Anda di halaman 1dari 23

Prof GRC Nair

Introduction to
T Q M And Six Sigma Quality
Prof GRC Nair
Prof GRC Nair
What is Quality?
Quality - you know what it is, yet you dont know
what it is.
But some things are better than others,
that is, they have more quality but what decides
betterness?
Prof GRC Nair
Definition of Quality
It is the degree of excellence of a product or
Service
Quality is conformance to requirements
-- Philip Crosby, Quality is Free 1979

The totality of features and characteristics of a
product or service that bear on its ability to
satisfy stated or implied needs. -- ASQC
Q = Performance / Expectations
Prof GRC Nair
Benefits of Quality
Lower costs (less of rejects, rework, wasted efforts)
Market Share
Reputation
Product liability
International competitiveness
Prof GRC Nair
Dimensions of Quality
Dimension Meaning or Expectations
Performance Primary Characterisitics
Features Additional facilities
Conformance Workmanship, Meeting specifications
Reliability Consistency/ Dependability over time
Durability Useful life
Service Trouble free, timely resolution of problems
Response Courtesy, human interface
Reputation Past performance, market standing
Aesthetics Finish, appeal, beauty
Prof GRC Nair
Basic Premise
A well-designed, well-implemented, and
carefully managed quality system provides
confidence that the outputs will meet customer
expectations and requirements.
Quality is inversely proportional to variability
Waste reduction
Prof GRC Nair
Evolution of Quality Philosophy
A. Inspection- Finished products - reject defectives
B. Quality Control-Multistage Inspection & rework
C. Quality Assurance Ensuring product
conformance to design/spec, Statistical control
methods
D. Total Quality Management
Prof GRC Nair
1920s Bell Telephone Laboratory:
1924 - W.A.Shewhart
Statistical Charts Birth of SQC
Is the quality / process in control?


History &Evolution
Prof GRC Nair
H.F. Dodge & H.G. Romig
Acceptance Sampling in place of 100%
inspection
Want to guarantee certain % defective,
How many do we need to sample?
Supposedly 2% defective, we test 40 and 2 are
bad, is the supply acceptable?

Prof GRC Nair
ASQ
1946 - American Society for Quality Control
American Society for Quality (ASQ)

Prof GRC Nair
W. Edwards Deming
Statistics professor, specializing in acceptance
sampling
Helped Japanese focus on and improve quality
System (not employees) is cause of poor quality
Fourteen Points
Prof GRC Nair
Joseph Juran
Quality begins by knowing what customers want
80% of defects are controllable
Quality Planning
Quality control
Quality improvement
Prof GRC Nair
Philip B. Crosby
In 1960s
Quality is Free
Management must be firmly behind any
quality plans
Do it right the first time
Prof GRC Nair
Quality Circles in 1960

TQM in 1980

SPC Statistical Process Control

Process Capability- Is the process capable of
giving the required quality?
Prof GRC Nair
Malcolm Baldrige National Quality Awards

Genechi Taguchi- Parameter and tolerance design

1990s- ISO 9000 1990s

1995- Motorolas Six Sigma efforts

Prof GRC Nair
Total Quality Management
An emphasis on Quality that encompasses the
entire company
Continuous Improvement
Employee empowerment, quality circles
Unwavering focus on customer both internal
and external
Long term solutions
Commitment and Involvement of top management

Prof GRC Nair
Performance measures and documentation
TQM Tools - allow you to measure progress
Benchmarking - best at similar activities, even if
in different industries
Just In Time - requires quality of suppliers
Treating suppliers as partners in business


Total Quality Management
Prof GRC Nair
Shift in Emphasis
Element Old New - TQM
Definition Product oriented Customer oriented
Decisions Short Term Long Term
Responsibility Quality control Every one
Problem Solving Managers Team
Procurement Price Life cycle cost
Emphasis Detection Prevention
Relation Suppliers, Dealers Partners
Errors Operations System
Priority Second First
Prof GRC Nair
Parameters of Service Quality
Assurance: Ability to convey trust and
confidence. eg: being polite and showing
respect for customer.
Empathy: Being approachable and
appreciative. eg: being a good listener.
Tangibles: Physical facilities and
facilitating goods.
Prof GRC Nair
Components Of Quality
Quality of design Products and services
should be designed to exhibit the attributes
necessary to meet its customer expectations.

Quality of production process. Processes must
be designed and built that have the capability
of producing products with the attributes
wanted by customers.
Prof GRC Nair
Quality of conformance :Products and services
to meet design and performance specifications
aimed at quality expectations of customers
eg: ISO
Quality of customer service: Customers must
perceive that they have been treated fairly and
courteously
Organization quality culture: Organization
energized in doing what is necessary to design,
produce and service products and services that
meet customers expectations and even exceed
them. eg: Japan
Prof GRC Nair
Developing Quality Culture
Changing organizations culture is time consuming up
to 5 years

Robert Masters study of obstacles

Lack of Commitment of Top Management CEO level
Prof GRC Nair
Individuals resistance to change fear to trust mode

Define Customer satisfaction as the Main Goal

Continuous training and development

Team work and Empowerment

Anda mungkin juga menyukai