Quality Management

von: Tilo Pfeifer

Carl Hanser Fachbuchverlag, 2002

ISBN: 9783446224025

Sprache: Englisch

620 Seiten, Download: 9461 KB

Format: PDF, auch als Online-Lesen

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Quality Management

	Preface to the 1 st English-language Edition	6
	Preface to the 3 German-language Edition	8
	Content	10
	List of Abbreviations	20
	1 Introduction	24
	References	32
	Holistic Quality Management	34
	2 Total Quality Management	36
	Content	36
	2.1 Introduction	37
	2.2 The term Total Quality Management	38
	2.3 Aspects of Total Quality Management	39
	2.3.1 Company policy, strategy and objectives	39
	2.3.2 Leadership	41
	2.3.3 People orientation and satisfaction	43
	2.3.4 Process orientation	44
	2.3.5 Customer orientation and satisfaction	45
	2.3.6 Result orientation	47
	2.4 Implementing Total Quality Management	49
	2.4.1 General approach	49
	2.4.2 Human Resources	50
	2.4.3 Quality programs and initiatives	52
	2.4.4 Performance assessment and TQM maturity	54
	2.5 Quality awards	54
	2.5.1 Deming Prize	56
	2.5.2 Malcolm Baldrige National Quality Award	57
	2.5.3 European Quality Award	58
	2.5.4 Ludwig- Erhard- Prize	61
	2.6 Quality programs, initiatives and tools	61
	2.6.1 Zero-defects program	61
	2.6.2 Six Sigma	63
	2.6.3 Continuous improvement	65
	2.6.4 Tools used in quality management	70
	2.7 Summary	74
	References	74
	3 Quality Management Systems	78
	Content	78
	3.1 Introduction	80
	3.2 Fundamentals of quality management systems	81
	3.3 Process-oriented quality management	86
	3.4 Quality management and standards	99
	3.5 Introducing QM systems	105
	3.6 Documenting QM systems	124
	3.7 Auditing and certification	135
	3.8 Integrated management systems	143
	3.9 Summary	155
	References	155
	4 Quality and Information	160
	Content	160
	4.1 Introduction	161
	4.2 Knowledge management	161
	4.3 Quality control loop and quality data base	173
	4.4 Computer assistance in quality management	193
	4.5 Overall summary	209
	References	209
	5 Quality and Economic Efficiency	214
	5.1 Introduction	215
	5.2 Definitions of quality-based costs	215
	5.3 Types of quality cost accounting	218
	5.4 Quality-based costs as part of the accounting	224
	system	224
	5.5 Objectives and functions of examinations	228
	of quality-based costs	228
	5.6 Evaluating quality-based costs	229
	5.7 Value analysis	237
	5.8 Target Costing	242
	5.9 Summary	244
	References	245
	6 Quality and the Law	248
	6.1 Introduction	250
	6.1.1 Consequences of insufficient quality	250
	6.1.2 Liability under civil law,	250
	not responsibility under criminal law	250
	6.1.3 Liability only for original defects	252
	6.1.4 Fault and deficiency	252
	6.1.5 The case of the thrust strut	253
	6.2 Contractual liability	255
	6.2.1 Introduction	255
	6.2.2 Liability for breach of warranty	255
	6.2.3 Contractual liability for consequential damage	257
	(“Liability due to positive breach of contract”)	257
	6.2.4 Guarantee	258
	6.2.5 Claim to damages from a liable person	259
	6.2.6 Quality Assurance Agreement	259
	6.3 Non- contractual liability – meaning and intention	263
	6.4 Liability under the terms of the German Product Liability Act (ProdHaftG)	263
	6.4.1 Introduction	263
	6.4.2 Requirements for liability	264
	6.4.3 “ Products” and “ Putting into circulation”	264
	6.4.4 “ Product Faults”	265
	6.4.5 The damage to be compensated	266
	6.4.6 Persons legally deemed liable	266
	6.4.7 Exemption from liability	267
	6.4.8 Further important provisions of the German Product	268
	Liability Act (ProdHaftG)	268
	6.4.9 Summary	269
	6.4.10 Outcome in the thrust strut case	269
	6.5 Liability under the terms of § 823 Par. 1 German Civil Code (BGB)	271
