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Poka-Yoke for Mass Customization LAPPEENRANTA UNIVERSITY OF TECHNOLOGY Faculty of Technology Management Department of Industrial Management POKA-YOKE FOR MASS CUSTOMIZATION The subject of this Master of Science Thesis was approved by the Council of the Faculty of Technology Management on 25th of February 2008 Supervisor: Prof. Janne Huiskonen Instructor: Matti Pilviö, M.Sc.(Eng.) Helsinki, May 9, 2008 Jussi Tapani Sissonen Rantakartanontie 5 C 99 00910 Helsinki ABSTRACT Author: Jussi Tapani Sissonen Subject of the thesis: Poka-yoke for mass customization Department: Department of Industrial Management Date: 2008 Location: Helsinki Master of Science Thesis. Lappeenranta University of Technology. 107 pages, 37 figures, 3 tables and 2 appendices Supervisor: Professor Janne Huiskonen Instructor: M.Sc.(Eng.) Matti Pilviö Keywords: poka-yoke, mistake-proofing, quality improvement, mass customization Producing high quality products and services is one of the key concerns in order to keep up with the competition in the global markets. Companies are putting a great effort on preventing customers having faulty products and services by any means. However, the total elimination of mistakes in manufacturing processes has always been a great challenge for quality management. In this thesis the applicability of poka-yoke methodology in reducing the number of quality failures in the case company has been studied. Poka-yoke stands for the mistake-proofing and is mainly developed for the purpose of eliminating human errors in manufacturing processes. Inspection techniques; judgment, informative and source inspection are in the core of this methodology. Mass customization and large configurability of products leads to situation where the root causes of quality problems may vary a lot. To study the effects of these factors extensive analysis of quality failures was conducted. Recommendations and proposals for further actions regarding problem solving processes and utilization of mistake-proofing methods were provided on the basis of the analysis. TIIVISTELMÄ Tekijä: Jussi Tapani Sissonen Työn nimi: Poka-yoke massaräätälöinnissä Osasto: Tuotantotalouden osasto Vuosi: 2008 Paikka: Helsinki Diplomityö. Lappeenrannan teknillinen yliopisto. 107 sivua, 37 kuvaa, 3 taulukkoa ja 2 liitettä Tarkastaja: Professori Janne Huiskonen Ohjaaja: DI Matti Pilviö Hakusanat: poka-yoke, virheenestimet, laadun parantaminen, massaräätälöinti Korkealaatuisten tuotteiden ja palveluiden tuottaminen on yksi tärkeimmistä edellytyksistä pysyä mukana kilpailussa globaaleilla markkinoilla. Yritykset tekevät jatkuvia panostuksia varmistaakseen keinoilla millä hyvänsä, että vialliset tuotteet ja palvelut eivät päätyisi loppuasiakkaalle asti. Tästä huolimatta, virheiden eliminointi valmistusprosesseissa on ollut ainainen haaste laatujohtamiselle. Tässä diplomityössä tutkittiin poka-yoke metodologian soveltuvuutta laatuvirheiden vähentämiseen kohdeyrityksessä. Poka-yoke tarkoittaa virheiden ehkäisemistä ja se on alun perin kehitetty inhimillisten virheiden eliminoimiseksi. Menetelmän ydin on tarkastustekniikoissa, joita ovat toteava ja tiedottava tarkastus sekä lähdetarkastus. Massaräätälöinnistä ja tuotteiden laajasta konfiguroitavuudesta johtuen juurisyyt laatuongelmiin liittyen voivat vaihdella paljon. Näiden selvittämiseksi toteutettiin kattava laatuvirheanalyysi. Analyysin perusteella annettiin toimenpidesuosituksia ja ehdotuksia ongelmanratkaisuprosessien kehittämiseksi sekä laitetehtaalla tapahtuvien vihreiden eliminoimiseksi kohdeyrityksessä. ACKNOWLEDGEMENTS This research project and the writing of Master's thesis has been a culmination for my studies in Lappeenranta University of Technology. Many challenges have been faced during this project but at the same time it has been very interesting and rewarding. Now that I am finishing this thesis, I would like to give my warmest thanks to the various people in the case company who have contributed to this work during these months. Without your valuable and professional comments and criticism and outright support this wouldn't have been possible. Specially, I would like to express my gratitude to my supervisor, Professor Janne Huiskonen, for his constructive comments and guidance, and to my instructor M.Sc. Matti Pilviö, for his ideas and support throughout the research project. Finally, many thanks to my family and all my friends for their endless support and energy they have given me during my studies. v TABLE OF CONTENTS ABSTRACT....................................................................................................................................II TIIVISTELMÄ ............................................................................................................................ III ACKNOWLEDGEMENTS..........................................................................................................IV TABLE OF CONTENTS .............................................................................................................. V LIST OF FIGURES ...................................................................................................................VIII LIST OF TABLES ......................................................................................................................... X 1 INTRODUCTION........................................................................................................................ 