Quality Management for the Technology Sector pptx

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 form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the 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. The publisher offers special discounts on bulk orders of this book. For information, please contact: Manager of Special Sales Butterworth-Heinemann 225 Wildwood Avenue Wobum, MA 01801-2041 Tel: 781-904-2500 Fax: 781-904-2620 For information on all Butterworth-Heinemann publications available, contact our World Wide Web home page at: http://www.bh.com 1098765432 1 Printed in the United States of America This book is dedicated to the people in the factory, and to those who support them. This Page Intentionally Left Blank Contents Preface Chapter 1. Chapter 2. Chapter 3. Chapter 4. Chapter 5. Chapter 6. Chapter 7. Chapter 8. Chapter 9. Chapter 10. Chapter 11. Chapter 12. Chapter 13. Chapter 14. Chapter 15. Chapter 16. Chapter 17. Case Study 1. Case Study 2. Case Study 3. Index Managing for Quality in the High Tech Environment The Continuous Improvement Concept Finding Your Customers Quality Measurement Systems Problem Solving Systems Failure Analysis Employee Involvement and Empowerment Corrective Action Boards and Focus Teams Statistics for Nonstatisticians Statistical Process Control ANOVA, Taguchi, and Other Design of Experiments Techniques Quality Function Deployment Inventory Management Value Improvement Supplier Teaming and Procurement Quality Assurance D 1-9000, ISO 9000, MIL-Q-9858, and MIL-STD-1520 On-Time Delivery Performance Improvement The SLAP Designation Pointing Error Circuit Card Defects and Quality Measurement Laser Optics Debonding ix 1 6 11 20 38 45 59 68 78 88 106 124 135 142 159 167 175 185 188 193 199 vii This Page Intentionally Left Blank Preface TQM. MRP. JIT. ERP. SPC. DOE. ISO. TOC. CPI. CPK. CQI. Let's face it: If you manage in a highl technology environment, it may seem as though your life involves jumping from one three-letter acronym to the next. Every management guru seems to have a new philosophy and a new set of initials he or she swears will revolutionize your company. The management fads of the last 20 years or so seem to have about a three-year half life before they start to fade away, but before their last spark, another one pops up with an accompanying new guru. There is no shortage of gurus or new acronyms, and for $1000 per day (and sometimes much more), they are happy to share their fervor with you. You spend your money and your employees' time, and a week later, you would never know you had been host to the guru-du-jour. Things look about like they did before the visit. If you manage in the most demanding of manufacturing environments, the high technology manufacturing environment, what should you do? Should you go with TOC, TQM, or DOE? Should you get lean? Should you adopt a 5S program? Should you have a lean event? Should you opt for a Japanese-branded management philosophy for which you don't even know the English translation? The answer is a good news/bad news story. The good news is that many assurance technologies can make a significant improvement in the quality of the products provided by manufacturers. The bad news is that there are no magic pills. You cannot simply buy a guru-sanctioned program (and its associated costly training and follow-on consultant support) and watch your troubles melt away. There is no substitute for informed hands-on management and leadership, and there never will be (and maybe that should be in the preceding paragraph, because we believe it is good news). This is an unusual book. It is based on the combined observations of literally hundreds of companies making everything from biomedical devices to smart bombs, and all with one thing in common: All involved manufacturing complex products in high technology environments. This book is different than others. It is not a touchy- feely, feel good, let's all do a better job quality management text. This book contains detailed technical reviews written in an easy-to-follow manner on basic quality management concepts, quality measurement, practical statistical techniques, experimental design, failure analysis, value improvement, supplier management, current quality standards (including ISO 9000 and D1-9000), and delivery performance improvement. The book contains many examples of high technology challenges and how people like you met those challenges. In short, this is a book for serious manufacturing managers and leaders. Your authors have been engineering managers, quality assurance managers, manufacturing managers, and consultants to some of the largest corporations in America and overseas. This book is based on real-world observations and lessons learned by actually implementing the techniques included in the chapters that follow. The challenges inherent to managing quality in the high technology environment are significant. No book can claim to offer a recipe for instant success in overcoming these challenges, but the approaches in the following pages can greatly ease and accelerate the quality management journey. ix [...]... separate organization is used Whether a company uses a separate group of workers or the ones who originally built the product, the point is that these workers take product culled out by the inspectors (i.e., the defective product) and rebuild it to meet requirements These are the people who constitute the hidden factory Quality Managementfor the Technology Sector The people themselves are not hidden, and... These programs allow developing a data base that can provide the information described above based on examining the nonconformance data from several perspectives, 1 as will be described below The Elements of a Quality Data Base The quality data base should include the information appearing on the Nonconforming Material Report (the source document for recording nonconformances) The concept is that the. .. these problems, with their ridiculous performance specifications There hasn't been a week gone by that they haven't changed the requirements on us." Axelson stared at the floor He knew that Defense Systems Associates wrote the performance specifications for the Army before they won the contract The Army wanted the AN/RPV-39 aircraft to do everything in the performance specifications, but only because... service the dealer dented one of the doors The dealer apologized and 17 Quality Managementfor the Technolo~) ,Sector repainted the door, but the paint did not match the rest of car (at least to our friend's satisfaction) Our friend complained, convinced that his car and its repaired door would forever be a source of irritation Much to our friend's amazement, the dealer offered a new car in exchange for the. .. Pietras had formed Defense Systems Associates 22 years before, and had nurtured the company's development through the post-Vietnam defense industry cutbacks Pietras read the brief letter twice before commenting "Those kids in the Army think they know how to run a program They send us a letter like this they ought to be ashamed of themselves They're the ones that are causing these problems, with their ridiculous...This Page Intentionally Left Blank Quality Managementfor the TechnologySector Chapter 1 Managing for Quality in the High Tech Environment What American industry is doing Quality management in high technology environments presents a unique challenge demanding engineering, manufacturing, quality assurance, and leadership expertise The requirements associated with high technology requirements identification... buying the new car the only customer? What about the person's family, or others who might travel in the car? Consider the man buying groceries again Is he the customer, or is the customer the people he will cook for, or are both customers? The situation is further complicated when one provides goods or services to an organization Larger organizations typically have purchasing groups that buy for the entire... the entire organization, or for 16 another department within the organization Suppose Defense Systems Associates, the organization described at the beginning of this chapter, is considered again The group within the Army that wrote the show cause letter is most definitely a customer, but they are not the only customer They are buying for the soldiers who will ultimately use the Defense Systems Associates'... three others pop up that are just like them Oh, and get some help See if you can put together a team that might have other insights into the big picture." A Quality Management Foundation Continuous improvement is an inherent part of the quality management process Continuous improvement consists of measuring key quality and other process indices in all areas, and taking actions to improve them These... chapter, quality management was 9 How much product has to be reworked or 21 Quality Managementfor the Technolo~) ,Sector repaired (either during the manufacturing process or after delivery to the customer), and how much is this costing us? What are the largest areas of scrap, rework, or repair? Which of the above items should we be working on fixing first? 9 Are we working on any of the above? Do the people . Quality Management for the Technology Sector Quality Management for the Technology Sector This Page Intentionally Left Blank Quality Management for the Technology Sector Joseph. overcoming these challenges, but the approaches in the following pages can greatly ease and accelerate the quality management journey. ix This Page Intentionally Left Blank Quality Management for the. governor of post-war Japan, Quality Management for the Technology Sector brought Deming to Japan to serve as a management consultant to the Japanese as they rebuilt their industrial base. Deming's