College of Administrative and Financial Sciences
Assignment 1
Deadline: 10/03/2020 @ 23:59
Course Name: Quality Management
Student’s Name
Course Code: MGT-424
Student’s ID Number:
Semester: 2nd /Spring 2019-2020
CRN: 20926
Academic Year: 1440/1441 H
For Instructor’s Use only
Instructor’s Name: Dr. Gaurav Sukhdayal Vishwakarma
Students’ Grade:
XX/05.00
Level of Marks:
High/Middle/Low
Instructions – PLEASE READ THEM CAREFULLY
1. The Assignment must be submitted on Blackboard (WORD format only) via allocated
folder.
2. Assignments submitted through email will not be accepted.
3. Students are advised to make their work clear and well presented, marks may be
reduced for poor presentation. This includes filling your information on the cover page.
4. Students must mention question number clearly in their answer.
5. Late submission will NOT be accepted.
6. Avoid plagiarism, the work should be in your own words, copying from students or
other resources without proper referencing will result in ZERO marks. No exceptions.
7. All answered must be typed using Times New Roman (size 12, double-spaced) font.
No pictures containing text will be accepted and will be considered plagiarism).
8. Submissions without this cover page will NOT be accepted.
9. Assignment -1 should be submitted on or before the end of Week- 7 .
Learning Outcome:
1. Use quality improvement tools and practices for continuous improvement. (LO: 3.5 & 3.8).
2. Identify and resolve the Manufacturing / Procurement related quality issues (LO: 1.6 & 1.7).
Instruction to search the Article:
1. Via your student services page, log in to the Saudi Digital Library.
2. After your login with your student ID, search for the following case study:
“Improvement of the customer satisfaction through Quality Assurance Matrix and QC-Story methods:
A case study from automotive industry”
Aurthors- G M Sicoe1, N Belu1, N Rachieru1 and E V Nicolae2
In this case study, the authors discussed the impact of using Quality Assurance Matrix
(QAM) and Quality Control Story techniques in the automotive industry field, and how it can
increase the quality performance and customer satisfaction.
Assignment Questions:
1- In brief, explain the meaning of quality assurance matrix and quality control-story methods
discussed in the case. ( Minimum of 200 words ) , [ 1.5 Mark ]
2A. Describe the tools that can be implemented in the application of Quality Assurance
Matrix (QAM) and Quality Control Story. ( Minimum of 150 words ) , { 1.5 Mark }
B. Based on the described process and examples given of Quality Assurance Matrix
(QAM) and Quality Control Story techniques create your own example using one of
these techniques. (You are free to choose the industry field and the product or service
type). (Minimum of 200 words), { 2 Marks}.
Assignment Answers.
Answer 1
Answer2
CAR-2017
IOP Publishing
IOP Conf. Series: Materials Science and Engineering
252 (2017) 012045 doi:10.1088/1757-899X/252/1/012045
1234567890
Improvement of the customer satisfaction through Quality
Assurance Matrix and QC-Story methods: A case study from
automotive industry
G M Sicoe1, N Belu1, N Rachieru1 and E V Nicolae2
1
Department of Manufacturing and Industrial Management, Faculty of Mechanics and
Technology, University of Piteşti, 110040 Pitesti, Targu din Vale Street, no. 1, Argeş,
Romania
2
Automotive and Transport Department, Faculty of Mechanics and Technology,
University of Piteşti 110040 Pitesti, Targu din Vale Street, no. 1, Argeş, Romania
Abstract. Presently, in the automotive industry, the tendency is to adapt permanently to the
changes and introduce the market tendency in the new products that leads of the customer
satisfaction. Many quality techniques were adopted in this field to continuous improvement of
product and process quality and advantages were also gained. The present paper has focused on
possibilities that offers the use of Quality Assurance Matrix (QAM) and Quality Control Story
(QC Story) to provide largest protection against nonconformities in the production process,
throughout a case study in the automotive industry. There is a direct relationship from the
QAM to a QC Story analysis. The failures identified using QAM are treated with QC Story
methodology. Using this methods, will help to decrease the PPM values and will increase the
quality performance and the customer satisfaction.
