UNIDAD 2: ADMINISTRACIÓN DE CALIDAD TOTAL Y CONTROL ESTADÍSTICO DE PROCESOS. Introducción………………………………………………………… Introducción…………………………… …………………………………………….2 ……………….2 2. Conc!"to# $ %i&o#o%'(# d! c(&id(d………………………………….…………..) c(&id(d………………………………….…………..) 2.2 L( c(&id(d c (&id(d co*o +!rr(*i!nt( co*"!titi,(…………………… co*"!titi,(………………………………….....…………….....2.) !rr(*i!nt(# "(r( * *!/or(r !/or(r &( c(&id(d $ !& r!ndi*i!nto………………………0 2.1 Mtodo# d! contro& !#t(d'#tico d! "roc!#o#…..…………………………….2.3 Mu!#tr!o d! (c!"t(ción…………………… (c!" t(ción………………………………………………… ……………………………………4 ………4
2.- Ad*ini#tr(ción "or c(&id(d tot(&…………………………………………………2 tot(&…………………………………………………2
Conc&u#ión………………………………………………………… Conc&u#ión…………………………… ………………………………………………..21 …………………..21 Cu!#tion(rio……………………………………………………… Cu!#tion(rio…………………………… ……………………………………………... …………………...23 23
INTRODUCCIÓN P(r( tod( indu#tri( "roducti,( &( c(&id(d !# un %(ctor i*"ort(nt! "u!# co&oc( ( #u "roducto o #!r,icio !n !#t5nd(r!# (c!"t(6&!# "(r( !& con#u*idor %in(&. En !#t( unid(d7 #! "r!#!nt(n &(# di%!r!nt!# %i&o#o%'(# 8u! di,!r#o# "!r#on(/!# "o#tu&(ron "o#tu&(ron (c!rc( d! &( c(&id(d7 c(&id(d7 "(r( u#(r &( *!/or !#tr(t!9i(7 !#tr(t!9i(7 co*o +!rr(*i!nt( +!rr(*i!nt( "(r( !& *!/or(*i!nto con#t(nt! d!& "roc!#o (nt! &o# c(*6io# (c!&!r(do# 8u! !n d'( #! "r!#!nt(n. L( c(&id(d con#t(nt! o6&i9( ( &(# !*"r!#(# ( inno,(r $ (do"t(r *todo# $ *od!&o# *od!&o# 8u! "!r*it(n "!r*it(n di#*inuir co#to# $ 9!n!r(r "roducir "roducir 6i!n!# $ #!r,icio# #!r,icio# con *!/or!# c(r(ct!r'#tic(#. (ci!ndo (#' un d!#(rro&&o !n !& u#o d!& t(&!nto +u*(no ;"!r#on(&<7 9!n!r(ndo un (*6i!nt! co*"!titi,o. E=i#t!n ci!rt(# +!rr(*i!nt(# 65#ic(# "(r( "od!r *!/or(r &( c(&id(d !n !& cu(& #! (n(&i>(n tod(# &(# ,(ri(6&!# $ c(r(ct!r'#tic(# d! un "roducto. Y #! 6u#c(n "o#i6&!# #o&ucion!# "(r( r!#o&,!r &o# "ro6&!*(# !ncontr(do# !n !& *o*!nto d! (n(&i>(r dic+(# ,(ri(6&!#. L( uti&i>(ción d! ci!rto# *todo# !#t(d'#tico#7 o6!d!c! ( &( n!c!#id(d d! &( !*"r!#( d! conoc!r cu5nto7 có*o $ !n 8u ti!*"o #! "roduc!7 "or &o t(nto !#to# *todo# #on "(r( 6rind(r d(to# "(r( &( to*( d! d!ci#ion!#. E# n!c!#(rio +(c!r un *u!#tr!o *u!#tr!o d! &( "roducción "(r( d!t!r*in(r d!t!r*in(r #i &( "o6&(ción !n #'7 cu*"&( con &o# !#t5nd(r!# *'ni*o# o n!c!#(rio# "(r( !& con#u*idor $ !n #u c(#o d!t!ct(r %(&&(# !n !& "roc!#o $ "od!r corr!9ir&o.
UNIDAD 2: ADMINISTRACIÓN DE CALIDAD TOTAL TOTAL Y CONTROL ESTADÍSTICO DE PROCESOS.
2.1 CONCEPTOS Y FILOSOFÍAS DE CALIDAD. 1. EDWARD DEMING !#t(6&!c! !& #i9ui!nt! "&(nt!(*i!nto: cu(ndo #! *!/or( &( c(&id(d #! &o9r(: Lo# co#to# di#*inu$!n d!6ido ( *!no# r!"roc!#o#. ? M!nor n@*!ro d! !rror!#. ? M!no# d!*or( $ o6#t5cu&o#. ? M!/or uti&i>(ción d! &(# *(8uin(#7 d!& ti!*"o $ d! &o# *(t!ri(&!#. I.- ESTRATEGIA DE DEMING: . Cr!(r !n !& "ro"ó#ito d! *!/or( d!& "roducto $ #!r,icio7 con un "&(n "(r( #!r co*"!titi,o $ "!r*(n!c!r !n !& c(*"o d! &o# n!9ocio#. 2. Ado"t(r un( nu!,( %i&o#o%'( !&i*in(r &o# ni,!&!# co*@n*!nt! (c!"t(do# d! d!*or(#7 !rror!#7 "roducto# d!%!ctuo#o#. ). Su#"!nd!r &( d!"!nd!nci( d! &( in#"!cción *(#i,(7 #! r!8ui!r! !,id!nci( !#t(d'#tic( d! 8u! !& "roducto #! +(c! con c(&id(d. 1. E&i*in(r E&i*in(r &( "r5ctic( "r5ctic( d! +(c!r n!9ocio #o6r! &( 6(#! d!& "r!cio d! ,!nt(7 !n ,!> d! !#to7 *!/or! &( c(&id(d "or *!dio d!& "r!cio7 !# d!cir *ini*ic! !& co#to tot(&. 3. u#c(r 5r!(# d! o"ortunid(d d! *(n!r( con#t(nt! "(r( 8u! #! "u!d(n *!/or(r &o# #i#t!*(# d! tr(6(/o d! *(n!r( "!r*(n!nt!. -. In#tituir *todo# *od!rno# d! !ntr!n(*i!nto !n !& tr(6(/o. 0. In#tituir un( #u"!r,i#ión "(r( 8u! %o*!nt! !& tr(6(/o !n !8ui"o con !& o6/!to d! *!/or(r &( c(&id(d &o cu(& (uto*5tic(*!nt! *!/or! &( "roducti,id(d. B. E&i*in(r !& t!*or7 d! *odo 8u! todo# "u!d(n tr(6(/(r !%!cti,(*!nt! "(r( un( !*"r!#(. 4. Ro*"!r 6(rr!r(# !ntr! &o# d!"(rt(*!nto#. D!6! !=i#tir co*unic(ción !ntr! todo# &o# int!9r(nt!# d! &( !*"r!#(7 $( 8u! todo# ti!n!n un o6/!ti,o co*@n. . E&i*in(r !#&o9(n $ *!t(# !n%oc(d(# ( incr!*!nt(r &( "roducti,id(d #in "ro,!!r *todo#. . E&i*in(r !#t5nd(r!# d! tr(6(/o 8u! "r!#cri6!n cuot(# nu*ric(# $( 8u! #i &( "rinci"(& *!t( !# &( c(ntid(d7 &( c(&id(d #! ,( ( ,!r (%!ct(d(. 2. E&i*in(r &(# 6(rr!r(# 8u! #! !ncu!ntr(n !ntr! !& tr(6(/(dor $ !& d!r!c+o ( #!ntir#! or9u&&o#o d! #u tr(6(/o. ). In#tituir un ,i9oro#o "ro9r(*( d! !duc(ción $ !ntr!n(*i!nto 8u! "!r*it( d!#(rro&&(r nu!,o# conoci*i!nto# $ +(6i&id(d!# "(r( t!n!r "!r#on(& *5# c(&i%ic(do !n 6!n!%icio d! &( !*"r!#(.
1. Cr!(r un( !#tructur( !n &( (&t( dir!cción 8u! i*"u&#! di(ri(*!nt! &o# ) "unto# (nt!rior!#.
II.-FILOSOFÍA DE JURAN. P&(ni%ic(ción d! &( c(&id(d7 contro& d! c(&id(d. L( "&(ni%ic(ción d! &( c(&id(d con#i#t! !n d!#(rro&&(r &o# "roducto# $ "roc!#o# n!c!#(rio# "(r( #(ti#%(c!r &(# n!c!#id(d!# d! &o# c&i!nt!#. E& "ri*!r "(#o "(r( "&(n!(r &( c(&id(d !# id!nti%ic(r 8ui!n!# #on &o# c&i!nt!#. P(r( id!nti%ic(r ( &o# c&i!nt!# +($ 8u! #!9uir !& "roducto "(r( ,!r #o6r! 8ui!n!# r!"!rcut!. P(r( co*"r!nd!r &(# n!c!#id(d!# d! &o# c&i!nt!#7 d!6!*o# ir *5# (&&5 d! &(# n!c!#id(d!# *(ni%!#t(d(# $ d!#cu6rir &(# no *(ni%!#t(d(#. L(# "!rc!"c "!rc!"cion ion!# !# d! &o# c&i!nt!# c&i!nt!# "u!d!n "u!d!n "(r!c!r "(r!c!rno# no# irr!(&! irr!(&!#7 #7 "!ro "(r( &o# c&i!nt!# #on un( r!(&id(d $7 "or &o t(nto t!n!*o# 8u! to*(r&(# !n #!rio. L( "r!ci#ión !n (#unto# d! c(&id(d !=i9! 8u! &o di9(*o# con n@*!ro# Ant!# d! "&(ni%ic(r !& "roc!#o7 d!6!r5n #!r r!,i#(do# &o# o6/!ti,o# "or &(# "!r#on(# in,o&ucr(d(#. E& o6/!ti,o ó"ti*o d! &( c(&id(d ti!n! 8u! #(ti#%(c!r &(# n!c!#id(d!# d! &o# c&i!nt!# $ "ro,!!dor!# "or i9u(&. L( c(&id(d d! un( !*"r!#( !*"i!>( "or &( "&(n!(ción d! &( *i#*(. Muc+ Muc+(# (# !*"r !*"r!# !#(# (# ti!n ti!n! ! 8u! 8u! +(c! +(c!rr %r!n %r!nt! t! ( 9r(, 9r(,!# !# "rd "rdid id(# (# $ d!#! d!#!c+ c+o# o#77 d!%ici!nci(# d!& "roc!#o d! "&(n!(ción. III.- FILOSOFÍA DE CROSBY. . Cu*"&ir con &o# r!8ui#ito#. 2. Pr!,!nción. ). C!ro d!%!cto#. 1. Pr!cio d! incu*"&i*i!nto. Et("(# !n !& "roc!#o d! *!/or(*i!nto d! C(&id(d. . Co*"ro*i#o !n &( dir!cción. 2. E8ui"o# d! *!/or(*i!nto d! &( c(&id(d. ). M!dición d! &( c(&id(d. 1. E,(&u(ción d!& co#to d! &( c(&id(d. 3. Conci!nti>(ción d! &( c(&id(d. -. E8ui"o# d! (cción corr!cti,(. 0. Co*it# d! (cción. B. C("(cit(ción. 4. D'( c!ro d!%!cto#. . E#t(6&!ci*i!nto d! *!t(#. . . E&i*in(ción d! &( c(u#( d! !rror. 2. R!conoci*i!nto.
