QUALITY CONTROL, ASSURANCE

& RELIABILITY
ET / PE ZC 434
BITS Pilani Lecture 5
Pilani Campus
 RECAP

 CROSBY’S PHILOSOPHY
 JURAN’S PHILOSOPHY
 COMPARISON OF DEMING, CROSBY AND JURAN PHILOSOPHY
 BENCHMARKING

 REFER CHAPTER 3 IN TEXTBOOK T1 FOR BENCHMARKING; THE

OTHER TOPICS ARE COVERED IN CHAPTER 2.

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 2

 JURAN TRIOLOGY (CORRECTED
SLIDE)

ADDED

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 3

 WHAT YOU CAN DO
WITH REFERENCE TO YOUR OWN ORGANIZATION / YOUR OWN
AREA OF WORK, YOU CAN REFLECT UPON:

 WHICH TYPE OF QUALITY PHILOSOPHY DO YOU FOLLOW IN

YOUR ORGANIZATION ?

 QUALITY COSTS – IDENTIFY THE TYPE OF QUALITY COSTS IN

YOUR AREA OF WORK. WHICH TYPE OF COST NEEDS IMPROVEMENT?

 IDENTIFY VARIABLES AND ATTRIBUTES IN YOUR AREA

OF WORK

 IDENTIFY WHICH AREA IN YOUR ORGANIZATION YOU WOULD LIKE TO

BENCHMARK AND WHY ?

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 4

 TODAY’S OBJECTIVES

 QFD
 QC TOOLS
 TQM
 QUALITY AUDITS
 SERVICE QUALITY

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 5

 QFD

Hauser, J. R. and D. P. Clausing. 1988. “The House of Quality“, Harvard Business Review,
May/June, 1988

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 6

 QFD

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 7

 QFD

Customer Rating
Voice of the Customer

8
 QFD

Customer Rating

Voice of the Customer

9
QFD

10
QFD

11
QFD

12
QFD

13
QFD

14
 QFD

Customer Rating

Voice of the Customer

15
x = Design Trade-offs

16
Benchmarking

17
Technical Competitive
Assessment

18
 QFD

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 19

 QFD

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 20

 QFD

Product Planning

Product Development

Process Planning

Production Planning

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 21

 QFD - ADVANTAGES

• Evaluates competitor from 2 perspectives –

Customer and Technical
• Used to identify the degree of improvements
needed in the product and process
• Reduces the product development time as it
reduces product redesign
• Improves the communication between different
departments

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 22

 QFD - DISADVANTAGES

• Enormous amount of information must be gathered

• Matrix is too large
– Prioritize on important attributes
– Analyzes independent subsystems independently
• Customer priorities not clear
– Consider segmenting market
• QFD process is implemented in phases and hence time
consuming
• QFD is messy
– Not QFD, but rather the interaction between diverse groups is
cause
– Stick with it, the results are worthwhile

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 23

 OVERVIEW OF QUALITY CONTROL
TOOLS

PURPOSE OF THE TOOLS?

For problem solving of QC related issues by :
 Analyzing data,
 Identifying root causes,
 Control fluctuations and
 Prevent future problems.

HOW MANY TOOLS ARE THERE?

There are 7 basic QC tools and 7 new QC tools

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 24

 BACKGROUND

7 BASIC QC TOOLS :
 Developed by Kaoru Ishikawa, Japanese professor engineering
in the 1950s
 To help workers of various technical backgrounds to
implement effective QC measures

7 NEW QC TOOLS:
 Developed by Japanese Scientists and Engineers (JUSE) in
1976
 To better handle planning for major projects, communicate
information throughout an organization and promote
innovation.

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 25

 BASIC 7 QC TOOLS

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 26

 7 NEW QC TOOLS

Process Decision Program Chart

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 27

 OLD vs NEW QC TOOLS

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 28

 BASIC 7 QC TOOLS

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 29

 BASIC 7 QC TOOLS

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 30

 7 BASIC QC TOOLS – CASE STUDY

 DEFECTIVE FUEL PUMPS SUPPLIED BY A THIRD PARTY TO AN

AUTOMOBILE MANUFACTURER

 CUSTOMER COMPLAINTS – 47 NOS FUEL PUMPS RETURNED

WITHIN A MONTH (DURING WARRANTY PERIOD) DUE TO
DEFECTS

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 31

 FLOWCHART

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 32

 FLOW CHART – CASE
STUDY

FUEL PUMP DELIVERY SYSTEMQuality Control, Assurance & Reliability BITS Pilani
16th Feb’25 33
 CHECK SHEET- CASE STUDY

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 34

Positive or anodic brush: where the current flow is
from the brush to the commutator
Negative or cathodic brush : where the current flow
is from the commutator to the brush

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 35

 CHECK SHEET- CASE STUDY

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 36

 THE PARETO PRINCIPLE

• Vilfredo Pareto was an economist who is credited with

establishing what is now widely known as the Pareto Principle
or 80/20 rule.