1. Introduction
In automotive industry the development of new products, involve complex engineering processes
subject to time pressures and fierce competition on the automotive market. The companies have to
adapt their products precisely to customer needs, and therefore parameters of manufactured products
are adjusted to the individual requirements of customers [1]. An important role in the development of
such projects it is user of the modern quality tools in the development of new products. Existing tools
and methods have become inadequate because they do not meet all additional requirements [2, 3]. It is
therefore necessary to look for new solutions or improve old and trusted methods. In this context, the
use of modern quality methods such as the Quality Assurance Matrix (QAM) and the Quality Control
Story (QC Story) is opportune.
QAM and QC Story are tools of IATF 16949. In October 2016, the IATF will publish a revised
automotive industry standard, and the first edition will be referred to as IATF 16949. This new
standard will supersede and replace the current ISO/TS 16949:2009, defining the requirements of a
quality management system for organizations in the automotive industry. IATF 16949 is aligned with
and refers to the most recent version of ISO’s quality management systems standard, ISO 9001:2015,
fully respecting its structure and requirements. According IATF, 10.2.3 Problem solving: The
organization shall have a documented process (es) for problem solving: c) root cause analysis,
methodology used, analysis, and results. Where the customer has specific prescribed processes, tools,
or systems for problem solving, the organization shall use those processes, tools, or systems unless
otherwise approved by the customer [4]. In this paper, we present the solution of a quality problem by
Content from this work may be used under the terms of the Creative Commons Attribution 3.0 licence. Any further distribution
of this work must maintain attribution to the author(s) and the title of the work, journal citation and DOI.
Published under licence by IOP Publishing Ltd
1
CAR-2017
IOP Publishing
IOP Conf. Series: Materials Science and Engineering
252 (2017) 012045 doi:10.1088/1757-899X/252/1/012045
1234567890
applying the QAM and QC Story methods for the manufacturing-assembly process of a subassemblyaxle for vehicles. Using QAM we identify the failures, then these are treated with QC Story.
2. Quality Assurance Matrix and QC Story – Quality problem solving tools
2.1. Quality Assurance Matrix
Quality Assurance Matrix is a quality tool that is based on the principle that any failure
(noncompliance) to a manufacturing process that affects a customer (who may be the next process or
final customer) must imperatively be eradicated. The method ranks, for potential and existing defects,
the reliability limits of the control systems in the manufacturing process, thus allowing the
implementation a necessary corrective measures and achieving in this way a quality objectives [2,5].
Comparing to the Failure Mode and Effects Analysis (FMEA), it can be applicable in already
implemented production [6]. QAM permit a periodic quantification of the level of production
processes quality, verifying the reliability (in the sense of trust or even effectiveness) of means of
control existing in the production process, the necessity and the possibility of implementation of antierror systems (Poka-Yoke) or other nonconformities protection systems [5]. QAM is built on the PlanDo-Check-Act (PDCA) cycle structure [5,7,8]: Plan – Establish quality goals and defining the
technological process; Do – Making analysis; Check – Verifying the reliability of control set; Act –
Implementation of the corrective actions for the operations that do not guarantee the quality level
established.
2.2. QC Story
The QC Story originated in the Seisakusho Li Tianjin plant, which is located in Komatsu, Ishikawa in
Japan. To improve the performance of the quality control circle – QCC, a structural process for the
activity of the QCC is presented. The output of the QCC can be arranged and presented based on the
process, namely, the QC Story [9]. The QC Story is a structural process for the presentation of QCC
activities. It is frequently used in practical problem-solving procedures and methods [10]. For
example, in the literature, QC Story methodology is used to improvement of Kaizen projects in local
governments [11]. Also, Sha et al. [12,13] proposed a creative problem-solving quality control story
(CPS-QC story) to improve the traditional quality control process. CPS-QC story consists of the
combination of the traditional QC story and TRIZ.
