CII

QUALITY TOOLS

INDEX

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CII

EVOLUTION OF QUALITY
Day by day living Standard of human beings has been improving, in
the same direction needs of Customer are also improving.
Yesterdays good Quality may be out dated for today.
E. g. Mobile phones: Initially cell phones were very bulky, had limited
usage & were very costly and its development was also very slow.
Nowadays mobile phones are available with more & more
applications / services, have unlimited varieties & at a cheaper rate
with reduced operating cost.
We found day wise evolution in the cell phone.
CONTINUAL IMPROVEMENT: It means Improve & sustain that
improvement then again improve & sustain the improvement and so
on.

CII

DEFINITION OF QUALITY
Over the period of time, definition of Quality has been changed.
1. Initially Quality means Fitness for the Purpose / Use
2. Getting desired output, fulfilling the buyers requirement / needs
from product / service without any interruption.
3. Value for Money
4. Meeting more than expectations of the Customer
5. Customer Delight
6. Degree to which a set of inherent characteristics fulfills the
Requirements (This definition is as per IS / ISO 9000: 2005
standard)

CII

WHY QUALITY ?
The customer is a King & the purpose of our work is to provide a
product or service that satisfies customers.
Customer are
The most important people in any business.
Not dependent on us, but we are dependent on them.
Not an interruption of our work, they are purpose of it.
A part of our business, not outsiders.
Without customer, business can neither be survived nor be prospered.
Satisfied customers build our reputation / brand, which helps to get
new / repeated business.

CII

WHY QUALITY ?

CII

Initially most of the Manufacturers wrongly thought that implementation of

Quality means extra cost. But now there is a paradigm shift in this thinking. Now
Quality means less Cost & more Speed. With improved quality we are doing
Right at the First time; thereby reducing rework / eliminating rejection. So now
Quality is a cost saving & customer satisfaction tool.
Quality is a new competitive weapon.
Best example is that of evolution of color TV: In 1980 black & white TV had a
cost of Rs 5000/- & now color TV with much superior pixel quality & added
features cost at only Rs. 3000/- with multiple choices readily available in the
market.
How is it possible ?
Improvement in material & processes.

CII

QUALITY CONCEPT
Understanding requirements of customer
Voice of Customer
Quality Parameters
Cost of Quality
Competitive Benchmarking
Statistical Concepts: Measurement
Collection of Data
Quality Inspection

CII

QUALITY CONCEPT

Understanding requirements of customer

Stated, Unstated & Assumed Needs Every time customer will not tell
each of his / her requirement, but we have to understand it.
E. g. Travelling by plane
Stated need: Travel from one place to other. This is the basic need
Unstated need: Plane leaves on time & reaches the destination on time.
There are no long queues to get the boarding passes, No waiting time to
collect luggage at destination airport, etc. There are More the Better
category type of needs.
Assumed or Implied Needs: Breakfast / Tiffin, beverages are served, Flight
crew welcomes the passengers warmly, etc. These are latent needs.
Analysis of Customer needs must be done. It is very important to
understand & capture all genuine needs & expectations of Customers.
To understand the Customer needs & act upon it to enhance the customer
satisfaction, every company has Marketing, Research & Development
Department and other Customer care centers.
$

CII

QUALITY CONCEPT
Types of Customers
1.

Internal Customer The person within the company who

receives the work of another & add his / her contribution to the
product / process before passing it to some one else.

2. External Customer The people outside, who are the end users
of a companys product / service.
a. Primary Customer - Original Equipment Manufacturers (OEMs),
who are final product sellers.
b. Secondary Customer - Buyer from OEMs, direct product users
We should never differentiate between domestic & international
customers - All should be treated with equal importance.

CII

QUALITY CONCEPT
Voice of Customer
Product / Service related feed back or complaint by Customer in any
form is a Voice of Customer.
More than 50% customers don'
t complain but change the supplier.
As per experience - Voice of customer is heard by front line team but
doesn'
t get effectively passed on to the company.
E. g. People not like to travel by State Transport (ST) buses, so they
travel by private tourist buses but nobody goes to ST office to register
his / her complaint.

