Quality Planning and Assurance E-Book

Herman Tang

• Herausgeber: John Wiley & Sons
• Kategorie: Wissenschaft und neue Technologien
• Sprache: Englisch

Seitenzahl: 512

Veröffentlichungsjahr: 2021

Beschreibung

QUALITY PLANNING AND ASSURANCE Discover the most crucial aspects of quality systems planning critical to manufacturing and service success In Quality Planning and Assurance: Principles, Approaches, and Methods for Product and Service Development, accomplished engineer Dr. Herman Tang delivers an incisive presentation of the principles of quality systems planning. The book begins with an introduction to the meaning of the word "quality" before moving on to review the principles of quality strategy and policy management. The author then offers a detailed discussion of customer needs and the corresponding quality planning tasks in design phases, as well as a treatment of the design processes necessary to ensure product or service quality. Readers will enjoy explorations of advanced topics related to proactive approaches to quality management, like failure modes and effects analysis (FMEA). They???ll discover discussions of issues like supplier quality management and the key processes associated with quality planning and execution. The book also includes: * A thorough introduction to quality planning, including definitions, discussions of quality system, and an overview of the planning process * A comprehensive exploration of strategic planning development, including strategic management, risk management and analysis, and pull and push strategies * Practical discussions of customer-centric planning, including customer-oriented design, quality function deployment, and affective engineering * In-depth examinations of quality assurance by design, including the design review process, design verification and validation, and concurrent engineering Perfect for senior undergraduate and graduate students in technology and management programs, Quality Planning and Assurance will also earn a place in the libraries of managers and technical specialists in a wide range of fields, including quality management.

Leseprobe

Quality Planning and Assurance

Principles, Approaches, and Methods for Product and Service Development

Herman Tang

Eastern Michigan UniversityMichigan, US

This edition first published 2022

© 2022 John Wiley & Sons, Inc.

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The right of He Tang to be identified as the author of this work has been asserted in accordance with law.

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The contents of this work are intended to further general scientific research, understanding, and discussion only and are not intended and should not be relied upon as recommending or promoting scientific method, diagnosis, or treatment by physicians for any particular patient. In view of ongoing research, equipment modifications, changes in governmental regulations, and the constant flow of information relating to the use of medicines, equipment, and devices, the reader is urged to review and evaluate the information provided in the package insert or instructions for each medicine, equipment, or device for, among other things, any changes in the instructions or indication of usage and for added warnings and precautions. While the publisher and authors have used their best efforts in preparing this work, they make no representations or warranties with respect to the accuracy or completeness of the contents of this work and specifically disclaim all warranties, including without limitation any implied warranties of merchantability or fitness for a particular purpose. No warranty may be created or extended by sales representatives, written sales materials or promotional statements for this work. The fact that an organization, website, or product is referred to in this work as a citation and/or potential source of further information does not mean that the publisher and authors endorse the information or services the organization, website, or product may provide or recommendations it may make. This work is sold with the understanding that the publisher is not engaged in rendering professional services. The advice and strategies contained herein may not be suitable for your situation. You should consult with a specialist where appropriate. Further, readers should be aware that websites listed in this work may have changed or disappeared between when this work was written and when it is read. Neither the publisher nor authors shall be liable for any loss of profit or any other commercial damages, including but not limited to special, incidental, consequential, or other damages.

Library of Congress Cataloging-in-Publication Data

Names: Tang, He (Herman), author. Title: Quality planning and assurance : principles, approaches, and methods for product and service development / Herman Tang. Description: Hoboken, NJ : John Wiley & Sons, 2022. | Includes bibliographical references and index. Identifiers: LCCN 2021024445 (print) | LCCN 2021024446 (ebook) | ISBN 9781119819271 (hardback) | ISBN 9781119819288 (pdf) | ISBN 9781119819295 (epub) | ISBN 9781119819301 (ebook) Subjects: LCSH: Quality control. Classification: LCC TS156 .T355 2022 (print) | LCC TS156 (ebook) | DDC 658.5/62--dc23 LC record available at https://lccn.loc.gov/2021024445LC ebook record available at https://lccn.loc.gov/2021024446

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Cover design by Wiley

Set in 9.5/12.5 pt and STIXTwoText by Integra Software Services, Pondicherry, India

