QualityMgmt SMK Overview Publish1 v1 20Jul12

7/31/2019 QualityMgmt SMK Overview Publish1 v1 20Jul12

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Quality ManagementShirish M. Kulkarni


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@Shirish M. Kulkarni 2


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Masters in Manufacturing and Automation Certified PMP Execut ive General Management Program IIM

Bangalore Cert if ied SCRUM Master ITIL Foundation Certi fied

Tata Consulting Engineers - DesignConsultancy KSB Pumps - Pump Manufacturing Company TELCO / Tata Motors/ TTIL Car/ Truck

Manufactur ing Company PTC R&D - CAD/ CAM/ PLM Product Company BMC Sof tware - Business Services Management

Product Company Geometric Ltd - PLM Services Company Tata Consul tancy Services Software Consul ting

Services

Owner of Qualit y function across the experience

3@Shirish M. Kulkarni


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1. Overview of QM in thecontext of overallf ramework of BusinessModels and GlobalEnvironment (S1)

2. Stakeholder perspectiveof TQM and the role /responsibi li t ies ofLeaders at all levels (S2)

3. Quality Management

Planning (S3)4. Quality Management

Deployment (S4)5. Test1 Discussions (S5)

1. Customer Focus foremost element ofTQM (S6 & S7)

2. Contribution of ProcessManagement to TQM(S8 $ S9)

3. Test2 Discussions(S10)


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1. Importance of DMAIC (Define, Measure,Analyze, Improve, Control) systems andKnowledge Management within TQM world

2. Employee Focus : Mot ivation andEmpowerment3. Diversity of Business Results and monitored

within TQM (S14)4. TQM Applications within diverse range of

industries (S15)



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1. Lean Methodology2. Six Sigma Methodology3. Combination of Lean and Six Sigma4. Lean Six Sigma for Services5. Critical Success Factors for Six Sigma

6. Value Stream Mapping7. Quality Management System8. Assignment

1. Successful TQM / Six Sigmaimplementations in India / outside india

9. Case studies1. Six sigma successful2. Six sigma failure3. Six sigma insurance sector



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IndustryType TotalSoftware Services 26

