Fundamentals of quality control and improvement

819 Pages·2016·19.76 MB·English

by  Mitra

Fundamentals
of

Quality Control
and

Improvement

FOURTH EDITION

Amitava Mitra

FUNDAMENTALS
OF QUALITY CONTROL
AND IMPROVEMENT

FUNDAMENTALS
OF QUALITY CONTROL
AND IMPROVEMENT
Fourth Edition
AMITAVA MITRA
AuburnUniversity
College ofBusiness
Auburn,Alabama
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Mitra,Amitava.
Fundamentalsofqualitycontrolandimprovement/AmitavaMitra.–4thed.
p.cm.
Includesindex.
ISBN978-1-118-70514-8(cloth)
1. Qualitycontrol–Statisticalmethods. I.Title.
TS156.M542008
658.4´0.13–dc22
2007036433
PrintedintheUnitedStatesofAmerica
10987654321
To thememory of my parents,
who instilledthe importanceof
anincessant inquiryfor knowledge —
and whoseinspiration transcends mortality

CONTENTS
PREFACE xix
ABOUTTHE COMPANIONWEBSITE xxiii
PART I PHILOSOPHY AND FUNDAMENTALS 1
1 Introduction to Quality Control and the Total Quality System 3
1-1 Introduction and Chapter Objectives, 3
1-2 Evolutionof QualityControl, 4
1-3 Quality, 7
Quality Characteristics, 8
Variablesand Attributes, 8
Defects, 9
Standardor Specification, 9
Quality of Design, 10
Quality of Conformance, 10
Quality of Performance, 11
1-4 QualityControl, 12
Off-Line Quality Control, 12
Statistical Process Control, 12
Acceptance SamplingPlans, 13
1-5 QualityAssurance, 13
1-6 QualityCircles andQuality Improvement Teams, 14
1-7 CustomerNeeds andMarket Share, 15
Kano Model, 15
1-8 Benefitsof Quality Control and the Total Quality System, 16
Total Quality System, 17
1-9 Qualityand Reliability, 18
1-10 QualityImprovement, 18
1-11 Product andService Costing, 19
Activity-Based Costing, 20
vii
viii CONTENTS
1-12 Quality Costs, 23
PreventionCosts, 23
Appraisal Costs, 23
InternalFailureCosts, 24
External Failure Costs, 24
Hidden FailureCosts, 24
Quality Costs Data Requirements, 24
Process Cost Approach, 26
1-13 Measuring Quality Costs, 27
Impactof Quality Improvementon Quality Costs, 29
1-14 Management ofQuality, 31
1-15 Quality and Productivity, 34
Effect onCost, 34
Effect onMarket, 34
1-16 Total QualityEnvironmentalManagement, 37
Green Supply Chain, 39
Summary, 40
Key Terms, 41
Exercises, 41
References, 46
2 SomePhilosophies and Their Impact on Quality 47
2-1 Introduction and Chapter Objectives, 47
2-2 Service Industries andTheirCharacteristics, 47
Differences inthe ManufacturingandService Sectors, 49
Service Quality Characteristics, 50
Measuring Service Quality, 52
Techniques forEvaluating ServiceQuality, 52
2-3 Model forService Quality, 53
2-4 W. Edwards Deming’sPhilosophy, 56
Extended Process, 57
Deming’s 14Points forManagement, 58
Deming’s Deadly Diseases, 72
2-5 PhilipB. Crosby’sPhilosophy, 75
Four Absolutesof QualityManagement, 76
14-Step Planfor Quality Improvement, 76
2-6 Joseph M. Juran’s Philosophy, 78
Quality Trilogy Process, 79
Quality Planning, 79
Quality Control, 80
Quality Improvement, 81
2-7 The Three PhilosophiesCompared, 82
Definition ofQuality, 82
Management Commitment, 82
Strategic Approachto a Quality System, 83