Quality Management

Preface to the 1 st English-language Edition

Preface to the 3 German-language Edition

Content

List of Abbreviations

1 Introduction

References

Holistic Quality Management

2 Total Quality Management

Content

2.1 Introduction

2.2 The term Total Quality Management

2.3 Aspects of Total Quality Management

2.3.1 Company policy, strategy and objectives

2.3.2 Leadership

2.3.3 People orientation and satisfaction

2.3.4 Process orientation

2.3.5 Customer orientation and satisfaction

2.3.6 Result orientation

2.4 Implementing Total Quality Management

2.4.1 General approach

2.4.2 Human Resources

2.4.3 Quality programs and initiatives

2.4.4 Performance assessment and TQM maturity

2.5 Quality awards

2.5.1 Deming Prize

2.5.2 Malcolm Baldrige National Quality Award

2.5.3 European Quality Award

2.5.4 Ludwig- Erhard- Prize

2.6 Quality programs, initiatives and tools

2.6.1 Zero-defects program

2.6.2 Six Sigma

2.6.3 Continuous improvement

2.6.4 Tools used in quality management

2.7 Summary

References

3 Quality Management Systems

Content

3.1 Introduction

3.2 Fundamentals of quality management systems

3.3 Process-oriented quality management

3.4 Quality management and standards

3.5 Introducing QM systems

3.6 Documenting QM systems

3.7 Auditing and certification

3.8 Integrated management systems

3.9 Summary

References

4 Quality and Information

Content

4.1 Introduction

4.2 Knowledge management

4.3 Quality control loop and quality data base

4.4 Computer assistance in quality management

4.5 Overall summary

References

5 Quality and Economic Efficiency

5.1 Introduction

5.2 Definitions of quality-based costs

5.3 Types of quality cost accounting

5.4 Quality-based costs as part of the accounting

system

5.5 Objectives and functions of examinations

of quality-based costs

5.6 Evaluating quality-based costs

5.7 Value analysis

5.8 Target Costing

5.9 Summary

References

6 Quality and the Law

6.1 Introduction

6.1.1 Consequences of insufficient quality

6.1.2 Liability under civil law,

not responsibility under criminal law

6.1.3 Liability only for original defects

6.1.4 Fault and deficiency

6.1.5 The case of the thrust strut

6.2 Contractual liability

6.2.1 Introduction

6.2.2 Liability for breach of warranty

6.2.3 Contractual liability for consequential damage

(“Liability due to positive breach of contract”)

6.2.4 Guarantee

6.2.5 Claim to damages from a liable person

6.2.6 Quality Assurance Agreement

6.3 Non- contractual liability – meaning and intention

6.4 Liability under the terms of the German Product Liability Act (ProdHaftG)

6.4.1 Introduction

6.4.2 Requirements for liability

6.4.3 “ Products” and “ Putting into circulation”

6.4.4 “ Product Faults”

6.4.5 The damage to be compensated

6.4.6 Persons legally deemed liable

6.4.7 Exemption from liability

6.4.8 Further important provisions of the German Product

Liability Act (ProdHaftG)

