Quality Design and Control

Prof. Pradip Kumar Ray

Department of Industrial and Systems Engineering
Indian Institute of Technology, Kharagpur

Lecture – 06
Management of Quality- I

During the second week for the course quality design and control, I intend to cover the
following topics.

(Refer Slide Time: 00:27)

There will be 5 lectures and essentially during the second week I will be talking about some
basic issues related to management of quality and on management of quality there will be 2
parts. So, the second week I will be talking about the management of quality part 1 and in the
subsequent week during the third week, I will be discussing the second part of management
of quality. As you have might have noticed by this time that the management of quality when
we talk about when we discuss it covers a large number of topics. In fact, and I intend to
cover all these topics in a systematic manner.

During this week there will be 5 lectures; on lecture-1, I will be discussing the quality
engineering: the basic concepts and objectives, stages in quality engineering, what steps you
need to follow if you want to apply quality engineering based tools and techniques and
lecture-2: I will be talking about basically this is on the quality management aspects, basic
concepts and objective and the stages in quality management and lecture-3 quality principles
in product development, concept of extended process customer-driven improvement cycle,
principles of supplier selection, these are the specific topics I am going to cover.

Lecture-4: quality principles in product development part-2: process improvement cycle,

variability reduction and loss function principle of ‘zero defects’ in product design and in
lecture-5; I will be covering 4 absolutes of quality management quality trilogy process and
quality improvement principle. So, this will be the broad coverage under management of
quality part 1.

(Refer Slide Time: 02:42)

Now, let me first discuss the quality engineering, its basic concepts and objective and what
are the stages in quality engineering that you come across.
(Refer Slide Time: 02:57)

These days we have been using the term called quality engineering and there should be very
clear ideas about what actually it is and what actually it does; obviously, the main objective
of quality engineering is to design quality into a brief product and process.

So, this is the core objective of quality engineering; that means, as simply designing a
product is not enough you have to follow a separate you know the approach for building
quality into the product during the design stage mostly. Now, the objective of quality
engineering is achieved by using an approach called robust design; that means, whenever
someone says that he is working on quality engineering, you may assume that he is he or she
is trying to design a product and which is essentially robust in nature.

So, with the help of quality engineering based tools and techniques and approaches the
product is designed such a way that it becomes robust. Later on we will define what is this
robust this and all the robust. The philosophy and the robust experimental design principles
where originally developed by Taguchi. In fact, this particular term quality engineering was
the coined by him Taguchi and while he proposes an approach for creating a robust product
he emphasizes on using experimental design during prototype stages; that means, he is
essentially focusing on the offline quality control technique.

Taguchi’s methods are useful in identifying the key factors that have the greatest contribution
to variation and to ascertain those settings or values that result in least variability. So, that is
very important. In fact, like as I have been telling all the time and in any exercise and quality
is essentially an exercise on variability and you design a product in such a way that the
performance variability should be under control and this performance variability should be as
minimum as possible. So, Taguchi methods actually focusing on this particular aspect and
hence robust design is considered to be a systematic approach what actually he proposes to
find the optimal values of the design factors leading to economical designs with low
variability; that means, the quality is to be maximized, but at what cost. So, make sure that
the cost is also at the minimum level and so, also the variability in the product performance.

(Refer Slide Time: 06:28)

Now, Genichi Taguchi the well known Japanese quality guru has focused on an aspect of
product quality that has remained as an important one for product development and this is the
part of product development, but has been ignored or non emphasized by others in the past
and when he introduced the concept in 50’s, initially there was lot of problem, but he stood
firm and he says that you know your objective should be to create a robust product.

Now, what is a robust product; that means, the product performance may be affected by the
several kinds of external noise factors. Now, obviously, you know you have to search for
ways and means with which you know the effect of such noise factors on the performance of
the product should be made as minimum as possible and in that condition the product is
referred to as a robust product.
Now, he says that quality is a loss a product causes to society after being shipped, other than
any losses caused by its intrinsic functions; that means, as I have already mentioned during
the first week that there are different definitions of quality and the definition given by
Taguchi is a unique one, in the sense, that he relates quality with the loss and he calls it as a
societal loss. So, if against a particular product which you have designed if you can measure
its loss and that you have to do and you say that I have designed a product, the loss is
minimum and that is why the quality is acceptable or the quality is very high. So, this is the
basic issue.

