MODULE 5

QUALITY CONTROL
Quality means performance standard or meeting customers needs.
Quality means the degree to which a specific product satisfy a particular class of
consumers
According to American Society of quality control, "Quality is the totality of
features and characteristics of a product or services that bear or its ability to
satisfy a given need
QUALITY CHARECTERISTICS OF GOODS AND SERVICES
1. Conformance to Specifications: This measures how well the product or
service meets the targets and tolerences determined by its designers
2. Performance: Performance refers to a products primary operating
characteristics
3. Features: Features are those characteristics that supplement their basic
functioning
4. Fitness for use: A product should perform its intended function or use.
5.Value for price paid: This is a definition of quality that consumers often use
for product or service usefulness.
6. Reliability. This characteristic of quality reflects the probability of a product
malfunctioning or falling within a specified time period.
7.Durability: Durability is concemed with the life of the product and has both
economic and technical dimensions.
8. Support services: Support services provided are also considered to judge the
quality of a product or service.
9. Serviceability: Another important characteristic of quality as serviceabilly, or
the speed, competence, and ease of repair.
10.Psychological criteria: Different factors contribute to the evaluation, such as
the atmosphere of the environment or the perceived prestige of the product.
11.Aesthetics: Aesthetics-how a product looks, feels, sounds, tastes, or smells-is
clearly a matter of personal judgment and a reflection of individual preferance.
QUALITY PLANNING
Quality planning, is a structured process for developing products, both goods and
services that ensures that customer needs are met by the final result.
quality planning is defined as part of quality management focused on setting the
quality objectives and specifying the processes, as well as the resources necessary
to meet these objectives.
COST OF QUALITY
1. Prevention Costs: This is the costs of all activities incurred to prevent poor
quality in products or services.
2. Appraisal Costs: This is the costs associated with measuring, evaluating or
auditing products or services to assure conformance to quality standards and
performance requirements.
3. Failure Costs: This is the costs that result from poor quality, such as the cost
of fixing bugs and the cost of dealing with customer complaints.
STEPS IN QUALITY PLANNING AND CONTROL
Step 1: Defining quality characteristics: These quality characteristics are
directly related to the product or services design specifications. The most
common quality characteristics include:
Functionality: whether the product performs its desired function
Appearance: whether the physical aspects are attractive
Reliability: the ability of the product or service to perform continuously
Durability: the total life expectancy
Serviceability: the ability for the organization (or third party) to repair the
product or service
Step 2: Measurable quality characteristics: After determining quality
characteristics it should be expressed in measurable terms.
Step 3. Set quality standards: each defined quality characteristics of the product
should have set standards.
Step 4. Analysing: Determine whether the product or service satisfies realistic
quality standards by analysing them.
Step 5. Rectification: organization should identify and correct causes of poor
quality.
Step 6: Continuous monitoring: Improvement of products and services is based
on performance measurement.
STATISTICAL QUALITY CONTROL
Statistical Quality Control (SQC) is the term used to describe the set of statistical
tools used by quality professionals.
1 Descriptive Statistics
2. Statistical Process Control (SPC)
3.Acceptance Sampling
1. Descriptive Statistics: Descriptive statistics involves describing quality
characteristics and relationships. This includes statistics such as mean, standard
deviation, the range and the measure of distribution of data.
2. Statistical process control (SPC): This involves inspecting a random sample
of the output from a process
3. Acceptance sampling: This is the process of randomly inspecting a sample of
goods and deciding whether to accept the entire lot based on the results.
Advantages of statistical quality control
1 provides a means of detecting error at inspection,
2. It leads to more uniform quality of production
3 improves the relationship with the customer
4. Itreduces inspection costs
5. It reduces the number of rejects and saves the cost of material
Descriptive statistics
1. The mean: it measure the central tendency of a set of data.
2. Measures of variability: it tell us how spread out the data is around the
mean.
3. Distribution of data: it is used to measure quality characteristics is the
shape of the distribution of the observed data.
CONTROL CHARTS
Control charting is one of the tool of statistical quality control (SQC). It is the
statistical approach to study the manufacturing process variations for the purpose
improving the effectiveness of the product.
Elements of a Control Chart
 A central line
 An upper control limit
 A lower control limit, and
 Process values plotted on the chart
Uses of Control Charts

 It is a proven technique for Improving productivity

 effective in defect prevention
 it prevents unnecessary process adjustments
 provides diagnostic information
 It provides information about process capability
Types of control chart
1. X Chart: it is a simple control chart.it is designed to be used in variables
data.it measure the length of an object, the time it takes to complete a
process, or the number of objects produces per period.
2. Range (R) chart
It is another type of control chart for variables. It monitor the dispersion
or variability of the process.
SEVEN TOOLS OF ANALYSIS
1. Control chart: It also called shewhart chart, a statistical control chart.it
used to study how a process changes over time.
2. Pareto chart:
it is a quality improvement tool that is based on pareto principle. The
principle states that 80% of an outcome comes from 20% of its inputs. And
also it described thde irregular distribution of wealth among population.ie,
high share of the total wealth is owned by only a small percentage of the
population. A Pareto chart is a combination of both bar graph and a line
graph
The 80/20 rule
It forms out that this 80/20 rule can be applied to many different systems

