Quality Management in the Ceramic Tile Industry

The assignment delves into the critical role of quality management in the ceramic tile industry. It examines methods for assessing client satisfaction and provider expertise, emphasizing the importance of understanding customer needs and ensuring high-quality production processes. The document also highlights the significance of effective maintenance practices to maintain product quality and meet market demands.

Porcelain Tiles
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Table of Contents
1.0 Introduction............................................................................................................................. 5
2.0 Customer Satisfaction..............................................................................................................7
2.1 Stakeholders Analysis.......................................................................................................... 7
2.2 Capturing the customer needs.............................................................................................9
2.3 Customer needs analysis (Kano analysis)...........................................................................11
Figure-1- Kano Model.......................................................................................................... 11
3.0 Design Requirements:............................................................................................................17
3.1 Translating the Customer needs into Design Requirements (QFD):...................................17
3.2 Design Risk Analysis (FEMA)...............................................................................................18
4.0 Supplier Selection and Evaluation..........................................................................................22
4.1 Identifying the Components, Elements, Parts, etc.............................................................22
4.2 Developing the Supplier Selection Criteria.........................................................................23
4.3 Constructing and Using a Supplier Selection System.........................................................24
4.4. Outcome of Supplier Selection Process............................................................................27
5.0 Statistical Process Control......................................................................................................28
5.1 Identifying the Processes...................................................................................................28
5.2 Monitoring Processes using SPC Charts.............................................................................28
5.3 Constructing and Using an SPC Chart.................................................................................29
Figure 2: SPC chart...............................................................................................................32
6.0 Problem Solving..................................................................................................................... 34
6.1 Identifying the Problems and Problem Solving Tools.........................................................34
6.2 Constructing and Using the Problem Solving Tools............................................................34
Figure 3: Pareto chart.......................................................................................................... 33
7.0 Conclusion............................................................................................................................. 38
8.0 References............................................................................................................................. 39
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3

Table of Tables
Table-1- Stakeholder’s Analysis.....................................................................................................8
Table 2: questionnaire format..................................................................................................... 13
Table 3: data file.......................................................................................................................... 14
Table 4: category table................................................................................................................ 14
Table 5: Correlation table............................................................................................................ 15
Table 6: Relation with customer requirements...........................................................................16
Table 7: Risk Analysis (FEMA)......................................................................................................19
4.0 Supplier Selection and Evaluation..........................................................................................20
Table 8: SPC chart table............................................................................................................... 28
Table-9- Checklist.........................................................................................................................30
4

Table of Figure
Figure-1- Kano Model.................................................................................................................. 11
Figure 2: SPC chart.......................................................................................................................29
Figure 3: Pareto chart.................................................................................................................. 30
5

