BITS Pilani

Pilani Campus


Quality Control Assurance
& Reliability (ME
C443/MGTS C432)



Dr. Sharad Shrivastava
Department of Mechanical Engg.
What does the word quality mean to you?
Think about your past experiences staying at various
hotels. Did you stay at a quality hotel? What about the
experience made it a quality experience for you?

Think about a product you bought. How can you define its
quality?

Dimensions of Quality
Garvin (1987)
1. Performance:
Will the product/service do the intended job?
2. Reliability:
How often does the product/service fail?
3. Durability:
How long does the product/service last?
4. Serviceability:
How easy to repair the product / to solve the problems in
service?
Dimensions of Quality
5. Aesthetics:
What does the product/service look/smell/sound/feel
like?
6. Features:
What does the product do/ service give?
7. Perceived Quality:
What is the reputation of the company or its
products/services?
8. Conformance to Standards:
Is the product/service made exactly as the
designer/standard intended?
Quality in different areas of society
Area Examples
Airlines On-time, comfortable, low-cost service
Health Care
Correct diagnosis, minimum wait time, lower
cost, security
Food Services Good product, fast delivery, good environment
Postal Services fast delivery, correct delivery, cost containment
Academia
Proper preparation for future, on-time
knowledge delivery
Consumer Products Properly made, defect-free, cost effective
Insurance Payoff on time, reasonable cost
Military Rapid deployment, decreased wages, no graft
Automotive Defect-free
Communications Clearer, faster, cheaper service
6
Definitions of Quality
Transcendent definition (Those who hold
transcendental view would say, I cant define it, but I
know when I see it.): excellence

Product-based definition: quantities of product
attributes

User-based definition: fitness for intended use;
meeting or exceeding user expectations

Value-based definition: quality vs. price

Manufacturing-based definition: conformance to
specifications
ice
Benef its
Value
Pr

7
Modern Importance of Quality
The first job we have is to turn out quality
merchandise that consumers will buy and keep on
buying. If we produce it efficiently and economically,
we will earn a profit.

Though quality is an abstract perception, it has a
quantitative measure:
Q= (P / E ) , where Q=quality, P= performance(as
measured by the Mfgr.), and E = expectations( of the
customer).
Quality Assurance vs. Quality Control
Quality Assurance

Quality Control

An overall management plan to
guarantee the integrity of data
(The system)

A series of analytical measurements used
to assess the quality of the analytical data
(The tools)
8
Text Book
T1 Mitra A., Fundamentals of Quality Control and
Improvement, Pearson Education, 2nd Edition, 2001.
Reference Books
Gryna, F. M., Chua, R. C. H. and Defeo, J. A., Jurans Quality
Planning and Analysis for Enterprise Quality, Tata McGraw
Hill, 5th Edition, 2007.
Montgomery, D. C., Introduction to Statistical Quality
Control, John Wiley & Sons, 4
th
Edition, 2003.
Kapur, K. and Lamberson, L., Introduction to Reliability
Engineering, John Wiley & Sons, 2
nd
Edition, 1989.
Montgomery, D.C., Design and Analysis of Experiments,
John Wiley & Sons, 3rd Edition, 2000.
Mathews, P., Design of Experiments with Minitab, Pearson
Education, 1st Edition, 2005.

Lectur
e No:
Learning Objectives Topics to be covered Chapter
1-2


Introduction to Quality
Control and Total
Quality System,
Quality control in
service sector
Evolution of quality control, Quality,
Quality assurance, Responsibility for
quality, Total quality systems, Quality
cost, Quality and productivity, Service
industries and characteristics, Model for
service quality
Ch-1, Ch-
13)

Lectur
e No:
Learning Objectives Topics to be covered Chapter
3


Some philosophies and
their impact on Quality
Demings philosophy, Crosbys
philosophy, Jurans philosophy
Ch-2

Lectur
e No:
Learning Objectives Topics to be covered Chapter
4


Quality Management
practices, tools and
standards
Management commitment, QFD,
Innovative adoption and performance
evaluation, Tools for continuous
improvement, International standards
Ch-3

Lectur
e No:
Learning Objectives Topics to be covered Chapter
5-10


Fundamental of
statistical concepts and
techniques in quality
control and
improvement
Descriptive statistics, Probability
distributions, Inferential statistics,
Concepts in sampling.
Ch-4

