Improving Manufacturing Quality Using Total Quality Management (ME)

This dissertation explores the critical aspects of improving manufacturing quality through the implementation of Total Quality Management (TQM). The research delves into the significance of product quality, aiming to identify the root causes of poor quality management within manufacturing processes. The study reviews academic literature, highlighting equipment instability, human error, and substandard materials as key instigators of quality problems. The project uses a case study of Unite Precision Engineering, a Singapore-based company, to investigate the relationships between quality issues and various influencing factors. The research objectives include exploring the importance of quality management in machining manufacturing, identifying factors impacting product quality, and optimizing quality management strategies to minimize quality losses. The dissertation is structured to provide a comprehensive overview, starting with an introduction, literature review, methodology, data analysis using SPSS, findings, discussions, and conclusions. The goal is to provide insights into how organizations can enhance their manufacturing processes, reduce defects, and improve overall productivity through effective quality management practices. The study also identifies the impact of process variation on product quality and the importance of process control to maintain quality standards. The dissertation concludes with recommendations for Unite Precision Engineering based on the research findings.

Abstract
In today’s world, for the production of superior quality of product for catering to
their customer numerous organizations are seeking various new ways in order
to stay competitive and increase profitability. It is important to produce products,
which are of good quality, and it is also to be ensured that the delivery is on time
as the new technologies present and the demands in the markets of
manufacturing are always on the move.
In this dissertation, understanding the value of quality of products and
identifying the underlying cause is the prime objective of the research, by
reviewing academic literature on the causes for poor quality management, and
according to the study, the most common causes that instigate quality problems
are equipment stability, human error and substandard materials. As a result, in
order to find out the relationships between the qualities rejects, three
hypotheses were identified.

Chapter 1: Introduction
1.1 Research background
There are several uncertainties related to machining manufacturing business
like fluctuation of market due to ever changing demands of customer,
competitive rivalry, unnatural disasters which are unpredictable and accidents
which cannot be foreseen (Doz & Prahalad, C. K., 2013).
There are several operations and mechanisms, which demands thorough
surveillance relating to the line of production in order to provide superior quality
of output products, that involve business operations. Quality management plays
a very important role in achieving superior quality products in order to improve
the quality system of management.
It is of utmost importance to give attention to the quality where the organization
will possibly benefit from increased regularity, regulation, and dependability. The
products can go out of date in this industry very fast owing to changes in
technologies and demand in the market (Gupta, Smith, & Shalley, 2006).
The activities of collaboration which takes place between monitoring of the
processes performance and planning is termed as Quality Management
(Trkman, 2010).It is a technique of analysis that involves clear-cut outlook to
control a process.
Improvement of the process that aims to improve customer satisfaction is the
main purpose of quality management. The objective of quality management also
involves increase of profitability of an organization by amalgamation of different
facets, which includes skillfulness, paraphernalia, data, strategy and
composition (Jeston & Nelis, 2014).
However, there are many organizations, which lack strong quality management
structure. Increased variation of processes such as Instability of equipment,
miserable conditions of working environments, measurement error in
operations, incoming materials with defects and error from human are the
results of lack of quality management. This result in issues related to quality.

Thus, the author has decided to choose Unite Precision Engineering, which will
conduct an investigation regarding the relationships between quality issues that
are due to the lack of quality management and the significance of the variables.
1.2 Case Study: Unite Precision Engineering
Unite Precision Engineering is a Singapore based private company that
provides precision machine services. They have amassed 15 years of
experience and improved their skills in a variety of precision manufacturing
service that includes milling service and CNC turning with help of the machines
and technology of art.
The company brought many high precision machines from countries like
Germany and Japan. These machines enable them to manufacture complex
parts, which they are different from their rivals in the market as they
specializes on limited volume of production of high accuracy parts which are
served to the industries of semiconductor, aerospace and oil & gas .
They develop new challenging projects along with their customers because of
the strength of having a strong team. They work on complex parts with unique
processing along with their customers and ensure that the delivery is prompt.
In the author’s company, Unite Precision Engineering was one of the numerous
outsourcing vendors. For the last five years, the author has been associated
and worked for the company. Considering their performance in on-time delivery
and quality, they are monitored and measured. Unite has proved their
inconsistency in their quality deliverance, based on the collected historical data.
Thus, to conduct research in quality and management the author find it as an
opportunity to select Unite.
1.2 Objectives of research
The reports aims to bring forward the root causes that results in production of
poor quality products which are a result of insufficient and improper quality
management within the operation of manufacturing.
Operation variation were identified by Unite as the major rejection root cause,
that impacted manufacturing dropped out cause products delivery on time an
issue. In all kinds of industry that relates to manufacturing, variation is always

