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Quality Management
Content
CONTENT ................................................................................................................................ 1
1 TERMS.............................................................................................................................. 3
1.1 QUALITY ..................................................................................................................... 3
1.2 QUALITY MANAGEMENT.............................................................................................. 3
2 QFD – QUALITY FUNCTION DEPLOYMENT......................................................... 4
2.1 HOUSE OF QUALITY .................................................................................................... 4
3 KANO MODEL OF SATISFACTION .......................................................................... 6
4 TQM .................................................................................................................................. 6
5 ISO 9000 ............................................................................................................................ 7
5.1 ISO 9001..................................................................................................................... 7
5.2 9004............................................................................................................................ 9
6 FMEA – FAILURE MODE AND EFFECTS ANALYSIS......................................... 10
6.1 EXAMPLE PROCESS FMEA ........................................................................................ 10
6.2 ASSIGNMENT OF PROBABILITIES ................................................................................ 11
6.3 RPN RISE PRIORITY NUMBER ................................................................................... 13
6.4 EXERCISE FOR FMEA ............................................................................................... 13
7 ISO CONTROL CYCLE............................................................................................... 14
8 CONTROL PLAN.......................................................................................................... 15
9 PROCESS CONTROL AND CAPABILITY .............................................................. 15
9.1 PROCESS CAPABILITY ................................................................................................ 16
9.2 MEASUREMENT ......................................................................................................... 18
10 SYSTEMATIC INSPECTION METHODOLOGY AS MEASURE OF QUALITY
ASSURANCE ......................................................................................................................... 22
10.1 OPERATIONAL CURVE (OC)....................................................................................... 22
10.2 LARSON – NOMOGRAMM........................................................................................... 23
10.3 DURCHSCHLUPF – CURVE (ESCAPE-CURVE) .............................................................. 24
10.4 ATI (AVERAGE TOTAL INSPECTION)......................................................................... 24
11 CENTRAL LIMITING THEOREM............................................................................ 26
11.1 SHEWART-CONTROL-CHART ..................................................................................... 26
11.2 NON-SHEWARD CONTROL CHARTS ........................................................................... 27
12 QUALITY CAPABILITY ............................................................................................. 28
12.1 RATING RESULTS & FOLLOWING ACTIVITIES............................................................. 29
12.2 CERTIFICATION AND AUDITING ................................................................................. 30
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
LINKS:
www.vfh.de/qm
user: QMDMT03
pw: sonn-!
automotive recalls:
www.nhtsa.dot.gov
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
1 Terms
1.1 Quality
concerns:
- products
- process
- company TQM(Total Quality Management)
Definition:
Degree to which a set of inherent characteristics fulfils requirements.
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
1st layer
2nd layer
3rd layer:
Objects
4th layer:
Methods
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
5/41
International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
● Strong relationship 5 9
○ Medium relationship 3 3
/∇ Weak relationship 1 1
2004-04-01
3 KANO Model of satisfaction
example railway:
- basic: safety
- performance: just in time
- additional: comfort, food service
4 TQM
Formerly(Quality Inspection) Today and Tomorrow (TQM)
Company Goals - better products - better company
- production cost - customer satisfaction
reduction - high flexibility
- batch optimization
Basic orientation Product Market
Organization of Strong quality department Quality: part of al activities
quality assurance
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
2004-04-06
5 ISO 9000
LE02
process orientation
Q-Objectives:
- general
o policy
- specific
o time & quantity relations
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
5.2 9004
refers to improvement of efficiency (guideline)
approaches
- step to TQM
- as addition 6Sigma-Approach
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
2004-04-08
6 FMEA – Failure Mode and Effects Analysis
LE09
Failure and defect prevention
analytical method
team based (inter-disciplinary)
used for (single) parts not for (complete) systems
System / Operation
↑ ↑
Design Process
FMEA doesn’t ask in the first time whether a defect can occur, but how a defect
would look like
10/41
International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
Die folgenden Schemata geben praxisrelevante Werte wieder. Die Tabellen sind aber
dennoch unternehmensspezifisch zu hinterfragen und ggf. anzupassen.
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
12/41
International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
2004-04-15
6.3 RPN Rise Priority Number
RPN = Occurance * Detectability * Effect(=Severity)
(1..10) (1..10) (1..10)
Example:
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
2004-04-20
7 ISO Control Cycle
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
2004-04-27
8 Control Plan
Ishikawa:
2004-04-29
9 Process control and Capability
Processes should be under statistical control and should be capable.
Processes can produce parts(components) and services or software etc.
Industrial processes should be analysed in order to state the ability to meet
requirements.