1.0 Introduction
Porcelain tile has been considered as the picked item for this investigation. At the underlying
time, the item was for the most part delivered in the North America as it were. It is a mix of a
rundown of mineral-based common substances, tallying however not limited to dirt, sand,
feldspar, and powder. To get this item fit as a fiddle, porcelain tile is squeezed and in addition
burning in heater at hoisted temperatures. In this unique circumstance, it can likewise be said
that porcelain tile is enduring, fireproof, non-burnable, and particularly inconvenience allowed
to protect.
Material substance of porcelain tile is up to the stamp to meet the genuine norms of value and
sturdiness of worldwide tiles showcase. Porcelain tiles are effortlessly accessible and
furthermore have enormous request in the worldwide commercial center. As far as floor and
divider covers, porcelain tile give double capacities. It is giving a stylish touch as an outline
segment and in fact used as a building completing material. As a building material, porcelain tile
is equipped for withstanding an extensive variety of ecological anxieties.
Porcelain tiles are essentially made of earthenware and utilized both in the private and business
places. These sorts of tiles are utilized as a part of all around the world however couple of
nations like India, Italy, china and others Asian nations are presently the real clients of porcelain
tiles. Presently days, china, Italy, Spain and Turkey and so forth are considered as the known
makers of Porcelain tile.
Strength and Weakness
Strength of this product
 Resistance to wear and tear.
 The openness and toughness of the porcelain tiles are high.
 The Porcelain tiles can be utilized as a part of dry zones and less activity zones
 The porcelain tiles are sparkling without coat on the stone.
 Low upkeep.
 Accessibility as far as styles.
 No dampness issue.
 Easy to clean.
 Fireproof.
Weakness of this product
 Porcelain tiles are thicker and heavier to deal with
 These sorts of tiles are exceptionally costly in nature.
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 It is additionally troublesome for the installers to cut and penetrate the tiles amid
establishment.
 The porcelain tiles are draws in stains and wind up noticeably dull when it is contact
with the chloride water and acids.
 Density issue.
 Heavy weight.
 Grout.
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2.0 Customer Satisfaction
2.1 Stakeholders Analysis
Stakeholders are assuming significant part in deciding the nature of any items. Those individuals
are fundamentally affecting the generation of merchandise independent of the organization
according to the creation capacities. Stakeholders can be clients, staffs, administration offices,
customers and financial specialists and patrons of the items in the market (Goetsch and Davis,
2014). They are doing interest in the assembling and limited time exercises to upgrade their
market request in the economy. The investor's of the organization differentiate the
development an extension exercises of the association inside a specific timeframe. The
investors of the association are contributing in the development and advancement
methodologies of the items by spreading the advantages and defects of the item in the
worldwide market.
No. Stakeholder Expectations
1 Customer reasonably priced
Better design
Reliable Product
2 Employees Safe and suitable work environment
Enhanced the worker’s skills by training
Bonus and Competition
3 Supplier Managing supply chain
Payment on time.
Improvement in corporate abilities
4 Direct Competitors Fair competition
Innovativeness in designs
5 Porcelain’s
Stakeholders
Willingness about to increase the price of the shares
Improvement in enhancing goodwill
6 Government Paying tax obligations on time
Increment in appreciating the huge numbers of employees for a
particular job of selling, distribution and installation of these
types of tiles.
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7 Investors Enhancing the value of the investors
Spreading the profit of the organization.
8 Environmentalists Reduction in pollution level of organization
9 Retailers Generating Higher level of margins from selling and distribution
activities.
Sanctioning the claims for warranty and handover to the
customers with good services
10 Organizational
management
Increment in the return of investment and efficiency
Decrement in expenditure level
Table-1- Stakeholder’s Analysis
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2.2 Capturing the customer needs
Catching clients and customers of Porcelain tiles are fundamentally spins around a rundown of
strategy. A portion of the diverse strategies are talked about here that represents the client's
want, fulfillment amid a specific period. There are fundamentally five strategies tiles
organizations are utilizing much of the time to make mindful the clients about the new and
changed items according to their need (Krajewski et al. 2013).
Genchi Genbutsu
This technique is fundamentally developed for the "go and see" system identified with the
client by Japanese. It is dependably bolsters the association to enhance the item quality by
considering the view of the clients about the items. This strategy is utilized frequently to
indentify the fundamental need of people. It likewise causes them to act as indicated by the
person's observation (Butler et al. 2013). With the assistance of this strategy, associations are
leading coordinated meeting session with planned clients.
Client Interaction over Telephone
This system is utilized by the association to take the survey of the clients and make change in
the item quality and administrations gave by them. The organization is discussing
straightforwardly with their customers and clients so they can comprehend what they need and
gave the items as needs be (Tarhan et al. 2017). Through this strategy, the association can
without much of a stretch comprehend the estimation of the clients and according to their
prerequisite of the items they are modifying item supply.
Benchmarking Criteria
The benchmarking criteria are one of the extremely fundamental procedures took after by the
organizations to keep up the nature of the items and administrations in the worldwide market.
The organization can likewise effortlessly measure the cost quality and time of the venture
inside a specific timeframe (Xi et al. 2017). The benchmarking criteria can without much of a
stretch figure out how to look at the imagination and inventiveness in the diverse thoughts
produced by the association. According to the desires and intensity in the market organizations
are essentially keep private to their corporate database of the organization.
Center Group
The concentration bunches are designated by the organizations to better recognize the diverse
sections of focused clients base of the organization. There are somewhere in the range of 5 to 6
gathering of individuals are dependably remain on the general population zone and watching
the obtaining and purchasing conduct of the clients about various fragments of items. As per
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the criticism of the clients roll out determined improvements in the items (Kaplan and Atkinson,
2015).
Client Complaints
The grumbling procedure is additionally helping the organization to comprehend the
adjustments in the clients' discernment amid specific period according to the progressions
happened in the market patterns. The association is getting advantages and impediments from
the appropriation exercises. The Tiles Company can without much of a stretch influence
important change in the item to advertise structure inside a specific timeframe (Carnevale et al.
2012). Then again the bad marks of the cost of the item depend on the few related issues of the
association.
