. Quality
Product Lifecycle
Special Product
Sales

People feel a kind of satisfaction to use the rare product.

“Easy-to-use” is not placed an importance on the initial stage.

Maturity New Use

New Distribution
Product Innovation
Growth
Decline Rejuvenation

Introduction Time

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Quality of Order
• Criteria of Evaluation of Quality = Necessity
• Parties concerned:
(1) Distributors
Easy to Load / Unload
Space Factor (Compact or not)
Cost of Transportation
(2) Wholesaler
Easy to Stock
Easy to Exhibit
Easy to Transport
(3) Consumers who don’t have a Car
Easy to carry by hand

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 Taguchi’s Approach
• Dr. Taguchi’s Definition:
“Quality is a Loss which a Product assigns
to a Society after its shipment.”
Quality Loss is proportional to the Squares of the
Dispersion from the Target Value.
Quality Loss & Loss Function:
L = k ×σ²
L = Quality Loss which arises from a Maker’s
Performance
k = C ／⊿² (Remarks: ⊿ = Permissible Error , C=Maker’s
Cost)

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Explanation of Quality through

the Loss Function
Quality
Upper Limit of Permissible Error
Lower Limit of Permissible Error

Function
⊿=Permissible Error
M=Target Value

C = k ・⊿²
C
M-⊿ M M+⊿ Maker’s
Quality Characteristic ⊿ ⊿ Average
Cost
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Quality Loss is proportional to the Squares of the dispersion from the Target Value.

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 Relationship between Cost and Quality
Cost Quality = Social Loss
Materials

Processing
Production Start

Disposer / Recycling
Distribution Sector
Shipment

Consumers
Administration

Others
Anti-Pollution

Non-Conforming
of Process
Fraction defective

Manufacturer
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Way of thinking of Quality Engineering

True & Substitute Q Characteristics

(1) True Quality Characteristics vs.

Substitute Quality Characteristics
- Case of Newsprint Rolls:
“The Paper should not tear while
being printed on by a Rotary Press.”
- Cause & Effect Diagram
- Way of Expressing Quality
(2) Quality is evaluated by the Mean Value
and Dispersion Control of Dispersion
- 4 M (Characteristic Causes)
- Quantification & Standardization
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 True Q. Characteristic vs.
Substitute Q. Characteristic

Thickness Tensile Strength

No Tear, while being
printed on by a Roll
The way it rolls
Press
Substitute Quality Characteristic
Numerical Data
True Quality Characteristic

Selling Point
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How to express Quality

• (1) Determine the Assurance Unit

• (2) Determine the Measuring Method
• (3) Determine the Relative Importance
of Quality Characteristics
• (4) Consensus on the Defects & Flaws
• (5) Observe Quality Statistically
• (6) Quality of Design(Targeted Quality) &
Quality of Conformance (Compatible Q.)

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 Expose Latent Defectives

Acceptable Products Easily Damaged in Customers’ use

Inspection Defectives
Extra Labor

- Reworked Goods
Defectives

- Specially Accepted Latent Defectives

Goods
- Adjusted Goods

Quality Control Clear Definition of Defects

“Go-Straight-Percentage”Copy
ofright95%
(c) Khalidto 100%
Saleh Feb 2006 27

Quality of Design & Quality of Conformance

Cost

Targeted Quality Compatible Quality

Customer Quality of Quality of Quality of

Requirements Planning Design Production

Shipment

Quality of
Feed Back After-Sales Service

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 Techniques to Solve Problems (1)

• QC 7-Step Problem-Solving Formula

(1) Select Topic (Identify Problem)
(2) Understand Situation & Set Target
(3) Plan Activities (Decide Schedule)
(4) Analyze Causes (Decide items to tackle)
(5) Consider & Implement Countermeasures
(Plan how to implement)
(6) Check Results of Countermeasures (Effects)
(7) Standardize / Establish Control & Maintain
(Familiarize people with new methods)