Manufacturing 13

Finance 3

R&D 2

HealthCare 2Not Sure 2

Education 1

Self 1

Grand Total 50


IndustryType Name of Company TotalSoftware Services AURA SOFTWARE PVT LTD 1

AVAYA INDIA 1

Bridge2Tech Consultancy Pvt Ltd 1

CapGemini India Ltd. 1

Cognizant Technology Solutions Pvt. India Ltd. 1

Eaton India Pvt. Ltd 1

HCS Learning Techniques Private Limited 1

HSBC-GLT Software Development Centre 1

IBM India Pvt Ltd 1

Infosys Technologies Limited 2

KPIT Cummins Infosystems Limited 1Neilsoft Ltd 1

Nokia India Pvt. Ltd. 1

Opimix Technologies Pvt. Ltd 1

Professional labs 1

S1 Services (India) Pvt. Ltd. 1

Sci-Edge Information 1

Siemens PLM Software (India) Pvt Ltd 1

Sungard Technology Services 2

Sunsignsolutions Private Limited 1

Tata Consultancy Services 2

Tech Mahindra 1

TPSOFT 1

Software Services Total 26Manufacturing CSS Corp Pvt Ltd 1

Demag Cranes & Components (I) Pvt. Ltd. 1

DEMAG CRANES AND COMPONENTS INDIA PVT. LTD. 1

DSM ENGINEERING PLASTICS 1

Hallibirton Energy Services Inc 1

HUSCO HYDRAULICS PVT. LTD. 1

JCB Manufacturing Pune 1

MAHINDRA NAVISTAR ENGINES PVT LTD 1

MAN INFRAPROJECTS LTD. 1

Manitowoc Cranes- Potain India Pvt Ltd 1

Racold Thermo Ltd ( Previously Merloni TermoSanita 1

RENISHAW METROLOGY SYSTEMS INDIA LTD 1

THYSSENKRUPP INDUSTRIES INDIA PVT. LTD. 1

Manufacturing Total 13Finance CREDIT-SUISSE SERVICES INDIA PVT. LTD. 1

HSBC Software Pvt Ltd 1

ICICI BANK LTD 1

Finance Total 3

R&D SAS R&D 1

SAS Research and Development India, Pune 1

R&D Total 2

HealthCare MD India Health Care Services 1

Noble Hospital 1

HealthCare Total 2

Not Sure NA 1

Sheffield Haworth India 1

Not Sure Total 2

Education SYMBIOSIS SOCIETY 1Education Total 1

Self SELF EMPLOYED 1

Self Total 1

Grand Total 50


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Quality Control and Total Qualit yManagement Jain

Jurans Quality Planning and Analysis forEnterprise Quality Frank M. Gryna, RichardC.H. Chua, Joseph A. Defeo

Total Quali ty Management K. ShridharaBhat

The Essence of Total Quality Management Hunsen and Ghare Managing for Total Quality Logothet ic

Quality Problem Solving Smith ISO 9000 Kairon



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Testing the understanding and focus onapplicat ion of the concepts with real l ifeexamples

Will not be object ive type Will be industry neutral Could be open book test : Complete attent ion in

our sessions will ensure a good amountof coverage in the examinat ion



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Quality is a company- wide process Quality is what customer says it is Quality and Cost are sum and not difference Quality requires both individual and team

work Quality is a way of managing Quality and Innovat ion are mutually

independent Quality should be part of ethics Quality leads to cont inuous improvement Quality is most cost- effect ive, least capital

intensive route to productivity



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What is Quality? = > Measures of Quality Why it is required? = > Goals for Quality For whom is it required? = > Stakeholders How is it achieved? = > Standards /

Processes / Frameworks

What are (differences between)? Quality and Reliabi lit y? Quality Assurance and Quality Cont rol? Quality and Excellence? Excellence and Cont inuous Improvement?



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Quality processes cannot be justified simply because"everyone else is doing them" - but return on quality (ROQ)has dramatic impacts as companies mature.

Research shows that the costs of poor quali ty can rangefrom of business costs (e.g., rework, returns or

complaints, reduced service levels, lost revenue).

Most businesses do not know what their qualit y costs arebecause they do not keep reliable stat istics.

Finding and correcting mistakes consumes an inord inatelylarge port ion resources.

Typically, the cost t o eliminate a failure in the customerphase is five times greater than it is at the developm ent ormanufactur ing phase.

Effective quali ty management decreases production costsbecause the sooner an error is found and corrected, theless costly it will be.



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Customer (Internal/ External) Need &XVWRPHU5HTXLUHPHQWV 5HTXLUHPHQWV6SHFLILFDWLRQ

'HVLJQ'RFXPHQW&RPSRQHQW'UDZLQJVModels / Assembly Structures

0DQXIDFWXULQJ,PSOHPHQWDWLRQ 3URGXFW)LQLVKHG6HPL- f inished)

?

= > = > DEJECTED/ UNHAPPY CUSTOMER = >Loss of revenue = > Lost customer = > Lost

Credibi lit y / OR = > = > HAPPY CUSTOMER = > Revenue /

Repeat / Loyal Customers / Successfu l Organization



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Operational Excel lence Cont inuous Improvement

14

People

1. Attrition

2. EmployeeReferrals

3. CSAT

4. EngagementIndex

Process, Tools,and Infra-structure

1. Maturity levels

2. DeliveryConsistency

Customers

1. CSI Index

2. Measures of Value toCustomer (TCO,Productivity, RepeatBusiness, Growth)

3. Customer Escalations4. Relationship index

5. New Customers

Management

1. Revenue

2. Margins

3. Cost control

4. Number ofcustomers

5. Predictability ofresults

6. New BusinessVerticals

14

ContinuousImprovement


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Customer Perceived Value Overall Sat isfact ion

