Quality Overview 111

accuracy

The difference between a measurement and the true value of that measurement. Accurate measurements contain less error.

additive manufacturing

AM. The process of joining or solidifying materials to make an object based on a three-dimensional (3D) computer model. Additive manufacturing methods typically build up layers of material to create an object.

audits

An examination of an organization's activities or products to determine if it is following policies as claimed. Audits are often used to measure an organization's compliance with quality standards.

bar charts

A chart that represents data with rectangular shapes whose heights or lengths are proportional to different values. Bar charts are common data visualization tools.

benchmarking

The practice of comparing one set of data to another set of data. Benchmarking can allow companies to compare themselves to competitors or compare current and previous data to determine results.

black oxide

A coating used to add mild corrosion resistance to metals. Black oxide changes the appearance of metals and also increases their lifespans.

bolts

A cylindrical threaded fastener with a head that usually mates with a nut. Bolts typically have blunt ends.

continuous improvement

CI. An ongoing effort to make products, services, or processes better. Continuous improvement involves identifying opportunities for improvement, taking action to achieve improvements, analyzing the results, and then looking for more opportunities for improvement.

corrosion

The deterioration of a material due to a chemical reaction with another substance. Corrosion typically occurs when a material is exposed to atmosphere, moisture, or other substances.

cost of poor quality

COPQ. The expenses associated with products or services that lack quality. The cost of poor quality is caused by factors such as reworked or scrapped parts and product returns.

cost of quality

COQ. The expenses associated with products or services that emphasize quality. The cost of quality comes from prevention and assessment measures, such as training, inspection, and audits.

customer service department

The area of an organization that focuses on enhancing customer experience with a product and providing the feeling that a company cares about meeting customer needs. The customer service department is responsible for handling customer questions, concerns, and complaints.

data

Any factual information that is used for analysis and problem solving. Data is often in the form of values or numbers.

defects

An imperfection in a part that prevents it from operating correctly. Defects can lead to reworked or scrapped parts, which increases the costs of a manufacturing operation.

DMAIC

A five-step approach for quality improvement used by Six Sigma. DMAIC stands for define, measure, analyze, improve, and control.

end users

The final customer for whom a product or service is intended. End users are a type of external customer.

engineering department

The area of an organization that is responsible for creating the design of a product. The engineering department uses customer requirements to create product specifications.

excess inventory

The storage of more materials or parts than necessary. Excess inventory ties up company resources that could be better used elsewhere and takes up space.

external customers

An outside organization or individual that receives a product or service from a company. External customers dictate a product’s key quality characteristics.

forecasting

Predicting demand patterns for a product. Forecasting is used to calculate future inventory levels and supply needs.

grinding

A machining process in which an abrasive is used to precisely cut and shape the surface of a workpiece. Grinding operations commonly use abrasive grains bonded into the shape of a wheel.

histograms

A visual graph that shows the frequency of a range of variables. Histograms are typically used to measure distribution patterns.

in-line inspection

The examination of a product during the production process. In-line inspection is an efficient way to inspect parts.

inspection

The examination of a product during or after its creation to confirm that it adheres to specifications. Inspection allows manufacturers to identify and correct product defects.

inspection department

The area of an organization that is responsible for examining products to ensure that they conform to design specifications. The inspection department is involved in all parts of the production process.

internal customers

A department or individual within an organization that relies on others to satisfy the external customer. Internal customers work together in a multi-step process.

invoices

A document issued to a buyer from a supplier as a transaction record. Invoices list the goods provided by the supplier and their costs.

ISO 9000

A series of quality assurance standards intended to guide an organization on the implementation and continuous improvement of quality management. Certification and registration to ISO 9000 indicates an organization is striving to meet the quality requirements of its customers.

ISO 9001:2015

The standard that contains the requirements used to verify conformity of a Quality Management System. ISO 9001:2015 is titled “Quality Management Systems—Requirements” and presents the actual material to which a company is certified.

laser scanners

A device that uses a controlled beam of light to measure an object’s geometric shape. Laser scanners collect large amounts of surface data quickly.

lean manufacturing

An approach to manufacturing that seeks to reduce the cycle time of processes, increase flexibility, and improve quality. Lean approaches help to eliminate waste in all its forms.

liability claims

A request filed by a customer asking a company for payment or reparation related to property damage or bodily injury as a result of using a product. Liability claims are an indication of poor quality and can lead to the cost of poor quality (COPQ).

machining

A manufacturing process that involves removing material to form an object. Machining includes methods such as milling, turning, and drilling to remove metal using cutting tools.

marketing department

The area of an organization that focuses on promoting its products and capabilities. The marketing department is responsible for researching customer demands and developing advertising materials and strategies.

mission

A statement that describes the goals of an organization. A mission statement outlines an organization's objectives and describes how it intends to meet those objectives.

opportunities

Any situation that introduces the possibility for a defect to occur. Six Sigma aims to produce less than 3.4 defects per one million opportunities.

overprocessing

Putting effort into unnecessary tasks or failing to use the most efficient production methods. Overprocessing wastes resources and does not add value to the product.

overproduction

Creating too many products in anticipation of customer demand. Overproduction leads to the creation of products that may not be used.

packing slip

A document that lists the physical goods included in a shipment. Packing slips contain information such as the number of items in a shipment, the cost of each item, and the purchase date.

