Total Quality Management and Cost of Qualityopencourses.uoa.gr/modules/document/file.php/CHEM103... · Fundamental Concepts Commitment to TQM ... Key attributes: cost, time, ... Total
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
Total Quality Management (TQM) is a philosophy and involves company practices that aim to harness the human and material resources of an organization in the most effective way to achieve the objectives of the organization (BS 7850)
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
What is a Process?Any activity that accepts inputs, adds values to these inputs for customers, and produces outputs for these customers. The customer may be either internal or external to the organization
ProcessInputs Outputs
Controls
Resources
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
Fundamental ConceptsImplementing Total Quality ManagementQuality ImprovementManaging for Quality ImprovementTools for Quality ImprovementQuality GurusCost of Quality
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
Commitment to TQM by the highest level of managementPromotion of this concept to all levels and activities of the organizationIndividual involvementDevotion to continuous improvement
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
Ineffective and inefficient utilization of human, financial and material resources in processesLoss of customer satisfactionLoss of opportunity to add more valueLoss due to waste or misuse of resources
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
Fundamental ConceptsAlignment of Corporate Objectives and Individual Attitudes
Appraisal and development of human resourceQuality improvement goals
Clear, understandable, specific, measurable, achievable, realistic, time-bound and agreed to by all relevant individuals.Focused on customer satisfactionIn line with overall business goals and mission
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
Incremental improvement of processesReview of the appropriateness of the organizational structure:
Laboratory management processesMethods of resource allocationAdministrative support processesHuman environmentTraining for all laboratory membersLaboratory processes and procedures
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
Process owner and process customerResponsibilities of management and process owners:
Purpose of each processCustomers of each processNeeds and expectations of customersNeeds and expectations of the process ownersPerformance standards of processesMeasurement of process performanceImprovement opportunities
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
Why trainingTo perform individual processTo be aware of the relationship with other processesTo understand the significance of our role and the part we play in customer satisfaction and business objectivesTo contribute to the continual improvement programs
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
Quality ImprovementA Methodology for Quality Improvement
Involve the whole organizationInitiate quality improvement projects or activitiesInvestigate possible areas for improvementEstablish cause and effect relationshipTake improvement actionConfirm the improvementSustain the gains
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
Identify subjects for improvementPrioritizeAnalyze causes of problemCollect data for analysisAssess alternative solutions for actionsSelect the optimum solution for action
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
Managing for Quality ImprovementOrganizing for Quality Improvement
Responsibilities for quality improvementWithin the organizational hierarchy
Management processesWork processesMeasurement of the reduction of quality lossesAdministrative support processesBuilding of an environment for quality improvement
Within the processes that flow across organizational boundaries
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
Managing for Quality ImprovementOrganizing for Quality Improvement
Responsibilities for quality improvementWithin the organizational hierarchyWithin the processes that flow across organizational boundaries
Definition of the purpose of each processCommunication among departmentsIdentification of internal and external customersDetermination of their needs and expectationsSearching process improvement opportunities
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
Managing for Quality ImprovementPlanning for Quality Improvement
Set quality improvement goalsAddress the most important quality lossesInvolvement of everyoneInputs from all, from reviews, from suppliers from customersFocus on newly identified opportunities and where there is insufficient progressImplement quality improvement plans
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
Managing for Quality ImprovementMeasuring Quality Improvement
Measure of quality lossesAssociated with customer satisfactionAssociated with process efficiencySustained by society
Failure to realize human potential (surveys of employee satisfaction)Damage caused by pollution and disposal of waste and depletion of scarce resources
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
Managing for Quality ImprovementMeasuring Quality Improvement
Statistical interpretation of trendsEstablish and meet numerical targetsMeasure and track trendsReport and review measuresMeasure the cost of measurement
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
Establish the specific purpose of collecting this dataIdentify categories of informationFind factors that affect these categoriesDetermine how data will be analysedMultivote to reduce both listsConstruct a tabular formProvide a place for information about the origination of the data
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
Tools for Quality Improvement (Non-numerical data)
Affinity DiagramStart the issue in broad termsRecord individual response in small cardsMix the cards and spread them randomly on a large tableGroup related cards togetherTransfer the information onto paper outlined by grouping
Maintaining a successful C.I.
