PLANEAMIENTO Y

CONTROL DE
OPERACIONES
ADMINISTRACIÓN DE
LA CALIDAD
PARTE 1
 OUTLINE
 Global Company Profile: Arnold Palmer
Hospital
 Quality and Strategy
 Defining Quality
 Implications of Quality
 Malcolm Baldrige National Quality
Award
 Cost of Quality (COQ)
 Ethics and Quality Management
 OUTLINE – CONTINUED

 International Quality Standards

 ISO 9000
 ISO14000
OUTLINE – CONTINUED

 Total Quality Management

 Continuous Improvement
 Six Sigma
 Employee Empowerment
 Benchmarking
 Just-in-Time (JIT)
 Taguchi Concepts
 Knowledge of TQM Tools
 OUTLINE – CONTINUED

 Tools of TQM
 Check Sheets
 Scatter Diagrams
 Cause-and-Effect Diagrams
 Pareto Charts
 Flowcharts
 Histograms
 Statistical Process Control (SPC)
 OUTLINE – CONTINUED

 The Role of Inspection

 When and Where to Inspect
 Source Inspection
 Service Industry Inspection
 Inspection of Attributes versus
Variables
 TQM in Services
MANAGING QUALITY PROVIDES A
COMPETITIVE ADVANTAGE

Arnold Palmer Hospital

 Deliver over 13,000 babies annually
 Virtually every type of quality tool is
employed
 Continuous improvement
 Employee empowerment
 Benchmarking
 Just-in-time

 Quality tools
 QUALITY AND STRATEGY

 Managing quality supports

differentiation, low cost, and response
strategies
 Quality helps firms increase sales and
reduce costs
 Building a quality organization is a
demanding task
 TWO WAYS QUALITY
IMPROVES PROFITABILITY

Sales Gains via

 Improved response
 Flexible pricing
 Improved reputation

Improved Increased
Quality Reduced Costs via
Profits
 Increased productivity
 Lower rework and scrap costs
 Lower warranty costs
 THE FLOW OF ACTIVITIES
Organizational Practices
Leadership, Mission statement, Effective operating
procedures, Staff support, Training
Yields: What is important and what is to be
accomplished
Quality Principles
Customer focus, Continuous improvement, Benchmarking,
Just-in-time, Tools of TQM
Yields: How to do what is important and to be
accomplished
Employee Fulfillment
Empowerment, Organizational commitment
Yields: Employee attitudes that can accomplish
what is important
Customer Satisfaction
Winning orders, Repeat customers
Yields: An effective organization with
a competitive advantage
 DEFINICIÓN DE LA CALIDAD
Aspectos que definen la Calidad:
• Aseguramiento: Satisfacer los requerimientos del
producto o servicio.
• Satisfacción del cliente: Satisfacer necesidades
explícitas o implícitas.
• Minimización de errores: Minimizar el porcentaje de
errores de los productos terminados y servicios.
Afecta la reputación de la compañía
• Eficiencia del Proceso: Mejorar la eficiencia del
proceso, reduciendo costos y desperdicios.
Incrementa el valor agregado del producto y la
flexibilidad en el precio final.
 DEFINICIÓN DE CALIDAD

La calidad es la totalidad de aspectos o

características que posee un producto o
servicio que permiten satisfacer las
necesidades implícitas o explícitamente
formuladas por los consumidores.
American Society for Quality
 DIFFERENT VIEWS

 User-based – better performance, more

features
 Manufacturing-based – conformance to
standards, making it right the first time
 Product-based – specific and
measurable attributes of the product
IMPLICATIONS OF QUALITY

1. Company reputation
 Perception of new products
 Employment practices
 Supplier relations
2. Product liability
 Reduce risk
3. Global implications
 Improved ability to compete
 KEY DIMENSIONS OF QUALITY