In automotive industry, QC Story is a problem solving method based on considering the facts and data,
without speculation, for a problem caused by several factors. It is applicable not only to quality
problems, but also to problems of productivity, costs, logistics, energy, security etc [14]. Therefore,
QC Story, which uses a different standard process and different tools, is applicable to different kinds
of problems. The method is applied using nine steps and basic principles of quality by taking into
account tools and techniques from various approaches based on the PDCA cycle structure, shown in
table 1.
Table 1. QC Story Method steps.
PLAN
1. Choosing the subject
DO
CHECK
ACT
5. Analysis
7. Confirming the 8. Standardization
effects
2. Explaining the reasons of the choice 6. Applying corrective
9. Synthesising and planning
actions
future actions
3. Understanding the current situation
4. Choosing the targets
The approach used by QC Story applies to solving problems both as a group and as individuals.
Sometimes using the format is not essential but may be necessary at the beginning or to communicate
the results.
2
CAR-2017
IOP Publishing
IOP Conf. Series: Materials Science and Engineering
252 (2017) 012045 doi:10.1088/1757-899X/252/1/012045
1234567890
3. Quality Assurance Matrix application
QAM application to analyse the manufacturing-assembly process of a subassembly-axle for vehicles is
shown in table 4. The main steps of this analysis are to determine the failure modes, the parameters
that may influence the occurrence of these failures and the proposed corrective measures to prevent
the occurrence of these failures. All failures modes are not given in this table. The proposed measures
presented in table 2 take into account the criticality (importance) of the failure for the client, as quoted
in table 3 [5,7].
Table 2. Quotations of different levels for quality guarantee.
Quotation
Quality Guarantee
100% Automatic control; Impossibility of assembling or post machining;
ۏ5 points Interdiction / control Poka Yoke
͵ 3 points
ͫ 1 point
Warning Poka Yoke; Frequency Control (measurements); Manual control 100% in the line;
Human control 100% with identification
Frequency control; Human control 100% without identification; Periodically audit
Human control 100% with or without identification
Table 3. The criticality of the failure for the client.
Degree
A
B
C
Client impact
Criteria for assessment
Grave
Very embarrassing
Embarrassing
Quotation
Failure preventing use your product or creates a strong 5
dissatisfaction, with repair request
Fault for the customer expresses dissatisfaction in a survey
3
Discovered fault of the customer, but tolerated
1
Oxidation
part
of
the
Oxidation
part
of
the
Parameters
Paint appearance
nonconforming:
stains,
agglomerates,
matte
paint,
orange
peel,
exfoliated paint
Contact areas on
balance
Importance
Table 4. QAM for manufacturing-assembly process of a subassembly-axle for vehicles.
Failure modes
Type
of
control
Control process inside
the assembly workshop
C
ͫ
Visual control 100%
C
ͫ
Visual control 100%
Present part in post
ensuring the orientation
of the part (the missing
part and no advance of
mobile arm in the work
area prevent the table
from rotating)
Visual
control
and
permanent
marker
marking 10%
Lack of articulation
and incorrect
orientation
Manual
articulation load
A
䕽
Lack of security
welding cords
Visual inspection
and marking of
security welding
cords
Axle type error
C
ͫ
A
䕽
Diversity
nonconforming part
with the chosen gust
100% automatic
(read axle grading in the
loading station)
3
Control
process
outside the assembly
workshop
Control
in
the
workshop
cataphoresis 1/week
with calibre
CAR-2017
IOP Publishing
IOP Conf. Series: Materials Science and Engineering
252 (2017) 012045 doi:10.1088/1757-899X/252/1/012045
1234567890
Importance
Table 4. (continued)
Failure modes
Parameters
Type
of
control
Control process inside
the assembly workshop
Pressing articulation
nonconforming
Pressing
effort
nonconforming
A
͵
Control 100% automatic
Impossibility to fix
the strings
Welding
grids
fillet
nonconforming
Reference error
C
͵
Control 100% operator
(screwdriver and screw)
A
䕽
Axle
without
sticker label
A
䕽
Support
shock
absorber broken
Lack of welding
grids
A
͵
100% automatic SIP
MECA (in compliance
with Data Matrix post 1)
100% automatic SIP
MECA (in compliance
with Data Matrix post 1)
Control 100% present
marked cords
Mixed parts in box
Reference error
B
䕽
Impossibility to read
serial number from
sticker label
Reference
error
Galia
Duplicate sticker
labels
B
͵
Reference error
B
䕽
Sticking label
product
Control
process
outside the assembly
workshop
Control 100% present
label
Control
100%
operator
in
the
welding workshop
100% automatic SIP
MECA (in compliance
with Data Matrix post 1)
Banning key removing
labels manually
Zipping stickers 100%,
All proposed corrective actions aim to ensure a global quality assurance level of 94%. Applying these
control measures as a result of QAM analysis did not ensure the protection of customers against the
appearance of very embarrassing failures (B). After the start of production and delivery of parts to the
customer there was a complaint from a customer who found labelling with the same series of two
delivered axles.
