QUALITY

MANAGEMENT
WEEK8_MANMGT2
 OBJECTIVE

þ Appreciate the tools for total

quality management.
 TOTAL QUALI MANAGEMENT
Refers to a quality emphasis that Encompasses
entire organization, from supplier to customer
and Stresses a commitment by management to
have a continuing, companywide drive toward
excellence in all aspects of products and services
that are important to the customer
 Seven Concepts of TQM
1. Continuous improvement
2. Six Sigma
3. Employee empowerment
4. Benchmarking
5. Just-in-time (JIT)
6. Taguchi concepts
7. Knowledge of TQM tools

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1- Continuous Improvement

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PDCA Model for Continuous Improvement

1.Plan
4. Act Identify the
Implement improvement
the plan and make
a plan

3. Check 2. Do
Is the Test the
plan plan
working?

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2-Six Sigma

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Six Sigma Improvement Model

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 3- Employee Empowerment
þ Getting employees involved in product and process
improvements
þ 85% of quality problems are due to process and
material
þ Techniques
þ Build communication networks that include employees
þ Develop open, supportive supervisors
þ Move responsibility to employees
þ Build a high-morale organization
þ Create formal team structures

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 Quality Circles
þ Group of employees who meet regularly to
solve problems
þ Trained in planning, problem solving, and
statistical methods
þ Often led by a facilitator
þ Very effective when done properly

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4-Benchmarking

rn al
e i nte king
Us hmar ig
c b
ben ou’re h
if y n o u g
e

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Best Practices for Resolving Customer Complaints

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 5-Just-in-Time (JIT):
JIT systems are designed to produce or
deliver goods as they are needed
Relationship to quality:

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Just-in-Time (JIT)

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 Just-In-Time (JIT) Example

Work in process
inventory level
(hides problems)

Unreliable Capacity
Vendors Scrap
Imbalances

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 Just-In-Time (JIT) Example
Reducing inventory reveals
problems so they can be solved

Unreliable Capacity
Vendors Scrap
Imbalances

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 Taguchi Concepts
Most Quality problems are the result of poor product and process design

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 Tools of TQM

• To empower employees and implement

TQM as a continuing effort, everyone in the
organization must be trained in the
techniques of TQM.

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Tools of TQM

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CHECK SHEET
 SCATTER DIAGRAM
(b) Scatter Diagram: A graph of the value of one variable vs.
another variable

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CAUSE AND EFFECT DIAGRAM

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CAUSE AND EFFECT DIAGRAM
PARETO CHARTS

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PARETO CHARTS
FLOW CHARTS

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 FLOW CHARTS

Sealing Quick
Packing Storage Shipping
Weighing freeze
station (4 to 6 dock
Labeling storage
hrs)
(60 Mins)

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HISTOGRAM

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STATISTICAL PROCESS CONTROL CHART

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Statistical Process Control (SPC)

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 An SPC Chart

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INSPECTION

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When and Where to Inspect

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TQM In Services

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