 In transportation, 80% of the delays might result from 20% of the

possible causes
 In business, 80% of the revenue might come from 20% of the
customers or 20% of the products
 In a manufacturing process. 80% of the downtime might result from
20% of the problems
Benefits of Pareto Analysis
1. It is an effective tool for communication with stakeholders
2. It enhances organizational efficiency
3. It helps to determine the most significant causes of a problem
4. It enhances problem-solving skills
5. It is a visual presentation tool
Limitations of Pareto Analysis
1. The Pareto analysis relies on past records.
2. The Pareto analyasis does not define the root cause of a problem. It
demonstrates the frequency of occurrence
3. Sometimes one Parsto Analysis cannot be enough For multiple causes and
problems, multiple Pareto charts may be required
3. ISHIKAWA DIAGRAM
The ishikawa diagram was developed by Kaoru ishikawa.It is a way of measuring
quality control processes in the shipbuilding industry.Ishikawa diagrams are
sometimes referred to as fish bone diagrams.it resemble a fish skeleton, with the
"ribs" representing the causes of an event, The purpose of the Ishikawa diagram
is to allow management to determine which issues have to be addressed in order
to gain or avoid a particular event.
Steps Involved in Ishikawa Diagram

Step 1: Identify the Problem:

Step 2: Work Out the Major Factors Involved
Step 3: Identify Possible Causes:
Step 4. Analyze the Diagram.
Benefits of ishikawa Diagram
1. Constructing a Fishbone diagram is straightforward and easy to learn.
2. The Fishbone diagram is primarily a visual tool for organizing critical thinking
3. it provides education to the whole team
4 Using the Ishikawa method to explore root causes and record them
5. It promotes "System Thinking" through visual linkages
6. It also helps prioritize further analysis and corrective actions
Limitations of a Fishbone Diagram
1. A fishbone diagram does not single out the root cause of the problem ,because
all causes look equally important
2. Effort can be wasted on identifying causes that have little effect on the problem
3. A fishbone diagram is based on opinion rather than evidence
4. This process democratically selects the cause, which is not an effective process
5. If the discussion is not controlled, it will lead to incorrect results
4. Histogram
Histogram is a graph that represents the frequency of items falling into different
categories of a given population or sample.it used to show frequency
distributions.
Characteristics of histogram
 It represent categorization of continous data
 There is no gap between bars
 The width of the group is equal
5.Flowchart
It is the pictorial representation of a process.flow charts shows the logical steps
in a process and how various elements within a system related. They can be used
to determine and analyse potential problems in quality planning and quality
control.
6.scatter diagram
Scatter diagrams plot two variables. The independent variable and dependent
variable. It used to determine the relationship or correlation between two
variables.
7. stratification
It is a method of dividing data into sub categories and classify the data on
groups,vision class or levels.
QUALITY CIRCLES
Quality Circles can be described as a small group of employees of the same work
area doing similar work that meets voluntarily and regularly to identify, analyse
and resolve work related problems. the group size should be seven or eight.
Characteristics of Effective Quality Circles
1.The atmosphere should be informal comfortable and relaxed
2 Everyone should participate.
3. The objectives should be clear to the members.
4 The members should listen to each other
5. The group should feel comfortable even when there are disagreements
6. The decisions should generally be taken by a consensus.
7. When an action is required to be taken, clear assignments should be made and
accepted by all the members
8. The leader should not dominate the group. The main idea should not be as to
who controls but how to get the job done
9. Until a final solution is found and results are attained feedback is necessary
Method of Operation
1. Voluntarily
2 Regularly
3. In normal working time
4. Under the leadership of their supervisor
Objectives of QC
1.Utilise human resources effectively.
2.To improve quality of products/services
3. To satisfy the workers psychological needs
4. To improve various supervisory skills
5.To utilise individual imaginative, creative and innovative skills
6.To make use of the knowledge and skills of the workers
7.To develop good relations between workers and managers
Quality Circle Process
Plan
Do
Check (monitor)
Act (improve)
Techniques of Quality circle
 Brainstorming process: a complete and free environment is creatred
where employees can express all their ideas.
 Cause and effect: members are asked to find out the causes for the
identified problem.
 Sampling and charting methods: observe the events and list on a chart
on sequence.
Benefits of Quality circle
 Self development: persons join this group gets trainingto increase
knowledge and skills
 Job satisfaction: people feel sense of pride when opportunities are given
 Reduction of waste: eliminating the waste of materials and labour time
 Improvement of quality:
 Improvement of communication: it through group activities
 Improve participation: it through interaction with the work group
 Improvement in productivity
 Problem solving opportunities
 Team spirit
 Reducing absenteeism and complaints
Limitations of quality circle
 Resistance: people resist change fearing
 Lack of time:employees are always busy with their routine jobs and have
no time to attend quality circle.
 Lack of ability: workers have low level of education and initiative.
 Lack of management commitments: lack in support of top managers
 Non implementation of suggestions
 Negative attitude