present as mentioned by number of scholars .There are two classifications of
the concept of variation ,they are controlled and uncontrolled (Hallerbach,
Bauer, & Reichert, 2010).The determination of the products stability is very
important irrespective of whether it is controlled or uncontrolled. In case of
controlled process ,it would be doing its operations normally in a stable and
expected manner with variations that can be controlled ceaselessly (Weidlich,
Mendling, & Weske, 2011).But if the variation in process or process average
changes that would suggest that the variations are taking place which are not in
controlled manner (Florac, Park, & Carleton, 1997). Equipment downtime,
defects and longer cycle time are the result of the process which are not
controlled, it leads to losses in production (Sarfaty, et al., 2002).Thus it has
been realized that uncontrolled variations affect their operations so the
manufacturers endeavors to get rid of all causes of uncontrolled variation. It is
important to interpret the gravity of quality management in manufacturing
industry. There are several writers who have determined and explored the
several variety related to processes which possesses major influence in the
quality of the products which are finally produced as the output in manufacturing
of machine in the context of the company that is selected are the main
objectives of this study.
The research objectives:
1) Exploring the importance of industry related to quality management in
machine manufacturing.
2) Identification of factors, that aids to the impact of influencing quality of
products.
3) Conducting a thorough research about how the company can make
optimized utilization of quality management that would result in minimization
of loss of quality.
Thus, by critically considering and studying the theories that supports the
academic theories on process variation and quality control the three
hypothesis has been identified.
The prime motive is to bring forward the relations, which interlink the issues
related to quality and also the variables, and comprehend and critically
analyze their connection with each other.
1.3 Structure of the report
The paper includes many chapters, which are in sequence. First, it gives a
brief introduction of the research objectives and its concepts, after that it is
followed by literature review, which is present in chapter 2. After critically
analyzing the preexisting academic theories and studies on papers related to

quality management the literature, review of this paper has been provided.
The root causes of how the variations in processes affect the quality of the
final products has been identified after analyzing the theoretical studies
related to this subjects of interest.
The methodologies have been provided in chapter 3, the contents of which
provide description regarding the research aims, design and methods. This
chapter also highlights the drawbacks and considers the issues related to
ethics in the research, which relates to the appraisement of the paper.
Questionnaires have also been provided which are the sources of data
collected, it used the SPSS statistical method incorporated with Cronbach’s
alpha reliability test mentioned in chapter 4. By using the quantitative
method scrutiny of the results has to be done by providing survey
questionnaires. It will be simpler and evident to identify whether the
hypothesis are supporting or not from the results and it will also be
determined from the Cronbatch’s alpha reliability test whether the variables
are consistent and reliable. The chapter following will provide the findings
and discussions that have been evaluated from the results from hypothesis
test and research methods in perspective of the research aims. a conclusion
would be provided after critical analysis of findings and discussions and it
will determine the positivity or adversity of the research objectives in the
chapter 6.

Chapter 2: Literature review
2.1 Introduction of quality management
Creation and following of policies and procedures in order to maintain defined needs
of the final products that are supposed to be met from a perspective of customer, is
included in Quality management. Customer satisfaction quality is one of the
perspectives of quality management, it includes meeting of expectations and
requirements of the customers and stakeholders, which leads to the creation of
products that satisfies the needs and is ideal for intended use. Secondly, planning to
design and building of products and process from the inception leads to prevention
of defects and quality escapes. Thirdly, to ensure the success of quality efforts both
the company culture and management responsibility needs to be in place, financial
resources needed for quality efforts needs to be supported by the organizational
management. Lastly, ongoing PDCA (Plan, Do, Check, Act) cycle to ascertain the
success of quality management in an organization is responsible for quality
improvement and continuous improvement.
2.2 Quality challenges in manufacturing industry
The major challenge and drivers for quality improvement has always been the quality
issues. Due to globalization, increasing costs, the industry has been very competitive
and there is a dire need for advancement of technology. Reduction of lead time of
manufacturing ,lower defects that leads to the enhancement of overall operational
performance have been contributed by quality which is deemed as a strategic factor
(Dhafr, Ahmad, Burgess, & Canagassababa, 2006). Lean manufacturing, six sigma,
just-in-time manufacturing and many others concepts have been deployed by many
organizations, this methods and concepts aims to achieve equality improvements in

