Reading Assignment:

Download and read Chapter 6 in Essentials of Quality With Cases and Experiential Exercises.  Review the Discussion Questions at the end of the chapter to be sure that you understand what you have read.

It is important to note again that all the quality gurus agree that top management support and involvement are essential to the success of any quality initiative.  Regardless of the particular quality system adopted--Deming's, Juran's, Crosby's, TQM, CQI, Six Sigma etc.--success depends first on the level of involvement of top management.

This chapter begins the section on Quality Management. Its focus is on management at the functional rather than the strategic level.  To this point in the course we have discussed the technological methodology and tools of quality. From this point on we will focus more on the management aspects of quality.

Work instructions are important in insuring that things are done consistently time after time. By documenting the current process, they also serve as a baseline for continuous improvement activities. Once an improvement is identified, the modified work instructions help insure that the new process is properly communicated and implemented consistently.

Defects in a product or service can be classified according to the seriousness of the consequences that may result from the defect. One common scheme uses three classifications: critical, major and minor.  This classification scheme can be useful in the same way that Pareto analysis can help in focusing attention on the most important factors.  Resolution of the causes of critical defects normally would take precedence over the other two classes of defects.

Proper identification of materials is an important aspect of a quality system. All materials must be properly marked as to product as well as other important information (e.g. safety, handling, quality, manufacturer). Often product identification incorporated into the product itself (e.g. serial number or lot number) is used in lot traceability.  You may be familiar with the lot number that appears on many food products.  When a problem is identified, the manufacturer will advertise a recall of products with specific lot numbers.

Material status also must be clearly identified. This is especially important for materials that are on hold or reject status to insure that they are not inadvertently used prior to quality release. These materials should be clearly marked and physically segregated.  In some companies this is accomplished with the use of printed stickers of different colors:  Red for "QC REJECT," Yellow for "QC HOLD," and Green for "QC OK."

A Materials Review Board (MRB) often has the responsibility for determining the disposition of nonconforming product. This responsibility usually includes proposing action necessary to prevent recurrence of the nonconformance.  It is important to note that the MRB should not have the authority to change a lot's status from nonconforming to conforming.  The MRB may grant a waiver which allows the nonconforming material to be used "as-is" based on a unanimous judgment that this is the best course of action considering all the circumstances involved.  The supplier should always be notified of MRB actions.

Answer Discussion Questions 1-11 at the end of Chapter 6 of the text.
 

Do Exercises and Activities 1 at the end of Chapter 6 of the text.