17 Quality Characteristics Engineering

1

17 QUALITY CHARACTERISTICS

ENGINEERING

Aries Sunanda

2010

2

17 QUALITY CHARACTERISTICS ENGINEERING

By Aries Sunanda, IE., DipChem, CA

Abstract

The implementation of existing management systems might not have been accurate in the context of having consideration on the completeness of targeted quality characteristics and the level of fulfillment of those quality characteristics. 17 Quality Characteristics Engineering

is a management system with constraints and decision taking method that can be being used in many approaches and perspectives.

Refference:

1. Penggunaan Metoda QFD, Quality Function Deployment (Pengembangan Karakteristik Kualitas) pada Pengukuran Kepuasan Pelanggan Sebagai Sarana Peningkatan Kualitas Produk dan Kinerja Layanan PT. BASF Indonesia, Aries Sunanda, Tugas Akhir, Jurusan Teknik Industri, Fakultas Teknik, Universitas Sahid, Jakarta, 2003.

2. Topics of Quality, Hazard Identification and Control for Continuous Improvement and Decision Taking, Aries Sunanda, Compilation of Delivered Trainings Hands Out, Health & Safety Department, PT. Prasadha Pamunah Limbah Industri, Bogor, 2009.

3

Table of Contetnts

Cover Page 1

Abstract 2

Refference 2

Table of Contents 3

I. Introduction 4

II. Terminology 4

III. 17QCE Approach in Decision Taking 5

A. Step I : Determination of Competence and Responsibility 5

B. Step II : Prioritizing on Found Problem Problem Solving 5

C. Step III : Determination of Corrective/ Preventive Action in Following Up Problem Finding 6

D. Step IV : To Make Sure that The Taken Problem Solving Action is Complying with Quality Characteristics 10

E. Step V : To Make Sure that The Taken Problem Solving Action is Having The Influence Strength in Its Implementation 12

F. Step VI : To Make Sure that The Taken Problem Solving Action is Having The Legality Requirements Completeness 12

IV. 17QCE Approach in Management System Processes and Documents Characteristics Development 13

V. 17QCE Approach in Management System Processes and Documents Implementation Accuracy Determination 13

VI. 17QCE Approach in Interpreting Management Activity Based On Percentage Value of Achievement Result Based On Activity Target 14

VII. 17QCE Approach in Management Activity 15

VIII. 17 QCE Approach in Company Strategic Planning 16

Attachment 1. Process & Document Characteristics Development Form 17

Attachment 2. Management Activity Audit Checklist Form 19

4

I. Introduction

The needs of to continually improve company, products and services quality has made the development of various management systems. Various constraints and decision taking methods in those various management systems in awareness is being dedicated in order of to fulfill various needs so then there will be no harmed party. But in fact, within their implementations there are some that are accurately fulfill quality improvement needs and there are some that are not accurate.

Accurate implementation is if the targeted quality characteristics elements are complete and can be fulfilled at the same level. In the other hand, inaccurate implementation is if the targeted quality caharacteristics elements are not complete and or can not be fulfilled at the same level.

The above mentioned is caused by the inavailability of proper implementation accuracy assurance system within existing management systems.

17 Quality Characteristics Engineering (17QCE) is a management system with constraints and decision taking method that can ensure the accuracy in its implementation.

The meant quality characteristics in 17QCE are extracted from the implication of customer requirements attributes that are commonly used and becoming the main topics in things that are related with customer satisfaction upon various resources. Those customer requirements attributes are Total Customer Value and Total Customer Cost, Customer View of Service Quality and Marketing Mix.

The implication of quality characteristics in 17QCE that have been done upon various surveys, documents and also condition and action reports is also shows the ability of the quality characteristics in sorting the point of concern of information source persons. Point of concern is based on any customer requirements attributes that are most frequent in being used by the reporter. So it is clear that the quality characteristics in 17QCE have suitable relationship form with customer requirements attributes that are being used by various parties and have the nature of sufficiently representative.

At the present time the quality characteristics in 17QCE are the best based on evocation easyness in their implications and their representativity. This is applies to users that have sufficient key vocabularies within the order of generally used vocabularies by various parties and have the accurate decision taking ability under supervision or by independently.

