Quality Management for the Technology Sector Quality Management for the Technology Sector This Page Intentionally Left Blank Quality Management for the Technology Sector Joseph Berk and Susan Berk ~ Newnes An imprint of Butterworth-Heinemann Boston Oxford Auckland New Zealand Johannesburg Melboume New Delhi Copyright �9 2000 by Joseph Berk and Susan Berk. - ~ A member of the Reed Elsevier group All rights reserved. No parts of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Recognizing the importance of preserving what has been written, Butterworth-Heinemann prints its books on acid-free paper whenever possible. Library of Congress Cataloging-in-Publication Data Berk, Joseph, 1951- Quality management for the technology sector / Joseph Berk, Susan Berk. p. cm. Includes bibliographical references and index. ISBN 0-7506-7316-8 (pbk.) alk. paper 1. Quality control. 2. Factory management. I. Berk, Susan, 1955- II. Title TS 156 .B467 2000 658.5'62---dc21 00-022363 British Library Cataloging-in-Publication Data A catalog record for this book is available from the British Library. The publisher offers special discounts on bulk orders of this book. For information, please contact: Manager of Special Sales Butterworth-Heinemann 225 Wildwood Avenue Wobum, MA 01801-2041 Tel: 781-904-2500 Fax: 781-904-2620 For information on all Butterworth-Heinemann publications available, contact our World Wide Web home page at: http://www.bh.com 1 0 9 8 7 6 5 4 3 2 1 Printed in the United States of America This book is dedicated to the people in the factory, and to those who support them. This Page Intentionally Left Blank Contents Preface ix Chapter 1. Managing for Quality in the High Tech Environment 1 Chapter 2. The Continuous Improvement Concept 6 Chapter 3. Finding Your Customers 11 Chapter 4. Quality Measurement Systems 20 Chapter 5. Problem Solving 38 Chapter 6. Systems Failure Analysis 45 Chapter 7. Employee Involvement and Empowerment 59 Chapter 8. Corrective Action Boards and Focus Teams 68 Chapter 9. Statistics for Nonstatisticians 78 Chapter 10. Statistical Process Control 88 Chapter 11. ANOVA, Taguchi, and Other Design of Experiments Techniques 106 Chapter 12. Quality Function Deployment 124 Chapter 13. Inventory Management 135 Chapter 14. Value Improvement 142 Chapter 15. Supplier Teaming and Procurement Quality Assurance 159 Chapter 16. D 1-9000, ISO 9000, MIL-Q-9858, and MIL-STD-1520 167 Chapter 17. On-Time Delivery Performance Improvement 175 Case Study 1. The SLAP Designation Pointing Error 185 Case Study 2. Circuit Card Defects and Quality Measurement 188 Case Study 3. Laser Optics Debonding 193 Index 199 vii This Page Intentionally Left Blank Preface TQM. MRP. JIT. ERP. SPC. DOE. ISO. TOC. away. There is no substitute for informed hands-on CPI. CPK. CQI. management and leadership, and there never will be (and maybe that should be in the preceding Let's face it: If you manage in a highl technology paragraph, because we believe it is good news). environment, it may seem as though your life involves jumping from one three-letter acronym to This is an unusual book. It is based on the the next. combined observations of literally hundreds of companies making everything from biomedical Every management guru seems to have a new devices to smart bombs, and all with one thing in philosophy and a new set of initials he or she swears common: All involved manufacturing complex will revolutionize your company. The management products in high technology environments. fads of the last 20 years or so seem to have about a three-year half life before they start to fade away, This book is different than others. It is not a touchy- but before their last spark, another one pops up with feely, feel good, let's all do a better job quality an accompanying new guru. There is no shortage of management text. This book contains detailed gurus or new acronyms, and for $1000 per day (and technical reviews written in an easy-to-follow sometimes much more), they are happy to share manner on basic quality management concepts, their fervor with you. You spend your money and quality measurement, practical statistical techniques, your employees' time, and a week later, you would experimental design, failure analysis, value never know you had been host to the guru-du-jour. improvement, supplier management, current quality Things look about like they did before the visit. standards (including ISO 9000 and D1-9000), and delivery performance improvement. The book If you manage in the most demanding of contains many examples of high technology manufacturing environments, the high technology challenges and how people like you met those manufacturing environment, what should you do? challenges. In short, this is a book for serious Should you go with TOC, TQM, or DOE? Should manufacturing managers and leaders. you get lean? Should you adopt a 5S program? Should you have a lean event? Should you opt for a Your authors have been engineering managers, Japanese-branded management philosophy for quality assurance managers, manufacturing which you don't even know the English translation? managers, and consultants to some of the largest corporations in America and overseas. This book is The answer is a good news/bad news story. based on real-world observations and lessons learned by actually implementing the techniques The good news is that many assurance technologies included in the chapters that follow. can make a significant improvement in the quality of the products provided by manufacturers. The challenges inherent to managing quality in the high technology environment are significant. No The bad news is that there are no magic pills. You book can claim to offer a recipe for instant success cannot simply buy a guru-sanctioned program (and in overcoming these challenges, but the approaches its associated costly training and follow-on in the following pages can greatly ease and consultant support) and watch your troubles melt accelerate the quality management journey. ix