PRINCIPLES
Quality planning and
analysis
Jeffy Joseph
Adhoc Faculty, NITC
DISCLAIMER
Most
Quality element
Previous state
TQM
Definition
Product-oriented
Customer-oriented
Priorities
Decisions
Short-term
Long-term
Emphasis
Detection
Prevention
Errors
Operations
System
Responsibility
Quality Control
Everyone
Problem solving
Managers
Teams
Procurement
Price
Life-cycle costs
Managers role
Delegate, coach,
facilitate, and mentor
SCOPE OF TQM
TQM
Principles &
Practices
Leadership
Customer
satisfactio
n
Employee
improvemen
t
Continuous
improvemen
t
Supplier
partnershi
p
Performance
measures
Tools &
Techniques
Quantitative
SPC
Acceptance
Sampling
Reliabilit
y
Experimental
design
FMEA
QFD
Non-quantitative
ISO 9000
ISO 14000
Benchmarkin
g
Total
productiv
e
Management
maintenan
tools
ce
Concurrent
engineering
ELEMENTS OF TQM
Philosophical
Generic
elements
tools
Tools used by QC department
PRINCIPLES OF TQM
Leadership
Customer
satisfaction
Employee involvement
Continuous process improvement
Supplier partnership
Performance measures
#1 LEADERSHIP
CHARACTERISTICS OF
SUCCESSFUL LEADERS
1.
2.
3.
4.
5.
CHARACTERISTICS OF
SUCCESSFUL LEADERS
6.
7.
8.
9.
10.
11.
12.
IMPLEMENTATION
PROCESS
IMPLEMENTATION
PROCESS
Quality council job
1.
2.
3.
4.
5.
6.
7.
8.
IMPLEMENTATION
PROCESS
Core values
- foster TQM behaviour and define the culture
- need to develop own values
Examples from Malcolm Baldrige National Quality Award
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Customer-driven excellence
Visionary leadership
Organizational and personal learning
Valuing employees and partners
Agility
Management for innovation
Management by fact
Systems perspective
Social responsibility
Focus results and creating value
#2 CUSTOMER SATISFACTION
Customer is always right in Japan
customer is King
Customer expectations constantly
changing 10 years ago acceptable, now
not any more!
Need to continually examine the quality
systems and practices to be responsive to
ever changing needs, requirements and
expectations Retain and Win new
customers
DIMENSIONS OF
QUALITY
Performance
Features
Conformance
Reliability
Durability
Service
Response
Aesthetics
Reputation
CUSTOMER PERCEPTION OF
QUALITY
1.
2.
3.
4.
5.
6.
Performance
Features
Service
Warranty
Price
Reputation
CUSTOMER FEEDBACK
Feedback
INFORMATION COLLECTING
TOOLS
Comment
Cards
Questionnaires
Focus Groups
Toll-free Telephone Lines
Customer Visits
Report Cards
The Internet
Employee Feedback
CUSTOMER RETENTION
Customer
PRINCIPLE #3 EMPLOYEE
INVOLVEMENT
THEORIES OF MOTIVATION
Maslows
Hierarchy of Needs
THEORIES OF MOTIVATION
THEORIES OF MOTIVATION
two factors:
EMPLOYEE EMPOWERMENT
Empowerment
authority
PRINCIPLES OF EMPLOYEE
EMPOWERMENT
Tell people what their responsibilities are.
Give them authority equal to the responsibility assigned to
them.
Set standards of excellence.
Provide them with training that will enable them to
maintain standards.
Give them knowledge and information.
Provide them with feedback on their performance.
Trust them and create trust worthiness in the organization.
Allow them to fail but guide them and counsel them when
needed.
Treat them with dignity and respect.
change.
The system needs to change to the new
paradigm.
The organization must provide
information, education, and skill to its
employees.
CHARACTERISTICS OF
EMPOWERED EMPLOYEES
They feel responsible for their own task.
They are given a free hand in their work.
They balance their own goals with those of the
organization.
They are well trained, equipped, creative, and
customer oriented.
They are critical, have self-esteem, and are
motivated.
They are challenged and encouraged.
They monitor and improve their work continuously.
They find new goals and change challenges.
is a process whereby
management shows acknowledgement
of an employees outstanding
performance
IMPORTANCE OF RECOGNITION
AND REWARD
Improve
employees morale
Show the companys appreciation for
better performance
Create satisfied workplace
Create highly motivated workplace
Reinforce behavioral patterns
Stimulate creative efforts
REWARD
TYPES OF REWARDS
Intrinsic
rewards
Extrinsic rewards
INTRINSIC REWARDS
1. Non-monetary forms of recognition to
acknowledge achievement of quality improvement
goals.
2. Celebration to acknowledge achievement of
quality improvement goals.
3. Regular expressions of appreciation by managers
and leaders to employees to acknowledge
achievement of quality improvement goals.
4. 360 degree performance appraisals feedback
from co-workers subordinates to customers is
incorporated into performance appraisals.
EXTRINSIC REWARDS
PROFIT
SHARING
GAIN SHARING
EMPLOYMENT SECURITY
COMPENSATION TIME
INDIVIDUAL BASED PERFORMANCE
SYSTEMS
QUALITY BASED PERFORMANCE
APPRAISALS
PERFORMANCE APPRAISAL
The
APPRAISAL FORMATS
Ranking
Narrative
Graphic
Forced
Choice
TEAMS
Employee involvement is optimized by the
use of teams
WHY TEAMS WORK :
TYPES OF TEAMS
Process
improvement team.
Cross functional team.
Natural work teams.
Self Directed / Self Managed work
teams
CHARACTERISTICS OF
SUCCESSFUL TEAMS
Sponsor
Team Charter
Team Composition
Training
Ground Rules
Clear Objectives
Accountability
Well-Defined decision procedure
Resources
Trust
Effective Problem Solving
Open Communication
Appropriate Leadership
Balanced Participation
STAGES OF TEAM
DEVELOPMENT
Farming
Storming
Norming
Performing
Maintenance
Evaluating
BENEFITS OF EMPLOYEE
INVOLVEMENT
BENEFITS OF EMPLOYEE
INVOLVEMENT
PRINCIPLE #4 - CONTINUOUS
PROCESS IMPROVEMENT
Continuous
process improvement is
designed to utilize the resources of the
organization to achieve a quality-driven
culture
WAYS TO IMPROVE
Reduce
resources
Reduce errors
Meet or exceed customer expectations
of downstream customers
Make the process safer
Make the process more satisfying to the
person doing it
Quality
Planning
Control
TYPES OF PROBLEMS
Compliance
Unstructured
Efficiency
Process
design
Product design
by Walter A. Shewart
Popularized by Edward Deming
It is an effective continuous
improvement technique
KAIZEN
Value added and non-value added activities
Muda
Motion study
Materials handling
Documentation
5s
Visual management
JIT
Poka yoke
Team dynamics
MUDA
Over
production
Delay
Transportation
Processing
Inventory
Wasted motion
Defective parts
VISUAL MANAGEMENT
Eg:
Andon
5s