The notation of evocation is discrete but is sufficient to make differentiation. In this case discrete means that evocation is being influenced by point of concern nature that is discontinuous by consider the obstructions in evocation process, so it has the less certainty level and the more difficult management level compared to continuous measures.

II. Terminology

A. Quality

Quality is the dimensions of products and services that are being expected to be able to make the products and services users freed from any harm in using the products or services so it can deliver satisfaction.

B. Quality Characteristics

Quality characteristics are the propositions that are represent products or services quality dimensions. The opinion upon a product or service quality is the response upon the fulfillment of quality characteristics in the production of product and service.

C. Activity Result Value Specification

5

Activity result value specification is the value that is being intended to be achieved from an activity.

D. Decision Taking Constraints

Decision taking constraints are the quality characteristics and activity result value specification that are being intended to be fulfilled within every decision taking.

E. Scientific Method

Scientific method is the process of to taking a conclusion by systematically based on factual proove in which the conclusion is usefull for resolving a problem.

F. Decision Taking Method

Decision taking method is a scientific method that is being used in the engineering of available resources in order to fulfill the determined quality characteristics and activity result value specification.

III. 17 QCE Approach in Decision Taking

A. Step I : Determination of Competence and Resposibility

1. Responsibility are activities and related resources that are being there under

someone’s direct management in within that someone’s work occupation scope.

2. Competence is someone’s right in the usage of related activities and resources that

are becoming that someone’s direct responsibility on other activities and resources in

within that someone’s job scope in which the quality requirements are also being

included.

3. Continuation/ extension of the usage of related activities and resources that are

being as someone’s direct responsibility on other activities and resources in within

that someone’s job scope in which the quality requirements are also being included is

becoming other person’s competence.

B. Step II : Prioritizing on Found Problem Problem Solving

1. To result good quality output is everyone’s obligation in their jobs by paying attention on their jobs inputs quality and their jobs sequences quality in the order of to result good quality output.

2. If we find any deficiency in our own job sequence in which the deficiency is having the nature of invoking nuisance, every body know that the deficiency should be fixed right away and every body feel that it is necessary to right away fixing the deficiency then we soon or right away doing the determination and the execution of necessary corrective/ preventive action in the context of time availability and efforts that are being interrelated.

3. If we find any deficiency in our own job sequence in which the deficiency is not having the nature of invoking nuisance, every body know that the deficiency does not should be fixed right away and every body do not feel that it is necessary to right away fixing the deficiency then we do not have to be soon or right away doing the determination and the execution of necessary corrective/ preventive action in the context of time availability and efforts that are being interrelated.

4. If we find any deficiency in other’s own job sequence in which the deficiency is having the nature of invoking nuisance, every body know that the deficiency should be fixed right away and every body feel that it is necessary to right away fixing the deficiency then we do not have to be soon or right away make announcement to that person about the necessity of to do the determination and

6

the execution of necessary corrective/ preventive action in the context of time availability and efforts that are being interrelated.

5. Always to remember and to understand that to result good quality output is an obligation for every person including our selves.

C. Step III : Determination of Corrective/ Preventive Action in Following Up Problem Finding

1. Determine the subject, verb and object of the words in the verbal information or

from the information that is being transmitted from a performance in the order of to

make it can be determined the cause (effector), the transmitted effect by the cause

and the effected (object/ effectee).

2. Determine the matters of Human, Material, Machine, Monetary and or Method

factors that are relevant that are being existing as effects that are being transmitted to

the effector.

3. Determine the relevant effects that are being transmitted by the object/ effectee to

the Man, Material, Machine, Monetary and or Method factors.

4. If the being transmitted effects are being existing as bad effects then determine and

execute the corrective and or preventive action that can eliminate those bad effects in

accordance with the time availability and also the portions of the competence and the

responsibility of each persons.

5. If the being transmitted effects are being existing as good effects then maintain or

increase the corrective and or preventive action that can invoke those good effects in

accordance with the time availability and also the portions of the competence and the

responsibility of each persons.

Picture 1. Corrective/ Preventive Action Determination Diagram

Note 1 : Do the determination and the execution of corrective/ preventive action in the

context of time availability and efforts that are being interrelated in the order of to result the

good quality product and service.