 Performance  Durability
(Rendimiento) (Duración)
 Features  Serviceability
(Funcionalidad) (Mantenimiento)
 Reliability  Aesthetics
(Confiabilidad) (Estética)
 Conformance  Perceived quality
(Conformidad) (Calidad percibida)
 Value (Valor)
 MALCOM BALDRIGE NATIONAL
QUALITY AWARD

 Established in 1988 by the U.S.

government
 Designed to promote TQM practices
 Recent winners
 Premier Inc., MESA Products, Sunny Fresh
Foods, Park Place Lexus, North Mississippi
Medical Center, The Bama Companies,
Richland College, Texas Nameplate Company,
Inc.
 BALDRIGE CRITERIA
Applicants are evaluated on:
Categories Points
Leadership 120
Strategic Planning 85
Customer & Market Focus 85
Measurement, Analysis, and Knowledge
Management 90
Workforce Focus 85
Process Management 85
Results 450
 COSTOS DE LA CALIDAD
Costos por fallas externas: por la entrega de productos
defectuosos al cliente. (Se mide por numero de devoluciones
de venta)

Costos por fallas internas: por producir productos o

servicios con defectos antes de su entrega.

Costos de prevención: por tratar de detectar y eliminar

causas que puedan producir fallas en el producto o servicio.

Costos de evaluación: por evaluar los productos o servicios

para ver si se cumple con lo establecido.
 COSTOS DE LA CALIDAD

Costo Costo total

total
Costos por fallas externas

Costos por fallas internas

Costos de Prevención

Costos de evaluación
Mejora de la calidad
 ETHICS AND QUALITY
MANAGEMENT

 Operations managers must deliver healthy,

safe, quality products and services
 Poor quality risks injuries, lawsuits, recalls,
and regulation
 Organizations are judged by how they
respond to problems
 All stakeholders much be considered
 INTERNATIONAL QUALITY
STANDARDS

 ISO 9000 series

 Common quality standards for products sold in Europe
 ISO 9001-2000 and newer versions update places greater
emphasis on leadership and customer satisfaction
http://www.nueva-iso-9001-2015.com/

 ISO 14000 series

http://qualitytrends.squalitas.com/index.php/item/191-que-sabemos-de-la-
iso-14001-2015
 ISO 14000
ENVIRONMENTAL STANDARD

Core Elements:
 Environmental management
 Auditing
 Performance evaluation
 Labeling
 Life cycle assessment
http://www.qualitydigest.com/oct/iso14000.html
GESTIÓN DE LA CALIDAD TOTAL/TOTAL
QUALITY MANAGEMENT (TQM)

Abarca toda la organización y cadena

de suministro desde los proveedores
hasta los consumidores finales.
Compromete a la gerencia a tener una
práctica de mejora continua en toda la
organización orientada a la excelencia
en todos los productos y servicios,
enfocándose en la satisfacción de los
clientes.
 DEMING’S FOURTEEN POINTS
1. Create consistency of purpose
2. Lead to promote change
3. Build quality into the product; stop
depending on inspection
4. Build long-term relationships based on
performance, not price
5. Continuously improve product, quality,
and service
6. Start training
7. Emphasize leadership
 DEMING’S FOURTEEN POINTS
8. Drive out fear
9. Break down barriers between
departments
10. Stop haranguing workers
11. Support, help, improve
12. Remove barriers to pride in work
13. Institute a vigorous program of
education and self-improvement
14. Put everybody in the company to
work on the transformation
SEVEN CONCEPTS OF TQM

 Continuous improvement
 Six Sigma
 Employee empowerment
 Benchmarking
 Just-in-time (JIT)
 Taguchi concepts
 Knowledge of TQM tools (como se
aplica las herramientas TQM:
PREGUNTA EXAMEN/PC FIJA)
 CONTINUOUS IMPROVEMENT

 Represents continual improvement of

all processes
 Involves all operations and work
centers including suppliers and
customers
People, Equipment, Materials,
Procedures
 SIX SIGMA

