This document provides an overview of quality management concepts. It begins with learning objectives related to defining quality, dimensions of quality, costs of quality, quality awards, philosophies of quality gurus, total quality management, problem solving, and process improvement. It then defines quality, discusses different views of quality, and traces the evolution of quality management. Key sections describe dimensions of quality, costs of quality, total quality management principles and elements, continuous improvement approaches like Six Sigma and Kaizen, quality tools, and roles in a Six Sigma program.
This presentation is on Total Quality Management which is also called as TQM. This presentation consist
1.Basic of Total Quality Management,
2.Evolution of Total Quality Management,
3. Implementation framework of Total Quality Management,
4. Quality Control Circle (QCC),
5.Implementation process and structure of the QCC,
6. Roles and responsibilities of the steering committee, facilitator, team leader and members
7. Activities sequences of the QCC
8. Challenges of Total Quality Management,
9. Tips for successful implementation of TQM
etc.
This presentation is on Total Quality Management which is also called as TQM. This presentation consist
1.Basic of Total Quality Management,
2.Evolution of Total Quality Management,
3. Implementation framework of Total Quality Management,
4. Quality Control Circle (QCC),
5.Implementation process and structure of the QCC,
6. Roles and responsibilities of the steering committee, facilitator, team leader and members
7. Activities sequences of the QCC
8. Challenges of Total Quality Management,
9. Tips for successful implementation of TQM
etc.
Cost of Quality is a widely spread and widely misunderstood concept.Here is a presentation that will evaporate all your doubts regarding this topic.A very well explained case study of H&S motors.It is a very well structured presentation.
,
quality management systems
,
what’s iso?
,
getting to know iso
,
benefits of iso registration
,
requirements
,
requirements activity
,
quality management system (qms)
,
resource management
,
product realization
,
measure
,
analyze and improve
,
documentation activity
,
internal audits
,
how to do an internal audit
,
audit activity
,
registration process
,
two ways to be iso certified
Quality Definition by Joseph Juran, Philip Crosby, William Stevenson, David Bentley, Characteristics of Quality, Performance,Features, Reliability, Conformance, Durability, Serviceability, Aesthetics, Perceived Quality, Quality Control, Statistical Quality control (SQC), Sampling Inspection, Consumer’s Risk, Producer’s risk,
Cost of Quality is a widely spread and widely misunderstood concept.Here is a presentation that will evaporate all your doubts regarding this topic.A very well explained case study of H&S motors.It is a very well structured presentation.
,
quality management systems
,
what’s iso?
,
getting to know iso
,
benefits of iso registration
,
requirements
,
requirements activity
,
quality management system (qms)
,
resource management
,
product realization
,
measure
,
analyze and improve
,
documentation activity
,
internal audits
,
how to do an internal audit
,
audit activity
,
registration process
,
two ways to be iso certified
Quality Definition by Joseph Juran, Philip Crosby, William Stevenson, David Bentley, Characteristics of Quality, Performance,Features, Reliability, Conformance, Durability, Serviceability, Aesthetics, Perceived Quality, Quality Control, Statistical Quality control (SQC), Sampling Inspection, Consumer’s Risk, Producer’s risk,
This Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants specialized in Lean Six Sigma. It includes all the Frameworks, Best Practices & Templates required to adopt and implement Lean 6 Sigma within your organization using the world-class DMAIC approach. Build success stories such as Motorola who saved over $16 billion in costs and increased customer satisfaction by 15% using Lean 6 Sigma.
This Toolkit in PowerPoint and Excel includes frameworks, tools, templates, tutorials, real-life examples, best practices, and video training.
This Powerpoint presentation is only a small preview of our Toolkit.
You can download the entire Toolkit in Powerpoint and Excel at www.domontconsulting.com
2018-11-14
1
Project Management
Class – 10
Project Quality
Management
Learning Outcomes
Ø What is quality and what are different dimensions of
quality?
Ø What are the main quality concepts
Ø Define different cost elements of quality
Ø Implement quality planning, assurance, and control in
projects
Ø Discuss the basic quality control tools
Ø Explain how control charts are designed and the concepts
that underlie their use.
