QULAITY CONTROL: Assuring

Repeatable and Complaint Processes.

We will deal with the compliance process or simply the Control process in
this session.
Quality Control :
Quality control is the third universal process in the Juran Trilogy.
The others are Quality Planning and Quality improvement.

In US, the term “Quality control” now often has the meaning defined
previously. It is a piece of a “performance excellence, operational
excellence, business excellence, or the total quality program," which
are now used interchangeably to compromise the all embracing term
to describe the methods, tools and techniques to manage the quality
of an organization.

Refer Diagram
Juran Trilogy Diagram
Input –output Diagram

Choose Control Subjects

Establish measurements of
control subjects

Establish standards of
performance

Interpret actual vs standard

Take action on difference

Relation between Quality control and Quality Assurance:

1. Similarity:

• Each evaluates performance.

• Each compares performance to goals.
• Each acts on difference.

2. Differences:

• Quality control has as its primary purpose maintaining control.

The main purpose of quality assurance is to verify that control is
being maintained.
The feedback loop:

Quality control takes place by use of the feedback loop. The progression of
steps is as follows:
1. A sensor is plugged in to evaluate the actual quality of the control
subject.
2. The sensor reports the performance to an umpire.
3. The umpire also receives information on the quality goal or standard.
4. The umpires compares actual performance to standard. If the difference
is too great, the umpire energizes an actuator.
5. The actuator stimulates the process ( whether human or technological )
to change the performance so as to bring quality into line with the
quality goal.
6. The process responds by restoring conformance.
The elements of the feedback loop:

The feedback loop is a universal. It is fundamental to maintaining

control of every process. It applies to all types of operations, whether in
service industries or manufacturing industries, whether for profit or
not.

Basic steps involved in this are:

1. Choose control subject

2. Establish measurement
3. Establish standards of performance
4. Measure actual performance
5. Compare standards
6. Take action on the difference.
Taking Corrective actions:

There are many ways of taking corrective actions to troubleshoot a process and
return to the “ status quo.

The popular one is a root cause and corrective measures is the so called PDCA
or PDSA.

It is first popularized by Walter Shewhart and then by Dr. Deming.

Also known as Deming wheel

PDCA stands for Plan, Do, Check and Act

PDSA stands for Plan, Do, Study and Act.
The Pyramid of control:

Executive controls: Balanced scorecards

Macro process controls by managers

Control by the workforce

Automated controls
Some of the widely used quality control concepts are:

1. The process Map or Flow diagram.

2. The control Spreadsheet.
3. The Shewhart control chart:
- Average
- LCL
- UCL
4. Statistical Control Limits and tolerances.
SPC
Fish bone diagram
Pareto chart etc.
5. Quality manuals and
6. Provisions for Audits
 Quality control concepts…..

1. Flow Diagram: The flow diagram helps the planning team in-

• Understanding the overall process

• Each team member understand their segment of the process.
• Identifying the control subjects around which the feedback loop are
built.

2 . The control Spreadsheet: It is a horizontal spreadsheet with

rows and columns with various control subjects.

3. The Shewhart control charts: PDCA ( its been discussed )

 Quality control concepts…..

4. Statistical Control Limits and tolerances.

SPC- Statistical Process Control

Fish bone diagram- Cause and Effect Diagram
Pareto chart etc.- 80-20 chart

5. Quality Manuals: It is the written document, provided by the buyer

to the manufacturer. It includes all the requirements of the buyer for
the particular order. It includes all the quality check points. It also
has instructions of Do’s and don’t’s. In short it is the bible for the
manufacturer.

6. Quality Audits: It is the regular, time to time check by the buyer for
their goods. They follow their set and mutually agreed controls
checklist while doing quality audits. It works like an alarm system to
the manufacturers.