Contents

Cover

Title page

Copyright

Forewords

Foreword

Preface

Acknowledgments

About the Author

1  Introduction to Quality Planning

1.1 Quality Definitions

1.1.1 Meaning of Quality

1.1.2 End-customer Centricity

1.1.3 Dimensions of Product and Service Quality

1.1.4 Discussion of Service Quality

1.2 Quality System

1.2.1 Quality Management System

1.2.2 Discussion of QMS

1.2.3 Quality Target Setting

1.2.4 Cost of Quality

1.3 Quality Planning

1.3.1 Planning Process Overview

1.3.2 Considerations in Quality Planning

1.3.3 Quality-planning Guideline (APQP)

1.3.4 Service Quality Planning

Summary

Exercises

References

2  Strategy Development for Quality

2.1 Strategic Management

2.1.1 Overview of Strategic Management

2.1.2 Hoshin Planning Management

2.1.3 Implementation Considerations

2.2 Risk Management and Analysis

2.2.1 Risk Management Overview

2.2.2 Risks and Treatments

2.2.3 Risk Evaluation

2.2.4 Event Tree, Fault Tree, and Bowtie Analysis

2.3 Pull and Push Strategies

2.3.1 Pull or Push

2.3.2 Innovation–push

2.3.3 Challenges to Pull and Push

Summary

Exercises

References

3  Customer–centric Planning

3.1 Goal: Design for Customer

3.1.1 Customer–driven Development

3.1.2 Product/Process Characteristics

3.2 Quality Category to Customer

3.2.1 Must–be Quality and Attractive Quality

3.2.2 Kano Model

3.3 Quality Function Deployment

3.3.1 Principle of QFD

3.3.2 QFD Applications

3.3.3 More Discussion of QFD

3.4 Affective Engineering

3.4.1 Introduction to Affective Engineering

3.4.2 Discussion of AE

3.4.3 Applications of AE

Summary

Exercises

References

4  Quality Assurance by Design

4.1 Design Review Process

4.1.1 Introduction to Design Review

4.1.2 Design Review Based on Failure Mode

4.1.3 Design Review Applications

4.2 Design Verification and Validation

4.2.1 Prototype Processes

4.2.2 Processes of Verification and Validation

4.2.3 Discussion of Verification and Validation

4.3 Concurrent Engineering

4.3.1 Principle of Concurrent Engineering

4.3.2 Considerations to CE

4.4 Variation Considerations

4.4.1 Recognition of Variation

4.4.2 Target Setting with Variation

4.4.3 Propagation of Variation

4.4.4 Quality and Variation

Summary

Exercises

References

5  Proactive Approaches: Failure Modes and Effects Analysis and Control Plan

5.1 Understanding Failure Modes and Effects Analysis

5.1.1 Principle of Failure Modes and Effects Analysis

5.1.2 FMEA Development

5.1.3 Parameters in FMEA

5.2 Pre- and Post-work of FMEA

5.2.1 Pre-FMEA Analysis

5.2.2 FMEA Follow–up

5.3 Implementation of FMEA

5.3.1 Considerations in FMEA

5.3.2 Applications of FMEA

5.4 Control Plan

5.4.1 Basics of Control Plan

5.4.2 Considerations in Control Plan

5.4.3 Applications of Control Plan

Summary

Exercises

References

6  Supplier Quality Management and Production Part Approval Process

6.1 Introduction to Supplier Quality

6.1.1 Supplier Quality Overview

6.1.2 Supplier Selection and Evaluation

6.2 PPAP Standardized Guideline

6.2.1 Concept of PPAP

6.2.2 PPAP Elements

6.2.3 PPAP Packages

6.3 PPAP Elements in a Package

6.3.1 Essential Element (Level 1)

6.3.2 Level 2 Elements

6.3.3 Level 3 Elements

6.3.4 Unique Requirements (Levels 4 and 5)

6.4 Supplier Quality Assurance

6.4.1 PPAP Preparation and Approval

6.4.2 Customer and Supplier Teamwork

6.4.3 Supplier Quality to Service

Summary

Exercises

References

7  Special Analyses and Processes

7.1 Measurement System Analysis

7.1.1 Measurement System

7.1.2 Analysis in MSA

7.2 Process Capability Study

7.2.1 Principle of Process Capability

7.2.2 Process Capability Assessment

7.2.3 Production Tryout

7.3 Change Management in Development

7.3.1 Process of Change Management

7.3.2 Considerations in Change Management

7.3.3 Advancement of Change Management

7.4 Quality System Auditing

