Eis W8.1

Universiti Teknologi PETRONAS Engineers in Society VCB4043
Faculty of Engineering September semester, 2016

Chemical Engineering Department
Introduction to Quality Control - Part I

by
Ir Dr Abdul Halim Shah Maulud
Chemical Engineering Department
Email : [email protected] Room : 05-03-06
© 2012 INSTITUTE OF TECHNOLOGY PETRONAS SDN BHD

All rights reserved. No part of this document may be reproduced, stored in a retrieval system or transmitted in any form or by any means (electronic,
mechanical, photocopying, recording or otherwise) without the permission of the copyright owner.
Objectives
 To realize what quality means (definition of quality).
 To know the most important quality pioneers and

theories for quality.
Quality??
• What quality means to you?
What is Quality?
Quality is “fitness for use” (Joseph Juran)
Quality is “conformance to requirements”

(Philip B. Crosby)
Quality is a dynamic state associated with products,

services, people, process and environment that meet or
exceed customer expectation.
Attributes of Product Quality
• Performance
• Features
• Reliability
• Conformance
• Durability
• Serviceability
• Aesthetics
• Perceived quality
Attributes of Service Quality
• Tangibles
• Service reliability
• Responsiveness
• Assurance
• Empathy
• Availability
• Professionalism
• Timeliness
• Completeness
• Pleasantness
Motivation (Cost of Quality)
Quality Pioneers
W. Edwards Deming
• Deming is perhaps the best-known quality pioneer.

• His approach to quality was statistically based.
• 1940, he worked at US Census Bureau.
• During World War II, he worked with U.S. defense industries.
• After World War II, Deming went to Japan under government
sponsorship to assist with a population census.
The Deming Cycle
• Plan. Recognize an opportunity and plan a

change.
• Do. Test the change. Carry out a small-scale
study.
• Check. Review the test, analyze the results
and identify what you’ve learned.
• Act. Take action based on what you learned in the check

step: If the change did not work, go through the cycle again
with a different plan. If you were successful, incorporate
what you learned from the test into wider changes. Use what
you learned to plan new improvements, beginning the cycle
again.
DEMING`s “7 Deadly Diseases” for Management
1. Lack of constancy of purpose.

2. Emphasis on short term profits only.
3. Evaluation of performance, merit rating or annual
review.
4. Mobility of management.
5. Running a company on visible figures alone.
6. Excessive medical costs for employee health care.
7. Excessive costs of warrantees.
Joseph M Juran
• Based on three
processes.
• Control versus
breakthrough
• Project-by-project
improvement
Pareto Law
Crosby’s Concept of Zero Defect
Kouru Ishikawa * Basic tool of quality
1. Quality begins with education and ends with education
2. The first step in quality is to know the requirements of the
customer
3. The ideal state of quality control is when inspections is no longer
necessary
4. Remove the root causes, not the symptoms
5. Quality control is the responsibility of all workers and all divisions
6. Do not confuse the means with the objectives
7. Put quality first and set your sights on long-term objectives
8. Marketing is the entrance and exit of quality
9. Top management must not show anger when facts are presented to
subordinates
10. 95% of the problems in a company can be solved by the 7 tools of
quality
11. Data without dispersion information are false data.
14
Cause and Effect, Ishikawa or Fishbone
Diagrams (designed by Kauro Ishikawa)
• Illustrates multiple levels of potential causes
(inputs), and ultimate effects (outputs), of
problems or issues that may arise in the
course of business.
• May be confusing if too many inputs and
outputs are identified.
• An alternative would be a tree diagram,
which is much easier to follow.
WHAT’S 6 SIGMA?
• Understanding Six Sigma does not require any great skill or
background in statistics. In fact, “What is Six Sigma” can be
answered in various ways. In this chapter, we’ll concentrate
on defining Six Sigma as
1. A statistical measure of the performance of a process or a

product
2. A goal that reaches near perfection for performance
improvement
3. A system of management to achieve lasting business leadership
and world-class performance In exploring these definitions,
we’ll provide some insights into
why Six Sigma is such a powerful movement.
WHAT EXACTLY IS SIX SIGMA?
• Six Sigma is a smarter way to manage a business

or a department.
• Six Sigma puts the customer first and uses facts
and data to drive better solutions.
• Six Sigma efforts target three main areas:

