CE00783-7- QUALITY AND PROJECT MANAGEMENT FOR

TECHNOLOGY
ASSIGNMENT 1 - Case St!" # JEE$ES PLC
Your company manufactures and sells an electronic consumer durable product. This is a
DOMESTIC ROBOT of more or less! human appearance" #hich is desi$ned to carry out a #ide
ran$e of domestic chores. The machine loo%s li%e this&

The machine is made of li$ht alloy and is e'uipped #ith
sensory apparatus a form of radar! to enable it to mo(e
around #ithout bumpin$ into thin$s. It is pro$rammable
throu$h a %eyboard and hypercard stora$e system
underneath the panel in the chest. Such pro$rammes
enable the machine to #al%" mo(e its hands and arms and
perform other mo(ement. It has recently been e'uipped
#ith )(oice pro$rammin$) i.e." it responds to (erbal
commands! and $i(en some simple spea%in$ abilities.
*arious standard soft#are pro$rammes for domestic
chores are offered #ithin the initial purchase price.
+ recent estimate of 'uality costs sho#ed that they #ere
distributed as follo#s"
Staff turno(er has a(era$ed ,-. and has been fairly
consistent o(er a period of time. +bsenteeism has
a(era$ed /. pea%in$ in +u$ust and December but
consistent o(er se(eral years.
+fter the initial spurt of in(estment the amount of capital employed in the factory has been
fla$$in$ 0 e1pressed in terms of 2 per
employee. 3roducti(ity" e1pressed in
terms of output per )direct) factory!
employee has been as follo#s&
PRODUCTION PROCESS
+t the be$innin$ of the e1ercise" the se'uence for the production of the robots is as follo#s&
,. Robots are ordered from the factory by the Sales department.
4. 5ltra li$ht#ei$ht 6e(lar and alloy sheet steel is ordered from the local steel stoc%holders and
components such as the radar (ision system" audio reco$nition" electric motor and battery are
ordered from component suppliers.
7ailure pre(ention cost 8.
+ppraisal and inspection
cost
88.
Internal in plant failure cost 44.
E1ternal field failure cost 9:.
T%ta& 100'
Yea( Ot)t )e(
Pe(s%*
Ca)+ta& E,)&%"e!
-)e( )e(s%*.
4:,/ ,-.9 units;annum 28<"::: p.p
4:,< ,:., units;annum 294"::: p.p
4:,= ,:.8 units ;annum 298"::: p.p
4:,> >.< units;annum 29,"::: p.p
4:4: =.= units;annum 29:"::: p.p
,
9. In the follo#in$ #ee%" the ra# materials and components are deli(ered and inspected. +ll
ra# materials are supplied to certified 'uality standards and not more than :.9. should
e1ceed such standards. ?e(ertheless" a -. random sample is ta%en by the Incomin$
Inspection department.
8. The sheet steel is cut on a $uillotine. +ny scrap is discarded. Special @oints are precision
machined.
-. The cut sheets are pressed into shapes fronts" bac%s" arms" le$s and heads! and drilled to
facilitate assembly. The $uillotines" presses" and other machinery are computer controlled.
/. The shaped cases are then cleaned" burnished and sprayed in the appropriate colour.
PAINTING
The cases proceed throu$h a series of chemical treatments to pre(ent rust and to prime the
surface. They are then normally blo# dried usin$ a hand held hose althou$h some operators
assert that this is unnecessary!
Then" sprayin$ is an automated process. T#o coats are applied and after the first coat the
casin$s are machine polished.
Aand finishin$ and polishin$ completes the process.
<. +t this point" the cases are put into the )#or% in pro$ress) store from #here they are dra#n" as
re'uired" for final assembly.
=. Cases are dra#n from )BI3) store and placed on a semiCautomated assembly line.
PRECISION JOINTING
Shoulder" elbo#" %nee and #rist @oints ha(e to be able to rotate in / planes and" in conse'uence"
the company uses its o#n patented @ointin$ system.