). Con#!/o d! c(&id(d. 1. R!"!tir !& "roc!#o d! *!/or(*i!nto d! c(&id(d.
IV.- FILOSOFÍA DE TAGUSHI. Pro"on! &( "(&(nc( d! c(&id(d. So&o !n &( !t("( d! di#!o d! un "roducto "od!*o# to*(r *!did(# contr( &( ,(ri(6i ,(ri(6i&id &id(d (d c(u#(d c(u#(d( ( "or (9!nt! (9!nt!## int!rno int!rno#7 #7 !=t!rno !=t!rno## $ "or i*"!r% i*"!r%!cc !ccion ion!# !# d! *(nu%(ctur( ;ruido<. L( "(&(nc( d! &( c(&id(d. Di#!o d!& "roducto. Di#!o d!& "roc!#o. Producción. ? M!/or( d!& "roducto.
V.- FILOSOFÍA DE ISHIKAWA. . E& contro& tot(& d! c(&id(d !# +(c!r &o 8u! #! d!6! +(c!r !n tod(# &(# indu#tri(#. 2. E& contro& d! c(&id(d 8u! no *u!#tr( r!#u&t(do# no !# contro& d! c(&id(d. ). (9(*o# un contro& tot(& d! c(&id(d 8u! tr(i9( t(nt(# 9(n(nci(# 8u! no #!"(*o# 8u +(c!r con !&&(#. 1. E& contro& d! c(&id(d !*"i!>( con !duc(ción $ t!r*in( con !duc(ción. 3. P(r( ("&ic(r !& contro& tot(& d! c(&id(d t!n!*o# 8u! o%r!c!r !duc(ción continu( "(r( todo7 d!#d! !& "r!#id!nt! +(#t( &o# o6r!ro#. -. E& contro& tot(& d! c(&id(d ("ro,!c+( &o *!/or d! c(d( "!r#on(. 0. cu(ndo #! ("&ic( !& contro& tot(& d! c(&id(d7 &( %(&#!d(d d!#("(r!c! d! &( !*"r!#(.B B. E& "ri*!r "(#o d!& contro& tot(& d! c(&id(d !# conoc!r &o# r!8ui#ito# d! &o# con#u*idor!#. 4. Pro,!!r &o# "o#i6&!# d!%!cto# $ r!c&(*o#. . E& contro& tot(& d! c(&id(d &&!9( ( #u !#t(do id!(& cu(ndo $( no r!8ui!r! d! in#"!cción. . . E&i*'n!#! &( c(u#( 65#ic( $ no &o# #'nto*(#. 2. E& contro& tot(& d! c(&id(d !# un( (cti,id(d d! 9ru"o. ). L(# (cti,id(d!# d! c'rcu&o# d! c(&id(d #on "(rt! d!& contro& tot(& d! c(&id(d. 1. E& contro& tot(& d! c(&id(d no !# un( dro9( *i&(9ro#(. 3. Si no !=i#t! &id!r(>9o d!#d! (rri6( no #! in#i#t( !n !& CTC.
2.2 LA CALIDAD COMO HERRAMIENTA COMPETITIVA. E& conc!"to d! co*"!titi,id(d no# +(c! "!n#(r !n &( id!( d! !=c!&!nci(F7 o #!(7 con c(r(ct!r'#tic(# d! !%ici!nci( $ !%ic(ci( d! &( or9(ni>(ción. E& *undo ,i,! un "roc!#o d! c(*6io (c!&!r(do $ d! co*"!titi,id(d 9&o6(& !n un( !cono*'( c(d( ,!> *5# &i6!r(&7 *(rco 8u! +(c! n!c!#(rio un c(*6io tot(& d! !n%o8u! !n &( 9!#tión d! &(# or9(ni>(cion!#. En !#t( !t("( d! c(*6io#7 &(# !*"r!#(# 6u#c(n !&!,(r 'ndic!# d! "roducti,id(d7 &o9r(r *($or !%ici!nci( $ 6rind(r un #!r,icio d! c(&id(d7 &o 8u! !#t5 o6&i9(ndo 8u! &o# 9!r!nt!# (do"t!n *od!&o# d! (d*ini#tr(ción "(rtici"(ti,(7 to*(ndo co*o 6(#! c!ntr(& (& !&!*!nto +u*(no7 d!#(rro&&(ndo !& tr(6(/o !n !8ui"o7 "(r( (&c(n>(r &( co*"!titi,id(d $ r!#"ond( d! *(n!r( idón!( &( cr!ci!nt! d!*(nd( d! "roducto# d! ó"ti*( c(&id(d $ d! #!r,icio# ( todo ni,!&7 c(d( ,!> *5# !%ici!nt!7 r5"ido $ d! *!/or c(&id(d. Co*"!titi,id(d #i9ni%ic( un 6!n!%icio #o#t!ni6&! "(r( #u n!9ocio. L( Co*"!titi,id(d !# !& r!#u&t(do d! un( *!/or( d! c(&id(d con#t(nt! $ d! inno,(ción. E#t5 r!&(cion(d( %u!rt!*!nt! ( "roducti,id(d: P(r( #!r "roducti,o7 &o# (tr(cti,o# tur'#tico#7 &(# in,!r#ion!# !n c("it(& $ &o# r!cur#o# +u*(no# ti!n!n 8u! !#t(r co*"&!t(*!nt! int!9r(do#7 $( 8u! #on d! i9u(& i*"ort(nci(. L(# (ccion!# d! r!%u!r>o co*"!titi,o d!6!n #!r &&!,(d(# ( c(6o "(r( &( *!/or(: G L( !#tructur( d! &( indu#tri( tur'#tic(. G L(# !#tr(t!9i(# d! &(# in#titucion!# "@6&ic(#. G L( co*"!t!nci( !ntr! !*"r!#(#. G L(# condicion!# $ &o# %(ctor!# d! &( d!*(nd(. G Lo# #!r,icio# d! ("o$o (#oci(do#.
2. HERRAMIENTAS PARA MEJORAR LA CALIDAD Y EL RENDIMIENTO. L( !,o&ución d!& conc!"to d! c(&id(d !n &( indu#tri( $ !n &o# #!r,icio# no# *u!#tr( 8u! "(#(*o# d! un( !t("( dond! &( c(&id(d #o&(*!nt! #! r!%!r'( (& contro& %in(&. P(r( #!"(r(r &o# "roducto# *(&o# d! &o# "roducto# 6u!no#7 ( un( !t("( d! Contro& d! C(&id(d !n !& "roc!#o7 con !& &!*(: HL( C(&id(d no #! contro&(7 #! %(6ric(H. in(&*!nt! &&!9(*o# ( un( C(&id(d d! Di#!o 8u! #i9ni%ic( no #o&o corr!9ir o r!ducir d!%!cto# d!%!cto# #ino "r!,!nir "r!,!nir 8u! !#to# #uc!d(n7 co*o #! "o#tu&( "o#tu&( !n !& !n%o8u! d! &( C(&id(d Tot(&. E& c(*ino +(ci( &( C(&id(d Tot(& (d!*5# d! r!8u!rir !& !#t(6&!ci*i!nto d! un( %i&o#o%'( d! c(&id(d7 cr!(r un( nu!,( cu&tur(7 *(nt!n!r un &id!r(>9o7 d!#(rro&&(r (& "!r#on(& $ tr(6(/(r un !8ui"o7 d!#(rro&&(r ( &o# "ro,!!dor!#7 t!n!r un !n%o8u! (& c&i!nt! $ "&(ni%ic(r &( c(&id(d. D!*(nd( ,!nc!r un( #!ri! d! di%icu&t(d!# !n !& tr(6(/o 8u! #! r!(&i>( d'( ( d'(. S! r!8ui!r! r!#o&,!r &(# ,(ri(cion!# 8u! ,(n #ur9i!ndo !n &o# di%!r!nt!# "roc!#o# d! "roducción7 r!ducir &o# d!%!cto# $ (d!*5# *!/or(r &o# ni,!&!# !#t5nd(r!# d! (ctu(ción. P(r( r!#o&,!r !#to# "ro6&!*(# o ,(ri(cion!# $ *!/or(r &( C(&id(d7 !# n!c!#(rio 6(#(r 6(#(r#! #! !n +!c+ +!c+o# o# $ no d!/( d!/(r# r#! ! 9ui( 9ui(rr #o&( #o&(*! *!nt nt! ! "or "or !& #!nt #!ntid ido o co*@n7 co*@n7 &( !="!ri!nci( o &( (ud(ci(. (#(r#! !n !#to# tr!# !&!*!nto# "u!d! oc(#ion(r 8u! !n c(#o d! %r(c(#(r n(di! 8ui!r( (#u*ir &( r!#"on#(6i&id(d. D! (&&' &( con,!ni!nci( d! 6(#(r#! !n +!c+o# r!(&!# $ o6/!ti,o#. Ad!*5# !# n!c!# n!c!#(r (rio io ("&i ("&ic( c(rr un con/ con/un unto to d! +!rr( +!rr(*i *i!nt !nt(# (# !#t( !#t(d' d'#t #tic ic(# (# #i9u #i9ui! i!ndo ndo un "roc!di*i!nto #i#t!*5tico $ !#t(nd(ri>(do d! #o&ución d! "ro6&!*(#. E=i#t!n E=i#t!n Si!t! !rr(*i!nt(# !rr(*i!nt(# 5#ic(# 8u! +(n #ido (*"&i(*!nt! (*"&i(*!nt! (do"t(d(# (do"t(d(# !n &(# (cti,id(d!# d! *!/or( d! &( C(&id(d $ uti&i>(d(# co*o #o"ort! "(r( !& (n5&i#i# $ #o&u #o&uci ción ón d! "ro6 "ro6&! &!*( *(## o"!r o"!r(t (ti, i,o# o# !n &o# &o# *5# *5# di#t di#tin into to## cont cont!= !=to to## d! un( un( or9(ni>(ción. P(r( &( indu#tri( indu#tri( !=i#t!n !=i#t!n contro&!# contro&!# o r!9i#tro# r!9i#tro# 8u! "odr'(n "odr'(n &&(*(r#! &&(*(r#! H+!rr(*i!nt(# H+!rr(*i!nt(# "(r( (#!9ur(r &( c(&id(d d! un( %56ric(H7 !#t( #on &(# #i9ui!nt!#:
.
