Professional Documents
Culture Documents
Chapter 5
Chapter 5
5
PowerPoint presentation to accompany
Heizer and Render
Operations Management, Eleventh Edition
Principles of Operations Management, Ninth Edition
© 2014
© 2014
Pearson
Pearson
Education,
Education,
Inc.Inc. 6-1
Outline
► Global Company Profile:
Arnold Palmer Hospital
► Quality and Strategy
► Defining Quality
► Total Quality Management
► Tools of TQM
► The Role of Inspection
► TQM in Services
© 2014 Pearson Education, Inc. 6-2
Learning Objectives
When you complete this chapter you
should be able to:
1. Define quality and TQM
2. Describe the ISO international quality
standards
3. Explain what Six Sigma is
4. Explain how benchmarking is used in TQM
5. Explain quality robust products and
Taguchi concepts
6. Use the seven tools of TQM
© 2014 Pearson Education, Inc. 6-3
Managing Quality Provides a
Competitive Advantage
Arnold Palmer Hospital
► Deliver over 12,000 babies annually
► Virtually every type of quality tool is
employed
► Continuous improvement
► Employee empowerment
► Benchmarking
► Just-in-time
► Quality tools
© 2014
© 2014
Pearson
Pearson
Education,
Education,
Inc.Inc. 6-4
Quality and Strategy
Improved Increased
Quality Profits
Reduced Costs via
• Increased productivity
• Lower rework and scrap costs
• Lower warranty costs
CATEGORIES POINTS
Leadership 120
Strategic Planning 85
Customer Focus 85
Measurement, Analysis, and Knowledge 90
Management
Workforce Focus 85
Operations Focus 85
Results 450
Internal Failure
Quality Improvement
A Japanese character
that symbolizes a
broader dimension than
quality, a deeper process
than education, and a
more perfect method
than persistence
4. Act 1. Plan
Implement Identify the
the plan, pattern and
document make a plan
3. Check 2. Do
Is the plan Test the
working? plan
improvement
6
► A strategy
► A discipline – DMAIC
► A set of 7 tools
Hour
Defect 1 2 3 4 5 6 7 8
A /// / / / / /// /
B // / / / // ///
C / // // ////
Figure 6.6
Absenteeism
Figure 6.6
Manpower Machinery
Figure 6.6
Percent
A B C D E
Figure 6.6
Figure 6.6
Target value
Time
Figure 6.6
Machine
Manpower (hoop &
(shooter) Figure 6.7
backboard)
Cumulative percent
– 72
50 –
40 –
Number of
30 – occurrences
20 –
12
10 –
4 3 2
0 –
Room svc Check-in Pool hours Minibar Misc.
72% 16% 5% 4% 3%
Causes and percent of the total
8
80%
1 2 3 4 5 6 7 11
9 10
20%
Game number