Sec 03 Quality Planning Process

HE QUALITY PLANNING PROCES

1

eveloping products (both goods and services) that ensures that customer needs are

THE QUALITY PLANNING PROBLEM qUnderstanding gap qDesign gap qProcess gap qOperations gap

Sec 03 THE QUALITY PLANNING PROCESS

2

THE QUALITY PLANNING SOLUTION

1.Establish the project 2.Identify the customers 3.Discover the customer needs 4.Develop the product 5.Develop the process 6.Develop the controls and transfer to operations

Sec 03 THE QUALITY PLANNING PROCESS

3

THE QUALITY PLANNING SOLUTION

1.Establish the project

A .Identification of Projects I. Setting Quality Goals II. Nominating and Selecting Projects III. Selecting Teams IV . Monitoring Progress V .Supporting Project Team VI.

vProviding education and training in quality planning tools and techn vProviding a trained facilitator to help the team work effectively . vReviewing team progress. vApproving revision of the project mission. vIdentifying/helping with any problems. vCoordinating related quality planning projects. vHelping with logistics, such as a meeting site. vProviding expertise in data analysis and survey design. vFurnishing resources for unusually demanding data collection. vCommunicating project results.

Sec 03 THE QUALITY PLANNING PROCESS

4

THE QUALITY PLANNING SOLUTION

1.Establish the project

Statement

written instruction for the team that describes the intent or purpose of the pro

anning project, that is, the product and markets to be addressed. oject, that is, the results to be achieved.

qTechnology as a Basis . qThe Market as a Basis . qBenchmarking as a Basis . qHistory as a Basis . qQuality Goals Are a Moving Target qProject Goals qMeasurement of the Goal 1 . Quality 2 . Quantity 3 . Cost 4 . Time q

Sec 03 THE QUALITY PLANNING PROCESS

5

THE QUALITY PLANNING SOLUTION

1.Establish the project

Contrast this with the following example: “To design , and put into productio

tion to guide the planning process:

Sec 03 THE QUALITY PLANNING PROCESS

6

THE QUALITY PLANNING SOLUTION

1.Establish the project

s-functional approach to quality planning is effective for several reasons:

g of ideas, experiences, and a sense of commitment to being a part of and helping ings a more complete working knowledge of the product and processes to be planned rtments or functions promotes the acceptance and implementation of the new plan t

by the result of the project. ible for various steps in the process. ormation, or skill in the design of the project. lementing the plan.

Sec 03 THE QUALITY PLANNING PROCESS

7

THE QUALITY PLANNING SOLUTION

2.IDENTIFY THE CUSTOMERS A .Types of External Customers :

I. The purchaser. II. The end user/ultimate customer. III. Merchants. IV . Processors. V .Suppliers. V I. Original equipment manufacturers (OEMs). V II. Potential customers. V III. Hidden customers. IX.

X. XI. XII.

Sec 03 THE QUALITY PLANNING PROCESS

8

THE QUALITY PLANNING SOLUTION

2.IDENTIFY THE CUSTOMERS

someone, does something with it, and passes it to a third individ

Sec 03 THE QUALITY PLANNING PROCESS

9

THE QUALITY PLANNING SOLUTION

3.DISCOVER CUSTOMER NEEDS A .Plan to collect customers’ needs. I. Stated Needs and Real Needs.

II. Perceived Needs. III. Cultural Needs. IV . Needs Traceable to Unintended Use. V .Human Safety. V I. “User Friendly.” V II. Promptness of Service. V III. Customer Needs Related to Deficiencies. IX . Warranties. X .Effect of Complaint Handling on Sales. XI. Keeping Customers Informed.

ps, and market

XII. XIII. research XIV.

programs and studies, Routine communications, Tracking cus

XV. Sec 03 THE QUALITY PLANNING PROCESS

10

THE QUALITY PLANNING SOLUTION

3.DISCOVER CUSTOMER NEEDS

ning a new product, they must be stated in terms of benefits sought. Anot

Sec 03 THE QUALITY PLANNING PROCESS

11

THE QUALITY PLANNING SOLUTION

3.DISCOVER CUSTOMER NEEDS

nd necessary, but without a systematic way to approach the organization a

Sec 03 THE QUALITY PLANNING PROCESS

12

THE QUALITY PLANNING SOLUTION

3.DISCOVER CUSTOMER NEEDS C .Analyze and Prioritize Customer Needs D.