• Improving customer satisfaction
• Reducing cycle time
• Reducing defects
Six Sigma Concept
Tools are integrated into a standard methodology designated by
the acronym “DMAIC” for define, measure, analyze, improve, and
control:
Define customers and requirements

Measure things critical to quality
Analyze baseline, opportunities,
objectives, and root causes
Improve the process
Control the process
WHAT’S NEW ABOUT SIX SIGMA?
1. Six Sigma is customer focused.

2. Six Sigma projects produce major returns on
investment.
3. Six Sigma changes how management operates.
Levels of Sigma Performance
'Long Term Yield'

(basically the
Defects Per
percentage of
Million 'Processs
successful
Opportunities Sigma'
outputs or
(DPMO)
operations)
%
99.99966 3.4 6
99.98 233 5
99.4 6,210 4
93.3 66,807 3
69.1 308,538 2
30.9 691,462 1
Example
Design limits of the process
Equipment specifications
Engineering Definition of Quality
The Transmission Example
Quality Improvement
• The transmission example illustrates the utility of this definition

• An equivalent definition is that quality improvement is the
elimination of waste. This is useful in service or transactional
businesses.
Quality and Global Competitiveness
*International trade known no boundary but subject to

customers choice and demand plus other factors like
political matter.
* Customers groups set their own quality of product that meet

their need. Customers in Europe and in Asia request
different quality and different specification
Organization for International Standard (ISO)
• ISO 9000 certification is well implemented by multinational

corporation.
• Well known in Europe and worldwide for continuous
improvement in quality products
• ISO 9000 provide documentation for quality system in a
series of manual to facilitate trade through supplier
conformance
• 70,000 firms achieve ISO registration by 1996
Comparison of international competitors
* Japan is the champion in global competitiveness

- Japan> German > Switzerland > Denmark > US
* Japan has highest standard of living (first indicator
of competitive status) as well as highest investment
rate (Japan=29%, US 22%) and highest school
days in a year among industrialized countries
(Japan=240 day, US=178 day)
* Other indicators of national competitive status are,
manufacturing productivity, investment and trade
* Keypoint is that Japan spend more on education
Q&A
© 2012 INSTITUTE OF TECHNOLOGY PETRONAS SDN BHD
All rights reserved. No part of this document may be reproduced, stored in a retrieval system or transmitted in any form or by any means (electronic,
mechanical, photocopying, recording or otherwise) without the permission of the copyright owner.

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Universiti Teknologi PETRONAS Engineers in Society VCB4043

Faculty of Engineering September semester, 2016

Introduction to Quality Control - Part I

© 2012 INSTITUTE OF TECHNOLOGY PETRONAS SDN BHD

 To realize what quality means (definition of quality).

 To know the most important quality pioneers and

Quality is “fitness for use” (Joseph Juran)

Quality is “conformance to requirements”

Quality is a dynamic state associated with products,

• Deming is perhaps the best-known quality pioneer.

• Plan. Recognize an opportunity and plan a

• Act. Take action based on what you learned in the check

1. Lack of constancy of purpose.

1. A statistical measure of the performance of a process or a

• Six Sigma is a smarter way to manage a business

• Six Sigma efforts target three main areas:

Define customers and requirements

1. Six Sigma is customer focused.

'Long Term Yield'

• The transmission example illustrates the utility of this definition

*International trade known no boundary but subject to

* Customers groups set their own quality of product that meet

• ISO 9000 certification is well implemented by multinational

* Japan is the champion in global competitiveness

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