RASHMI.S
PART A – 1. DIMENSIONS OF
QUALITY
There are 8 dimensions of quality;
• Performance – product / service – perform as intended- bone of
contention – mkt position of brand.
• Features – Product / service – all features specified / required for its
intended purpose – designing features – close relationship to end users.
• Reliability – product consistently perform within specifications – most
important dimension among customers – linked with performance –
influences corporate image.
• Conformance – conform to the specification – performance expected /
stated – design features conformance.
• Durability – how long will the product last – linked to warranty- specified
in product specifications / manuals / procurement contracts.
• Serviceability – Easy to maintain & repair –serviceability- product
selection.
• Aesthetics – product looks to end users – defections / rejections –
reduce aesthetic value – important for corporate image.
• Perceived quality- how is product perceived by customers – high
quality product – not properly installed / maintained – customer – equates
to product quality – reality – companies look after.
2. GURUS OF TQM
LEADERSHIP 4
1 I
N
Strategic 3 F
Planning Customer & O
2 Market focussed R
M
A
5 6 T
Human resources Process Management I
focus O
7 N
Business results
5.BENEFITS OF ISO
9001:2008
• Qms -which provides a number of requirements which an organization needs to fulfill to
achieve customer satisfaction through consistent products and services which meet customer
expectations.
• The benefits identified for the ISO 9001:2008
• Competitive advantage: Top-management led, ensures senior management take a strategic
approach to their management systems . business objectives constantly feed into processes
and working practices to ensure maximization of assets.
• Improves business performance and manages business risk : Raise the organization’s
performance above and beyond competitors who aren’t using management systems.
Certification also makes it easier to measure performance and better manage business risk.
• Attracts investment, enhances brand reputation and removes barriers to trade :
Certification to ISO 9001 boosts the organization’s brand reputation and can be a useful
promotional tool. It sends a clear message to all interested parties that this is a company
committed to high standards and continual improvement.
• Saves money for the owners : the financial benefits for companies include operational
efficiencies, increased sales, higher return on assets and greater profitability.
•
• Streamlines operations and reduces waste : The
assessment focuses on operating processes. This encourages
organizations to improve the quality of products and the service
provided and helps to reduces waste and customer complaints.
• Improve: To develop a strategy for improvement, find the solution to the problem,
discover variable relationship using design of experiment & establish the new
operating Tolerances.
• Control : To define control metrics, develop metrics collection tools, implement the
improved process & monitor the process regularly using the defined control metrics .
• Using : Variation Analysis, X bar and Range chart, Pre-control chart, Process control
Analysis and control Planning & Mistake proofing.
BENEFITS FROM SIX SIGMA
5 Improved process.
4. ROLE OF CUSTOMER
SATISFACTION IN MGMT
• Customer Satisfaction has Organization survives because of customer & It
is customer who pays salary .
• All quality gurus insist that customer satisfaction is achieved only when the
stated & implied needs of customers are achieved.
• Stated need means physical description and technical specification
• Implied needs means –what the product suppose to do or performance
• If both are satisfied –customer satisfaction and repeated customer.
• Customer satisfaction depends on
• -The need to satisfy the customers
• - Accurate demand measurement
• - Market research
• - Customer Relationship Management (CRM)
• - Technology Management
• - Environment scanning
• - Value Analysis
• - Supply chain Management
• - Excellent customer response (ECR).
• This involves looking at the concepts of ;
• The concept of Right quality -Customer's perceptions and functional
requirement.
• The concept of Right quantity - Correct quantity ordered by the customer.-
JIT concept.
• The concept of Right time. The time when needed-
• Eg. Food when needed in a Hotel.
• The concept of Right place – Eg Component in a right place in the assembly.
• It requires management to think about
• a) customer needs
• b ) Ability of the organization to meet the customer needs
• c ) Prevention rather than detection
• d) Quality Improvement
• e ) customer satisfaction
• f ) Review QMS for progress.
• Changing the Culture
• 1. Behaviors based on people interactions
• 2 Norms resulting from working groups
• 3 Values adopted by the organization
• 4 Rules of the game for “Getting On”
• 5. The climate.
• 5 important components that should be
established by mgmt for customer
satisfaction.
• 1. A Mission Statement- Clear documented
corporate beliefs
• 2. To achieve the Mission- clear & Effective
strategies
• 3. Identify and implement- critical success
factors and critical process
• 4. Review the management structure
• 5. Empowerment- employee participation
2. 7 OLD QC TOOLS
• The 7 basic QC tools are a part of the Kaizen
process.
• These 7 basic tools are statistical tools.
• These tools are;
• Flow Charts,
• Cause and Effect Diagrams,
• Check Sheets,
• Histograms,
• Pareto Charts,
• Scatter Diagram and
• Control Charts
• These 7 basic tools have been recently updated
by 7 new tools such as arrow dig, tree dig ,
relationship dig for better understanding & solving
of process.
• These 7 tools for various stages in the Kaizen process such as
identifying the symptoms of the Problem, Finding Facts, Identifying
problems, Generating ideas, Evaluating the potential solutions ,
making decisions & Implementing the solution.
• Flow Charts : the actual sequence of work processes in the org. It can
be used to describe the current work flow, whether simple or complex.
Finds the symptoms of the problems.
• It is also used to find out the benefits of a process, persons
responsible .It Identifies the potential solutions by Listing the main
activities & Chart activities in sequence.
• Cause & Effect Diagram : Ishikawa or Fishbone diagram
• It is used for generating ideas.
• Relates causes to effects
• Start with effect and work back to the possible causes.
• Benefit : even the smallest of causes are not ignored – better control.
• Check sheets : Useful in finding facts.
• It is used to systematically record and compile data from historical
sources, or observations as they happen, so that patterns and trends
can be clearly detected and shown.
• Since, Quality management has to be based on facts
• • Information such as What, where, how, who and when?
• • Maps Data versus frequency…
• Histograms: Used to summarize data from a process that has been
collected over a period of time, and graphically present its frequency
distribution in bar form.
• Pictures of data
• • Use Check Sheet
• • Data versus frequency
• • See patterns and variations.
• Used in identifying problems.
• Pareto Charts: Used in identifying problems
• Most effects occur from few causes- 80/20 rule
• Use data from Check Sheets & Histograms are ordered from most frequent
to least frequent.
• Scatter diagrams: Used for finding the potential solutions to the
problems.
• These diagrams are used to study and identify the possible relationship
between the changes observed in two different sets of variables.
• Use Run Charts.
• Control Charts: Control charts are used to monitor, control and improve
process performances over time by studying variations and its source.
• They provide common language for discussing process performance.
• Same as Run Chart but control limits are added
• • Control limits - Two horizontal lines
• • Upper control limit (UCL)
• • Lower control limit (LCL)