Complaints Gains and Losses of Customers Customer Awards and Recognitions

Finance & Market Return on Equity Return on Investment Operating Profit Earning Per Share Market Share %New Product Sales



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Human Resources Absenteeism Employee Turnover Employee Satisfact ion Training Effect iveness Grievances Suggestion Rates

Supplier Quality Delivery Price Cost Savings



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Company Specif ic Defects and Errors Employee Satisfact ion Cycle Time Regulatory / Legal Compliance New Product Introductions Community Service Safety Environmental



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Meaning of Quality Management?? Global Environment

Globalization 'HVLJQ$Q\ZKHUH0DQXIDFWXUH$Q\ZKHUH'HVLJQManufacturing)

Order Anywhere and Delivery Anywhere (SupplyChain Management)

Global Markets / Custom ers / Reach to Markets /Distr ibution Channels

Competition (Time to Design, Time to Market, NewProduct Introduction)



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Sample SWOT Analysis- KPITStrengths

Reputation and penetrationwith the existing mechanicalcustomers (ent ry bar r ior )

Speciali zed and highly ski l ledresource pool

Successful M& A Strategy

Strong al l iances wi th SAP,PTC

Weakness

Heavy dependence onMechanical indust ry ver t ical Employee ali gnment andatt r i t ion levels (15 -> 30%)

T& M to Fixed Pr iceengagement ratio

Onsite/Offshore ratio Onsite Utilization

Oppor tun i t ies

New Markets Exploit CAGR for PLM :explorati on of exist ingmarkets Diversi fy in other Markets Mine exist ing accounts I nnovate Bhart Forge JV

Threats Compet i t ion Engineer ing Services German Companies PLM, MFGIT, ERP

Giants Wipro, Infosys, TCS ,Satyam Scalability andspecialization TCS ent ry in Cummins Global slowdown Rupee Appreciat ion

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For the year FY10,we havela id out fo llowing prior ity areas with

the them e of CUSTOMER VALUE DELIVERY thr ough LEADERSHIP

OFFERINGS& INNOVATION delivered by PRACTICES:

Cont inue t o invest in Imp roving customersatisfaction, zero- defect and on tim e delivery. Focus on Value addition tocustomers.

by m anagi ng cash wel l, reducing receivables,cont ro ll ing capit alexpenditure.

br ing abo ut im provement in net prof it mar gins t hroug hbetter produ ctivity, reuse of assets, rework reduction and deployment oftools, improve operational efficiency through better utilization and peoplepyramid.

br oad b ase our Talent Managem ent In it iat ivesincluding certification based competency improvement.

cont inue t o f ocus on i dent if ied li st of cust omers i nclud ing mu stwin list, India strategy implementation.

bui ld ing sp ecif ic practi ces and of fer ings m appedon to specific custom ers and geographies.

To be a world-class Oil andGas Company integrated inenergy business withdominant Indian leadershipand global presence.

Sustain ITC's position as one ofIndia's most valuablecorporations through worldclass performance, creatinggrowing value for the Indianeconomy and the Companysstakeholders

To be amongst the most admired and mosttrusted integrated utility companies in the world,delivering reliable and quality products andservices to all customers at competitive costs,

with international standards of customer care thereby creating superior value for allstakeholders.To set new benchmarks in standards of corporateperformance and governance through the pursuitof operational and financial excellence,responsible citizenship and profitable growth.


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Quality? Importance of Quality? Total Qualit y Management?

In global environment context In competitive context

Mapping to Strategies of Organizations



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Impact of Quality Elements of Quality Management Qualit y Standards / Recommendations /

Frameworks Cost of Quality Open Discussion about a Quality Failures



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Please make a 3 slide presentat ion onexample of a qualit y failure in your company

/ department

Out line the dimensions and analysis of thefailure and correct ive measures

Open discussions



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QualityMgmt SMK Overview Publish1 v1 20Jul12