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Preface to the 1 st English-language Edition
6
Preface to the 3 German-language Edition
8
Content
10
List of Abbreviations
20
1 Introduction
24
References
32
Holistic Quality Management
34
2 Total Quality Management
36
Content
36
2.1 Introduction
37
2.2 The term Total Quality Management
38
2.3 Aspects of Total Quality Management
39
2.3.1 Company policy, strategy and objectives
39
2.3.2 Leadership
41
2.3.3 People orientation and satisfaction
43
2.3.4 Process orientation
44
2.3.5 Customer orientation and satisfaction
45
2.3.6 Result orientation
47
2.4 Implementing Total Quality Management
49
2.4.1 General approach
49
2.4.2 Human Resources
50
2.4.3 Quality programs and initiatives
52
2.4.4 Performance assessment and TQM maturity
54
2.5 Quality awards
54
2.5.1 Deming Prize
56
2.5.2 Malcolm Baldrige National Quality Award
57
2.5.3 European Quality Award
58
2.5.4 Ludwig- Erhard- Prize
61
2.6 Quality programs, initiatives and tools
61
2.6.1 Zero-defects program
61
2.6.2 Six Sigma
63
2.6.3 Continuous improvement
65
2.6.4 Tools used in quality management
70
2.7 Summary
74
References
74
3 Quality Management Systems
78
Content
78
3.1 Introduction
80
3.2 Fundamentals of quality management systems
81
3.3 Process-oriented quality management
86
3.4 Quality management and standards
99
3.5 Introducing QM systems
105
3.6 Documenting QM systems
124
3.7 Auditing and certification
135
3.8 Integrated management systems
143
3.9 Summary
155
References
155
4 Quality and Information
160
Content
160
4.1 Introduction
161
4.2 Knowledge management
161
4.3 Quality control loop and quality data base
173
4.4 Computer assistance in quality management
193
4.5 Overall summary
209
References
209
5 Quality and Economic Efficiency
214
5.1 Introduction
215
5.2 Definitions of quality-based costs
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5.3 Types of quality cost accounting
218
5.4 Quality-based costs as part of the accounting
224
system
224
5.5 Objectives and functions of examinations
228
of quality-based costs
228
5.6 Evaluating quality-based costs
229
5.7 Value analysis
237
5.8 Target Costing
242
5.9 Summary
244
References
245
6 Quality and the Law
248
6.1 Introduction
250
6.1.1 Consequences of insufficient quality
250
6.1.2 Liability under civil law,
250
not responsibility under criminal law
250
6.1.3 Liability only for original defects
252
6.1.4 Fault and deficiency
252
6.1.5 The case of the thrust strut
253
6.2 Contractual liability
255
6.2.1 Introduction
255
6.2.2 Liability for breach of warranty
255
6.2.3 Contractual liability for consequential damage
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(“Liability due to positive breach of contract”)
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6.2.4 Guarantee
258
6.2.5 Claim to damages from a liable person
259
6.2.6 Quality Assurance Agreement
259
6.3 Non- contractual liability – meaning and intention
263
6.4 Liability under the terms of the German Product Liability Act (ProdHaftG)
263
6.4.1 Introduction
263
6.4.2 Requirements for liability
264
6.4.3 “ Products” and “ Putting into circulation”
264
6.4.4 “ Product Faults”
265
6.4.5 The damage to be compensated
266
6.4.6 Persons legally deemed liable
266
6.4.7 Exemption from liability
267
6.4.8 Further important provisions of the German Product
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Liability Act (ProdHaftG)
