Quality Measurements



Why measure
What to measure
Where to measure
How to measure

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Product design quality .
Vendor performance .
Production performance .
Delivery cycle time .
Customer satisfaction .

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()3

()4



()1

()2

()4

()3

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Why Do We Measure

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 What to measure
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Effective

Efficient

Quality

Innovation

Productive

Profitable

QWL
Achieving Balance

Effectiveness

Accomplishment of the right things,

on time, within the requirements specified

Suppliers

Inputs

Value-Adding
Transformation

Outputs

Effectiveness

Customers

Efficiency

Resources expected to be consumed

divided by resources actually consumed

Suppliers

Inputs

Efficiency

Value-Adding
Transformation

Outputs

Customers

Quality
Defined by the customer!

Suppliers

Inputs

Value-Adding
Transformation

Outputs

Customers

Quality

Quality

Quality

Quality

Quality

Productivity

Measures of output divided by measures

of input for a given period of time

Suppliers

Inputs

Value-Adding
Transformation

Productivity

Outputs

Customers

Innovation
The creative process of change

Suppliers

Inputs

Value-Adding
Transformation

Innovation

Outputs

Customers

Quality of Worklife

The way people respond to the socio-technical

aspects of the system

Suppliers

Inputs

Value-Adding
Transformation

QWL

Outputs

Customers

Profitability
Relationship between revenues and costs

Suppliers

Inputs

Value-Adding
Transformation

Outputs

Profitability

Customers

Outcomes

Effective

Efficient

Quality

Innovation

Productive

Profitable

QWL
Achieving Balance

 How to measure

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Strategic
Goals
Strategic Goals
Process Integration

Capable work force

Market Presence
Performance Criteria
Effectiveness

Efficiency
Quality
Productivity
QWL
Innovation
Profitability

Cycle
Time

Product
Cost

Process
Capability

Process
Definition

Waste

Turnover

Customer
Retention

Quotes

Processes
Defined

WIP

Audit
Factors

ROI

Measures

On-Time
Delivery

Audit Measures



format


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 -1 :

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-2 :

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: (/)
ANSA/ASQC A3-1987
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-1 :
:

: Implied Needs
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: Stated Needs
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-2 :

:
: Variables Normal
( Laws :/).
: Attributes
( Binomial Laws :/ / / /

).

Quality Measurements

() -:

/
/

/

Quality Dimensions

-:

: Performance .
: Features .
: Reliability .
: Uniformity .
: Durability .
: Time (
) .
: Consistency .
: Serviceability .

: Aesthetics .
: Personal Interface .
: Harmlessness .
: Perceived Quality
.

Quality Costs

-1 :
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-2 :

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()
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(/)
-:
-1 : :
() ( ).
( )
-2 :
:
( ).
( ).
-3 :
-:
( ).
( / ).
-4 : :
( ).
( ).




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-1:

-2 :

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-1 :

-1
-2

-3
-4

-5


-2 : :

: Product Design


Quality Function Development.
: Parameter Design


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: Tolerance Design

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Quality Loss Function.

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10-2

 ()

10-2









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9
5
6

--9 > 45
1>6

----9 > 54

9 > 27
9 > 27
9 > 18

7
7
4
5

3 > 27
--------

3
3
2

9 > 63
3 > 21
--------

9 > 27
---------

--------9 > 18

1>7
----------

8
5
8

---1>5
------

1
1

51

54

111

79

27

23

4 ,3

4 ,5

9 ,3

6 ,6

2 ,3

1 ,9

 ()

10-2









/


/

9
5
6

1>9
1>5
9 > 45

------3 > 18

9 > 81
----3 > 18

3
3
2

----1> 5
9 > 54
--------1>2

7
7
4
5

8
5
8

---8 > 56
-------3 > 24
9 > 45
9 > 72

---3 > 21
9 > 36
----

----9 > 63
----9 > 45

----3 > 21
-----9 > 45

9 > 72
9 > 45
9 > 72
3>3
3>3

1>1
1>1

3>3
3>3

3>3
3>3

209

288

62

77

116

91

17 ,6

24 ,2

5 ,2

6 ,5

1
1

9 ,8

7 ,7

()
()

Key to roof / correlation

matrix symbols
+ Positive / Supporting
- Negative / Tradeoff
DIRECTION OF IMPROVEMENT
TECHNICAL
REQUIREMENTS

PLANNING MATRIX

CUSTOMER
REQUIREMENTS

TECHNICAL PRIORITIES

Total (100%)