 Two meanings
 Statistical definition of a process that is
99.99966% capable, 3.4 defects per million
opportunities (DPMO)
 A program designed to reduce defects, lower
costs, and improve customer satisfaction
 SIX SIGMA PROGRAM

 Originally developed by Motorola,

adopted and enhanced by Honeywell and
GE
 Highly structured approach to process
improvement
 A strategy
 A discipline – DMAIC
6
(Define, Measure, Analyze, Improve and
Control)
 SIX SIGMA

1. Define critical outputs

and identify gaps for improvementDMAIC Approach
2. Measure the work and
collect process data
3. Analyze the data
4. Improve the process
5. Control the new process to make
sure new performance is
maintained
6. Repeat everything again
 SIX SIGMA IMPLEMENTATION
 Emphasize defects per million opportunities as a
standard metric
 Provide extensive training
 Focus on corporate sponsor support
(Champions)
 Create qualified process improvement experts
(Black Belts, Green Belts, etc.)
 Set stretch objectives
This cannot be accomplished without a major commitment from top
level management
 EMPLOYEE EMPOWERMENT
 Getting employees involved in product and
process improvements
 85% of quality problems are due
to process and material

 Techniques
 Build communication networks
that include employees
 Develop open, supportive supervisors
 Move responsibility to employees
 Build a high-morale organization
 Create formal team structures
 QUALITY CIRCLES

 Group of employees who meet

regularly to solve problems
 Trained in planning, problem solving,
and statistical methods
 Often led by a facilitator
 Very effective when done properly
Es decir hacer reuniones continuas,
liderado por un facilitador, para lluvia de
ideas
 BENCHMARKING
Selecting best practices to use as a standard
for performance
 Determine what to
benchmark
 Form a benchmark team
 Identify benchmarking partners
 Collect and analyze benchmarking
information
 Take action to match or exceed the
benchmark
BEST PRACTICES FOR RESOLVING
CUSTOMER COMPLAINTS

 Make it easy for clients to complain

 Respond quickly to complaints
 Resolve complaints on first contact
 Use computers to manage complaints
 Recruit the best for customer service jobs
 JUST-IN-TIME (JIT)

Relationship to quality:

 JIT cuts the cost of quality

 JIT improves quality
 Better quality means less inventory
and better, easier-to-employ JIT
system
 JUST-IN-TIME (JIT)

 ‘Pull’ system of production scheduling including

supply management
 Production only when signaled

 Allows reduced inventory levels

 Inventory costs money and hides process and material problems

 Encourages improved process and product

quality
JUST-IN-TIME (JIT) EXAMPLE

Work in process
inventory level
(hides problems)

Unreliable Capacity Imbalances

Vendors Scrap
 JUST-IN-TIME (JIT) EXAMPLE

Reducing inventory reveals

problems so they can be solved

Unreliable Capacity Imbalances

Vendors Scrap
 TAGUCHI CONCEPTS
 Engineering and experimental design
methods to improve product and process
design
 Identify key component and process variables
affecting product variation
 Taguchi Concepts
 Quality robustness
 Quality loss function
 Target-oriented quality
 QUALITY ROBUSTNESS

 Ability to produce products uniformly in

adverse manufacturing and
environmental conditions
 Remove the effects of adverse conditions
 Small variations in materials and process do
not destroy product quality
 QUALITY LOSS FUNCTION
 Shows that costs increase as the product
moves away from what the customer
wants
 Costs include customer dissatisfaction,
warranty
and service, internal
scrap and repair, and costs to society
 Traditional conformance specifications
are too simplistic
 QUALITY LOSS FUNCTION
High loss
L = D2C
Unacceptable where
Loss (to L = loss to society
producing Poor
organization, D = distance from target
customer, and Fair value
society) Good C = cost of deviation
Best
Low loss Target-oriented quality
yields more product in the
“best” category
Target-oriented quality
brings product toward the
Frequency target value
Conformance-oriented
quality keeps products
within 3 standard
deviations
Lower Target Upper
Specification
 HERRAMIENTAS DE TQM
 Herramientas para generar ideas
Hojas de verificación
Diagramas de dispersión
Diagramas de causa y efecto
 Herramientas para organizar la data
Diagramas de pareto
Diagramas de flujo
 Herramientas para identificar problemas
Histograma
Control estadístico de procesos
 SEVEN TOOLS OF TQM
(a) Check Sheet: An organized method of recording data (Hoja
de verificación)