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2.3 Customer needs analysis (Kano analysis)
The Kano examination demonstrate underpins the association to better comprehend the
genuine need and prerequisite of the clients. Whole Kano investigation is fundamentally
partitioned into four quadrants, which basic to better comprehend the positive and negative
criteria of the consumer loyalties while pulled in through results of the organization. According
to the general study the organization is additionally in view of the execution of the item in the
market. The item includes investigated by the association on the premise of the required
changes made in the special criteria of the tiles in the market (Penteado et al. 2016). The Kano
demonstrate bolsters the staffs of the stores to comprehend the diverse fragments of the items
and indicating them to the clients according to their prerequisite. The altering procedures of
focused clients of the organization and giving input according to their need are required to be
comprehend by staffs of the organization to execute the client’s usage on the results of the
association.
Figure-1- Kano Model
(Source: Edelkamp, 2014, May)
Phase-1: Definition of the purpose
Porcelain tiles are particular fired tile that is fricasseed in high temperature keeping in mind the
end goal to make it denser and in addition dampness safe. As the client discernment about tiles
changes habitually, it is essential to comprehend what precisely they need. Under such
conditions, the yield of this examination will support to see client's request and through Quality
Function Deployment (QFD), these recognitions will be considered while planning porcelain tiles
(Tregear et al. 2015).
Phase -2: Designing the interview
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So as to execute the client require examination, 14 imperative perspectives have been
considered here to design the questionnaire. With a specific end goal to set up this poll Google
shape is used here. Further, this survey has been distributed in the open gathering to get
reaction. The investigation is intended to assemble 300 informational indexes to direct the
examination. The examination intended to direct in 3 unique stages and from each stage 100
information will be gathered (Talib et al. 2011). In the poll, every one of the respondents were
made a request to rate each and every angle from 1 to 5 rating. Here, 1 demonstrates the less
vital viewpoint, though 5 show most critical angle.
Questionnaire format:
Aspects 1 2 3 4 5
o Highly secured
o External strength of the surface
o Easy to install
o Easy to handle
o Made with advanced Technology
o Long time durability
o Higher efficiency
o Affordable in pricing
o Look of the tiles
o Reliability against glaze and shine of Porcelain
tiles
o As per the different desire of the customer
different colors and features available
o Easy to use and also replacement is not required
for longer period of time.
o Strength and easy to use
o Value for money
o More Porous
o Unmatched design versatility
o Tougher, more scratch resistant than other
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varieties
o Cleaning porcelain tile is a breeze
o Much lower water absorption rate
o Resistant to allergens and bacteria
o Low likelihood of stains developing
o Do not require sealing
o Useful for both high traffic areas and outdoors
o Aesthetically pleasing
o Accurate recreation of the look
Table 2: questionnaire format
Phase-3: Conducting the Interview
Here, information was gathered using MS excel and sorted for further analysis.
Phase-4: Analyzing the information
In the wake of gathering and shorting information accumulated in the above advance, the
information were broke down utilizing factual strategies. Points of interest of the information
investigation have been specified as underneath.
Aspects Phase 1 Phase 2 Phase 3 Absolut
e value
Average
Score
o Highly secured 350 400 465 1215 4.050
o External strength of the surface 125 250 330 705 2.350
o Easy to install 450 450 500 1400 4.667
o Easy to handle 500 380 450 1330 4.433
o Made with advanced Technology 450 255 250 955 3.183
o Long time durability 455 350 400 1205 4.017
o Higher efficiency 300 400 450 1150 3.833
o Affordable in pricing 200 200 300 700 2.333
o Look of the tiles 150 250 300 700 2.333
o Reliability against glaze and shine 450 500 500 1450 4.833
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of Porcelain tiles
o As per the different desire of the
customer different colors and
features available
200 200 250 650 2.167
o Easy to use and also replacement is
not required for longer period of
time.
350 150 150 650 2.167
o Strength and easy to use 300 200 350 850 2.833
o Value for money 350 325 300 975 3.250
o More Porous 350 400 465 1215 4.050
o Unmatched design versatility 200 300 350 850 2.833
o Tougher, more scratch resistant
than other varieties
200 350 300 850 2.833
o Cleaning porcelain tile is a breeze 450 450 500 1400 4.667
o Much lower water absorption rate 450 255 250 955 3.183
o Resistant to allergens and bacteria 250 300 300 850 2.833
o Low likelihood of stains
developing
200 350 300 850 2.833
o Do not require sealing 200 350 300 850 2.833
o Useful for both high traffic areas
and outdoors
450 500 500 1450 4.833
o Aesthetically pleasing 250 300 300 850 2.833
o Accurate recreation of the look 450 450 500 1400 4.667
Table 3: data file
Based on the analysis, all 14 aspects have classified under four heads, such as Musts, Wants,
Extras and negligible. Below table has been employed to classify them among these four
categories.
Customer Musts Wants Extras Negligible
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requirements
Absolute value 1000 – 1500 750 - 1000 500 - 750 0 - 500
Table 4: category table
Phase-5: Categorizing the customer needs.
Customer Preference
 Must Required
o Long time durability
o Higher efficiency
o Easy to install
o Easy to handle
o Highly secured
o Reliability against glaze and shine of Porcelain tiles
o Accurate recreation of the look
o Useful for both high traffic areas and outdoors
o Cleaning porcelain tile is a breeze
o More Porous
 Wants
o Made with advanced Technology
o Strength and easy to use
o Value for money
o Much lower water absorption rate
o Unmatched design versatility
o Tougher, more scratch resistant than other varieties
o Resistant to allergens and bacteria;
o Low likelihood of stains developing
o Do not require sealing
o Aesthetically pleasing
 Desirables
o External strength of the surface
o Affordable in pricing
o Look of the tiles
o As per the different desire of the customer different colors and features available
o Easy to use and also replacement is not required for longer period of time.
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3.0 Design Requirements:
3.1 Translating the Customer needs into Design Requirements (QFD):
The quality capacity organization exercises are essentially figure out how to convey the diverse
structure of the item market to depict the distinctive necessities of the organization to help the
clients availability amid a specific timeframe. The organization can without much of a stretch
arrangement the distinctive fundamental prerequisite of the potential clients in the market to
maintain the development of the offering and dissemination exercises of the tiles items in the
market (Houben et al. 2014). To better comprehend the relationship strategy of the association
can without much of a stretch gauge the real association between the clients and outline of the
current items in the market. The beneath said table gives the connection between client
prerequisite and every 14 perspectives.
Correlation R^2 1 – 0.7 0.7 – 0.5 0.5 – 0
Relationship rating Strong (9) Medium (3) Week (1)
Table 5: Correlation table
Customer Requirements
Important rating
Resistance to wear
and tear
Low maintenance
Heavier and denser
to handle
Accessibility and
durability
Better design