process
Understand Customer
Requirements
Provide Training
Establish Controls
Getting Management Committment
Improve Com-munications in
All Areas
Consult Customer
Interpret Customer
Requirements Correctly in
Specs&Design
Provide Operational Definition of
Output
Identify Customer
Know Quality Improvement
Tools
Investigate Other
Continuous Improvement
Efforts
Establish Measurement
System
Develop an Effective
Corrective Action System
Make Project by Project
Improvement
Determine Process
Capability
Define Process
Involve Middle Mgrs & Top
Mgrs. In Steering
Committee
Establish Consistent
Reward System
Provide Job Security,
Freedom to Fail
Provide Middle
Managers with Staff Support
Provide Clear Program
Goals
Provide the Time for
Middle Mgr. To Participate
Create a Steering
Committee with Real
Power
Grant Access to Information
Employee Involvement
Break Down Barriers
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
Tools for Quality Improvement (Non-numerical data)
BenchmarkingDetermine what items to benchmarkDetermine who to benchmark (companies, organizations, competitors, etc.)Determine benchmark(collect data, surveys, interviews etc.)Determine the best-in-class for each benchmark item
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
The rulesState the purposeUrge people to express ideasOffer one thought at a timeDo not criticize ideasDo not discuss ideasBuilt on other’s ideasRecord all ideas
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
Tools for Quality Improvement (Non-numerical data)
Cause and Effect DiagramDefine the problem (effect)Define the major categories of causes(materials, machines, methods, people, training, measurements etc.)Construct the diagramBrainstorm possible causesAnalyse each causeIdentify the root causesGather data to verify the root causes
ProblemCause 1
Cause 2
Categ. 1 Categ. 2
Categ. 3 Categ. 4
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
Tools for Quality Improvement (Non-numerical data)
Tree Diagram
State the core issue problem or goalDefine major subcategories of the coreConstruct the diagramFor each subcategory define the component elements and sub-elementsReview the diagram to ensure that there are no obvious gaps in sequence or logic
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
Control ChartsSelect the control chart typeRecord measurement data on the Y-axisPlot the groups of data (e.g. by date) on the X-axisCalculate the average and control limitsMark points of x-bar and control limits on the Y-axisPlot observations
HistogramCollect data Arrange in ascending orderDetermine the range of the dataDetermine the width of each class interval (column)Put class interval in the X-axisPut frequency scale on the Y-axisDraw the height of each column
02468
1012141618
1 2 3 4 5 6 7 8 9 10 11 12
Class Series
Freq
uenc
y
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
Pareto DiagramSelect the items to be analyzedSelect the unit of measure for analysisSelect the time period to be analyzedList the items in the order of decreasing magnitudeConstruct two vertical axes. The left scale should present the units of measures and the right one should be from 0% to 100%Draw a rectangle above each itemConstruct the the cumulative frequency lineIdentify the most important items
0
5
10
15
20
25
30
35
Causes
Freq
uenc
y
0%
20%
40%
60%
80%
100%
120%
few important many trivial
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
Measurement of the effect of qualityManagement of processesInvolvement of all individuals to the processesProcess ownerCost of conformanceCost of non conformance
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
OverproductionDefective productsWaiting lines and delaysStocks of intermediaries/semi-finished productsTransportationIneffective proceduresIneffective movements or actions
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
Applied philosophyManagement commitmentAchievement of excellenceManagement of changeContinual improvementOpportunities for improvementTools for improvement
In: Wenclawiak, Koch, Hadjicostas (eds.) Quality Assurance in Analytical Chemistry – Training and Teaching (2nd ed.)
Where to Get More Informationhttp://www.philipcrosby.comhttp://www.isixsigma.comhttp://www.deming.org/http://www.juran.com/BS 7850-1:1992 Total Quality Management, Part 1: Guide to management principlesBS 7850-2:1994 Total Quality Management, Part 2: Guide to quality improvement methodsBS 6143-1:1992 Guide to the economics of Quality. Part 1: Process cost modelBS 6143-2:1990 Guide to the economics of Quality. Part 1: Prevention, appraisal and failure model