Importance of Quality

Management

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 History of Quality
YEAR AUTHOR WORK CONTRIBUTION, IDEAS
He devoted to statistical quality
1920 Walter Andrew Shewhart Control mechanisms, control chart
control.

Father of Quality Evolution work in

1950 William Edwards Deming Concept of quality control (PDCA)
Japan

since Application of Pareto principle in quality

Joseph Moses Juran Work in Japan
1954 management.

Methods of implementation quality in

1962 Kaoru Ishikawa Concept of quality circles
the company.

1982 Kaoru Ishikawa Techniques of problem analysis. Ishikawa diagram

The Japanese approach to quality in the industry has become an almost standard instrument. It was not until the
early eighties that approaches to quality standards (ISO 9000 in 1987) are evident.
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 Quality Gurus

Vilfredo Federico Damaso Pareto William Edwards Deming Dr. Joseph Moses Juran

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 What is Quality ?
Quality – “Fulfilling the customer’s requirement at satisfaction level”

Design Quality –
• Design quality is the value of a design to
customers
• Design is the root of all quality including the
quality of products, services, experiences,
systems and processes
• For example, a product with a poor design will be
low quality even if quality control and quality
assurance succeed in producing the
design accurately.
 What is Quality ?
Manufacture Quality –
• Real quality, quality of conformance of the product which it produced for design quality
• Product should work as intended with minimum number of faults & failures.
Measure of the whole quality
Failure rate p=r/N
r :Defect quantity
N：Total Production

U-Bend Assembly

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 What is Quality ?
Reliability of Quality –
Quality = Does it perform its intended function?
Reliability = How long will it do so?
“Reliability can be defined as the probability that a product, system or service will
perform its intended function adequately for a specified period of time, operating in a
defined operating environment without failure”.

A standard of reliability
Failure rate λ（ｔ）
＝ ｒ／ΣＴ ｒ：defect quantity Ｔ：Total operation time

Examples:
• This car is under warranty for 40,000 miles or 3 years, whichever comes first.
• This mower has a lifetime guarantee.
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 What is Quality ?
Service quality measures how well a service is delivered, compared to customer
expectations.

Example –
• You go to a fast food restaurant for dinner,
• where you can reasonably expect to receive your food within five minutes of
ordering.
• After you get your drink and find a table,
• your order is called,
• minutes earlier than you had expected!
• You would probably consider this to be high service quality.

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 Exercise -1

Explain the learning point about

Q1
training ?

Q2 Explain Quality with Example ?

Q
 What is Control ?
Control – “Activity to maintain the status and improve”
• Management Cycle : PDCA ( Plan ---> Do ---> Check -
--> Action )
• Management based on Facts : Evidence
• Maintenance & Performance Improvement :
Recurrence Prevention
• Countermeasures by going back to source : Against
Causes Management Cycle
• Promotion of companywide Quality Control : Total
Quality Control
 What is Quality Control?
Quality Control is
“A system of means to create a product of quality in
accord with a demand of a Customer or service
economically”
Main Objective of Quality

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 What is Quality management?
Quality management ensures that an organization, product or
service is consistent.
• It has four main components: quality planning,
quality assurance, quality control and quality
improvement.

• Quality management is focused not only on

product and service quality, but also on
the means to achieve it.

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 What is Total Quality management?
Total Quality Management (TQM) is a structured approach to
overall organizational management.

• The focus of the process is to improve the quality of an

organization's outputs,
• including goods and services,
• through continual improvement of internal practices.

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Structure of Total Quality management

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Practice element of quality management
1. Importance of data
• Knows 100% about past（Yesterday was a fine day ）
• knows approximately 100% about today(Today is fine day)
• We do not know 100% about tomorrow.
Therefore we measure past data and predict. It is important that quality of a
product is similar and finds a regularity in the whole from a part with statistical
technique (Q7, distribution, recurrence, official approval) by the future from
the past.

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Practice element of quality management
2. A viewpoint of a thing of a cause and effect
What is a cause of defect? What is the cause? Furthermore, what is the cause?
Analysis is important. Not the enumeration of a phenomenon. Finds the
relations of a "Cause and effect"!

Repeat Why analysis, WHY five times!

5M1H(Material, Man, Machine, Method, Measurement, How)

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 Exercise -2

Explain the Structure of Total

Q1
Quality Management ?

Q2
Importance of quality

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 Importance of quality

A: What if I find a defect?

B: First, notify the group leader by

pressing this switch. The group leader
will come and tell you what to do next.
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Importance of quality

Always follow proper procedures.

Make sure the tools and equipment are
in good condition.
Be sure to check each product carefully.
Inform your group leader if you find
any defects or problems.

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 Importance of quality
Immediately remove any faulty products
from the line.

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Quality inspections

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 Quality inspections

A: Did you finish the

quality inspection? B: We finished going through the
initial steps, but we still need to
do one more check.
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Quality inspections

We found a quality problem.

There's area for improvement.
There's been a report of quality
deterioration.
Did you report the inspection
results to the leader?

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 Quality inspections
What can we do to improve quality?

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Recording inspection results

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 Recording inspection results

A: Did you record all results

of the inspection? B: Yes. All of the data is intact.

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 Recording inspection results

You're doing that the wrong way.

Please follow the specification sheet.
The testing method has one weak point.

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 Recording inspection results
You need to change the speed .

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The importance of quality control
Quality Control(QC) is the act of ensuring that the
quality of our products are up to the company's
standards.
In Japanese companies,
• Create teams throughout the factory;
• These QC teams look for potential problems and
risks in the production process;
• They discuss ways to deal with them;
• Some people might think that quality is
something that only the check station at the
end of the production line needs to think about,
but that is wrong;
• It is the responsibility of each individual
involved in the production process.
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 Exercise -3
Discussion

Is there anything you do to promote quality

Q1 control?

If you were on a QC team, what topics do you

Q2 think would be good to discuss?

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