Quality, Excellence and Innovation

Dr Mohamed Aichouni

Associate Professorm.aichouni@uoh.edu.sa

www.uoh.edu.sa/dept/qicrc/

World Quality Week

Monday, November, 26 , 2011

© Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA

Quality

Quality is defined by the totality of features and characteristics that satisfy customers needs”

American Society for Quality

Quality

"Quality is a transformation in the way we think and work together, in what we value and reward, and in the way we measure success.

All of us collaborate to design and operate a seamless value-adding system that incorporates quality control, customer service, process improvement, supplier relationships, and good relations with the communities we serve and in which we operate - all optimizing for a common purpose.“ Peter Senge

Quality Characteristics

Variables Can be measured or expressed with some unit, such as height, length (m), mass (kg), strength (Mpa), cycle time (s) etc..

AttributesCan be counted such as number of defects, errors, accidents etc ..

Process Variations

Variability and Quality

• The more variation in product characteristics, in delivery times, in work practices: the more waste, higher costs and poor quality, is delivered to customers.

(Out of the Crisis, 1982)

© Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA

Variability and Quality

© Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA

1 1 1 1 1 1

68.26%

95.44%99.73%

Defects with spec. limits at:1 sigma = 31.74% = 317,400 dpm2 sigma = 4.56% = 45,560 dpm3 sigma = 0.27% = 2,700 dpm

Process Improvement

• Process Improvement is basically about the reduction of variability in processes, products and services.

• It results in waste reduction, quality improvement, Customer Satisfaction and more importantly to Organizational Excellence.

© Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA

How to Improve Processes and Quality ?

1. Using Deming PDCA Cycle.

2. Use of Quality Tools (The 7 Basic tools (Statistical Process Control), the 7 New Tools for Management and Planning etc..

3. Team Work

© Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA

Team Work

Total Quality Management

Total Quality Management (TQM) is a comprehensive and structured approach to organizational management that achieves best quality of products and services.

It is based on three fundamental concepts:1. Customer Focus2. Continuous Process

Improvement3. Total Participation of

employees

Six Sigma

• A Management data driven, scientific methodology for product and process improvement which creates breakthroughs in financial performance and customer satisfaction.

• Six Sigma aims near zero-defects and variability.

• Five basic steps in Six Sigma :

© Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA

Business / Organizational Excellence

© Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA

National Quality Award

© Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA

King Abdulaziz Quality Award (www.kaqa.org.sa) is the national quality award in Saudi Arabia.Established since 2009

Eight Criteria for the Award:

(1) Leadership (2) Strategic Planning(3) Human Resources (4) Suppliers Management (5) Process Management (6) Customer Focus(7) Community Services (8) Business Results

Zairi Tetralogy for Excellence

Excellence Tetralogy is based on 4 key elements, which are:1. The Leadership 2. The Capability3. The Customer 4. The Business

Tetralogy helps organizations in the application of total quality management as an integrated concept; It should be supported with tools and techniques that enable organizations to apply the principles of quality, to optimize their capability for delivering quality and value to their customers

Innovation and Excellence

Leaders should have the ability to create an organizational culture which is propelled forward by innovative thinking and a process oriented approach that welcomes new ideas and knows how to drive them and translate them into tangible outcomes that can excite the customer at the end.

Zairi, 2011

Quality Tools and Techniques

The Seven Basic Quality Tools Called the Magnificent Seven

The Seven Tools for Management and Planning

Other Tools and Techniques (Brainstorming, 5 whys, QFD, etc..)

They are incorporated in all Quality philosophies (TQM, Six Sigma etc..) .

© Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA

TQM Six Sigma Deming, Juran, Crosby, Zairi

Philosophies Process Improvement Quality Tools Just in Time, 5 S, Lean

Manufacturing etc..

Leading Quality Companies

© Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA

Concluding Worlds

Quality will continue to be necessary for organizations to stay competitive in a worldwide marketplace. Jim Smith (2011)

Quality professionals need to learn new skills and to reinvent themselves. Their tool box, in addition to the recognized quality tools, now includes strategic planning, knowledge management and organizational change management.

Quality begins with education and ends with

education, Dr Kaoru Ishikawa (1972)

© Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA

Thank you

http://www.uoh.edu.sa/dept/qicrc/

Dr Mohamed AICHOUNIEmail : m.aichouni@uoh.edu.sa

© Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA