1EO - 702

TQM and Quality Control

EMBA-2, BUP

EO - 702

M. ASAD

Quality & Quality Management

• What does the term quality mean?- Quality is the ability of a product or service to consistently

meet or exceed customer expectations.

Contributor

Deming Juran Crosby Ishikawa

Known for

14 points; special & common causes of variation Quality is fitness for use; quality trilogy Quality is free; zero defects Cause-and effect diagrams; quality circles

Quality

EMBA-2, BUP

EO - 702

M. ASAD

Quality & Quality Management

• Design quality: Inherent value of the product in the marketplace

Dimensions of Quality includes:

– Performance, – Features, – Reliability, – Durability, – Serviceability, – Response, – Aesthetics, and – Reputation.

EMBA-2, BUP

EO - 702

M. ASAD

Quality & Quality Management

• Conformance quality: Degree to which the product or service design specifications are met

• The Consequences of Poor Quality– Loss of business– Liability– Productivity– Costs

EMBA-2, BUP

EO - 702

M. ASAD

Costs of Quality

External Failure Costs

Appraisal Costs

Prevention Costs

Internal FailureCosts

Costs ofQuality

EMBA-2, BUP

EO - 702

M. ASAD

Various Quality Awards

1. Malcolm Baldrige National Quality Award  -USA2. Deming Prize - Japan

Quality Awards -ISO 9000

Quality Certification

The ISO 9000 Series Standards• ISO• ANSI• BSI• CEN• GOST

EMBA-2, BUP

EO - 702

M. ASAD

ISO 9000 Series

ISO 10011ISO 10013

Quality system auditing guideQuality manual development guide

ISO 10000 Series

EMBA-2, BUP

EO - 702

M. ASAD

• ISO 14000 - A set of international standards for assessing a company’s environmental performance

• Standards in three major areas– Management systems - Systems development

and integration of environmental responsibilities into business planning

– Operations - Consumption of natural resources and energy

– Environmental systems - Measuring, assessing and managing emissions, effluents, and other waste

ISO 14000

EMBA-2, BUP

EO - 702

M. ASAD

Total Quality Management (TQM)o Is a philosophy that involves everyone in an

organization in a continual effort to improve quality and achieve customer satisfaction.

Total Productive Maintenance (TPM)o is a maintenance program which involves a newly

defined concept for maintaining plants and equipment. o One way to think of TPM is "deterioration prevention"

and "maintenance reduction", not fixing machines. o TPM is a proactive approach that essentially aims to

prevent any kind of slack before occurrence. o Motto : zero error, zero work-related accident, zero loss.

EMBA-2, BUP

EO - 702

M. ASAD

• Continuous improvement

• Competitive benchmarking

• Employee empowerment

• Team approach• Decisions based on facts• Knowledge of tools• Supplier quality• Champion• Quality at source

Elements of TQM

EMBA-2, BUP

EO - 702

M. ASAD

Quality ControlSix Sigma Quality

• A philosophy and set of methods companies use to eliminate defects in their products and processes

33

• Six Sigma allows managers to readily describe process performance using a common metric: Defects Per Million Opportunities (DPMO)

1,000,000 x

units of No. x

unit per error for

iesopportunit ofNumber

defects ofNumber

DPMO 1,000,000 x

units of No. x

unit per error for

iesopportunit ofNumber

defects ofNumber

DPMO

EMBA-2, BUP

EO - 702

M. ASAD

Six Sigma Approach: The PDCA / PDSA Cycle

Plan

Do

Check /Study

Act

EMBA-2, BUP

EO - 702

M. ASAD

Six Sigma Approach : DMAIC Cycle

1. Define (D)

2. Measure (M)

3. Analyze (A)

4. Improve (I)

5. Control (C)

Customers and their priorities

Process and its performance

Causes of defects

Remove causes of defects

Maintain quality

• Overall focus of the methodology is to understand and achieve what the customer wants

EMBA-2, BUP

EO - 702

M. ASAD

• Flowcharts• Check sheets• Histograms• Pareto Charts• Run charts

Analytical Tools for Six Sigma and Continuous Improvement

• Tools– There are a number of tools which are used for

problem solving and process improvement.– But Six Sigma methodology could integrate all

those nicely.

• Eight Tools:• Cause-and-effect diagrams

• Opportunities Flow diagrams

• Control charts

EMBA-2, BUP

EO - 702

M. ASAD

Six Sigma Roles and Responsibilities

1. Executive leaders must champion the process of improvement

2. Corporation-wide training in Six Sigma concepts and tools

Champion Master Black belt Black belts Green belts Yellow belts

3. Setting stretch objectives for improvement4. Continuous reinforcement and rewards

EMBA-2, BUP

EO - 702

M. ASAD

Methods for Generating IdeasSome additional tools that are useful for

process improvement / problem solving are:

• Brainstorming – Technique for generating a free flow of ideas in a group of people.

• Quality circles – group of workers who meet to discuss ways of improving products or process.– List reduction

– Balance sheet

– Paired comparisons

EMBA-2, BUP

EO - 702

M. ASAD

Methods for Generating Ideas

• Interviewing – Technique for identifying problem and collecting information.

• 5W2H – A method of asking questions about a process that includes what, why, where, when, who, how, and how much.

– What organization does it the best?

– How do they do it? and etc.

• Benchmarking – Process of measuring performance against the best in the same or another industry.

EMBA-2, BUP

EO - 702

M. ASAD

The Shingo System: Fail-Safe Design

• Two aspects reflected– Single min exchange of die (SMED)– Zero defect : Source inspection & Pokayokes

• Shingo’s argument:– SQC methods do not prevent defects– Defects arise when people make errors– Defects can be prevented by providing workers with

feedback on errors – Inspection :Successive Check, Self Check, Source

Inspection• Poka-Yoke / Fail Safe includes:

– Checklists– Special tooling that prevents workers from making

errors

EMBA-2, BUP

EO - 702

M. ASAD

Sources of Defects

Sources of defects (in order of importance)• Omitted processing• Processing errors• Errors setting up work pieces• Missing parts• Wrong parts• Processing wrong workplace• Misoperation• Adjustment error• Equipment not set up properly• Tools and jigs improperly prepared