Week 4

Management of
Quality, OPMT 620
By Amish Passi
 Land Acknowledgement
We acknowledge that the territories on which UCW and its
campuses are situated are the traditional, ancestral and unceded
territories of the xʷməθkʷəy̓ əm (Musqueam), Sḵwx̱ wú7mesh
(Squamish) and Sel̓ íl̓ witulh/səlilwətaɬ (Tsleil-Waututh) Nations.
We thank them for having cared for this land since time
immemorial, honour their graciousness to the students who seek
knowledge here, and iterate our dedication to valuing the ongoing
contributions of Indigenous peoples and communities.

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Areas of Focus
• Defining Quality
• Total Quality Management Systems
• ISO 9001 & ISO 14000 Quality & Environmental Management
Systems
• HAACP (Hazard analysis critical control point)
• Total Quality Management & Tools of TQM
• Statistical Process Control
• Control Charts

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What is Quality ??
Quality is the ability of a product or service to
consistently meet or exceed customer
expectations.
Quality control is monitoring, testing, and correcting
quality problems after they occur.
Quality assurance ensuring a products quality will
be good by preventing defects before they occur.

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Dimensions of Quality
Performance

Serviceability Aesthetics

Durability and
Perceived
Quality Special
features

Reliability Conformance
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 Quality Dimensions : Car
Dimension Examples
1. Performance Everything works, ride, handling, leg room
2. Aesthetics Interior design, soft touch, fit and finish, grade of materials
used
3. Special features
Convenience Placement of gauges and controls
High tech GPS, DVD player
Safety Antilock brakes, airbags
4. Conformance Car matches manufacturer’s specifications
5. Reliability No breakdowns in the first 5 years
6. Durability Long life, resistance to rust and corrosion
7. Perceived quality Top-rated car, e.g., Cadillac
8. Serviceability Warranty, handling of complaints, maintenance

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Benefits of Good Quality

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Failure Costs increase over time

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 Total Quality Management
Approach A philosophy
that involves
1. Find out what the customer wants everyone in an
organization in a
2. Design a product or service that
meets or exceeds customer wants continual effort
to improve
3. Design processes that facilitates
doing the job right the first time quality and
achieve
4. Keep track of results customer
satisfaction.
5. Extend these concepts to suppliers

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 PDSA Cycle – Tools of TQM

Figure 9-1

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Six Sigma Process – Tools of TQM

6 DMAIC

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 Six Sigma Methodology
Define Determine the customers and critical-to-quality
procedures.
Measure Identify and measure the quality problem, determine the
baseline sigma, and identify possible influencing factors.

Analyze Test the influencing factors and identify the vital few.

Improve Select the solution method, prove its effectiveness, and

implement it.
Control Develop process control plan.

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 Taguchi Quality Loss Function
The graphical
representation of
how an increase in
deviation from the
target value leads to
a faster rate of
increase in
customer
dissatisfaction.

USL : Upper Specification Limit

LSL : Lower Specification Limit
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Quality Certification : ISO 9000
ISO 9001 International Organization for Standardization
• Set of international standards for a quality management and
quality assurance system, critical to international business.
• Standards Council of Canada
• > 100 countries and 180 technical committees
• Documentation and assessment process takes 12 – 18
months for certification
• Re-register every 3 years
• Example : Toyota

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ISO 14000
ISO 14000 is a family of standards related
to environmental management. Mgmt. Systems

Instead of Quality it focusses on

environment. May take 6months – 2years Environmental
Operations
to achieve certification. Systems

Apple Inc.: The tech giant Apple has obtained

ISO 14001 certification for numerous facilities
and data centers to demonstrate its commitment
to environmental sustainability in its operations
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Hazard Analysis Critical Control
Point (HACCP)
A quality control system, like ISO 9001, designed for food processors.
Deals with food safety (biological, chemical, and physical hazards)
Main steps:
• Hazard Analysis: The initial process of identifying potential hazards that could
occur in a food business. Eg: hot liquids
• Determination of the Critical Control Points :A Critical Control Point (CCP) is
a point in the food preparation process where hazards can be reduced,
eliminated or prevented
• Creation of the HACCP Plan

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Statistical Process Control (SPC)
Steps
Take periodic
samples from
process

Compare to
predetermined
limits

If outside limits,
stop process and If inside limits,
take corrective continue process
action

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 Types of Variations
• Random variation: Natural variations in the output of
process, created by countless minor factors.
• Assignable variation: A variation whose source can be
identified.

