Presentation(Quality Management) 2

8/14/2019 Presentation(Quality Management) 2

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QUALITYMANAGEMENT(OPERATIONSMANAGEMENT)

Engr. Mary Jane S. Orpilla


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What is Quality?

the totality of features and characteristics of a

product or service that bears on its ability to

satisfy stated or implied needs (adapted from

the American Society for Quality )

lies in the eyes of the beholder

conforming to the standards and making it

right the first time.


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Strategic Role of Quality

Company reputationQuality will show up inperceptions about the firms new products,employment services practices, and supplierrelations.

Product liabilityThe courts increasingly holdorganizations that design, produce, or distributefaulty products. Regulations and standards aremade to safeguard the consuming public.

Global ImplicationsTo compete globally.


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Quality Planning

Quality ControlQuality Assurance

Quality Improvement

4 Components of Quality

Management


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Quality Planning

Systematic process that translates quality

policy into measureable objectives and

requirements, and lays down a sequence of

steps for realizing them within specifiedtimeframe.

It comprises two parts; the Quality Assurance

Planlists the independent reviews needed and

the Quality Control Planlists the internal

reviews needed to meet your quality targets.


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Quality Control

is a process by which entities review the

quality of all factors involved in production.

Is concerned with the checking and reviewing

work that has been done

emphasizes testing of products to uncover

defects, and reporting to management who

make the decision to allow or deny therelease,


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the role of inspection

The philosophy of inspection is only preventive

and not remedial.

inspection of products is measuring or

checking its quality in terms of tolerances ofspecified feature of needed design, or

standard

three basic areas of inspection receiving inspection,

in-process inspection and

Final inspection


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Quality Assurance

is the systematic monitoring and evaluation of

the various aspects of a project, service or

facility to maximize the probability that

minimum standards of quality are beingattained by the production process

Two principles included in QA are:

"Fit for purpose" - the product should be suitablefor the intended purpose; and

"Right first time" - mistakes should be eliminated.


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Quality Improvement

uses quantitative and qualitative methods to

improve the effectiveness, efficiency, and

safety of processes and systems, as well as

the performance of human resourcesindelivering products and services.

To achieve a new level of performance, it is

essential to change the system.
http://www.urc-chs.com/health_workforce_developmenthttp://www.urc-chs.com/health_workforce_development


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(Tools for Quality Management)

FRAMEWORK OF QUALITY

MANAGEMENT


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ISO 9000 SERIES OF

STANDARDS ISO 9000Fundamentals and Vocabulary: this

introduces the user to the concepts behind themanagement systems and specifies the terminologyused.

ISO 9001Requirements: this sets out the criteriayou will need to meet if you wish to operate inaccordance with the standard and gain certification.

ISO 9004Guidelines for performance improvement:

based upon the eight quality management principles,these are designed to be used by senior managementas a framework to guide their organizations towardsimproved performance by considering the needs of allinterested parties, not just customers.


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ISO 14001

is actually a SERIES of international standards

on environmental management. It provides a

framework for the development of both the

system and the supporting audit program was first published in 1996 and specifies the

actual requirements for an environmental

management system. It applies to those

environmental aspects which the organization

has control and over which it can be expected

to have an influence.


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exist to help organizations

(a) minimize how their operations (processes etc.)

negatively affect the environment (i.e. causeadverse changes to air, water, or land);

(b) comply with applicable laws, regulations, and

other environmentally oriented requirements, and

(c) continually improve in the above.


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Benefits ISO 14001

organisations can reap a number of economicbenefits including higher conformance withlegislative and regulatory requirements

minimize the risk of regulatory and environmental

liability fines

improve an organizations efficiency (Delmas 2001),leading to a reduction in waste and consumption ofresources,

operating costs can be reduced providing them with a competitive advantage against

companies that do not adopt the standard (improvedpublic perception)


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TOTAL QUALITY MANAGEMENT

(TQM)

is based on the ideas of W. Edward Deming,

Philip B. Crosby, and Joseph M. Juran, quality-

control experts in the United States and Japan.

is a managementphilosophy and strategydesigned to involve all members of an

organization in the process and responsibility

for producing quality productsand services.

refers to a quality emphasis that encompasses

the entire organization from supplier to

customer
http://american-business.org/2441-w-edwards-deming.htmlhttp://american-business.org/525-management.htmlhttp://american-business.org/665-product.htmlhttp://american-business.org/745-services.htmlhttp://american-business.org/745-services.htmlhttp://american-business.org/665-product.htmlhttp://american-business.org/525-management.htmlhttp://american-business.org/2441-w-edwards-deming.html