QUALITY CONCEPT
Voice of customer
Companies are capturing Voice of Customer by following channels
Customer Care Centers
Toll Free phone numbers
E- mails
SMS
Different types of surveys
Capturing Customer voice & acting upon it with a feedback close loop
is very crucial.

CII

QUALITY CONCEPT
Quality parameters
Specifications: Customer requirements are translated by Design
departments in the form of Specifications as per Drawings, Data
sheet, Technical instructions, Material instructions.
Some specifications are very crucial and must be met without any
deviation.
Tolerance: Though tolerances are given for Specification, one must
keep process / product parameters well within the Tolerance.
To take care of Central tendency the process / product specification
must be Accurate, i. e. Mean value must be same or near to Target
value.
To reduce variability, the process / product specification must be
Precise, i. e. Internal tolerance should be as small as possible. It
ensures that nothing is produced out of specification even in case of
extreme situations.
Measuring gauges should be such that they have least count of less
than 10% of the Tolerance.

CII

CII

Translating Customer requirements into Process parameters

"

QUALITY CONCEPT
Cost of Quality
It is also termed as COPQ (Cost of Poor Quality)
Poor quality is always expensive for the company.
Following factors are essential to reduce the cost
Reduce the waste
Reduce the rework
Prevent product failure at customer end

CII

CII

QUALITY CONCEPT
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QUALITY CONCEPT
Cost of Quality

1. Prevention Costs:- The costs of activities

specifically designed to prevent poor quality in
products or services.
E. g. Cost incurred on Training
2. Appraisal costs: The costs associated with
measuring, evaluating, or auditing or servicing to
assure conformance to quality standards and
performance requirements.
E. g. Salary of Quality Assurance Engineers /
Operators

CII

Cost of Quality

CII

QUALITY CONCEPT

3. Failure costs: The costs resulting from products or

services not conforming to requirements or
Customer/ user needs-that is, the costs resulting
from poor quality. Failure costs are divided into
internal and external failure cost categories:
3a. Internal failure costs: Failure costs which occur
prior to delivery or shipment of the product, or the
furnishing of a service, to the Customer.
E. g. Segregation / Rework cost
3b. External failure Costs: Failure costs which
occur after shipment of the product, or during or
after furnishing a service, to the Customer.
E. g. Sales Return

CII

QUALITY CONCEPT
Cost of Quality

If Quality is built in the Product, a lot of Failure cost &

Appraisal cost is eliminated.
Generally for 15% of turnover is the Cost of Poor
Quality if rejection level is to the tune of 30%.
However Cost of Poor Quality is reduced to less than
5% when rejection level is only 0.00034%. This small
cost of Quality is mainly due to Prevention cost, i. e.
training cost to build competency & more awareness
about Quality.
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CII

QUALITY CONCEPT
Competitive Benchmarking
Benchmarking:
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QUALITY CONCEPT
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QUALITY CONCEPT
Measurement A scaled observation
We collect data for measurement. These data from samples when arranged
properly show some patterns which help us to predict about population.
Data are of two types:
Variable Data & Attribute Data

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9 When a record is made of an actual measured quality characteristics , such

as a dimension expressed in hundredths of mm, the quality is said to be
expressed in variables.
It is also known as Continuous Data i.e. data which can be measurable and
can assume any value over some interval. These are real numbers. They are
continuous in nature.
Examples:
-Dimension of a part measured (Diameter of a shaft)
-Temperature in degree centigrade.
-Weight in Kg etc.
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CII

CII

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9 When a record shows only the number of articles conforming and

the no. of articles failing to conform to any specified requirements.

These are counted values and are whole numbers.
It is also known as Discrete Data i.e. data which can be measurable
and can assume certain distinct values( integer values) .

Examples:
-The no. of defective pieces found in a sample.
-No of Cracks in sheets.
-No of pieces got accepted based on GO-NOGO Gauge.
-No of packing boxes

CII

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No of sheets rejected

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ATTRIBUTES !!

CII

=.*&.:6
Variables

Attributes

Real Numbers
Measured values
Continuous

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Whole numbers
Counted values
0 or non fractional
+ ve values

CII

It is important to measure correct data, in correct

quantity and measurement should be flawless.
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QUALITY CONCEPT
Quality Inspection
Sampling Inspection
100 % Inspection
Audits
Why Quality Inspection ?
To ensure the raw material, in-process & Finish goods parameters
as per design.