o/( o/( d! cont contro ro&& ;o ;o/( d! r!co r!co9i 9id( d( d! d(t d(to#< o#<
2.
i#to9r(*(
).
Di(9r(*( d! P(r!to
1.
Di(9r(*( d! d! c( c(u#( !% !%!cto
3.
E#tr(ti%ic(ción
-.
Di(9r(*( d! Di#"!r#ión
0.
Jr5%ic( d! contro&
($ "!r#on(# 8u! #! inc&in(n "or tcnic(# #o%i#tic(d(# $ ti!nd!n ( *!no#"r!ci(r !#t(# #i!t! +!rr(*i!nt(# +!rr(*i!nt(# d!6ido ( 8u! "(r!c!n #i*"&!# $ %5ci&!#7 %5ci&!#7 "!ro &( r!(&id(d !# 8u! !# "o#i6&! r!#o&,!r &( *($or "(rt! d! "ro6&!*(# d! c(&id(d7 con !& u#o co*6in(do d! !#t(# +!rr(*i!nt(# !n cu(&8ui!r "roc!#o d! *(nu%(ctur( indu#tri(&. L(# #i!t! +!rr(*i!nt(# #ir,!n "(r(: G
D!t!ct(r "r "ro6&!*(#
G
D!&i*it(r !& 5r!( "ro6&!*5tic(
G
E#ti E#ti*( *(rr %(c %(cttor!# or!# 8u! 8u! "ro "ro6( 6(6 6&!*! &!*!nt nt! ! "ro "ro,,o8u o8u!n !& !& "ro "ro6& 6&!* !*( (
G
D!t! D!t!r* r*in in(r (r #i !& !%!c !%!cto to to*( to*(do do co*o co*o "ro6 "ro6&! &!*( *( !# ,!rd ,!rd(d (d!r !ro o o no
G
Pr!, Pr!,!n !nir ir !rro !rror! r!## d!6 d!6iido ( o*i o*i#i #ión ón77 r(" r("id id!> !> o d!# d!#cu cuid ido o
G
Con%ir*(r &o# !% !%!cto# d! *! *!/or(
G
D!t!ct(r d! d!#%(#!#.
HOJA DE CONTROL L( o/( d! Contro& u +o/( d! r!co9id( d! d(to#7 t(*6in &&(*(d( d! R!9i#tro7 #ir,! "(r( r!unir $ c&(#i%ic(r &(# in%or*(cion!# #!9@n d!t!r*in(d(# c(t!9or'(#7 *!di(nt! &( (not(ción $ r!9i#tro d! #u# %r!cu!nci(# 6(/o &( %or*( d! d(to#. Un( ,!> 8u! #! +( !#t(6&!cido !& %!nó*!no 8u! #! r!8ui!r! !#tudi(r ! id!nti%ic(d(# &(# c(t!9or'(# 8u! &o# c(r(ct!ri>(n7 #! r!9i#tr(n !#t(# !n un( +o/(7 indic(ndo &( %r!cu!nci( d! o6#!r,(ción. Lo !#!nci(& d! &o# d(to# !# 8u! !& "ro"ó#ito !#t! c&(ro $ 8u! &o# d(to# r!%&!/!n &( ,!rd(d. E#t(# +o/(# d! r!co"i&(ción ti!n!n *uc+(# %uncion!#7 "!ro &( "rinci"(& !# +(c!r %5ci& &( r!co"i&(ción d! d(to# $ r!(&i>(r&( d! %or*( 8u! "u!d(n #!r u#(d(# %5ci&*!nt! $ (n(&i>(r&o# (uto*5tic(*!nt!. D! *odo 9!n!r(& &(# +o/(# d! r!co9id( d! d(to# ti!n!n &(# #i9ui!nt!# %uncion!#:
G
D! di#tri6ució ción d! ,(ri( ri(cion!# d! ,(ri( ri(6&!# d! &o# (rt (rt'cu&o# "roduc ducido#
;"!#o7 ,o&u*!n7 &on9itud7 t(&&(7 c&(#!7 c(&id(d7 !tc…< G
D! c&(#i% #i%ic(ción ción d! (rt'cu& cu&o# d!%!ctuo# uo#o#
G
D! &o &oc(&i>(ción d! d! d! d!%!cto# !n !n &( &(# "i "i!>(#
G
D! c(u#(# d! &o# d!%!cto#
G
D! ,!ri% !ri%ic ic(c (ció ión n d! d! c+! c+!8u 8u!o !o o t(r t(r!( !(## d! d! *(n *(ntt!ni !ni*i!n *i!ntto.
HISTOGRAMAS E# 65#i 65#ic( c(*! *!nt nt! ! &( "r!# "r!#!n !nt( t(ci ción ón d! un( un( #!ri #!ri! ! d! *!di *!did( d(## c&(# c&(#i%i%ic ic(d (d(# (# $ ord!n(d(#7 !# n!c!#(rio co&oc(r &(# *!did(# d! *(n!r( 8u! %or*!n %i&(# $ co&u*n(#7 !n !#t! c(#o co&oc(*o# &(# *!did(# !n cinco %i&(# $ cinco co&u*n(#. L( *(n!r( *5# #!nci&&( !# d!t!r*in(r $ #!(&(r !& n@*!ro *5=i*o $ *'ni*o "or c(d( co&u*n( $ "o#t!rior*!nt! (9r!9(r do# co&u*n(# !n dond! #! co&oc(n &o# n@*!ro# *5=i*o# $ *'ni*o# "or %i&( d! &o# $( #!(&(do#. To*(*o# !& ,(&or *5=i*o d! &( co&u*n( K ;*!did(# *5=i*(#< $ !& ,(&or *'ni*o d! &(# co&u*n(# K? ;*!did(# *'ni*(#< $ t!ndr!*o# !& ,(&or *5=i*o $ !& ,(&or *'ni*o. T!ni!ndo &o# ,(&or!# *5=i*o# $ *'ni*o#7 "od!*o# d!t!r*in(r !& r(n9o d! &( #!ri! d! *!did(#7 !& r(n9o no !# *5# 8u! &( di%!r!nci( !ntr! &o# ,(&or!# *5=i*o# $ *'ni*o#. R(n9o ,(&or *5=i*o ,(&or *'ni*o EEMPLO: R(n9o ).-0 ).)4 *i&'*!tro# R(n9o .2B Nnu*!ro d! *!did(# 8u! con%or*(n &( #!ri! N23 E# n!c!#(rio d!t!r*in(r !& n@*!ro d! c&(#!# "(r( "od!r (#' t!n!r !& int!r,(&o d! c(d( c&(#!. E/!*"&o: 2B1.- nu*!ro d! c&(#! Int!r,(&o d! c(d( c&(#!1.E& int!r,(&o int!r,(&o d! c(d( c&(#! &o ("ro=i*( ("ro=i*( ( 3 o #!( 8u! ,(*o# ( t!n!r - c&(#!# $ un int!r,(&o d! 3 "or c&(#!. L( *(rc( d! c&(#! !# !& ,(&or co*"r!ndido d! c(d( c&(#! $ #! d!t!r*in( (#':
K*(rc( d! c&(#!&'*it! *5=i*o &'*it! *'ni*o con &( t(6&( $( "r!"(r(d( #! id!nti%ic(n &o# d(to# d! *!did( 8u! #! ti!n! $ #! introduc!n !n &( t(6&( !n &( c&(#! 8u! &! corr!#"ond! ( un( c&(#! d!t!r*in(d(. E& +i#to9r(*( #! u#( "(r(: G
O6t! O6t!n! n!rr un( un( co*u co*uni nic( c(ci ción ón c&( c&(r( r( $ !%!c !%!ctiti,( ,( d! &( ,(r ,(ri( i(6i 6i&i&id( d(d d d!& d!& #i# #i#t! t!*( *(
G
Mo#tr #tr(r !& r!# r!#u u&t(do d! d! un un c(*6i (*6io o !n !n !& !& #i#t!*(
G
Id!nti nti%ic(r (no (norr*(&id(d!# !=( !=(*in(ndo &( &( %or %or* *(
G
Co*" Co*"(r (r(r (r &( ,(ri ,(ri(6 (6i&i&id id(d (d con con &o# &o# &'*i &'*it! t!## d! !#"! !#"!ci ci%i%ic( c(ci ción ón
Proc!di*i!nto# d! !&(6or(ción: .