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Techniques to Solve Problems (2)

The 7 QC Tools
(1) Cause-and-Effect Diagram
(2) Pareto Diagram
(3) Graphs
(4) Check Sheets
(5) Histogram
(6) Control Charts
(7) Scatter Diagram

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 Techniques to Solve Problems (3)

The QC New 7 Tools

(1) Affinity Diagram
(2) Relations Diagram
(3) Tree Diagram
(4) Matrix Diagram
(5) Arrow Diagram
(6) Process Decision Program Chart (PDPC)
(7) Matrix Data Analysis Method

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Techniques to Solve Problems (4)

The QC Storyline = Presentation for QCC

(1) Introduction: Describe Workplace, etc.
(2) Theme Selection: Identify Problems
(3) Fact Analysis: Current Status of the Problem
(4) Action Plan: A tentative Schedule
(5) Fact Analysis: Identify the Cause
(6) Corrective Action: Eliminate Main Cause
(7) Confirmation of Effect: Effect vs. Target
(8) Lock-in of Effect: Stabilize Conditions
(9) Review of Unsolved Problem
(10) Planning for the Future
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 What is Quality Control ? (7)

What is a Problem ?
A Problem
=The Gap between the Actual Situation
and the Ideal Situation (Objective)

Ideal Situation (Objective)

Gap

Actual Situation (Status Quo)

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G > 0，G = 0, G < 0 → PDCA Cycle

Hidden & Already Occurred Problems

Problems to be Created
Problems to be Perceived

Top Hidden
Middle Problems
&
Staff Already Occurred
Supervisor Problems
&
Worker

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 The QC Mindset (Viewpoint)

1. Total Concept
2. Statistical Concept
3. Quality Concept
4. Control & Management Concept
5. Improvement Concept

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The QC Mindset

[1] Total Concept:

(1) Strengthen the Company Constitution
(2) Total Participative Management
(3) Education & Training
(Employee development)
(4) QC Audits (QC Diagnosis)
(5) Respect for Humanity

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 The QC Mindset

[2]Statistical Concept:
(1) Use of QC Tools:
- QC 7 Tools
- QC New 7 Tools
- Other Statistical Techniques
(2) Dispersion Control:
- Pay Attention to Dispersion and
Identify its Causes

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The QC Mindset

[3] Quality Concept:

(1) Quality First:

(2) Consumer Orientation

(3) The Next Process is your Customer

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 “The Next Process is Your Customer”
Shipment
Wholesaler
Supplier Manufacturer Retailer Customer

Process Process Process Process

No.1 Process
No.2 Process
No.3 Process
Recycle
Input Output / Input Process
Disposers
Internal Customer

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Sustainable Supply Chain

The QC Mindset

[4] Control Concept:

(1) The PDCA Cycle
(2) Management by Fact
(3) Process Control
(4) Standardization
(5) Source Management
(6) Policy Management
(7) Cross-Functional Management

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 PDCA Cycle
1. Plan
2. do
3. Check
4. Act
A P

C D

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Process Capability Investigation

• Procedures for P. C. I.
(1) Identify the Purpose or Usage.
(2) Specify the Quality Characteristic.
(3) Standardize 4 Ms (Causal Factors).
(4) Collect the data.
(5) Make the x (bar)- R Control Chart.
(6) Make the Histogram and calculate the
Process Capability Index.
(7) Judge the Process Capability.
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 Three Basic Management Activities

3 Major Management Activities of TQM

[1] Policy Management

[2] Department Management

[3] Cross Functional Management

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The QC Mindset

[5] Improvement Concept:

(1) Priority Consciousness

(2) The QC 7 Step Formula

(3) Recurrence Prevention &

Prior Prevention

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 Thank you

• Total Quality Control,

Japanese style, is a
thought revolution in
Management.

• QC begins with
Education and ends with
Education.

Dr. Kaoru Ishikawa

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