This has to operate to fine tolerances and so a
precision machinin$ section #as established. The
section uses the latest and most e1pensi(e machine
tools a(ailable and is manned by hi$hly s%illed
technicians. The follo#in$ table sho#s the
percenta$e of @ointin$ mechanisms #hich #ere
outside the specified tolerances&

E(eryone is baffled by the stran$e pea%s #hich are #ell outside #hat could be e1pected on
statistical probability. 7urthermore" until recently there has been no si$nificant difference in the
fi$ures bet#een the shifts #hereas" %* t/e ,%(*+*0 s/+1t2 t/e (e3e4ts 5e(e 10' 5%(se t/a*
Date Re3e4ts Date Re3e4ts
61 O4t 0717 11 N%8 0761
66 0711 16 0713
63 0713 13 0719
6: 071: 1: 071:
69 0711 19 0716
6; 0719 1; 0719
68 O4t 071; 18 N%8 0766
6< 0713 1< 071:
30 071: 60 0716
31 0711 61 0713
01 N%8 0716 66 071:
06 0713 63 071;
0: N%8 076: 69 N%8 0769
09 071: 6; 071:
0; 071: 67 0713
07 071; 68 0716
08 071; 6< 0719
0< 0719 30 071:
4
t/e *%(, %* t/e 5ee=s e*!+*0 <
t/
a*! 63
(!
N%8e,>e(7 The mornin$ shift super(isor is a
reliable and competent man #ith a $ood record of 'uality and producti(ity and there are no
apparent personnel problems on his shift.
>. The ma@or component modules are then bolted to the bac% of the body in the follo#in$
order&
a. Battery
b. Ceramic electric motor
c. Set of printed circuit boards
d. Memory stora$e cards
+ssembly is done mainly by semiCs%illed #or%ers usin$ po#er tools.
,:. The radar (ision" $yroscopic balance system and audio reco$nition systems are bolted to the
rear of the head.
,,. +rms and le$s are assembled #ith @oints and fibre optic cablin$ and then their fronts and
bac%s are @oined usin$ hi$h technolo$y adhesi(es.
,4. The fronts of the head and body are bolted to the bac%s a$ain usin$ automated tools and hi$h
technolo$y adhesi(es.
ADHESI$E APPLICATORS
7ronts and bac%s of the (arious cases are @oined usin$ hi$h technolo$y cured epo1y adhesi(es.
The operator" or )applicators) recei(e casin$ hal(es alon$ the assembly line. They then spread
the adhesi(e mi1ture alon$ the contact surfaces usin$ a special in@ector or )$un). The ma@or
@oints are made by robot applicators but certain small and inaccessible areas ha(e to be made by
hand. Cases are @oined after all their components ha(e been fi1ed #ithin them. The complete
heads" bodies" arms and le$s are then mo(ed to final assembly #here other people ma%e any
necessary tests for #ater and air inte$rity" and smoothness of fit.
Mana$ement places hea(y emphasis on standard producti(ity. Each applicator must ma%e ,:
@oints per hour. The applicators achie(e this but final assembly is fre'uently reduced because
more time than #as e1pected is spent on repairin$ the @oins. The applicators #ere trained on the
@ob and ha(e a(era$e s%ills. They recei(e no other feed bac% on their performance. Ao#e(er"
there is a $reat deal of $rumblin$ amon$st the final assembly #or%ers #hose tas% is made more
difficult by misali$ned and poorly fitted @oints.
,9. Each sub assembly is inspected before final assembly
,8. The head" body arms and le$s are connected up usin$ multiCdimensional @ointin$ and fle1ible
hosin$.
COMPONENTS SU?-ASSEM?LY@ A-COMPONENTS2 ?- FI?RE CA?LE AND
AIRING.