CII

CII

QUALITY CONCEPT
Sampling Inspection
Random, stratified.
Sampling inspection is a technique for assessing the Quality of a lot
comprising of a large number of articles, by inspecting only some of
them. The group of articles chosen for inspection is called a Sample
This Sample is representing the quality of the whole lot.
This inspection is a assumption of a lot , there
Why sampling ?
To predict the quality level of the population

CII

QUALITY CONCEPT
Accuracy & Reliability of Data Measurement
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CII

QUALITY CONCEPT
100 % Inspection
Cent percent inspection means, the inspection of each & every piece.
This type of inspection is expensive & time consuming but advantage
of complete Quality assurance.
Now a days many of the Excellence companies are doing 100%
inspection of in-process & final product by automated methods (not
manual intervention)
This way 100% inspection are doing in low cost & less time.
Audits
In-process Audits
Pack Audits

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CII

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Example: Normally rain comes on 7th June every year.
If we take records of past 30 years, mean date of
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68 times, rain is expected between 1st & 14th June..
95 times, rain is expected between 23rd May and 21st
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20

QUALITY CONCEPT
PDCA cycle -

CII

QUALITY CONCEPT
PDCA cycle
Plan : Recognize Problem
Define Problem
Analyze Problem
Determine Possible Causes
Identify Possible Solutions
Do :

Implement Solution

Check : Evaluate Solution

Act : Ensure Performance
Continuous Improvement

CII

QUALITY TOOLS
7 QC Tools
Check Sheet
Pareto Diagram
Histogram
Control Chart
Cause & Effect Diagram
Scatter Diagram
Stratification

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CII

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CII

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96

CII

Weld Missing

26

Dent

11

Ovality

21

Fitment NG

16

Other

CII

Weld Missing

26

Ovality

21

Fitment NG

16

Dent

11

Other

CII

Weld Missing

26

(26/80)=33%

Ovality

21

(26+21)/80=59%

Fitment NG

16

(26+21+16)/80=79%

Dent

11

(26+21+16+11)/80=93%

Other

(26+21+16+11+6)/80=100%

Total Sum

80

CII

"

! "

Pareto Chart
100

26

79

Numbers

25

21

20

80
60

16

15
10

93

59

100

11

33

40
6

20

0
Weld Missing

Ovality

Fittment NG

Dent

Other

Percentages

30

CII

#$%

"

"

%
%

'

Cracks

298

Scaling

1266

435

Unfilled
Cavity
Grinding NG

684

Plating NG

1372

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CII

"

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102

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'

DB

Humidity %

V1
40
46
45
49
51
54
54
57
59
60

10
20
30
40
50
60
70
80
90
100
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) $
V2
43
43
43
45
47
51
52
55
57
58

Voltage
V3
41
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43
48
50
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51
54
56
57

(
V4
42
46
44
49
51
52
55
58
59
58

V5
40
44
43
46
49
53
53
58
57
58

CII

60

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% D e fe c tiv e s S tr a tifie d s u p p lie r w is e

%
D e f e c t iv e
s

30
20
10
0

10
A

25

15

C
S u p p lie r s

5
D

30

Shops

15
20

O th e r s

25
W e ld in g
shop

G ear shop

10

P re s s s h o p

40
30
20
10
0

M a c h in e s h o
p

% A c c id e n t s

CII

% A c c id e n ts S tr a tifie d S h o p w is e

MODERN QUALITY TOOLS

Kaizen
TPM

CII

5S

How to evaluate any Company?

5 S is the foundation

CII

CII

;
- A Seiri F H Seiton -

( "%
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K (%

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9 H Seiso -

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1S
1 S: Seiri - Sort (Clean Up)

1S: is an ACTION to identify and eliminate all

unnecessary items from your workplace.