2
2018-11-14
2
Quality Concepts
3
$550
Which watch has the higher quality?
Let’s not confuse quality with
luxury…
Ø Which watch has the higher
quality?
$110
4
2018-11-14
3
Which watch has the higher quality?
Movado
üStainless steel
üQuartz movement
üWater-resistant
üShock-resistant
üFashionable!
Timex
üStainless steel
üQuartz movement
üWater-resistant
üShock-resistant
üDate indicator
üHour/minute markings
üIlluminated dial
üFashionable??
Let’s consider
their features:
5
What is Quality?
There are two ways of defining quality:
Ø Conformance to requirements: The project’s processes and products
meet written specifications. The International Organization for
Standardization (ISO) defines quality as “the degree to which a set of
inherent characteristics fulfills requirements” (ISO9000).
§ Those requirements may be imposed by government (such as the Ontario
Building Code) or by the client (deliverables in the agreement) or by a
consultant (materials described in a building specification).
Ø Fitness for use: A product can be used as it was intended. Fitness may
be determined by the client, users or other key stakeholders.
§ If the lobby of a new condominium building has a bare concrete floor, that
would be acceptable under the Ontario Building Code, but would not be
considered suitable by most purchasers.
6
2018-11-14
4
Eight Dimensions of Product Quality
Ø Performance refers to a product's primary operating characteristics. This
dimension of quality involves measurable attributes.
§ Example: A car’s fuel economy, acceleration rate, top speed, interior volume, seating capacity,
etc.
Ø Features are additional characteristics that enhance the appeal of the product or
service to the user.
§ Example: Availability of heated steering, AC, power brakes, alloy wheels, GPS mapping, etc.
Ø Reliability is the likelihood that a product will not fail within a specific time period.
This is a key element for users who need the product to work without fail.
§ Example: The reliability of cars is often measured by how many problems the owner has with
a particular product and how severe the problems are.
Ø Conformance is the precision with which the product or service meets the
specified standards.
§ Example: Emission control in Canada is a predetermined standard that needs to be
implemented regardless of where the car was manufactured and bought.
Competing on the eight dimensions of quality. David A. Garvin, Harvard Business Review. 1987. 7
Eight Dimensions of Produ ...
Inventory System Defined
Purpose and types of inventory
Independent vs. Dependent Demand
Single-Period Inventory Model
Multi-Period Inventory Models: Basic Fixed-Order Quantity Models
Multi-Period Inventory Models: Basic Fixed-Time Period Model
Miscellaneous Systems and Issues
A-B-C Approach
Inventory costs
Discuss the behavioral aspects of projects in terms of project personnel and the project manager.
Give a general description of PERT/CPM techniques.
Analyze networks with deterministic times.
Analyze networks with probabilistic times.
linear transformation and rank nullity theorem Manthan Chavda
In these notes, I will present everything we know so far about linear transformations.
This material comes from sections in the book, and supplemental that
I talk about in class.
The term regression was 1st used by the british biomethician sir
Francis Galton. While studying the relation between average
height of their children ,Galton found that the off springs of
abnormally tall or short parents tend to regress or step back to the
average population height . in the course of time the meaning of
the word “ Regreassion “ become wider and now it stands to
measure the average relationship between different variables. If
there are only 2 variable under study then one is taken as
independent and another is taken as dependent variable and
regression analysis explain how on the average the values of the
dependent variable change with a change in the values of the
independent variable.