Following the QAM analysis, the proposed measures for failure modes with impact on labelling were:
100% automatic SIP MECA (in compliance with Data Matrix post 1), banning key removing labels
manually and zipping stickers 100%.
Since the compliant labelling measures initiated following the QAM analysis did not eliminate the
possibility of this failure, it moved on to the use of the QC Story method which allows detailed
analysis of all the potential causes of a failure and the establishment of corrective and preventive
measures.
4. QC Story application
The steps of the QC Story methodology involve the following:
Step 1: Choosing the subject. Removing the failure: Edison axle double labelling, appeared on week
27 at the Hambach customer two axles reference 591R labelled with the same serial number, zero.
Step 2: Explaining the reasons of the choice. Given the company’s quality policy by applying the QC
Story method it is aimed to:
1. Eliminate the risk of the emergence of this failure at other customers.
2. Treat the problem quickly; deadline to solve the problem Week 28;
3. Reduce the costs generated by solving quality problems.
Step 3: Understanding the current situation. The current situation shown in table 5.
Step 4: Choosing the targets (objectives). Given the company’s quality policy it was established that
the goal of solving the problem would be Week 28.
4
CAR-2017
IOP Publishing
IOP Conf. Series: Materials Science and Engineering
252 (2017) 012045 doi:10.1088/1757-899X/252/1/012045
1234567890
Table 5. Current situation.
Personnel
a. The operator did not respect the Standard
Operations Sheet – SOP- (took the piece off the
presser.
b. The operator did not respect the Standard
Operations Sheet (scanned the sticker label of the axle
in box and not on the working device).
Method
c. There is no the Standard Operations Sheet roll
labels and ribbon change.
d. There is no traceability for the last record and the
first series after roll or ribbon change.
e. It is not mentioned in instruction sheet to clean the
printer head.
f. Lack of key point in the Standard Operations Sheet
(forbidden to apply sticker label with the same serial
number on two different axles).
g. Lack of key point in the Standard Operations Sheet
(forbidden to unload the part from the presser without
the sticker label stuck and scanned).
Means
i. Printer (allows editing multiple labels with the same
serial number).
j. Printer edits (illegible labels).
Management
k. Team leader did not explain to the operators what
unitary traceability means and what role this
traceability has.
Step 5: Analysis. The Ishikawa diagram has been used in order to establish the precise causes that led
to the nonconformity, shown in figure 1.