Lectur
e No:
Learning Objectives Topics to be covered Chapter
11-18


Graphical methods of
Data presentation and
quality improvement
Frequency distributions and Histograms,
Run charts, Stem-and-leaf plots, Pareto
diagram, Cause-and-effect diagram,
Normal probability plot, Scatter diagrams,
Multivariable charts.
Ch-5

Lectur
e No:
Learning Objectives Topics to be covered Chapter
19-21


Statistical process
control using control
charts
Causes of variation, Statistical basis for
control charts, Selection of rational
samples, Analysis of patterns
Ch-6

Lectur
e No:
Learning Objectives Topics to be covered Chapter
22-25


Control chart for
variables
Selection of characteristics for
investigation, Control chart for mean and
range, Control chart for mean and
standard deviation, Other control charts
Ch-7

Lectur
e No:
Learning Objectives Topics to be covered Chapter
26-27


Control chart for
attributes
Charts for proportion nonconforming,
Charts for number of nonconformities,
Chart for number of nonconformities per
unit, Chart for demerits per unit.
Ch-8

Lectur
e No:
Learning Objectives Topics to be covered Chapter
28-31


Process capability
analysis
Process capability analysis, Process
capability indices, procedures for setting
tolerances on assemblies and components.
Ch-9

Lectur
e No:
Learning Objectives Topics to be covered Chapter
32-35


Acceptance sampling
plans for attributes and
variables
Types of sampling plan, OC curve,
Evaluating sampling plans, Lot by Lot
attribute sampling plan, other attribute
sampling plans..
Ch-10

Lectur
e No:
Learning Objectives Topics to be covered Chapter
36-37


Reliability Introduction to reliability, System
reliability, Reliability and life testing
plans


Ch-11

EC
No.
Evaluation
Component
Duration Weightage Date, time &
venue
Nature of
component

1. Mid sem 1.5 Hrs 30% Closed Book
2.
Quiz/Assignment/
Seminar/Report/Pres
entation
(OTHERS)
50 mins 30%
TAKE HOME or
CLASS
ASSIGNMENT
3. Compre. Exam. 3 Hrs 40% Partly open
and partly
closed book
EVALUATION SCHEME

Make up Policy: Make-up will be granted only to
genuine cases. For cases related to illness, proper
documentary evidence is essential. Prior permission
is necessary if student is out of station on the test
date.
Notices: Notice, if any, concerning the course will be
displayed on the Notice Board of Mechanical
Engineering Department.
BITS Pilani, Pilani Campus
Evolution of Quality Control
Middle ages and up to 1900: Operator Quality
Control
Production of goods and services were predominantly
confined to single person or a group
Volume of production was limited
Generally they are family owned business and hence
responsibility of maintaining quality was determined
by individual who is producing it
Controlling the quality of the product was thus
embedded in the philosophy of the worker because
pride in workmanship was widespread

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Evolution of Quality
Control contd..

Early 1900 to about 1920: Foreman Quality
control
Industrial revolution resulted in concept of mass
production
Resulted in principle of specialization of labour and
hence individual not responsible for producing whole
product
Lacked in sense of accomplishment in their work, but
become skilled at a particular accomplishment
But people are grouped together, where a supervisor
who directed that operation had the task of ensuring
that quality was achieved


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Evolution of Quality
Control contd..

1920 to 1940 : Inspection quality control phase
inspectors were designated to check quality of the
product after certain operations comparing it with
standards. If any problem, checked product is
reworked or discarded
Foundation of statistical aspects of quality control
were developed
W.A Shewhart developed control charts in 1924
H.F. Dodge and H.G. Romig was working on
acceptance sampling plan and its application was
started in late 1920s


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1940 to 1960 : Statistical quality control
Production requirements increased during World war
II and hence 100% inspection was not feasible

ASQC was formed in 1946 and developed sampling
inspection plans for military purposes MIL-STD-105A

In 1959, Inspection and Quality control handbook was
updated with multi-level continuos sampling plan as
well as topics in life testing and reliability
Evolution of Quality
Control contd..
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Evolution of Quality
Control contd..
1960 to 1970 : Total quality control
Gradual involvement of other departments and
management personnel in quality control process

Attitude of quality is responsibility of inspection
department started changing

Concept of zero defect which emphasized
productivity through worker involvement emerged

