Herman Tang, PhD, is Associated Professor at Eastern Michigan University. He is Associate Editor and a peer reviewer for several scientific journals and was formerly Lead Engineering Specialist at Fiat Chrysler Automobiles. He has published two books on vehicle manufacturing.

Forewords xi

Preface xv

Acknowledgments xix

About the Author xxi

1 Introduction to Quality Planning 1

1.1 Quality Definitions 1

1.1.1 Meaning of Quality 1

1.1.2 End-customer Centricity 3

1.1.3 Dimensions of Product and Service Quality 6

1.1.4 Discussion of Service Quality 10

1.2 Quality System 13

1.2.1 Quality Management System 13

1.2.2 Discussion of QMS 17

1.2.3 Quality Target Setting 19

1.2.4 Cost of Quality 22

1.3 Quality Planning 25

1.3.1 Planning Process Overview 25

1.3.2 Considerations in Quality Planning 29

1.3.3 Quality-planning Guideline (APQP) 31

1.3.4 Service Quality Planning 35

Summary 36

Exercises 37

References 38

2 Strategy Development for Quality 43

2.1 Strategic Management 43

2.1.1 Overview of Strategic Management 43

2.1.2 Hoshin Planning Management 48

2.1.3 Implementation Considerations 52

2.2 Risk Management and Analysis 56

2.2.1 Risk Management Overview 56

2.2.2 Risks and Treatments 59

2.2.3 Risk Evaluation 61

2.2.4 Event Tree, Fault Tree, and Bowtie Analysis 64

2.3 Pull and Push Strategies 68

2.3.1 Pull or Push 68

2.3.2 Innovation-push 70

2.3.3 Challenges to Pull and Push 72

Summary 73

Exercises 74

References 76

3 Customer-centric Planning 81

3.1 Goal: Design for Customer 81

3.1.1 Customer-driven Development 81

3.1.2 Product/Process Characteristics 85

3.2 Quality Category to Customer 89

3.2.1 Must-be Quality and Attractive Quality 89

3.2.2 Kano Model 92

3.3 Quality Function Deployment 95

3.3.1 Principle of QFD 95

3.3.2 QFD Applications 98

3.3.3 More Discussion of QFD 100

3.4 Affective Engineering 103

3.4.1 Introduction to Affective Engineering 103

3.4.2 Discussion of AE 106

3.4.3 Applications of AE 108

Summary 110

Exercises 111

References 112

4 Quality Assurance by Design 119

4.1 Design Review Process 119

4.1.1 Introduction to Design Review 119

4.1.2 Design Review Based on Failure Mode 122

4.1.3 Design Review Applications 124

4.2 Design Verification and Validation 125

4.2.1 Prototype Processes 125

4.2.2 Processes of Verification and Validation 128

4.2.3 Discussion of Verification and Validation 131

4.3 Concurrent Engineering 133

4.3.1 Principle of Concurrent Engineering 133

4.3.2 Considerations to CE 136

4.4 Variation Considerations 139

4.4.1 Recognition of Variation 139

4.4.2 Target Setting with Variation 141

4.4.3 Propagation of Variation 143

4.4.4 Quality and Variation 146

Summary 149

Exercises 150

References 151

5 Proactive Approaches: Failure Modes and Effects Analysis and Control Plan 157

5.1 Understanding Failure Modes and Effects Analysis 157

5.1.1 Principle of Failure Modes and Effects Analysis 157

5.1.2 FMEA Development 162

5.1.3 Parameters in FMEA 164

5.2 Pre- and Post-work of FMEA 168

5.2.1 Pre-FMEA Analysis 168

5.2.2 FMEA Follow-up 172

5.3 Implementation of FMEA 176

5.3.1 Considerations in FMEA 176

5.3.2 Applications of FMEA 179

5.4 Control Plan 183

5.4.1 Basics of Control Plan 183

5.4.2 Considerations in Control Plan 186

5.4.3 Applications of Control Plan 188

Summary 190

Exercises 191

References 193

6 Supplier Quality Management and Production Part Approval Process 197

6.1 Introduction to Supplier Quality 197

6.1.1 Supplier Quality Overview 197

6.1.2 Supplier Selection and Evaluation 200

6.2 PPAP Standardized Guideline 205

6.2.1 Concept of PPAP 205

6.2.2 PPAP Elements 208

6.2.3 PPAP Packages 211

6.3 PPAP Elements in a Package 213

6.3.1 Essential Element (Level 1) 213

6.3.2 Level 2 Elements 215

6.3.3 Level 3 Elements 217

6.3.4 Unique Requirements (Levels 4 and 5) 219

6.4 Supplier Quality Assurance 220

6.4.1 PPAP Preparation and Approval 220

6.4.2 Customer and Supplier Teamwork 222

6.4.3 Supplier Quality to Service 227

Summary 229

Exercises 230

References 232

7 Special Analyses and Processes 235

7.1 Measurement System Analysis 235

7.1.1 Measurement System 235

7.1.2 Analysis in MSA 239

7.2 Process Capability Study 244

7.2.1 Principle of Process Capability 244

7.2.2 Process Capability Assessment 247

7.2.3 Production Tryout 249

7.3 Change Management in Development 253

7.3.1 Process of Change Management 253

7.3.2 Considerations in Change Management 256

7.3.3 Advancement of Change Management 259

7.4 Quality System Auditing 260

7.4.1 Roles and Processes of Quality Auditing 260

7.4.2 Types of Quality Audit and Preparation 263

7.4.3 Considerations in Quality Auditing 264

Summary 267

Exercises 269

References 270

8 Quality Management Tools 275

8.1 Problem-solving Process 275

8.1.1 Plan–Do–Check–Act Approach 275

8.1.2 8D Approach 281

8.1.3 Approaches and Tools 286

8.2 Seven Basic Tools 290

8.2.1 Cause-and-effect Diagram 290

8.2.2 Check Sheet 291

8.2.3 Histogram 292

8.2.4 Pareto Chart 294

8.2.5 Scatter Diagram 295

8.2.6 Control Charts 296

8.2.7 Stratification Analysis 298

8.3 Seven Additional Tools 299

8.3.1 Affinity Diagram 299

8.3.2 Relation Diagram 300

8.3.3 Tree Diagram 304

8.3.4 Matrix Chart (Diagram) 305

8.3.5 Network Diagram 306

8.3.6 Prioritization Matrix 308

8.3.7 Process Decision Program Chart 309

Summary 310

Exercises 311

References 313

Acronyms and Glossary 317

Epilogue 321

Index 323

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