NLU-01-Quality Management-2018

Zip model Van den Berg and Delsing, 1999 Product Expectations Supplier Consumer Quality 4!. Dimensions Meaning and ExamplesPerformance Primary product characteristics Features Secondary

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Asst.Prof.Dr.Suthat Surawang (QA-NLU-2018) Asst.Prof.Dr.Suthat Surawang (QA-NLU-2018)

! The totality of features and characteristics

of products or services (ASQC, 1987)

! Fitness for use (Juran, 1990)

! Conformance to requirements (Cosby, 1979)

! Predictable degree of uniformity and dependability (Demming)

! Best for customer use and selling-price

(Feigenbaum)

3

! The relationship between supplier or companies

delivering products that comply with specific

expectations of customers or consumers

! Zip model (Van den Berg and Delsing, 1999)

Product

Expectations

Supplier

Consumer

Quality

4

! The relationship between performance of product or services and customer expectations

! Quality can be quantified as follows:

Q = P/E

! Where Q = Quality

P = performance

E = expectations

! Q > 1.0 (customer has a good feeling the product or service)

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Dimensions Meaning and Examples

Performance Primary product characteristics

Features Secondary characteristics, added features

Conformance Meeting specifications or industry standards

Reliability Consistency of performance over time

Durability Useful life, included repair

Service Resolution of problems and complaints

Response Human-to-human interface

Aesthetics Sensory characteristics

Reputation Past performance and other intangibles

Lower deficiencies Features

Cost

Profit

Income

! Legal standards

bodies)

! Company or Voluntary Labels standards

! Industry standards

! Consumer / Grade standards

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! Interrelationship between Quality of Design, Quality of Conformance, Quality of Performance

! Quality Trilogy : Quality Planning, Quality Control, Quality Improvement

Quality of Conformance

Quality of Performance

Quality of Design

Quality Control

Quality Planning Quality Improvement

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! The 3 basic processes used in managing for

quality.

! Quality management

› Quality Planning

› Quality Control

› Quality Improvement

! The use of techniques and activities to

achieve, sustain, and improve the quality.

Asst.Prof.Dr.Suthat Surawang (QA-NLU-2018)

QP QC (during(operations)

QI

Original zone of QC

New zone of QC

0 20 40

Chronic3waste

Sporadic3spike

Lessons learned

Asst.Prof.Dr.Suthat Surawang (QA-NLU-2018)

Quality strategy and policy

Quality3

planning

Quality333

Control

Quality3 Improvement Quality

Assurance

develop product and process for achievement of customer satisfaction

*New products / Product revision

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Establish Quality Goals

Identify the Customers

Discover Customers’ need

Develop Product Features

- List of customers

- List of customers’

need (market survey)

- Translate (our language)

- Product design

Develop Process Features

Establish Process Controls

Transfer to Operations

-Process ready to produce

-Dry run, Pilot run

@Proof3process3capability3(process3 validation)

@Proof3process3controllability3 (reproductively/3process3stability)

! Quality control : The use of techniques and

activities to achieve, sustain, and improve

the quality of product or service.

! The following related techniques and

activities:-› Specifications (what is needs?)

› Designs (meet the specifications)

› Production or Installation (meet the full intent of

specifications)

› Inspection (conformance to specifications)

› Review of usage (revision of specifications if

needed)

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! Control or activities of products and processes

performance)

› 1.Controlling actual performance

› 2.Comparing quality between actual performance and goals

› 3.Action taken on the difference from goals

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! Choosing the control requirement

› Base on design requirement

! Choosing a unit for control

! Setting a goal for control

› Base on customers’ requirements

› Method/ equipment/calibration/sampling

! Interpreting the difference between actual

and goal

! Taking acting on the difference (if any)

› Main – raw materials

› Minor – Ingredient ; additives, package label

› Specification / Standard of incoming materials

› Planning for purchasing of incoming materials

› Inspection and testing

› Keeping / storage

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! Guidelines for incoming material control

› Specification document

› Regulation of product

› Work instruction

› Proper record keeping

› Updating

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! 2 In process control

› During processing/ operation

› Control for stability of quality (specification)

› Corrective action taken

› Reduced finished product inspection (recheck)

! Statistic Process control; SPC

! Probability

! Reliability, reproducibility-> calibration

! Acceptance Sampling plan techniques

! Experimental design

! Control chart

› Following quality control program

› Physical properties

› Chemical properties

› Microbiological properties (incubation test)

› Sensory evaluation

› Specification / Standard of final products

› Inspection and testing

› Sampling plan techniques

› Outside : Appearance of container, label

› Inside : Top appearance

" Top appearance

" Solid: chunk, flake, shredded, broken

" Liquid: clear /cloudy solution, precipitation

" Black ring (canned product)

" Cleaning defects

" Visual check

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› Container vacuum check (vacuum gauge)

" Concave position

" Reduction of oxygen level inside container

" Prevention from distortion during thermal process

" Bourdon type gauge (0-30 inch)

› Headspace measurement

" The container volume not occupied by product.