7.4.1 Roles and Processes of Quality Auditing

7.4.2 Types of Quality Audit and Preparation

7.4.3 Considerations in Quality Auditing

Summary

Exercises

References

8  Quality Management Tools

8.1 Problem-solving Process

8.1.1 Plan–Do–Check–Act Approach

8.1.2 8D Approach

8.1.3 Approaches and Tools

8.2 Seven Basic Tools

8.2.1 Cause–and–effect Diagram

8.2.2 Check Sheet

8.2.3 Histogram

8.2.4 Pareto Chart

8.2.5 Scatter Diagram

8.2.6 Control Charts

8.2.7 Stratification Analysis

8.3 Seven Additional Tools

8.3.1 Affinity Diagram

8.3.2 Relation Diagram

8.3.3 Tree Diagram

8.3.4 Matrix Chart (Diagram)

8.3.5 Network Diagram

8.3.6 Prioritization Matrix

8.3.7 Process Decision Program Chart

Summary

Exercises

References

Acronyms and Glossary

Epilogue

Index

End User License Agreement

List of Illustrations

Chapter 1

Figure 1.1 Quality measurement and analysis process.

Figure 1.2 Supplier–producer/provider–customer relationship.

Figure 1.3 Producer/provider–supplier partnership for ultimate customers.

Figure 1.4 Quality dimension distribution of a product

Figure 1.5 Characteristics and dimensions of product and service quality.

Figure 1.6 Study on six elements of QMS

Figure 1.7 Three pillars of QMS.

Figure 1.8 Effects of planning on quality control and continuous improvement.

Figure 1.9 Quality department in a matrix organization.

Figure 1.10 Target setting process flow.

Figure 1.11 Targets vs. current performance levels and benchmarks.

Figure 1.12 Elements of cost of quality.

Figure 1.13 Economic quality and best quality.

Figure 1.14 Inputs, system, and outputs of quality planning.

Figure 1.15 Sample quality planning reports.

Figure 1.16 Quality planning in product/service realization.

Figure 1.17 Quality planning in lifecycle of durable goods.

Figure 1.18 Key factors of quality-planning process.

Figure 1.19 Five phases of APQP in product development.

Figure 1.20 Examples of strategic quality plan.

Chapter 2

Figure 2.1 Quality-focusedbalanced scorecard.

Figure 2.2 BEA and SWOT in strategy development.

Figure 2.3 Importance of communication and employee engagement.

Figure 2.4 Employee engagement in strategic plan management.

Figure 2.5 Seven steps of Hoshin planning.

Figure 2.6 Target and means (Hoshin X-matrix).

Figure 2.7 Guidelines for Hoshin planning implementation.

Figure 2.8 Principles of risk management.

Figure 2.9 Overall process flow of risk management.

Figure 2.10 Types of threats and risks.

Figure 2.11 Examples of risk assessment matrices.

Figure 2.12 Illustrative example of ETA.

Figure 2.13 Diagram of FTA.

Figure 2.14 Diagram of the bowtie method.

Figure 2.15 Depictivepull and push scenarios in business operations.

Figure 2.16 Three cornerstones for business success.

Chapter 3

Figure 3.1 Process flow of customer study.

Figure 3.2 Example of customer study result.

Figure 3.3 2020 ACSI scores of several industries.

Figure 3.4 Translation process flow of customers’ demands.

Figure 3.5 Sensitivities of PQ to customer satisfaction.

Figure 3.6 Levels of quality performance and customer satisfaction.

Figure 3.7 Quality–customer Kano model.

Figure 3.8 Application process flow in Kano modeling.

Figure 3.9 Typical QFD structure with four segments.

Figure 3.10 Example of product QFD.

Figure 3.11 Multi-level QFD application into product development.

Figure 3.12 Links among multilevel QFD applications.

Figure 3.13 Multi-level QFD application into service development.

Figure 3.14 Integration of Hoshin planning and QFD.

Figure 3.15 AE on customer’s perceptual expectations.

Figure 3.16 Translation process of customer’s demands and perceptions.

Chapter 4

Figure 4.1 Design process in product or service development.

Figure 4.2 Various reviews in design process.

Figure 4.3 Process flow of DRBFM.

