Total Quality Management A. A. Elimam
description
Transcript of Total Quality Management A. A. Elimam
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
Total Quality Total Quality ManagementManagement
A. A. ElimamA. A. Elimam
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
Definitions of QualityDefinitions of Quality Conformance to Specifications Value Fitness for Use Support Psychological Impressions
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
How Quality Assurance Evolved• 1800’s: skilled craftsmen• Industrial Revolution: factory System• 100% Inspections• 1900’s: Larger Organizations• 1920’s Bell Lab Statistical Quality Control
– Shewhart Control Charts (1924)– Dodge & Romig Acceptance Sampling (1930)
• Separate QC department & Manager• World War II: Growing Concern for Quality• Quality Awards in Japan, USA & other countries
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
PlanPlan
DoDo
CheckCheck
ActAct
DemingDemingWheelWheel
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
ContinuousContinuousImprovementImprovement
ProjectsProjects
Current Reduce Reduce Reducesituation material repair inspection
handling time timetime
Continuous improvement
T
otal
tim
e
Mat
eria
lM
achi
ning
In
spec
tion
R
epai
r h
andl
ing
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
Costs of Detecting DefectsCosts of Detecting DefectsC
ost o
f det
ectio
n (d
olla
rs)
Process Final testing CustomerWhen defect is detected
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
QUALITY IMPROVEMENT TOOLS
• CHECK OR TALLY SHEET
• CAUSE-AND-EFFECT DIAGRAM
• STATISTICAL TOOLS: HISTOGRAMS, CONTROL CHARTS
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
Cause-and-EffectCause-and-EffectDiagramsDiagrams
EffectEffect
PersonnelPersonnelMachinesMachines
ProcessProcessMaterialsMaterials
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
King Tut AirlinesKing Tut AirlinesPassenger processing at gate
Late cabin cleaners
Unavailable cockpit crew
Late cabin crew
Personnel
Weather
Air traffic delays
Other
Aircraft late to gate
Mechanical failures
Equipment
Materials Procedures
Waiting for late passengers
Weight/balance sheet late
Poor announcement of departures
Delayed check-in procedure
Delayed flight departures
Late food service
Late fuel
Late baggage to aircraft
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
MINA Fiber Board Co.MINA Fiber Board Co.ChecklistsChecklists
Headliner Defects Defect type Tally Total
A. Tears in fabric //// 4B. Discolored fabric /// 3C. Broken fiber board //// //// //// ////
//// //// //// / 36D. Ragged edges //// // 7
Total 50
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
MINA Fiber Board Co.MINA Fiber Board Co.Pareto ChartPareto Chart
Num
ber o
f def
ects
100
80
60
40
20
0
50
40
30
20
10
0
Cum
ulat
ive
perc
enta
ge
Defect type
C
DA B
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
A Pareto ChartPe
rcen
t def
ectiv
e
Causes of poor quality
Machin
e cali
brati
ons
Defecti
ve pa
rts
Wro
ng di
mensio
ns
Poor D
esign
Opera
tor er
rors
Defecti
ve m
ateria
ls
Sur
face a
bras
ions
0
10
20
30
40
50
60
70 (64)
(13)(10)
(6) (3) (2) (2)
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
MINA Fiber Board Co.MINA Fiber Board Co.Cause-and-Effect DiagramCause-and-Effect Diagram
Out of specification Not available
Training Absenteeism Communication
HumiditySchedule changes
Machine maintenance Machine speedWrong setup
Broken fiber
board
Process
People
Other
Materials
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
MINA Fiber Board Co.MINA Fiber Board Co.Bar ChartBar Chart
20
15
10
5
0
Num
ber o
f def
ects
First Second ThirdShift
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
Deming’s 14 PointsDeming’s 14 Points Create constancy of purpose Adopt a new philosophy Cease dependence on mass
inspection End the practice of buying on price
alone Use statistical methods to find
problems and continually improve
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
Deming’s 14 PointsDeming’s 14 Points Institute modern methods of on-the-
job training Improve supervision Drive out fear Break down barriers Eliminate numerical goals and
slogans
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
Deming’s 14 PointsDeming’s 14 Points Eliminate work standards that simply
set quotas Remove barriers between employees
and their pride of workmanship Institute a vigorous program of
education and retraining Structure management to continually
support these points
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
Prominent Quality Experts (“Gurus”)• J. M. Juran: focus on quality:
– Planning: set quality level & design the production process to achieve it - annual quality program
– Control: use SQC to ensure product quality meets standards as while in production
– Improvement: Study & analyze problems & implement a remedy. 100’s of Quality Improvements projects going on in a company.
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
Prominent Quality Experts (“Gurus”)
• P.B. Crosby: Quality is free - “absolute Quality management’
– First: Quality - conformance to requirements
– Second: Prevention to achieve quality (with the help of SQC)
– Third: ZERO defects is achievable– Finally: quality must be measured.
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
Prominent Quality Experts (“Gurus”)•A. V. Feigenbaum: TQC
– all areas in company emphasize quality
– quality at the source– quality problems:
workers/supervisors stop line
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
Prominent Quality Experts (“Gurus”)• K. Ishikawa: Quality Circles, Fishbone Diagram & graphical analysis of quality problems
• G. Taguchi: Use product & process design to achieve high quality at lowest cost. Quality is achieved with product uniformity around a target
– Loss function (all costs of poor quality)– set production process to achieve
uniformity
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
Quality Awards
• The Deming Application Prize: (1957) Annual- meet set of standards for successful application of SQC. Three major categories: individuals in Japan, organizations in Japan, overseas organizations.
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
Quality Awards• The Malcolm Baldrige National Quality Award: (1987)
Given annually to up to 2 companies in manufacturing, service and small business. Criteria include: soundness of approach to quality improvement, quality management program & its implemen- tation and customer satisfaction.
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
Quality Awards• The president’s Award for Quality: (1988)recognize US federal Government agencies with >500 workers
• The IIE Award for Excellence in Productivity Improvement: (1980)
• NASA’s Quality and Excellence Award- for quality among suppliers
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
ISO 9000 Standards
• International Organization for Standardization (ISO) - 90 member countries
• Purpose of ISO: Global agreement on international standards
• system to certify suppliers to meet quality management standards
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
ISO 9000 Standards• First published in 1987 in 4 subsections • ISO 9001: Quality systems - Model for Quality
Assurance in Design/Development, Production, Installation, and Servicing - widest scope of application
• ISO 9002: Quality systems - Model for Quality Assurance in Production and Installation
• ISO 9003: Quality systems - Model for Quality Assurance in Final Inspection and Test
• ISO 9004: Quality systems - Quality Management & Quality System Elements - Guidelines
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
ISO 9000 Accreditation • Originally customers would evaluate the quality systems of their suppliers
• Some EC countries (e.g. UK) require an accredited registrar to assess (for a fee) a company’s quality system & its compliance with ISO 9000
• Certificate is issued to company meeting ISO• Company becomes ISO Registrars• In the future virtually all products exported to the EC will require certification
To accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Fourth Edition 1996 Addison-Wesley Publishing Company, Inc. All rights reserved.
Gaining The Competitive Edge• In the US many of the applicants for the Baldrige
Award also apply for ISO 9000 registration.• Two complement each other with the same goals
of commitment to total quality & customer satisfaction
• ISO 9000: documentation, the standardization and the common language needed to establish a quality management system
• The Baldrige criteria focus more on continuous improvement, measurement of processes and strategic planning