R!un R!unir ir d(to d(to## "(r( "(r( &oc( &oc(&i&i>( >(rr "or "or &o *!no# *!no# 3 "unt "unto# o# d! r!%!r! r!%!r!nc nci( i(
2.
C(&c C(&cu& u&(r (r &( ,(ri ,(ri(c (ció ión n d! &o# &o# "unt "unto# o# d! r!%! r!%!r! r!nc nci( i(77 r!#t r!#t(nd (ndo !& d(to d(to d!& d!&
*'ni*o ,(&or d!& d(to d! *5=i*o ,(&or ).
C(&c C(&cu& u&(r (r !& !& n@*! n@*!ro ro d! d! 6(rr 6(rr(# (# 8u! 8u! #! #! u#(r u#(r(n (n !n !n !& +i# +i#to to9r 9r(* (*( ( ;un ;un *to *todo do
con#i#t! !n !=tr(!r &( r('> cu(dr(d( d!& n@*!ro d! "unto# d! r!%!r!nci(< 1.
D!t! D!t!r*i r*in(r n(r !& (nc+ (nc+o o d! d! c(d( c(d( 6(rr 6(rr(7 (7 di,i di,idi di!n !ndo do &( &( ,(r ,(ri( i(ci ción ón !nt !ntr! r! !& !& n@* n@*!r !ro o
d! 6(rr(# "or di6u/(r 3.
C(&c C(&cu& u&! ! !& int int!r !r,( ,(&o &o o #!( #!( &( &( &oc( &oc(&i&i>( >(ci ción ón #o6 #o6r! r! !& !& !/! !/! K d! &(# &(# do# do# &'n! &'n!(# (#
,!rtic(&!# 8u! #ir,!n d! %ront!r(# "(r( c(d( 6(rr!r( -.
Con# Con#tr tru$ u$( ( un( t(6 t(6&( &( d! %r! %r!cu cu!n !nci ci(# (# 8u! 8u! or9(n or9(nic ic! ! &o# &o# "unto "unto## d! r!%! r!%!r! r!nc nci( i(
d!#d! !& *5# 6(/o +(#t( !& *5# (&to d! (cu!rdo con &(# %ront!r(# !#t(6&!cid(# "or c(d( 6(rr(. 0.
E&(6or 6or! !& +i#to9r o9r(*( r!#"!ct !cti,o.
DIAGRAMA DE PARETO E# un( +!rr(*i!nt( 8u! #! uti&i>( "(r( "riori>(r &o# "ro6&!*(# o &(# c(u#(# 8u! &o# 9!n!r(. E& no*6r! d! P(r!to %u! d(do "or !& Dr. ur(n !n +onor d!& !cono*i#t( it(&i(no ILREDO PARETO ;B1B?42)< 8ui!n r!(&i>ó un !#tudio #o6r! &( di#tri6ución d! &( ri8u!>(7 !n !& cu(& d!#cu6rió 8u! &( *inor'( d! &( "o6&(ción "o#!'( &( *($or "(rt! d! &( ri8u!>( $ &( *($or'( d! &( "o6&(ción "o#!'( &( *!nor "(rt! d! &( ri8u!>(. E& Dr. ur(n ("&icó !#t! conc!"to ( &( c(&id(d7 o6t!nindo#! &o 8u! +o$ #! conoc! co*o &( r!9&( B2.
S!9@n !#t! conc!"to7 #i #! ti!n! un "ro6&!*( con *uc+(# c(u#(#7 "od!*o# d!cir 8u! !& 2Q d! &(# c(u#(# r!#u!&,!n !& B Q d!& "ro6&!*( $ !& B Q d! &(# c(u#(# #o&o r!#u!&,!n !& 2 Q d!& "ro6&!*(. E#t5 6(#(d( !n !& conocido "rinci"io d! P(r!to7 !#t( !# un( +!rr(*i!nt( 8u! !# "o#i6&! "o#i6&! id!nti%ic(r id!nti%ic(r &o "oco ,it(& d!ntro d! &o *uc+o 8u! "odr'( #!r tri,i(&7 !/!*"&o: !/!*"&o: &( #i9ui!nt! %i9ur( *u!#tr( !& n@*!ro d! d!%!cto# !n !& "roducto *(nu%(ctur(do7 c&(#i%ic(do d! (cu!rdo ( &o# ti"o# d! d!%!cto# +ori>ont(&!#. Proc!di*i!nto# "(r( !&(6or(r !& di(9r(*( d! P(r!to: .
D!cidir !& !& "r "ro6&!*( ( (n(&i>(r.
2.
Di#! Di#!(r (r un( un( t(6 t(6&( &( "(r "(r( ( cont cont!o !o o ,!ri ,!ri%i%ic(c c(ció ión n d! d(to d(to#7 #7 !n !& !& 8u! 8u! #! r!9i r!9i#t #tr!n r!n
&o# tot(&!#. ).
R!co R!co9! 9!rr &o# &o# d(to d(to## $ !%! !%!ct ctu( u(rr !& !& c5&c c5&cu& u&o o d! tot( tot(&! &!#. #.
1.
E&(6o &(6or( r(rr un( un( t(6& t(6&( ( d! d(t d(to# "(r "(r( ( !& di(9 di(9r( r(*( *( d! d! P(r! P(r!tto con con &( &i#t &i#t( ( d!
't!*#7 &o# tot(&!# indi,idu(&!#7 &o# tot(&!# (cu*u&(do#7 &( co*"o#ición "orc!ntu(& $ &o# "orc!nt(/!# (cu*u&(do#. 3.
!r(r8 !r(r8ui ui>( >(rr &o# &o# 't! 't!*# *# "or ord! ord!n n d! c(nt c(ntid id(d (d &&! &&!n(n n(ndo do &( &( t(6 t(6&( &( r!# r!#"!c "!ctiti,( ,(..
-.
Di6u Di6u/( /(rr do# do# !/!# !/!# ,!rt ,!rtiic(&! c(&!## $ un un !/ !/! +or +ori> i>o ont(& nt(&..
0.
Con# Con#tr tru$ u$( ( un 9r5% 9r5%ic ico o d! 6(rr 6(rr(# (# !n !n 6(#! 6(#! ( &(# &(# c(n c(ntitid( d(d! d!## $ "orc! "orc!nt nt(/ (/!# !# d! d!
c(d( 't!*. B.
Di6u Di6u/! /! &( cur, cur,( ( (cu* (cu*u& u&(d (d(. (. P(r( P(r( &o &o cu(& cu(& #! *(rc( *(rc(n n &o# &o# ,(&or ,(&or!# !# (cu* (cu*u& u&(d (do# o#
!n &( "(rt! #u"!rior7 (& &(do d!r!c+o d! &o# int!r,(&o# d! c(d( 't!*7 $ %in(&*!nt! un( &o# "unto# con un( &'n!( continu(. 4.
E#cr E#cri6 i6ir ir cu( cu(&8 &8ui ui!r !r in% in%or or*( *(ci ción ón n!c n!c!# !#(r (ri( i( #o6 #o6r! r! !& !& di(9 di(9r( r(*( *(..
DIAGRAMA DE CAUSA EFECTO
Sir,! "(r( #o&,!nt(r "ro6&!*(# d! c(&id(d $ (ctu(&*!nt! !# (*"&i(*!nt! uti&i>(do (&r!d!dor d! todo !& *undo. Có*o d!6! #!r con#truido un di(9r(*( d! c(u#( !%!c !%!cto to Por Por !/!* !/!*"& "&o7 o7 t!n! t!n!*o *o## !& coci cocin( n(do do d! un (rro (rro>> !#"! !#"!ci ci(& (& d!& d!& cu(& cu(& con#id!r(r!*o# !& #(6or co*o #i !#to %u!r( un( c(r(ct!r'#tic( d! &( c(&id(d "(r( &o9r(r #u *!/or(.
En &( #i9ui!nt! %i9ur( t!n!*o# un !/!*"&o d! un di(9r(*( d! c(u#( !%!cto !&(6or(do cu(ndo un "ro6&!*( d! *58uin( !# d!6ido ( &(# "rinci"(&!# c(u#(# no*6r(d(# !n !#t! c(#o: G
M58uin(
G
o*6r!
G
Mtodo
G
M(t!ri(&
G
Y di#tri6ución d! un &(do d! &( co&u*n(.
LA ESTRATIFICACIÓN E# &o 8u! c&(#i%ic( &( in%or*(ción r!co"i&(d( #o6r! un( c(r(ct!r'#tic( d! c(&id(d. Tod( &( in%or*(ción d!6! #!r !#tr(ti%ic(d( d! (cu!rdo ( o"!r(dor!# indi,idu(&!# !n *58uin(# !#"!c'%ic(# $ (#' #uc!#i,(*!nt!7 con !& o6/!to d! (#!9ur(r#! d! &o# %(ctor!# (#u*ido# U#t!d o6#!r,(r( 8u! d!#"u# d! (&9@n ti!*"o &(# "i!dr(#7 (r!n(7 &odo $ (9u( "u!d! #!"(r(#!7 !n otr(# "(&(6r(#7 &o 8u! +( #uc!dido !# un( !#tr(ti%ic(ción d! &o# *(t!ri(&!#7 !#t! "rinci"io #! uti&i>( !n *(nu%(ctur!r(. Lo# crit!rio# !%!cti,o# "(r( &( !#tr(ti%ic(ción #on: G
Ti"o d! d!%!cto
G
C(u#( $ !%!cto
G
Loc(&i>(ción d!& !%!cto
G
M(t!ri(&7 "roducto7 %!c+( d! "roducción7 9ru"o d! tr(6(/o7 o"!r(dor7
indi,idu(&7 "ro,!!dor7 &ot! !tc.