Pareto charts

A visual tool used to distinguish the frequency of specific events occurring that lead to problems. Pareto charts often display the 80-20 rule, or the belief that 80% of problems are caused by 20% of variables.

print

A document containing all the instructions necessary to manufacture a part. A print includes a part drawing, dimensions, and notes.

proactive measures

Any step taken to resolve an issue or improve a process before a problem can arise. Proactive measures include performing routine inspections and regularly servicing equipment.

processes

A set of activities that uses resources to transform inputs, such as raw materials, into outputs, like products or services that are provided to a customer. A process’s quality determines the quality of the outputs it produces.

production cycle

The process of converting raw materials into finished products. The production cycle involves many steps, including designing a product, producing and inspecting the product, and getting the product to the consumer.

production department

The area of an organization that is responsible for manufacturing a finished product for a customer. The production department performs many manufacturing processes, such as welding, machining, and grinding.

products

A good that a company makes or provides for a customer. Products include manufactured parts, software, and processed materials.

properties

A characteristic of a material that distinguishes it from other materials. Properties are often categorized as either mechanical properties, which describe how a material responds to external forces, or physical properties, which describe basic qualities of the material.

purchasing department

The area of an organization that is responsible for acquiring parts and raw materials necessary to make a product. The purchasing department's primary tasks are conducting transactions with suppliers.

quality

The satisfaction of customer requirements. Quality products and processes conform to specifications, are free of defects, and meet the requirements of their anticipated use.

quality assurance

QA. A system of managing quality by regulating the quality of materials, assembly processes, products, and components. Quality assurance is a proactive approach to preventing errors.

quality control

QC. A system of managing quality by inspecting products to make sure they meet specifications. Quality control relies on error detection and correction.

quality management system

QMS. The objectives and processes designed to focus a company toward quality and customer satisfaction. A quality management system consists of written documents that outline the necessary activities and procedures.

quality manual

A key document of a QMS that outlines all existing practices and describes the interaction among processes. A quality manual is required for certification to ISO 9000.

raw materials

An unprocessed substance or component that has not yet been manufactured. Raw materials in manufacturing include metal, plastic, and ceramic.

reactive measures

Any step taken to resolve an issue or improve a process once a problem has occurred. Reactive measures include repairing equipment that has broken down and restoring halted operations.

rework

An action taken on a nonconforming product or service to make it conform to requirements. Rework is necessary when a part is not produced within the correct tolerances or has defects.

root causes

The true origin of a problem. The root cause is the fundamental problem, as opposed to any resulting symptoms or effects.

sales department

The area of an organization that processes customer orders for products. The sales department ensures prompt and accurate delivery of the finished product to the external customer.

scrapped

Any material not used to create the final part, including any wasted or defective material. Scrapped material often occurs in the form of chips.

Six Sigma

A management philosophy and process improvement method that uses data to identify problems and point to improvements. Six Sigma’s goal is to reduce the number of defects to less than 3.4 per million opportunities, which is near perfection.

smart technology

A computing device that can send and receive data without human intervention. Smart technology generally requires internet connectivity to enable data processing.

social media

A website or application that is used for social interactions and networking. Social media can be used to communicate with customers and advertise an organization’s products and services.

SPC

Statistical process control. The use of statistics and control charts to measure key quality characteristics and control related processes. Statistical process control separates expected causes of variation from unnatural causes.

specifications

A description of the essential physical and technical properties of a part or product. Specifications outline important information including finished part dimensions and how the part must respond to forces acting upon it.

standards

An established policy regarding a particular practice or method. Standards within the ISO 9000 family are concerned with establishing and managing quality systems.

statistical process control

SPC. The use of statistics and control charts to measure key quality characteristics and control related processes. Statistical process control separates expected causes of variation from unnatural causes.

suppliers

An organization that provides products or services to manufacturing companies. Suppliers pass products on to the manufacturer, where they are processed and then passed on to the customer.

tolerance

An unwanted but acceptable deviation from a given dimension. Tolerances indicate the allowable difference between a part feature and its intended design.

total quality management

TQM. An administrative approach centered around consistent customer satisfaction and continuous improvement of product quality. Total quality management focuses on the design, creation, marketing, and maintenance of products to improve their quality.

unnatural variation

A deviation that results from one or more sources that involve a fundamental change in a process. Unnatural variation can cause or indicate errors, while variation itself is normal and expected.

unnecessary motion

Increased movement in search of tools or parts due to a poorly structured work environment. Unnecessary motion takes away from time spent doing valuable work.

unnecessary transport

Any effort made to move products from one location to another that is not required. Unnecessary transport may lead to product damage.

value

A real or perceived quality that satisfies the needs and wants of a customer. Value includes the features of a product, as well as other qualities associated with the product.

variation

A deviation from what is normal and consistent. Variation is normal and expected, while unnatural variation can cause or indicate errors.

vision

An ideal or a goal that a leader helps people to achieve. A vision is based on the desired outcomes of an organization.

vision systems

A collection of advanced optical components that collects data and forms an image, which is interpreted by a computer. Vision systems can be used to measure and inspect manufactured parts using the collected image data.

waiting

Any time spent while products or employees remain idle. Waiting does not add value for the customer.

warranty claims

A request filed by a customer asking a company to repair or replace a product that does not perform its intended function. Warranty claims are an indication of poor quality and can lead to the cost of poor quality (COPQ).

waste

Any element of the manufacturing process that does not add value to a product. The goal of lean manufacturing is to eliminate waste.

welding

A joining process that permanently bonds two separate components together. Welding uses heat, with or without pressure and friction, or a combination of methods to make a new part.