Hybrid optimization of pumped hydro system and solar- Engr. Abdul-Azeez.pdffxintegritypublishin
Advancements in technology unveil a myriad of electrical and electronic breakthroughs geared towards efficiently harnessing limited resources to meet human energy demands. The optimization of hybrid solar PV panels and pumped hydro energy supply systems plays a pivotal role in utilizing natural resources effectively. This initiative not only benefits humanity but also fosters environmental sustainability. The study investigated the design optimization of these hybrid systems, focusing on understanding solar radiation patterns, identifying geographical influences on solar radiation, formulating a mathematical model for system optimization, and determining the optimal configuration of PV panels and pumped hydro storage. Through a comparative analysis approach and eight weeks of data collection, the study addressed key research questions related to solar radiation patterns and optimal system design. The findings highlighted regions with heightened solar radiation levels, showcasing substantial potential for power generation and emphasizing the system's efficiency. Optimizing system design significantly boosted power generation, promoted renewable energy utilization, and enhanced energy storage capacity. The study underscored the benefits of optimizing hybrid solar PV panels and pumped hydro energy supply systems for sustainable energy usage. Optimizing the design of solar PV panels and pumped hydro energy supply systems as examined across diverse climatic conditions in a developing country, not only enhances power generation but also improves the integration of renewable energy sources and boosts energy storage capacities, particularly beneficial for less economically prosperous regions. Additionally, the study provides valuable insights for advancing energy research in economically viable areas. Recommendations included conducting site-specific assessments, utilizing advanced modeling tools, implementing regular maintenance protocols, and enhancing communication among system components.
Final project report on grocery store management system..pdfKamal Acharya
In today’s fast-changing business environment, it’s extremely important to be able to respond to client needs in the most effective and timely manner. If your customers wish to see your business online and have instant access to your products or services.
Online Grocery Store is an e-commerce website, which retails various grocery products. This project allows viewing various products available enables registered users to purchase desired products instantly using Paytm, UPI payment processor (Instant Pay) and also can place order by using Cash on Delivery (Pay Later) option. This project provides an easy access to Administrators and Managers to view orders placed using Pay Later and Instant Pay options.
In order to develop an e-commerce website, a number of Technologies must be studied and understood. These include multi-tiered architecture, server and client-side scripting techniques, implementation technologies, programming language (such as PHP, HTML, CSS, JavaScript) and MySQL relational databases. This is a project with the objective to develop a basic website where a consumer is provided with a shopping cart website and also to know about the technologies used to develop such a website.
This document will discuss each of the underlying technologies to create and implement an e- commerce website.
Cosmetic shop management system project report.pdfKamal Acharya
Buying new cosmetic products is difficult. It can even be scary for those who have sensitive skin and are prone to skin trouble. The information needed to alleviate this problem is on the back of each product, but it's thought to interpret those ingredient lists unless you have a background in chemistry.
Instead of buying and hoping for the best, we can use data science to help us predict which products may be good fits for us. It includes various function programs to do the above mentioned tasks.
Data file handling has been effectively used in the program.
The automated cosmetic shop management system should deal with the automation of general workflow and administration process of the shop. The main processes of the system focus on customer's request where the system is able to search the most appropriate products and deliver it to the customers. It should help the employees to quickly identify the list of cosmetic product that have reached the minimum quantity and also keep a track of expired date for each cosmetic product. It should help the employees to find the rack number in which the product is placed.It is also Faster and more efficient way.
Industrial Training at Shahjalal Fertilizer Company Limited (SFCL)MdTanvirMahtab2
This presentation is about the working procedure of Shahjalal Fertilizer Company Limited (SFCL). A Govt. owned Company of Bangladesh Chemical Industries Corporation under Ministry of Industries.
Overview of the fundamental roles in Hydropower generation and the components involved in wider Electrical Engineering.
This paper presents the design and construction of hydroelectric dams from the hydrologist’s survey of the valley before construction, all aspects and involved disciplines, fluid dynamics, structural engineering, generation and mains frequency regulation to the very transmission of power through the network in the United Kingdom.
Author: Robbie Edward Sayers
Collaborators and co editors: Charlie Sims and Connor Healey.
(C) 2024 Robbie E. Sayers
Student information management system project report ii.pdfKamal Acharya
Our project explains about the student management. This project mainly explains the various actions related to student details. This project shows some ease in adding, editing and deleting the student details. It also provides a less time consuming process for viewing, adding, editing and deleting the marks of the students.
Welcome to WIPAC Monthly the magazine brought to you by the LinkedIn Group Water Industry Process Automation & Control.