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7 Concepts for Effective TQM

1) Continous improvement

2) Six Sigma

3) Employee Empowerment

4) Bench Marking

5) Just-in-time (JIT)

6) Taguchi Concepts

7) Knowledge of TQM tools


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Continuous Improvement

1.PLAN

2. DO3.CHECK

4. ACT


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Six Sigma

Describes a process,product or services withextremely highprobaability (99.9997%

accuracy) seeks to improve the

quality of process outputsby identifying andremoving the causes of

defects (errors) andminimizing variability inmanufacturing andbusiness processes.

Originally developed byMotorolla


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Employee Empowerment

Building Communication

Developing open, supportive supervisors

Moving responsibility from both management

and staff to production employees

Creating such formal organization structures

as teams and quality circles


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Bench Marking

Involves selecting a demonstrated standards

of products, services, costs or BEST practices

that represent the very performance fro

processes and activities very similar to yourown.

E.g.percentage of defects, cost per unit or percycle, processing time per unit, service response

time, return on investment, customer satisfaction

rate, and customer retention rates


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Just-in-Time (JIT)

Demand driven inventory system in whichmaterials, parts, sub-assemblies and supportitems are delivered just when needed and neithersooner or later

Cuts the cost of quality (cost effective)

Improves quality

Better quality means less inventory and a better,easier-to-employ JIT system

More customer responsive

less capital tied up in raw materials and finishedgoods inventory


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Taguchi Concepts

statistical methods developed by Genichi

Taguchi to improve the quality of manufactured

goods, and more recently also applied to,

engineering, biotechnology, marketing andadvertising.

includes three principal contributions tostatistics:

- A specific loss function

- The philosophy of off-line quality control; and

- Innovations in the design of experiments.


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Knowledge of TQM Tools

Check sheets

Scatter Diagrams

Cause and Effect Diagrams

Pareto Charts

Flowcharts

Histograms

Statistical Process Control


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Check Sheet

A form that is

designed for

recording data

Helps analysts findthe facts or patterns

that may aid

subsequent

analysis.


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Scatter Diagram

Shows the

relationship between

two measurements


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Cause-and-effect Diagram

A.k.a. fish bone chart/

Ishikawa /diagram

4 Ms

Material

Machinery/ Equipment

Manpower

Methods


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Pareto Charts

Method of organizingerrors, problems, ordefects to help focus onproblem solving efforts

named after VilfredoPareto, is a type of chartthat contains both barsand a line graph, whereindividual values are

represented in descendingorder by bars, and thecumulative total isrepresented by the line.
http://en.wikipedia.org/wiki/Vilfredo_Paretohttp://en.wikipedia.org/wiki/Vilfredo_Paretohttp://en.wikipedia.org/wiki/Bar_charthttp://en.wikipedia.org/wiki/Line_charthttp://en.wikipedia.org/wiki/Line_charthttp://en.wikipedia.org/wiki/Bar_charthttp://en.wikipedia.org/wiki/Vilfredo_Paretohttp://en.wikipedia.org/wiki/Vilfredo_Paretohttp://en.wikipedia.org/wiki/Vilfredo_Pareto


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Flowcharts

Graphically presents

a process or a

system using

annonated boxesand interconnected

lines.

Great tool to explain

a process


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Histograms

Shows the range invalues of ameasurement andthe frequency withwhich each valueoccurs

Shows frequently

occuring readingsas well as variationsin readings (prob.Distribution)


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Statistical Process Control

Monitors standards,

makes

measurements, and

takes correctiveaction as a product or

service being

produced.

E.g. control chartsA graphic presentations

of data over time that

shows the upper and

lower limits for a

process being


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TQM in Services

The service sector is highly dependent on theinteractions of employees and customers. Ahigh proportion of a service product is createdby the employees in their interaction with theclient.

The effectiveness of the interrelationshipbetween TQM concept and Human Resource

Management (HRM) is critical It is, important for services providers to

understand that it is the employees, not themanagers, who are in charge of quality at

service companies.


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an effective application of TQM in service

companies requires high levels of employee

job satisfaction, and greater discretionary

authority for employees interacting withcustomers.

High quality in services industries means,

among other things, that the employee

interacting with a customer can solve the

customer's problem then and there, as

opposed to telling a customer that "We'll get

back to you "

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Presentation(Quality Management) 2