7

Note 2 : The explanation of the factors (factor in this case also means resources) of Human,

Material, Machinery, Monetary and Method is as the following :

Human Factors :

1. Employee

2. Contractor

3. Supplier

4. Community

5. Government

6. Customer

Material Factors :

1. Environment

2. Facility

3. Stock

Machinery Factors :

1. Heavy Machinery

2. Light Machinery

3. Equipment

4. Apparatus

Monetary Factors :

A. Accountability :

1. Traceability

2. Measuribility

B. Business Performance :

1. Quality Assurance

2. Quality Consistency

3. Design Quality & Strength of Packaging

4. Shelf Life

5. After Sales Service

6. Quick Response in Fulfilling Requirements

8

7. Service Quality of Producer

8. Image

9. Availabilty Assurance

10. Service Quality of Distributor

11. Types Completeness

12. Easyness to Get Information

13. Souvenirs & Gift Giving

14. Safety

C. Price :

1. Effective & Efficient Price/ Cost

2. Credit/ Payment Terms Time Interval Giving

3. Easy & Elastic Buying Transaction Procedure

Method Factors :

1. Activity/ Process

2. Manual

3. Standard

4. SOP/ WI, Form & Record

5. Law & Regulations

6. Permits

Note 3 : The explanation of Human, Material, Machinery, Monetary and Methods factors

components is as the following :

Physics Components :

1. Physiscal Characteristics

2. Mechanical

3. Electrical

4. Noise

5. Radiation

6. Odor

7. Ventillation

9

8. Vibration

9. Working Weather

10. Lighting

11. Temperature

12. Air Pressure

13. Dust

Chemistry Components :

1. Corrotion

2. Heat

3. Fire

4. Explotion

5. Toxicity

6. Gas

7. Vapour

8. Smoke

Biolgy Components :

1. Germs

2. Fungus

3. Bugs

4. Big Animals

5. Plants

Psychology Components :

Frequency and manner in giving :

1. Request

2. Order

3. Direction

4. Information

5. Comunication

10

from one to other

Ergonomy Components :

1. Working Motion Design Arrangement

2. Working Equipment, Apparatus and Tools

Note 4 : The hieararchy that should be taken care of in determining corrective and or

preventive action is :

1. Using alternatives : using replacer, other methods, other tools, etc.

2. Using engineering controls : technology/ standards, safety guards/ protection

system, etc.

3. Using procedures : permit to work, SOP, WI, signage, etc

4. Using personal protective equipment.

D. Step IV : To Make Sure that The Taken Problem Solving Action is Complying with Quality Characteristics

In this case problem solving action is in the form of the activity that involves a product and or service that determine the activity quality.

The meant quality characteristics are :

1). Product/ Service Quality Assurance

Meaning: Product/ service must have a form of free of any loss guarantee giving

activity on the execution or the usage of the product/ service.

2). Product/ Service Quality Consistency

Meaning: Product/ service must have the characteristics that are consistent/ being

still in facing the changes at every time.

3). Design Quality & Strength of Containers

Meaning: Design quality and strength of the product’s/ service’s containers must

free of anything that can harm in the execution or the usage of the product/ service.

4). Product/ Service Shelf Life

Meaning: Product/ service must have the usage period that is sufficient in the

execution or the usage of the product/ service.

5). After Sales Technical Service Support

Meaning: Product/ service must be supported by a technical service system in the

order of to meet the requirements in the execution or the usage of the product/

11

service at after the sale.

6). Quick Response to Customer Complaint

Meaning: Product/ service must be able to right away meet the needs or the

complaints of the executor or the user of the product/ service in the context of time

availability and efforts that are being interrelated.

7). Service Quality of Producer

Meaning: Product/ service must be supported by producer’s service that is free of

things that can harm in the execution or the usage of the product/ service.

8). Company & Product/ Service Image

Meaning: Product/ service must have the image that is good that is free from the

things that can harm in the execution or the usage of the product/ service.

9). Product/ Service Availability Assurance

Meaning: Product/ service must have a form of product/ service availability

guarantee giving activity that is free from the things that can harm in the execution

or the usage of the product/ service.

10). Service Quality of Distributor

Meaning: Product/ service must be supported by distributor’s service that is free

from the things that can harm in the execution or the usage of the product/ service.

