Operation management - Quality assurance in operation

Quality assurance

1. Operation management- Chapter 8: Quality Assurance Supplement : Acceptance Sampling This Photo by Unknown Author is licensed under CC BY-SA-NC

2. Quality assurance business definition Quality assurance (QA) refers to the processes and procedures implemented by a company to ensure that its products or services meet a certain level of quality. The goal of quality assurance is to identify and fix any defects or errors before the products or services are released to the customers. 2

3. Quality assurance (QA)   Q uality assurance (QA) can be defined as a set of activities designed to ensure that a product or service meets the specified requirements and quality standards. This involves the establishment of standards and procedures, the monitoring of processes and the implementation of corrective actions when necessary.

4. Let's take an example of a bakery that wants to maintain consistent quality in its cakes. Quality assurance, in this case, would involve establishing a set of standards and processes to ensure that each cake meets those standards. This may include using specific ingredients, following a recipe, monitoring the baking process, and performing quality checks on the finished product. By implementing these quality assurance measures, the bakery can ensure that each cake meets its desired level of quality, and customers can trust that they will receive a consistently high-quality product every time they visit the bakery.

5. Quality assurance process Quality assurance process The quality assurance process can be complicated, and the list of steps can be very long. In order to simplify it, we can integrate it with the Plan-Do-Check-Act (PDCA) model, which is a common tool used for the management of continuous process improvement. Here's how stages of the quality assurance process can be mapped to the PDCA model: Stage 1: Plan In this first crucial stage, a quality assurance technician or manager will determine clear-cut goals to produce high-quality products and suggest suitable processes to execute those objectives. At this stage, the business can predict any potential problems. 5

6. Stage 2: Do As the name suggests, this stage allows the implementation of the processes identified in the previous phase. The organization carries out its quality plan, which includes establishing procedures, training staff, and implementing quality controls. Stage 3: Check In Stage 3, the results of the tests are checked and compared to what was expected. This helps to see if the products meet the required standards. If they do, then the experts move to the final stage. But if they don't, they go back to the first stage to make necessary improvements. 6

7. Stage 4: Act/Adjust In this final stage, the organization takes action to improve the quality plan based on the results of the previous stage. This involves making changes to the quality plan, implementing new procedures, and continuing to monitor the quality results. 7

8. Quality assurance methods Quality assurance methods QA (Quality Assurance) methods and tools are techniques and instruments utilized to ensure that products and services meet or exceed established quality standards. To commonly used quality assurance methods, we include: Identifying processes Quality audit Control charts Benchmarking Cause and effect diagrams 8

9. Other more advanced tools include six sigma, failure mode and effects analysis, root cause analysis and poka-yoke (error-proofing) method. 9

10. Identifying processes 10 Identifying processes involves defining organizational processes and standards at the beginning of a project to ensure that the development team follows the right path.

11. 11 Quality audit Quality audit is a systematic method used to determine how the outlined processes and standards perform during the development and design period. For example, a quality audit might involve reviewing the design documents to ensure that they meet the project requirements. Control charts Quality assurance engineers typically use control charts to view process changes and assess whether they are stable in comparison to historical data. These charts can provide a foundation for predicting potential results and ascertaining whether a project should make basic alterations or avoid specific problems. For example, a control chart might be used to track the defect rate for a product over time. Identifying processes

12. 12 Benchmarking Benchmarking is a common quality improvement tool that utilizes major performance metrics to find the strengths and weaknesses of procedures. It involves comparing the organization's performance with industry or market standards. Benchmarking can also evaluate prevailing processes in comparison to that of rivals/historic data and hence assist quality assurance experts in recommending suitable actions for improving quality. For example, a company might benchmark its manufacturing processes against those of its competitors to identify areas for improvement. Identifying processes

13. 13 Cause and effect diagrams Cause and effect diagrams, also called F ishbone or Ishikawa diagrams , require members to brainstorm and outline all the possible causes of a problem. These diagrams can be useful for identifying root causes of problems and developing solutions. For example, a cause and effect diagram might be used to identify the various factors that contribute to a particular defect in a product.

14. Cause and effect diagrams 14

15. 15 Internal quality assurance and external quality assurance Internal quality assurance (IQA)  is a process by which an organization ensures that its operations meet quality standards. It involves monitoring and evaluating processes, providing feedback, and implementing improvements in order to maintain and enhance the quality of products or services. IQA is typically carried out by a team within the organization responsible for quality assurance, and it focuses on continuous improvement through feedback and corrective action.

16. 16 External Quality Assurance (EQA)  is a process that ensures consistency, safety, and fairness in assessment and IQA activities carried out by a third party external to the organization. This process is conducted by the Quality Assurer of the Awarding Body.