Customer Needs Spreadsheet Sec 03 THE QUALITY PLANNING PROCESS

13

THE QUALITY PLANNING SOLUTION

3.DISCOVER CUSTOMER NEEDS C .Analyze and Prioritize Customer Needs D.

Precise Customer Needs Sec 03 THE QUALITY PLANNING PROCESS

14

THE QUALITY PLANNING SOLUTION

3.DISCOVER CUSTOMER NEEDS “Our” Language.

the unrecognized differences can build additional misunderstanding that

Sec 03 THE QUALITY PLANNING PROCESS

15

THE QUALITY PLANNING SOLUTION

3.DISCOVER CUSTOMER NEEDS

fined amount of some quality feature, permits evaluation of that feature

umbers in terms of the unit of measure, e.g., a clock for telling time, a t

Sec 03 THE QUALITY PLANNING PROCESS

16

THE QUALITY PLANNING SOLUTION

4.DEVELOP PRODUCT

oduct design are detailed designs, drawings, models, procedures, specifica

uality objectives for this step are two :

which product features and goals will provide the optimal benefit for th hat is needed so that the designs can be delivered without deficiencies.

Sec 03 THE QUALITY PLANNING PROCESS

17

• • • • • •

THE QUALITY PLANNING SOLUTION

There are six major activities in this step:

Group together related customer needs. Determine methods for identifying product features Select high-level product features and goals. Develop detailed product features and goals. Optimize product features and goals. Set and publish final product design.

Sec 03 THE QUALITY PLANNING PROCESS

18

THE QUALITY PLANNING SOLUTION

Group together related customer needs

e planning team to “divide and conquer,” with sub-tea

the customers’ needs, not the components of the prod

Sec 03 THE QUALITY PLANNING PROCESS

19

THE QUALITY PLANNING SOLUTION

Determine methods for identifying product features

qBenchmarking . qBasic Research . qMarket Experiments . qCreativity . üChanging key words or phrases. üRandom association. üCentral idea. üPutting yourself in the other person’s shoes. üDreaming. üThe spaghetti principle.

Sec 03 THE QUALITY PLANNING PROCESS

20

THE QUALITY PLANNING SOLUTION

Select high-level product features and goals

neral Criteria ØMeet the customers’ needs ØMeet the suppliers’ and producers’ needs ØMeet (or beat) the competition ØOptimize the combined costs of the customers and suppliers Ø ditional Criteria ØThe impact of the feature on the needs ØThe relative importance of the needs being served ØThe relative importance of the customers whose needs are affected ØThe feasibility and risks of the proposed feature ØThe impact on product cost ØThe relationship to competitive features uncovered in benchmarking ØThe requirements of standards, policies, regulations, mandates, and s

Sec 03 THE QUALITY PLANNING PROCESS

21

THE QUALITY PLANNING SOLUTION

Select high-level product features and goals

Criteria for Setting Product Feature Goals ØMeasurable ØOptimal ØLegitimate ØUnderstandable ØApplicable ØAttainable Ø Measuring Product Features Goals ØDetermine the unit of measure: meters, seconds, days, percentages… ØDetermine how to measure the goal (i.e., determine what is the senso ØSet the value for the goal.

