lgb 20503 section 2 quality planning
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8/17/2019 LGB 20503 Section 2 Quality Planning
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QUALITY MANAGEMENTQUALITY MANAGEMENTLGB 20503LGB 20503
Lecturer:Fauzuddin AyobB. Eng Marine Eng;M. Eng Materials Sc & Eng
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SECTION 2 –SECTION 2 – Quality Planning ProcessQuality Planning Process
Mn"in" (or )ulit! #*es e+tensi,e use o( tree su&#n"eril ro&esses/
Qulit! lnnin"
Qulit! &ontrol
Qulit! i#ro,e#ent
Tese ro&esses re no1 *no1n s
te urn trilo"!.4
Te urn trilo"! %i"r#
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SECTION 2 –SECTION 2 – Quality Planning ProcessQuality Planning Process
Sub-Topics:
6 7e(inition o( Qulit! 'lnnin"
6 Qulit! 'lnnin" 'ro8le#
6 Qulit! 'lnnin" $olution
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DEFINITION OF Q!"IT# P"!NNIN$
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
Lesson 'ln 9
Q:B se&t . 3
“Quality planning,” is a structured process for developing products (both
goods and services) that ensures that customer needs are met by thefinal result .
Te tools and methods o( )ulit! lnnin" re in&ororte% lon" 1it
te te&nolo"i&l tools (or te rti&ulr ro%u&t 8ein" %e,eloe% n%
%eli,ere%.
7esi"nin" ne1 automobile re)uires uto#oti,e en"ineerin" n%
relte% %is&ilines; %e,eloin" n e((e&ti,e care path for juvenile diabetes
1ill %r1 on te e+ert #eto%s o( se&ili
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T&E Q!"IT# P"!NNIN$ P'O("E)
__________________________________________________ Lesson 'ln 2
Q:B se&t . 3
In te istor! o( #o%ern so&iet!; or"ni
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FI$'E *+, Te
.uality gap an/ its
constituent gaps
Te (irst &o#onent o( te )ulit! " is te understanding gap, that is, lac! of
understanding of 1t te &usto#er nee%s. $o#eti#es tis " oens u 8e&use
te ro%u&er si#l! (ils to &onsi%er 1o te &usto#ers re n% 1t te! nee%.
More o(ten te " is tere 8e&use te sul!in" or"ni
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In %%ition; %esi"ners1eter te! %esi"n soisti&te% e)ui#ent or
%eli&te u#n ser,i&eso(ten lac! the simple tools tt 1oul% en8le te#
to &o#8ine teir te&ni&l e+ertise 1it n un%erstn%in" o( te &usto#er
nee%s to &rete trul! suerior ro%u&t.
Te tir% " is te process gap. Mn! slen%i% %esi"ns (il 8e&use te
process 8! 1i& te !si&l ro%u&t is &rete% or te ser,i&e is %eli,ere%
is not capable of conforming to the design consistently time after time. Tis
l&* o( ro&ess &8ilit! is one o( te #ost ersistent n% 8e%e,ilin"
(ilures in te totl )ulit! ".
Te (ourt " is te operations gap. Te #ens 8! 1i& te process is
operated and controlled #! &rete %%itionl %e(i&ien&ies in te %eli,er! o(
te (inl "oo% or ser,i&e.
Te (inl perception gap in >i"ure 3.9 lso rises (ro# (ilure to
un%erstn% te &usto#er n% te &usto#er nee%s. Custo#ers %o not
e+erien&e ne1 suit o( &lotes or te &ontinuit! in ser,i&e (ro# lo&l
utilit! si#l! 8se% on te te&ni&l #erits o( te ro%u&t. Custo#ers re&t
to o1 te! perceive te "oo% or ser,i&e ro,i%es te# 1it 8ene(it.
Q:B se&t . 3
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Lesson 'ln 3
Q:B se&t . 3
T&E Q!"IT# P"!NNIN$ SO"TION- Su00ary
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
Qulit! lnnin" ro,i%es te process, methods, tools, and techniques
for closing each of these component gaps n% tere8! ensurin" tt te(inl )ulit! " is t #ini#u#.
Te (ollo1in" su##ri
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Te (irst ste; est8lis te roe&t; ro,i%es te &ler "ols; %ire&tion; n%
in(rstru&ture re)uire% i( te &onstituent )ulit! "s re to 8e &lose%.
Te ne+t ste ro,i%es (or s!ste#ti& i%enti(i&tion o( ll te &usto#ers. It is
i#ossi8le to &lose te un%erstn%in" " i( tere is te lest 8it o( un&ertint!;
(u
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(asic Steps o1 Quality Planning – Su00ary- cont.
>inll!; te oertions " is &lose% 8! %e,eloin" ro&ess &ontrols tt
*ee te ro&ess oertin" t its (ull &8ilit!. $u&&ess(ul eli#intion o(
te oertions " lso %een%s on n e((e&ti,e trns(er o( te lns to
te oertin" (or&es. A stron" trns(er ln; e+e&ute% 1ell; 1ill ro,i%e
oertions 1it ll te ro&esses; te&ni)ues; #terils; e)ui#ent;
s*ills; n% so on to %eli"t &usto#ers on &ontinuin" 8sis.
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STEP 1: ESTABLISH THE PROE!T
T&E Q!"IT# P"!NNIN$ SO"TION- Detaile/ Steps
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% Lesson 'ln 3
Q:B se&t . 3
A quality planning project is te or"ni
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STEP ": I#ENTI$% THE !&STO'ERS
Tis ste #! see# unne&essr!D o( &ourse; te lnners n% %esi"ners
*no1 1o teir &usto#ers re/ te %ri,er o( te uto#o8ile; te %eositor
in te 8n* &&ount; te tient 1o t*es te #e%i&tion. But tese re
not te onl! &usto#ersnot e,en ne&essril! te #ost i#ortnt
&usto#ers. Custo#ers &o#rise n entire &st o( &r&ters tt nee%s
to 8e un%erstoo% (ull!.
