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Quality Management
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],OBJECTIVES
Total Quality Management (TQM) Defined   ,[object Object]
Quality Specifications ,[object Object],[object Object],[object Object]
Costs of Quality  Costs of Quality External Failure   Costs Appraisal Costs Prevention Costs Internal Failure Costs
Six Sigma Quality ,[object Object],[object Object],[object Object]
Six Sigma Quality (Continued) ,[object Object]
Six Sigma Quality (Continued) ,[object Object],So, for every one million letters delivered this city’s postal managers can expect to have 1,000 letters incorrectly sent to the wrong address. Cost of Quality: What might that DPMO mean in terms of over-time employment to correct the errors?
Six Sigma Quality: DMAIC Cycle ,[object Object],[object Object],[object Object],[object Object]
Six Sigma Quality: DMAIC Cycle (Continued)   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
Analytical Tools for Six Sigma and Continuous Improvement: Flow Chart   No , Continue… Material Received from Supplier Inspect Material for Defects Defects found? Return to Supplier for Credit Yes Can be used to find quality problems
Analytical Tools for Six Sigma and Continuous Improvement: Run Chart Can be used to identify when equipment or processes are not behaving according to specifications 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
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 Assy. Instruct . Frequency Design Purch. Training Other 80%
Analytical Tools for Six Sigma and Continuous Improvement: Checksheet ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Monday Can be used to keep track of defects or used to make sure people collect data in a correct manner
Analytical Tools for Six Sigma and Continuous Improvement: Histogram Number of Lots Data Ranges Defects in lot 0 1 2 3 4 Can be used to identify the frequency of quality defect occurrence and display quality performance
Analytical Tools for Six Sigma and Continuous Improvement: Cause & Effect Diagram Possible causes: The results or effect Can be used to systematically track backwards to find a possible cause of a quality problem (or effect) Effect Man Machine Material Method Environment
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 970 980 990 1000 1010 1020 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 LCL UCL
Other Six Sigma Tools ,[object Object],[object Object],[object Object]
Six Sigma Roles and Responsibilities ,[object Object],[object Object],[object Object],[object Object]
The Shingo System: Fail-Safe Design ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
ISO 9000 ,[object Object],[object Object],[object Object],[object Object],[object Object]
Three Forms of ISO Certification ,[object Object],[object Object],[object Object]
External Benchmarking Steps ,[object Object],[object Object],[object Object],[object Object]
Service Quality Measurement:Servqual ,[object Object],[object Object]
Service Quality Measurement: Servqual (Continued) ,[object Object],[object Object]
End of Chapter 7

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Quality Management

  • 2.
  • 3.
  • 4.
  • 5. Costs of Quality Costs of Quality External Failure Costs Appraisal Costs Prevention Costs Internal Failure Costs
  • 6.
  • 7.
  • 8.
  • 9.
  • 10. Six Sigma Quality: DMAIC Cycle (Continued) 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
  • 11. Analytical Tools for Six Sigma and Continuous Improvement: Flow Chart No , Continue… Material Received from Supplier Inspect Material for Defects Defects found? Return to Supplier for Credit Yes Can be used to find quality problems
  • 12. Analytical Tools for Six Sigma and Continuous Improvement: Run Chart Can be used to identify when equipment or processes are not behaving according to specifications 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
  • 13. 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 Assy. Instruct . Frequency Design Purch. Training Other 80%
  • 14.
  • 15. Analytical Tools for Six Sigma and Continuous Improvement: Histogram Number of Lots Data Ranges Defects in lot 0 1 2 3 4 Can be used to identify the frequency of quality defect occurrence and display quality performance
  • 16. Analytical Tools for Six Sigma and Continuous Improvement: Cause & Effect Diagram Possible causes: The results or effect Can be used to systematically track backwards to find a possible cause of a quality problem (or effect) Effect Man Machine Material Method Environment
  • 17. 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 970 980 990 1000 1010 1020 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 LCL UCL
  • 18.
  • 19.
  • 20.
  • 21.
  • 22.
  • 23.
  • 24.
  • 25.

Editor's Notes

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  6. 12
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  8. 14
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  12. 27
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  16. 2