Reliable Product
Main Materials
Avoiding slippery
Surface
Low moisture issue
Chemical Reactions
during usability
Must require d
o Long time durability 4.017 3 9 1 3 1 3 3 9 3 3
o Higher efficiency 3.833 3 9 9 1 3 9 3 1 3
o Easy to install 4.667 1 3 3 3 1 9 9 3 1 3
o Easy to handle 4.433 1 3 3 1 3 3 1
o Highly secured 4.05 3 9 1 9 3 1 9 3 9
Accurate recreation of
the look
4.667 3 3 1 9 3 3 3
Useful for both high
traffic areas and
outdoors
4.833 3 9 3 3 1 9 3 3
Cleaning porcelain tile is
a breeze
4.667 1 3 9 9 3 1 9 9 1 3
More Porous 4.05 1 9 3 1 3 1 3 1 1 9
Reliability against glaze
and shine of Porcelain
tiles
4.8333
3
3 9 1 3 1 3 1 3 3 3
o Much lower water
absorption rate
2.833 3 9 1 3 1 3 1 3 1 9
o Unmatched design
versatility
2.833 3 9 9 1 3 9 3 3
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W
an
t
o Tougher, more
scratch resistant than
other varieties
2.833 1 3 3 3 1 9 3 3 1 3
o Resistant to allergens
and bacteria;
2.833 1 3 3 1 3 9 1
o Low likelihood of
stains developing
2.833 1 9 3 1 3 1 3 3 1 9
o Do not require sealing 2.833 3 1 3 1 3 3 9
o Aesthetically pleasing 2.833 9 9 1 3 9 1 3
o Made with advanced
Technology
3.183 1 3 3 1 1 9 3 1 1 3
o Strength and easy to
use
2.833 9 3 3 9 3
o Value for money 3.25 3 3 1 9 3 1 3
Extra
o External strength of
the surface
2.35 3 9 3 3 1 9 3 3
o Affordable in pricing 2.333 1 3 9 9 3 1 9 9 1 3
o Look of the tiles 2.333 1 9 3 1 3 1 3 1 1 9
o As per the different
desire of the customer
different colors and
features available
2.167 3 1 3 1 3 3 3
Easy to use and also
replacement is not
required for longer
period of time.
2.1666
7
9 9 1 3 9 1 1
Target Value
High resistance to
tear and wear
Zero maintenance
Zero moisture issue
Elevated level of
accessibility
high flexibility
100% reliable
Zero moisture issue
Elevated level of
accessibility
High resistance to
tear and wear
Zero maintenance
Total 158 331 379 286 144 271 41
5
32
5
12
2
30
5
Table 6: Relation with customer requirements
3.2 Design Risk Analysis (FMEA)
In this part, the hazard examination extent ought to be talked about on the premise of the
quality capacity prerequisite of the current customers of the item in the market. The hazard
appraisal methods of the organization can be outlined according to the money related
availability of the clients by dissecting every single segments of the item made of should be
checked through the affirmed experts (Hutchinson et al. 2011). The organization is essentially
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check the critical and most certifiable necessities of the clients for rolling out specific
improvements in the item.
The essential challenges are looked by the organization for structure the tiles by utilizing
propelled innovation according to the customers prerequisites (Breunig et al. 2012). The
sturdiness and quality is required to deal with weight of the diverse cataclysms amid a specific
timeframe. The simple to utilize offices and long life availability is likewise required to be
considered by the association.
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Designing
requirements
Possible risk Impact Causes of such
risks
Risk
before
action
taken
Action to
reduce risk
Risk after
taking
action
P S R P S R
[1] Main Materials
Alumina Increase of
scratch
Lowering the
durability
Wrong glaze
formulation
2 2 4 Proper chemical
compound use
1 1 1
Clay / Kaolin Reduction of
durability
The shape of tile
will get affected
due while fired in
high temperature
wrong blending
with fluxing
minerals
2 3 6 Proper
molecular
composition
1 2 2
Silicate
minerals
Reduction of
durability
Lowering the
durability
wrong molecular
composition
2 4 8 Proper
molecular
composition
1 2 2
Sand Unstable Lowering the
durability
does not have a
defined mineral
composition,
2 4 8 Proper
molecular
composition
1 2 2
Feldspar Reduction of
durability
Lowering the
durability
Improper mixture
of feldspar with
traces of mica
and silica
2 3 6 Proper
molecular
composition
1 1 1
[2] Low
maintenance
Scratch, Effect
on design,
Lowering the
durability
Wrong chemical
use during
cleaning
2 2 4 No need to use
chemical while
cleaning
1 1 1
[3] Slippery
Surface
Quality decay
due to wear
and tear
Increasing human
life risk
Losing grip and
stability
2 3 4 Proper
maintenance
1 2 3
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[4] Heavier
and denser
to handle
Difficult to
install and
required
proper
maintenance
Higher costing risk Due to huge
weight of the
product.
4 3 3 Using advance
technology
2 2 2
[5] Chemical
Reactions
during
usability
Health risk for
users
Due to improper
usability
4 3 3 Proper
maintenance
services
1 2 3
1 2 3 4 5
Probability of occurrence Low Low to moderate Moderate Moderate to high High
Seriousness of effect failure Minor Minor to serious Serious Serious to major Major
Table 7: Risk Analysis (FMEA)
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4.0 Supplier Selection and Evaluation
4.1 Identifying the Components, Elements, Parts, etc.
The porcelain tiles are fundamentally produced on the procedure of the mix of the porcelain tiles are made with the mix of
various segments of earthenware mass and different components. The porcelain tiles are having diverse qualities are arranged
into three noteworthy parts are plastic segments, latent materials and furthermore fluxing specialists are as one make the
structure of the porcelain tiles amid the generation exercises. The plastic materials are comprising mud and kaolin to give
better protection from the squeezed structure of the porcelain tiles. The transition materials are likewise contains feldspar,
powder and pyrophyllite which better quality to the porcelain tiles (Lin et al. 2013). The latent crude materials are utilized for
enhancing the dimensional strength to the in the wake of terminating exercises of the porcelain tiles amid the assembling
procedure.
The extent of the every single fundamental component are required for give better steadiness and quality to the porcelain tiles
amid assembling forms. The mud and plastic are the segments which are required for giving reasonable structure and feldspar
are giving quality to the tiles amid terminating and dried procedure of assembling. The dirt is the characteristic and all around
grained material which is giving better structure to the tiles amid process and furthermore mud is containing distinctive sorts of
minerals by and large comprises; iron and magnesium are organizing and giving quality to the fired mass of the porcelain tiles.
The kaolin is for the most part utilized as a part of the generation exercises of the porcelain tiles to expand proficiency of the
creation and diminish the productivity of the level of the kaolin for giving mass in the synthetic reproduction in the whiteness
and coating of the porcelain outer appearance amid terminating procedure of the association (Goetsch and Davis, 2014). The
lanoline is fundamentally given aluminum oxide which is ensuring the artistic structure of the association amid the way toward
assembling. The alumina is the likewise defining silicon to give smooth look to the earthenware mass of the porcelain tiles. The
artistic tiles are for the most part contains 75% to 85 % of minerals which is ensuring shading and outer composition of these
tiles amid an assembling procedure.
The feldspar is having silicon components and antacid which is a hearty metal is required to give quality to the tiles amid the
terminating procedure. These metals are having attributes to assimilate higher measure of water which is decrease to oversee
and keep damp rate higher amid the terminating procedure. The hypothetical valuation of the K2O and Na2O are containing
17% and 12% in the components of Feldspar (Ateş and Erginel, 2012). Clay pyrophyllite are grained metasedimentary shake are
containing sercite, koalinite and quartz and furthermore a few segments of antacid to no to showed up the qualities of plastics
22