In most cases" computer controlled machinery affi1es 4%,)%*e*ts onto the casin$ usin$
ad(anced adhesi(es. Ao#e(er" because of incompatibility issues bet#een materials" the
batteries and electric motors ha(e to be bolted on to the casin$ by hand" usin$ po#er tools.
Operati(es #or% on the line" each ma%in$ an a(era$e of ,4 bolts onto the casin$" ie" , person
bolts the battery and then someone further do#n the line bolts the electric motor. The inspection
section for the bac% casin$ of the body is the most acti(e" the re@ection rate for loose components
9
at this point is appro1imately ,.4 .. + further :.-. are re@ected at final inspection" causin$
e1pensi(e re#or% situations. There is a staff turno(er of 4-. per annum amon$st such
operati(es in the bac% casin$ sub assembly section.
Computer controlled machinery connects >:. of the optical 1+>(e 4a>&+*0 a*! 5+(+*0 but
certain inaccessible items in both the head and the body are connected by hand mainly by
female operators!. There is a happy atmosphere and lo# staff turno(er amon$st such people
about ,:. per annum!
,-. Soft#are is installed and the machine is then submitted to a series of practical tests as (isual
inspection.
The abo(e se'uence #ill ta%e - #ee%s&
Bee% , & Order ra# materials and components
Bee% 4 & Recei(e ra# materials and components
Bee% 9 & Carry out the cuttin$" pressin$ and sprayin$ operations
Bee% 8 and - & Carry out sub assembly and final assembly and inspection and then ransfer to
the finished $oods store.
The company operates a 9 shift system ie" ,88 hours per #ee% for 8= #ee%s per year!. The
factory is closed on Sundays and for 4 #ee%s in the summer and 4 #ee%s at Christmas. If and
#hen different models are re'uired they are produced in batches. +ll staff both manual and
clerical! are members of ?.5.R.C. ?ational 5nion of Robot Constructors!
The company (alues materials technolo$y 0 ma%in$ e1tensi(e use of 6e(lar and +ramid
composites for li$ht#ei$ht and ceramics to #ithstand hi$h operatin$ temperatures. There are no
#elds in the final product as all connections are made usin$ the latest hi$h technolo$y adhesi(es
and sealants.
8
APPENDIB 1
ANALYSIS OF REJECTS AT FINAL OR INTERIM INSPECTIONS
DESCRIPTION ' DEFECTI$E
#;e 6;C10 6C11 <C11 1;C11 63C11 30C11 7C16
, Microscopic dama$e on
printed circuit boards
:.8 :.9 :.> :./ :.8 :.- :.9
4 Inaccurate tolerances on @ointin$ mechanisms :., :.9 :.4 :.- :.< :./ :.>
9 Doose #irin$ ,.: :.= ,.8 ,., :.> :.< :.=
8 Doose components ,./ ,.< ,.- ,.< ,.8 ,./ ,.<
- Substandard finish on casin$s ,., ,.9 :.> ,.: ,.4 :.= ,.9
/ Defecti(e electric motor :.9 :.> :.< :.= :.8 ,., ,.:
< Burnt #irin$ :.4 :., :.8 :., :.9 :.4 :.4
= Battery #ill not hold char$e :., :., :., :.4 :., :., :.4
> 3oor connections ,.8 ,.- ,.< ,.- ,.9 ,./ ,.-
,
:
Defecti(e audio reco$nition system :.4 :., :., :.> :.9 :.4 :.,
,
,
Misali$nment of fronts and bac%s or inade'uate seal :.= ,., ,., :.> ,.9 :.= :.<
,
4
Bro%en e1ternal components :.< :.- :.= :.9 ,., :.8 ,.:
,
9