Use of Quality circles was started in Japan, which is
based on participative style of management
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Evolution of Quality
Control contd..
1970 to present : Total quality control Organization
wide
Involves participation of everyone in the company
from the operator to supervisor to manager to CEO
A quality system was evolved which is
Agreed on companywide operating work structure
Documented integrating technical and managerial procedures
Guiding the coordinated actions of men, machine and
information of the company
To assure customer quality satisfaction and economical cost of
quality
Expanded use of Ishikawa diagram
G.Taguchi introduced the concept of quality
improvement through design of experiments
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Evolution of Quality
Control contd..
1970 to present : contd..
Top management saw the need for the marriage of
quality philosophy to production in all phases from
determination of customer needs, product design and
customer service
Training program in SQC methods for all workers
With the wide use of computers, lot of quality control
software came and hence the emphasis on vendor
quality control, product quality audit were placed
In this phase, customer will reign supreme as the
determiner of acceptable level of quality
30
History of Quality Methodology

Current and future challenge: keep progress in quality
management alive

To sum up: A gradual transition


Statistical
Quality
Control
Quality
Assurance
Quality
Management
Quality Management
Quality Management
Quality Planning Quality Assurance Quality Control
Criteria driven Prevention driven Inspection driven
Quality Management System: Management system to direct and
control an organisation with regard to quality ISO 9000:2000
BITS Pilani, Pilani Campus
Quality - Definition
Juran (1974): Fitness for use
Crosby (1979): Conformance to requirements or
specifications
Garvin (1984)
Divides the definition of quality into 5 categories
Transcendent
Product-based
User-based
Manufacturing-based
Value-based
8 attributes can be used to define quality
Performance Features Reliability
Conformance Durability Serviceability
Aesthetics Perceived Quality
Mitra (2000)
Is the fitness of the product or service for meeting or exceeding
its intended use as required by customer
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Quality characteristics
Defined as the elements that define the intended
quality level of the product or service
Can be categorised into
Structural characteristics: Length, Viscosity, Strength
Sensory characteristics: Taste, smell, etc.
Time related characteristics: Warranty, reliability
Ethical characteristics: Honesty, courtesy etc.
Are of two types
Variables: Measurable and expressed on numerical
scale, Eg., Diameter, Resistance etc.
Attributes: If a characteristic is said to be conforming
or non conforming or that cant be measured
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Quality characteristics
contd..
Nonconformity
A quality characteristic that does not meet its stipulated
specifications
Eg. Thickness of plate: 5 +/- 0.1, but if it is 5.2, then
nonconformity
Nonconforming unit
A unit that has one or more nonconformities such that the unit is
unable to meet the intended standards and is unable to function
as required
Eg. A plate having both thickness and length failing to meet
specifications
Attribute
A quality characteristic is said to be attribute, if it is classified as
either conforming or nonconforming to a stipulated specification
A characteristic that cannot be measured
Variable can be attribute, but attribute cannot be variable
It results in economical measurement and time saving
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Aspects of Quality
Quality of design
Implies that the product or service must minimally possess to
satisfy the requirements of the customer
Design must be simplest and least expensive too
Influenced by such factors as the type of product, cost, profit
policy, demand, availability of parts and materials, product safety
etc.
Eg: Customer requirement for yield strength of a cable is
100kg/cm
2
The parameters that influence the yield strength would be
selected to minimally satisfy this requirement
In practice, the product is over designed with a safety factor k =
1.25, so the cable will be designed for 125 kg/cm
2

Increase in designed quality level will lead to increase in cost at
an exponential rate

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Aspects of Quality contd..
Quality of design
It implies that the product or service must be designed to
meet atleast minimally the needs of the consumer.
Design must be simple and inexpensive
QOD is influened by type of product, cost , profit policy of
the firm, deman for the product, availability of parts and
materials and product safety.

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Aspects of Quality contd..
Quality of conformance
Implies that the manufactured product or service rendered must
meet the standards selected in the design phase

With respect to manufacturing, it is concerned with the degree to
which quality is controlled from the procurement of raw material
to the shipment of finished goods
It consists of 3 broad areas:
Defect Prevention: deals with means to prevent the occurrence of
defects and is usually achieved using SPC techniques
Defect Finding: Done through inspection, test and statistical analysis
of data from the process
Defect analysis and rectification
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Aspects of Quality contd..
Quality of performance
Is concerned with how well the product functions or
service performs, when put to use
It measures the degree to which the product or
service satisfies the customer
It is a function of both quality of design and quality of
conformance
If a product does not function well enough to meet the
expectation of a customer or standards, then
adjustment need to be done in the design of
conformance phase
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Relation between QOD, QOC, QOP