MANAGEMENT
METHOD
Lack of instruction sheet (forbidden to unload the part
before applying the sticker label on the axle and
scanning it)
Lack of instruction sheet (forbidden to apply the label
with the same serial number on 2 different axles)
Operators do
not know
what unitary
traceability
means
Lack of SOP roll and
ribbon change
C
Lack of SOP printer
head cleaning
D
Lack of instruction shhet (after scanning the label
visualize the torch screen and make sure it is recorded)
D
Team leader did
not train operators
on unitary
traceability
F
Operator took the part off the
pressing device without sticking
the sticker label
Did not respect SOP
Operator insufficiently
trained
E
B
SOP incomplete
Operator scanned the
sticker label of the axle in
box and not on the device
Illegible label
Uncleaned printer
head
Did not respect SOP
Lack of action in
PMP printer head
cleaning
Operator insufficiently
trained
G
E
PERSONNEL
MEANS
Double labelling
with the same serial
number on 2
different Edison
axles
Printer allows editing several
labels with the same serial
number
Lack of printer protection
A
Figure 1. Ishikawa diagram for: double labelling with the same serial number on two different
Edison axles.
5
CAR-2017
IOP Publishing
IOP Conf. Series: Materials Science and Engineering
252 (2017) 012045 doi:10.1088/1757-899X/252/1/012045
1234567890
Step 6: Applying corrective actions. The corrective actions and their efficiency – quality, cost and
deadline are shown in table 6.
Table 6. Corrective actions.
No
A
B
C
D
Problems
Printer allows editing
several labels with
the
same
serial
number
Standard Operations
Sheet incomplete
Lack of the Standard
Operations
Sheet
ribbon and sticker
label change
Lack of the Standard
Operations
Sheet
printer head cleaning
E
Insufficiently trained
operator
F
Team leader did not
train operators on
unitary traceability
Lack of action printer
head cleaning
G
Action
Blocking operator access to
re-edit labels
Introducing key point in
the Standard Operations
Sheet (forbidden to unload
the part before applying the
sticker label on the axle
and scanning it)
Introducing key point in
the Standard Operations
Sheet (forbidden to apply a
label with the same serial
number on two different
axles)
Introducing key point in
the Standard Operations
Sheet (after scanning the
label visualize the torch
screen and make sure it is
recorded)
Using it for the pressing
articulation connecting rod
post too
Editing
the
Standard
Operations Sheet ribbon
change, sticker label and
using on all posts
Editing
the
Standard
Operations Sheet printer
head cleaning and using on
all posts
Training operator in three
stages after the Standard
Operations Sheet modified
analysis, ribbon change,
printer head cleaning
Training operators on
unitary traceability
Introducing action in the
instruction sheet and using
it for all printer-equipped
posts
Efficiency
Q C D
9 6 6
Responsible
Deadline
All
324
Resp.1
W 28
6
6
6
216
Resp.2
W 28
6
6
6
216
6
6
6
216
6
6
6
216
6
6
6
216
Resp.3
W 28
6
6
3
54
Resp.4
W 28
6
6
3
54
Resp.5
W 28
6
6
3
54
Resp.6
W 28
6
6
3
54
Resp.7
W 28
Q = 9 – high quality; Q = 6 medium quality; Q = 3 minimum quality
C = 9 – high costs; C = 6 medium costs; C = 3 minimum costs
D = 9 – time > 5 days; D = 6 – 3 < time < 5 days; D = 3 – time
Purchase answer to see full
attachment
Why Choose Us
- 100% non-plagiarized Papers
- 24/7 /365 Service Available
- Affordable Prices
- Any Paper, Urgency, and Subject
- Will complete your papers in 6 hours
- On-time Delivery
- Money-back and Privacy guarantees
- Unlimited Amendments upon request
- Satisfaction guarantee
How it Works
- Click on the “Place Order” tab at the top menu or “Order Now” icon at the bottom and a new page will appear with an order form to be filled.
- Fill in your paper’s requirements in the "PAPER DETAILS" section.
- Fill in your paper’s academic level, deadline, and the required number of pages from the drop-down menus.
- Click “CREATE ACCOUNT & SIGN IN” to enter your registration details and get an account with us for record-keeping and then, click on “PROCEED TO CHECKOUT” at the bottom of the page.
- From there, the payment sections will show, follow the guided payment process and your order will be available for our writing team to work on it.