amid the wet procedure of the generation. The pyrophyllite is having unique quality to mineralogist and comprising synthetic
to give half quality to the porcelain tiles amid assembling period.
The Talc isn't generally required amid the assembling time of the porcelain tiles and other stoneware. The Talc is really contains
diverse pottery masses are magnesium and silicon and different minerals which is better protection energy to the tiles amid the
creation procedure (KIMTAEGI, 2012). There are a portion of the advantages are given to the porcelain tiles by utilizing Talc
minerals amid process. The protection of the stains on stoneware and tiles and warm extension co-productivity of the tiles and
stoneware and furthermore upgraded the whiteness of the results of porcelain by utilizing zirconium. The quartz is otherwise
called sand which included into the artistic masses and porcelain tiles to kept up the silicon skeleton for keeping up the
temperature of porcelain stoneware by including diverse segments like dirt, kaolin, feldspars and so on it is likewise vital as far
as the keeping up the distinctive parts of the materials utilized for cooling the generation temperature terminating exercises
with the best possible usage of sand. The quartz is divided into pieces as a result of event of a few sorts of imperfection in the
porcelain tiles and stoneware. The quartz is connoting the rhombohedra structure and β quartz is with respect to the
Hexagonal structure in the association (Pang, Zhang and Chen, 2012).
There are a few segments are comprises amid the readiness of the porcelain tiles are characteristic natural and grained
materials. The plastics, Water, dirt, chemicals and aluminum and iron magnesium and basic are the hearty components which
is thinking about various wordings to structure the porcelain tiles required half mud, feldspar 25% and stone 25% and so forth.
The following are the 10 recognized parts.
1. Clay
2. Kaolin
3. Feldspar
4. Pyrophyllite
5. Talc
6. Quartz
7. Alumina
8. Silicate minerals
9. Sand
10. Chemical additives
4.2 Developing the Supplier Selection Criteria
There are several kind of supplier selection criteria is required during the production process of porcelain tiles. Those criteria
are following in nature:
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 Quality of the product
 Flexibility and efficiency
 Warranty of the product
 Payment terms
 Innovation skills
 Safety
 Market Goodwill
 Easy to Handle
 Eco – Friendly
 Delivery time
The general attributes are said above are essential as far as the setting up a choice by the organization for the choice of the
better provider who are having sound information, offering and dissemination aptitudes, learning about keeping up best of the
quality and giving installment in the best possible timeframe (Akpolat, 2004). The approachs and process utilized by the
providers for the dealing with the offering and dissemination employment of the association depends on the diverse procedure
and natural exercises of the association. The attributes of the organization to utilized eco well dispose approach to advance
and conveyance of items in the market.
4.3 Constructing and Using a Supplier Selection System
The item porcelain tiles and stoneware are restricted underway because of absence of the important assets in the economy.
The absence of the required assets are causes higher quality as far as the keeping up the best of the quality and administration
of the association inside a specific timeframe. The chose providers of the organization are profoundly productively dealing with
the store network administration of the organization inside a specific gave timeframe. the organization has been additionally
concentrating on the dealing with the focal preparing units and execution and quality administration administrations of the
association inside a specific period for dealing with the quality and amount of the porcelain tiles and different items in the
market. The organization can without much of a stretch deal with the advancement and thought creation advances for the
organization inside a specific timeframe and furthermore keeping up the item execution in the association in the worldwide
market through various types of store network administration offices to disseminate the made items in the market. On the off
chance that the made items are not up to the check then they are not ready to contend in the market with their nearby rivals
organizations. Beneath structure can be dealt with as the provider assessment framework:
Criteria 1 = Low 2 = Moderate 3 = Medium 4 = Good 5 = Excellent
Quality of the
product
Flexibility and
efficiency
Warranty of the
24

