Unit-IV

Quality
(6 Marks)
 Introduction

 Controlling and improving quality has become an

important business strategy for many organizations
such as manufacturers, distributors, transportation
companies, financial services organizations, health
care providers, and government agencies.
 The definition of quality depends on the role of the
people defining it.
 Most consumers have a difficult time to define quality.
 Today, there is no single universal definition of
quality.
 Definition of Quality

1. Quality means Fitness for use.

 It means how well the product performs its function
or use.
 For example, a Mercedes Benz & a Jeep both meet a
fitness for use if one considers transportation as the
function and one considers the comfort as the
function.
 Another example of pen with different parameters
are mentioned below,
 Definition of Quality
Parameter Parker Lexi
Price Rs.150/- Rs.05/-
Look Nice Good
Ink Good Not Good
Material High Cost (Steel) Low Cost (Plastic)
Holdness Highly secure Less Secure
Life More Less
Less
Toughness Yes
(may be damage)
Technology Yes No
Use To Write To Write
 Definition of Quality

2. Quality means it is a mind satisfaction.

 It is a Psychological criteria.
 We commonly associate certain products with
excellence because of their reputation.
 Our mind satisfies when we heart Rolex watches,
Mercedes Benz, etc.
 Definition of Quality

3. Quality means degree of excellence.

 This comes when product performs longer.
 We commonly associate certain products with
excellence because of their reputation.
 Our mind satisfies when we heart Rolex watches,
Mercedes Benz, etc.
 Definition of Quality

4. Quality defines in terms of the support provided

after the product is purchased.
 Some times we will get excellent service after the
product is purchased.
 For example: customer care, service centers, 24*7
services, etc.
 Quality Characteristics (वैशिष्ट्ये) (S-22)

 Controlling and improving quality has become an

important business strategy for many organizations
such as manufacturers, distributors, transportation
companies, financial services, etc.
 There are seven points of quality characteristics used
at a strategic level.
 This concept was defined by David Garvin.
 Quality characteristics are explained below,
 Quality Characteristics (वैशिष्ट्ये) (S-22)

1. Performance (कामगिरी)
 It is a primary operation characteristics.
 For example a machine will perform longer, obviously
its quality will be high.

2. Features
 It is an additional characteristics of quality.
 Feature ensures the high quality of product or service
to the user.
 Quality Characteristics (वैशिष्ट्ये) (S-22)

3. Reliability (गिश्वसनीयता)
 It ensures that a product will not fail within a specific
time period.
 This is a key element for users who need the product
to work without fail.

4. Conformance
 Conformance is the precision with which the product
or service meets the specified standards.
 Quality Characteristics (वैशिष्ट्ये) (S-22)

5. Durability (गिकाऊपणा)
 Durability measures the length of a product life.
 Any customer wants to purchase a product having
good durability.

6. Serviceability (सेिा क्षमता)

 It is the speed with which the product can be put into
service when it breaks down.
 Quality Characteristics (वैशिष्ट्ये) (S-22)

7. Aesthetics (स ौंदयय शास्त्र)

 It is concern with the Beauty.
 Aesthetics is the subjective dimension indicating the
kind of response a user has to a product.
 It represents the individual’s personal preference.
 Quality Control
(िुणित्ता गनयौंत्रण)

 Definition
• Quality control means observing and measuring
actual performance, comparing with standards and
taking control action if required.
 Quality control, in short it is called as QC.
 Quality Controls includes product inspection, where
every product is examined visually before the product
is sold into the external market or passing into the
next shop.
 Quality Control

 It is done at the time of production is going on.

 It is an online inspection.
 Feedback is given to the production manger
immediately.
 It is carried out at shop floor.
 It requires general instrument, gauges, etc.
 The main aim of quality control department is to
reduce the defects.
Quality Control
 Objectives of Quality Control
(िुणित्ता गनयौंत्रण उगिष्टे)

 To reduce cost of manufacturing.

 To improve the company income.
 To achieve interchangeability of manufacturing.
 To satiety the customer.
 To produce optimum quality.
 To develop good relation with vendor.
 Quality Assurance
(िुणित्ता हमी)

 Definition
• Quality assurance is a way of preventing mistakes or
defects in manufactured products and avoiding
problems when delivering or services to the
customers.
 Quality assurance, in short it is called as QA.
 Quality assurance deals with questions of desired
quality, reliability, service, etc.
 Quality Assurance

 It is done after the Production.