Hour
Defect 1 2 3 4 5 6 7 8
A /// / / / / /// /
B // / / // ///
C / // // ////
 SEVEN TOOLS OF TQM
(b) Scatter Diagram: A graph of the value of one variable vs.
another variable (Diagrama de Dispersión)
Productivity

Absenteeism
 SEVEN TOOLS OF TQM
(c) Cause-and-Effect Diagram: A tool that identifies process elements
(causes) that might effect an outcome (ISHIKAWA)

Cause

Materials Methods
Effect

Manpower Machinery
 SEVEN TOOLS OF TQM
(d) Pareto Chart: A graph to identify and plot problems or defects in
descending order of frequency (Diagrama de Pareto)
Frequency

Percent
A B C D E
 SEVEN TOOLS OF TQM
(e) Flowchart (Process Diagram): A chart that describes the steps in a
process (Flujograma)
 SEVEN TOOLS OF TQM
(f) Histogram: A distribution showing the frequency of occurrences of a
variable

Distribution
Frequency

Repair time (minutes)

 SEVEN TOOLS OF TQM
(g) Statistical Process Control Chart: A chart with time on the horizontal axis
to plot values of a statistic (Daigrama de Control Estadística de Proceso)

Upper control limit

Target value

Lower control limit

Time
STATISTICAL PROCESS CONTROL
(SPC)
 Uses statistics and control charts to tell when
to take corrective action
 Drives process improvement
 Four key steps
 Measure the process
 When a change is indicated, find the assignable cause
 Eliminate or incorporate the cause

 Restart the revised process

 INSPECTION

 Involves examining items to see if an

item is good or defective
 Detect a defective product
 Does not correct deficiencies in process or
product
 It is expensive
 Issues
 When to inspect
 Where in process to inspect
 WHEN AND WHERE TO INSPECT

1. At the supplier’s plant while the supplier is

producing
2. At your facility upon receipt of goods from the
supplier
3. Before costly or irreversible processes
4. During the step-by-step production process
5. When production or service is complete
6. Before delivery to your customer
7. At the point of customer contact
 INSPECTION
 Many problems
 Worker fatigue
 Measurement error
 Process variability
 Cannot inspect quality into a product
 Robust design, empowered employees,
and sound processes are better
solutions
 SOURCE INSPECTION

 Also known as source control

 The next step in the process is your
customer
 Ensure perfect product
to your customer

Poka-yoke is the concept of foolproof devices or techniques designed to

pass only acceptable product
 TQM IN SERVICES

 Service quality is more difficult to

measure than the quality of goods
 Service quality perceptions depend on
 Intangible differences between products
 Intangible expectations customers have of
those products
 SERVICE QUALITY

The Operations Manager must

recognize:
1. The tangible component of services is
important
2. The service process is important
3. The service is judged against the
customer’s expectations
4. Exceptions will occur
 DETERMINANTS OF SERVICE
QUALITY

 Confiabilidad  Credibilidad
 Capacidad de  Seguridad
respuesta  Entendimiento/
 Competencia conocimiento del
 Acceso cliente

 Cortesía  Tangibles

 Comunicación
SERVICE RECOVERY STRATEGY

 Los gerentes deben tener un plan o

procedimiento en caso el servicio falle
 Rutina de Marriott “LEARN”:
 Listen (Escuchar)
 Empathize (Empatizar)
 Apologize (Disculparse)
 React (Reaccionar)
 Notify (Notificar)