In this month's edition, along with this month's industry news to celebrate the 13 years since the group was created we have articles including
A case study of the used of Advanced Process Control at the Wastewater Treatment works at Lleida in Spain
A look back on an article on smart wastewater networks in order to see how the industry has measured up in the interim around the adoption of Digital Transformation in the Water Industry.
About
Indigenized remote control interface card suitable for MAFI system CCR equipment. Compatible for IDM8000 CCR. Backplane mounted serial and TCP/Ethernet communication module for CCR remote access. IDM 8000 CCR remote control on serial and TCP protocol.
• Remote control: Parallel or serial interface.
• Compatible with MAFI CCR system.
• Compatible with IDM8000 CCR.
• Compatible with Backplane mount serial communication.
• Compatible with commercial and Defence aviation CCR system.
• Remote control system for accessing CCR and allied system over serial or TCP.
• Indigenized local Support/presence in India.
• Easy in configuration using DIP switches.
Technical Specifications
Indigenized remote control interface card suitable for MAFI system CCR equipment. Compatible for IDM8000 CCR. Backplane mounted serial and TCP/Ethernet communication module for CCR remote access. IDM 8000 CCR remote control on serial and TCP protocol.
Key Features
Indigenized remote control interface card suitable for MAFI system CCR equipment. Compatible for IDM8000 CCR. Backplane mounted serial and TCP/Ethernet communication module for CCR remote access. IDM 8000 CCR remote control on serial and TCP protocol.
• Remote control: Parallel or serial interface
• Compatible with MAFI CCR system
• Copatiable with IDM8000 CCR
• Compatible with Backplane mount serial communication.
• Compatible with commercial and Defence aviation CCR system.
• Remote control system for accessing CCR and allied system over serial or TCP.
• Indigenized local Support/presence in India.
Application
• Remote control: Parallel or serial interface.
• Compatible with MAFI CCR system.
• Compatible with IDM8000 CCR.
• Compatible with Backplane mount serial communication.
• Compatible with commercial and Defence aviation CCR system.
• Remote control system for accessing CCR and allied system over serial or TCP.
• Indigenized local Support/presence in India.
• Easy in configuration using DIP switches.
2. Learning Objectives
Define the term quality.
Dimensions of quality
Describe the costs associated with quality.
Describe the quality awards.
10/7/2018 2
3. Learning Objectives
Discuss the philosophies of quality gurus.
Describe TQM.
Give an overview of problem solving.
Give an overview of process improvement.
Describe and use various quality tools.
10/7/2018 3
4. Quality
Quality is the ability of a product or service to
consistently meet or exceed customer
expectations.
The totality of features and characteristics of a
product or service that bears on its ability to
satisfy stated or implied needs
• American Society for Quality
10/7/2018 4
5. Defining Quality – 5 Ways
Conformance to specifications
– Does product/service meet targets and tolerances defined
by designers?
Fitness for use
– Evaluates performance for intended use
Value for price paid
– Evaluation of usefulness vs. price paid
Support services
– Quality of support after sale
Psychological
– e.g. Ambiance, prestige, friendly staff
10/7/2018 5
6. Different Views
User-based – better performance, more
features
Manufacturing-based – conformance to
standards, making it right the first time
Product-based – specific and measurable
attributes of the
10/7/2018 6
7. Evolution of Quality Management
1924 - Statistical process control charts
1930 - Tables for acceptance sampling
1940’s - Statistical sampling techniques
1950’s - Quality assurance/TQC
1960’s - Zero defects
1970’s - Quality assurance in services
10/7/2018 7
9. Dimensions of Quality
Performance - main characteristics of the
product/service
Aesthetics - appearance, feel, smell, taste
Special Features - extra characteristics
Conformance - how well product/service
conforms to customer’s expectations
Reliability - consistency of performance
10/7/2018 9
10. Dimensions of Quality
Durability - useful life of the product/service
Perceived Quality - indirect evaluation of
quality (e.g. reputation)
Serviceability - service after sale
10/7/2018 10
11. Examples of Quality Dimensions
10/7/2018 11
Dimension
1. Performance
2. Aesthetics
3. Special features
(Product)
Automobile
Everything works, fit &
finish
Ride, handling, grade of
materials used
Interior design, soft touch
Gauge/control placement
Cellular phone, CD
player
(Service)
Auto Repair
All work done, at agreed
price
Friendliness, courtesy,
Competency, quickness
Clean work/waiting area
Location, call when ready
Computer diagnostics
12. Examples of Quality Dimensions
10/7/2018 12
Dimension
5. Reliability
6. Durability
7. Perceived
quality
8. Serviceability
(Product)
Automobile
Infrequency of breakdowns
Useful life in miles, resistance
to rust & corrosion
Top-rated car
Handling of complaints and/or
requests for information
(Service)
