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Operations Management: Topic 9 - Total Quality Management (TQM)
Operations Management: Topic 9 - Total Quality Management (TQM)
Management
Topic 9 -
Total Quality Management
(TQM)
UiTM Shah Alam
Lecturer: Pn. Noriah Yusoff
T1-A16-6C
Tel: 03 55211821 (Direct Line)
7/1/2017 NY - KJP 585 2009 1
Quality Management
Objectives
be able to understand modern
concepts of quality and dimensions
of quality
be able to discuss employee
involvement and JIT in Total Quality
Management
be able to describe basic quality tools
Introduction to ISO
7/1/2017 NY - KJP 585 2009 2
What Does the Term QUALITY
means?
ISO 14000
A set of international standards for assessing a
companys environmental performance
Act
PDCA
The PDSA
Cycle
Do
7/1/2017
Study
Check NY - KJP 585 2009 16
The Process Improvement Cycle
Select a
process
Document
Study/document
Evaluate
Seek ways to
Implement the
Improve it
Improved process
Design an
Improved process
7/1/2017 NY - KJP 585 2009 17
Basic Quality Tools
1. Flowcharts
2. Check sheets
3. Histograms
4. Pareto Charts
5. Scatter diagrams
6. Control charts
7. Cause-and-effect diagrams
7/1/2017 NY - KJP 585 2009 19
FLOWCHART
shut off walk to pay
Drive in check price self serve? to pump engine station
yes
no
Hour
Defect 1 2 3 4 5 6 7 8
A /// / / / / /// /
B // / / / // ///
C / // // ////
Figure 6.6
7/1/2017 NY - KJP 585 2009 21
Histogram
(f) Histogram: A distribution showing the
frequency of occurrences of a variable
Distribution
Frequency
Number of defects
80% of the
problems
may be
attributed to
20% of the
causes.
Off Smeared Missing Loose Other
center print label
7/1/2017 NY - KJP 585 2009 23
Scatter Diagram
(b) Scatter Diagram: A graph of the value
of one variable vs. another variable
Productivity
Absenteeism
Figure 6.6
7/1/2017 NY - KJP 585 2009 24
CONTROL CHART
1020
UCL
1010
1000
990
LCL
980
970
0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Methods Materials
Cause
Cause
Cause
Cause
Cause Cause
Environment Effect
Cause Cause
Cause Cause
Cause Cause
People Equipment