product
Payment terms
Innovation skills
Safety
Market Goodwill
Easy to Handle
Eco – Friendly
Supplier 1: RAK Ceramics
Criteria 1 = Low 2 = Moderate 3 = Medium 4 = Good 5 = Excellent
Quality of the
product

Flexibility and
efficiency

Warranty of the
product

Payment terms 
Innovation skills 
Safety 
Market Goodwill 
Easy to Handle 
Eco – Friendly 
Source: http://www.rakceramics.com/
Supplier 2: Foshan Shiwan Eagle Brand Ceramics Co., Ltd.
Criteria 1 = Low 2 = Moderate 3 = Medium 4 = Good 5 = Excellent
Quality of the
product

Flexibility and
efficiency

Warranty of the
product

Payment terms 
Innovation skills 
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Safety 
Market Goodwill 
Easy to Handle 
Eco – Friendly 
Source: http://www.eaglebrandtiles.com/
Supplier 3: spazioCasa
Criteria 1 = Low 2 = Moderate 3 = Medium 4 = Good 5 = Excellent
Quality of the
product

Flexibility and
efficiency

Warranty of the
product

Payment terms 
Innovation skills 
Safety 
Market Goodwill 
Easy to Handle 
Eco – Friendly 
Source: http://www.spaziocasa.co.nz/about.aspx
26

4.4. Outcome of Supplier Selection Process
The development exercises and supplies procedure of the porcelain tiles and stoneware in the market by the organization are
required a few criteria which will bolster them to effortlessly advance and disseminate their made items in the worldwide
market and distinctive nations. The most essential criteria are following in nature:
Nature of the item: the nature of the fabricated tiles items are holding the rank as quality items and furthermore giving direct
effect on the budgetary strength of the organization. The effects of alternate segments utilized as a part of the porcelain tiles
can likewise gives affect available offers of the organization due satisfaction of the nature of the porcelain tiles according to the
prerequisite of the customers and clients in the worldwide.
Wellbeing and Measurement Procedure: The security and security estimation strategies are utilized by the association for
better comprehension of the hazard offices and crude material providing approaches inside a specific timeframe in the
assembling organizations by considering the focal preparing unit impacts on the earth. The provider of the business are
likewise confronting a few dangers which is required to be comprehend by the organization to deal with the future
vulnerabilities inside a predefined timeframe. The business exercises of the association is required to be comprehend the
distinctive criteria as far as majoring the diverse sort of hazard estimation capacities of the organization amid the offering and
dissemination exercises of the porcelain tiles and other stoneware presented in the market. The hazard can be emerge in the
business because of overheating and terminating exercises of the tiles item amid assembling and furthermore emerges a few
issues amid and squeezing and cleaning of the tiles in the assembling concern.
27

5.0 Statistical Process Control
5.1 Identifying the Processes
There are a few sorts of procedures are required for legitimately recognize the business procedure through factual process
control instruments and methods utilized by the innovative work specialists of the association. The major factual process
control forms are:
 Process of preparation;
 Selection of supplier process
 Quality management process
 Process of confirmation
 Process of Validating
 Identification and Data gathering
 Prioritizing
 Analysis Of Selected Problem
 Flowcharting
 Data Gathering And Initial Charting
5.2 Monitoring Processes using SPC Charts
Procedure of arrangement: this procedure is essentially help in showing and distinguishing the diverse perspectives criteria of
the porcelain tiles in the worldwide market. The procedures of distinguishing the diverse venture handle by the association
inside a specific timeframe by the organization to quantify the distinctive sort of procedures of the association inside a specific
timeframe.
Determination of provider process: The choices of the providers are the most basic exercises of the association as far as the
advancing and giving better nature of items in the market.
Quality administration process: The quality administration process is additionally measured by the organization to better
comprehend the distinctive parts of the porcelain tiles requires amid the assembling time. There are a few parts are meeting
the desires of the quality and necessities of the association according to the essential targets of the organization to better
comprehend the genuine required quality and different prerequisites of the association.
Procedure of affirmation: This procedure is fundamentally started for the predefined the few segments of the association to
better comprehend the diverse sorts of particular for measuring the distinctive segments of the items in the association. There
28