• When he discovered the principle, it established that 80% of

the land in Italy was owned by 20% of the population.

• Later, he discovered that the Pareto principle was valid in

other parts of his life, such as gardening: 80% of his garden
peas were produced by 20% of the peapods.

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 37

 THE PARETO PRINCIPLE

Some Sample 80/20 Rule Applications

– 20% of your sales force produces 80% of your company
revenues.
– 80% of delays in schedule arise from 20% of the possible
causes of the delays.
– 80% of customer complaints arise from 20% of your
products or services.
(The above examples are rough estimates.)

– VITAL FEW (20%) vs TRIVIAL MANY (80%)

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 38

 PARETO DIAGRAM

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 39

 CHECK SHEET – CASE STUDY

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 40

 PARETO DIAGRAM – CASE STUDY 100
98 %
96
94 %
81 89 %
%
% %

45
%

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 41

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 42
 CAUSE AND EFFECT DIAGRAM -
EXAMPLE

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 43

 CAUSE AND EFFECT DIAGRAM -
EXAMPLE

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 44

Cause-and-Effect Diagram
• Enables a team to focus on the content of a problem, not on
the history of the problem or differing personal interests of
team members
• Creates a snapshot of collective knowledge and consensus of
a team; builds support for solutions
• Focuses the team on causes, not symptoms
• Used to investigate either a “bad” effect and to take action to
correct the causes or a “good” effect and to learn those
causes responsible

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 45

 CAUSE AND EFFECT –
CASE STUDY

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 46

Cause-and-Effect Diagram
Steps
1. Identify the effect or quality problem
2. Determine the major causes
3. Determine all the minor causes. Request a brainstorming
session
4. Once the diagram is complete, evaluate it to determine the
most likely causes
5. Develop solutions

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 47

Cause-and-Effect Diagram
Advantages:
1. Analyzing actual conditions for the purpose of product or
service quality improvement
2. Elimination of conditions causing nonconforming product or
service and customer complaints
3. Standardization of existing and proposed operations
4. Education and training in decision-making.

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 48

 CONTROL CHART

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 49

 SCATTER PLOTS

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 50

 SCATTER DIAGRAM - EXAMPLE

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 51

 SCATTER DIAGRAM - EXAMPLE

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 52

 HISTOGRAM

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 53

 BASIC 7 QC TOOLS

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 54

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 55
 CONTINUOUS IMPROVEMENT

 WHY CONTINUOUS IMPROVEMENT IS REQUIRED?

 CUSTOMER EXPECTATIONS KEEP VARYING

 PROCESS OPTIMIZATION IS CONTINUOUSLY REQUIRED – MIN.

COST, MAX. PERFORMANCE, MIN. WASTE, MAX. EFFICIENCY,
ETC

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 56

 CONTINUOUS IMPROVEMENT

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 57

 CONTINUOUS IMPROVEMENT

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 58

 RECAP

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 59

 SUGGESTION…..

 IN YOUR RESPECTIVE ORGANIZATIONS, TRY TO FIND OUT :

 WHICH QC TOOLS ARE USED FOR PROBLEM SOLVING

 TRY TO OBTAIN AN ACTUAL CASE STUDY AND REVIEW IT

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 60

 TQM

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 61

 TOTAL QUALITY MANAGEMENT

 It is an enhancement to the traditional way of doing business

 It is a proven technique which guarantees a survival in the
competitive world, if implemented properly
 TQM stands for
 Total - Made up of the whole
 Quality - degree of excellence a product or service provides
 Management - Act, art or manner of planning, controlling,
directing,….
 Therefore, TQM is the art of managing the whole to achieve
excellence. TQM relies on common sense.

62
16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 62
 TQM FRAMEWORK

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 63

 TQM FRAMEWORK

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 64

 TQM MODEL

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 65

 TQM MODEL

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 66

 TQM MODEL

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 67

 TQM FRAMEWORK

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 68

 TQM APPROACH

GOAL – ?

HOW TO ACHIEVE?

CUSTOMER – ?

69
16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 69
 TQM APPROACH

 GOAL – ACHIEVE BUSINESS STRATEGY; EXCEED CUSTOMER

EXPECTATIONS

 CUSTOMER – INTERNAL AND EXTERNAL CUSTOMERS AND

SUPPLIERS

 HOW? INTEGRATE BUSINESS ENVIRONMENT, CONTINUOUS

IMPROVEMENT, INNOVATION – CHANGE ORGANIZATIONAL
CULTURE

 CONSIDER QUALITY IN ALL ASPECTS OF THE ORGANIZATION

70
16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 70
 TQM
TQM is both a philosophy and a set of guiding principles for
continuously improving the organization
...is the application of quantitative methods and human
resources to improve all the processes within an organization
and exceed customer needs now and in the future.