Now, he says that quality can be manufactured or engineered into a product and that is why
he refers this concept as quality engineering, keeping in focus, the performance of the product
as the primary objective of creating acceptance acceptable design. So, the design means
what? Means you create a design so that, the performance of the product is guaranteed.

(Refer Slide Time: 09:13)

Now, when he refers to the loss, there are 2 types of losses. Normally, we come across loss
caused by the variability of function that is obvious in fact. And the second type of loss
caused by harmful side effects. Now, there could be several examples, later on we will
highlight those examples in the subsequent lecture classes. So, there are 2 types of loss; the
first loss is caused by the variability of the function and the second loss is caused by the
harmful side effects.
(Refer Slide Time: 09:55)

So, now there could be the several examples of these 2 types of losses; for example, break
down of a machine at the work place and non-starting of a car on the high way, are 2 specific
examples of the loss of the first type. So, this is always we come across because of some bad
settings; that means, you know as I have already mentioned at that when you design a product
and you try to produce it that means, we by a process. So, with respect to that process you
must be able to identify the process parameters with which you know these process
parameters you set such a value that you get all the design of the product manufactured as per
the specifications.

So, because of some bad settings, process settings essentially the machine cannot run at the
optimal speed and the corresponding loss in production may be treated at a loss of the first
type. So, this always happens in fact. So, any machine is installed and when you start using
that machine for producing a particular component so obviously, with respect to the
component design specifications and you need to set the process parameters at the required
the values.

So, this whole exercise is essentially known as the process setting. Now, if the process setting
is wrong; obviously, what you may find that there will be a loss; that means, we will be
producing a component which may not be able to confirm to the specifications and if you
start using that particular component at the part or the product; obviously, you know the
entire system it just cannot run at the best possible you know the manner.
So, that is why there will be always the loss. So, variability in the quality of services provided
by the hospital staff may result in unsatisfied patients, increased waiting time and increased
treatment costs. So, these are another example of the societal loss or loss in general, in
respect of a service function or service activity.

(Refer Slide Time: 12:41)

Asbestos is an excellent insulating material, now what you can deny this; however, the
persons using it may be prone to cancer and hence, this serious effect is considered to be a
loss due to harmful side effects. This loss is present in most medicines used by patients for
cure of a specific disease among humans. Can you know this is the serious concern; that
means, for a particular treatment definitely medicine you can use, but always there may be
harmful side effects.

So, these harmful side effect is referred to as loss and if you can reduce this harmful side
effect we say that the quality of the product has increased and unacceptable product which is
scrapped or reworked prior to shipment is viewed by Taguchi as a cost to the company as it
reflects production inefficiency, but not a loss to the society now. So, may be, that means, it
assumes that whatever inefficiency you have in the manufacturing systems you should
control them and later on you might say that I do not have any the production inefficiency
that is the goal. And, obviously, you know these are the there could be many internal factors
contributing to this production inefficiency and you should be aware of you should be able to
identify this factors and in course of time you must be able to remove those factors from the
system.

(Refer Slide Time: 14:24)

Losses caused when a product performs as intended are not considered quality losses by
Taguchi. So, this is plays the important point to be noted. For example, the effect on the
health of a person consuming alcoholic beverages, designed and developed by a company
may not be treated as a loss at all. So, you know this is a controversial the topic in respect of
a particular product. He is reasoning here is that the such situation reflect cultural or legal
problems not engineering problems; means, the legal issues or the cultural issues must not be
brought in or a ethical issues must not be brought in.

So, our focus is on engineering problems and related to the engineering design, related to the
engineering systems we will be identifying the loss. This is the boundary line we must create
otherwise you know this product may be treated as a loss to the society is it. So, wrong it is
the state is allowing it to produce. So, obviously, while we quantify the loss we must treat it
as an engineering problem.

Another example of this case is an automobile accident caused by someone who has a radar
detector and it is driving too fast. The extent to which the proper functioning of the radar
detector caused a loss to the society is not treated as a quality loss. So, you should be very
careful that under what context this quality loss has been defined. This is very important and
you must set a boundary line while you deal with such problems.

(Refer Slide Time: 16:32)

Now, I have already mentioned that you know ultimately if you intend to use quality
engineering based tools and techniques with respect to a product, the main objective is to
create a robust product. And so the robust product you can create only when you are aware of
the characteristics of a robust design; that means the robustness deals with the products and
the process both. It is not only you know you say that the product is robust, you also must say
that by the machine which I am using it that the process I am using that is also robust.

