Professional Documents
Culture Documents
Management
Rajiv Gupta
BITS Pilani
August 2014
Lecture 1
Session 1
Module 1
Introduction to Dr. Rajiv Gupta, faculty for MMZG 522
Introduction to the course and guidelines to the course
Module 2
Understanding Quality
Module 3
Total Quality Management
Module 4
Quality Gurus
Module 5
Summary
Session 1
Begin Module 1
Introduction to Dr. Rajiv Gupta, faculty for
MMZG 538
Introduction to the course and guidelines for
the course
Course Outline
We will cover the topics related to Total Quality
Management
Text book: Total Quality Management, 3rd ed. By
Dale Besterfield, et. al., 2011
Method of instruction: Taped lectures, live online recitation sessions. In addition there will be
additional taped material that will be available
Neither the text book, nor the lecture notes, nor
the lectures substitute for each other. You need
all three to learn about the subject.
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Session 1
End of module 1
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Session 1
Begin Module 2
Understanding Quality
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Quality
What is quality?
Who determines what is quality?
Who is responsible for quality?
How has quality evolved?
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Definition of Quality
Quality is the totality of features and
characteristics of a product or service that bear
on its ability to satisfy stated or implied needs
now and in the future. (From: ANSI/ASQC A31987 Quality Systems Terminology)
Quality = Customer Satisfaction and
Loyalty; Customer Focused.
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Definition of Quality
Quality= Q = P/E
Q = Performance/Expectations
Quality has two sides:
- Objective quality that can be measured
easily (by physical instruments).
- Subjective quality depends upon each
individuals perception. (Quality is a
subjective term for which each person
has his or her own definition).
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Definition of Quality
Manufactured product quality dimensions
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Definition
of Quality
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Understanding Customer
Needs
Anticipating Customer
Needs
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Session 1
End of module 2
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Session 1
Begin Module 3
Total Quality Management
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Total Involvement
Market research -- must discover quality needs of the users.
Product Development -- must create designs that are responsive to
their needs.
Manufacturing and Operations Planning -- must regulate these
processes capable of executing the product designs.
Purchasing -- must obtain adequate materials.
Inspection and test -- must prove the adequacy of the product
through simulated use.
Marketing -- must sell the product for the proper application.
Customer Service-- must observe the usage, remedy failures, and
report opportunities for improvement.
Administrative and Support Activities-- must meet the needs of their
customers, both internal and external.
Management -- must take leadership in quality activities.
Suppliers must provide the right part at the right time, quality and
cost
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TQM Framework
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Session 1
End of module 3
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Session 1
Begin Module 4
Quality Gurus
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Quality Gurus
Walter Shewhart
W.E. Deming
Joseph Juran
Philip Crosby
Feigenbaum
Ishikawa
Taguchi
Kano
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Walter Shewhart
Considered the father of Statistical Quality
Control and the Shewhart Cycle
The Shewhart Cycle evolved into the
current PDCA/PDSA cycle
Worked at Western Electric Co.
Dr. W. E. Deming learned about Statistical
Quality Control, the Control Chart and the
Shewhart Cycle from Walter Shewhart
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W.E. Deming
Taught the Japanese companies basics of
SQC and the importance of quality at the
end of World War II
Evolved the Shewhart Cycle into the
current PDSA/PDCA cycle
14 Points
System of profound knowledge
Predictable degree of uniformity
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Joseph Juran
Quality is fitness for use
Quality is defined by product features and
absence of deficiencies
Juran Trilogy
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Quality
Features
and
Freedom from
Deficiencies
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Juran Trilogy
Quality Planning
Quality Control
Quality Improvement
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Juran Trilogy
Quality Planning
Identify who are the customers.
Determine the needs of those customers.
Translate those needs into our language.
Develop a product that can respond to those
needs.
Optimise the product features so as to meet
our needs and customer needs.
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Juran Trilogy
Quality Control
Evaluate actual quality performance
Compare actual performance to quality
goals
Act on the difference
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Juran Trilogy
Quality Improvement
Establish the infrastructure needed to secure annual quality
improvement.
Identify the specific needs for improvement -the improvement
projects
For each project establish a project team with clear responsibility
for bringing the project to a successful conclusion
Provide the resource, motivation, and training needed by the
team to:
Diagnose the cause
Stimulate establishment of remedies
Establish controls to hold the gains
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Philip Crosby
The definition of quality is conformance to requirements
(requirements meaning both the product and the
customer's requirements)
The system of quality is prevention
The performance standard is zero defects (relative to
requirements)
The measurement of quality is the price of
nonconformance
Quality is free
Do It Right The First Time
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A.V. Feigenbaum
Total Quality Control
Includes both planning and control
Quality system to provide managerial
procedures to assure customer
satisfaction and an economical cost of
quality
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Kaoru Ishikawa
Use of quality tools to solve problems
Ishikawa diagram
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Genichi Taguchi
Quality is loss to society
Quality loss function
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Kano Model
Goal: Customer Satisfaction
Session 1
End of module 4
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Session 1
Begin Module 5
Summary
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Summary of Session 1
Quality is the responsibility of top management
but requires the involvement of everyone
Total Quality Management is a systems
approach to manage quality in an organization
Quality has evolved over the years to where the
focus today is on customers and not on the
manufacturers
Significant advances have been made in quality
in the twentieth century
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Session 1
End of module 5
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