DIAGRAMA DE DISPERSIÓN E# &o# &o# !#tu !#tudi dio# o# d! do# do# ,(ri ,(ri(6 (6&! &!#7 #7 t(&! t(&!## co*o co*o &( ,!&o ,!&oci cid( d(d d d!& d!& "ió "ión n $ &(# &(# di*!n#ion!# d! un( "(rt! o &( conc!ntr(ción $ &( 9r(,!d(d !#"!c'%ic(7 ( !#to #! &! &&(*( di(9r(*( d! di#"!r#ión. E#t(# do# ,(ri(6&!# #! "u!d!n !*6(rc(r#! (#': G
Un( Un( c(r c(r(c (ctt!r' !r'#tic #tic( ( d! d! c(& c(&id id(d (d $ un un %(c %(cttor 8u! 8u! &( &( (% (%!ct !ct(7
G
Do# c( c(r(ct (ct!r'# r'#tic(# c(# d! d! c(& c(&iid(d r! r!&(cion(d(#7 (#7 o
G
Do# Do# %(c %(cto tor! r!## r!& r!&(c (cio ion( n(do do## con con un( un( #o& #o&( ( c(r c(r(c (ct! t!r' r'#t #tic ic( ( d! d! c(& c(&id id(d (d..
GR!FICAS DE DISPERSIÓN S! uti&i>(n "(r( !#tudi(r &( ,(ri(ción d! un "roc!#o $ d!t!r*in(r ( 8u o6!d!c! !#t( ,(ri(ción. Un 9r5% 9r5%ic ico o d! cont contro ro&& !# un( un( 9r5% 9r5%ic ic( ( &in! &in!(& (& !n &( 8u! 8u! #! +(n +(n d!t! d!t!r* r*in in(d (do o !#t(d'#tic(*!nt! un &'*it! #u"!rior ;&'*it! d! contro& #u"!rior< $ un &'*it! in%!rior ;&'*it! in%!rior d! contro&< ( (*6o# &(do# d! &( *!di( o &'n!( c!ntr(&. L( &'n!( c!ntr(& r!%&!/( !& "roducto d!& "roc!#o. Lo# &'*it!# d! contro& "ro,!!n #!(&!# !#t(d'#tic(# "(r( 8u! &( (d*ini#tr(ción (ct@!7 indic(ndo &( #!"(r(ción !ntr! &( ,(ri(ción co*@n $ &( ,(ri(ción !#"!ci(&. E#to# 9r5%ico# #on *u$ @ti&!# "(r( !#tudi(r &(# "ro"i!d(d!# d! &o# "roducto#7 &o# %(ctor!# ,(ri(6&!# d!& "roc!#o7 &o# co#to#7 &o# !rror!# $ otro# d(to# (d*ini#tr(ti,o#. Un 9r5%ico d! Contro& *u!#tr(: .
Si un "roc!# c!#o !#t5 6(/o cont ontro& ro& o no
2.
Indi Indic( c( r!#u r!#u&t&t(d (do# o# 8u! 8u! r!8u r!8ui! i!r! r!n n un( un( !="& !="&ic ic(c (ció ión n
).
D!%i D!%in! n! &o# &o# &'* &'*itit!# !# d! d! c("(c c("(cid id(d (d d!& d!& #i# #i#t! t!*( *(77 &o# &o# cu(& cu(&!# !# "r! "r!,i ,i( ( co*" co*"(r (r(c (ció ión n
con &o# d! !#"!ci%ic(ción "u!d!n d!t!r*in(r &o# "ró=i*o# "(#o# !n un "roc!#o d! *!/or(. E#t! "u!d! #!r d! &'n!( 8u!6r(d( o d! c'rcu&o. L( &'n!( 8u!6r(d( !# ( *!nudo u#(d( "(r( indic(r c(*6io# din5*ico#. din5*ico#. L( &'n!( 8u!6r(d( 8u!6r(d( !# &( 9r5%ic( d! contro& contro& 8u! "ro,!! in%or*(ción d!& !#t(do d! un "roc!#o $ !n !&&( #! indic( #i !& "roc!#o #! !#t(6& !#t(6&!c !c! ! o no. no. E/!* E/!*"& "&o o d! un( un( 9r5% 9r5%ic ic( ( d! cont contro ro&7&7 dond! dond! &(# &(# *!di *!did(# d(# "&(nt!(d(# ,!r#u# ti!*"o. En !&&( #! (c&(r( co*o &(# *!did(# !#t5n r!&(cion(d(# ( &o# &'*it!# d! contro& #u"!rior ! in%!rior d!& "roc!#o7 &o# "unto# (%u!r( d! &o# &'*it!# d! contro& *u!#tr(n 8u! !& contro& !#t( %u!r( d! contro&. Todo# &o# contro&!# d! c(&id(d r!8ui!r!n un ci!rto #!ntido d! /uicio $ (ccion!# "ro"i(# 6(#(d(# !n in%or*(ción r!co"i&(d( !n !& &u9(r d! tr(6(/o. L( c(&id(d no "u!d! (&c(n>(r#! @nic(*!nt! ( tr(,# d! c(&cu&(r d!#(rro&&(do !n !& !#critorio7
"!ro #i ( tr(,# d! (cti,id(d!# r!(&i>(d(# !n &( "&(nt( $ 6(#(d(# d!#d! &u!9o !n c5&cu&o# d! !#critorio. E& contro& d! c(&id(d o 9(r(nt'( 9(r(nt'( d! c(&id(d c(&id(d #! inició inició con &( id!( d! +(c!r +inc("i +inc("i !n &( in#"!cción. N!c!#id(d d! &( "(rtici"(ción tot(& P(r( ("&ic(r d!#d! !& co*i!n>o &( 9(r(nt'( d! c(&id(d !n &( !t("( d! d!#(rro&&o d! un "roducto nu!,o7 #!r5 "r!ci#o 8u! tod(# &(# di,i#ion!# d! &( !*"r!#( $ todo# #u# !*"&!(do# "(rtici"!n !n !& contro& d! c(&id(d. Cu(ndo !& contro& d! c(&id(d #ó&o +(c! +inc("i !n &( in#"!cción7 @nic(*!nt! int!r,i!n! un( di,i#ión7 6i!n #!( &( di,i#ión d! in#"!cción o &( di,i#ión d! contro& d! c(&id(d7 $ #t( #! &i*it( ( ,!ri%ic(r !n &( "u!rt( d! #(&id( "(r( i*"!dir 8u! #(&9(n "roducto# d!%!ctuo#o#. Sin !*6(r9o7 !& "ro9r(*( d! contro& d! c(&id(d +(c! +inc("i !n !& "roc!#o d! %(6ric(ción7 &( "(rtici"(ción #! +(c! !=t!n#i,( ( &(# &'n!(# d! !n#(*6&(/!7 ( &o# #u6contr(ti#t(# $ ( &(# di,i#ion!# d! co*"r(#7 in9!ni!r'( in9!ni!r'( d! "roducto# "roducto# $ *!rc(d!o. En un( ("&ic(ción *5# (,(n>(d( d!& contro& contro& d! c(&id(d7 8u! ,i!n! ( #!r &( t!rc!r( %(#!7 todo &o (nt!rior #! to*( in#u%ici!nt!. L( "(rtici"(ción $( ti!n! 8u! #!r ( !#c(&( d! tod( &( !*"r!#(. E#to #i9ni%ic( 8u! 8ui!n!# int!r,i!n!n !n "&(ni%ic(ción7 di#!o ! in,!#ti9(ción d! nu!,o# "roducto#7 (#' co*o 8ui!n!# !#t5n !n &( di,i#ión d! %(6ric(ción $ !n &(# di,i#ion!# d! cont(6i&id(d7 "!r#on(& $ r!&(cion!# &(6or(&!#7 ti!n!n 8u! "(rtici"(r #in !=c!"ción. L( 9(r(nt'( d! c(&id(d ti!n! 8u! &&!9(r ( !#t( t!rc!r( %(#! d! d!#(rro&&o7 8u! !# &( ("&ic(ción d! &( 9(r(nt'( d! c(&id(d d!#d! &(# "ri*!r(# !t("(# d! d!#(rro&&o d! un "roducto. A& *i#*o ti!*"o7 !& contro& d! c(&id(d +( (co9ido !& conc!"to d! &( "(rt "(rtic ici" i"(c (ció ión n tot( tot(&& "or "or "(rt "(rt! ! d! tod( tod(## &(# &(# di,i di,i#i #ion on!# !# $ #u# #u# !*"& !*"&!( !(do do#. #. L( con,!r9!nci( d! !#t(# do# t!nd!nci(# +( d(do ori9!n (& contro& d! c(&id(d !n tod( &( !*"r!#(7 &( c(r(ct!r'#tic( *5# i*"ort(nt! d!& Contro& d! C(&id(d /("on# +o$. En &( %(6ric(ción d! "roducto# d! (&t( c(&id(d con 9(r(nt'( "&!n( d! c(&id(d7 no +($ 8u! 8u! o&,id o&,id(r (r !& "("!& "("!& d! &o# &o# tr(6 tr(6(/ (/(d (dor or!#. !#. Lo# Lo# tr(6 tr(6(/ (/(d (dor! or!## #on #on &o# &o# 8u! "roduc!n7 "roduc!n7 $ #i !&&o# $ #u# #u"!r,i#or!# #u"!r,i#or!# no &o +(c!n 6i!n7 !& Contro& d! C(&id(d no "odr5 "ro9r!#(r. . L( #(ti#%(cción d! un tr(6(/o 6i!n +!c+o con c(&id(d. E#to inc&u$! &o #i9ui!nt!:
G
E& 9o>o 9o>o d! co*" co*"&&!t(r !t(r un "ro$ "ro$!c !cto to o (&c (&c(n>( (n>(rr un( un( *!t *!t(
G
E& 9o>o 9o>o d! !#c( !#c(&( &(rr un( un( *ont *ont( (( ( #i* #i*"& "&!* !*!n !nt! t! "or8 "or8u! u! !#t5 !#t5 (&&' (&&'..