Robustness can be further defined as the ability of the product to perform consistently as
designed with minimum effect from the changes in uncontrollable operating influences; that
means, always there will be you know the existence of uncontrollable noise factors like a
humidity, like say you know the temperature, like say you know the dust, fumes, working
environment or say the skills of a particular person, the variation in the skills is it ok. So, you
cannot avoid that and how to minimize the effect of uncontrollable noise factors on the
performance of a product. So, that is the key issue while you create a robust or design for a
product.

From a process point of view, robustness can be defined as the ability of the process to
produce consistently good product with minimum effect from changes in uncontrollable
manufacturing influences. So, this way robustness has been defined with respect to a product
with respect to a process.

(Refer Slide Time: 18:47)

Now, the Taguchi’s approach is to identify and control those factors that are significantly
cause variation and to do so in a way that minimizes the effect of those variables that cannot
be controlled or that are not practical to control. So, this is the point to be noted. So, although
engineers at Bell labs and Xerox were the first in the United States to experiment with the
Taguchi methods; so, they are the pioneers in fact; Ford was the leader in changing company
policy; that means, the companies like Ford are many such companies in the subsequent years
of second period they have adapted the Taguchi’s robust design approach in designing as well
as in manufacturing their products. So, it is a well known technique.
(Refer Slide Time: 19:46)

So, this is sometimes this is referred to as the quality technology. So, this the quality
engineering based or the quality technology based the techniques as proposed by Taguchi was
first introduced to the US automotive industry in March, 1982. In the beginning this effort
was fostered by a very aggressive Ford drive to improve quality and reduce cost. As I have
already mentioned that you have to improve quality all the time of a product and you have to
reduce the cost at the same point or you know concurrently you have to do that. This has
evolved fundamental changes in US engineering and quality control methods that have
changed many US companies operations. So, this is the background.
(Refer Slide Time: 20:55)

Now, whenever sometimes the Taguchi’s method is referred to as the Taguchi philosophy;
that means, when you adapt this particular the methods your mindset must change and you
really you know the change your attitudes to for quality improvement in production
processes. So, there is some fundamental changes in the attitudes. So, that is why sometimes
these Taguchi methods are referred to as a Taguchi philosophy.

So, in order to improve an overall quality and productivity, you will definitely improve will
always try to improve the quality, but you also make sure that the performance of the
productivity of the systems or the performance of the productivity of the products concerned
must also improve. So, the company to achieve this; that means, both quality improvement as
well as productivity or performance improvement, company there you have to you know
engage yourself in several types of activities.

So, these are obviously, this is the responsibility of the company and the main activities are
the company’s activities in this context is; product planning, product design, process design,
then you production, opt for production and the last one is the service after delivery. So, these
are very important and when you look at all these activities you will find that essentially we
are trying to give importance to all the dimensions of quality.
(Refer Slide Time: 22:39)

Now, 2 types of undesirable and uncontrollable factors you have not yet discussed in detail or
we have not yet classified the various kinds of uncontrollable noise factors. So, there are
essentially there are 2 types of undesirable and uncontrollable factors that may cause
deviation from the target values in a products functional characteristics. A product may have
different quality characteristics. Now, in each quality characteristic you have to identify the
best possible, you know the nominal value or the desired value is it and you target to achieve
this desired value.

So, it is not the mean value, it is basically the target value you want to achieve and when you
start using the Taguchi method for quality engineering. So, the target values must be known.
They are known as, now this 2 types of factors uncontrollable noise factors are classified as
external noise factors and internal noise factors. Now, external noise factors are those
variables that are external to the product and affect its performance. So, that is the external
noise factors. So, what are the examples of external noise factors; like changes in operating
environmental variables, such as temperature, humidity and dust; that means, they are
existing external to your systems to your boundary line, but definitely they may affect the
performance of the product. So, these are external noise factors.
(Refer Slide Time: 24:45)

You have also internal noise factors. So, the variability in human operators, who are
responsible for making the product, is internal noise factors which are unavoidable. If
suppose, you engage the 3 persons for producing or manufacturing component or the product,
so obviously, there will be differences in their skill levels and these variability is unavailable.
So, this is considered as one example of internal noise factors. Now, they are due to the
settings of the product and the process parameters.