Sec 03 THE QUALITY PLANNING PROCESS

22

THE QUALITY PLANNING SOLUTION

Develop detailed product features and goals

will usually be necessary to divide the product into a number of compone

n remains integrated, consistent, and effective in meeting customer needs

overall direction and integration s for each component all components completion of the product design phase

Sec 03 THE QUALITY PLANNING PROCESS

23

THE QUALITY PLANNING SOLUTION

Optimize Product Features and Goals

v v qDesign Review. qJoint Planning. qStructured Negotiation. qCreate New Options. qCompetitive analysis qSalability analysis qValue analysis qCriticality analysis qFailure mode and effect analysis (FMEA) qFault-tree analysis q Ø Sec 03 THE QUALITY PLANNING PROCESS

24

THE QUALITY PLANNING SOLUTION

Set and publish final product design

, it is time to select the product features and goals to be included in t

ould include any procedures, specifications, flow diagrams, and other spre

Sec 03 THE QUALITY PLANNING PROCESS

25

THE QUALITY PLANNING SOLUTION

5.DEVELOP PROCESS

cesses may be decomposed into these smaller units for both the developmen

a process Ø or sub-process .

Ø

-step description for execution of an activity .

Sec 03 THE QUALITY PLANNING PROCESS

26

THE QUALITY PLANNING SOLUTION

5.DEVELOP PROCESS

ation of the process.

Ø

Ø

h the sequence of activities and tasks fully and clearly defined and all

Sec 03 THE QUALITY PLANNING PROCESS

27

THE QUALITY PLANNING SOLUTION

5.DEVELOP PROCESS 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. Ø 6.Identify detailed process features and goals. Ø 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.

Sec 03 THE QUALITY PLANNING PROCESS

28

THE QUALITY PLANNING SOLUTION

5.DEVELOP PROCESS

s design. The review helps achieve the optimum. Process designers are abl

Ø

Ø

Sec 03 THE QUALITY PLANNING PROCESS

29

THE QUALITY PLANNING SOLUTION

5.DEVELOP PROCESS

. Collect known information on alternate processes . § Process Anatomy . § The Autonomous Department . § The Assembly Tree . § The Procession . § Process Quality Management . § ØMeasuring the Process . •Deficiency rates Ø •Cycle time •Unit cost •Output rate

ü

.

Sec 03 THE QUALITY PLANNING PROCESS

30

THE QUALITY PLANNING SOLUTION

5.DEVELOP PROCESS

al process design . The team should ensure that it meets the follow

er the quality goals for the product. es the countermeasures for criticality analysis, FMEA, and fault-tree anal project goals. or actual, not only intended, use. Ø nt in consumption of resources. investments that are greater than planned. Ø

Sec 03 THE QUALITY PLANNING PROCESS

31

THE QUALITY PLANNING SOLUTION

5.DEVELOP PROCESS

r “blank sheet ” redesigns , most effective process redesigns are a combin

ented with a specification of the following for each: Ø

Ø

Sec 03 THE QUALITY PLANNING PROCESS

32

THE QUALITY PLANNING SOLUTION

5.DEVELOP PROCESS

al process design .

ew process flow is completed, it should be reviewed for opportunities to ources of error that lead to rework loops. r reduce Ø redundant sub-processes, activities, or tasks. e number of handoffs. e time.Ø ks, activities, or processes that have outputs with defects. uencing issues in the process to reduce the amount of activity or rework

Sec 03 THE QUALITY PLANNING PROCESS

33

THE QUALITY PLANNING SOLUTION

5.DEVELOP PROCESS 4 . Select general process design . vTesting Selected Processes : oPilot test. oModular test. oSimulation. oDry run. oAcceptance test. Ø oComparisons or benchmarks. Ø o vTest Limitations . oDifferences in operating conditions. oDifferences in size. oCultural resistance. o

Sec 03 THE QUALITY PLANNING PROCESS

34

THE QUALITY PLANNING SOLUTION

5.DEVELOP PROCESS

ds or deliver the service and achieve the product feature goals that wil

ds?”.

Ø

Ø

s (and meet quality goals) over and over again without deficiencies?