Auto Repair
Work done correctly,
ready when promised
Work holds up over
time
Award-winning service
department
Handling of complaints
14. Examples of Service Quality
10/7/2018 14
Dimension Examples
1. Convenience Was the service center conveniently located?
2. Reliability Was the problem fixed?
3. Responsiveness Were customer service personnel willing and able
to answer questions?
4. Time How long did the customer wait?
5. Assurance Did the customer service personnel seem
knowledgeable about the repair?
6. Courtesy Were customer service personnel and the cashier
friendly and courteous?
7. Tangibles Were the facilities clean, personnel neat?
15. Manufacturing Quality vs. Service
Quality
Manufacturing quality focuses on tangible
product features
– Conformance, performance, reliability, features
Service organizations produce intangible
products that must be experienced
– Quality often defined by perceptional factors like courtesy,
friendliness, promptness, waiting time, consistency
10/7/2018 15
16. Cost of Quality
10/7/2018 16
External Failure
Costs
Appraisal Costs
Prevention Costs
Internal Failure
Costs
Costs of
Quality
18. Costs of Quality (continued)
Appraisal Costs
– Costs of activities designed to ensure quality or
uncover defects
Prevention Costs
– All TQ training, TQ planning, customer
assessment, process control, and quality
improvement costs to prevent defects from
occurring
10/7/2018 18
19. Costs of Quality
Failure Costs - costs incurred by defective
parts/products or faulty services.
– Internal Failure Costs
• Costs incurred to fix problems that are detected before the
product/service is delivered to the customer.
– External Failure Costs
• All costs incurred to fix problems that are detected after the
product/service is delivered to the customer.
10/7/2018 19
20. Quality Awards
The Baldrige Award
The European Quality Award
The Deming Prize
10/7/2018 20
21. Quality Certification
ISO 9000
– Set of international standards on quality management
and quality assurance, critical to international
business
ISO 14000
– A set of international standards for assessing a
company’s environmental performance
10/7/2018 21
22. Total Quality Management
A philosophy that involves everyone in an
organization in a continual effort to improve
quality and achieve customer satisfaction.
TQM Focuses on identifying quality problem
root causes
Encompasses entire organization, from
supplier to customer
10/7/2018 22
24. The TQM Approach
1.Find out what the customer wants
2.Design a product or service that meets or
exceeds customer wants
3.Design processes that facilitates doing the job
right the first time
4.Keep track of results
5.Extend these concepts to suppliers
10/7/2018 24
25. Elements of TQM
Customer focus
Continuous improvement
Benchmarking
Employee empowerment
Use of quality tools
Product design
Process management
Managing supplier quality
10/7/2018 25
26. Focus on customer
Identify and meet customer needs
Stay tuned to changing needs, e.g. fashion
styles
10/7/2018 26
27. Continuous Improvement
Philosophy that seeks to make never-ending
improvements to the process of converting inputs
into outputs.
Kaizen: Japanese word for continuous
improvement.
Represents continual improvement of all
processes
Involves all operations and work centers including
suppliers and customers
– People, Equipment, Materials, Procedures
10/7/2018 27
28. Six Sigma
Statistically
– Having no more than 3.4 defects per million
Conceptually
– Program designed to reduce defects
– Requires the use of certain tools and techniques
10/7/2018 28
Six sigma: A business process for improving
quality, reducing costs, and increasing
customer satisfaction.
