GE6757 - TOTAL QUALITY MANAGEMENT

-M.SENTHIL KUMAR, AP/CSE
-III – CSE
-VI – EVEN SEM (2015-16)
GE6757 - TOTAL QUALITY
MANAGEMENT
(Regulation 2013)

Subject
Name:
TOTAL QUALITY
MANAGEMENT
Subject
Code:
GE67
57
Unit No: 3
Year: III Branch: CSE
Faculty
Name:
M.SENTHIL KUMAR
Topic
No.
Topic Name
Sources
*Mode of
teaching
Real life /
Real time
Application
s
Cumulative
Period
Chapter
No
Page
No
17.1
The Seven Traditional Tools
of Quality(Check sheet,
Pareto Chart, Flow chart,
Cause & Effect Diagram)
W1 --- PPT
Mercedes
Benz
13
17.2
The Seven Traditional Tools
of Quality(Histogram,
Scatter Diagram, Control
Chart)
W1 --- PPT 14
18.1
New Management Tools
(Affinity diagram, Inter-
relationship diagram, Tree
T1 443 PPT
Ford
Customer
care
15TQM by ... M.Senthil
Kumar
2

18.2
New Management Tools
(Prioritization matrices,
PDPC, Arrow Diagram)
T1 443 PPT
Ford
Customer
care
16
19.1
Six Sigma – Concepts &
Methodology
T1 147
VIDE
O
Toyota and
Honda 17
19.2
Six Sigma – Applications
to manufacturing
T1 149
VIDE
O
Toyota
and
Honda
18
20
Service Sector including
IT
T1 223 BB
IBM’s -
Service
19
21.1
Bench marking – Reason
to bench mark
T1 207 PPT Bell
Telephone
Laboratorie
s
20
21.2
Bench marking –
Benchmarking process
T1 207 PPT 21
22.1 FMEA – Stages T1 377 BB
IBM’s
Customer
Relationshi
22
TQM by ... M.Senthil
Kumar
3

Unit – III Syllabus
TQM by ... M.Senthil Kumar4
17. The Seven Traditional Tools of
Quality
18. New Management Tools
19. Six Sigma – Concepts &
Methodology
Six Sigma – Applications to
manufacturing
20. Service Sector including IT
21. Bench marking – Reason to bench
mark

TQM by M.Senthil Kumar6 home
The Seven Traditional Tools of Quality
Check Sheet
Pareto chart
Flow chart
Cause and Effect
Diagram
Histogram
Scatter Diagram
Control chart

TQM by ... M.Senthil Kumar
• Check sheet is a Form/Document used to collect
data in real time at the location where the data is
generated.
• Central tool for Quality Assurance programs.
• Specially useful for operational procedures.
• Could be derived from the flowchart and fishbone
diagrams.
7 home
Check Sheet

TQM by ... M.Senthil Kumar8 home

• A Pareto Chart is a type of chart that contains both
bars and line graph, where individual values are
represented in descending order by bars and the
cumulative total represented by the line graph.
• A graph to identify and plot problems /defects in
descending order of frequency.
• Principle of Pareto chart is: 80% of problems stem
from 20% of the various causes.
9 home
Pareto chart

10 home

Flow Chart
• A Flow Chart is a type of diagram that represents an
algorithm, workflow (or) process, showing the steps
as boxes of various kinds and their order by
connecting them with arrows.
• A Pictorial representation of describing a process
used to plan stages of a project or program.
home

• Also known as ISHIKAWA diagram and Fishbone
diagram.
• A diagram showing the cause of a certain event.
(i.e.) used to identify potential factors causing an
overall effect, also used to see all possible causes of
a result and hopefully find the root causes of
imperfection.
• It is called as fish-bone diagram because its shape is
similar to side view of a fish skeleton.
13 home
Cause and Effect Diagram

14 home

• It is a graphic summary of variation in a set of data and an
estimate estimate of the probability distribution of a
continuous variable (quantitative variable).
• A One uses the graph to show frequency distributions. It
looks very much like a bar chart.
• Sometimes it is said to be derived from the Ancient
Greek ἱστός (histos) – "anything set upright“
and γράμμα (gramma) – "drawing, record, writing". It is
also said that Karl Pearson, who introduced the term in
1891, derived the name from "historical diagram".
home
Histogram

•A scatter diagram is effectively a line graph with no line
- i.e. the point intersections between the two data sets are
plotted but no attempt is made to physically draw a line.
•A type of mathematical diagram using Cartesian
coordinates to display values for typically
two variables for a set of data.
•Sometimes it is called as scatter plot or scatter graph.
Scatter Diagram

-3
-2
-1
0
1
2
3
4
0 2 4 6 8
ExampleofScatterdiagram
Percentage of students attended special class
Students Satisfaction Scores
Satisfation
score

•Also called Shewhart charts or process-
behavior charts, in statistical process control are
tools used to determine if a manufacturing
or business process is in a state of statistical
control.
•The control chart is a graph used to study how a
process changes over time. Data are plotted in time
order.
•A control chart always has a central line for the
average, an upper line for the upper control limit
and a lower line for the lower control limit.TQM by ... M.Senthil Kumar19 home
Control Chart

home

TQM by M.Senthil Kumar21 home
The New Management Tools of Quality
Affinity Diagram
Inter-relationship
diagram
Tree Diagram
Matrix diagrams
Prioritization Matices
PDPC
Activity Network
Diagram

Affinity Diagram
•Also Called as affinity chart, K–J method Variation,
thematic analysis.
•An Affinity Diagram is a special type of
brainstorming process that is used for organizing
large groups of information into meaningful
categories. It helps us to clarify and make sense of a
large or complex problem .