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18. 18 Here are three examples of quality assurance in different industries: In the  manufacturing industry , quality assurance involves inspecting and testing each product during and after production to ensure that it meets the required standards and specifications. In  software development,  quality assurance involves testing the software thoroughly to identify any bugs or issues that may impact the functionality or user experience. In  healthcare , quality assurance involves reviewing medical procedures and protocols to ensure that they are safe, effective, and comply with industry standards and regulations. This may include monitoring patient outcomes and conducting regular audits to identify areas for improvement. Quality assurance example

19. The main principles of Toyota’s quality assurance system include ‘customer first’ and ‘quality first’. The aim of the quality assurance team is to make sure that each vehicle that comes out of any of their worldwide factories fulfils the organisation’s high standards for safety and quality. 3. There are around 2000 checks performed on every vehicle prior to signing it off as ready for delivery 19 This Photo by Unknown Author is licensed under CC BY

20. Advantages and disadvantages of quality assurance Quality assurance helps to ensure that products and services meet or exceed customer expectations. While there are various advantages to implementing quality assurance processes, there are also some potential drawbacks to consider. In this regard, below are some advantages and disadvantages of quality assurance that businesses should be aware of. 20

21. Advantages of quality assurance Consistent and predictable quality of products or services Reduction in defects, waste, and errors Increased customer satisfaction and loyalty Improved efficiency and productivity Identification of areas for process improvement Compliance with regulations and standards 21 This Photo by Unknown Author is licensed under CC BY-SA-NC

22. Disadvantages of quality assurance Disadvantages of quality assurance include: High initial investment in resources and training Time-consuming and complex process May create a bureaucratic and rigid system Can be difficult to measure the effectiveness of quality assurance May not be suitable for all industries or types of projects. Resistance to Change: Employees and teams may resist changes associated with implementing new QA processes and standards. This can lead to a slower adoption rate and reduced effectiveness of QA measures. 22 This Photo by Unknown Author is licensed under CC BY-SA

23. Quality assurance vs quality control Quality assurance vs quality control The main difference between quality assurance and quality control is that QA focuses on developing processes to achieve the expected level of quality and avoid defects, while QC is the process of identifying defects and verifying the quality. The following table shows the difference between quality assurance and quality control. 23 Quality assurance (QA) Quality control (QC) The objective of QA is to avoid defects. QA is a method to manage quality. QA does not include the execution of the program. QA for instance: verification QA ensures that the right thing is being done. The objective of QC is the identification and improvement of defects. QC is a technique for the verification of quality. QC always includes the execution of the program. QC for instance: validation QC ensures the results of what is being done are what is anticipated.

24. 1.What is the primary purpose of Quality Assurance? A) To increase the number of features in a product. B) To ensure that the product meets specified requirements and standards. C) To reduce the time to market. D) To decrease production costs. 2. Which of the following is a key component of Quality Assurance? A) Marketing strategy. B) Test planning and execution. C) Sales forecasting. D) Budget planning. 24

25. 3.What is a major cost-related disadvantage of implementing Quality Assurance? A) It requires no additional costs. B) It involves investing in tools, technologies, and skilled personnel. C) It decreases operational costs. D) It increases revenue immediately. 4. What is a common challenge for smaller organizations regarding Quality Assurance? A) Easy resource allocation. B) Sufficient resources for effective QA. C) Lack of skilled personnel. D) Difficulty allocating sufficient resources. 25

26. Acceptance Sampling 26

27. Acceptance Sampling Acceptance sampling is a form of inspection that is applied to lots or batches of items either before or after a process instead of during the process. In the majority of cases, the lots represent incoming purchased items or final products awaiting shipment to warehouses or customers. The purpose of acceptance sampling is to decide whether a lot satisfies predetermined standards. Lots that satisfy these standards are passed or accepted Ref book Operations Management by William J. Stevenson 27

28. Acceptance sampling procedures are most useful when one or more of the following conditions exist: 1. A large number of items must be processed in a short time. 2. The cost consequences of passing defectives are low. 3. Destructive testing is required. 4. Fatigue or boredom caused by inspecting large numbers of items leads to inspection errors 28

29. SAMPLING PLANS Single sampling plans One sample is taken, and a decision is made based on that sample. Double Sampling Plan: Two samples are taken, and decisions are made after each sample. Multiple Sampling Plan: More than two samples are taken, and decisions are made sequentially. 29

30. Single sampling plans Under this plan, a single sample is drawn from the lot. Each and every unit of the sample is inspected and the number of defectives (d) in the sample is noted. The number of defectives (d) is then compared with the acceptance number (a). The lot is accepted only if the number of defectives in the sample are less than or equal to acceptance number. For instance an acceptance number (a) of 3 in a lot size (n) of 50 would mean that if the number of defectives (d) in the sample are equal to 0,1,2 or 3, the lot will be accepted otherwise rejected. 30

31. Double -Sampling Plan With a double-sampling plan, two values are specified for the number of defective items, a lower level, c 1 , and an upper level, c 2 . For instance, the lower level might be two defectives and the upper level might be five defectives. Using those values as decision rules, the first sample is taken. If the number of defective items in the first sample is less than or equal to the lower value (i.e., c 1 ), the lot is judged to be good and sampling is terminated. Conversely, if the number of defectives exceeds the upper value (i.e., c 2 ), the lot is rejected. 31