S! #u9i!r! 8u! #! !#t(6&!>c(n %(6ric(nt!# !#"!ci(&i>(do# !n #u# "ro"io# c(*"o#7 (& *!no# !n c(d( "ro,inci(. D! &o contr(rio no "odr!*o# *!/or(r &( c(&id(d ni (u*!nt(r &( "roducti,id(d. T(*6in T(*6in !=i#t! !& di(9r(*! d! %&u/o. Lo# di(9r(*(# d! %&u/o ($ud(n (: G !nt!nd!r &(# %uncion!# !n !& "roc!#o G S! !="!ri*!nt( #!n#(ción d! "ro"i!d(d d!& "roc!#o G id!nti%ic(r &u9(r!# dond! !# n!c!#(rio to*(r indic(dor!# r!&(cion(do# con &( c(&id(d.
2." M#TODOS DE CONTROL ESTADÍSTICO ESTADÍSTICO DE PROCESOS. L( !#t(d'#tic( !# un( ci!nci( con 6(#! *(t!*5tic( r!%!r!nt! ( &( r!co&!cción7 (n5&i#i# ! int!r"r!t(ción d! d(to#7 8u! 6u#c( !="&ic(r condicion!# r!9u&(r!# !n %!nó*!no# d! ti"o (&!(torio. ti"o (&!(torio. E# tr(n#,!r#(& ( un( (*"&i( ,(ri!d(d d! di#ci"&in(#7 d!#d! &( %'#ic( +(#t( &(# ci!nci(# #oci(&!#7 d!#d! #oci(&!#7 d!#d! &(# ci!nci(# &(# ci!nci(# d! &( #(&ud +(#t( !& !& contro& d! c(&id(d. S! c(&id(d. S! u#( "(r( &( to*( d! d!ci#ion!# !n 5r!(# d! n!9ocio# o in#titucion!# 9u6!rn(*!nt(&!#. L( !#t(d'#tic( #! di,id! !n do# !&!*!nto#:
L$ %&'$() %&'$()&'*+$ &'*+$ (%&+,* (%&+,*'*$ '*$7 8u! #! d!dic( ( &o# *todo# d! r!co&!cción7 d!#cri"ción7 ,i#u(&i>(ción $ r!#u*!n d! d(to# ori9in(do# ( "(rtir d! &o# %!nó*!no# !n !#tudio. Lo# d(to# "u!d!n #!r r!#u*ido# nu*ric( o 9r5%ic(*!nt!. E/!*"&o# 65#ico# d! "(r5*!tro# d! "(r5*!tro# !#t(d'#tico# #on: &( *!di( &( *!di( $ &( d!#,i(ción !#t5nd(r. A&9uno# !#t5nd(r. A&9uno# !/!*"&o# 9r5%ico# #on: +i#to9r(*(7 "ir5*id! "o6&(cion(& !tc. L$ %&'$()&'*+$ */0%,%/+*$7 8u! #! d!dic( ( &( 9!n!r(ción d! &o# *od!&o#7 in%!r!nci(# $ "r!diccion!# (#oci(d(# ( &o# %!nó*!no# !n cu!#tión t!ni!ndo !n cu!nt( &( (&!(tori!d(d &( (&!(tori!d(d d! &(# o6#!r,(cion!#. S! u#( "(r( *od!&(r "(r( *od!&(r "(tron!# !n &o# d(to# $ !=tr(!r in%!r!nci(# (c!rc( d! &( "o6&(ción &( "o6&(ción 6(/o !#tudio. E#t(# in%!r!nci(# "u!d!n to*(r &( %or*( d! r!#"u!#t(# ( "r!9unt(# #ino ;"ru!6( d! +i"ót!#i#<77 !#ti*(cion!# d! c(r(ct!r'#tic(# nu*ric(# ;!#ti*(ción< +i"ót!#i#< ;!#ti*(ción<77 "ronó#tico# d! %utur(# o6#!r,(cion!#7 d!#cri"cion!# d! (#oci(ción ;corr!&(ción< ;corr!&(ción< o o *od!&(*i!nto d! r!&(cion!# !ntr! ,(ri(6&!# ;(n5&i#i# d! r!9r!#ión<. r!9r!#ión<.
E&'(*3& %4%,*5%/'$%& 6 37&%,$+*3/$%& Un o6/!ti,o co*@n "(r( un "ro$!cto d! in,!#ti9(ción !#t(d'#tic( !# in,!#ti9(r &( c(u#(&id(d7 $ !n "(rticu&(r !=tr(!r un( conc&u#ión !n !& !%!cto 8u! (&9uno# c(*6io# !n &o# ,(&or!# d! "r!dictor!# o ,(ri(6&!# o ,(ri(6&!# ind!"!ndi!nt!# ti!n!n #o6r! un( r!#"u!#t( o ,(ri(6&!# o ,(ri(6&!# d!"!ndi!nt!#. ($ d!"!ndi!nt!#. ($ do# 9r(nd!# ti"o# d! !#tudio# !#t(d'#tico# "(r( !#tudi(r c(u#(&id(d: !#tudio# !="!ri*!nt(&!# $ o6#!r,(cion(&!#. En (*6o# ti"o# d! !#tudio#7 !& !%!cto d! &(# di%!r!nci(# d! un( ,(ri(6&! ind!"!ndi!nt! ;o ,(ri(6&!#< !n !& co*"ort(*i!nto d! un( ,(ri(6&! d!"!ndi!nt! !# o6#!r,(do. L( di%!r!nci( !ntr! &o# do# ti"o# !# &( %or*( !n 8u! !& !#tudio !# conducido. C(d( uno d! !&&o# "u!d! #!r *u$ !%!cti,o. Un !#tudio !="!ri*!nt(& i*"&ic( to*(r *!dicion!# d!& #i#t!*( 6(/o !#tudio7 *(ni"u&(r !& #i#t!*( $ &u!9o to*(r *!dicion!# (dicion(&!# u#(ndo !& *i#*o "roc!di*i!nto "(r( d!t!r*in(r #i &( *(ni"u&(ción +( *odi%ic(do &o# ,(&or!# d! &(#
*!dicion!#. En contr(#t!7 un !#tudio o6#!r,(cion(& no n!c!#it( *(ni"u&(ción !="!ri*!nt(&. Por !& contr(rio7 &o# d(to# #on r!co9ido# $ &(# corr!&(cion!# !ntr! "r!dictor!# $ &( r!#"u!#t( #on in,!#ti9(d(#. Un !/!*"&o d! un !#tudio !="!ri*!nt(& !# !& %(*o#o !="!ri*!nto d! (t+orn! !& cu(& "r!t!nd'( "ro6(r c(*6io# !n !& (*6i!nt! d! tr(6(/o !n &( "&(nt( (t+orn! d! &( V!#t!rn E&!ctric Co*"(n$. Co*"(n $. Lo# in,!#ti9(dor!# !#t(6(n int!r!#(do# !n #i (& incr!*!nt(r &( i&u*in(ción !n un (*6i!nt! d! tr(6(/o7 &( "roducción d! &o# tr(6(/(dor!# (u*!nt(6(. Lo# in,!#ti9(dor!# "ri*!ro *idi!ron &( "roducti,id(d d! &( "&(nt( $ &u!9o *odi%ic(ron &( i&u*in(ción !n un 5r!( d! &( "&(nt( "(r( ,!r #i c(*6io# !n &( i&u*in(ción (%!ct(r'(n &( "roducti,id(d. L( "roducti,id(d *!/oró 6(/o tod(# &(# condicion!# !="!ri*!nt(&!#. Sin !*6(r9o7 !& !#tudio %u! *u$ critic(do "or !rror!# !n &o# "roc!di*i!nto# !="!ri*!nt(&!#7 !#"!c'%ic(*!nt! &( %(&t( d! un 9ru"o un 9ru"o contro& $ #!9ui*i!nto. Un !/!*"&o d! un !#tudio o6#!r,(cion(& !# un !#tudio 8u! !="&or( &( corr!&(ción !ntr! %u*(r $ !& c5nc!r d! "u&*ón. E#t! ti"o d! !#tudio nor*(&*!nt! u#( un( !ncu!#t( "(r( r!co9!r o6#!r,(cion!# (c!rc( d!& 5r!( d! int!r# $ &u!9o "roduc! un (n5&i#i# !#t(d'#tico. En !#t! c(#o7 &o# in,!#ti9(dor!# r!co9!r'(n o6#!r,(cion!# d! %u*(dor!# $ no %u*(dor!# $ &u!9o *ir(r'(n &o# c(#o# d! c5nc!r d! "u&*ón !n (*6o# 9ru"o#.
LOS PASOS B!SICOS PARA UN E8PERIMENTO SON:
P$/%$5 *%/'3 %&'$()&'*+3 P$/%$5*%/'3 %&'$ ()&'*+3 (% $ */%&'*9$+* */%& '*9$+*/ /7 &o cu(& inc&u$! !ncontr(r %u!nt!# d! in%or*(ción7 #!&!cción d! *(t!ri(& di#"oni6&! !n !& 5r!( $ con#id!r(cion!# tic(# "(r( &( in,!#ti9(ción $ !& *todo "ro"u!#to. S! "&(nt!( un "ro6&!*( d! !#tudio7 Di#!(r !& !="!ri*!nto conc!ntr5ndo#! !n !& *od!&o $ &( int!r(cción !ntr! ,(ri(6&!# ind!"!ndi!nt!# $ d!"!ndi!nt!#. S! r!(&i>( un *u!#tr!o un *u!#tr!o con#i#t!nt! !n &( r!co&!cción d! d(to# r!%!r!nt!# (& %!nó*!no o ,(ri(6&! 8u! d!#!(*o# !#tudi(r. S! "ro"on! un *od!&o d! "ro6(6i&id(d7 d! "ro6(6i&id(d7 cu$o# cu$o# "(r5*!tro# #! !#ti*(n *!di(nt! !#t(d'#tico# *!di(nt! !#t(d'#tico# ( "(rtir d! &o# d(to# d! *u!#tr!o. Sin !*6(r9o7 #! *(nti!n! &o 8u! #! d!no*in(n W+i"ót!#i# #o#t!nid(#X ;8u! no #on #o*!tid(# ( co*"ro6(ción<. S! ,(&id( !& *od!&o co*"(r5ndo&o con &o 8u! #uc!d! !n &( r!(&id(d. S! uti&i>( *todo# !#t(d'#tico# conocido# co*o t!#t d! +i"ót!#i# o "ru!6( d! #i9ni%ic(ción. S! "roduc!n !#t(d'#tic(# d!#cri"ti,(#. In%!r!nci( !#t(d'#tic(. S! !#t(d'#tic(. S! &&!9( ( un con#!n#o (c!rc( d! 8u dic!n &(# o6#!r,(cion!# (c!rc( d!& *undo 8u! o6#!r,(*o#. S! uti&i>( !& *od!&o ,(&id(do "(r( to*(r d!ci#ion!# o "r!d!cir (cont!ci*i!nto# %uturo#. S! "roduc! un r!"ort! %in(& con &o# r!#u&t(do# d!& !#tudio.