are some of fundamental prerequisites of the clients are trailed by the organization to appropriately deal with the diverse sort
of assembling related issues in the association. There are a few parts which required comprehension of the genuine want of
the clients with respect to made porcelain tiles items in the market and furthermore considered gave input of a few necessities
of the organization which isn't up to the stamp.
Procedure of Validating: The procedure of the approval of providers and diverse procedures of the organization is required to
be comprehend the convenience of the distinctive segments of the items are really required for the item in genuine terms.
Then again there are a few prerequisites which are emerges from the input of the current customers of the organization with
respect to item. This procedure can without much of a stretch recognize all the approving procedures to better distinguish the
approval procedure of the association.
5.3 Constructing and Using an SPC Chart
The factual control process is utilized by the organization to control the precision and observing exercises of the maker item.
There are fundamentally two components are at first required to set up the SPC diagrams in the association.
Upper control restrict (UCL) according to the edge
Lower control constrain (LCL) according to the edge
Focal line (CL) measurement normal
What's more, standard Error
There are essentially two sorts of control diagrams are required by the association to do the quality check of their assembling
items and furthermore require two sorts of information to appropriately examine and screen the information forms are
variable and characteristic database. Trait database are essentially measure the event of the comparable database amid a
predetermined timeframe. The database are worthy or not satisfactory will be founded on the few parts technique are c, u, p
and np remains for the graph. The variable databases of the controlling exercises of the item are measuring and handling
information according to the distinctive components of the association by considering the general database as (x).
Here, the P-outline has been set up to assess the touch-screen generation while the deformity of the screen was investigated
with individual care. The deformity assembled from the specimen on consistent schedule is considered here. The quantities of
tests were reviewed 100 consistently though the quantity of deformities can be seen from the table underneath.
Number
of days
inspected
samples
Defects
(np)
fraction of
defects (p)
Average proportion of
defective rear case
Upper control
limit of sample
size
Lower control
limit of sample
size
1 200 12 0.06 0.060208333 13.16% -1.12%
29

2 200 11 0.055 0.060208333 13.16% -1.12%
3 200 10 0.05 0.060208333 13.16% -1.12%
4 200 8 0.04 0.060208333 13.16% -1.12%
5 200 9 0.045 0.060208333 13.16% -1.12%
6 200 12 0.06 0.060208333 13.16% -1.12%
7 200 12 0.06 0.060208333 13.16% -1.12%
8 200 25 0.125 0.060208333 13.16% -1.12%
9 200 10 0.05 0.060208333 13.16% -1.12%
10 200 8 0.04 0.060208333 13.16% -1.12%
11 200 9 0.045 0.060208333 13.16% -1.12%
12 200 12 0.06 0.060208333 13.16% -1.12%
13 200 12 0.06 0.060208333 13.16% -1.12%
14 200 25 0.125 0.060208333 13.16% -1.12%
15 200 12 0.06 0.060208333 13.16% -1.12%
16 200 14 0.07 0.060208333 13.16% -1.12%
17 200 6 0.03 0.060208333 13.16% -1.12%
18 200 12 0.06 0.060208333 13.16% -1.12%
19 200 10 0.05 0.060208333 13.16% -1.12%
20 200 9 0.045 0.060208333 13.16% -1.12%
21 200 12 0.06 0.060208333 13.16% -1.12%
22 200 13 0.065 0.060208333 13.16% -1.12%
23 200 12 0.06 0.060208333 13.16% -1.12%
24 200 14 0.07 0.060208333 13.16% -1.12%
total 4800 289 0.060208333
30

Table 8: SPC chart table
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22
-0.02
0
0.02
0.04
0.06
0.08
0.1
0.12
0.14
fraction of defects (p) Average proportion of defective rear case
Upper control limit of sample size Lower control limit of sample size
31

Figure 2: SPC chart
Pareto chart:
Occurrence
Mon Tue Wed Thu Fri Sat Su
n
Total Absolute Cumulative
(%)
· Porcelain tiles are heavier and
denser to handle
11 12 13 14 12 12 14 88 10.65% 10.65%
· These types of tiles are very
expensive in nature.
11 17 15 14 21 12 14 104 12.59% 23.24%
· It is also difficult for the
installers to cut and drill the tiles
during installation.
20 25 12 23 12 18 14 124 15.01% 38.26%
· The porcelain tiles are attracts
stains and become dull when it is
contact with the chloride water and
acids.
15 14 21 32 41 14 14 151 18.28% 56.54%
· Density issue. 23 15 25 14 10 19 14 120 14.53% 71.07%
· Heavy weight. 11 12 17 16 14 17 14 101 12.23% 83.29%
· Grout. 11 21 21 23 27 21 14 138 16.71% 100.00%
Table-9- Checklist
32

· Porcelain tiles
are heavier and
denser to handle
· These types of
tiles are very
expensive in nature.
· It is also
difficult for the
installers to cut and
drill the tiles during
installation.
· The porcelain
tiles are attracts
stains and become
dull when it is
contact with the
chloride water and
acids.
· Density issue. · Heavy weight. · Grout.
0.00%
20.00%
40.00%
60.00%
80.00%
100.00%
120.00%
Pareto chart
Absolute Cumulative (%)
Figure 3: Pareto chart
33