Keep what is useful & required

Remove what is not useful & not required

CII

1 S - Sort

Example : Wet to Dry; Nothing on the floor and gangways

CII

1 S - Sort

Example : Wet to Dry; Only wanted items

CII

Red Tag Campaign:

Purpose: To remove Muda

CII

1 S Sort: Advantages
)

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2 S Systematize (Organize)
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2 S Systematize
Example: Pre decided Places

Before

After

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2 S Systematize
Example: Pre decided Places

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3 Seiso Sweep - Examples

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3 Seiso - Sweep

Example: Laboratory Floor

CII

3 Seiso Sweep Advantages

Avoid break down of machines
Less down time of machines
More operating efficiency
More Productivity
Less production cost

CII

4 S Seiketsu - Sanitize
4S Seiketsu Sanitize: is a CONDITION

where high standard of good housekeeping

is maintained so that there is no dust and
rust anywhere

CII

4S Seiketsu - Sanitize
Examples

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CII

5 S Shitsuke Self Discipline

5 S Shitsuke Self Discipline is a CONDITION where all members
practice the 1S to 4S spontaneously and willingly as a way of life.
Accordingly it is a CULTURE.
Shitsuke: Do things better by yourself
By practicising good housekeeping one can achieve 1S to 4S.
If we do 1S to 4S on long term basis: 5S Culture is developed.

5 S Shitsuke Self Discipline

Example: Take ownership & make improvements

CONFERENCE HALL AFTER THE MEETING IS OVER: CHAIRS AT PROPER PLACE,

NO LOOSE PAPERS ON THE TABLE

CII

CII

5 S Shitsuke Self Discipline

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CII

MODERN QUALITY TOOLS

Modern Quality Tools
5S
Kaizen
TPM
Quality Circle / Small Group Activity

MODERN QUALITY TOOLS

Kaizen
O

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CII

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THE 7 Wastes

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"

CII

CII

"

Shortage of a
Tool
bit/Socket

Small
bag
for small
part and
tool bits

CII

"

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"

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"

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CII

"

$%

CII

Before installing pipe on product

make a lot of pipes on preparation
table

Only one is necessary

for product
Within one cycle to
make only necessary
quantity

CII

CII

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!
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Installation of bolt and screw (Two types of head)

Worker uses two kind of air tools

Improvement of air tool

Combining / modifying to use both

without changing the tool head

CII

CII

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CII

MODERN QUALITY TOOLS

TPM

TPM history in Japan

Breakdown Maintenance Before 1950
Preventive Maintenance - 1951
Total Productive Maintenance - 1971

TPM introduced by Japan Institute Of Plant Maintenance

%

CII

MODERN QUALITY TOOLS

What is TPM ?

Total : All Department, All Employee

Productive : Same or less input with increase in the Output
Maintenance : On same or better condition

MODERN QUALITY TOOLS

TPM OBJECTIVES
Zero Defects, Zero Breakdown and Zero accidents
Involve people in all levels of organization.
Taking Ownership
Self Maintenance (Home Doctor concept)

Make Operator Expert

CII

MODERN QUALITY TOOLS

TPM OBJECTIVES
Old Concept :
I am operating & You will maintain
New Concept :
I am operating & I will maintain

Change in Mindset & Culture

CII

CII

MODERN QUALITY TOOLS

4
'*

@ B B G
'*

B
%$

CII

MODERN QUALITY TOOLS

Direct benefits
* Increase productivity.
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MODERN QUALITY TOOLS

Indirect benefits
* Higher confidence level among the employees.
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CII

MODERN QUALITY TOOLS

"

;
+

:
/

Production

/
/ 88888888
Maintenance

Maintenance does not know

its job

They (Production) dont

know how to operate

They take too long to fix the

equipment

We get lot of repairs so we

dont have ample time to do
a real corrective action and
are forced to only do
disposition

This equipment is so
antiquated, no wonder it
breaks down
We are too busy to do vital
daily checks

We repair the standards, but

they dont do the checks

CII

CII

MODERN QUALITY TOOLS

# '

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MODERN QUALITY TOOLS

8 B

CII

MODERN QUALITY TOOLS

*%

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MODERN QUALITY TOOLS

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CII

MODERN QUALITY TOOLS

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MODERN QUALITY TOOLS

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MODERN QUALITY TOOLS

9
9

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CII

MODERN QUALITY TOOLS

+ +
Q O

/ ,
4

.
SS

CONCEPT OF TQM
Concept of TQM
TQM is not a software to install & use, it is like a plant, which grow
how you nurture. This is a Quality culture making activity.
TQM is an activity which is promoted with Customer focus, System
approach, In Scientific way across the Company to fulfill customers
expectations, through its products and services.
TQM provides a system of method on how to realize the principles of
customer focus.
-System approach means, It should be
- Effective
- Efficient &
- Speedy