NIVELES DE MEDICIÓN
E#c(&( no*in(&:
Uti&i>( &o# n@*!ro# "(r( id!nti%ic(r 8u! un d(to "!rt!n!c! ( un 9ru"o o ( un( c(t!9or'(. E# (8u!&&( !#c(&( 8u! no "r!#!nt( un ord!n o di*!n#ión "(rticu&(r7 #on o6#!r,(cion!# 8u! "u!d!n c&(#i%ic(r#! o cont(r#!. En !& (n5&i#i# d! d(to# r!#u&t( *5# #!nci&&o (#i9n(r ( ci!rto# (tri6uto# !ti8u!t(#F nu*ric(# !n &u9(r d! uti&i>(r d(to# co*"&!/o#. Por !&&o "od!*o# uti&i>(r un F "(r( d!#i9n(r ( &(# *u/!r!# $ un 2F "(r( d!#i9n(r ( &o# +o*6r!#7 #in 8u! nin9uno d! &o# n@*!ro# r!"r!#!nt! *5# o *!no#7 #o&(*!nt! con !& o6/!ti,o d! di#tin9uir $ or9(ni>(r d(to#. En !#t( !#c(&( c(d( "!r#on( u o6/!to d!6! "!rt!n!c!r ( un( $ #o&(*!nt! un( d! &(# c(t!9or'(# 8u! ti!n!n $ !& con/unto d! !#t(# c(t!9or'(# d!6! #!r !=+(u#ti,o !# d!cir7 ti!n! 8u! cont!n!r ( todo# &o# c(#o# "o#i6&!#.
E#c(&( ordin(&:
En !#t( !#c(&( &o# n@*!ro# r!"r!#!nt(n un( c&(#i%ic(ción ;*($or 8u! o *!nor 8u!<7 #in 8u! r!"r!#!nt! un( unid(d d! *!did(7 8u!d(ndo i*"&'cito 8u! un n@*!ro d! *($or c(ntid(d ti!n! *5# (&to 9r(do d! (tri6uto *!dido !n co*"(r(ción d! un n@*!ro *!nor. S! !#t(6&!c! un( 9r(d(ción u ord!n n(tur(& "(r( &(# c(t!9or'(#7 c(d( uno d! &o# d(to# "u!d! &oc(&i>(r#! d!ntro d! (&9un( d! &(# c(t!9or'(# di#"oni6&!#.
E#c(&( d! int!r,(&o:
En !#t( !#c(&( (d!*5# d!& *($or 8u!F $ !& *!nor 8u!F t(*6in #! !#t(6&!c! un( unid(d d! *!did( 8u! no# "!r*it! "r!ci#(r cu(nto #! !# *($or o *!nor. L( unid(d d! *!dición !# (r6itr(ri(7 !& c!ro !# con,!ncion(& $ "u!d!n !=i#tir c(ntid(d!# n!9(ti,(# &( *!dición d! &( t!*"!r(tur( $ d!& co!%ici!nt! int!&!ctu(& #on !/!*"&o# d! !#t! ti"o d! !#c(&(. En !#t( !#c(&( #! "u!d!n +(c!r co*"(r(cion!# "or *!dio d! di%!r!nci(# o d! #u*(#7 #in !*6(r9o no #! (d*it!n co*"(r(cion!# "or *!dio d! *u&ti"&ic(cion!#7 di,i#ion!# o "orc!nt(/!# "u!# c(r!c!n d! #!ntido.
E#c(&( d! r(>ón:
Si*i&(r ( &( !#c(&( d! int!r,(&o7 "!ro ti!n! un c!ro (6#o&uto $ "or !&&o &o# *@&ti"&o# d! &o# ,(&or!# d! &( !#c(&( #!r5n #i9ni%ic(ti,o# !& ni,!& d! ,oto# !n un( !&!cción #!r'( un 6u!n !/!*"&o d! un( !#c(&( d! *!dición d! r(>ón.
2.; MUESTREO DE ACEPTACIÓN. E#t5 r!&(cion(do con &( in#"!cción $ "ru!6( d!& "roducto7 dond! #! #!&!ccion( ! in#"!ccion( un( *u!#tr( (&!(tori( d! un &ot! *($or7 r!#u&t(ndo !n un( (c!"t(ción o r!c+(>o d! !#! &ot! *($or7 !#to ocurr! !n &( r!c!"ción d! *(t!ri(# "ri*(# $ co*"on!nt!# $ !n !& "roducto t!r*in(do. Ti!n! &(# #i9ui!nt!# ,!nt(/(#:
E& co#to d! !,(&u(ción !# *!nor 8u! con &( in#"!cción (& Q S! "u!d! ("&ic(r *5# %5ci&*!nt! cu(ndo #! tr(t( d! r!(&i>(r "ru!6(# d!#tructi,(#. S! "u!d! ("&ic(r "r!#ión #o6r! &( c(&id(d d! &o# &ot!# d! "ro,!!dor!# $( 8u! con un( "!8u!( *u!#tr( "u!d! #!r r!c+(>(do !& tot(& d! #u &ot!.
Entr! #u# d!#,!nt(/(# #! !ncu!ntr(n:
S! "u!d!n co*!t!r !rror!# (& (c!"t(r &ot!# d!%!cti,o#7 d(d( &( "ro6(6i&id(d %init( d! !ncontr(r "roducto# d!%!cti,o# !n &( *u!#tr(. Si &o# &ot!# no #on uni%or*!#7 !& *u!#tr!o no !# un( tcnic( con%i(6&!. No #! 9(r(nti>( 8u! &o# &ot!# (c!"t(do# !#tn &i6r!# d! d!%!cti,o#.
A continu(ción continu(ción #! *u!#tr(n di%!r!nt!# !#8u!*(# d! &( ("&ic(ción d!& *todo. (< INSPECCIÓN EN LINEA
ENIO INSPECCION
PROCESO
CLIENTE
6< INSPECCION DE RECIO ENIO PROCESO
c< IN INSPECCION RECTIICADORA
INSPECCION
CLIENTE
ACEPTAR ENIO CLIENTE
PROCESO
INSPECCION
RECAO SCRAP
RETRABAJO
DISPOSICIÓN DE LOTES i9. (ri(cion!# (ri(cion!# d!& *u!#tr!o d! (c!"t(ción E& *u!# *u!#tr tr!o !o d! (c!" (c!"t( t(ci ción ón ti!n ti!nd! d! ( r!%o r!%or> r>(r (r !& ("!9 ("!9o o o conc concor ord( d(nc nci( i( ( !#"!ci%ic(cion!# "!ro no ti!n! un !%!cto d! r!tro(&i*!nt(ción !n !& "roc!#o d! "roducción o di#!o 8u! *!/or!n &( c(&id(d. En !& tr(n#cur#o d!& ti!*"o7 &(# tr!# tcnic(# !#t(d'#tic(# (nt!rior!# +(n t!nido &( !,o&ución #i9ui!nt!:
i9. E,o&ución d! &( ("&ic(ción d! *todo# !#t(d'#tico#
Q
MUESTREO DE ACEPTACION
CONTROL DE
Q
PROCESO
Ti!*"o
2.< ADMI ADMINIST NISTRACI RACIÓN ÓN POR CALIDAD CALID AD TOTAL P(r( 8u! #!(n !%!cti,(# &(# +!rr(*i!nt(# !#t(d'#tic(#7 #u ("&ic(ción d!6! #!r "(rt! d! un "ro9r(*( *($or d! C(&id(d Tot(& Tot(& ;Tot(& ;Tot(& Zu!&it! M(n(9!*!nt !n EUA7 Co*"(n$ Vid! Zu(&it$ Contro& !n ("ón7 S!i# Si9*( d! Motoro&(7 Mod!&o d! Dir!cción "or C(&id(d d! M=ico ;PNC<7 M(&co&* (&dri9! d! EUA7 ZS 47 DA -. V7 ISO 4:27 !tc.<7 dond! &( (&t( dir!cción &&!,! !& &id!r(>9o "or &( c(&id(d7 no %uncion(r5n co*o !&!*!nto# (i#&(do#. L( %i&o#o%'( d! D!*in9 $ ur(n i*"&ic( 8u! &( r!#"on#(6i&id(d "or &( c(&id(d #! !="(nd! ( tod( &( or9(ni>(ción7 #in !*6(r9o "(r( no c(!r !n !& !rror d! 8u! &( r!#"on#(6i&id(d d! todo# !# &( d! n(di!F7 &( c(&id(d d!6! "&(n!(r#!.