6.0 Problem Solving
6.1 Identifying the Problems and Problem Solving Tools
The primary issue is related with porcelain tile are
1. Density issue,
2. Heavy weight,
3. Grout.
4. Low upkeep
5. Chemical dangers
Thus, distinguishing those issues and ordering, settling and making enhancements in those
issues are additionally vital for fulfilling the clients. There are a few technique exists to take care
of these issue. The following are the real apparatuses that can be utilized as a part of such
conditions:
• Brainstorming
• 5 whys
• Check list
• Process Flow graph
• Problems Solving Form
• Japanese 5S
• Quality circle
6.2 Constructing and Using the Problem Solving Tools
While considering critical thinking apparatus, one might say that the strategies completely
relies upon the idea of the issue the item is right now encountering. Since, Porcelain tile is
essentially encountering issues identified with thickness, overwhelming weight and grout issue,
it requires detail appraisal about the procedure took after while planning porcelain tile.
Henceforth, conceptualizing will be considered as one of the compelling apparatus here.
Thickness issue is considered as the recognized issue and conceptualizing, check list, process
stream outline and quality circle have been utilized to determine this issue.
34

Start
Issue
Identified?
Needs to review the scenario Conduct Brain storming
No
Yes
Check list
Quality Circle
[1] Process Flow chart
[2] Brainstorming
Conceptualizing is an aggregate exertion, where every person of a group contribute a few
focuses to come into a legitimate conclusion while managing the a particular undertaking. In
this particular case, there is requiring ID of arrangements that confirm while delivering
porcelain tile. Keeping in mind the end goal to do as such, a group has been readied. A one
week session has been performed. Consistently, add up to number of reactions has been
counted in as a detriment to a particular issue. In view of the information recorded, the
arrangement has been created here.
[a] Identified issue: Density issue
[b] Brainstorming result:
1. Reduction of mixing and grinding issue;
2. Issue in spray drying;
3. Forming;
4. Glazing;
35

5. Firing;
6. Drying;
Shorting or raking Ideas:
Rank 1: Glazing
Rank 2: Firing
Rank 3: Reduction of mixing and grinding issue
Rank 4: Issue in spray drying
Rank 5: Forming
Rank 6: Drying
[3] Checklist-
Done Work in Progress Not yet done
Glazing 
Firing 
Reduction of mixing and grinding
issue

Issue in spray drying 
Forming 
Drying 
[4] Quality Circle
36

37
Collect
Information
Analyze
Plan for
implrovement
Implement
Review

7.0 Conclusion
As per the general investigation it has been talked about that at whatever point organization
made an item required to be go for a study in the market by utilizing diverse strategies. The
item is required to be presented in the market according to the up and coming needs and
prerequisites of the clients in the market. The presence of the items in the market is required to
be better comprehended the need of the clients and proficiency of the providers in the
association. There are a few sort of factual procedures are utilized to better comprehend the
further necessities and level of fulfillment of the clients in the market. The chose providers of
the organization are all around gifted and sufficiently educated to gauge the fulfillment level of
the client of the organization in the worldwide market. The diverse sorts of distinguishing
procedures of the organization are making review procedures of the simpler regarding
following distinctive phrasing. The organization is likewise required to comprehend the diverse
sort of upkeep exercises requires watching the request of the clients effortlessly.
38

8.0 References
Butler, J.R., Wong, G.Y., Metcalfe, D.J., Honzák, M., Pert, P.L., Rao, N., van Grieken, M.E.,
Lawson, T., Bruce, C., Kroon, F.J. and Brodie, J.E., 2013. An analysis of trade-offs between
multiple ecosystem services and stakeholders linked to land use and water quality management
in the Great Barrier Reef, Australia. Agriculture, ecosystems & environment, 180, pp.176-191.
Goetsch, D.L. and Davis, S.B., 2014. Quality management for organizational excellence. Upper
Saddle River, NJ: pearson.
Krajewski, L.J., Ritzman, L.P. and Malhotra, M.K., 2013. Operations management: processes and
supply chains (Vol. 1). New York, NY: Pearson.
Mezquita, A., Monfort, E., Ferrer, S. and Gabaldón-Estevan, D., 2017. How to reduce energy and
water consumption in the preparation of raw materials for ceramic tile manufacturing: Dry
versus wet route. Journal of Cleaner Production.
Paranhos, R.J., Acchar, W. and Silva, V.M., 2017. Use of Sugarcane Bagasse Ashes as Raw
Material in the Replacement of Fluxes for Applications on Porcelain Tile. In Materials Science
Forum (Vol. 881, pp. 383-386). Trans Tech Publications.
Penteado, C.S.G., de Carvalho, E.V. and Lintz, R.C.C., 2016. Reusing ceramic tile polishing waste
in paving block manufacturing. Journal of Cleaner Production, 112, pp.514-520.
Penteado, C.S.G., de Carvalho, E.V. and Lintz, R.C.C., 2016. Reusing ceramic tile polishing waste
in paving block manufacturing. Journal of Cleaner Production, 112, pp.514-520.
Selli, N.T., 2015. Development of anorthite based white porcelain stoneware tile
compositions. Ceramics International, 41(6), pp.7790-7795.
Tarhan, B., Tarhan, M. and Aydin, T., 2017. Reusing sanitaryware waste products in glazed
porcelain tile production. Ceramics International, 43(3), pp.3107-3112.
39