29. Six Sigma
Originally developed by Motorola, Six Sigma
refers to an extremely high measure of
process capability
A Six Sigma capable process will return no
more than 3.4 defects per million operations
(DPMO)
Highly structured approach to process
improvement
10/7/2018 29
30. Contd…..
10/7/2018 30
Six Sigma allows managers to readily describe
process performance using a common metric:
Defects Per Million Opportunities (DPMO)
1,000,000x
unitsofNo.x
unit
pererrorfor
iesopportunit
ofNumber
defectsofNumber
DPMO
31. Contd…
10/7/2018 31
Example of Defects Per Million
Opportunities (DPMO) calculation.
Suppose we observe 200 letters delivered
incorrectly to the wrong addresses in a
small city during a single day when a
total of 200,000 letters were delivered.
What is the DPMO in this situation?
000,1 1,000,000x
200,000x1
200
DPMO
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?
32. Six Sigma Quality: DMAIC Cycle
Define, Measure, Analyze, Improve, and Control
(DMAIC)
Developed by General Electric as a means of
focusing effort on quality using a
methodological approach
Overall focus of the methodology is to
understand and achieve what the customer
wants
A 6-sigma program seeks to reduce the variation
in the processes that lead to these defects
DMAIC consists of five steps….
10/7/2018 32
33. Six Sigma Quality: DMAIC Cycle
(Continued)
10/7/2018 33
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
34. Example to illustrate the process…
We are the maker of this cereal. Consumer
reports has just published an article that
shows that we frequently have less than 16
ounces of cereal in a box.
What should we do?
10/7/2018 34
35. Step 1 - Define
What is the critical-to-quality characteristic?
The CTQ (critical-to-quality) characteristic in
this case is the weight of the cereal in the box.
10/7/2018 35
36. 2 - Measure
How would we measure to evaluate the
extent of the problem?
What are acceptable limits on this measure?
10/7/2018 36
37. Contd…
Let’s assume that the government says that
we must be within ± 5 percent of the weight
advertised on the box.
Upper Tolerance Limit = 16 + .05(16) = 16.8
ounces
Lower Tolerance Limit = 16 – .05(16) = 15.2
ounces
10/7/2018 37
38. Contd…
We go out and buy 1,000 boxes of cereal and
find that they weight an average of 15.875
ounces with a standard deviation of .529
ounces.
What percentage of boxes are outside the
tolerance limits?
10/7/2018 38
39. 10/7/2018 39
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) = .100978
Approximately, 10 percent of the boxes have less than 15.2
Ounces of cereal in them!
40. Step 3 - Analyze - How can we improve the
capability of our cereal box filling process?
–Decrease Variation
–Center Process
–Increase Specifications
10/7/2018 40
41. 10/7/2018 41
Step 4 – Improve – How good is good
enough? Motorola’s “Six Sigma”
– 6s minimum from process center
to nearest spec
1 23 1 02 3
12s
6s
9-41
42. Motorola’s “Six Sigma”
Implies 2 ppB “bad” with no process shift.
With 1.5s shift in either direction from center
(process will move), implies 3.4 ppm “bad”.
10/7/2018 42
1 23 1 02 3
12s
43. Step 5 – Control
Statistical Process Control (SPC)
–Use data from the actual process
–Estimate distributions
–Look at capability - is good quality possible
–Statistically monitor the process over time
10/7/2018 43
46. Analytical Tools for Six Sigma and
Continuous Improvement: Run Chart
10/7/2018 46
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
9-46
47. Analytical Tools for Six Sigma and
Continuous Improvement: Pareto Analysis
10/7/2018 47
Can be used
to find when
80% of the
problems
may be
attributed to
20% of the
causes
Assy.
Instruct.
