Professional Documents
Culture Documents
1991 -
Significance of LPG – World
5
1991 LPG era …competition, car, Marketing concept,
customer is the God.
……………………….
6
Introduction to TQM cont…
Globalisation - Mindset change
South Indian Companies - TVS,
7
“COMPETITION CAUSES PERFORMANCE”
8
Benefits of Quality efforts
Benefits of Quality efforts
Increased Customer Satisfaction
More efficient processes
Higher productivity
Lower costs
defined quality
Quality, therefore is
Defined by the customers,
A measure of achievement of customer satisfaction
Safety, effective packaging,
On - time delivery,
Efficient technical service, caring for the customer’s feedback.
Keeping one’s word
Ensuring no defects, Utility to the society.
Excellence in everything.
Stakeholder Expectations
Management commitment
Customer Focus
Continuous Improvement
Employee Empowerment
Edwards Deming had
proposed fourteen principles
towards quality achievement.
These principles are summarized
as follows:
1. Create and Publish the Aims and Purposes of the Organization:
Long range goals, resource allocation for innovation,
R&D, training and continuous education for the employees.
Eliminate the need for mass inspection by building quality into the product.
Mass inspection is costly and unreliable.
Mass inspection is managing for failure and Defect prevention is managing for
success
To improve the process and reduce its cost, use of statistical techniques should
be adopted.
4. Stop Awarding Business Based on Price Alone:
End the practice of selecting the suppliers, based solely on
price.
Price is meaningless, without quality.
Minimize total cost by working with a single supplier, thereby
developing a long term ethical and economical relationship,
loyalty and trust with the suppliers.
When workers feel proud of their work, they will grow fully and successfully,
in their job and out of their job.
QM = QP + QA + QC + QI
Juran’s Q Planning..
Strategic Planning to functional planning
Quality Audit
Quality Cost
Quality Cost
Cost incurred by the firm because of producing poor
quality products.
Prevention Cost
Quality Planning & Inspection, New Products Review, Product
Process Design
Process Control, Quality training, TQM
Failure cost
Internal Failure Cost
External Failure cost.
Quality Cost cont..
Internal Failure Costs
Scrap, Rework, Retest, Failure Analysis
Down time, Yield Losses.
Types of Benchmarking:
a) Internal
b)Competitive
c) Functional or process
d)Generic benchmarking
Camp - 1989
Re-engineering
Reverse engineering
Examples:
Toyota, ITC, Amul, Arvind, Gillette, Intel, Fevicol,
Mumbai Dabbawallahs,
Sachet.
Tata Indica – “More car per car”
Benefits of Benchmarking:
No focus on customer