their products and services. Quality has been deemed as the performance indicator
by many organizations and realized that by producing superior quality products and
services, higher revenue and customer trust can be gained (Ghobadian, Speller, &
Jones, 1994). Thus for improving processes and operations quality control and
management are essential. Serious problems and issues related to quality in the
processes can arise if there is a lack of quality control, it would cause defects which
leads to debts (Bettayeb, Bassetto, Vialletelle, & Tollenaere, 2012).
According to Yusof and Aspinwall (2000), for the improvement of the quality of the
products and also the services provided for enhancing the performance of operations
of the entire business, it is necessary to follow extensive and methodized accession
of management. Past developed processes and equipments are usually focused in
quality management (Fotopoulos &Psomas, 2009). The main objective of quality
management is to get accomplish things maintain lower cost at the same time
greater productivity this would improve the market share and also improve
motivation of employee and bring about customer satisfaction, leading to gaining of
better reputation(Brah, Wong, & Rao, 2000).
The process control is utilized for emphasizing on the stoppage of the system, which
gives the opportunity to the employees to comply with the standards. For the
detection of the causes which results in the variations has been highlighted and
emphasized by it. For making sure that by using the input of the management the
output produced is same and persistent, process control is used, irrespective of the
number of times of its repetition (Fisher & Mark, 1995).
The potent change that takes place after inspecting the results of the operations is
determined by process control (Wang, Adamson, Holm, & Moore, 2012). There

should be some changes that are done to amend the situation .It is also meant to
set all the operations under control when the device made for monitoring of
processes identify a situation, which has gone out of control (Shardt, et al., 2012). It
is alos important to make sure that when in steady mode, the process is amenable
and functioning at a satisfying level in normal deviation , it also falls under the
purpose of process control (Åström & Wittenmark, 2013). Thus it can be said, that
process control is a device, which enables all the organization to work and perform
their operations following all the guidelines and criterion and brings about maximum
dividends and at the same time it ensures quality and dependency by establishment
of many defined borders (Wightman, 2013). The aims of process control is shifting
process of changes which are in environmental and economical way to obtain
positive fruition and enhancement of quality of products (Ge & Song, 2010).
Factors of analytics involved in techniques of manufacturing sector include process
controlling and monitoring (Stavropoulos, Chantzis, Doukas,
Papacharalampopoulos, & Chryssolouris, 2013). Intensification of yield and up
gradation of quality of products are the are the two issues which are faced in the
manufacturing sector operation (Ge & Song, 2010). Identification of irregularities in
process and investigation of the underlying reasons of the deformities for the
embellishment of operation process are the primary motive of control of process in
manufacturing and invigilation (Qin, 2012). In order to satisfy all the benefits of the
company that includes safety, yield and other many processes must function at a
constant state and conditions of equilibrium (Seborg, Mellichamp, Edgar, & Doyle III,
2010). Processes might not continuously remain stagnant under these conditions in
many real-life situations (Pudelko & Mendenhall, 2009) and as a result of these
changes many organization may incur a loss (Aytug, Lawley, McKay, Mohan, &

Uzsoy, 2005). Citing an instance, when the system is losing stability, in simple words
variables associated in a process changes from its limits in a span of time and the
process can stray from the demanded specification (Edgar, et al., 2000). If one of the
process encounters a failure it requires reworking considering that there are many
processes involved in manufacturing, it includes machining, heat treatment, or
plating. Longer lead-time, incurring of unnecessary costs and bad reputation are the
result of Process variations, when customers stop production line. It is expected by
customers that they will be receiving products with zero defect from the
manufacturer; therefore, it is necessary to continue to improve and enhance quality
initiatives and improvements.
2.2.1 Variable factors contributing to quality issues
The quality issues are contributed by several factors (Figure 2.1). There are several
factors which may lead to major debts due to the losses in production and rework for
manufacturer like improper maintenance of equipments and not providing required
resources for the maintenance of the equipments (Sinkkonen, Marttonen, Tynninen,
& Kärri, 2013). Glithches and issues realted to quality of products are the result of
poor maintenance of equipment (Muchiri & Pintelon, 2008). Production interruptions
and increase lead-time can be triggered by sudden equipment downtime will lead to
(Faria, Nunes, & Matos, 2010). Measurement errors can result from tools that are
obsolete and distractions (Kang, Kim, Lee, Doh, & Cho, 2011).
The other generalized factor resulting from changes in process that leads to quality
issues is raw material which are below standards .It is inevitable that it will lead to
production of products which are of inferior quality by using substandard raw
materials and there is a high chance of procurement of loss of yield (Brintrup,

