Institute vigorous training and education programs
Develop a commitment from top management to implement above 13 points
Deming’s 14 Points (cont.)
Deming Wheel: PDCA Cycle 1. Plan Identify problem and develop plan for improvement. 2. Do Implement plan on a test basis. 3. Study/Check Assess plan; is it working? 4. Act Institutionalize improvement; continue cycle.
every employee has undergone extensive training to provide quality service to Disney’s guests
Quality Circle Presentation Implementation Monitoring Solution Problem results Problem Analysis Cause and effect Data collection and analysis Problem Identification List alternatives Consensus Brainstorming Training Group processes Data collection Problem analysis Organization 8-10 members Same area Supervisor/moderator
Yield=(total input)(% good units) + (total input)(1-%good units)(% reworked) or Y=(I)(%G)+(I)(1-%G)(%R)
Product Cost Product Cost where: K d = direct manufacturing cost per unit I = input K r = rework cost per unit R = reworked units Y = yield
Computing Product Yield for Multistage Processes Y = ( I )(% g 1 )(% g 2 ) … (% g n ) where: I = input of items to the production process that will result in finished products g i = good-quality, work-in-process products at stage i
Check Sheet COMPONENTS REPLACED BY LAB TIME PERIOD: 22 Feb to 27 Feb 2002 REPAIR TECHNICIAN: Bob TV SET MODEL 1013 Integrated Circuits |||| Capacitors |||| |||| |||| |||| |||| || Resistors || Transformers |||| Commands CRT |
Control Chart 18 12 6 3 9 15 21 24 2 4 6 8 10 12 14 16 Sample number Number of defects UCL = 23.35 LCL = 1.99 c = 12.67
Cause-and-Effect Diagram Quality Problem Out of adjustment Tooling problems Old / worn Machines Faulty testing equipment Incorrect specifications Improper methods Measurement Poor supervision Lack of concentration Inadequate training Human Deficiencies in product design Ineffective quality management Poor process design Process Inaccurate temperature control Dust and Dirt Environment Defective from vendor Not to specifications Material- handling problems Materials
Many overseas companies will not do business with a supplier unless it has ISO 9000 certification
ISO 9000 accreditation
A total commitment to quality is required throughout an organization
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