Frequency
Design Purch. Training
80%
48. Scatter Diagrams
10/7/2018 48
A graph that shows how two variables are related to one another
Data can be used in a regression analysis to establish equation for the
relationship
49. Analytical Tools for Six Sigma and
Continuous Improvement: Checksheet
Billing Errors
Wrong Account
Wrong Amount
A/R Errors
Wrong Account
Wrong Amount
Monday
Can be used to keep track of
defects or used to make sure
people collect data in a
correct manner
9-49
50. Analytical Tools for Six Sigma and
Continuous Improvement: Histogram
10/7/2018 50
NumberofLots
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
51. Analytical Tools for Six Sigma and Continuous
Improvement: Cause & Effect Diagram
10/7/2018 51
Effect
ManMachine
MaterialMethod
Environment
Possible causes: The results
or effect
Can be used to systematically track backwards to
find a possible cause of a quality problem (or
effect)
52. Analytical Tools for Six Sigma and
Continuous Improvement: Control Charts
10/7/2018 52
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
53. Other Six Sigma Tools
Failure Mode and Effect Analysis (DMEA) is a
structured approach to identify, estimate,
prioritize, and evaluate risk of possible
failures at each stage in the process
Design of Experiments (DOE) a statistical test
to determine cause-and-effect relationships
between process variables and output
10/7/2018 53
54. Six Sigma Roles and Responsibilities
1. Executive leaders must champion the
process of improvement
2. Corporation-wide training in Six Sigma
concepts and tools
3. Setting stretch objectives for improvement
4. Continuous reinforcement and rewards
10/7/2018 54
55. The Shingo System: Fail-Safe Design
Shingo’s argument:
– SQC methods do not prevent defects
– Defects arise when people make errors
– Defects can be prevented by providing workers with
feedback on errors
Poka-Yoke includes:
– Checklists
– Special tooling that prevents workers from making errors
10/7/2018 55
56. ISO 9000 and ISO 14000
Series of standards agreed upon by the
International Organization for Standardization
(ISO)
Adopted in 1987
More than 160 countries
A prerequisite for global competition?
ISO 9000 an international reference for quality,
ISO 14000 is primarily concerned with
environmental management
10/7/2018 56
57. Three Forms of ISO Certification
1. First party: A firm audits itself against ISO
9000 standards
2. Second party: A customer audits its supplier
3.Third party: A "qualified" national or
international standards or certifying agency
serves as auditor
10/7/2018 57
58. Benchmarking
Selecting best practices to use as a standard
for performance
– Determine what to benchmark
– Form a benchmark team
– Identify benchmarking partners
– Collect and analyze benchmarking information
– Take action to match or exceed the benchmark
10/7/2018 58
59. Benchmarking Process
Identify a critical process that needs improving
Identify an organization that excels in this
process
Contact that organization
Analyze the data
Improve the critical process
10/7/2018 59
60. Employee Empowerment
Empower all employees
Getting employees involved in product and process
improvements
– 85% of quality problems are due to process and material
Techniques
– Build communication networks that include employees
– Develop open, supportive supervisors
– Move responsibility to employees
– Build a high-morale organization
– Create formal team structures
10/7/2018 60
61. Obstacles to Implementing TQM
Lack of:
– Company-wide definition of quality
– Strategic plan for change
– Customer focus
– Real employee empowerment
– Strong motivation
– Time to devote to quality initiatives
– Leadership
10/7/2018 61
62. Obstacles to Implementing TQM
Poor inter-organizational communication
View of quality as a “quick fix”
Emphasis on short-term financial results
Internal political and “turf” wars
10/7/2018 62
63. Basic Steps in Problem Solving
1.Define the problem and establish an
improvement goal
2.Define measures and collect data
3.Analyze the problem
4.Generate potential solutions
5.Choose a solution
6.Implement the solution
7.Monitor the solution to see if it accomplishes
the goal
10/7/2018 63
65. The Process Improvement Cycle
10/7/2018 65
Implement the
Improved process
Select a
process
Study/document
Seek ways to
Improve it
Design an
Improved process
Evaluate
Document
66. Process Improvement
Process Improvement: A systematic approach
to improving a process
Process mapping
Analyze the process
Redesign the process
10/7/2018 66
67. Process Improvement and Tools
Process improvement - a systematic approach
to improving a process
– Process mapping
– Analyze the process
– Redesign the process
Tools
– There are a number of tools that can be used for
problem solving and process improvement
– Tools aid in data collection and interpretation, and
provide the basis for decision making
10/7/2018 67