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33. Multiple-Sampling Plan 33 A multiple-sampling plan is similar to a double-sampling plan except that more than two samples may be required. A sampling plan will specify each sample size and two limits for each sample. The values increase with the number of samples. If, for any sample, the cumulative number of defectives found (i.e., those in the present sample plus those found in all previous samples) exceeds the upper limit specified for that sample, sampling is terminated and the lot is rejected. If the cumulative number of defectives is less than or equal to the lower limit, sampling is terminated and the lot is passed. If the number is between the two limits, another sample is taken. The process continues until the lot is either accepted or rejected. This Photo by Unknown Author is licensed under CC BY-SA

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35. Choosing a Plan The cost and time required for inspection often dictate the kind of sampling plan used. The two primary considerations are the number of samples needed and the total number of observations required. Single-sampling plans involve only a single sample, but the sample size is large relative to the total number of observations taken under double- or multiple-sampling plans. Where the cost to obtain a sample is relatively high compared with the cost to analyze the observations, a single-sampling plan is more desirable. For instance, if a sample of moon soil is needed 35

36. clearly the cost of returning for a second or third sample far outweighs the cost of analyzing a single large sample. Conversely, where item inspection costs are relatively high, such as destructive testing, it may be better to use double or multiple sampling because the average number of items inspected per lot will be lower. This stems from the fact that a very good or very poor lot quality will often show up initially, and sampling can be terminated. 36 Choosing a Plan

37. LIMITATIONS OF ACCEPTANCE SAMPLING Since the decisions of accepting or rejecting the lot are based on sample, so there is always some likelihood of making wrong decisions regarding the quality of lot resulting in consumer’s risk or producer’s risk. The effective outcomes of acceptance sampling technique depend on the randomness of samples, quality characteristics to be tested, lot size, acceptance critical etc. It provides less information as compared to 100% inspection. 37

38. The Malaysian Approved Standards comprise: The Malaysian Approved Standards comprise: a) International Standards on Auditing (ISAs) (As adopted); b) International Standards on Review Engagements (ISREs) (As adopted); c)International Standards on Assurance Engagements (ISAEs) (As adopted); D)International Standards on Related Services (ISRSs) (As adopted); and International Standards on Quality Control (ISQCs) (As adopted). 38

39. Tetra Inspection is a leading provider of quality control services in Malaysia. they have a team of experienced inspectors located across the country and are familiar with the QC in Malaysia and internationally-accepted quality control standards. DocShipper DocShipper   has been  providing sourcing/shipping  services for over a decade. These services include not only the   management of the shipping process , but also all  legal and quality checks  of the products. DocShipper's   experts provide quality inspection  in the shortest possible time throughout the world thanks to its network in over 80 countries, including Malaysia. You'll get fast results to improve  your supply chain by using their services . What's the best thing about  DocShipper ? 39

40. QIMA (formerly AsiaInspection ) was established in Hong Kong in 1997. Onsite inspections Video inspections Food inspections Ethical and manufacturing audits Quality assurance Lab testing 40

41. Practice 1 Choose any companies and discuss the successes and failures of its quality control using case studies from Malaysia. 41

42. KFC 42 This Photo by Unknown Author is licensed under CC BY-SA Their quality control begins from the supply of all the raw materials. An annual supplier audit is conducted by an international third party auditing company appointed by YUM. Audits are also carried out by a team of food technologists from the KFC Quality Assurance Department to ensure food safety, quality systems, packaging facility, distribution and transportation. Temperature & Shelf-Life Control Product cooked at high temperatures, well above the minimum set by World Health Organization (WHO), in line with our strict temperature and shelf-life control, to ensure that food served are safe and fresh. Product Handling Stringent procedures are implemented to minimize risk of cross-contamination between raw and ready-to-eat products.

43. Rayani Air This airline set itself apart as Malaysia’s first Shariah compliant airline. The airline made its first flight to Langkawi on 20 December 2015. However, what followed was a series of unfortunate and messy events. Many domestic flights were cancelled including their flights to Kota Kinabalu, Kuching, and Langkawi. Rayani Air was then revoked of its air service license following MAVCOM’s decision that it lacked financial and management capacity to continue operating as a commercial airline. The airline then apologized that it could no longer provide refunds for the cancelled flights as a result of investors pulling out after their Air Service License (ASL) and Air Service Permit (ASP) was withdrawn. 43

44. Vape Shops The debate on whether to ban or regulate vaping in Malaysia caused many of the vape shops in the country to go up in smokes. Regular raids by Ministry of Health on vape shops was also part of the reason behind many having to call it quits. The main worry with vaping is the danger in home-made vape liquids, also known as vape juice, as the nicotine content is not standardized, and there is no sure way of knowing what is in the liquids. However, despite raids by health officials and debate on the bans, the vaping industry was said to be supportive of regulations in Malaysia. As of now, vape shops are still around although not as many as when Malaysians were first introduced to vaping about 2 years ago. 44 This Photo by Unknown Author is licensed under CC BY-ND

45. The Malaysian Approved Standards comprise: The Malaysian Approved Standards comprise: 45