Sec 03 THE QUALITY PLANNING PROCESS

35

THE QUALITY PLANNING SOLUTION

5.DEVELOP PROCESS

oals .

the following categories : regular, definite order. of tasks, activities, or procedures. d otherØ hard goods that will be needed to perform the process. ures, or Ø information ill require, goals, and tasks they will perform. omplete the process. upport, occasionally other support, such as outsources of printing service

Sec 03 THE QUALITY PLANNING PROCESS

36

THE QUALITY PLANNING SOLUTION

5.DEVELOP PROCESS

Ø

r activities . Each sub-process team will develop the design to Ø

Sec 03 THE QUALITY PLANNING PROCESS

37

THE QUALITY PLANNING SOLUTION

5.DEVELOP PROCESS

erious danger to human life, health, and the environment or ri Ø

mple margins of safety as to structural integrity, fail-safe p Ø

Sec 03 THE QUALITY PLANNING PROCESS

38

THE QUALITY PLANNING SOLUTION

5.DEVELOP PROCESS

rror .

fall into these major classes:

rs on specific quality tasks. human tasks is to provide instant feedback to the worker so that the performance nless the Ø person doing it devotes attention to it and to nothing else.

Ø

Sec 03 THE QUALITY PLANNING PROCESS

39

THE QUALITY PLANNING SOLUTION

5.DEVELOP PROCESS

subprocesses. Ø

Ø causes of the failure and improvement of the process to elim

Sec 03 THE QUALITY PLANNING PROCESS

40

THE QUALITY PLANNING SOLUTION

5.DEVELOP PROCESS

more to verify the following: Ø ation. This Ø will ensure the effective delivery of the product feature wit

ocess features with no strong relationship to other product features are

Sec 03 THE QUALITY PLANNING PROCESS

41

THE QUALITY PLANNING SOLUTION

5.DEVELOP PROCESS publish final process design .

eam must ensure that the following are also specified for each task withi

sible for doing it. is to be completed. Ø

Ø

can arise during operations and how to deal with them. of equipment and materials to be used. equired by the task. enerated by the task. ndard operating procedures, job aids that are needed.

Sec 03 THE QUALITY PLANNING PROCESS

42

THE QUALITY PLANNING SOLUTION

6.DEVELOP THE CONTROLS AND TRANSFER TO OPERATIONS

qThere are seven major activities in this step: q i. Identify controls needed. ii. Design feedback loop. Ø iii. Optimize self-control and self-inspection. iv. Establish audit. Ø v.Demonstrate process capability and controllability. vi. Plan for transfer to operations. vii. Implement plan and validate transfer.

Sec 03 THE QUALITY PLANNING PROCESS

43

THE QUALITY PLANNING SOLUTION

6.DEVELOP THE CONTROLS AND TRANSFER TO OPERATIONS

q i. Identify controls needed . •Evaluate the actual performance of the process. •Compare actual performance with the goals. •Take action on the difference. Ø • Ø Control subjects are a mixture of: §Product features. §Process features. §Side-effect features.

Sec 03 THE QUALITY PLANNING PROCESS

44

THE QUALITY PLANNING SOLUTION

6.DEVELOP THE CONTROLS AND TRANSFER TO OPERATIONS

vels atØ which the process is out of control and the tools, such as contro

ndards Ø are not met, e.g., troubleshooting.

Sec 03 THE QUALITY PLANNING PROCESS

45

THE QUALITY PLANNING SOLUTION

6.DEVELOP THE CONTROLS AND TRANSFER TO OPERATIONS

ria must first be established: Ø

Ø

ty must be addressed during the design of the process, it is during implementation

Sec 03 THE QUALITY PLANNING PROCESS

46

THE QUALITY PLANNING SOLUTION

6.DEVELOP THE CONTROLS AND TRANSFER TO OPERATIONS

ation package is prepared consisting of certain standardized essentials:

at the transfer is orderly and complete. Ø

Ø

Sec 03 THE QUALITY PLANNING PROCESS

47

THE QUALITY PLANNING SOLUTION

6.DEVELOP THE CONTROLS AND TRANSFER TO OPERATIONS

he transfer was. For the audit to have real meaning, specific goals shoul

ing:

is.

Ø

Ø

for failure to meet specific goals.

Sec 03 THE QUALITY PLANNING PROCESS

48

THE QUALITY PLANNING SOLUTION

6.DEVELOP THE CONTROLS AND TRANSFER TO OPERATIONS

Ø the transfer has occurred. A great deal of time and effort has gone into

Ø

Sec 03 THE QUALITY PLANNING PROCESS

49