Quality Management

What Is Quality?

• a degree or level of excellence

• totality of features and characteristics that satisfy needs without deficiencies

• Consumer’s and producer’s perspective

Quality Guru’s – Name to fewArmand Fiegenbaum – Total Quality

Mgmt.

Walter A. Shewhart – Statistical Q C

W. Edward Deming – PDCA ->PDSA

Joseph M. Juran – Cost of poor Quality

Phil Corsby – Zero defects program

Genichi Taguchi – Taguchi loss Function

Kaoru Ishikawa – Fishbone Cause and effect diag.

“The key is not to prioritize what’s on your schedule, but to schedule your priorities”The 7 Habits of Highly Effective People – Stephen R. Covey

Failing to plan is planning to Fail…

2. DoTest the

plan

3. Check / Study Is the plan

working?

4. ActImplement

the plan

1.PlanIdentify the

improvement and make a plan

Shewhart’s / Deming’s –PDCA / PDSA Model

Breakdown barriers between departments.

Management should learn their responsibilities, and take on leadership.

Supervision should be to help people and machines and gadgets to do a better job.

Improve constantly and forever the system of production and service.

Institute a vigorous program of education and self-improvement.

Key concepts of W. Edwards Deming’s 14 point theory of Quality Management -

Kaizen – Continuous Improvement Represents continual improvement of all

processes Involves all operations and work centers

including suppliers and customers People, Equipment, Materials, Procedures

1. Define (D)* Identify customers and their priorities.

* Identify a project suitable for Six Sigma efforts.

* Identify CTQs (critical to quality characteristics).

2. Measure (M)* Determine how to measure the process and how is it

performing.

* Identify the key internal processes that influence CTQs.

3. Analyze (A)* Determine the most likely causes of defects.

* Understand why defects are generated

4. Improve (I)* Remove causes of the defects.

* Confirm the key variables and quantify CTQ effects.

* Identify maximum acceptable ranges.

* Modify the process to stay within the acceptable range.

5. Control (C)* Maintain the improvements.

* Ensure key variables remain within ranges

Six Sigma - DMAIC approach

Set your goals?

SpecificMeasurableAchievableRealisticTime bounded

How much you are worth per hour ?

ServiceSpecificationsat UPS…

Reliability Responsiveness

Competence Access

Courtesy Communication

Credibility Security

Tangibles Understanding / Knowing the customer

Determinants of Quality

Haresh Gianani