Main task of
SPC is to
distinguish
assignable from
random
variation

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Example : SPC

You have a machine “ABC”

that fills up 500ml of juices
in a bottle…..

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Control Charts
• Purpose: to monitor process output to
distinguish between random and assignable
variation
• A time ordered plot of sample statistics (e.g.,
means) obtained from an ongoing process
• Upper and lower control limits define the
range of acceptable variation

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Control Chart Explained
Examples: Assignable Causes

Machine Malfunction

Human Error

Equipment changes

Software bugs

Design Changes

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Designing Control Charts
1. Determine a sample size

2. Obtain 20 to 25 samples

3. Establish and graph preliminary control limits

4. Plot sample statistic values on control chart

5. Are any points outside control limits (CL)?

a. NO b. YES
Assume no assignable cause Investigate and correct
Process is in control Process is out of control

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 Control Chart for Variables

Variables generate data that are measured.

Sample Mean control charts

Used to monitor the mean (centre) of a process.
X̅ charts
Sample Range control charts
Used to monitor the process dispersion (variation)
R̅ charts

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 X Bar Charts
we plot x-bar charts to keep an eye on the average (mean)
of a process over time.
This helps us ensure that the process is consistent and
within expected limits

The x-bar chart is a visual tool that allows us to quickly

identify any shifts or changes in the average value of a set
of measurements, helping maintain the quality and
stability of a process.

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 R Bar Charts
we plot R-bar (Range) charts to keep track of how much
the individual measurements within a group or sample
vary from each other
The R-bar chart helps us understand the consistency or
spread of data within a subgroup

Example : The ice cream machine malfunction

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UCL & LCL for Sample Mean
Chart

A2 can be obtained from Table 10–3

= Average of sample ranges
UCLx  X  A2 R
R Sample Range = maximum value –
minimum value LCLx  X  A2 R

x Average of Sample means = Grand mean

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Example
Twenty samples of n = 8 have been taken of the weight of a part. The
average of sample ranges for the 20 samples is .016kg, and the average
of sample means is 3kg. Determine three sigma control limits for
sample mean of this process.

Solution: Try it yourself

Example 10-3

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Table 10-3

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Solution
x  3, R  .016, A2  .37(for n  8, from Table (10 - 3)

´ + 𝐴2 𝑅=3 +.37 ( .016 ) =3.006 𝑘𝑔

𝑈𝐶𝐿 𝑥 = 𝑥

´ − 𝐴 2 𝑅=3 − .37 ( .016 ) =2.994 𝑘𝑔

𝐿𝐶𝐿 𝑥 = 𝑥

Example 10-3
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UCL & LCL for Sample Range
Control Chart
Sample range (R) control chart: the control
chart for sample range, used to monitor process
dispersion or spread.

UCL R  D4 R
LCL R  D3 R
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Example – UCL & LCL for R charts
Twenty-five samples of n=10 observations have been
taken from a milling process. The average of sample
ranges is .01 centimetre. Determine upper and lower
control limits for sample range.

Solution: Your Turn

Example 10-4

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Solution
R  .01cm, D3  .22 D4  1.78(for n  10, from Table )

UCLR = 1. 78(.01) = 0.0178cm

LCLR = 0.22(.01) = 0.0022cm

Example 10-4

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 Example:
Sample Mean and Range Charts Data from 15
O b s e r v a ti o n samples each
S a m p le 1 2 3 4 5 with 5
1 1 0 .6 8 1 0 .6 9 1 0 .7 8 1 0 .8 0 1 0 .7 1
observations.
2 1 0 .7 9 1 0 .8 6 1 0 .6 0 1 0 .7 5 1 0 .7 8
3 1 0 .7 8 1 0 .6 7 1 0 .8 4 1 0 .7 9 1 0 .7 2
4 1 0 .5 9 1 0 .7 3 1 0 .8 1 1 0 .7 8 1 0 .7 3
5 1 0 .6 9 1 0 .7 1 1 0 .7 9 1 0 .7 6 1 0 .6 7 Calculate sample
means, sample
6 1 0 .7 5 1 0 .7 1 1 0 .7 4 1 0 .7 2 1 0 .6 1
7 1 0 .7 9 1 0 .7 1 1 0 .6 9 1 0 .8 8 1 0 .6 0