Defecti(e radar (ision system :., :.4 :.4 :.< :., :., :.4
,
8
3erished rubber hosin$ :., :., :.4 :.4 :., :., :.4
,
-
Others 4., ,.< 4.8 ,.> ,./ 4.9 4.:
Shift , /&::am start! a(era$e 9., 9., -.- 9.< 9.8 9.9 9.<
Shift 4 4&::pm start! a(era$e 9.= 9./ 9.> 9.= 9.9 9.- 9./
Shift 9 ,:&::pm start! a(era$e 9.9 8.: 9.4 8.> 8.- 8.9 8.=
O$ERALL ,:.4 ,:.< ,4./ ,4.8 ,,.4 ,,., ,4.,
APPENDIB 6
COMPLAINTS AND AARRANTY CLAIMS
DESCRIPTION NUM?ER
Se)te,>e
(
O4t%>e( N%8e,>e(
, Robots crashin$ into furniture and other
obstacles
,:- ,:9 ><
4 Robots not respondin$ to commands <8 <4 >=
9 Robots respondin$ incorrectly to commands 44: ,=8 ,/>
8 Eoints seiFin$ up 8/ 8> -9
- Robots persistently fallin$ o(er > 4, 9
/ Rust or fla%in$ paint on casin$s ,< 44 ,/
< Robots unable to lift prescribed #ei$ht of 4:: %ilo 9: ,8 --
= Robots unable to climb stairs 8 ,, /
> Intermittent po#er loss /: /4 /9
,
:
Burnt out electric motor =, >4 >8
,
,
Control buttons brea%in$ - / >
,
4
E1cessi(e noise durin$ mo(ement -, 8/ 8<
-
,
9
Repetiti(e scratchin$ of head for no reason : ,< 9
,
8
Doss of speech 4- 4< 48
,
-
Doss of hearin$ 4> 4, 4=
,
/
Others /4 </ /<
TOTAL =,= =49 =94
/
APPENDIB 3 - ORGANISATION CHART
3urchasin$
mana$er
Chief Inspector Bor%s mana$er 3roduction
Control
mana$er
3roduction Director
Stores
Mana$er
+ssistant
Bor%s mana$er
Shift ,
mana$er
Shift 4
Mana$er
Shift 9
Mana$er
Total staff of appro1. ,-:
Staff of ,-
Cuttin$
Super(isor
8 people
3ressin$
Super(isor
9 people
Eointin$
Super(isor
,, people
General
machinin$
Super(isor
> people
7ronts
+ssembly
Super(isor
,= people
Aeads
+ssembly
Super(isor
,8 people
De$s
+ssembly
Super(isor
= people
+dhesi(es
Super(isor
4- people
Soft#are
Installation
Super(isor
- people
Cleanin$ H
Spray shop
Super(isor
,< people
Bac%s
+ssembly
Super(isor
4= people
+rms
+ssembly
Super(isor
,4 people
7inal
+ssembly
Super(isor
,= people
<
APPENDIB : # FACTORY LAYOUT
=
YOUR TASD 3lease refer to pre(ious instructions
.
Your assi$nment is to act as consultant to Eee(es. +s such you must identify the root causes
of the companyIs problems and propose a strate$y to rectify them and to pre(ent them
happenin$ a$ain. In short the company need a ne# 'ualityCmana$ement approach.
You may #ish to use the Jproblem sol(in$ sheetsI to assist youCe1ample attached.
>
PRO?LEM ANALYSIS
C%((e4t+8e A4t+%* # S"ste, P/ases
Problem identified
Develop problem
specification data.
Questions (what where
when, extent of current
problem
Determine/collect data
already generated
Apply existing relevant
data to problem
specification (evolves from
previously developed data
uestions!
Determine additional data
needed
Decide
responsibilities/means for
additional data collection
"omplete problem
specification
Develop possible causes
#est possible causes
$erify true causes
%mplement corrective action
&valuation and follow up
P'A(& )
Problem Definition
%nterim *ix
P'A(& +
,oot "ause identification
"orrective Action
P'A(& -
&valuation and follow.up
,:
PRO?LEM SOL$ING 8D SUMMARY
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