6.4.9 Summary

6.4.10 Outcome in the thrust strut case

6.5 Liability under the terms of § 823 Par. 1 German Civil Code (BGB)

6.5.1 Introduction

6.5.2 Requirements of liability

6.5.3 Sphere of responsibility of the product manufacturer

6.5.4 Liability of other persons under the terms of

§ 823 Par. 1 BGB

6.5.5 Damage to be compensated

6.5.6 Limitation

6.5.7 Summary

6.5.8 Outcome in the thrust strut case

6.6 Special liability provisions

6.7 The relationship between individual principles of liability

6.8 Obligation to safeguard quality

6.8.1 Introduction

6.8.2 Manufacturing or production faults under the terms of

§ 823 Par. 1 BGB

6.8.3 Scope and nature of inspection

6.8.4 Liability of the manufacturer for services rendered by

externally employed staff (particularly components

suppliers) in relation to his/her product

6.9 Burden of proof and collecting evidence

6.9.1 Introduction

6.9.2 Distribution of the burden of proof in relation to

manufacturing faults

6.9.3 Collecting evidence (Documentation)

6.10 Protection of the manufacturer

6.10.1 Introduction

6.10.2 Safety-oriented product and manufacturing

process design

6.10.3 Contractual limitation of or exemption from

liability risks

6.10.4 Insuring manufacturing risk

6.11 Statutory and other product safety standards

6.11.1 Introduction

6.11.2 Safety standards regulated by law and

statutory regulations

6.11.3 Other standards relating to product safety –

DIN, VDE, ISO and other standards

References

Further reading

Part B Quality Management in the Product Life Cycle

7 The Early Phases of Quality Management

7.1 Introduction

7.2 Planning product characteristics

7.2.1 Identifying customer requirements

7.2.2 Planning technical specifications

7.3 Planning the conditions for realization

7.4 Quality management in virtual product and process verification, as exemplified by assembly planning

7.4.1 Basis for virtual product and process support

7.4.2 Computer-assisted methods of virtual product and process support

7.4.3 Conclusion

7.5 QM program planning

7.6 QFD – Quality Function Deployment

7.6.1 What is Quality Function Deployment?

7.6.2 QFD Tools ( House of Quality)

7.6.3 QFD in practice

7.7 Rapid Quality Deployment

7.7.1 Rapid Quality Deployment – The Aachen Model

7.7.2 Summary

7.8 TRIZ – Developing innovative products and processes

7.8.1 Introduction to TRIZ

7.8.2 Options for integration into Quality Engineering

7.8.3 Application of the TRIZ method

7.9 Design Review

7.9.1 Definition of Design Review

7.9.2 Types of Design Reviews

7.9.3 Functions, objectives and execution

7.10 Quality Evaluation (QE)

7.11 Fault-Tree Analysis and related methods

7.11.1 Structure of Fault-Tree Analysis

7.11.2 The role of systems analysis as the basis for Fault-Tree Analysis

7.11.3 Drawing up a fault tree

7.11.4 Evaluating fault trees

7.12 Design of Experiments (DoE)

7.12.1 Approach to planning, conducting and evaluating experiments

7.12.2 One-factor-at-a-time method

7.12.3 Full factorial designs

7.12.4 Fractional factorial designs

7.12.5 Response surface designs

7.12.6 Robustness

7.12.7 Methods developed by Taguchi

7.12.8 Methods developed by Shainin

7.12.9 Optimal design theory

7.12.10 Heuristic screening

7.13 Failure Modes and Effects Analysis (FMEA)

7.13.1 History of FMEA

7.13.2 Types of FMEA

7.13.3 Description of the method

7.13.4 FMEA as teamwork

7.13.5 Introducing the method into the company

7.13.6 Benefits of FMEA

7.13.7 Computer-assisted tools

7.14 Statistical tolerancing

7.14.1 Functions of statistical tolerancing

7.14.2 Statistical tolerancing methods

7.14.3 Example of a statistical tolerance calculation for individual dimensions with rectangular distribution

7.14.4 Example of a statistical tolerance calculation for individual dimensions with normal distribution

7.14.5 Cost Tolerance Sensitivity Analysis (CTSA)

7.15 Inspection and test planning

7.15.1 Functions of inspection and test planning

7.15.2 Integration of test and inspection planning into the company

7.15.3 Information flow in drawing up test and inspection plans

7.15.4 Structure and contents of the test plan

7.15.5 Procedure for drawing up test plans

7.15.6 Test and inspection planning as a CAQ module

7.16 Summary and outlook

References

8 Quality Management in Procurement

8.1 Introduction

8.2 Procurement strategies

8.3 Aspects of civil law

8.4 Functions of quality management in procurement

8.5 Quality Chain Management

8.6 TQM in procurement

8.7 Summary

References

9 Quality Management in Manufacturing

Content

9.1 Introduction

9.2 Standards and guidelines

9.3 Test-data acquisition

9.3.1 Testing modes and methods

9.3.2 Measurement and testing engineering

9.3.3 Computer-assisted test-data acquisition

9.4 Test-data evaluation

9.4.1 Preparation, condensing and presentation of test data

9.4.2 Indicators and indicator systems in test-data evaluation

9.4.3 Use of test-data evaluation in companies

9.4.4 Possible uses for the results of the test-data evaluation in the company

9.4.5 Examples of the use of test-data evaluation

9.5 Statistical Process Control

9.5.1 Statistical process behavior

9.5.2 Application of Statistical Process Control

9.5.3 Boundary conditions for the use of Statistical Process Control

9.6 Capability analyses

9.6.1 Stability and capability of a process

9.6.2 Defining machine and process capability

9.6.3 Capability analysis – procedure and principles of calculation

9.7 Management of inspection and test equipment

9.7.1 Planning and procuring test instruments; performance testing

9.7.2 Administering test and inspection equipment

9.7.3 Monitoring test equipment

9.8 Summary

References

10 Quality Management in Field Data Evaluation

Content

10.1 Introduction

10.2 Market research

10.2.1 Surveys

10.2.2 Observation

10.2.3 Experiments

10.3 Serial trials

10.3.1 Simulation of individual types of loads

10.3.2 Simulation of the environment

10.3.3 Field tests

10.4 Acquisition and processing of field data

10.4.1 Sources of data

10.4.2 Data acquisition

10.4.3 Processing of field data

10.5 Weibull analysis

10.5.1 The Weibull distribution function

10.5.2 The life span grid

10.5.3 Determining the parameters of the

Weibull distribution

10.5.4 Taking account of units which have not become

defective

10.5.5 Taking account of other life span characteristics

10.5.6 Correlation between test and field results

10.5.7 Failure mechanisms in the Weibull analysis

10.6 Isochronous diagram

10.7 Service quality

10.7.1 Service creation

10.7.2 Service engineering

10.7.3 Service management

10.8 Summary

References

Index