8 1 0 .7 4 1 0 .7 8 1 0 .1 1 1 0 .7 4 1 0 .7 5
ranges,
9 1 0 .7 7 1 0 .7 7 1 0 .6 4 1 0 .6 4 1 0 .7 3
10 1 0 .7 2 1 0 .6 7 1 0 .7 1 1 0 .8 5 1 0 .7 1 grand mean, and
11
12
1 0 .7 9
1 0 .6 2
1 0 .8 2
1 0 .8 0
1 0 .7 6
1 0 .8 2
1 0 .6 6
1 0 .8 7
1 0 .7 1
1 0 .7 3
average of sample
13 1 0 .6 6 1 0 .8 2 1 0 .8 9 1 0 .5 4 1 0 .7 5 ranges.
14 1 0 .8 1 1 0 .7 5 1 0 .8 6 1 0 .8 0 1 0 .7 0

15 1 0 .6 6 1 0 .6 8 1 0 .6 4 1 0 .7 5 1 0 .7 3

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Example:
Sample Mean and Range Charts
Observations
Sample 1 2 3 4 5 Mean Range
1 10.68 10.69 10.78 10.80 10.71 10.73 0.12
2 10.79 10.86 10.60 10.75 10.78 10.75 0.26
3 10.78 10.67 10.84 10.79 10.72 10.76 0.17
4 10.59 10.73 10.81 10.78 10.73 10.73 0.22 Calculate sample
5 10.69 10.71 10.79 10.76 10.67 10.72 0.12 means, sample
6 10.75 10.71 10.74 10.72 10.61 10.71 0.14
7 10.79 10.71 10.69 10.88 10.60 10.73 0.27 ranges,
8
9
10.74
10.77
10.78
10.77
10.11
10.64
10.74
10.64
10.75
10.73
10.62
10.71
0.67
0.13
grand mean, and
10 10.72 10.67 10.71 10.85 10.71 10.73 0.18 average of
11 10.79 10.82 10.76 10.66 10.71 10.75 0.16
12 10.62 10.80 10.82 10.87 10.73 10.77 0.25 sample ranges.
13 10.66 10.82 10.89 10.54 10.75 10.73 0.35
14 10.81 10.75 10.86 10.80 10.70 10.78 0.16
15 10.66 10.68 10.64 10.75 10.73 10.69 0.10
Averages 10.73 0.22
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Example:
Sample Mean and Range Charts
Determine Control Limits
From
FromTable
Table10-3
10-3
Choose
Choosefactor
factorfor
forsample
samplesize
size
xxChart
ChartControl
ControlLimits
Limits
n A2 D3 D4
UCL
UCL==xx++A
A22RR
2 1.88 0 3.27
3 1.02 0 2.57
4 0.73 0 2.28
LCL
LCL==xx--A
A22RR 5 0.58 0 2.11
6 0.48 0 2.00
7 0.42 0.08 1.92
RRChart
ChartControl
ControlLimits
Limits 8 0.37 0.14 1.86
9 0.34 0.18 1.82
UCL
UCL == DD44RR
10 0.31 0.22 1.78
11 0.29 0.26 1.74
LCL
LCL == DD33RR

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Example:
Sample Mean and Range Charts
UCL A22RR10.728
UCL==xx++A 10.728.58(0.2204
.58(0.2204))==10.856
10.856
LCL A22RR10.728
LCL==xx--A 10.728--.58(0.2204
.58(0.2204))==10.601
10.601

10.800 Create x-bar Chart

10.780
10.760
and Plot Values
10.740
10.720
Means

10.700
10.680
10.660
10.640
10.620
10.600
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Sample

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Example:
Sample Mean and Range Charts
UCL==DD44RR ((22.11
UCL .2204))0.46504
.11)()(00.2204 0.46504
LCL==DD3 RR ((00)()(00.2204
LCL
3 .2204))00
0 .8 0 0

0 .7 0 0
Create R-chart
0 .6 0 0 and Plot Values
0 .5 0 0

R 0 .4 0 0

0 .3 0 0

0 .2 0 0

0 .1 0 0

0 .0 0 0
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
S a m p le

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 Interpretation
Variability Issue within Subgroups: The R-bar chart
indicates the range or variability within each subgroup. If
it is out of control, it suggests that the dispersion or
spread of values within individual samples is not
consistent.

Changes in Material or Equipment: Variability within

subgroups might be influenced by changes in raw
materials, equipment settings, or other factors within the
production process.

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Thank You

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