11). Completeness of Wide Range of Available Products/ Services

Meaning: Product/ service that are being prepared/ made available must have a

wide and complete range.

12). Easyness to get Product/ Services Information

Meaning: Product/ service must have the information that is easy to be obtained by

without invoking any nuisance to the executor or the user of the product/ service.

13). Souvenirs & Gift Giving

Meaning: Product/ service must be supported by the gift and souvenir giving that is

free from the things that can harm the producer/ distributor and the executor or the

user of the product/ service especially in the manners that are being interrelated

with the black mailing/ bribery and corruption.

14). Credit/ Payment Terms Time Interval Giving

Meaning: Product/ service must be supported by credit/ payment terms time interval

giving activity that have a nature that is free from the things that can harm to the

producer/ distributor and the executor or the user of the product/ service.

15). Product/ Service Price

12

Meaning: Product/ service must have the price that has the usefulness (effective)

and is exact (efficient) that are free from the things that can harm to the producer/

distributor and the executor or the user of the product/ service.

16). Eazy & Elastic Products/ Services Buying Transaction Procedure

Meaning: Product/ service must be supported by easy & elastic products/ services

buying transaction procedure that is free from the things that can harm producer/

distributor and the executor or the user of the product/ service.

17). Product/ Service Safety

Meaning: Product/ service must have safety in the execution or the usage of the

product/ service and free from the things that can harm the executor or the user of

the product/ service.

E. Step V : To Make Sure that The Taken Problem Solving Action is Having The Influence Strength in Its Implementation

1. Must have scientific ness, fairness/ equality between related elements with clear and fit correlations, compliment & fitness to applied law and regulation, including religion law, so then it is valid.

2. Must have continuous implementation that will produce the same results at every time so then it is reliable.

3. Must have characteristics fitness to changes that are remain the same at every time so then it has consistency.

4. Can be justified in which it must have law base and responsibilities delegations so then it has responsibilities.

5. Must have fitness to actual standards so then it fits to actual standards, in this case religion values is also included.

Note : The more the action has validity, reliability, consistency, responsibilities, and fitness to

actual standard then the stronger the action is.

F. Step VI : To Make Sure that The Taken Problem Solving Action is Having The Legality Requirements Completeness

1. The existence of authority approval

2. The witnesses of related parties

3. The existence of the transaction resources

4. The transaction itself

13

5. Transaction recording

6. Transaction record that is being signed off by related parties.

IV. 17QCE Approach in Management System Processes and Documents Characteristics Development

1. Phase I :

The determination of Quality Characteristics (QC), Technical Requirements (TR) and TR’s weight as variables that influence the QC through the measurement of the existance and the weight of argument or conclusion raised from the correlation between every TR and QC elements. In this case the argument or conclusion is the logic raised from the relationship of related propositions that are being compared.

2. Phase II :

The determination of process steps weight as influence variables upon TR process parameter achievement through the measurement of validity, reliability, consistency, responsibilities and fitness to actual standard in within the correlation to find the Critical Proces Steps (CPS).

3. Phase III :

The determination of the hows that could be usefull to fix the CPS weight as influence variable upon CPS target achievement through the measurement of validity, reliability, consistency, responsibilities and fitness to actual standard in within the correlation.

4. Phase IV :

The rearrangement and feasibility study on TR(s) improvement result in which the TR(s) have been equipped with the CPS(es) that have also been improved so then it is ready to be applied the implementation of the TR(s) improvement result to achieve the QC.

5. Phase V :

The implementation of TR(s) improvement result in which the TR(s) have been equipped with the CPS(es) that have also been improved in order to achieve the QC.

6. Phase VI :

Continual improvement; repeat development cycle from Fase 1 to Fase 5 TR(s) improvement result in which the TR(s) have been equipped with the CPS(es) that have also been improved in order to achieve the QC.

Note 1 : Use the Process & Document Characteristics Development Form (Attachment 1).

Note 2 : Determine the accuracy of the process or document by the determination of the quality characteristics completeness and the quality characteristics fulfillment level.

