Quality Management for the Technology Sector

219 Pages·2000·15.33 MB·English

by  Joseph Berk Joe Berk is a consultant working in the field of quality management and especially in the technology military and munitions sectors., Susan Berk

Quality Management
for the
Technology Sector
Quality Management
for the
Technology Sector
This Page Intentionally Left Blank
Quality Management
for the
Technology Sector
Joseph Berk and Susan Berk
~ Newnes
An imprint of Butterworth-Heinemann
Boston Oxford Auckland New Zealand Johannesburg Melboume New Delhi
Copyright �9 2000 by Joseph Berk and Susan Berk.
- ~ A member of the Reed Elsevier group
All rights reserved.
No parts of this publication may be reproduced, stored in a retrieval system, or transmitted in any
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prior written permission of the publisher.
Recognizing the importance of preserving what has been written, Butterworth-Heinemann
prints its books on acid-free paper whenever possible.
Library of Congress Cataloging-in-Publication Data
Berk, Joseph, 1951-
Quality management for the technology sector / Joseph Berk, Susan Berk.
p. cm.
Includes bibliographical references and index.
ISBN 0-7506-7316-8 (pbk.) alk. paper
1. Quality control. 2. Factory management. I. Berk, Susan, 1955- II. Title
TS 156 .B467 2000
658.5'62---dc21
00-022363
British Library Cataloging-in-Publication Data
A catalog record for this book is available from the British Library.
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1 0 9 8 7 6 5 4 3 2 1
Printed in the United States of America
This book is dedicated to the people in the factory,
and to those who support them.
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Contents
Preface ix
Chapter 1. Managing for Quality in the High Tech Environment 1
Chapter 2. The Continuous Improvement Concept 6
Chapter 3. Finding Your Customers 11
Chapter 4. Quality Measurement Systems 20
Chapter 5. Problem Solving 38
Chapter 6. Systems Failure Analysis 45
Chapter 7. Employee Involvement and Empowerment 59
Chapter 8. Corrective Action Boards and Focus Teams 68
Chapter 9. Statistics for Nonstatisticians 78
Chapter 10. Statistical Process Control 88
Chapter 11. ANOVA, Taguchi, and Other Design of Experiments Techniques 106
Chapter 12. Quality Function Deployment 124
Chapter 13. Inventory Management 135
Chapter 14. Value Improvement 142
Chapter 15. Supplier Teaming and Procurement Quality Assurance 159
Chapter 16. D 1-9000, ISO 9000, MIL-Q-9858, and MIL-STD-1520 167
Chapter 17. On-Time Delivery Performance Improvement 175
Case Study 1. The SLAP Designation Pointing Error 185
Case Study 2. Circuit Card Defects and Quality Measurement 188
Case Study 3. Laser Optics Debonding 193
Index 199
vii
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Preface
TQM. MRP. JIT. ERP. SPC. DOE. ISO. TOC. away. There is no substitute for informed hands-on
CPI. CPK. CQI. management and leadership, and there never will be
(and maybe that should be in the preceding
Let's face it: If you manage in a highl technology paragraph, because we believe it is good news).
environment, it may seem as though your life
involves jumping from one three-letter acronym to This is an unusual book. It is based on the
the next. combined observations of literally hundreds of
companies making everything from biomedical
Every management guru seems to have a new devices to smart bombs, and all with one thing in
philosophy and a new set of initials he or she swears common: All involved manufacturing complex
will revolutionize your company. The management products in high technology environments.
fads of the last 20 years or so seem to have about a
three-year half life before they start to fade away, This book is different than others. It is not a touchy-
but before their last spark, another one pops up with feely, feel good, let's all do a better job quality
an accompanying new guru. There is no shortage of management text. This book contains detailed
gurus or new acronyms, and for $1000 per day (and technical reviews written in an easy-to-follow
sometimes much more), they are happy to share manner on basic quality management concepts,
their fervor with you. You spend your money and quality measurement, practical statistical techniques,
your employees' time, and a week later, you would experimental design, failure analysis, value
never know you had been host to the guru-du-jour. improvement, supplier management, current quality
Things look about like they did before the visit. standards (including ISO 9000 and D1-9000), and
delivery performance improvement. The book
If you manage in the most demanding of contains many examples of high technology
manufacturing environments, the high technology challenges and how people like you met those
manufacturing environment, what should you do? challenges. In short, this is a book for serious
Should you go with TOC, TQM, or DOE? Should manufacturing managers and leaders.
you get lean? Should you adopt a 5S program?
Should you have a lean event? Should you opt for a Your authors have been engineering managers,
Japanese-branded management philosophy for quality assurance managers, manufacturing
which you don't even know the English translation? managers, and consultants to some of the largest
corporations in America and overseas. This book is
The answer is a good news/bad news story. based on real-world observations and lessons
learned by actually implementing the techniques
The good news is that many assurance technologies included in the chapters that follow.
can make a significant improvement in the quality of
the products provided by manufacturers. The challenges inherent to managing quality in the
high technology environment are significant. No
The bad news is that there are no magic pills. You book can claim to offer a recipe for instant success
cannot simply buy a guru-sanctioned program (and in overcoming these challenges, but the approaches
its associated costly training and follow-on in the following pages can greatly ease and
consultant support) and watch your troubles melt accelerate the quality management journey.
ix