Os custos da qualidade são os custos de conformidade e da não-conformidade, desde o início da realização de um processo ou atividade, para fornecer um produto e serviço, com a qualidade desejada. A utilização dos custos da qualidade não é um conceito largamente utilizado e as empresas, raramente, têm uma ideia realista do quanto de suas receitas estão sendo perdidas, por conta da baixa qualidade. Embora as grandes empresas conheçam a necessidade de avaliar os custos da qualidade, em muitas delas, que anunciam ter o costume de medir os custos da qualidade, os resultados são muito subestimados. As empresas de pequeno porte, na maioria das vezes, sequer têm qualquer orçamento previsto para a gestão da qualidade e não tendem a controlar seus custos da qualidade. Como não existe nenhum padrão definido para realização do levantamento dos custos da qualidade, o melhor parâmetro a ser aplicado é definido pelos gestores da qualidade da empresa. O objetivo desta dissertação é comprovar como a introdução de um modelo de medição dos custos da qualidade, em uma pequena empresa, no ramo de usinagem e ferramentaria industrial, se pode melhorar seus processos e custos. Os métodos utilizados foram pesquisa bibliográfica, documental, o estudo de caso único com abordagem qualitativa. Os resultados obtidos mostraram que os custos da qualidade foram reduzidos em 76%, no primeiro ano. Conclui-se que o modelo proposto possibilita a visualização das maiores perdas no processo favorecendo o alcance de um custo ótimo da qualidade. Concluiu-se também que o modelo proposto é perene, levando à estabilidade após vários meses de implantação, mostrando o alcance da maturidade do sistema. / Quality Costs are given by conformity and non- conformity costs, beginning with the initial process or activity work, in order to provide a product or service, with a desired quality. Quality Costs utilization is not a widely used concept and companies, rarely, have a realistic idea of the income value lost due to poor quality. Although large companies usually state the necessity of evaluating costs of quality, in several cases, stating their activity of quality costs evaluation, results are largely under estimated. Small size companies, in most cases, dont even have a quality management budget provision neither control their costs of quality. Since there is no definite standard for the evaluation of quality costs, the best parameter to be applied is defined by the company quality managers. The objective of this dissertation is to show how the implementation of a quality costs evaluation model, in a small size company, operating in the field of industrial machining and tooling, can improve its processes and costs. The methods used were bibliographical research and documentary, applied to a single case study with qualitative approach. The results showed that the quality costs were reduced by 76% in the first year. It is concluded that the proposed model allows the visualization of the biggest losses in the process favoring the achievement of an optimal cost of quality. It was also concluded that the proposed model is perennial, leading to stability after several months of implantation, showing the scope of system maturity.

Lack of technical cleanliness and particle contaminations in Lithium-ion battery manufacturing affect the performance of batteries which are a risk for the safety and quality of the product. Therefore, part of the manufacturing process occurs inside the Clean and Dry room area to maintain technical cleanliness. This paper aims to provide a framework to control particle contamination inside the Clean and Dry room and strengthen the product's quality and safety. A literature study was conducted, which was completed by a field study at Northvolt Labs in Västerås to achieve the study's aims. The study contributes to existing theories by providing a framework to find root causes of particle contamination in the manufacturing process based on the existing literature and standards. The Six Sigma problem-solving methodology DMAIC was implemented to conduct the field study. A risk assessment was conducted to find the possible threats toward technical cleanliness in the cell assembly process. The risk sources were identified by implementing measurement methods from relevant standards. The results indicate a high risk for technical cleanliness are coming from the decontamination method, material, machines, and environment. Furthermore, several recommendations were given that are expected to decrease the amount of nonconformity in the process. / Brist på teknisk renhet och partikelföroreningar vid tillverkning av litiumjonbatterier påverkar dess prestanda och utgör en risk för produktens säkerhet och kvalitet. Därför sker en del av tillverkningsprocessen i ett Clean & Dry rum för att upprätthålla teknisk renhet. Denna uppsats syftar till att ge ett ramverk för att kontrollera partikelföroreningar och därmed stärka produktens kvalitet och säkerhet. För att uppnå syftet genomfördes först en litteraturstudie vilket vidare kompletterades med en fältstudie vid Northvolt Labs i Västerås. Studien bidrar till befintliga teorier genom att tillhandahålla ett ramverk för att hitta och åtgärda rotorsaker till partikelkontaminering i tillverkningsprocessen baserat på befintlig litteratur och standarder. Sex Sigma problemlösningsmetoden DMAIC implementerades för att genomföra fältstudien. En riskbedömning genomfördes för att hitta riskfyllda aktiviteter i processen. Vidare implementerades mätmetoder från relevanta standarder för att mäta kontamineringsnivån. Resultaten indikerar stor risk för tekniskrenhet från saneringsmetoder, material, maskiner och miljön. Vidare rekommenderas flera åtgärder för att underhålla tekniskrenhet vilka förväntas minska avvikelser i processen.