 It is an off line inspection.
 It is not possible to give feedback to the production
manager immediately.
 It is carried out in laboratory.
 It requires special purpose machines i.e. CMM, etc.
 Main aim of quality assurance department is to
ensure defect less product.
Quality Assurance
 Advantages of Quality Assurance

1. Quality assurance ensures product is not faulty.

2. Quality assurance almost stops customer
complaints.
3. Quality assurance gives a better customer
satisfaction.
4. Quality assurance reduces scrap.
5. Quality assurance reduces a inspection time.
6. Quality assurance increases the plant efficiency.
7. Quality assurance increases profit of the company.
 Disadvantages of Quality Assurance

1. It is a time consuming process.

2. Costs a lot of money to train the staff.
3. It takes more time to train the staff.
 Stages of Quality Assurance

1. Quality of design
2. Quality of conformance
3. Quality of performance
 Quality of Design (QD) (W-08)

 It is the tightness of specification.

 Quality of design is the quality which the producer or
supplier is offering to the customer.
 When the producer is making the quality of design of
the product, he should take into consideration the
customer's requirements in order to satisfy them
with fitness for use of the product.
 If the quality of design does not reflect the customer's
requirements, the product which the producer offers
him would not probably satisfy the customer.
 Quality of Design (QD) (W-08)

 Quality of design is usually indicated by completeness

and correctness of specifications, drawings,
catalogues, etc. and it is measured with fitness for
use.
 E.g.
• Design of shaft: a shaft having tolerance 0.001mm is
preferred as compared to 0.1mm.
 Quality of Conformance (Qc)
(W-08, W-12-, W-13, S-15)

 It means how well it maintained.

 Quality of conformance is the level of the quality of
product actually produced and delivered through the
production or service process of the organization as
per the specifications or design.
 When the quality of a product entirely conforms to
the specification (design), the quality of conformance
is deemed excellent.
 Quality of Conformance (Qc)
(W-08, W-12, W-13, S-15)

 E.g.
• Design of shaft: a shaft having tolerance 0.001mm is
preferred as compared to 0.1mm.
• for the manufacturing of shaft having very high
tolerance i.e. 0.001mm, it requires a high quality
machine like CNC lathe or other.
 Quality of Conformance (Qc)
(W-08, W-12, W-13, S-15)

 Factors controlling the quality of conformance,

1. Instruments used
2. Inspections type
3. Frequency of inspection
4. Tools used for the quality control
5. Inspector attitude
6. Calibration of instrument
7. Environmental conditions, etc.
 Quality of Performance (QP) (W-13)

 It means how well it perform.

 Quality of performance is concern with the quality of
design and quality of conformance.
 It both maintained well then performance of the
system will be high.
 E.g.
• Design of shaft: Quality designed shaft is connected to
its application and its performance is checked.
• Therefore, (QD) + (QC) = (QP)
 Cost Of Quality Of Conformance/Economics Of
Quality Of Performance (S-11, S-13)

 Quality of conformance means how well it

maintained.
 Quality of performance means how well it perform.
 To conform this we need to use various testing
machines or tools.
 To achieve good quality of conformance we requires,
• Separate laboratory
• Inspection tools
• Quality audit
 Cost Of Quality Of Conformance/Economics Of
Quality Of Performance (S-11, S-13)

• Training to the staff

• Calibration of instrument
• Maintenance of instrument, etc.
 To achieve good quality of performance we requires,
• Co-ordinate measuring machine (CMM)
• CNC lathe, milling
• Test instrument, etc.
 Thus, it is conclude that money is required to
maintain the above two parameters.
 Quality Specifications & Its Type (W-08)

 The concept of designing a component means

finalizing the dimensions of given job by considering
stress calculation.
 After calculation, the design conclusions are
explained on the paper or with the help of projector
called as Quality Specification.
 The specification contains the list of essential
characteristics and their tolerance.
 Quality Specifications & Its Type (W-08)

 Quality Specification includes,

• Material specifications (steel, aluminum, copper, etc.)
• Process specifications (milling, grinding, cutting, etc.)
• Method of testing (NDT, inspection, sampling, etc.)
• Criteria of acceptance (depends on acceptance
number)
 Quality Specifications & Its Type (W-08)

 Types of Quality Specification

1. Standard Specification
• The standard formulae, equations, relations are used
for calculating stress and its parameters.
• In India, we use always BIS i.e. Bureau of Indian
standard.
 Quality Specifications & Its Type (W-08)

 Types of Quality Specification

2. Consumer Specification
• When BIS i.e. Bureau of Indian standard
specifications are not available or not suitable for the
particular customer need then consumer standards
are used.
 Quality Specifications & Its Type (W-08)

