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[Partial Preview:] Introduction to Quality

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[Partial Preview:] Introduction to Quality

[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]

In today's business, quality is as important as it was ever before. As a key driver of customer satisfaction, quality transcends from products and services to the business model and customer experience. Moreover, successful Lean organizations in Japan are built on a strong foundation of quality. For without quality, delivering faster or cheaper is of no value to the customer.

This presentation introduces the basic concepts, philosophies and principles of quality. It includes the definitions of quality, benefits of quality improvement, teachings of the quality gurus, key elements of total quality, business excellence models, quality system and the methods and tools for quality improvement.

Also highlighted are the key quality mindsets and practices at the individual level: inspection is a poor substitute for quality; treat the next process as customer; quality begins with me; continuous improvement; and personal quality standards. 

LEARNING OBJECTIVES

1. Gain knowledge on the key concepts, philosophies and principles of Quality
2. Understand the Total Quality frameworks, methods and tools
3. Identify the challenges and best practices of Total Quality

CONTENTS

1. Key Concepts of Quality
2. Quality Philosophies and Principles
3. Quality Frameworks and Models
4. Quality Improvement Methods and Tools
5. Challenges and Best Practices

[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]

In today's business, quality is as important as it was ever before. As a key driver of customer satisfaction, quality transcends from products and services to the business model and customer experience. Moreover, successful Lean organizations in Japan are built on a strong foundation of quality. For without quality, delivering faster or cheaper is of no value to the customer.

This presentation introduces the basic concepts, philosophies and principles of quality. It includes the definitions of quality, benefits of quality improvement, teachings of the quality gurus, key elements of total quality, business excellence models, quality system and the methods and tools for quality improvement.

Also highlighted are the key quality mindsets and practices at the individual level: inspection is a poor substitute for quality; treat the next process as customer; quality begins with me; continuous improvement; and personal quality standards. 

LEARNING OBJECTIVES

1. Gain knowledge on the key concepts, philosophies and principles of Quality
2. Understand the Total Quality frameworks, methods and tools
3. Identify the challenges and best practices of Total Quality

CONTENTS

1. Key Concepts of Quality
2. Quality Philosophies and Principles
3. Quality Frameworks and Models
4. Quality Improvement Methods and Tools
5. Challenges and Best Practices

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[Partial Preview:] Introduction to Quality