V. 17QCE Approach in Management System Processes and Documents Implementation Accuracy Determination

Phase I :

The determination of Quality Characteristics (QC), Technical Requirements (TR) and TR’s weight as variables that influence the QC through the measurement of the existance and the weight of argument or conclusion raised from the

14

correlation between every TR and QC elements by being based on the implementation facts. In this case the argument or conclusion is the logic raised from the relationship of related propositions that are being compared.

Phase II :

The determination of process steps weight as influence variables upon TR process parameter achievement through the measurement of validity, reliability, consistency, responsibilities and fitness to actual standard of the implementation facts in within the correlation to find the Critical Proces Steps (CPS).

Phase III :

The determination of the hows that could be usefull to fix the CPS weight as influence variable upon CPS target achievement through the measurement of validity, reliability, consistency, responsibilities and fitness to actual standard of the implementation facts in within the correlation.

Phase IV :

The rearrangement and feasibility study on TR(s) improvement result in which the TR(s) have been equipped with the CPS(es) that have also been improved so then it is ready to be applied the implementation of the TR(s) improvement result to achieve the QC.

Phase V :

The implementation of TR(s) improvement result in which the TR(s) have been equipped with the CPS(es) that have also been improved in order to achieve the QC.

Phase VI :

Continual improvement; repeat development cycle from Fase 1 to Fase 5 TR(s) improvement result in which the TR(s) have been equipped with the CPS(es) that have also been improved in order to achieve the QC.

Note 1 : Use the Management Activity Audit Checklist Form (Attachment 2).

Note 2 : Determine the accuracy of processes or documents characteristics implementation by the determination of the quality characteristics completeness and the quality characteristics fulfillment level and do re-improvement if necessary.

VI. 17QCE Approach in Interpreting Management Activity Based On Percentage Value of Achievement Result Based On Activity Target

The specification of percentage value of achievement result based on activity target is derived from the combining of the expected ideal target values with the noraml distribution of target values that might be expected by existing various parties.

The specification of percentage value of achievement result based on activity target is showing the ability, certainty and the sufficiency level of management activity that have been done to achieve the result based on the gained facts.

15

The meant specification is being based on the % error values (A) of the achieved result as follows :

1. Level 1

A = 100% - 95% : The have had being done management activity to achieve the result was having no ability, no certainty and have had not being done at all.

2. Level 2

A = 96% - 60% : The have had being done management activity to achieve the result was having the ability, no certainty and have had being done but was in insufficient manner.

3. Level 3

A = 60% - 50% : The have had being done management activity to achieve the result was having the ability, no certainty and have had being done but was in insufficient manner.

4. Level 4

A = 50% - 50% : The have had being done management activity to achieve the result was having the ability, the certainty and have had being done in sufficient manner.

5. Level 5


6. Level 6


7. Level 7


VII. 17QCE Approach in Management Activity

One management activity unit consists of the elements that are in the form of planning, organizing, actuating and controlling processes. The definition of each of those processes are :

1. Planning : The determination of the strong basic and the right target of a management activity.

2. Organizing : The determination of the right method/ activity logic in the order of to achieve the right target based on the right basic.

3. Actuating : The determined method execution activity.

4. Controlling : The activity quality analysis of the method executuion.

The improvement of the management activity is being done by the following cycle :

1. The receiving of reports or the finding of non conformites.

2. The review of the reports or the finding of non conformities.

16

3. The determination of necessary corrective/ preventive action.

4. The communicating of necessary corrective/ preventive action to related parties.

5. The following up of the determined corrective/ preventive action execution and is being communicated.

6. The corrective/ preventive action execution activity quality supervision and controlling.

7. The making of the report of the activity result nor the non conformities finding.

VIII. 17 QCE Approach in Company Strategic Planning

1. Determine the main targets of the company based on the 17 Quality Characteristics.

2. Deploy the main targets of the company into supporting targets in activities that are supporting the main targets of the company, this implies for the existing activities or the will be existed activities in within the company, and then determine the supporting targets achievement indicators based on 17 Quality Characteristics.

3. Determine the target and the unit of the above mentioned supporting targets achievement indicators.

4. Do the measurement of the result value of the activity target achievement.

5. Do the necessary improvement upon the management activity.

17

Attachment 1. Process & Document Characteristics Development Form

18

19

Attachment 2. Management Activity Audit Checklist Form

20