Eliminate errors in quality management

How does the quality supervisor control human misjudgment and improve inspection efficiency?

Question: I am a quality supervisor and would like to ask an expert: How to effectively control human misjudgment? How to further improve the inspection efficiency within the responsibilities of this department? (Questioner: EEC051207062)

Answer: To make the production quality process well controlled, there must be a complete control system. First of all, a control plan should be developed, in which the key process indicators (KPI), reasonable sampling frequency, sample size, control chart and inspection method should be clearly defined, and an out-of-control action plan (OCAP) should be developed. Then the supervisor will conduct statistical analysis and continuous improvement based on the collected data information. Effectively control human misjudgment through the following aspects: standardized operation, Poka Yoke error proofing method, measurement system analysis.

We all know that product quality is manufactured, not checked, so our goal should be zero inspectors. That is, when the manufacturing process is improved and good enough, we can consider streamlining the inspectors and drive further improvements in inspection efficiency.

How to reduce human error?

Problem: Employees cannot follow the prescribed procedures, such as forgetting to perform regular maintenance, sometimes forgetting to close important valves when switching equipment pipelines, and other small things that cannot be done with regulations and systems. More! Some managers also often fail to meet deadlines or are apparently perfunctory. I have been thinking, is it a quality problem, or is the work of managers at all levels not in place? Ask the experts, how to manage this situation? (Asked by: Just Living)

Answer: SOP procedure documents, operation guidelines, strict rules and regulations, etc. are all on paper, which can only tell our employees how to do it, when to do it, and how to do it. But it does not guarantee that our employees will not make mistakes in the implementation process. And we all know that as long as it is a human operation, there will be mistakes, so we can only think of more error-proofing devices to solve it at this time. For example, in the above-mentioned case "sometimes forgetting to close important valves when switching equipment pipelines", can we use an error-proof device to prevent forgetting to close valves? The equipment piping must not be switched without first closing the valve. In addition we must have a complete control plan.

How to collect nonconforming product information?

Problem: The company's products are fabrics. We have not set up a full-time IPQC online to randomly check the products according to the determined sampling method, mainly through the feedback of the front-line workers in the production department. Some process workshop managers will give effective treatment advice, while other processes always rely on QA for advice. It is also difficult for us to unify the information records and improvement measures of non-conforming products. How to collect non-conforming product information, such as how to filter the information that needs to be recorded? (Questioner: Celia Chen)

Answer: Records are only the collection and retention of information and data, but which ones are important and which ones are secondary? In fact, these should be clearly defined in the control plan. As quality managers, we must first know what our KPIs are, and then we can reasonably group samples and collect data to provide the basis for subsequent statistical analysis. After a period of continuous process improvement, the number of samples and sampling frequency can be re-adjusted according to the actual quality level of the process, and even some unnecessary inspections or sampling can be eliminated. Therefore, it is very important to make a control plan.

How does a quality engineer get involved in R&D?

Question: I am a quality engineer, involved in the development of a certain product of the company. However, the R&D department doubts the professional ability of the quality engineer and rejects the quality engineer. Is there a better way to intervene in the product development process? (Questioner: Yang Xiao (Jun))

Answer: It is very necessary and very important for quality engineers to intervene in the R&D process. When the level of the enterprise increases to above 5σ, our designers must consider the manufacturability design of the product . At this time, a quality engineer with rich work experience can use appropriate statistical methods or quality tools to analyze experimental data and give many constructive opinions, which can effectively avoid and prevent similar products from being in mass production in the past. A variety of problems occur, and the design can be further optimized. Designers often lack the effective analysis of data using statistical tools, so the two can complement each other.

In order to allow quality engineers to effectively intervene in the product development process, we must clearly define the responsibilities of quality engineers at each stage of design on the R&D SOP program document.

How to handle customer complaints?

Problem: The company's procedure for handling customer quality complaints is as follows: the sales staff submits customer complaints, and the responsible department analyzes the reasons and proposes rectification measures. However, the responsible department responded with some slogan words, which could not achieve the effect of true correction and prevention, and could not meet the requirements of customers. How should we set up an audit system for responding to customer complaints? Or in the operation of the system, it is clear that the link that should be responsible for auditing should be carried out? (asked by: juanj)

Answer: The problem you mentioned is encountered by many enterprises. The root of this problem is in the system program. First of all, customer complaints should be linked to the performance of relevant responsible personnel in various departments, and indicators of customer satisfaction should be formulated, which will help improve the effectiveness of corrective measures and work efficiency. Then re-evaluate the customer complaint handling procedure. The procedure document for handling customer complaints should clearly define who receives and collects the complaint information, who analyzes and implements corrective and preventive actions, who feeds back to the customer, who tracks and verifies the effectiveness of its corrective actions, and how long it takes for the 8D report to respond to the customer Wait. The best way is to let the quality department establish a good communication window directly with the customer, reducing the intermediate links as much as possible. (The so-called 8D is a team-oriented problem-solving process that includes eight steps such as D1 to D8—Editor's Note)

How to sample special products?

Question: The raw materials used in our company's production are all special products, which are roll by roll, and can only be tested by the first sample and the last sample. In the sampling/full inspection, only the surface inspection can be done, and the situation cannot be truly inspected. In this way, no problems can be found in the sampling process, but many problems occur in the production process. How to set up a sampling system is more reasonable? (asker: juanj)

Answer: For such products, we need to rely more on the controlled process to control the quality of the product rather than the monitoring of the product. We know that there are usually two types of control types, one is the monitoring of the product, and the other is the monitoring of the process. Therefore, we need to strengthen the control of the process to replace the monitoring of the product. For example, for the key machine equipment parameters, analyze the relationship between the input factors (parameters, etc.) and the output (product characteristics). Then, for these expensive product inspections, we try to reduce sampling as much as possible, and the control method can take the single-point moving range chart of I-MR Chart.

How to standardize and manage product codes?

Question: My friend's company is a large-scale production enterprise in the domestic lighting industry, with dozens of categories and thousands of specifications. It's all messed up. Ask experts, how to standardize and manage the coding of products? (Questioner: Zunlong)

Answer: Usually our product customers will provide a product name (such as Cat), and each product name usually contains a series of products (with 1W, 2W...different specifications), so we can Add a code after the product name, such as Cat 1W, Cat 2W... If the customer does not provide a new product name, then our company can name it through brainstorming (the name can be based on animal, plant names, etc.), and then follow the preceding The numbering method mentioned is the same. In this way, we can form SOP standard operating procedure files to standardize and control, which can effectively avoid repetition and confusion.

This article was compiled by CINDY BIN, editor of the World Manager website. Click here for more expert advice on operations management.