D!*in9 i*"u&#o !& u#o d!& CEP $ &o# *todo# !#t(d'#tico# !n ("ón "(r( &( r!ducción d! &( ,(ri(6i&id(d $ *!/or( continu( d! c(&id(d7 con #u# 1 r!co*!nd(cion!# ( &( dir!cción. COSTOS DE CALIDAD Son co#to# (#oci(do# con "roducir7 id!nti%ic(r7 !,it(r o r!"(r(r "roducto# 8u! no cu*"&(n !#"!ci%ic(cion!#. Nor*(&*!nt! #! c&(#i%ic(n !n cu(tro c(t!9or'(#: Pr!,!nción7 A"r!ci(ción7 (&&( int!rn( $ (&&( !=t!rn(7 (&9uno# d! &o# !&!*!nto# 8u! inc&u$!n #on &o# #i9ui!nt!#: Co#to# d! "r!,!nción
Co#to# d! %(&&( int!rn(
P&(n!(ción ! In9!ni!r'( d! c(&id(d
Scr(" o d!#"!rdicio
R!,i#ión d! nu!,o# "roducto#
R!tr(6(/o#
Di#!o d! "roducto# $ "roc!#o#
R!?in#"!cción
Contro& d! "roc!#o
An5&i#i# d! %(&&(
Entr!n(*i!nto
In!%ici!nci(#
Co&!cción $ (n5&i#i# d! d(to# d! c(&id(d
D!#cu!nto#
Co#to# d! ("r!ci(ción
Co#to# d! %(&&( !=t!rn(
In#"!cción $ "ru!6( !n r!ci6o
At!nción d! 8u!/(#
In#"!cción $ "ru!6( d! "roducto#
Producto r!9r!#(do
M(t!ri(&!# u#(do# !n "ru!6(# M(nt!ni*i!nto d! !8ui"o d! "ru!6(
C(r9o# "or 9(r(nt'( Co#to# &!9(&!#
Co#to# d! "r!,!nción Son &o# co#to# (#oci(do# con &o# !#%u!r>o# d! di#!o $ *(nu%(ctur( !n%oc(do# ( &( "r!,!nción d! d!%!cto#7 d! t(& %or*( d! +(c!r 6i!n &(# co#(# ( &( "ri*!r( ,!>. Co#to# d! ("r!ci(ción
Son &o# co#to# (#oci(do# con &( *!dición7 !,(&u(ción7 o (uditor'( ( "roducto#7 co*"on!nt!# $ *(t!ri(&!# co*"r(do# "(r( (#!9ur(r #u con%or*(ción ( &o# !#t5nd(r!# !#t(6&!cido#. Co#to# d! %(&&( int!rn( Son &o# co#to# incurrido# cu(ndo &o# "roducto#7 co*"on!nt!# o *(t!ri(&!# $ #!r,icio# no cu*"&!n &o# r!8u!ri*i!nto# d! c(&id(d7 $ &o# d!%!cto# #on d!#cu6i!rto# (nt!# d! !*6(rc(r (& c&i!nt!. Co#to# d! %(&&( !=t!rn( Son &o# co#to# incurrido# cu(ndo !& d!#!*"!o d!& "roducto no !# !& (d!cu(do un( ,!> 8u! &o uti&i>( !& c&i!nt!.
CONCLUSIÓN En !#t( unid(d #! conoció &( (d*ini#tr(ción d! c(&id(d tot(& $ contro& !#t(d'#tico d! "roc!#o# 8u! con#i#t! !n *!/or(r &( !%ici!nci( int!rn( d! &( !*"r!#( "or *!dio d! &( c(&id(d !n !&(6or(ción d! #u# "roducto# "(r( 6u#c(r &( #(ti#%(cción d!& c&i!nt!7 !,(&u(ndo &o# "roducto# !n &( !t("( &&(*(d( "o#?co*"r( 7 !& cu(& con#i#t! !n ,!r #i !& 6i!n cu6r! &(# n!c!#id(d!# d!& con#u*idor "(r( "od!r &(n>(r&o (& *!rc(do $ tr(t(r tr(t(r d! "o#icion(r&o "o#icion(r&o !n !& *i#*o *i#*o $ (#' co*"!tir co*"!tir con !*"r!#(# 8u! o%r!c!n !& *i#*o "roducto o 6i!n #u#tituto. L( c(&id(d no #! c!ntr( @nic(*!nt! !n inno,(r !& "roducto #ino 8u! con#i#t! t(*6in !n t!n!r *oti,(do# (& "!r#on(& d! &( !*"r!#( indu#tri(&7 $( 8u! !# !& %(ctor *5# i*"ort(nt! !n un "roc!#o d! "roducción7 "or8u! #i !n d(do c(#o no !=i#t! un( (r*on'( int!rn( !ntr! tr(6(/(dor!#7 no "u!d! &&!,(r#! ( c(6o un tr(6(/o !n !8ui"o7 !#to 9!n!r( 8u! no #! cu*"&(n &o# o6/!ti,o# indi,idu(&!# d!& "!r#on(& $ !n con#!cu!nci( no #! cu*"&ir5n &o# d! &( !*"r!#(. Ant!# d! t!n!r un "roducto !&(6or(do &( !*"r!#( r!(&i>( un "roc!#o !n !& 8u! d!6! *(nt!n!r un( con#t(nt! dir!cción $ un 6u!n contro&7 ! in#"!ccion(r c(d( un( d! &(# %(#!# d!& "roc!#o "(r( "od!r t!n!r un "roducto d! c(&id(d. A& *o*!nto d! t!n!r un "roducto t!r*in(do $ #(c(r&o ( &( ,!nt( #! di#tri6u$! "or di%!r!nt!# *!dio#7 $ (& &&!9(r ( #u d!#tino7 nu!#tro# c&i!nt!# +(c!n un( in#"!cción "(r( ,i#u(&i>(r (& !#t(do d! &( *!rc(nc'(. C(&id(d tot(& d!& "roducto !# cu(ndo &! !ntr!9(# &o *!/or (& c&i!nt! t(nto !& "roducto co*o !& #!r,icio 8u! 6rind(n7 $( 8u! !# !& c&i!nt! 8ui!n !,(&@( &( c(&id(d tot(&.
CUESTINARIO 1.- =>? $/'%$ E(@$,( D%5*/9 +$/(3 &% &% 5%3,$ $ +$*($( +$*($( S! &o9r( 8u! &o# co#to# di#*inu$!n d!6ido ( *!no# r!"roc!#o#. ? M!nor n@*!ro d! !rror!#. ? M!no# d!*or( $ o6#t5cu&o#. ? M!/or uti&i>(ción d! &(# *(8uin(#7 d!& ti!*"o $ d! &o# *(t!ri(&!#.
2.- =E/ ? +3/&*&'% $ 0*3&30)$ (% ,$/ En &( "&(ni%ic(ción d! &( c(&id(d7 contro& d! c(&id(d. L( "&(ni%ic(ción d! &( c(&id(d con#i#t! !n d!#(rro&&(r &o# "roducto# $ "roc!#o# n!c!#(rio# "(r( #(ti#%(c!r &(# n!c!#id(d!# d! &o# c&i!nt!#.
.- =>? &*9/*0*+$ $ +35%'*'**($( Si9ni%ic( un 6!n!%icio #o#t!ni6&! "(r( #u n!9ocio. L( Co*"!titi,id(d !# !& r!#u&t(do d! un( *!/or( d! c(&id(d con#t(nt! $ d! inno,(ción.
".- =L$ +35%'*'**($( %&' ,%$+*3/$(3 $ Producti,id(d
;.- =>? %& % 5%&',%3 (% $+%'$+*/ E#t5 r!&(cion(do con &( in#"!cción $ "ru!6( d!& "roducto7 dond! #! #!&!ccion( ! in#"!ccion( un( *u!#tr( (&!(tori( d! un &ot! *($or7 r!#u&t(ndo !n un( (c!"t(ción o r!c+(>o d! !#! &ot! *($or7 !#to ocurr! !n &( r!c!"ción d! *(t!ri(# "ri*(# $ co*"on!nt!# $ !n !& "roducto t!r*in(do.
<.- =%/'$$ (% 5%&',%3 (% $+%'$+*/
-
E& co#to d! !,(&u(ción !# *!nor 8u! con &( in#"!cción (& Q
-
S! "u!d "u!d! ! ("&i ("&ic( c(rr *5# *5# %5ci %5ci&* &*!n !nt! t! cu(n cu(ndo do #! tr(t tr(t( ( d! r!(& r!(&i> i>(r (r "ru! "ru!6( 6(## d!#tructi,(#.
-
S! "u!d! ("&ic(r "r!#ión #o6r! &( c(&id(d d! &o# &ot!# d! "ro,!!dor!# $( 8u! con un( "!8u!( *u!#tr( "u!d! #!r r!c+(>(do !& tot(& d! #u &ot!.
.- =>? %& $ %&'$()&'*+$ L( !#t(d'#tic( !# un( ci!nci( con 6(#! *(t!*5tic( r!%!r!nt! ( &( r!co&!cción7 (n5&i#i# ! int!r"r!t(ción d! d(to#7 8u! 6u#c( !="&ic(r condicion!# r!9u&(r!# !n %!nó*!no# d! ti"o (&!(torio. ti"o (&!(torio.
.- =>? %& % +3&'3 (% +$*($( Son co#to# (#oci(do# con "roducir7 id!nti%ic(r7 !,it(r o r!"(r(r "roducto# 8u! no cu*"&(n !#"!ci%ic(cion!#.
.- =C?& &3/ $& +$',3 +$'%93,)$& (% +3&'3 (% +$*($( Pr!,!nción7 A"r!ci(ción7 (&&( int!rn( $ (&&( !=t!rn(
1.- M%/+*3/$ $& &*%'%& %,,$5*%/'$& 7&*+$& % $/ &*(3 $5*$5%/'% $(3'$($& %/ $& $+'**($(%& (% 5%3,$ (% $ C$*($( 6 '**$($& +353 &33,'% $,$ % $/*&*& 6 &3+*/ (% ,37%5$& 3%,$'*3& %/ 3& 5& (*&'*/'3& +3/'%4'3& (% /$ 3,9$/*$+*/
o/( d! co contro& ro& ;o ;o/( d! d! r! r!co9i o9id( d! d! d(t d(to o#<
2.
i#to9r(*(
).
Di(9r(*( d! P(r!to
1.
Di(9r(*( d! d! c( c(u#( !%!cto
3.
E#tr(ti%ic(ción
-.
Di(9r(*( d! Di#"!r#ión
0.
Jr5%ic( d! contro&
