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4. TQM framework. Contribution of quality gurus. There are 7 gurus 1. 2. 3. 4. 5. 6. Walter Shewhart SPC methods and control charts Deming 14 point philosophy for quality improvement. Basis of ISO 9000 etc. Juran All levels must be involved in quality efforts. Developed Jurans Trilogy Feigenbaum Proposed Total Quality Control. Ishikawa Quality circles and Cause and Effect Diagram (Fish Bone diagram). Crossby Quality is Free. Pointed out first that it was easier to build quality than to detect or repair defects. 7. Taguchi Developed DOE (Design of Experiments) methods. 5. Obstacles in TQM implementations 8 obstacles 1. Lack of management commitment 2. Poor planning 3. Inability to change organization culture 4. Incompatible organization structure 5. Failure to continually improve 6. Lack of continuous training and education 7. No employee empowerment and involvement 8. Insufficient focus on customers
Chapter 2 6. Demings 14 points. Choose one point and describe how to implement it. Answer awaited. 7. Characteristics of Quality Leaders. 1. 2. 3. 4. 5. 6. 7. They pay attention to customers (internal/external) They empower employees They lead by example They trust employees They emphasize prevention rather than maintenance They encourage collaboration rather than competition They train and coach
Prepared by Deepak Verma on 06-SEP-2013 for BITS Pilani MSMM 2013 First Semester Mid Semester Exam Preparation. All rights reserved.
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8. 7 steps for strategic planning. 1. 2. 3. 4. 5. 6. 7. Customer Needs Identify customer and their needs Customer positioning remove defective products and services Predict the future by statistical forecasting methods Gap analysis compare with the present state Close the gap develop a plan for future Alignment align the plan with the quality statements Implementation allocate resources, teams. Most difficult step of strategic planning.
9. Four Quality Statements. 1. 2. 3. 4. Core Values. Mission Statement. Vision Statement. Quality Policy Statement.
10. Meaning and Need (Roles) of Quality Council. Quality council is a body established to provide overall direction for quality improvement. The Quality Council is the driver for TQM implementation in the organization. It consists of CEO, Functional heads, union representative and one coordinator. Coordinator reports to CEO and acts as bridge between CEO and the people. Roles 1. Provide direction for quality. 2. Write quality statements Core values, Vision Statement, Mission Statement, Quality Policy statement. 3. Develop yearly goals and objectives and improvement plans. 4. Review and revise rewards and recognition policies. 5. Identify high value projects that improve processes and are focused at the customer satisfaction. 6. Monitor and determine cost of poor quality. 11. Core values and concepts of Organization. 1. 2. 3. 4. 5. 6. Continuous improvement and learning. Design quality and prevention. Corporate and social responsibility. Value employees. Management by fact. Customer driven quality.
Prepared by Deepak Verma on 06-SEP-2013 for BITS Pilani MSMM 2013 First Semester Mid Semester Exam Preparation. All rights reserved.
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Chapter 3 12. 6 Customer perceptions of quality as per ASQ survey. Remember abbreviation: PerFeaSer WaPrRe 1. 2. 3. 4. 5. 6. Performance (Fitness for use) Features (Secondary characteristics) Service (An added value given to the customer) Warranty (Promise to maintain quality) Price (customer judges in terms of value) Reputation (customer sees the reputation of the company. New customer costs 5 times more)
Chapter 4 13. Types of teams and which team is implemented when and why. Teams are group of people working together for common goals or objectives. Remember abbreviation: ProCroNatSel 1. Process Improvement Team a. Limited lifecycle. Temporary team. b. Represent one process c. Focus on one work unit d. 6-10 members e. Implemented when one process has to be improved 2. Cross Functional Team a. Temporary team b. Targets many work units across the organization c. 6-10 members from different function d. May include customers/ suppliers e. Implemented when one process connecting entire organization or several work units has to be improved 3. Natural Work Team a. Non-voluntary b. Includes all members of work unit c. May include manager d. Some employees may not work but prepare other employees e. Implemented for regular team tasks/projects 4. Self-Directed Team a. Extension of natural work team b. One member may act as supervisor
Prepared by Deepak Verma on 06-SEP-2013 for BITS Pilani MSMM 2013 First Semester Mid Semester Exam Preparation. All rights reserved.
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15. How to achieve motivated workforce. 1. 2. 3. 4. 5. 6. 7. Know yourself Know your employees Share the goals Positive attitude Develop interesting work Monitor progress Keep communication open
16. Stages of team development Forming, Storming, Norming, Performing, Adjourning (for temporary team)
Chapter 5 17. 4 continuous improvement strategies. Repair, Refinement, Renovation and Reinvention. It is part of Jurans Trilogy. 18. Jurans 6 stages methodology. Jurans Trilogy: 3 ways of process improvement 1. Planning (identify customers, seek customer needs QFD, DOE, Pareto Charts) 2. Controlling (Determine items to control, set goals, measure, compare SPC, 7 QC tools) 3. Improvement (Repair, Refine, Renovate, Reinvent Quality council, provide resources) 19. PDSA Cycle a. Plan i. Identify the opportunity ii. Analyse the process
Prepared by Deepak Verma on 06-SEP-2013 for BITS Pilani MSMM 2013 First Semester Mid Semester Exam Preparation. All rights reserved.
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Chapter 6 20. Criteria for Supplier Selection 1. Suppliers understanding of the philosophy of our organization 2. Stability of suppliers management systems 3. High technical standard 4. Ability to supply precisely the raw materials required 5. Ability to meet standards and quality requirements 6. No danger to breach information security and secrets of our organization 7. Suppliers quality standard (ISO 9001 etc) 8. Suppliers reputation and credibility
Chapter 7 21. Categories of Quality Costs: 4 costs 1. Prevention Cost (for preventing the same failures from happening again) 2. Appraisal Cost (incurred in inspection, audits etc while determining if the product meets quality standard) 3. Internal Failure Cost (all costs correct, replace, dispose of the non-conforming product, BEFORE delivery to the cutomer) 4. External Failure Cost (cost in service, failure investigation AFTER delivery to the customer) 22. Categories of Malcolm Baldridge National Quality Award 1. Manufacturing, 2. Service, 3. Heath care, 4. Small Business, 5. Education. Given for performance excellence in US. Promotes understanding and sharing of performance strategies. 23. Net Sales Index: = Internal Failure Cost as a % of Sales $ = (Internal Failure Cost*100)/Sales $
Prepared by Deepak Verma on 06-SEP-2013 for BITS Pilani MSMM 2013 First Semester Mid Semester Exam Preparation. All rights reserved.
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Prepared by Deepak Verma on 06-SEP-2013 for BITS Pilani MSMM 2013 First Semester Mid Semester Exam Preparation. All rights reserved.