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
2004-05-04
9.1.1 Process capability index cP, cPK
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
TV – Target Value
p=8 (presumption)
difference between
minimum & maximum
sample is 8
assuming that +/-3δ
covers all my samples
(99,73%):
δ=p/6=4/3
cp does not take the position of the process into account (red curve)
cpK – Value is taking into account the position(mean) of the process either as
deviation from target value or its approximation to the specification limits
(1) c pK = (1 − k ) ⋅ c p
µ − TV
k=
T
2
⎧USL − µ µ − LSL ⎫
(2) c pK = Min⎨ ; ⎬
⎩ 3σ 3σ ⎭
Cases:
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
2004-05-06
9.2 Measurement
Characteristics:
1. Resolution R
2. Correctness (bias)
e.g.
xc = 20,039
x = 20,045
∆ = 0,006
3. precision, repeatability
4. accuracy
correctness + precision
5. reproduceability
Measurement for
reproduceabilities
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
6. linearity
7. stability
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
2004-05-11
9.2.1 Index Cg
0,2 ⋅ T
cg = !≥ 1,33
4S g
0,2 ⋅ T 0,15 ⋅ T
cg = !≥ 1,33 same as cg = !≥ 1,0
4S g 4S g
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
0,1 ⋅ T − ( x g − xc )
c gk = !≥ 1,33 [ xg – xc = bias ]
2S g
example:
xg = 10.006
sg=0,04242426
|Bi| = |xg – xc| = 0.00600
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
2004-05-13
10 Systematic Inspection Methodology as Measure of Quality
Assurance
LE14 Stichprobensysteme
(DIN) ISO 2859 Part 1 … 3
basis for establishing acceptance tests or inspection (lot inspection)
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
2004-05-18
10.2 Larson – Nomogramm
x
⎛ n⎞
binomial distribution G ( x; n, p ) = ∑ ⎜⎜ ⎟⎟ p i (1 − p ) n −i
i =0 ⎝ i ⎠
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
AOQ = p ⋅ PA
0,016
0,02 0,74 0,0148 0,014
0,012
0,03 0,56 0,0168 0,01
AOQ
1,1
1
Acceptance Probability
0,9
0,8
0,7
PA[%]
0,6
0,5
0,4
0,3
0,2
0,1
0
0 0,05 0,1 0,15 0,2
failure rate p[%]
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
( N − n) ⋅ (1 − PA )
ATI = n + n = sample size; N = lot size
lots
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
2004-05-27
11 central limiting theorem
based on U-Transformation table
95,4%
182 − 180
u= =2
1
n-sample AE AW
3 1,487 1,132
5 1,152 0,877
7 0,974 0,741
10 0,815 0,620
20 0,576 0,438
11.1 Shewart-Control-Chart
notes missing!
2004-06-01
What’s wrong with these samples? They do not follow the distribution on what
control and warning levels are based. (There should also be some samples close to
the levels.)
Possible Reason:
The process was improved but the levels were not adopted. This can be a problem
because samples that would be outside of new levels will not be discovered by these
levels. This process is not capable.
27/41
International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
2004-06-03
12 Quality Capability
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
2004-06-10
12.1 Rating Results & following activities
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
Documents:
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
12.3.2 Evaluation/grading
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
Process distribution
Sample distribution
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
2004-06-08
13 Basic Tools for QM
Copy “BASIC TOOLS FOR QUALITY MANAGEMENT AND
PROCESSIMPROVEMENT (ISO 9004-DRAFT)”
13.3 Histogram
to check the kind of distribution
13.4 Paretodiagram
sort different characteristics by occurance
13.5 Ishikawa/Fishbone/Cause-Effect-Diagram
33/41
International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
2004-06-15
14 Using of Methods - Matrix Diagram
Quality
Lead times
Productivity
Costs
Teamwork
Brainsttorming(METAPLAN)
Cause-effect-diagram
Relationship diagram
Overall Improvements
(Streuungsdiag.)
Tree diagram
Check lists
Histogram
graphs
Pareto
Methods
Improvement steps
34/41
International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
2004-06-17
15 Quality Engineering Methods Structure
15.1 Poka-Yoke
Main principle:
Prevent errors to become defects.
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
2004-06-22
15.2 DOE
- first define problem
- define factors (conditions)
example: 2 parameters A, B
2. Analyse matrix
Impact of A I(A):
A(+)=24+22+20+19=85
A(-)=11+12+9+11=43
I(A)=|A(+)-A(-)|=42
Impact of B I(B):
B(+)=24+22+11+12=49
B(-)=20+19+9+11=59
I(B)=|B(+)-B(-)|=10
Impact of AB I(AB):
AB(+)=24+22+9+11=66
AB(-)=11+12+20+19=62
I(AB)=|AB(+)-AB(-)|=4
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
2004-06-24
17 stages of quality
see copies!
additionally to stage 2:
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International Technology Quality Management
Transfer Management Prof. Sondermann
Summersemester 2004 Lecture Notes by Phillip Kern
2004-06-29
18 Summary for exam
Basic principle process under control (see definition)
Capable can produce parts to specification without sorting mechanism
1. ISO 9000
o structure
o difference 9001 9004
o effectiveness efficiency
o QM page 4
o QFD
o process approach write down typical ISO process (management
review or supplier evaluation or Internal Audit, Design review)
Process Audit (Input Control Plan, Operation/specification
documents); Output report
o
2. Process Capability & Control
o calculation of Capability Index
o
3. Measurement system capability
4. FMEA
5. paired comparison (open book question)
2004-07-06
6. tree structure page 4
7. what to do to become a potential supplier (p.43-75 in VW.pdf)
8. QFD
9. HoQ
10. Larsson
11. no shewart control chart
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