Gift for all
Pen drive
Stationary
Items
Sweet box
Process
 Record each idea on cards or notes
 Look for ideas that seem to be related
 Sort cards into groups until all cards have been used.
Tour to Ooty
Enough
Amount
Celebration
at Ooty
New Year Celebration
in SSCE
home

Inter-Relationship Diagraph
•Shows cause–and–effect relationships. The
process of creating a relations diagram helps
a group analyze the natural links between
different aspects of a complex situation.
•Also called Network diagram or relations
diagram.

Example of Inter-relations diagram for identifying the potential causes
of late delivery:
• ‘Poor scheduling practices’ (6 outgoing arrows),
• ‘Late order from customer’ (5 outgoing arrows),
and

Tree Diagram
home
•Also called systematic diagram, tree
analysis, analytical tree, hierarchy diagram.
•Used to break down broad categories into
finer and finer levels of detail.
•It can map levels of detail of tasks that are
required to accomplish a goal or task.

Process
 Develop a statement of the goal.
 Ask a question that will lead you to the next level of
detail.
 Brainstorm all possible answers. Write each idea in a line
below. Show links between the tiers with arrows.
 Do a “necessary and sufficient” check. Are all the items at
this level necessary for the one on the level above?
 Each of the new idea statements now becomes the subject:
a goal, objective or problem statement.
 Continue to turn each new idea into a subject statement
and ask the question, till you reach a root cause.
 Do a “necessary and sufficient” check of the entire
diagram. Are all the items necessary for the objective?
home

Enter a
shop
Vanilla
Nuts
Sprinkles
Straw Berry
Nuts
Sprinkles
Chocalate
Nuts
Sprinkles
home
Goal/Objective is to eat ice-cream with
toppings
Statement of
the goal
Subject of the
Goal

Matrix Diagram
•This tool shows the relationship between items. At each
intersection a relationship is either absent or present. It then
gives information about the relationship, such as its strength,
the roles played by various individuals or measurements.
•Shows the relationship between two, three or four
groups of information.
• The most common type in matrix diagram for using 7
management tools in planning is L-Shaped matrix.
•L-shaped matrix is for 2-variables.

L-shaped 2 groups A<->B (or A<->A)
T-shaped 3 groups B <->A<->C but not B<->C
Y-shaped 3 groups A<->B<->C<->A
C-shaped 3 groups All three simultaneously (3-D)
X-shaped 4 groups
A <-> B <-> C <-> D <-> A
but not A <-> C or B <->D
Roof-
shaped
1 group
A <-> A when also A <-> B in L
or TTQM by ... M.Senthil Kumar
31
Six Different shaped Matrices are:
home

Customer A Customer B Customer C
Requirement
1
♣ √ ♣
Requirement
2
√
♣ ♣
Requirement
3
♣ √ √
Example for L-Shaped matrix
home

Prioritization Matrices
 This tool is used to prioritize items and describe them in
terms of weighted criteria. It uses a combination of tree
and matrix diagramming techniques to do a pair-wise
evaluation of items and to narrow down options to the
most desired or most effective.
 This tools prioritize issues, tasks, characteristics based on
weighted criteria using a combination of tree and matrix
diagram techniques. Once prioritized, effective decisions
can be made.
home

Year
Single
arrear
Two Arrear
Three
Arrear
Total
IV CSE 18 10 12 40
III CSE 8 6 4 18
II CSE 6 4 2 12
Result analysis for the Dept of CSE
home

PDPC – Process Decision Program Chart
35
A useful way of planning is to break down tasks into a
hierarchy, using a Tree Diagram.
The PDPC extends the tree diagram a couple of levels to
identify risks and countermeasures for the bottom level tasks.
Different shaped boxes are used to highlight risks and
identify possible countermeasures.
The PDPC is similar to the Failure Modes and Effects
Analysis (FMEA) in that both identify risks,
consequences of failure, and contingency actions; the
FMEA also rates relative risk levels for each potential
failure point.
• identifying what can go wrong (failure mode or risks)
• consequences of that failure (effect or consequence)
• possible countermeasures (risk mitigation action plan)
home

home
What if?
Objective
Plan
symposium
Presentatio
n
Speakers
Late
Have a
Substitute
Audio/Video
Fails
Have Back up Use AV -
Person
Registratio
n

Activity Network Diagram
Also called as Arrow diagram, network diagram, activity
chart, node diagram, CPM (critical path method) chart.
This tool is used to plan the appropriate sequence or schedule
for a set of tasks and related subtasks. It is used when subtasks
must occur in parallel.
Shows the required order of tasks in a project or process, the
best schedule for the entire project, and potential scheduling
and resource pro
 Two Types
• Arrow on Node.
• Arrow on Arrow.
home

home
Eg: showing the project turn-over in an
organization

TQM by ... M.Senthil
Kumar
39
 Set of techniques and tools for continuous process
improvement.
 Statistically oriented approach to process improvement,
designed to reach a quality level of less than 3.4 Defects Per
Million Opportunities (DPMO) for Critical-To-Quality
(CTQ) characteristics in a manufacturing or service process.
 Data-driven approach and methodology for eliminating
defects (driving toward six standard deviations between the
mean and the nearest specification limit) in any process –
from manufacturing to transactional and from product to
service.
home
SIX SIGMA (Ϭ)

What is Six Sigma?
Types of Six Sigma
Lean Six Sigma.
home

GE6757 - TOTAL QUALITY MANAGEMENT

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