Figure 4.4 Prototype of wireless battery charging system. .

Figure 4.5 Overview of verification and validation in development.

Figure 4.6 Verification and validation in design.

Figure 4.7 Sample DVP&R form.

Figure 4.8 Sequential development vs. CE-based development.

Figure 4.9 Cross-disciplinary teamwork for CE implementation in product design.

Figure 4.10 CE implementation process flow in service development.

Figure 4.11 Work focuses on variation reduction.

Figure 4.12 Example of engine design target setting.

Figure 4.13 Target-setting modeling with consideration of variations.

Figure 4.14 Service quality and its elements.

Figure 4.15 Individual quality and final quality in serial operations.

Figure 4.16 Relationship between component quality and assembly quality.

Figure 4.17 Reflection modeling of variation transmissibility.

Figure 4.18 Conventional view of quality and Taguchi loss function.

Chapter 5

Figure 5.1 Timing of FMEA development.

Figure 5.2 Inputs and outputs of FMEA.

Figure 5.3 Sample of AP criteria of FMEA.

Figure 5.4 Overall process flow of FMEA development.

Figure 5.5 Boundary diagram for FMEA.

Figure 5.6 Example of an FMEA boundary diagram.

Figure 5.7 Interface matrix for an FMEA.

Figure 5.8 P-diagram for FMEA.

Figure 5.9 Using a Pareto chart to select failure modes.

Figure 5.10 Decision flow and criteria to recommend.

Figure 5.11 FMEA development and follow-up process flow.

Figure 5.12 Relationship between design FMEA and process FMEA.

Figure 5.13 Overall process flow of control plan development.

Figure 5.14 Example of control plan development...

Chapter 6

Figure 6.1 Roles of suppliers to producer/provider and their ultimate customers.

Figure 6.2 Sourcing and quality assurance in SQM.

Figure 6.3 Process flow of sourcing selection.

Figure 6.4 Supplier evaluation using AHP method.

Figure 6.5 Supplier comparison and detailed evaluation.

Figure 6.6 Functionality of PPAP in supplier chain.

Figure 6.7 Overall process flow of PPAP implementation.

Figure 6.8 Five levels of PPAP package.

Figure 6.9 Administrative and information sections of PSW.

Figure 6.10 Information in product dimensional test report.

Figure 6.11 Information in material and performance test report.

Figure 6.12 Example of manufacturing process flow diagram.

Figure 6.13 Approval process flow of a PPAP package.

Figure 6.14 Main contents of SQAM.

Figure 6.15 Overall process flow of SQAM.

Chapter 7

Figure 7.1 Roles of measurement in development and operation.

Figure 7.2 Accuracy, repeatability, and reproducibility of measurement.

Figure 7.3 MSA process flow.

Figure 7.4 Sources of measurement system variation.

Figure 7.5 Process flows of GR&R studies.

Figure 7.6 GR&R study functions of Minitab.

Figure 7.7 Example of GR&R report format.

Figure 7.8 Relationship between design specs and manufacturing data.

Figure 7.9 Process flow of process capability assessment.

Figure 7.10 Process flow of tryout tests.

Figure 7.11 Process flow of design change management.

Figure 7.12 Improvement of quantity and timing of design changes.

Figure 7.13 Quality system auditing process flow.

Figure 7.14 Illustration of an LPA.

Chapter 8

Figure 8.1 Problem-solving and CI processes.

Figure 8.2 CI project proposal evaluation chart.

Figure 8.3 Process flow and functionality of PDCA.

Figure 8.4 DMAIC process flow.

Figure 8.5 8D/5D problem-solving process flow.

Figure 8.6 A3 problem-solving process template.

Figure 8.7 Problem-solving and CI approaches.

Figure 8.8 Considerations in problem-solving method selection.

Figure 8.9 General cause-and-effect (fishbone) diagram.

Figure 8.10 Example of fishbone diagram application.

Figure 8.11 Examples of histogram charts.

Figure 8.12 Example of a Pareto chart.

Figure 8.13 Example of a scatter diagram.

Figure 8.14 Examples of X-bar and R control charts.

Figure 8.15 Illustration of a stratification diagram.

Figure 8.16 Example of data stratification.

Figure 8.17 Development process flow of affinity diagram.

Figure 8.18 Example of affinity diagram.

Figure 8.19 Generic relation diagram.

