Table Of ContentBusiness Management / Quality & Six Sigma B
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The Quality Improvement Field Guide
Achieving and Maintaining Value in Your Organization
“New to quality? Read this.”
—Forrest Breyfogle III, Smatter Solutions, Inc. T
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“Matt Barsalou has added another ‘must-have’ text to the list of a quality
professional’s library of holdings. He has provided some highly-relevant topics Q
not found in other quality texts and his inclusion of a 28-page ASQ glossary and U
six pages of references substantially add to the value of the book.” A
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—Jack B. ReVelle, Ph.D., ReVelle Solutions, LLC
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The Quality Improvement Field Guide: Achieving and Maintaining Value in
Your Organization covers the key aspects that quality professionals must know to I
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attain mastery in their field. After reading this book, readers will not only gain an
understanding of the key quality improvement concepts, but will gain the practical P
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insight required to implement them correctly.
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The book starts with a brief history of quality and quality management, including
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the necessary quality documents. It describes key quality standards, including ISO M
9001:2008, the upcoming ISO 9001:2015, and ISO 9004:2008. Next, it explores
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quality deployment concepts such as capturing the voice of the customer, the N
Kano model, quality function deployment, and quality policy deployment. SMART T T H E
goals, SWOT analysis, and key process indicators are also addressed.
F Qualit y Improvement
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The book covers the seven classic quality tools: flowchart, Ishikawa diagram, E
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Pareto diagram, scatter diagram, histogram, check sheet, and run chart. It also
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identifies the seven new management and planning tools: affinity diagram, tree Field Guide
diagram, process decision program chart, matrix diagram, prioritization matrix, G
interrelationship digraph, and activity network diagram. U
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Presenting methods for failure prevention and detection, the text explores
E Achieving and Maintaining
measurement system analysis, gage repeatability and reproducibility studies, and
the basics of maintaining a calibration system. It examines the various aspects of
Value in Your Organization
continuous quality improvement, complaints management, and the use of 8D
reports for reporting on failures.
Matthew A. Barsalou
K26958
ISBN: 978-1-4987-4574-1
90000
9 781498 745741
T H E
Quality Improvement
Field Guide
Achieving and Maintaining
Value in Your Organization
T H E
Quality Improvement
Field Guide
Achieving and Maintaining
Value in Your Organization
Matthew A. Barsalou
Boca Raton London New York
CRC Press is an imprint of the
Taylor & Francis Group, an informa business
A PRODUCTIV ITY PRESS BOOK
CRC Press
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Version Date: 20151006
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Dedicated to the memory of Anna Witkopp
Contents
Preface ........................................................................................................xi
Acknowledgments ..................................................................................xiii
Introduction .............................................................................................xv
Author .....................................................................................................xvii
1 An Introduction to Quality ..........................................................1
1.1 History of Quality ..............................................................................1
1.1.1 Quality Gurus ..........................................................................3
1.1.1.1 W. Edwards Deming ...................................................3
1.1.1.2 Joseph Juran ................................................................4
1.1.1.3 Karou Ishikawa ...........................................................5
1.1.1.4 Walter A. Shewhart ......................................................6
1.1.1.5 Phil Crosby ..................................................................7
1.1.1.6 Armond Feigenbaum ...................................................7
1.1.2 Quality Today ..........................................................................9
1.2 Positions within Quality .....................................................................9
1.2.1 Quality Engineer ......................................................................9
1.2.2 Reliability Engineer ..................................................................9
1.2.3 Quality Manager ....................................................................10
1.2.4 Quality Technician .................................................................10
1.2.5 Quality Inspector ...................................................................10
1.2.6 Auditor ....................................................................................10
2 Quality Management ..................................................................11
2.1 Quality Management Documents ....................................................13
2.1.1 Quality Manual ......................................................................18
2.1.2 Work Instructions ..................................................................19
2.1.3 Process Instructions ...............................................................22
vii
viii ◾ Contents
2.2 Audits ................................................................................................22
2.3 Training .............................................................................................29
2.4 Quality Standards .............................................................................32
2.4.1 ISO 9000 Series ......................................................................32
2.4.2 ISO 9001:2008 ........................................................................33
2.4.3 ISO 9001:2015 .........................................................................36
2.4.4 ISO 9004:2009 ........................................................................37
2.4.5 Other Quality Management Standards ..................................39
3 Quality Deployment ...................................................................41
3.1 Voice of the Customer ......................................................................42
3.2 Kano Model ......................................................................................42
3.3 Quality Function Deployment .........................................................44
3.4 Quality Policy Deployment ..............................................................47
3.5 Key Process Indicators .....................................................................51
4 Quality Tools .............................................................................57
4.1 Classic Seven Quality Tools .............................................................57
4.1.1 Flowchart ................................................................................58
4.1.2 Ishikawa Diagram ..................................................................59
4.1.3 Pareto Diagram ......................................................................61
4.1.4 Scatter Diagram ......................................................................61
4.1.5 Histogram ...............................................................................62
4.1.6 Check Sheet ...........................................................................63
4.1.7 Run Chart ...............................................................................64
4.2 Seven New Management and Planning Tools .................................65
4.2.1 Affinity Diagram ....................................................................65
4.2.2 Tree Diagram .........................................................................65
4.2.3 Process Decision Program Chart ...........................................66
4.2.4 Matrix Diagram ......................................................................66
4.2.5 Prioritization Matrix ...............................................................67
4.2.6 Interrelationship Diagraph .....................................................68
4.2.7 Activity Network Diagram .....................................................68
5 Failure Prevention and Detection ..............................................71
5.1 Failure Mode and Effects Analysis ...................................................71
5.2 Control Plan ......................................................................................78
5.3 Production Part Approval Process ...................................................81
5.4 Advanced Product Quality Planning ...............................................85