So, sometimes what happens, you know if you engage person A, he will they set the
machines in one manner. If you engage say another person say person B, on the same
machine now he might set the machines in a different manner. So, obviously, you set the
parameters of the machines in such a way that you can handle it you can handle the machines
properly as per your skills. So, individual to individual there will be variation and this is
referred to as one example of internal noise factors.

Now, under internal noise factors, there are 2 specific examples; one is the manufacturing
variations, which are unavoidable and the second one is the product deterioration. Say, like
say due to warranty or and there could be many factors which are dynamic in nature.
(Refer Slide Time: 26:29)

So, Taguchi, while he proposes a robust design approach to create a robust product he
recommends us three-stage design methodology to determine the target values and tolerances
for the respective parameters in the product and the process namely, system design, parameter
design and tolerance design. So, these are the 3 steps. Now, in order to achieve robustness,
quality control efforts should start in the product design phase and be continued through
production engineering and production operation phase. So, this is very important.

(Refer Slide Time: 27:18)

.
So, what is the system design? Now, in this stage, scientific, economic and engineering
principles and experience are used to create a prototype of the product that will meet the
functional requirements and also to create that the process that will build it. You know,
essentially, during the prototyping stage or when you create the prototype, you follow these
rules. For instance in the research and development phase R and D, system design involves
the development of the prototype design and establishing the parts, components, materials
and assembly system. So, and the determination of the manufacturing process is involved in
the production engineering phase. So, this is the one.

(Refer Slide Time: 28:09)

Next, we go to the parameter design. Now, here what you try to do; that means, you too you
try to have the optimal settings of the product and the process parameters, this is the first 2; in
such a way that you minimize the performance you will be able to minimize the performance
variability. This is the first part you do and the in this context Taguchi defines a performance
measure known as the signal-to-noise ratio.

So, we will be discussing this part later on in detail. So, this is the signal; that means, that is
you know positive part of the performance, the desirable part of the performance whereas,
you know you also have an undesirable say the part in the performance that is referred to as
the noise. If the desirable aspect you improve and on the noise aspects you know you try you
can minimize the noise, obviously, the performance is going to improve. So, he uses a
particular performance measure known as signal to noise ratio.
Now, there are different measures. There different ways you can measure the signal; one way
to measure it this is just get the square of the mean value of the quality characteristics and
similarly, the noise factors should be selected to represents those that most impact the
products performance. The parameter design process is the most important step in the
Taguchi method.

(Refer Slide Time: 29:47)

And then you go for the tolerance design. So, here, the tolerances are set, that means, a range
of the acceptable values you must be able to determine around the target values of the control
parameters. And narrow tolerances are specified for the deviation of design parameters. So,
this is your objective narrow. So, if the narrow tolerances you are able to specify then you
assume or you have created a design in such a way that close control of the process
parameters is possible.
(Refer Slide Time: 30:28)

Now, so these are the 3 stages and this parameter design, tolerance design, the quality loss
function, on-line quality control, design of experiments using orthogonal arrays the and
methodology applied to evaluate measuring systems performance. These are all included in
the Taguchi methods and these methods simultaneously reduce cost and improved quality.

(Refer Slide Time: 30:55)

So, the quality losses you have 2 measures and as far as possible these quality losses must be
measured in monetary terms and the product quality must be engineered or designed in.
Quality cannot be achieved economically through inspection and products screening.

(Refer Slide Time: 31:16)

So, now I will conclude with this particular the concept, that is, what could be the
relationship between the quality and cost? So, the main purpose of quality engineering is to
improved quality without increasing cost. So, this has been the challenge. Before the Taguchi
introduced the concept, his concept for designing a product, for manufacturing a product, we
used to assume that if you want to increase the quality of the product, obviously, the cost also
will increase.

So, we used to assume before Taguchi methods introduced that quality and cost are related
like if the quality increases cost also increase. With Taguchi methods applied, the relationship
changes to even if the quality say quality increases at a particular rate, where the cost may not
increase or if suppose the quality increases at a faster rate the cost increases at a slower rate.
So, obviously, there are several examples on this we may cite.

So, later on we will discuss this issues in details it is just. So, the introducing the concept of
quality engineering and ultimately offline quality control, online quality control many tools
and techniques you will learn and, but keep in mind that ultimately whatever you learn, those
tools and techniques methods methodologies you must be able to use to create a product, to
create a system, to create a process, robust in nature.

Thank you.