Figure 8.20 Example of a probability tree diagram.

Figure 8.21 Examples of matrix diagrams.

Figure 8.22 Illustrations of network diagrams.

Figure 8.23 Example of a network diagram with critical paths.

Figure 8.24 Example of a PDPC.

List of Tables

Chapter 1

Table 1.1 SIPOC of vehicle manufacturing operations.

Table 1.2 Quality dimensions of passenger vehicles.

Table 1.3 Main dimensions of service quality.

Table 1.4 Discussion of Service Quality

Table 1.5 Inputs and outputs of five phases of APQP.

Chapter 2

Table 2.1 Process steps of risk management.

Table 2.2 Risk review form sample of risk management

Table 2.3 lists a general comparison between pull and push...

Chapter 3

Table 3.1 Quality dimensions and product characteristics

Table 3.2 Product characteristics and process quality assurance.

Table 3.3 Kano modeling example of hotel quality.

Table 3.4 Types of AE methods.

Table 3.5 Design evaluation example using Kansei words

Chapter 4

Table 4.1 DRBFM worksheet format

Table 4.2 Differences between software verification and validation

Table 4.3 Assessment criteria example of verification and validation.

Chapter 5

Table 5.1 Common FMEA format with administrative (head) section.

Table 5.2 Severity rating example for process FMEA

Table 5.3 Severity rating example for product FMEA

Table 5.4 Occurrence rating example for process FMEA

Table 5.5 Detection rating example for process FMEA

Table 5.6 Examples of severity ratings for service FMEA

Table 5.7 Example of an FMEA interface matrix

Table 5.8 Example of severity and occurrence in SRI

Table 5.9 Example of FMEA for manufacturing process

Table 5.10 Example of FMEA for product design

Table 5.11 Example of FMEA for service

Table 5.12 Another example of FMEA for service

Table 5.13 FMEA format for risk analysis

Table 5.14 Example of impact rating for risk FMEA

Table 5.15 Common format of a control plan

Table 5.16 Example of characteristics and control plan coverage

Table 5.17 Example of a process control plan.

Table 5.18 Example of a process improvement control plan

Chapter 6

Table 6.1 18 Elements of automotive industry PPAP

Table 6.2 Additional elements of company specific requirements

Table 6.3 Elements and packages of PPAP

Table 6.4 Example of PPAP preparation checklist

Table 6.5 Roles of customer and supplier in PPAP development

Table 6.6 Role matrix of customer company departments for PPAP

Table 6.7 Possible PPAP application to service industry

Chapter 7

Table 7.1 Process capability

Table 7.2 Typical passing criteria of process capability.

Table 7.3 Sample of preflight checklist for a production trial run

Table 7.4 Example of performance report of a production trial run

Table 7.5 Example of evaluation form for design change proposal

Table 7.6 Sample of preflight checklist for quality system audit

Chapter 8

Table 8.1 Examples of PDCA applications

Table 8.2 Tasks in the 8D problem-solving process.

Table 8.3 Common applications of quality tools in PDCA process

Table 8.4 Applications of quality tools in product/service development

Table 8.5 5W1H form for problem identification and selection.

Table 8.6 Typical analysis of using quality tools

Table 8.7 Example of a nonconforming check form.

Table 8.8 Example of a visual inspection check form

Table 8.9 Characteristics of common SPC charts

Table 8.10 Sample format of a prioritization matrix.

Guide

Cover

Title page

Copyright

Table of Contents

Forewords

Foreword

Preface

Acknowledgments

About the Author

Begin Reading

Acronyms and Glossary

Epilogue

Index

End User License Agreement

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Foreword

After graduating from the University of California, Santa Barbara, and the University of Michigan, I served as a faculty member and taught quality-related courses for over 40 years. I have consulted for Fortune 500 and smaller companies, the US State Department, and the US Army. Author of over 50 published papers and book chapters, I also directed more than 100 student graduate theses with nearly all research done in industry on quality-related problems.

For the retail consumer or casual observer, quality planning might seem a highly technical and completely boring topic with little relevance to the hyperspeed changes in the global pandemic-driven economy of 2021. However, in the view of this author, the “on-demand” and “customer-centric” economy and our expectations of online shopping and immediate delivery fueled by highly effective global supply chains has its antecedents going back at least to the groundbreaking published work on quality planning by Joseph Juran in the 1960s.