 Types of Quality Specification

3. Company Specification
• When a company manufactures a product to its own
specifications called as company specifications.
 Difference Between Quality Control &
Quality Assurance (W-10)
Sr. No. Quality Control Quality Assurance
Quality control, in short Quality assurance, in short
1
it is called as QC. it is called as QA.
Quality control means Quality assurance is a way
observing and of preventing mistakes or
measuring actual defects in manufactured
2 performance, comparing products and avoiding
with standards and problems when delivering
taking control action if or services to the
required. customers
3 It is an online inspection. It is an off line inspection.
 Difference Between Quality Control &
Quality Assurance (W-10)
Sr. No. Quality Control Quality Assurance
It is done at the time of It is done after the
4
production is going on. Production.
Feedback is given to the It is not possible to give
5 production manger feedback to the production
immediately. manager immediately.
It is carried out at shop It is carried out in
6
floor. laboratory.
It requires general It requires special purpose
7
instrument, gauges, etc. machines i.e. CMM, etc.
Cost of quality control is Cost of quality assurance is
8
less. more.
 Difference Between Quality Control &
Quality Assurance (W-10)
Sr. No. Quality Control Quality Assurance
QC consists of an QA consists of quality design,
9 inspection of quality of conformance and
manufactured part. quality of performance, etc.
Time required for the Time required for the QA is
10
QC is less. more.
 Cost of Quality & Its Type
(W-08, W-09, S-12, W-13, W-14, W-15, S-22)

 Cost means खर्च.

 It was first described by Armand V. Feigenbaum in a
1956.
 Definition
• Quality Costs or Cost of Quality means to quantify the
total cost of quality related efforts and deficiencies.
 In general it is observed that higher quality requires
higher costs either by buying better materials or
machines or by hiring more quality labors.
 Cost of Quality & Its Type
(W-08, W-09, S-12, W-13, W-14, W-15, S-22)

 Cost of Quality includes,

1. Market research cost
2. The product R&D (Research & Development) cost
3. Cost of inspection and testing
4. Cost of defect prevention
5. Cost of scrap
6. Cost of field service
7. Cost of design, etc.
 Cost of Quality & Its Type
(W-08, W-09, S-12, W-13, W-14, W-15, S-22)

 As per ISQC (American Society Of Quality Control) the

Cost of Quality is divided into the three categories,
1. Cost Of Prevention
2. Cost Of Appraisal
3. Cost Of Failure (Internal Or External)
 Cost of Quality & Its Type
(W-08, W-09, S-12, W-13, W-14, W-15, S-22)

1. Cost Of Prevention
 It is the cost of good quality.
 These cost spends for reducing the failure and
appraisal cost.
 This cost includes cost of quality planning, cost of
documentation, cost of training, cost of investigation,
cost of analysis, etc.
 Cost of Quality & Its Type
(W-08, W-09, S-12, W-13, W-14, W-15, S-22)

2. Cost Of Appraisal
 It is the cost of good quality.
 These cost associated with measuring, evaluating,
and auditing the product to ensure the quality of
conformance.
 This cost includes cost of receiving inspection,
laboratory testing, labors, inspection setup, material
test setup, quality audits, etc.
 Cost of Quality & Its Type
(W-08, W-09, S-12, W-13, W-14, W-15, S-22)

3. Cost Of Failure
3. a. Cost Of Internal Failure
 It is the cost of poor quality.
 These cost associated with defective products,
components and materials that fail to meet quality
requirements and result in loss.
 This cost includes cost of failure, scrap, repair, re-
inspection, etc.
 Cost of Quality & Its Type
(W-08, W-09, S-12, W-13, W-14, W-15, S-22)

3. Cost Of Failure
3. b. Cost Of External Failure
 It is the cost of poor quality.
 This cost includes,
• Cost of complaints from the customer
• Cost of service to the customer
• Cost of inspection
• Repair of defective item return from the customer,
etc.
 Cost of Rework & Repair
• Basically it is the type of cost of failure.
• Number of times jobs are produced with positive or
negative error.
• If errors are negative then jobs are to be thrown as a
scrap.
• If errors are positive then jobs are given for the
rework, the cost of required for rework i.e. labor,
machine, material is called as cost of Rework.
• Some times it can be possible that defects of the job
can be repaired by some method this is called as cost
of Repair.
 Value of Quality
(W-08, W-09, S-10 S-12, W-13, W-14, W-15, S-22)

 Value means मूल्य.

