Quality Trilogy
Quality Trilogy
Proud to be MUSLIM
The Quality Trilogy
Table of Contents
Introduction ................................................................................................................................ 3
I. THE QUALITY PLANNING SOLUTION ..................................................................................... 5
1. ESTABLISH THE PROJECT .................................................................................................. 7
2. IDENTIFY THE CUSTOMERS .............................................................................................. 7
3. DISCOVER CUSTOMER NEEDS .......................................................................................... 7
4. DEVELOP PRODUCT ......................................................................................................... 8
5. DEVELOP PROCESS........................................................................................................... 9
6. DEVELOP PROCESS CONTROLS/ TRANSFER TO OPERATIONS .......................................... 11
II. “Quality control” ............................................................................................................... 12
1. The Feedback Loop ........................................................................................................ 13
2. THE ELEMENTS OF THE FEEDBACK LOOP ........................................................................ 14
3. The PDCA Cycle.............................................................................................................. 15
4. THE PYRAMID OF CONTROL ........................................................................................... 16
III. Quality improvement:.................................................................................................... 17
Two Kinds of Beneficial Change. ............................................................................................ 17
1) Structured Product Development............................................................................... 17
2) Unstructured Reduction of Chronic Waste. ................................................................ 18
Table of figures
Figure 1 ....................................................................................................................................... 4
Figure 2 ....................................................................................................................................... 5
Figure 3 ..................................................................................................................................... 10
Figure 4 ..................................................................................................................................... 12
Figure 5 ..................................................................................................................................... 13
Figure 6 ..................................................................................................................................... 14
Figure 7 ..................................................................................................................................... 15
Figure 8 ..................................................................................................................................... 16
2
The Quality Trilogy
3
The Quality Trilogy
Figure 1
4
The Quality Trilogy
The first step, establish the project, provides the clear goals,
direction, and infrastructure required if the constituent quality gaps
are to be closed. The next step provides for systematic identification
of all the customers. It is impossible to close the understanding gap if
there is the least bit of uncertainty, fuzziness, or ignorance about who
all the customers are.
The discovery of customer needs in the third step provides the full
and complete understanding required for a successful product design
to meet those needs. It also evaluates customer perceptions explicitly
so that the final perception gap can be avoided.
Figure 2
The develop product step uses both quality planning tools and the
technology of the particular industry to create a design that is
effective in meeting the customer needs, thereby closing the design
gap. The process gap is closed in the next step, develop process.
5
The Quality Trilogy
6
The Quality Trilogy
7
The Quality Trilogy
4. DEVELOP PRODUCT
Once the customers and their needs are fully understood, we are
ready to design the product that will meet those needs best. Product
development is not a new function for a company. Most companies
have some process for designing and bringing new products to
market. In this step of the quality planning process, we will focus on
the role of quality in product development and how that role combines
with the technical aspects of development and design appropriate for
a particular industry.
Within product development, product design is a creative process
based largely on technological or functional expertise.
The designers of products traditionally have been engineers, systems
analysts, operating managers, and many other professionals. In the
quality arena, designers can include any whose experience, position,
and expertise can contribute to the design process. The outputs of
product design are detailed designs, drawings, models, procedures,
specifications, and so on.
The overall quality objectives for this step are two:
1. Determine which product features and goals will provide the
optimal benefit for the customer.
2. Identify what is needed so that the designs can be delivered
without deficiencies.
8
The Quality Trilogy
5. DEVELOP PROCESS
Once the product is developed, it is necessary to determine the
means by which the product will be created and delivered on a
continuing basis. These means are, collectively, the “process.”
“Process development” is the set of activities for defining the specific
means to be used by operating personnel for meeting product quality
goals. Some related concepts include:
Sub processes: Large processes may be decomposed into these
smaller units for both the development and operation of the process.
Activities: The steps in a process or sub process.
Tasks: The detailed step-by-step description for execution of an
activity.
In order for a process to be effective, it must be goal oriented, with
specific measurable outcomes; systematic, with the sequence of
activities and tasks fully and clearly defined and all inputs and outputs
fully specified; and capable, i.e., able to meet product quality goals
under operating conditions and legitimate, with clear authority and
accountability for its operation.
The eleven major activities involved in developing a process are:
1. Review product goals.
2. Identify operating conditions.
3. Collect known information on alternate processes.
4. Select general process design.
5. Identify process features and goals.
6. Identify detailed process features and goals.
7. Design for critical factors and human error.
8. Optimize process features and goals.
9. Establish process capability.
10. Set and publish final process features and goals.
11. Set and publish final process design.
9
The Quality Trilogy
Figure 3
10
The Quality Trilogy
11
The Quality Trilogy
Figure 4
12
The Quality Trilogy
Figure 5
13
The Quality Trilogy
Figure 6
14
The Quality Trilogy
Figure 7
15
The Quality Trilogy
Figure 8
16
The Quality Trilogy
17
The Quality Trilogy
18
The Quality Trilogy
References
19