Roberts, & Astle, 2008). Thus, for the purchase of superior quality raw materials from
reliable suppliers , monitoring and control procedures are required (Yu & Tsai, 2008).
The processes are run by themselves by the employees like engineers and
manufacturing specialists who always handle the equipment. However often it
has been noted that , mishandle of the equipment and wrong use methods in
the processes are done by them due to use of process which are inappropriate
(Liu & Hwang, 2009). According to Macher and Mowery (2009), structural
processes develops high competition whereby know-how skills and knowledge
are emanated. After gathering experience and developing familiarity working
approaches which are as per standard are built due to constant recurring of
tasks, which are, related (Argote, 2012). Process of knowledge articulation
defines what the companies provides information to their employess working
and enlist the proceedings when the task is being executed (Levinthal & March,
1993).
2.2.2 Equipment stability
In manufacturing, the stability of the tools is of utmost importance. It can lead to
major yield and production losses without equipment robustness and flexibility,
(Munga, Dauzère-Pérès, Vialletelle, & Yugma, 2011). According to Wireman
(1990) ,There were many factors that negatively impacted the overall
operational performance, it includes glitches in the partnership of practices of
maintenance and enhancement of quality improvement in the past. Reduction of
number of products and regularity of devices resulted in rapid curtailment of
abilities of manufacturing ,tools were hard to access owing to degradation of
quality of products and it lead to irregular performance of delivery (Ahuja &
Khamba, 2008). Manufacturers have to work hard for maintaining quality of
products and the same time curtail the cost of production so that it can maintain
competitions with the rivals in the market. It is noted that industrial changes and
construct process control structure are created from analyzing the knowledge
gained from control system in order to reduce time span and the quality of the
products (Qin, Cherry, Good, Wang, & Harrison, 2006).
Well structured and widened approaches that uses various devices and

methods for accomplishment of demanded operations and tools by collaborating
procedures of a organization to maintain already present plant and devices to a
elevated productive height are collectively called Total productive maintenance
(TPM) (Ng, Goh, & Eze, 2011). TPM has been proved to be useful to have a n
edge in competitive market and it has been used as tool to provide enhance
maintenance and it is being used by many manufacturers. (Harsej & Yusof,
2011). TPM promotes measures to improve and enhance performance in
manufacturing (Ahuja & Khamba, 2008).
Thus it is essential for companies to achieve higher Overall Equipment
Effectiveness (OEE) for the improvement of production and reduction of
equipment scheduled and unscheduled downtime (Makita, Hirai, & Kodama,
2003). Seiichi Nakajima (1988) developed OEE which is the best practice of
metrics to comprehend and calculate how the utilization of factors that are
contributing (Iannone & Nenni, 2013). The quality and performance
(Ngadiman, Hussin, & Abdul Majid, 2013) are the contributing factors are being
referred to. Exploitation of the equipment use is the primary objective of
practicing OEE (Introna, Giuiusa, & Cesarotti, 2013). It is expected that the
equipment will produce superior products and at good rate for the time limit if
at all it is possible. Scrutinizing and managing the performance or time loss of
equipment in semiconductor manufacturing industry is done by using OEE (Ng,
Goh, & Eze, 2011).
There can be stark increase in resource consumption if there are instabilities
present so it is necessary to measure those instabilities that takes place during
production (Dal, Tugwell, & Greatbanks, 2000). According to ,Seiichi Nakajima
(1988) there are primarily 6 losses \if tools are not maintained and controlled
that facilitates instabilities during the manufacturing process. First of all,
breakdown of equipment leads to both time loss and quantity loss because
due to it the output is reduced and due to the defects in the final products it
leads to quantity losses. Furthermore, adjustment time losses occur due to
equipment downtime and defective products. Idling losses arises when there is
a disruption. When there is a differences between proposed speed and actual
speed it results in the fourth loss, which refers to speed reduction losses that

incur. The fifth loss relates to losses of yield, and the sixth loss refers to losses
that are due to the quality defects and rework caused due to faulty equipment.
With further description it can be said , availability of equipment and time and
adjustment losses are related, while the efficiency of the equipment is
determined by idling and speed reduction losses. Quality of the product is
related to yield and rework losses (Seiichi, 1988).
Types of maintenance
Breakdown maintenance
Preventive maintenance
Corrective prevention
Maintenance prevention
Figure 2.2
Manufacturing industry commonly uses several types of maintenance (Figure
2.2) (Mad Lazim & Ramayah, 2010). Only when the equipment is down
Breakdown maintenance is indicated, then its repairing is initiated. Devices that
do not mastly influence the line of production and results in severe losses , this
maintenance method could work on (Rosqvist, Laakso, & Reunanen, 2009).
Procesees that involves daily monitoring for maintaining bthe halth and
extending the service life of the tools is known, as Preventive maintenance,
commonly known as PM, is (Aghezzaf & Najid, 2008). On the other hand,
occurrences of repair which are providing beyond requirement results in higher
chances of failures in maintenance,which could be denoted by the set
downtime intervals (Heng, Zhang, Tan, & Mathew, 2009). The most favorable
practice for equipment maintenance in semiconductor manufacturing is
predictive maintenance as it has evolved tremendously in recent years (Tan &
Raghavan, 2008). The prediction of the equipment’s service life based on data
evaluation is the primary focus of this method (Pampuri, Schirru, De Luca, & De
Nicola, 2011). Using a online monitoring system the degardation of tools can be
assessed and comprehended, it partners closely with preventive maintenance
to observe condition of tools, and then design a better-improved preventive
maintenance to design maintenance activities for the system (Liao, Pan, & Xi,