Generll!; tere re t1o ri#r! "rous o( &usto#ers/ te e'ternal
customers tose outsi%e te ro%u&in" or"ni
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STEP (: #IS!O)ER !&STO'ER NEE#S
Te tir% ste o( )ulit! lnnin" is to %is&o,er te nee%s o( 8ot
internl n% e+ternl &usto#ers (or te ro%u&t. $o#e o( te *e!
&ti,ities re)uire% (or e((e&ti,e %is&o,er! o( &usto#er nee%s in&lu%e
'ln to &olle&t &usto#ers= nee%s.
Colle&t list o( &usto#ers= nee%s in teir ln"u"e.
Anl!
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STEP *: #E)ELOP PRO#&!T
On&e te &usto#ers n% teir nee%s re (ull! un%erstoo%; 1e re re%! to
%esi"n te ro%u&t tt 1ill #eet tose nee%s 8est.
Te %esi"ners o( ro%u&ts tr%itionll! ,e 8een en"ineers; s!ste#s
nl!sts; oertin" #n"ers; n% #n! oter ro(essionls. In te )ulit!
ren; %esi"ners &n in&lu%e n! 1ose e+erien&e; osition; n%
e+ertise &n &ontri8ute to te %esi"n ro&ess. Te oututs o( ro%u&t
%esi"n re %etile% %esi"ns; %r1in"s; #o%els; ro&e%ures; se&i(i&tions;n% so on.
Te o,erll )ulit! o8e&ti,es (or tis ste re t1o/
9. 7eter#ine 1i& ro%u&t (etures n% "ols 1ill ro,i%e te oti#l8ene(it (or te &usto#er
2. I%enti(! 1t is nee%e% so tt te %esi"ns &n 8e %eli,ere% 1itout
%e(i&ien&ies.
Q:B se&t . 3
Q:B t 3
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STEP *: #E)ELOP PRO#&!T+ !ONT,
Tere re si+ #or &ti,ities in tis ste/
Grou to"eter relte% &usto#er nee%s.
7eter#ine #eto%s (or i%enti(!in" ro%u&t (etures.
$ele&t i"-le,el ro%u&t (etures n% "ols.
7e,elo %etile% ro%u&t (etures n% "ols.
Oti#i
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STEP -: #E)ELOP PRO!ESS
On&e te ro%u&t is %e,eloe%; it is ne&essr! to %eter#ine te #ens 8! 1i&
te ro%u&t 1ill 8e &rete% n% %eli,ere% on &ontinuin" 8sis. Tese #ens re;
&olle&ti,el!; te ro&ess.4 'ro&ess %e,elo#ent4 is te set o( &ti,ities (or %e(inin"
te se&i(i& #ens to 8e use% 8! oertin" ersonnel (or #eetin" ro%u&t )ulit!"ols. $o#e relte% &on&ets in&lu%e
ubprocesses$ Lr"e ro&esses #! 8e %e&o#ose% into tese s#ller
units (or 8ot te %e,elo#ent n% oertion o( te ro&ess.
*ctivities$ Te stes in ro&ess or su8ro&ess.
+as!s$ Te %etile% ste-8!-ste %es&rition (or e+e&ution o( n &ti,it!.
In or%er (or ro&ess to 8e e((e&ti,e; it #ust 8e "ol oriente%; 1it se&i(i&
#esur8le out&o#esD s!ste#ti&; 1it te se)uen&e o( &ti,ities n% ts*s (ull!
n% &lerl! %e(ine% n% ll inuts n% oututs (ull! se&i(ie%D n% &8le; i.e.; 8leto #eet ro%u&t )ulit! "ols un%er oertin" &on%itions n% le"iti#te; 1it &ler
utorit! n% &&ount8ilit! (or its oertion.
Q:B se&t . 3
Q:B se&t 3
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STEP -: #E)ELOP PRO!ESS+ cont .
Te ele,en #or &ti,ities in,ol,e% in %e,eloin" ro&ess re
e,ie1 ro%u&t "ols.
I%enti(! oertin" &on%itions.
Colle&t *no1n in(or#tion on lternte ro&esses.
$ele&t "enerl ro&ess %esi"n.
I%enti(! ro&ess (etures n% "ols.
I%enti(! %etile% ro&ess (etures n% "ols.
7esi"n (or &riti&l (&tors n% u#n error.
Oti#i
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STEP .: #E)ELOP PRO!ESS !ONTROLS/ TRANS$ER TO OPERATIONSQ:B se&t . 3
In tis ste; lnners %e,elo &ontrols (or te ro&esses; rrn"e to trns(er te
entire ro%u&t ln to oertionl (or&es; n% ,li%te te i#le#enttion o( te
trns(er. Tere re se,en #or &ti,ities in tis ste.
I%enti(! &ontrols nee%e%.
7esi"n (ee%8&* loo.
Oti#i
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Assi"n#ent 9/ Qulit! 'lnnin"
9.Est8lis te roe&t
2.I%enti(! te &usto#ers
3.7is&o,er te &usto#er nee%s
.7e,elo te ro%u&t
5.7e,elo te ro&ess
K.7e,elo te &ontrols n% trns(er to oertions
Qulit! lnnin" ro,i%es te ro&ess; #eto%s; tools; n% te&ni)ues (or &losin" e& o(
te )ulit! " &o#onents; n% tere8! ensurin" tt te (inl )ulit! " is t
#ini#u#. Belo1 su##ri
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