Training quality management 5_dec2012_hareshgianani
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Quality Management
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What Is Quality?
• a degree or level of excellence
• totality of features and characteristics that satisfy needs without deficiencies
• Consumer’s and producer’s perspective
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Quality Guru’s – Name to fewArmand Fiegenbaum – Total Quality
Mgmt.
Walter A. Shewhart – Statistical Q C
W. Edward Deming – PDCA ->PDSA
Joseph M. Juran – Cost of poor Quality
Phil Corsby – Zero defects program
Genichi Taguchi – Taguchi loss Function
Kaoru Ishikawa – Fishbone Cause and effect diag.
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“The key is not to prioritize what’s on your schedule, but to schedule your priorities”The 7 Habits of Highly Effective People – Stephen R. Covey
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Failing to plan is planning to Fail…
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2. DoTest the
plan
3. Check / Study Is the plan
working?
4. ActImplement
the plan
1.PlanIdentify the
improvement and make a plan
Shewhart’s / Deming’s –PDCA / PDSA Model
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Breakdown barriers between departments.
Management should learn their responsibilities, and take on leadership.
Supervision should be to help people and machines and gadgets to do a better job.
Improve constantly and forever the system of production and service.
Institute a vigorous program of education and self-improvement.
Key concepts of W. Edwards Deming’s 14 point theory of Quality Management -
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Kaizen – Continuous Improvement Represents continual improvement of all
processes Involves all operations and work centers
including suppliers and customers People, Equipment, Materials, Procedures
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1. Define (D)* Identify customers and their priorities.
* Identify a project suitable for Six Sigma efforts.
* Identify CTQs (critical to quality characteristics).
2. Measure (M)* Determine how to measure the process and how is it
performing.
* Identify the key internal processes that influence CTQs.
3. Analyze (A)* Determine the most likely causes of defects.
* Understand why defects are generated
4. Improve (I)* Remove causes of the defects.
* Confirm the key variables and quantify CTQ effects.
* Identify maximum acceptable ranges.
* Modify the process to stay within the acceptable range.
5. Control (C)* Maintain the improvements.
* Ensure key variables remain within ranges
Six Sigma - DMAIC approach
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Set your goals?
SpecificMeasurableAchievableRealisticTime bounded
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How much you are worth per hour ?
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ServiceSpecificationsat UPS…
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Reliability Responsiveness
Competence Access
Courtesy Communication
Credibility Security
Tangibles Understanding / Knowing the customer
Determinants of Quality
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Haresh Gianani