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➤ Performance
➤ basic operating characteristics
➤ Features
➤ “extra” items added to basic features
➤ Reliability
➤ probability product will operate over time
Dimensions Of Product Quality
➤ Conformance
➤ meeting pre-established standards
➤ Durability
➤ life span before replacement
➤ Serviceability
➤ ease of getting repairs, speed & competence of repairs
Dimensions Of Product Quality
➤ Aesthetics
➤ look, feel, sound, smell or taste
➤ Safety
➤ freedom from injury or harm
➤ Other perceptions
➤ subjective perceptions based on brand name, advertising, etc
Is TQM Dead?
Process Improvement and Quality
Management
There are many definitions:
▲ Journey
▲ Everyone
▲ Continuous Process Improvement
▲ Increased Customer Satisfaction
The TQM Unifying Principles
▲ Customer-First Orientation
▲ Top Management Leadership
▲ Continuous Process Improvement
▲ Respect for Employees
▲ Reduction in Process and Product Variation
▲ On-going Education and Training
▲ Statistical Thinking and Emphasis on Data
▲ Emphasis on Prevention Rather Than Detection
▲ Customer-Supplier Partnerships
Leadership for TQM
▲ Leaders Must:
▲ Become Aware
▲ Become Committed
▲ Truly Understand
➤ Walter Shewhart
➤ W. Edwards Deming
➤ Joseph Juran
➤ Philip Crosby
➤ Armand Feigenbaum
➤ Kaoru Ishikawa
➤ Genichi Taguchi
Deming’s 14 Points
Supervisors
Operations
Time Spent
Source: Kaizen, by Masaaki Imai, McGraw-Hill Book Company, 1986
Japanese Kaizen Model
Supervisors
Operations Maintenance
Time Spent
Source: Kaizen, by Masaaki Imai, McGraw-Hill Book Company, 1986
The Quality Gap Concept
Tangibles
Reliability
Responsiveness Expected
Competence Quality
Courtesy The Quality
Credibility Gap
Security
Access Perceived
Communication Quality
Understanding
the Customer
Your Quality Experiences
Six-Sigma Program
Cost of Quality
Benchmarking
Malcolm Baldrige Assessment
Many Others …...
Six-Sigma Program
GE Slide Show:
http:/www.cimplicityhmi.com/croton/ppt/sigma/sld001.htm
Quality Function Deployment
House of Quality
Text Book Publishing Example
Good Topical
Coverage
Up-to-Date
material
ability to learn
Amount of mathematics
Research literature coverage
Very strong relationship
Correctness of grammar
# of discussion exercises
# of numerical exercises
Step 2 ~ Technical Requirements
“Boxed” Examples
Weak relationship
“HOWS”
Subsections
Color
Size
Covers subject matter
Meets instructional needs
Good Topical
Coverage
Up-to-Date
material
ability to learn
Correctness of grammar
Amount of mathematics
Research literature coverage
# of discussion exercises
Popular literature coverage
Very strong relationship
Strong relationship
“Boxed” Examples
# of numerical exercises
Weak relationship
Step 3 ~ Relationship Matrix
Subsections
Color
Size
Covers subject matter
Meets instructional needs
Good Topical
Coverage
Up-to-Date
material
ability to learn
Correctness of grammar
Amount of mathematics
Research literature coverage
# of discussion exercises
Popular literature coverage
Very strong relationship
“Boxed” Examples
Strong relationship
# of numerical exercises
Step 4 ~ Competitive Evaluation Weak relationship
Subsections
Competitive Sellin
Importance evaluation g
Color
points
Size
1 2 3 4 5 1 2 3 4 5
Covers subject matter
Meets instructional needs
Good Topical A B
Coverage
Up-to-Date B A
Appropriate Level Real-world applications A B *
material
ability to learn
Correctness of grammar
Step 5 ~ Completed House Strong relationship
# of discussion exercises
# of numerical exercises
Amount of mathematics
of
“Boxed” Examples
Weak relationship
Quality
Subsections
Competitive Selling
importance evaluation points
Color
Size
1 2 3 4 5 1 2 3 4 5
Covers subject matter
Meets instructional needs
Good Topical A B
Coverage
Up-to-Date B A
Appropriate Level Real-world applications A B *
Exercises Sufficient Quantity B A
Range of difficulty A B
Low cost A
Cost *
B
Easy to read A
Clear B
Presentation Highlights important
Enhances Student
material A B
ability to learn
◆ Scrap (waste)
Re-work
◆ Internal Failures ◆
◆ Time spent analyzing failures
Defects that are Discovered In-House ◆ Tests and re-tests
◆ Operations downtime
◆ Internal Customer Complaints
Prevention
(10.0%)
Internal and External
failures
(25.0%)
(65.0%) Evaluation
4. Analyze data
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The Process Model
Sources of Problems in a Process
Define
the Problem
1. Plan
Identify problem
Develop plan for
improvement
4. Act
2. Do
Institutionalize
Implement plan
improvement
on test basis
Continue cycle
3. Study / Check
Is the plan working
A Process Improvement Model-
CA-PDCA
Verify
CHECK Results
➤ Quality circles
➤ Employee suggestions
➤ Process improvement teams
➤ Self-managed work teams
The Quality Circle Process
Organization
8-10 members
Same area Training
Presentation
Moderator Group processes
Implementation
Data collection
Monitoring
Problem analysis
Problem ID
Solution List alternatives
Problem analysis
Problem results Consensus
Cause & effect
Brainstorming
Data collection &
analysis
The Quality Tools
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Cause-and -Effect (Fishbone) Diagram
Measurement Human Machines
Quality
Inaccurate Problem
temperature
control Defective from vendor Poor process design
Ineffective quality
Not to specifications management
Dust and Dirt Material- Deficiencies
handling problems in product design
0.58
0.56
0.54
Diameter
0.52
0.5
0.48
0.46
0.44
1 2 3 4 5 6 7 8 9 10 11 12
Time (Hours)
13
Histogram
Frequency
Data Ranges
14
Scatter Diagram
12
10
Defects
8
6
4
2
0
0 10 20 30
Hours of Training
15
Checksheet
Monday
Billing Errors
Wrong Account
Wrong Amount
A/R Errors
Wrong Account
Wrong Amount
16
Control Charts
1020
UCL
1010
1000
990
980
LCL
970
0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
18
ISO 9000
➤ Series of standards agreed upon by the International
Organization for Standardization (ISO)
➤ Adopted in 1987
➤ More than 100 countries
➤ A prerequisite for global competition?
➤ ISO 9000 directs you to "document what you do and then do
as you documented."
24