With little competition in the post-WWII boom, US monopolies and oligopolies “pushed” what they had the expertise to produce onto customers who had little choice in the marketplace. In the 1950s, the vacuum cleaner was a “Hoover,” a refrigerator was a “Frigidaire,” there were three television networks, the “Big Three” auto manufacturers in Detroit, and one telephone company. The recession of the 1970s triggered by OPEC’s monopoly breaking “fuel crisis” ended the post-war boom and drove a change, at least in the US, to a highly competitive globally integrated and consumer-focused economy. Consumer spending in the US now constitutes more than 70% of the economy and nearly half the value of imports. Far-flung supply chains and intense competition require quality systems that result in few defects, poor product designs, or incorrect specifications – all this at breakneck speed!

With limited competition, automotive manufacturers and other monopoly/oligopoly goods producers could employ in-line attribute gauges that (mostly) sorted good from bad parts. However, the old “make and check” systems acceptable through WWII no longer suit. Taking quality “upstream” via quality planning has become the norm. Zero defects and Six Sigma goals replaced “acceptable levels of defects” enshrined in Mil Spec and other dated quality standards. The move to online shopping will further expand consumer choice, and diversify suppliers and online clearing houses – more choice, more consumers, and more producers in more locations mean greater need for fast and effective quality planning enabling rapidly changing products and services may be “pulled.” Consumer-to-manufacturer (C2M) is only another iteration in the global economy’s evolution requiring effective quality planning. Further, in a litigious society such as the US, product liability and other legal issues force producers to create and maintain a “paper trail” of planning documents. International, regional, and national quality systems compliance usually mandate specific procedures of quality planning.

Dr. Herman Tang’s work reflects his many years of experience as an engineer, quality specialist, researcher, and professor. This book is no mere random arrangement of topics thrown together to create a textbook and has great value for university students as well as novice and experienced quality professionals. The sequence of material is logical, well-documented, and accessible. The book is equally valuable as a text and a reference. Readers should keep this book handy on their shelf of prized reference sources, and consider it as an authoritative guide to quality planning specifically and the practice of quality systems in general.

Dr. Walter W. Tucker, PhD

Professor Emeritus, Eastern Michigan University

Foreword

I am a Fellow of the American Society for Quality (ASQ) and Chief Expert of ASQ Shanghai LMC. I had worked in quality at Ford Motor Company for 28 years before my retirement in 2020. At Ford, I held various technical and leadership positions, including Vice President of Ford China Quality and New Model Program Launch, Vice President of Ford Asia Pacific Quality and New Model Program Launch, Ford Corporate Executive Technical Leader, and Member of the Technology Advisory Board. It is my honor to write a Foreword for this book.

According to Dr. Joseph Juran, a quality management system has three cornerstones: quality planning, quality control, and continuous improvement. Quality planning acts as a fundamental and proactive function to the other two cornerstones. I believe we can all do even better jobs if we devote more efforts and resources to quality planning. There is a need for a comprehensive textbook and reference book that captures quality planning subjects. I appreciate that this book intends to do just that.

I have reviewed all the chapters of Dr. Tang’s manuscript. I have found that it includes all the essential elements for quality planning practices, reviews many approaches, and presents the contents systematically and logically. I appreciate the book’s broad coverage on principles and applications, with numerous diverse examples, not limited to a particular industry or discipline. The broad coverage and various examples make this book suitable for graduate students in almost all majors and practitioners in various fields, such as product development, manufacturing systems, and service development.

I furthermore like that Dr. Tang emphasizes innovative and critical thinking in quality work, which is crucial but often gets ignored in quality learning and practice. Quality is both a science and an art; a quality project can be unique in different situations, and remains case dependent. In my judgment, being guided by this book, readers can learn different aspects and practices, creatively make work effective, and develop new quality methods.

Based on my experience and review, I strongly recommend this comprehensive book to quality students, professionals, and managers. Through practice and referring to this book, readers would develop their own quality planning expertise, and contribute to their workplace and the professional community at large.

Jay Zhou, Ph.D.ASQ Fellow, Vice President of Ford China Quality and New Model Program (ret.)