268
6.4.9 Summary
269
6.4.10 Outcome in the thrust strut case
269
6.5 Liability under the terms of § 823 Par. 1 German Civil Code (BGB)
271
6.5.1 Introduction
271
6.5.2 Requirements of liability
272
6.5.3 Sphere of responsibility of the product manufacturer
273
6.5.4 Liability of other persons under the terms of
275
§ 823 Par. 1 BGB
275
6.5.5 Damage to be compensated
276
6.5.6 Limitation
276
6.5.7 Summary
276
6.5.8 Outcome in the thrust strut case
276
6.6 Special liability provisions
278
6.7 The relationship between individual principles of liability
278
6.8 Obligation to safeguard quality
280
6.8.1 Introduction
280
6.8.2 Manufacturing or production faults under the terms of
280
§ 823 Par. 1 BGB
280
6.8.3 Scope and nature of inspection
281
6.8.4 Liability of the manufacturer for services rendered by
283
externally employed staff (particularly components
283
suppliers) in relation to his/her product
283
6.9 Burden of proof and collecting evidence
286
6.9.1 Introduction
286
6.9.2 Distribution of the burden of proof in relation to
287
manufacturing faults
287
6.9.3 Collecting evidence (Documentation)
289
6.10 Protection of the manufacturer
291
6.10.1 Introduction
291
6.10.2 Safety-oriented product and manufacturing
291
process design
291
6.10.3 Contractual limitation of or exemption from
292
liability risks
292
6.10.4 Insuring manufacturing risk
293
6.11 Statutory and other product safety standards
294
6.11.1 Introduction
294
6.11.2 Safety standards regulated by law and
294
statutory regulations
294
6.11.3 Other standards relating to product safety –
300
DIN, VDE, ISO and other standards
300
References
304
Further reading
304
Part B Quality Management in the Product Life Cycle
306
7 The Early Phases of Quality Management
308
7.1 Introduction
310
7.2 Planning product characteristics
311
7.2.1 Identifying customer requirements
317
7.2.2 Planning technical specifications
324
7.3 Planning the conditions for realization
327
7.4 Quality management in virtual product and process verification, as exemplified by assembly planning
328
7.4.1 Basis for virtual product and process support
329
7.4.2 Computer-assisted methods of virtual product and process support
331
7.4.3 Conclusion
334
7.5 QM program planning
335
7.6 QFD – Quality Function Deployment
336
7.6.1 What is Quality Function Deployment?
337
7.6.2 QFD Tools ( House of Quality)
337
7.6.3 QFD in practice
342
7.7 Rapid Quality Deployment
344
7.7.1 Rapid Quality Deployment – The Aachen Model
344
7.7.2 Summary
350
7.8 TRIZ – Developing innovative products and processes
350
7.8.1 Introduction to TRIZ
352
7.8.2 Options for integration into Quality Engineering
354
7.8.3 Application of the TRIZ method
354
7.9 Design Review
361
7.9.1 Definition of Design Review
361
7.9.2 Types of Design Reviews
362
7.9.3 Functions, objectives and execution
363
7.10 Quality Evaluation (QE)
367
7.11 Fault-Tree Analysis and related methods
369
7.11.1 Structure of Fault-Tree Analysis
370
7.11.2 The role of systems analysis as the basis for Fault-Tree Analysis
371
7.11.3 Drawing up a fault tree
373
7.11.4 Evaluating fault trees
374
7.12 Design of Experiments (DoE)
376
7.12.1 Approach to planning, conducting and evaluating experiments
377
7.12.2 One-factor-at-a-time method
380
7.12.3 Full factorial designs
381
7.12.4 Fractional factorial designs
391
7.12.5 Response surface designs
400
7.12.6 Robustness
404
7.12.7 Methods developed by Taguchi
406
7.12.8 Methods developed by Shainin
407
7.12.9 Optimal design theory
411
7.12.10 Heuristic screening
412
7.13 Failure Modes and Effects Analysis (FMEA)
414
7.13.1 History of FMEA
415
7.13.2 Types of FMEA
416
7.13.3 Description of the method
417
7.13.4 FMEA as teamwork
423
7.13.5 Introducing the method into the company
424
7.13.6 Benefits of FMEA
424
7.13.7 Computer-assisted tools
426
7.14 Statistical tolerancing
429
7.14.1 Functions of statistical tolerancing
429
7.14.2 Statistical tolerancing methods
430
7.14.3 Example of a statistical tolerance calculation for individual dimensions with rectangular distribution
432
7.14.4 Example of a statistical tolerance calculation for individual dimensions with normal distribution
436
7.14.5 Cost Tolerance Sensitivity Analysis (CTSA)
437
7.15 Inspection and test planning
442
7.15.1 Functions of inspection and test planning
442
7.15.2 Integration of test and inspection planning into the company
445
7.15.3 Information flow in drawing up test and inspection plans
447
7.15.4 Structure and contents of the test plan
448
7.15.5 Procedure for drawing up test plans
448
7.15.6 Test and inspection planning as a CAQ module
457
7.16 Summary and outlook
460
References
460
8 Quality Management in Procurement
470
8.1 Introduction
471
8.2 Procurement strategies
471
8.3 Aspects of civil law
478
8.4 Functions of quality management in procurement
480
8.5 Quality Chain Management
498
8.6 TQM in procurement
501
8.7 Summary
503
References
504
9 Quality Management in Manufacturing
506
Content
506
9.1 Introduction
507
9.2 Standards and guidelines
507
9.3 Test-data acquisition
509
9.3.1 Testing modes and methods
510
9.3.2 Measurement and testing engineering
514
9.3.3 Computer-assisted test-data acquisition
521
9.4 Test-data evaluation
521
9.4.1 Preparation, condensing and presentation of test data
523
9.4.2 Indicators and indicator systems in test-data evaluation
528
9.4.3 Use of test-data evaluation in companies
529
9.4.4 Possible uses for the results of the test-data evaluation in the company
530
9.4.5 Examples of the use of test-data evaluation
532
9.5 Statistical Process Control
535
9.5.1 Statistical process behavior
536
9.5.2 Application of Statistical Process Control
539
9.5.3 Boundary conditions for the use of Statistical Process Control
543
9.6 Capability analyses
551
9.6.1 Stability and capability of a process
551
9.6.2 Defining machine and process capability
553
9.6.3 Capability analysis – procedure and principles of calculation
553
9.7 Management of inspection and test equipment
554
9.7.1 Planning and procuring test instruments; performance testing
558
9.7.2 Administering test and inspection equipment
560
9.7.3 Monitoring test equipment
567
9.8 Summary
575
References
575
10 Quality Management in Field Data Evaluation
580
Content
580
10.1 Introduction
581
10.2 Market research
583
10.2.1 Surveys
583
10.2.2 Observation
584
10.2.3 Experiments
585
10.3 Serial trials
585
10.3.1 Simulation of individual types of loads
586
10.3.2 Simulation of the environment
586
10.3.3 Field tests
586
10.4 Acquisition and processing of field data
586
10.4.1 Sources of data
587
10.4.2 Data acquisition
589
10.4.3 Processing of field data
590
10.5 Weibull analysis
594
10.5.1 The Weibull distribution function
595
10.5.2 The life span grid
596
10.5.3 Determining the parameters of the
598
Weibull distribution
598
10.5.4 Taking account of units which have not become
600
defective
600
10.5.5 Taking account of other life span characteristics
600
10.5.6 Correlation between test and field results
601
10.5.7 Failure mechanisms in the Weibull analysis
602
10.6 Isochronous diagram
606
10.7 Service quality
607
10.7.1 Service creation
608
10.7.2 Service engineering
608
10.7.3 Service management
608
10.8 Summary
610
References
610
Index
614
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