CII

ISO 9001 (QMS)

CII

What is ISO ?
ISO means International Organization for Standardization, which is making
common system internationally. If we want to do business globally, this
certification is preferred. There are different types of standards like 9001,
14001, etc.
Evolution of ISO:
After second world war, there was a huge recession in Industries all over the
world. There was a need to improve Quality. First challenge was to have
common vocabulary for all countries so that all will speak in a common
language.
Series ISO 9000 is germinated from British military standard 5750.
First version: ISO 9001: 1987 established in year 1987
Decided to meet every 5 years to revise the standrad.
Second version: ISO 9001: 1994 established in year 1994
Third version: ISO 9001: 2000 established in year 2000
Fourth which is the current version: ISO 9001: 2008 established in Year 2008

ISO 9001 (QMS)

QMS i. e. ISO 9001: 2008 Certification:

This is a third party system certification. It is not a Product certification.
It is an Assurance to customers that systems are in place.
Every 3 Years Recertification audits are conducted. Every six monthly or
annually Surveillance audits are conducted.

CII

ISO 9001 (QMS)

ISO 9001 standard is Quality Management System
Requirements
ISO 9000:2005 definition:
1) Quality: degree to which a set of Inherent
characteristics fulfils requirements
2) Quality management: coordinated activities to direct
and control an organization with regard to quality
3) System: Interlinkages of Processes
Process Definition

Inputs

Controls

Activity
Resources

Controls

Outputs

CII

CII

ISO 9001 (QMS)

Quality Management Principles
Customer Focus
Leadership
Involvement of People
Process Approach
System Approach
Continual Improvement
Factual Approach to Decision Making
Mutually Beneficial Supplier Relationship

ISO 9001 (QMS)

Structure of Quality Management System Requirements i. e.
ISO 9001: 2008 standard:
It has 8 clauses as given below:
Introduction
1. Scope
2. Normative Reference
3. Terms & Definitions
4. General Requirement
5. Management Responsibility
6. Resource Management
7. Product Realisation
8. Measurement, Analysis & Improvement

CII

CII

ISO 9001 (QMS)

C
U
S
T
O
M
E
R

Quality Management System

Continual Improvement
R
E
Q
U
I
R
E
M
E
N
T

Management
Responsibilities

Resource
Management

Measurement , analysis
Improvement
Product
Realisation

S
A
T
I
S
F
A
C
T
I
O
N

C
U
S
T
O
M
E
R

Product

ISO 9001: 2008 Standard: Diagrammatical Representation

ISO 9001 (QMS)

The Quality manual :

A manual contains typically the quality policy, and a brief
outline of the quality systems, and making a reference to the
quality systems. Procedure. Sometimes the manual contains
all the procedures

Document what you are doing & Do as per documented

CII

ISO 9001 (QMS)

*

Apex
Manual
Departmental
Manual Procedures
Work Instructions
Forms

External
Documents

CII

ISO 9001 (QMS)

Document:
Information and its support medium

Record:
Document stating the results achieved or providing
evidence of activities performed. There are 19 types of
mandatory Records as per ISO 9001: 2008 standard.

Procedures : Which describe what is being done and why,

by whom, where, when, and how.

There are 6 mandatory Procedures as per ISO 9001: 2008

standard.

Work instructions : Which direct the personnel in the single

activity and are subordinate to procedures. Such instructions

may be required for specific tasks, processes or operations.

CII

ISO 9001 (QMS)

Internal Audits & Management Review meeting must
be conducted.
External Audit:
Stage I Audit: It is mainly documentation Audit
Stage II Audit: It is a Certification Audit.
Then every 6 monthly or at yearly frequency
Surveillance Audits are conducted.
After every 3 years, Surveillance audit is conducted.
Basically ISO 9001 is a System Certification & Not a
Product certification.

CII