	6.5.1 Introduction	271
	6.5.2 Requirements of liability	272
	6.5.3 Sphere of responsibility of the product manufacturer	273
	6.5.4 Liability of other persons under the terms of	275
	§ 823 Par. 1 BGB	275
	6.5.5 Damage to be compensated	276
	6.5.6 Limitation	276
	6.5.7 Summary	276
	6.5.8 Outcome in the thrust strut case	276
	6.6 Special liability provisions	278
	6.7 The relationship between individual principles of liability	278
	6.8 Obligation to safeguard quality	280
	6.8.1 Introduction	280
	6.8.2 Manufacturing or production faults under the terms of	280
	§ 823 Par. 1 BGB	280
	6.8.3 Scope and nature of inspection	281
	6.8.4 Liability of the manufacturer for services rendered by	283
	externally employed staff (particularly components	283
	suppliers) in relation to his/her product	283
	6.9 Burden of proof and collecting evidence	286
	6.9.1 Introduction	286
	6.9.2 Distribution of the burden of proof in relation to	287
	manufacturing faults	287
	6.9.3 Collecting evidence (Documentation)	289
	6.10 Protection of the manufacturer	291
	6.10.1 Introduction	291
	6.10.2 Safety-oriented product and manufacturing	291
	process design	291
	6.10.3 Contractual limitation of or exemption from	292
	liability risks	292
	6.10.4 Insuring manufacturing risk	293
	6.11 Statutory and other product safety standards	294
	6.11.1 Introduction	294
	6.11.2 Safety standards regulated by law and	294
	statutory regulations	294
	6.11.3 Other standards relating to product safety –	300
	DIN, VDE, ISO and other standards	300
	References	304
	Further reading	304
	Part B Quality Management in the Product Life Cycle	306
	7 The Early Phases of Quality Management	308
	7.1 Introduction	310
	7.2 Planning product characteristics	311
	7.2.1 Identifying customer requirements	317
	7.2.2 Planning technical specifications	324
	7.3 Planning the conditions for realization	327
	7.4 Quality management in virtual product and process verification, as exemplified by assembly planning	328
	7.4.1 Basis for virtual product and process support	329
	7.4.2 Computer-assisted methods of virtual product and process support	331
	7.4.3 Conclusion	334
	7.5 QM program planning	335
	7.6 QFD – Quality Function Deployment	336
	7.6.1 What is Quality Function Deployment?	337
	7.6.2 QFD Tools ( House of Quality)	337
	7.6.3 QFD in practice	342
	7.7 Rapid Quality Deployment	344
	7.7.1 Rapid Quality Deployment – The Aachen Model	344
	7.7.2 Summary	350
	7.8 TRIZ – Developing innovative products and processes	350
	7.8.1 Introduction to TRIZ	352
	7.8.2 Options for integration into Quality Engineering	354
	7.8.3 Application of the TRIZ method	354
	7.9 Design Review	361
	7.9.1 Definition of Design Review	361
	7.9.2 Types of Design Reviews	362
	7.9.3 Functions, objectives and execution	363
	7.10 Quality Evaluation (QE)	367
	7.11 Fault-Tree Analysis and related methods	369
	7.11.1 Structure of Fault-Tree Analysis	370
	7.11.2 The role of systems analysis as the basis for Fault-Tree Analysis	371
	7.11.3 Drawing up a fault tree	373
	7.11.4 Evaluating fault trees	374
	7.12 Design of Experiments (DoE)	376
	7.12.1 Approach to planning, conducting and evaluating experiments	377
	7.12.2 One-factor-at-a-time method	380
	7.12.3 Full factorial designs	381
	7.12.4 Fractional factorial designs	391
	7.12.5 Response surface designs	400
	7.12.6 Robustness	404
	7.12.7 Methods developed by Taguchi	406
	7.12.8 Methods developed by Shainin	407
	7.12.9 Optimal design theory	411
	7.12.10 Heuristic screening	412
	7.13 Failure Modes and Effects Analysis (FMEA)	414
	7.13.1 History of FMEA	415
	7.13.2 Types of FMEA	416
	7.13.3 Description of the method	417
	7.13.4 FMEA as teamwork	423
	7.13.5 Introducing the method into the company	424