Preface

Book Intent

Principles Focused

Quality planning has been a fundamental industrial practice for several decades, yet there are few comprehensive quality planning textbooks dedicated to the understanding of this subject at the undergraduate and graduate levels. In the quality field, professionals often consider Toyota as a role model for best practice. While one can learn the principles of Toyota quality, its specific practices are not necessarily applicable for every situation. In The Toyota Way to Service Excellence, Dr. Liker and Ross stated, “the Toyota Way training was designed to teach principles rather than specific methodology” (p. 32). Similarly, this book focuses on the fundamental principles of quality planning, and extrapolates on their applications in various industries throughout each chapter.

As current and future quality professionals, you can start learning these principles, with supporting application examples in this book, and later apply them to your unique applications. Like one of my students said, “What I enjoyed most about this course was taking the information learned in this course and being able to utilize it within the industry that I currently work in.”

Broad Applications

Much of the quality literature focuses on physical and tangible goods (called products in this book). A primary reason might be that the prominent quality figures and their practices, such as Deming’s 14 Points, Taguchi loss function, Juran trilogy, Kano model, Hoshin planning, and Toyota Production System, were all created for products and manufacturing.

Because of a vast number of different types of business, theories, and applications, it would be impossible to cover all of them in a single volume. Therefore, this book introduces main topics in quality planning based on the common practices in industry, and extends a discussion to other types of fields as a unique feature. For example, the automotive industry started its systematic development and implementation of quality planning practice a few decades ago. These principles and approaches to quality planning have been recently adopted by other sectors, such as healthcare.

An effective way to conduct quality work is to learn from other professionals. This book collects and integrates the good practices across industries by citing over 370 scholarly papers and other types of sources in various areas. The cited research and development literature are recent and provide the latest advances in the fields in addition to demonstrating the fundamental principles of quality planning. You may even find new opportunities throughout this book to contribute in furthering the quality planning field.

Book Content

Overall Flow

The contents of the book are arranged from general principles and approaches to specific methods and tools in eight chapters, as shown in the figure. To learn the subject systematically, it would be a good idea to follow these chapters in order. Note that Chapters 2 and 3 could be studied in parallel, as the tasks in these chapters may be planned and executed at the same time. Similar consideration can be taken for the two pairs of Chapters 4 and 5, and Chapters 6 and 7.

Quality management systems and quality planning are both sciences and art forms. In quality practice and study, one can make their work of integrating the principles, approaches, and methods more effective through firm comprehension, planning, and implementation. This book integrates approaches, methods, etc. into each of their fundamental principles, along with copious amounts of diagrams and tables, for more effective and comprehensive learning.

Eight Chapters

Chapter 1 Introduction to Quality Planning. The first chapter starts with the concepts, meanings, and dimensions of quality. The chapter introduces a quality system and the planning role in a system, and reviews the processes and general guidelines of quality planning.

Chapter 2 Strategy Development for Quality. This chapter presents the overall process of policy management. It discusses Hoshin X-matrix development and considerations in policy development. The chapter also addresses risk management and discusses pull and push strategies.

Chapter 3 Customer-centric Planning. This chapter reviews the concerns of fundamental planning. First, the chapter discusses the characteristics of products and processes. The chapter also introduces the categories of quality and the Kano model, from customer perspectives. Then, the chapter explains the principle and process of quality fuction deployment (QFD) development. Lastly, the chapter introduces the relatively new subject of affective engineering (AE) in quality planning.

Chapter 4 Quality Assurance by Design. This chapter discusses design verification and validation, starting with the general process of design reviews, tools such as design review based on failure mode (DRBFM), and the concept of concurrent engineering (CE) into product and service development. The chapter also addresses the variation characteristics and their influences in design.

Chapter 5 Proactive Approaches: Failure Modes and Effects Analysis and Control Plan. This chapter presents the concepts, development processes, and considerations of Failure Modes and Effects Analysis (FMEA) and Control Plan, which can be used in proactive quality planning for product and service development.

Chapter 6 Supplier Quality Management and Production Part Approval Process. This chapter introduces the production part approval process (PPAP), originally developed in the automotive industry, and reviews its applications, key points, and other standards in the field of supplier quality assurance. This subject is vital, as suppliers are an integral part of business development and operation.

Chapter 7 Special Analyses and Processes. This chapter discusses four special processes: measurement system analysis (MSA), process capability study, design change management, and quality auditing. These processes are essential to quality assurance, particularly for the planning and development phases of a product or service.