 Definition
• Value of Quality means the returns directs or indirect
gained by the manufacturer due to mission of quality
control.
 By using best quality products, one can get maximum
share in profit and enjoy the market conditions.
 We conclude that, higher the cost of design higher
will be the value of quality.
 Inspection (S-22)

 Definition
• Inspection means checking the quality of material,
product or component at various stages in the
manufacturing.
 It is done with respect to some pre-defined
parameters and it tries to detect the faulty nature of
the object.
 Inspection is a way or method of maintaining the
quality of the object being constructed or produced.
 Inspection (S-22)

 Inspection is carried out where,

• Incoming parts and material comes.
• Raw material as it undergoes processing form one
machine to another machine.
• Product is delivered to the customer, etc.
 Types of Inspection

Sr. No. Online Inspection Off line Inspection

It is done at the time of It is done after the
1
production is going on. Production.
It is not possible to give
Immediate feedback is
2 Immediate feedback to the
given to the workers.
workers.
Result of inspection is Result of inspection takes
3
quick. some time.
4 Cost of inspection is less. Cost of inspection is more.
No material handling is Material handling is
5
required. required.
 Types of Inspection

Sr. No. Online Inspection Off line Inspection

Generally it follows Generally it does not
6
100% inspection. follows 100% inspection.
Some times it may It does not disturb the
7
disturb the operators. operators.
Generally gauges are Generally instruments are
8
used for an inspection. used for an inspection.
There may be problems No such type of problem
9
of dust, vibration, etc. occurs.
 Difference Between Inspection & Quality
Control (S-09, W-09, W-11, S-22)
Sr. No. Inspection Quality Control
Inspection means Quality control means
checking the quality of observing and measuring
material, product or actual performance,
1
component at various comparing with standards
stages in the and taking control action if
manufacturing. required.
Inspection may be QC is always carried out at
2
online or offline. online inspection
QC is broad term involves
Inspection is the part
3 inspection stages, corrective
of QC.
action, etc.
 Difference Between Inspection & Quality
Control (S-09, W-09, W-11, S-22)
Sr. No. Inspection Quality Control
At the time of At the time of QC we use
inspection we use control charts, sampling, VQR,
4
instruments, gauges, VR, quality audits, field
etc. complaints, etc.
Cost of inspection is
5 Cost of QC is high.
less.
Time required for an
6 Time required for QC is more.
inspection is less.
Inspection is mainly Everybody working in an
7 responsibility of the organization is responsible for
inspector. product produced.
 Field Complaints

 Field complaints means complaints of product given

by the customer when they use them.
 It is also called as Consumer complaint or customer
complaint.
 It is also defines an expression of dissatisfaction on a
consumer’s behalf to a responsible party.
 It contains,
• Non working of product
• Defective subparts
• Claims and refund
 Field Complaints

• Damage during transportation

• Late delivery
• Billing error, etc.
 Another complaints are came from the supplier or
distributor those are,
• Less sell in market
• Unsatisfied customer
• Sellers are not interested
• Maximum complaints from of product, etc.
 Field Complaints

 It is expected that all field complaints are attend as

soon as possible to avoid loss of customer.
 Record of all field complaints is kept properly for
future development and policies.
 Number of customer may not complain always, but
they are facing some problem. They can be
considered as most dangerous so keep feedback up to
date.
 Vendor Quality Rating (VQR)

 Since, quality of manufactured product is largely

depends on the quality of the row materials, tools, etc.
being purchased form the vendor.
 So the role of vendor is very important for the quality
of product but it is not guarantee that all vendors
would supply the good quality of material.
 For solving above difficulty, the vendors are evaluated
and purchasing decision can be made.
 Vendor Quality Rating (VQR) (S-12)

 VQR are given in following basis,

• Performance of each vendor
• Comparing various vendors with each other
• Less responsive vendor, etc.
 Mathematically VQR is defined by the ratio of desired
cost of inspection to the actual cost of inspection.
 In VQR, the quality of the product supplied by vendor
is taken as the base for selection of vendor.
 Vendor Quality Rating (VQR) (S-12)

 Number of times it is observed that, with quality of

vendor, various factors are also to be considered,
• Delivery promises
• Service promises
• Past history of vendor
• Cost of products
• Discount offered
• Transportation method, etc.
 Vendor Quality Rating (VQR) (S-12)

 With considering above points vendor rating (VR) is

developed.
 Following plans can be used for VR,
• Categorical plan: this is a non quantitative system in
which customers can discuss and conclude as good or
bad.
• Weighted point plan: various factor are related and
marked as a scale of 0-100 then rating is given.
• Cost ratio plan: this plan uses vendors on the total
cost in terms of money for a specific purpose.