Professional Documents
Culture Documents
MANAGEMENT
Definitions of Quality
QUALITY PERSPECTIVES
Everyone defines Quality based on their own
perspective of it. Typical responses about the definition
of quality would include:
Perfection
Consistency
Eliminating waste
Speed of delivery
Compliance with policies and procedures
Doing it right the first time
Delighting or pleasing customers
Total customer satisfaction and service
WHY QUALITY?
Reasons for quality becoming a cardinal priority for most
organizations:
Competition Todays market demand high quality products
at low cost. Having `high quality reputation is not enough!
Internal cost of maintaining the reputation should be less.
Changing customer The new customer is not only
commanding priority based on volume but is more
demanding about the quality system.
Changing product mix The shift from low volume, high
price to high volume, low price have resulted in a need to
reduce the internal cost of poor quality.
WHY QUALITY?
Product complexity As systems have become more
complex, the reliability requirements for suppliers of
components have become more stringent.
Higher levels of customer satisfaction Higher
customers expectations are getting spawned by
increasing competition.
COMMONALITY OF THEMES OF
QUALITY GURUS
Inspection is never the answer to quality improvement, nor is
policing.
Involvement of leadership and top management is essential to
the necessary culture of commitment to quality.
A program for quality requires organization-wide efforts and
long term commitment, accompanied by the necessary
investment in training.
Quality is first and schedules are second.
Demings 14 Points
1.
2.
3.
4.
5.
4. Act
Institutionalize
improvement;
continue cycle.
1. Plan
Identify
problem and
develop plan
for
improvement.
3. Study/Check
2. Do
Assess plan; is it
working?
Implement
plan on a test
basis.
INTRODUCTION TO TQM
What is TQM?
A comprehensive, organization-wide effort to improve the quality
of products and services, applicable to all organizations.
The goal is customer satisfaction.
Continuous improvement
Employee empowerment
Benchmarking
Just-in-time (JIT)
Continuous Improvement
Other names
Kaizen (Japanese)
Six sigma
Employee Empowerment
Techniques
Talk to workers
Support workers
Benchmarking
Steps
Determine what to
benchmark
Just-In-Time (JIT)
Pareto Analysis
Scatter Diagram
Flow Chart
SPC Chart
Check Sheet
Cause-and-Effect Diagram
Histogram
5W, 1 H& 4 M
Who
Man
What
Machine
Where
Material
When
Method
Why
How
KAIZEN
Use Small Teams to Optimize Process Performance by
Implementing Incremental Change
Apply Intellectual Capital of Team Members Intimate with Process
ZERO DEFECTS
Making processes better leads to reduced
Rework
Scrap
Warranty costs
Inspection costs
The 1-10-100 rule states that as a product or service moves through the
production system, the cost of correcting An error multiplies by 10.
Activity
Cost
Rs.1000
Defects
Inventories
Motions
Delays
The 5 S Method
Seiko
Seiton
Set
Seiso
( Systematic or
Orderliness )
WHY DO IT?
QUALITY
EFFICIENCY
5S
SAFETY
ELIMINATING
BREAKDOWN
S
ELIMINATION OF
WASTE
Identify
waste
Check and
measure
results
Search for
causes
Implement
continuous
improvement
BENEFITS
Improvements in: Workforce morale
Company image
Health and Safety
Machine maintenance
Quality
Productivity
Leading to Increased Competitiveness
Reengineering
Improve
Design
Control
Validate
Control
Improve
Define
Analyze
Measure
COST OF QUALITY
Types of Quality Costs
The cost of quality is generally classified into four categories
Cost of Prevention
Cost of Appraisal
Cost of Internal Failure
Cost of External Failure
Cost of Prevention
Prevention costs include those activities which remove and
prevent defects from occurring in the production process.
Included are such activities as quality planning, production
reviews, training, and engineering analysis, which are
incurred to ensure that poor quality is not produced.
Appraisal
Those costs incurred to identify poor quality products after
they occur but before shipment to customers. e.g.
Inspection activity.
Internal Failure
Those incurred during the production process.
Include such items as machine downtime, poor quality
materials, scrap, and rework.
External Failure
Those incurred after the product is shipped.
External failure costs include returns and allowances,
warranty costs, and hidden costs of customer dissatisfaction
and lost market share.
2.
3.
4.
5.
1.
2.
3.
SECRET TO SUCCESS
Establish Atmosphere
Obtain Commitment
Select Objectives
Inform (communicate)
Voluntary
Training
Be Open and Positive
TOTAL QUALITY IS
Meeting Our Customers Requirements
Doing Things Right the First Time; Freedom from Failure (Defects)
Consistency (Reduction in Variation)
Continuous Improvement
Quality in Everything We Do
TQ: TRANSFORMING AN
ORGANIZATION
From
To
customer
Continuous improvement
calls
management
management
THANK YOU