Chapter 8 Quality Management Tools. The last chapter presents and compares several problem-solving and continuous improvement processes, such as DMAIC, 8D, and PDCA. Then, the chapter reviews 14 conventional tools for quality assurance during product and service development and execution. These processes and tools are widely implemented in quality management.

Learning Exercises

Quality planning is not only about textbook principles and methods, but also their practices and implementations. Exercises are vital to learning and mastering these principles and methods. Two types of exercises are developed: 20 Review Questions and 10 Mini-project Topics at the end of each chapter.

Both types of exercises complement individual thinking and class team-learning activities. The Review Questions are for an immediate classroom/online discussion, anticipating quick answers. The Mini-project Topics are more in-depth, and require more effort on materials research, critical thinking, and short essay writing. Most Review Questions and Mini-project Topics are exchangeable. A topic from the Review Questions can be expanded to a Mini-project, and conversely, a Mini-project Topic can be simplified for immediate discussion.

The instructional materials of this text are available for teaching, including a sample course syllabus, project development guidelines, class exercise instructions, and discussion instructions. These instructional materials can be direct references for instructors and students, in a classroom setting or for online learning. Instructors who use this text can also send the author requests for instructional supplemental materials.

Acknowledgments

Teamwork

Special thanks go to Dr. Walter Tucker, a professor emeritus at Eastern Michigan University, who had taught this subject for over 30 years. His mentorship on quality pedagogy is essential to this text. Special appreciation to Dr. Jay Zhou (ASQ Fellow and retired Asia Pacific Vice President for quality at Ford Motor Company), Dr. Christopher Kluse (Professor at Bowling Green State University), and Carlos Zaniolo (Manager at Volvo Group), who reviewed all the chapters of the manuscript and offered suggestions for improvements.

I also extend my thanks to senior professionals in industries and academia: Santos Aloyo (Becton Dickinson), Marc Deluca (Ford Motor Company), Jon Gawlak (SGS North America), Ryan Gingras (Pratt & Whitney Autoair), Qian Harris, Bryan Jakubiec (Magna International), Mike Smith, and Dr. David Tao (University of Michigan), who provided their comments and suggestions. Eastern Michigan University student Brendan Ostrom helped with final manuscript proofreading.

I am also grateful to the five anonymous reviewers who provided constructive comments on this book’s proposal and draft chapters, as well as Wiley’s acquisition, project, editing, and publication teams who played integral roles in the quality publication of this book.

I would also like to thank Eastern Michigan University for supporting this book manuscript’s preparation with the 2021 Faculty Research Fellowship Award. While teaching this subject at EMU, I really enjoy working with the students, many of whom are experienced professionals in quality fields across many industries, with insights and experience that have helped expand the applications and scope of the manuscript. I appreciate the authors and organizations for their works that are cited in the book.

Finally, yet importantly, I would like to thank my family; my wife for her understanding and full support, and our sons Boyang and Haoyang for their help and advice in bringing this volume to fruition.

Your Feedback

Quality planning is a science and an art, one of the most broad and diversified practices. I have put a lot of thought into the manuscript that reflects my personal understanding and experience in this realm. I hope this text provides a useful reference for learning, practice, and advancement of quality planning principles and approaches.

Reader’s insights, comments, and feedback are welcomed and appreciated, to help continuously improve this text. Please send your comments, criticism, and suggestions to [email protected] and [email protected]. I will carefully review them for a future edition of this book. I wish you the best of success in your quality professional work.

He (Herman) Tang

Ann Arbor, MI, USA

March 2021

About the Author

Dr. He (Herman) Tang is an associate professor with the School of Engineering at Eastern Michigan University. His experiences and interests concern the fields of mechanical, manufacturing, and quality engineering, among others. He has taught nine graduate courses in quality, and has been responsible for the Master of Science in Quality Management program at Eastern Michigan University for several years. He has served as an associate editor and reviewer for several scholarly journals and conferences, and as a panelist for the National Science Foundation. Dr. Tang has published four technical books, two book chapters, and many scholarly journal papers, and has delivered invited presentations. His previous book is Engineering Research: Design, Methods, and Publication published by Wiley in 2020. Dr. Tang earned his doctoral degree of Mechanical Engineering from the University of Michigan–Ann Arbor, master’s degree and bachelor’s degree of Mechanical Engineering from Tianjin University, and MBA in Industrial Management from Baker College.