The document provides an overview of various quality management concepts and tools including: - Total Quality Management (TQM) which aims to design high quality products and ensure consistent production. - Six Sigma which seeks to reduce process variation and eliminate defects through tools like DMAIC (Define, Measure, Analyze, Improve, Control). - ISO 9000 standards for quality management systems which many companies adopt for global competitiveness. - Various analytical tools used in quality improvement like control charts, flow diagrams and cause-and-effect diagrams.

6. Dimensions of Quality Examples

7. Costs of Quality (COQ) Costs of inspection, testing, and other tasks to ensure that the product or process is acceptable sum of all costs to prevent defects Costs for defects incurred within the system: scrap, rework, repair Costs for defects that pass through the system External Failure Costs Appraisal Costs Prevention Costs Internal Failure Costs Costs of Quality

11. Six Sigma Quality: DMAIC Cycle Cases/examples from classmates 1. Define (D) 2. Measure (M) 3. Analyze (A) 4. Improve (I) 5. Control (C) Customers and their priorities Process and its performance Causes of defects Remove causes of defects Maintain quality

14. Upper Tolerance = 16.8 Lower Tolerance = 15.2 Process Mean = 15.875 Std. Dev. = .529 What percentage of boxes are defective (i.e. less than 15.2 oz)? Z = (x – Mean)/Std. Dev. = (15.2 – 15.875)/.529 = -1.276 NORMSDIST(Z) = NORMSDIST(-1.276) = 0.100978 Approximately, 10 percent of the boxes have less than 15.2 Ounces of cereal in them!

18. Analytical Tools for Six Sigma and Continuous Improvement: Flowchart

19. Analytical Tools for Six Sigma and Continuous Improvement: Runchart Can be used to identify when equipment or processes are not behaving according to specifications MEASURE 0.44 0.46 0.48 0.5 0.52 0.54 0.56 0.58 1 2 3 4 5 6 7 8 9 10 11 12 Time (Hours) Diameter

21. Analytical Tools for Six Sigma and Continuous Improvement: Pareto Analysis Can be used to find when 80% of the problems may be attributed to 20% of the causes ( MEASURE ) Assy. Instruct . Frequency Design Purch. Training Other 80%

22. Analytical Tools for Six Sigma and Continuous Improvement: Histogram Can be used to identify the frequency of quality defect occurrence and display quality performance ( MEASURE) Number of Lots Data Ranges Defects in lot 0 1 2 3 4

23. Analytical Tools for Six Sigma and Continuous Improvement: Cause & Effect Diagram

24. Analytical Tools for Six Sigma and Continuous Improvement: Opportunity Flow Diagram IMPROVE Value added activities (Vertical steps) vs. Non-value added activities (horizontal steps)

25. Analytical Tools for Six Sigma and Continuous Improvement: Control Charts Can be used to monitor ongoing production process quality and quality conformance to stated standards of quality

28. The Shingo System: Example Exhibit 8.10 Poka-Yoke Example (Placing labels on parts coming down a conveyor)