PERCENTAGE OF TOTAL
Our Product

Key to interrelationship matrix symbols

Competitor A's Product

Strong interrelationship

Competitor B's Product

Medium interreltionship

DESIGN TARGETS

Weak interrelationship

Key to roof / correlation

matrix symbols
+ Positive / Supporting
- Negative / Tradeoff

+
-

+
DIRECTION OF IMPROVEMENT
Performance
measures

TECHNICAL
REQUIREMENTS

Size of
range

Technical
details

PLANNING MATRIX

CUSTOMER
REQUIREMENTS
Easy to put on

1.2 1.1 2.6

Comfortable when hanging

1.2 1.4 8.4

22

Fits over different clothes

1.2 1.0 1.2

Accessible gear loops

1.0 1.0 3.0

Does not restrict movement

1.6 1.4 11.2 29

Lightweight

1.0 1.0 3.0

Safe

1.0 1.2 6.0

16

Attractive

1.2 1.1 2.6

TECHNICAL PRIORITIES

54 81.2 63 23.4 70.2 191.6 98.6 30 612

PERCENTAGE OF TOTAL

10

12

Our product

Y 174g 250

Competitor A's product

Y 193g 321

Competitor B's product

DESIGN TARGETS

13

31

Total (100%)

38

16

4 4mm

5 8mm

Strong interrelationship

Y 157g 198

4 3mm

Medium interreltionship

Y 160g 250

6 4mm

Weak interrelationship

Key to interrelationship matrix symbols




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- :
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()

()

- :
. () :

() = * ( -) * ( -)

= = =
:
.




. -:

Uncontrollable Factors

Controllable Factors

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Controllable Factors

Quality
Characteristics


- : Controllable Factors {
- - } -:
:
{ - -
}.
:
:
: variability control factors
{ -
} .
: target control factors
{ } .
: neutral control factors
.
. - : Uncontrollable Factors
-:
: .
:
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: .

Quality Control

- :

-2 :


-:
-1
-2 :


-3 :

-4 .
-5

- :

//
/

- :

//
/

SPC


-1:

-2 :

:
: (:
//).

:
( :/).

-3 :

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-4 :

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-5 :

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-

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%100 .
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( )off-line (.)on-line
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: Inspection Sample : Sampling techniques :Operating Characteristic Curve (OC( : Sampling Types : Sampling Plans -

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- -:

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%100

N P A
n I N n p A Pa
N I

:
= N Production Lot
= n
= p
= A
= I
= Pa


SPC

UL
CL
LL

SP

OC
D%


-:

( / / / ).
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-:

:
I
{ }.
II :
{ }.

-1 : Simple Random Sampling

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36

35

20

34

19

33

18

17

40
44

24

28 48

32

12

11

10

16

15

14

13

11
16
84
16
27

79
76
73
16
73

43
19
55
66
14

69
11
24
07
35

89
91
12
29
59

09
09
67
15
04

02

36

76

53

83

56

12

15

24

11

9
29

-1 :
()
.

-3 : Cluster Random Sampling

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80 100.
23

24

20

22

19

21

18

17

40
44

24

28 48

32

12

11

10

16

15

14

13

12

15

24

11

29

10

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-1 :
nd
!n
d
Pd
p 1 p
d !n d

Pa

nd
!n
d
p 1 p

d 0 d ! n d
= Pd
= Pa ( d ) c

1.0
0.8

P a Pd c

= n

0.6

n,c

0.4

0.2

= p

= d
= c

.03 .04 .05 .06

.02

.01

: p=.01 n=89 c=2 = Pa

2
nd
!89
d
P a Pd 2
0.01 10.01
d 0 d !89 d
0
.89
1
.88
2
.87
!89
!89
!89

(0.01) (0.99) 1!88!(0.01) (0.99) 2!87!(0.01) (0.99) 0.9397

!0!89

Pa


-1 :

( ) n
( .) c
( )I (.)II

-2 :

Pa

n,c

1.0

0.8

1
2

0
1

32
32

A
B

0.6

200

0.4
0.2

.03 .04 .05 .06

.02

.01

-3 : ( ) n
( ) c
.

Pa

.8
.6

-1 A ( = ) c
-2 B
() c
-3 C
C
( ) c
( ) n

10 12 14

1.

.4

0 2 4 6

.2


1.0

Pa

- :

: AQL
.
: LQL


LTPD -.

0.5

: AOQL

()P

(. )AOQ

0.0

n,c

: IQL
AQL . LQL

AOQ PPa

LQL

IQL

AQL


-1 : .
-2 : c = c1 +c2
-:

c1

n1

c1

n2

c2

c1

-3 :

.:
-4 :

. :

c2

3
4
5
7
9

c2

5
1
3
5
8

20
40
60
80
100


-1 :
:

MIL-STD-105E ANSI/ASQC Z1.4-1981

- :
.
- :



( . )1 :
200
II G
- :


G
( -
). -
AQL
( . )2 : 32
200
2
- 3

.

2
5

10
:

().
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5

10

Z1.4

Ac Re


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= -