	7.13.6 Benefits of FMEA	424
	7.13.7 Computer-assisted tools	426
	7.14 Statistical tolerancing	429
	7.14.1 Functions of statistical tolerancing	429
	7.14.2 Statistical tolerancing methods	430
	7.14.3 Example of a statistical tolerance calculation for individual dimensions with rectangular distribution	432
	7.14.4 Example of a statistical tolerance calculation for individual dimensions with normal distribution	436
	7.14.5 Cost Tolerance Sensitivity Analysis (CTSA)	437
	7.15 Inspection and test planning	442
	7.15.1 Functions of inspection and test planning	442
	7.15.2 Integration of test and inspection planning into the company	445
	7.15.3 Information flow in drawing up test and inspection plans	447
	7.15.4 Structure and contents of the test plan	448
	7.15.5 Procedure for drawing up test plans	448
	7.15.6 Test and inspection planning as a CAQ module	457
	7.16 Summary and outlook	460
	References	460
	8 Quality Management in Procurement	470
	8.1 Introduction	471
	8.2 Procurement strategies	471
	8.3 Aspects of civil law	478
	8.4 Functions of quality management in procurement	480
	8.5 Quality Chain Management	498
	8.6 TQM in procurement	501
	8.7 Summary	503
	References	504
	9 Quality Management in Manufacturing	506
	Content	506
	9.1 Introduction	507
	9.2 Standards and guidelines	507
	9.3 Test-data acquisition	509
	9.3.1 Testing modes and methods	510
	9.3.2 Measurement and testing engineering	514
	9.3.3 Computer-assisted test-data acquisition	521
	9.4 Test-data evaluation	521
	9.4.1 Preparation, condensing and presentation of test data	523
	9.4.2 Indicators and indicator systems in test-data evaluation	528
	9.4.3 Use of test-data evaluation in companies	529
	9.4.4 Possible uses for the results of the test-data evaluation in the company	530
	9.4.5 Examples of the use of test-data evaluation	532
	9.5 Statistical Process Control	535
	9.5.1 Statistical process behavior	536
	9.5.2 Application of Statistical Process Control	539
	9.5.3 Boundary conditions for the use of Statistical Process Control	543
	9.6 Capability analyses	551
	9.6.1 Stability and capability of a process	551
	9.6.2 Defining machine and process capability	553
	9.6.3 Capability analysis – procedure and principles of calculation	553
	9.7 Management of inspection and test equipment	554
	9.7.1 Planning and procuring test instruments	558
	9.7.2 Administering test and inspection equipment	560
	9.7.3 Monitoring test equipment	567
	9.8 Summary	575
	References	575
	10 Quality Management in Field Data Evaluation	580
	Content	580
	10.1 Introduction	581
	10.2 Market research	583
	10.2.1 Surveys	583
	10.2.2 Observation	584
	10.2.3 Experiments	585
	10.3 Serial trials	585
	10.3.1 Simulation of individual types of loads	586
	10.3.2 Simulation of the environment	586
	10.3.3 Field tests	586
	10.4 Acquisition and processing of field data	586
	10.4.1 Sources of data	587
	10.4.2 Data acquisition	589
	10.4.3 Processing of field data	590
	10.5 Weibull analysis	594
	10.5.1 The Weibull distribution function	595
	10.5.2 The life span grid	596
	10.5.3 Determining the parameters of the	598
	Weibull distribution	598
	10.5.4 Taking account of units which have not become	600
	defective	600
	10.5.5 Taking account of other life span characteristics	600
	10.5.6 Correlation between test and field results	601
	10.5.7 Failure mechanisms in the Weibull analysis	602
	10.6 Isochronous diagram	606
	10.7 Service quality	607
	10.7.1 Service creation	608
	10.7.2 Service engineering	608
	10.7.3 Service management	608
	10.8 Summary	610
	References	610
	Index	614

Quality Management

von: Tilo Pfeifer

Quality Management

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