" Prevent product contacting the seal area /lid

" Depth gauge with horizontal bar and vertical rule (32-64 th inches)

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! Physical properties

› Texture

" Firmness/ tenderness/hardness/crispy

" Magness-Taylor Fruit Pressure tester

" Christel Texturometer

" Instron

" Texture Analyzer

› Viscosity

" Bostwick Consistometer

" Adams Consistometer

" Brook field

" Kramer Shear Press

" Rotovisco Rheometer

! Don’t have directly responsibility for quality

effectiveness of quality system

! Assistance, correction, minimization the quality problems

! 2 nd layer of protection

! Pre-requisite program :

› GMP, GHP, PAS 220 (ISO/TS 22002-1)

› ISO 9001: 2015

› ISO 22000: 2005 (FSMS)

› ISO 14000, ISO 18000

› ISO 50001

! BRC, SQF, IFS, FSSC (FSMS)

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! UK: BRC (British Retailer Consortium)

! German/France : IFS (International Food Standard)

! Australia : SQF (Safe Quality Food)

! USA : HACCP

! USA : FSSC (Food Safety System Certification)

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Statistical2approach2 of2quality

Quality2 instead2of2cost

Improvement

Prevention

Total2Quality2 Management2 (TQM)

Statistical2 reliability

Quality2assurance2 (QA)

HACCPP

ISO ISO

1930

1950

1960

1970

1980

2000

1990

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Headspace Guidelines :

low-acid foods, vegetables and meats.

high-acid foods, fruits and tomatoes.

juicers, jams, jellies, pickles, and relishes.

! Physical properties

› Vacuum

› Headspace

› Gross weight

labels)

› Net weight/content

material, container, or other packaging)

› Drained weight/content

› Container weight/content

› Meat /Flake /broken pieces weight

› Medium (solution/sauce/ brine/ oil/ broth)

› TSS, pH, salt content

› Aw (water activity)/ moisture content

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! The weight of solid

or semisolid product representing the contents of a package obtained after removal of the liquid has been employed.

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! Chemical properties

› Total titratable acidity (TA) and pH

› Salt content (NaCl) and salinometer

› Total soluble solid (TSS) and sugar content

› Defect and contaminants

" Biogenic compound ; histamine

" Heavy metal

" Pesticide, antibiotic

" Food additives (antimicrobial, antioxidant,

colorant)

› Proper sterilization/ pasteurization

› Incubation test (acidified and Low acid food)

" Incubator

" Incubation temperature: 35 O C± 2.8 O C (95F± 5F)

" Incubation time : 10 days (240hrs)

" Incubation samples: at least one per batch or 1:1000 for continuous process

" Visual check : abnormal/normal container

› Well-trained panelist (expert)

› Appearance

› Color

› Taste

› Odor

› Defects

" Cleaning defects

" Foreign matter

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Sieve3 (83mesh)

Countersink depth gauge

Vacuum3 gauge

! Can out side (external condition)

› Code

› Body dents, scratches, leakage around seam

› Condition of ends

" Flat (ends concave)

" Flipper (low vacuum)

" Springer (one end is flat/ the other end is convex)

" Swell (both ends are convex)

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! Gross weight or total

weight (g)

› Can + content wt.

! Net weight (net

content)

› Gross wt – Container

wt (can+end)

› Anaerobe condition

› In-Hg

› Flat (concave)

› the space from

the top of the

can/jar to the

food or liquid in

the jar .

› 1/16, 1/32

inches

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! Product inside

› Top appearance

› Flake on top

› Clear/cloudy solution

› Black ring

› Cover scratch

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! Drained weight.

› Content weight

after liquid was

removed (drained

) for 2 minutes

through standard

sieve (diameter

8”or 20 cm, 2.8x2.8

mm opening

area)

› Content weight (after drained for 2 minutes) –

container weight

quality

› Syrup/ brine

› Separate solid /liquid content

› Broken pieces

› Defects

› Foreign matters

› Filth

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! Checking the quality

› Syrup/ brine

› Separate solid /liquid content

› Broken pieces

› Defects

› Foreign matters

› Filth

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! Sensory

evaluation

› Taste

› Color

› Odor

› Texture

› pH

› Total acidity (by titration with NaOH)

› Total Soluble Solid (refractometer, O brix)

› Water activity (Aw)

› Viscosity (paste, sauce product)

› Salt content (by titration with AgNO 3 )

› Etc.

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