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Quality Management

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'The totality of features and characteristics that satisfy needs' ( ASQC) Fitness for use ... Quality Awards And Certifications. The Malcolm Baldrige Award. The ... – PowerPoint PPT presentation

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Title: Quality Management


1
  • Quality Management

2
What Is Quality?
  • The degree of excellence of a thing
    (Websters Dictionary)
  • The totality of features and characteristics
    that satisfy needs ( ASQC)
  • Fitness for use

3
Defining Quality
  • User-based Quality lies in the eyes of the
    beholder
  • Appealing to the Marketing people and customers
  • Higher quality means better performance, nicer
    features, and other (sometimes costly)
    improvements

4
Defining Quality contd
  • Manufacturing-based
  • Appealing to production managers
  • Quality means conforming to standards and making
    it right the first time
  • Product-based
  • Views quality as precise and measurable variable.
  • Eg. A really good ice cream has high butterfat
    levels.

5
Quality Of Conformance
  • Ensuring product or service produced according to
    design
  • Depends on
  • design of production process
  • performance of machinery
  • materials
  • training

6
The Meaning of Quality
Producers Perspective
Consumers Perspective
Quality of Conformance
Quality of Design
Production
Marketing
  • Quality characteristics
  • Price
  • Conformance to
  • specifications
  • Cost

Fitness for Consumer Use
7
Quality Philosophers
  • Walter Shewhart
  • W. Edwards Deming
  • Joseph Juran
  • Philip Crosby
  • Armand Feigenbaum

8
Demings 14 Points
  • 1. Create consistency of purpose
  • 2. Lead to promote change
  • 3. Build quality into the product stop depending
    on inspections to catch problems
  • 4. Build long-term relationships based on
    performance instead of awarding business on the
    basis of price.
  • 5. Continuously improve product, quality, and
    service.
  • 6. Start training

9
  • 7. Emphasize leadership.
  • 8. Eliminate fear among employees
  • 9. Eliminate barriers between departments
  • 10. Eliminate slogans
  • 11. Support, help, and improve
  • 12. Enhance worker pride
  • 13. Institute vigorous training education
    programs
  • 14. Put everybody in the company to work on the
    transformation

10
The Deming Wheel(or P-D-C-A Cycle)
Identify problem Develop plan for improvement
1. Plan
Institutionalize improvement Continue cycle
4. Act
Implement plan on test basis
2. Do
3. Study / Check
Is the plan working
11
Total Quality Management (TQM)
  • Quality encompasses the entire organization, from
    supplier to customer.
  • TQM is management of an entire organization so
    that it excels in all aspects of products and
    services that are important to the customer.

12
Total Quality Management
  • 1. Customer defined quality
  • 2. Top management leadership
  • 3. Quality as a strategic issue
  • 4. All employees responsible for quality
  • 5. Continuous improvement
  • 6. Shared problem solving
  • 7. Statistical quality control
  • 8. Training education for all employees

13
TQM Throughout The Organization
  • Marketing, sales, RD
  • Engineering
  • Purchasing
  • Personnel
  • Management
  • Packing, storing, shipping
  • Customer service

14
Strategic Implications Of TQM
  • Quality is key to effective strategy
  • Clear strategic goal, vision, mission
  • High quality goals
  • Operational plans policies
  • Feedback mechanism
  • Strong leadership

15
Cost Of Quality
  • Cost of achieving good quality
  • Prevention
  • Appraisal
  • Cost of poor quality
  • Internal failure costs
  • External failure costs

16
Employees Quality Improvement
  • Quality circles
  • Employee suggestions
  • Process improvement teams
  • Self-managed work teams

17
The Quality Circle Process
18
Seven Quality Control Tools
  • 1. Pareto analysis
  • 2. Flowcharts
  • 3. Check sheets
  • 4. Histograms
  • 5. Scatter diagrams
  • 6. Control charts
  • 7. Fishbone diagram

19
A Pareto Chart
(64)
Percent from each cause
(13)
(10)
(6)
(3)
(2)
(2)
Poor Design
Defective parts
Operator errors
Machine calibrations
Defective materials
Surface abrasions
Wrong dimensions
Causes of poor quality
20
A Flowchart
21
Check Sheet
22
Histogram
23
Scatter Diagram
.
24
Control Chart
25
Fishbone Diagram
Machines
Measurement
Human
Out of adjustment
Faulty testing equipment
Poor supervision
Tooling problems
Incorrect specifications
Lack of concentration
Improper methods
Old/worn
Inadequate training
Quality Problem
Inaccurate temperature control
Defective from vendor
Poor process design
Ineffective quality management
Not to specifications
Dust and Dirt
Deficiencies in product design
Material- handling problems
Process
Environment
Materials
26
Quality Awards And Certifications
  • The Malcolm Baldrige Award
  • The Deming Prize
  • Industry, regional, and company awards
  • Institute of Industrial Engineers
  • NASA
  • European Quality Award

27
ISO 9000 Categories
  • ISO 9001 Suppliers and Designers
  • ISO 9002 Production
  • ISO 9003 Inspection and Test
  • ISO 9004 Quality Management
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