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 71

 BENEFITS OF TQM
 Improved profitability and market share
 Customer satisfaction
 Product quality
• Less waste and rework
• Higher profits
 Improved communication
 Employee involvement
• Training
• Teamwork
• Employee satisfaction

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 72

 OBSTACLES TO TQM IMPLEMENTATION
 Lack of management commitment
 Improper planning
 Inability to change organization culture
 Paying inadequate attention to internal and external
customers
 Inadequate use of empowerment and teams
 Failure to continually improve
 Lack of continuous training and education
 Incompatible organization structure

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 73

 TQM FRAMEWORK

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 74

 QUALITY AUDITS

TYPICAL:

 SYSTEM AUDIT
 PROCESS AUDIT
 PRODUCT AUDIT

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 75

 QUALITY AUDITS

To examine the effectiveness of management control

programs and also to identify problems
3 parties are involved – Client, Auditor and Auditee
Auditor – Internal and External
Purpose
– Evaluation of Quality program against reference standard
– Evaluation of operations, activities within the quality system with respect to procedures

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 76

 QUALITY AUDITS
Audit Quality
– Influenced by independence and objectivity of the auditor
– Depends on being a external or internal auditor

Methods
– Location oriented
• All functions are audited in that particular location
• Examines the action and interaction of the elements in the quality program at that
location and may be used to identify discrepancies between locations

– Function oriented
• Examine and evaluate activities related to a particular element or function within a
quality program at all locations
• Successive visits to each location is necessary to complete the audit

– Utility of quality audit is derived only when remedial actions are taken

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 77

 QUALITY IN THE SERVICE SECTOR

MAIN DIFFERENCE BETWEEN MANUFACTURING AND SERVICE

INDUSTRIES?

MANUFACTURING – PRODUCT MUST MEET CUSTOMER

FUNCTIONAL REQUIREMENTS

SERVICE - PRODUCT MUST MEET CUSTOMER FUNCTIONAL

REQUIREMENTS
PLUS
HUMAN BEHAVIOUR MUST MEET CUSTOMER EXPECTATIONS

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 78

 QUALITY IN THE SERVICE INDUSTRY

DIFFERENTIATE BETWEEN SERVICE INDUSTRY SUCH AS :

AIRLINES, HOTELS, HEALTH CARE, BANKING, INSURANCE,

EDUCATIONAL INSTITUTIONS, ETC
AND
SERVICE FUNCTIONS (SUPPORTING FUNCTIONS) WITHIN A
MANUFACTURING OR SERVICE INDUSTRY SUCH AS :
HR, ACCOUNTS, PURCHASING, ETC

FOCUS HERE IS ON QUALITY IN SERVICE INDUSTRIES

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 79

Differences in manufacturing and service
sector
Manufacturing Service
– Product is tangible – Tangible and intangible
– Back orders are possible – Cannot be stored, if not used
– Producer or company is the only – Producer and consumer are
party involved in the making of the both involved in the delivery
product of service
– Product can be resold – Service cannot be resold
– Formal specifications provided by – No formal specification given
customer by customer
– Customer acceptance of product is – Customer satisfaction is
quantifiable difficult to quantify
– Product ownership transferred at a – Product ownership
specific point of time transferred over an interval of
time

80
16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 80
Service quality characteristics
Quality of service can be broken down into two categories:

– Effectiveness deals with meeting the desirable service

attributes that are expected by the customer.

– Efficiency concerns the time required for the service to

be rendered

81
16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 81
Measuring service quality
• Measures
Characteristics – No. of customer complaints,
– Human factors and behavioural No. of compliments based on
behavioural factors of persons
in service

– Timeliness – Time to process a transaction,

Waiting time to receive the
baggage, etc

– No. of billing errors in mobile

– Service nonconformity phone usage, No. of errors in
data entry of marks in
database etc.

– Facility related – No. of complaints due to

insufficient legroom in bus,
Lack of lab facilities in a
institute etc.

82
16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 82
Techniques for Evaluating Service
Quality

100% sampling
– Used when the cost of external errors or nonconformities is high
– Cost of sampling and inspection is high, but better than a nonconformity
found by a customer
Convenience sampling
– Samples are chosen by the ease of drawing them and are influenced by
the subjectivity of the individual
Judgment sampling
– Samples are chosen based on expert opinion
– Can also create bias and hence should be cautious in making statistical
inferences
Probability sampling
– Has a statistical basis and is the most preferable
– Each item has an equal chance of being selected and done using random
number tables

83
16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 83
16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 84
 WHAT DID WE LEARN TODAY
 QFD
 QC TOOLS
 TQM
 QUALITY AUDITS
 SERVICE QUALITY

REFER CHAPTER 3 - TEXTBOOK T1, FOR DETAILS; CHAPTER 2 – SERVICE QUALITY;

FOR ADDITIONAL READING – CHAPTERS 1,2,8,12,18, REFERENCE R2

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 85

 THANK YOU

16th Feb’25 Quality Control, Assurance & Reliability BITS Pilani 86