<p>Sammanfattning</p><p>Segerström Automotive tillverkar plåtkomponenter till kunder som Scania, Stiga och Volvo. Företaget befinner sig i en expansiv fas, men konkurrensen på marknaden är hård och kraven på god kvalitet höga. Företaget är kvalitets- och miljöcertifierat. Som del i förbättrings- och kvalitetsarbetet har en nystart av verksamhetens produktionssystem, SAPS (Segerström Automotive Production System), skett. Ett av företagets mål för de närmsta åren är att minska antalet externa reklamationer. Eftersom detta inte skett i önskad takt ansågs en utredning över vad som orsakat antalet reklamationer nödvändig. Examensarbetet har således inriktats mot att göra en nulägesanalys av kvalitetsarbetet inom verksamheten, med utgångspunkt i reklamationshanteringen, samt att påvisa eventuella förbättringsområden. Både kvalitativa och kvantitativa metoder har använts; så som intervjuer, insamling av sekundär och primärdata samt observationer. Teoridelens tyngdpunkt ligger i teorier inom lean production och Total Quality Management.</p><p>En avvikelse uppstår när en produkt ej uppfyller kundens behov. En reklamation är ett sätt att kommunicera en avvikelse. De externa reklamationerna mot Segerström visade sig ofta vara symtom på interna avvikelser. Då det idag saknas ett system för interna reklamationer fångas dessa inte alltid upp. Ofta saknas tid och resurser för att genomföra en djupare orsaksanalys och vidta åtgärder. Felkällan elimineras inte alltid och samma fel återkommer. Delar av den upplevda resursbristen skulle kunna lösas genom en organisatorisk förändring, där tydliga roller för förbättrings- och kvalitetsarbete inom produktionen tas fram.</p><p>Företaget har redan en mängd olika dokument och metoder för kvalitets- och förbättringsarbete, men dessa tycks inte ha förankrats i verksamheten i tillräcklig utsträckning. Utmaningen för företaget är att välja vilka dokument och metoder som skall användas samt att sedan förverkliga dessa. Rutiner bör skapas för att knyta ihop de olika delarna, metoderna och dokumenten. Att standardisera och dokumentera fler av de repetitiva aktiviteterna, identifiera interna kunder, analysera vart i kedjan detaljer bör mätas, etablera kommunikationsforum, utse kvalitetsansvariga i produktionen, utbilda personal inom kvalitetsområdet, ta fram belöningssystem, knyta kostnader direkt till kvalitetsrelaterade ärenden samt att analysera hur information om kvalitet kan samlas in och spridas till berörd personal är områden som företaget rekommenderas att titta närmare på.</p><p>Viktigt är att ledningen ger nödvändiga resurser, skapar en struktur att utgå ifrån samt följer upp kvalitetsarbetet. För att lyckas måste kvalitet bli en prioriterad fråga i hela verksamheten.</p> / <p>Abstract</p><p>Segerström Automotive manufacture sheet metal components to customers like Scania, Stiga and Volvo. The company is expanding, but the competitiveness and the quality requirements on the market are high. The company is quality certified. As part of the work with quality and improvements Segerström Automotive Production System, SAPS, was restarted during the spring 2007. One of the goals for the organization is to decrease the number of external reclamations. To be able to reach the goal a study of what have caused the stagnation of the number of reclamations towards the company was considered as necessary. Thus the thesis has been focused on analyzing the quality work within the organization, with its core in the reclamation handling. Areas for improvements have also been discussed. Both qualitative and quantitative methods have been used; for example interviews, data gathering and observations. The main theories used come from lean production and Total Quality Management.</p><p>A deviation occurs when a product does not meet the customer requirements. Reclamations communicate a deviation. It was found that the external reclamations towards Segerström often were symptoms of internal deviations. Because there is no system for internal reclamations the deviations that are found internally rarely lead to any actions. There is often a lack of time and resources dedicated to analyze the root cause and to take necessary actions to eliminate them; the failure modes are repeated. Parts of the lack of resources could be solved by an organizational change, where clear roles and responsibilities within the fields of quality and improvements were specified.</p><p>The company already has a number of different documents and methods to work with quality and improvements, but those are not implemented and used in a necessary extent. The challenge for Segerström is to choose which documents and methods to use and how to implement them. Routines should be created to link the different parts, methods and documents. To standardize and document more of the repetitive activities, identify internal customers, analyze where in the chain details should be measured, establish channels for communication, have quality responsible persons at the work stations in the production, educate the personnel in quality, create a system for recognition and rewards, document costs of quality and analyze how to gather and spread information about quality to the personnel are areas as the company should look closer into.</p><p>It is important that the leaders of the company give the resources necessary, builds a structure to work from and follow up the work. To succeed quality has to be prioritized within the whole organization.</p>

