Quality Today - WordPress.com · 2017-04-11 · 2 Quality Today What is Quality Quality Dimensions...
Transcript of Quality Today - WordPress.com · 2017-04-11 · 2 Quality Today What is Quality Quality Dimensions...
Quality Today
By:
Kamran Shaukat Ali Khan
AVP, Systems Ltd.
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Quality Today
What is Quality
Quality Dimensions & Obstacles
Cost of Quality
Productivity Enhancement
Quality Today (TQM) by Kamran Shaukat –
CHROMEIS.COM/TQM
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INTRODUCTION
Originators of Quality?
Why Quality (Significance)
…
An important determinant of business
profitability
Positively & significantly related to higher
return on investment
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An innovation happens to CREATE or SERVE the market NEED
Invention
(never existed)
Imitation
(copying)
Technology Lead
(e.g. Facebook, BI)
Innovation
(something new)
Market Lead
(e.g. Common Utensils)
Why Quality…?
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Quality Today
What is Quality Quality Dimensions & Obstacles
Cost of Quality
Productivity Enhancement
Quality Today (TQM) by Kamran Shaukat –
CHROMEIS.COM/TQM
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Definitions
Conformance to Specifications
Conformance to Standards
Freedom from defects
A Degree of Excellence
Fitness for intended Purpose/Use
… Obsolete DefinitionsQuality Today (TQM) by Kamran Shaukat –
CHROMEIS.COM/TQM
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Definitions
Customer Satisfaction
Quality is the totality of characteristics of an entity
that bears on its ability to satisfy the stated or
implied needs.
… Today’s DefinitionQuality Today (TQM) by Kamran Shaukat –
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Definition:
Customer Delight
… Tomorrow’s Definition
Customer Delight
Customer Satisfaction
Bugs free – Fulfilling Req.
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Basic Quality & Excitement Quality are both UNSPOKEN
Basic Quality
Excitement Quality
More About Quality
Un-stated Requirements
Stated Requirements
Additional features as pleasant surprises to
delight customer
Performance Quality
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Satisfy the internal as well as external customers
Emphasis on Improvement rather than Maintenance
Encourage Collaboration rather than competition
Recognize Team Effort Communication Improvement Establish a System
Train & Coach rather than supervise
…and a whole lot more!!
Empower Rather than Controlling subordinates
Strong Commitment to Quality
Prefer Quality over Price
Emphasis: Prevention is better than Detection
Learn from Problems (PDSA)
What to do ?
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Dimensions of Quality – Gravin
Performance
Features
Conformance
Reliability
Durability
Service
Response
Aesthetics
Repute
: Stated Req.
: Additional offering
: To Standards/ISO/CMM
: Consistency in performance
: Life time of product/service
: After sale support/behavior
: Curtsey & Delivery time etc.
: Looks & beautifying things
: brand name/advertising
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Obstacles to Quality
Different hindrances in achieving Quality
Misconception:
Additional cost
Adherence
Poor Reading habitsResistance to Change
Poor Writing habitsInertia in
accepting
Quality
Standardization
is absolute
Quality Today (TQM) by Kamran Shaukat –
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Rehabilitation and Cultural Change
The Clues are there!
Official Lifestyle Change (+ve)
Top Management Involvement
Instill the importance of Quality (Quality Circle)
Everyone’s responsibility
Concept of Internal & External customers
Quality at source (Reduced Inspection)
Focus on using Strength rather then weaknesses
Quality consistency (high priority rather than level of output)
Trainings for fresh
“Train the Trainer”
Individual Development
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Strategic Implications of QMS
Quality is key to effective strategy
Clear strategic goal, vision, mission
High quality goals
Operational plans & policies
Feedback mechanism
Strong leadership
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Quality Today
What is Quality
Quality Dimensions & Obstacles
Cost of Quality Productivity Enhancement
Quality Today (TQM) by Kamran Shaukat –
CHROMEIS.COM/TQM
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Cost of Quality
Cost of achieving good quality
Prevention
Appraisal
Cost of poor quality
Internal failure costs
External failure costs
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Quality is Free – Crosby:1950
Preventing: Cost of poor quality
Prevention Cost
Appraisal Cost
Internal Failure Cost
External Failure Cost
Myths
High Cost
Overhead
Wastage of Money
0
5
10
15
20
25
30
Cost
Poor Q. Cost
Time/Quality
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Quality Index Example
Quality Costs $ 2014 2015 2016 2017
Prevention $ 27,000.00 41,500.00 74,600.00 112,300.00
Appraisal $ 155,000.00 122,500.00 113,400.00 107,000.00
Internal failure $ 386,400.00 469,200.00 347,800.00 219,100.00
External failure $ 242,000.00 196,000.00 103,500.00 106,000.00
Total $ 810,400.00 829,200.00 639,300.00 544,400.00
Accounting:
Sales $ 4,360,000.00 4,450,000.00 5,050,000.00 5,190,000.00
Mfg. Costs $ 1,760,000.00 1,810,000.00 1,880,000.00 1,890,000.00
Quality Today (TQM) by Kamran Shaukat –
CHROMEIS.COM/TQM
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Quality Today
What is Quality
Quality Dimensions & Obstacles
Cost of Quality
Productivity Enhancement
Quality Today (TQM) by Kamran Shaukat –
CHROMEIS.COM/TQM
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Productivity Enhancement Techniques
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How Should I…?Adjusting Perceptions…
Commitment
Continuous Improvement
No Expectation of Quick Reward
Enabling Vs. Restricting
Organized
Team
Synergy
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Walk the talk
Persuasiveness
Positive Influence
Good Communication
Positive Role Model
Balanced Commitment
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Customer value Analysis (CVA)
Customer Value Analysis:
Determine attributes customers value most
Rate the relative importance of Attributes
Assess your organization performance against these attributes
Let customers Compare these attributes with your competitors
Repeat the process periodically
Issues in hand:
Understand your Customer
Identify customers’ needs
Continuous communication with your customer
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Where to apply QA
Design
Process
Human
Deming’s Philosophy:
“inspection with the aim of finding bad ones and throwing
them out is too late, ineffective and costly. Quality comes
not from inspection but improvement of the process”
Quality Today (TQM) by Kamran Shaukat –
CHROMEIS.COM/TQM