1 1.1 BACKGROUND AND MOTIVATION ............................................................................................ 1 1.2 RESEARCH PROBLEM AND OBJECTIVES.................................................................................... 2 1.3 STRUCTURE OF THIS THESIS..................................................................................................... 4 PART I: LITERATURE STUDY.................................................................................................. 5 2 THE PRINCIPLES OF POKA-YOKE METHODOLOGY.................................................... 5 2.1 HISTORY AND DEFINITIONS OF POKA-YOKE............................................................................. 5 2.2 ERRORS AND DEFECTS IN MISTAKE-PROOFING ........................................................................ 7 2.2.1 Human error classification............................................................................................. 8 2.2.2 Classifying mistakes ....................................................................................................... 9 2.3 INSPECTION TECHNIQUES IN THE FIELD OF QUALITY CONTROL.............................................. 10 2.3.1 Judgment inspection ..................................................................................................... 13 2.3.2 Informative inspection.................................................................................................. 13 2.3.3 Source inspection ......................................................................................................... 16 2.3.4 Summary of inspection methods ................................................................................... 17 2.4 TYPES OF POKA-YOKE SYSTEMS ............................................................................................ 19 2.5 DESIGN PRINCIPLES FOR POKA-YOKES................................................................................... 21 2.5.1 Characteristics ............................................................................................................. 22 2.5.2 Process deviations and value differences..................................................................... 22 2.6 ZERO QUALITY CONTROL ..................................................................................................... 23 2.7 COMPANY-WIDE MISTAKE-PROOFING.................................................................................... 24 2.8 POKA-YOKE IMPLEMENTATION PROCESS............................................................................... 24 2.9 OBJECTIVES OF POKA-YOKE IMPLEMENTATION..................................................................... 27 3 PROBLEM SOLVING AND ROOT CAUSE ANALYSIS .................................................... 28 3.1 PHILOSOPHICAL APPROACHES FOR PROBLEM SOLVING.......................................................... 28 vi 3.2 FRAMEWORKS FOR PROBLEM SOLVING PROCESSES: PDCA, DMAIC AND TOYOTA’S CYCLE 31 3.3 ROOT CAUSE ANALYSIS......................................................................................................... 35 4 MISTAKE-PROOFING IN TERMS OF QUALITY COST THINKING............................ 40 4.1 QUALITY COST SYSTEM......................................................................................................... 40 4.1.1 Optimum models for quality cost thinking.................................................................... 42 4.1.2 Iceberg model............................................................................................................... 43 4.2 COMPONENTS OF QUALITY COSTS ......................................................................................... 44 4.2.1 Prevention costs ........................................................................................................... 45 4.2.2 Appraisal costs ............................................................................................................. 46 4.2.3 Internal failure costs..................................................................................................... 46 4.2.4 External failure costs...................................................................................................
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