Sammanfattning Segerström Automotive tillverkar plåtkomponenter till kunder som Scania, Stiga och Volvo. Företaget befinner sig i en expansiv fas, men konkurrensen på marknaden är hård och kraven på god kvalitet höga. Företaget är kvalitets- och miljöcertifierat. Som del i förbättrings- och kvalitetsarbetet har en nystart av verksamhetens produktionssystem, SAPS (Segerström Automotive Production System), skett. Ett av företagets mål för de närmsta åren är att minska antalet externa reklamationer. Eftersom detta inte skett i önskad takt ansågs en utredning över vad som orsakat antalet reklamationer nödvändig. Examensarbetet har således inriktats mot att göra en nulägesanalys av kvalitetsarbetet inom verksamheten, med utgångspunkt i reklamationshanteringen, samt att påvisa eventuella förbättringsområden. Både kvalitativa och kvantitativa metoder har använts; så som intervjuer, insamling av sekundär och primärdata samt observationer. Teoridelens tyngdpunkt ligger i teorier inom lean production och Total Quality Management. En avvikelse uppstår när en produkt ej uppfyller kundens behov. En reklamation är ett sätt att kommunicera en avvikelse. De externa reklamationerna mot Segerström visade sig ofta vara symtom på interna avvikelser. Då det idag saknas ett system för interna reklamationer fångas dessa inte alltid upp. Ofta saknas tid och resurser för att genomföra en djupare orsaksanalys och vidta åtgärder. Felkällan elimineras inte alltid och samma fel återkommer. Delar av den upplevda resursbristen skulle kunna lösas genom en organisatorisk förändring, där tydliga roller för förbättrings- och kvalitetsarbete inom produktionen tas fram. Företaget har redan en mängd olika dokument och metoder för kvalitets- och förbättringsarbete, men dessa tycks inte ha förankrats i verksamheten i tillräcklig utsträckning. Utmaningen för företaget är att välja vilka dokument och metoder som skall användas samt att sedan förverkliga dessa. Rutiner bör skapas för att knyta ihop de olika delarna, metoderna och dokumenten. Att standardisera och dokumentera fler av de repetitiva aktiviteterna, identifiera interna kunder, analysera vart i kedjan detaljer bör mätas, etablera kommunikationsforum, utse kvalitetsansvariga i produktionen, utbilda personal inom kvalitetsområdet, ta fram belöningssystem, knyta kostnader direkt till kvalitetsrelaterade ärenden samt att analysera hur information om kvalitet kan samlas in och spridas till berörd personal är områden som företaget rekommenderas att titta närmare på. Viktigt är att ledningen ger nödvändiga resurser, skapar en struktur att utgå ifrån samt följer upp kvalitetsarbetet. För att lyckas måste kvalitet bli en prioriterad fråga i hela verksamheten. / Abstract Segerström Automotive manufacture sheet metal components to customers like Scania, Stiga and Volvo. The company is expanding, but the competitiveness and the quality requirements on the market are high. The company is quality certified. As part of the work with quality and improvements Segerström Automotive Production System, SAPS, was restarted during the spring 2007. One of the goals for the organization is to decrease the number of external reclamations. To be able to reach the goal a study of what have caused the stagnation of the number of reclamations towards the company was considered as necessary. Thus the thesis has been focused on analyzing the quality work within the organization, with its core in the reclamation handling. Areas for improvements have also been discussed. Both qualitative and quantitative methods have been used; for example interviews, data gathering and observations. The main theories used come from lean production and Total Quality Management. A deviation occurs when a product does not meet the customer requirements. Reclamations communicate a deviation. It was found that the external reclamations towards Segerström often were symptoms of internal deviations. Because there is no system for internal reclamations the deviations that are found internally rarely lead to any actions. There is often a lack of time and resources dedicated to analyze the root cause and to take necessary actions to eliminate them; the failure modes are repeated. Parts of the lack of resources could be solved by an organizational change, where clear roles and responsibilities within the fields of quality and improvements were specified. The company already has a number of different documents and methods to work with quality and improvements, but those are not implemented and used in a necessary extent. The challenge for Segerström is to choose which documents and methods to use and how to implement them. Routines should be created to link the different parts, methods and documents. To standardize and document more of the repetitive activities, identify internal customers, analyze where in the chain details should be measured, establish channels for communication, have quality responsible persons at the work stations in the production, educate the personnel in quality, create a system for recognition and rewards, document costs of quality and analyze how to gather and spread information about quality to the personnel are areas as the company should look closer into. It is important that the leaders of the company give the resources necessary, builds a structure to work from and follow up the work. To succeed quality has to be prioritized within the whole organization.

