Prof GRC Nair Introduction to T Q M And Six Sigma Quality Prof GRC Nair
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Prof GRC Nair
Introduction to T Q M And Six Sigma Quality
Prof GRC Nair
Prof GRC Nair
What is Quality?
Quality - you know what it is, yet you don’t know what it is. But some things are better than others, that is, they have more quality but what decides “betterness”?
Prof GRC Nair
Definition of Quality“It is the degree of excellence of a product or Service” “Quality is conformance to requirements”-- Philip Crosby, “Quality is Free” 1979
The totality of features and characteristics of aproduct or service that bear on its ability tosatisfy stated or implied needs. -- ASQC Q = Performance / Expectations
Prof GRC Nair
Benefits of Quality
Lower costs (less of rejects, rework, wasted efforts) Market Share Reputation Product liability International competitiveness
Prof GRC Nair
Dimensions of QualityDimension Meaning or ExpectationsPerformance Primary Characterisitics
Features Additional facilities
Conformance Workmanship, Meeting specifications
Reliability Consistency/ Dependability over time
Durability Useful life
Service Trouble free, timely resolution of problems
Response Courtesy, human interface
Reputation Past performance, market standing
Aesthetics Finish, appeal, beauty
Prof GRC Nair
Basic Premise A well-designed, well-implemented, and
carefully managed quality system provides confidence that the outputs will meet customer expectations and requirements.
Quality is inversely proportional to variability Waste reduction
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Evolution of Quality Philosophy
A. Inspection- Finished products - reject defectivesB. Quality Control-Multistage Inspection & reworkC. Quality Assurance Ensuring product
conformance to design/spec, Statistical control methods
D. Total Quality Management
Prof GRC Nair
1920’s Bell Telephone Laboratory:
1924 - W.A.Shewhart Statistical Charts – Birth of SQC Is the quality / process in control?
History &Evolution
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H.F. Dodge & H.G. Romig Acceptance Sampling – in place of 100%
inspection Want to guarantee certain % defective, How many do we need to sample? Supposedly 2% defective, we test 40 and 2 are bad, is the supply acceptable?
Prof GRC Nair
ASQ
1946 - American Society for Quality Control American Society for Quality (ASQ)
Prof GRC Nair
W. Edwards Deming
Statistics professor, specializing in acceptance sampling
Helped Japanese focus on and improve quality System (not employees) is cause of poor quality Fourteen Points
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Joseph Juran
Quality begins by knowing what customers want 80% of defects are controllable
Quality Planning Quality control Quality improvement
Prof GRC Nair
Philip B. Crosby
In 1960s “Quality is Free” Management must be firmly behind any
quality plans Do it right the first time
Prof GRC Nair
Quality Circles in 1960
TQM – in 1980
SPC – Statistical Process Control
Process Capability- Is the process capable of giving the required quality?
Prof GRC Nair
Malcolm Baldrige National Quality Awards
Genechi Taguchi- Parameter and tolerance design
1990s- ISO 9000 – 1990s
1995- Motorola’s Six Sigma efforts
Prof GRC Nair
Total Quality Management An emphasis on Quality that encompasses the entire company Continuous Improvement Employee empowerment, quality circles Unwavering focus on customer – both internal and external Long term solutions Commitment and Involvement of top management
Prof GRC Nair
Performance measures and documentation TQM Tools - allow you to measure progress Benchmarking - best at similar activities, even if in different industries Just In Time - requires quality of suppliers Treating suppliers as partners in business
Total Quality Management
Prof GRC Nair
Shift in EmphasisElement Old New - TQMDefinition Product oriented Customer oriented
Decisions Short Term Long Term
Responsibility Quality control Every one
Problem Solving Managers Team
Procurement Price Life cycle cost
Emphasis Detection Prevention
Relation Suppliers, Dealers Partners
Errors Operations System
Priority Second First
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Parameters of Service Quality
Assurance: Ability to convey trust and confidence. eg: being polite and showing respect for customer.
Empathy: Being approachable and appreciative. eg: being a good listener.
Tangibles: Physical facilities and facilitating goods.
Prof GRC Nair
Components Of Quality Quality of design Products and services
should be designed to exhibit the attributes necessary to meet its customer expectations.
Quality of production process. Processes must
be designed and built that have the capability of producing products with the attributes wanted by customers.
Prof GRC Nair
Quality of conformance :Products and services to meet design and performance specifications aimed at quality expectations of customers eg: ISO
Quality of customer service: Customers must perceive that they have been treated fairly and courteously
Organization quality culture: Organization energized in doing what is necessary to design, produce and service products and services that meet customers expectations and even exceed them. eg: Japan
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Developing Quality Culture
Changing organization’s culture is time consuming – up to 5 years
Robert Master’s study of obstacles
Lack of Commitment of Top Management – CEO level
Prof GRC Nair
Individual’s resistance to change – fear to trust mode
Define Customer satisfaction as the Main Goal
Continuous training and development
Team work and Empowerment
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