  1. 1. INTRODUCTION TO QUALITY © Operational Excellence Consulting. All rights reserved.
  2. 2. © Operational Excellence Consulting LEARNING OBJECTIVES 2 Gain knowledge on the key concepts and principles of Quality Identify the challenges and best practices of Total Quality Understand the Total Quality frameworks, methods and tools
  3. 3. © Operational Excellence Consulting CONTENTS 3 KEY CONCEPTS OF QUALITY QUALITY PHILOSOPHIES & PRINCIPLES QUALITY FRAMEWORKS & MODELS QUALITY IMPROVEMENT METHODS & TOOLS 01 04 03 02 CHALLENGES & BEST PRACTICES 05
  4. 4. © Operational Excellence Consulting “ Quality is not an act, it is a habit.” ARISTOTLE 4
  5. 5. © Operational Excellence Consulting COVID-19 VACCINES MIX-UPS & DEFECTS 5
  6. 6. © Operational Excellence Consulting QUALITY IS NOT A FAD 6 Successful Lean organizations in Japan are built on a strong foundation of quality.
  7. 7. © Operational Excellence Consulting CUSTOMERS HAVE EXPECTATIONS OF QUALITY 7 The customer who receives a defective product is 100% dissatisfied.
  8. 8. © Operational Excellence Consulting TRADITIONAL INSPECTION IS A POOR SUBSTITUTE FOR QUALITY 8 Traditional 100% inspection does not provide 100% defect-free products.
  9. 9. © Operational Excellence Consulting 9 Why does it always seem we have plenty of time to fix our problems, but never enough time to prevent the problems by doing it right the first time?
  10. 10. © Operational Excellence Consulting “ Quality is more important than quantity. One home run is much better than two doubles.” STEVE JOBS 10
  11. 11. © Operational Excellence Consulting MINDSET OF A NON-QUALITY THINKER 11 “Quality improvement activities only increase our workload.” “Quality is the responsibility of the QA department.” “Building quality into the design and manufacturing processes will only increase product cost.” “Zero defect is not possible.”
  12. 12. © Operational Excellence Consulting 12 WHAT IS QUALITY? “Fitness for purpose or use.” “Degree to which a set of inherent characteristics fulfils requirements.” “Conformance to requirements.” “Quality is what the customer says it is.” “A predictable degree of uniformity and dependability, at low cost and suited to the market.” Joseph M. Juran Philip B. Crosby Armand V. Feigenbaum ISO 9000 W. Edwards Deming
  13. 13. © Operational Excellence Consulting WHAT QUALITY IS NOT 13 ● A flavor of the month ● The job of the QA department ● 100 percent inspection ● An ISO 9000 quality management system ● Churning out tons of Standard Operating Procedures ● A machine vision system ● Requiring supervisors to constantly “police” the operators ● A rigorous Six Sigma Green Belt certification program ● Another one of those “Extra Curricula Activities”
  14. 14. © Operational Excellence Consulting BENEFITS OF QUALITY IMPROVEMENT 14 Improve company image and reputation Build problem-solving skills and improve employee morale Improve productivity and competitiveness Develop a culture of continuous improvement and innovation Maintain customer satisfaction and loyalty High cost of poor quality (e.g. rework, scrap, warranty claims)
  15. 15. © Operational Excellence Consulting We See Only the Tip of the Iceberg POOR QUALITY COSTS A TYPICAL COMPANY 15-20% OF SALES ANNUALLY 15 Scrap Rework Rejects Warranty claims Maintenance and service Additional labor hours Visible Less Visible Quality engineering and administration Inspection/test (materials, equipment, labor) Expediting Cost to customer Excess inventory Longer cycle times Quality audits Vendor control Lost customer loyalty Improvement program costs Process control
  16. 16. © Operational Excellence Consulting TOTAL CUSTOMER SATISFACTION 16 SERVICE QUALITY PRODUCT QUALITY INNOVATION TOTAL CUSTOMER SATISFACTION & LOYALTY Source: Adapted from Alex Trotman, ex-CEO Ford Motor Company
  17. 17. © Operational Excellence Consulting TOWARDS A TOTAL QUALITY CULTURE 17 Today’s Culture Tomorrow’s Culture Quality Principles & Methodologies Organizational Values
  18. 18. © Operational Excellence Consulting QUALITY TRANSFORMATION REQUIRES A CULTURE CHANGE 18 Work Systems & Processes Behavior Attitude Culture The way we act The way we think Quality awareness and improvement
  19. 19. © Operational Excellence Consulting QUALITY STARTS WITH EACH AND EVERYONE OF US 19 We ensure that our work is done right first time before passing it to the next process.
  20. 20. © Operational Excellence Consulting QUALITY & PERSONAL VALUES 20 Personal initiative has a positive impact on business success Quality begins with personal attitudes Quality-focused individuals often exceed customer expectations Attitudes can be changed through awareness and effort (e.g., adhering to personal quality standards)
  21. 21. © Operational Excellence Consulting 1. On time for meetings 2. Agenda for every meeting 3. Phone: answer in 2 rings 4. Email: respond within 1 day 5. Voice mail: cleared same day 6. Briefcase work: within 1 day 7. Organize your workstation for maximum productivity PERSONAL QUALITY STANDARDS 8. Communicate daily with associates 9. Communicate daily with customers 10. Treat others with respect and dignity 11. Honesty in all dealings with others and yourself 12. Participate or lead in continuous improvement projects 21
  22. 22. © Operational Excellence Consulting CHALLENGES OF TOTAL QUALITY IMPLEMENTATION 22 Inability to change organizational culture (behaviors) 2 Lack of focus on internal and external customers’ needs 3 Lack of management commitment 1 Not dedicating resources and time to quality efforts 4 Lack of continuous training and education 5 Lack of empowerment and teamwork 7 Lack of management review 8 Lack of data collection, measurement and analysis 6 Resistance to change 9 Continuous improvement is not continuous 10 Source: J. M. Juran
  23. 23. © Operational Excellence Consulting “ In the race for quality, there is no finish line.” DAVID KEARNS 23 Former CEO of Xerox
  24. 24. © Operational Excellence Consulting Operational Excellence Consulting is a management training and consulting firm that assists organizations in improving business performance and effectiveness. Based in Singapore, the firm’s mission is to create business value for organizations through innovative design and operational excellence management training and consulting solutions. For more information, please visit www.oeconsulting.com.sg ABOUT OPERATIONAL EXCELLENCE CONSULTING

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