印刷業的業態可歸類為製造業及服務業二者的綜合體，從客戶接單開始到生產製造出印刷完成品送至客戶端這中間流程的複雜度及變化度，對於個案公司日常營運的管理能力及製程能力都深具考驗。本論文以PWIO模式為架構，個案公司為主體，分析及呈現企業內部流程實作，了解其可強化改善之處，提出具體建議以供個案公司目標修正之參考。本論文同時結合品質成本管理分析與PWIO模式，辨識改善品質成本目標所闗聯之價值流程，以供個案公司未來進行流程改善及設定績效管理，達到目標設定之品質成本結構，以強化個案公司之競爭力，降低成本增加獲利。 本研究針對個案公司，透過PWIO模式及品質成本管理分析之結合應用，所得具體結論及建議包括： 一、就銷售及收款、付款循環而言： 1. 縮短應收帳款與沖帳作業的催帳時間，調整逾齡帳款處置時間與設定停止交易日，避免時間拖延而提高產生壞帳的風險。 2. 建立客戶信用評等機制，降低客戶倒帳風險。 二、生產作業偱環： 3. 排單作業應由印刷廠務純人工作業改為由行政系統改版加入自動篩選建議功能, 以提昇印刷廠務排單的精確度及自動化，增加生產效率。 4. 建立一套庫存管理稽核制度及領料制度，以確保原物料的持續供應，亦可較精確地估算每批印件的生產成本，業務人員在估算價格及利潤時能更精確的掌握。 5. 重新檢討個案公司目前之品檢制度及人力配置，設置廠內品管人員改善廠內生產不良品比率，以減少時常要插單補印壞品數量賠償。 三、品質成本管理： 個案公司之品質成本結構中，內部失敗成本加上外部失敗成本相對於品質成本的比例高於70%，預防成本比例低於10%，可以得知個案公司在品質成本管理上，可加強預防成本及鑑定成本的投資及改善，以降低品質成本。 / Using a case study methodology, this research studies subject company which operates in the printing business that focuses on printings and packing products. Due to the job or customer-tailored, and the artistic characteristics of the printings, the ability of management to deal with the complexity of production process is critical for business success. The research uses PWIO approach to analyze and display the subject company’s operation process, as the basis for improvement suggestions. In addition, a combination of PWIO and concepts of quality cost management, this study is able to form the foundation of future improvement and the framework for performance evaluation and management. In summary, the major conclusions and suggestions found in this study are as follows: 1. Sales aspect: Setting a credit policy for clients in order to control the exposure of credit risk. 2. Payment term: In order to reduce the risk of bad debts, we suggest a more rigid review of accounts receivables turnover rate, overdue accounts, and the allowance for uncollectible accounts 3. Production aspect: 1. We suggest Production schedule should be arranged by automatic system instead of manual operation so as to improve production efficiency and maximize outputs. 2. Establish a stock management system in order to assure the supply of raw materials and compute the production cost more accurately. 3. Review the current human resource deployment and the rules of quality management. We suggest that more QA personnel should be staffed to make sure the consistence of product quality. 4. Quality cost management: The research finds that the ratio of internal and external failure costs to total quality cost is greater than 70% for subject company, while the ratio of prevent cost to total quality cost is less than 10%. A further review of stuffs’ skill and training programs are therefore suggested.

This diploma thesis named “The Proposal of the System of Regular Monitoring of the Suppliers’ Process Capability Indices” is divided into two sections. There is a theory about statistical process control with emphasized process capability analysis in the first section. The content of the second section is starting point, procedure and the outcome of the project I worked on in Robert Bosch Company, České Budějovice. The aim of the project is the improvement of input quality via the evaluation of suppliers based on their outcomes of SPC.

The traditional quality culture in the pharmaceutical industry is driven by the regulatory process of marketing authorisation and manufacturing authorisation. These components of the South African regulatory control system are exclusively technically-orientated, with no managerial focus. This study identifies several quality management principles which could find general application in the pharmaceutical industry. The research compares the current regulatory control system with the total quality concept, and highlights the positive contribution which the total quality approach is able to make in terms of its field of reference; the strategic business value of quality; quality policy formulation; the quality organisational structure; enhanced operations management; and management's control over quality costs, in particular / Economic & Management Sciences / M.Com. (Business Economics)

The traditional quality culture in the pharmaceutical industry is driven by the regulatory process of marketing authorisation and manufacturing authorisation. These components of the South African regulatory control system are exclusively technically-orientated, with no managerial focus. This study identifies several quality management principles which could find general application in the pharmaceutical industry. The research compares the current regulatory control system with the total quality concept, and highlights the positive contribution which the total quality approach is able to make in terms of its field of reference; the strategic business value of quality; quality policy formulation; the quality organisational structure; enhanced operations management; and management's control over quality costs, in particular / Economic and Management Sciences / M.Com. (Business Economics)