Quality Assurance and Quality Control - Areas of ImprovementImran Jamil
A brief presentation, focusing on the improvement areas of Quality Assurance and Quality Control in an organization. The presentation also discusses about some of the myths about quality.
Quality Assurance and Quality Control - Areas of ImprovementImran Jamil
A brief presentation, focusing on the improvement areas of Quality Assurance and Quality Control in an organization. The presentation also discusses about some of the myths about 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
A details introduction of quality, its elements, Cost of Poor Quality and difference in Quality Control and Quality Assurance.
To download these slides please visit my site:
http://www.xubitech.com/
BugRaptors has domain expertise team skilled in working with various test models like Sequential & Agile. We provide users with quality consultancy. They help users from all over the world to clear all their doubts and issues on any type or kind of testing. Either it’s Automation, Security or any kind of testing, We have team which is highly experienced in all types of testing. It helps in developing great quality products. We have well experienced team of manual as well as Automation testing. The main focus of BugRaptors team is quality because the Life is better with lesser issues in it.
More https://quality.eqms.co.uk/blog/introduction-to-apqp
New to the advanced product quality planning framework?
Don't despair. In this article, Mike Bendall, Business Mentor at Qualsys, explains APQP, provides a checklist for each APQP phase, and there is a link to download his APQP training course for beginners.
Introduction to Quality Engineering / Quality ControlAFAQAHMED JAMADAR
Quality Control Introduction,
Definition and concept of quality,
Quality control,
Set up policy and objectives of quality control
Quality of design and quality of conformance
Compromise between quality & cost
Quality cost and planning for quality
What is Quality?
History of Quality Methodology.
Deming’s Principles.
Taguchi’s Contributions And Philosophy.
Total Quality Management.
Quality Improvement Tools.
Costs related to quality.
Benefits/Drawbacks.
Definitions of the quality are as follows.
Transcendent definition: excellence.
Realistic but demanding STANDARDS;
Getting things RIGHT FIRST TIME; ‘It costs less to prevent a problem than it does to correct it’.
Influences the relationship with CUSTOMERS;
Influences how COMPLAINTS are dealt with;
Something to do with how things LOOK and FEEL.
Product-based definition: quantities of product attributes.
User-based definition: fitness for intended use; meeting or exceeding user expectations.
Value-based definition: quality vs. price.
Manufacturing-based definition: conformance to specifications.
In this presentation, we will discuss the concept of quality management with specific importance on quality assurance, quality control and different views of quality, types of quality, levels of quality and quality determinants. We will also talk about the industrial revolution and beginning of quality control methods.
To know more about Welingkar School’s Distance Learning Program and courses offered, visit: http://www.welingkaronline.org/distance-learning/online-mba.html
Quality in Manufacturing for Production & ManufacturingTimothy Wooi
This 1 day training program on the “Soft” TQM Concepts focus on Manufacturing Staff and Operators to equip Participants with a better understanding TQM and its practices and to understand why being responsible for Quality is so important as a mechanism to safe guard to Customer for receiving a Defect as well as to comply to Quality procedures..
[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
A details introduction of quality, its elements, Cost of Poor Quality and difference in Quality Control and Quality Assurance.
To download these slides please visit my site:
http://www.xubitech.com/
BugRaptors has domain expertise team skilled in working with various test models like Sequential & Agile. We provide users with quality consultancy. They help users from all over the world to clear all their doubts and issues on any type or kind of testing. Either it’s Automation, Security or any kind of testing, We have team which is highly experienced in all types of testing. It helps in developing great quality products. We have well experienced team of manual as well as Automation testing. The main focus of BugRaptors team is quality because the Life is better with lesser issues in it.
More https://quality.eqms.co.uk/blog/introduction-to-apqp
New to the advanced product quality planning framework?
Don't despair. In this article, Mike Bendall, Business Mentor at Qualsys, explains APQP, provides a checklist for each APQP phase, and there is a link to download his APQP training course for beginners.
Introduction to Quality Engineering / Quality ControlAFAQAHMED JAMADAR
Quality Control Introduction,
Definition and concept of quality,
Quality control,
Set up policy and objectives of quality control
Quality of design and quality of conformance
Compromise between quality & cost
Quality cost and planning for quality
What is Quality?
History of Quality Methodology.
Deming’s Principles.
Taguchi’s Contributions And Philosophy.
Total Quality Management.
Quality Improvement Tools.
Costs related to quality.
Benefits/Drawbacks.
Definitions of the quality are as follows.
Transcendent definition: excellence.
Realistic but demanding STANDARDS;
Getting things RIGHT FIRST TIME; ‘It costs less to prevent a problem than it does to correct it’.
Influences the relationship with CUSTOMERS;
Influences how COMPLAINTS are dealt with;
Something to do with how things LOOK and FEEL.
Product-based definition: quantities of product attributes.
User-based definition: fitness for intended use; meeting or exceeding user expectations.
Value-based definition: quality vs. price.
Manufacturing-based definition: conformance to specifications.
In this presentation, we will discuss the concept of quality management with specific importance on quality assurance, quality control and different views of quality, types of quality, levels of quality and quality determinants. We will also talk about the industrial revolution and beginning of quality control methods.
To know more about Welingkar School’s Distance Learning Program and courses offered, visit: http://www.welingkaronline.org/distance-learning/online-mba.html
Quality in Manufacturing for Production & ManufacturingTimothy Wooi
This 1 day training program on the “Soft” TQM Concepts focus on Manufacturing Staff and Operators to equip Participants with a better understanding TQM and its practices and to understand why being responsible for Quality is so important as a mechanism to safe guard to Customer for receiving a Defect as well as to comply to Quality procedures..
How to build web sites that work well across various browsers versions and devices is always challenging for web developers. In the session, you’ll learn the best practices and strategy to develop cross-browser web sites that will work with the existing and future browsers. Tools for interoperability tests, cross-browser fundamentals, and tips and tricks on HTML5, CSS, JavaScript development will be illustrated. Feature detection, CSS prefix, and fallbacks will all be examined in the session. A real life example will be used to demonstrate step by step how to build cross-browser and plug-in-Free experiences. With a couple of simple changes to your sites, you can take advantage of web standards and HTML5 features today without breaking your sites in the future. Expect a lot of demos and code in the session.
Lecture 3 (quality of design and quality of conformance)RAJ BAIRWA
in this lecture i will discuss the quality of design and quality of conformance concept. it is very important in term of quality management and quality control purpose in any industrial applications.
Project Quality Management is step by step . This presentation gives us a brief explanation about quality management of each project you may think you are going to undertake.
Sachpazis:Terzaghi Bearing Capacity Estimation in simple terms with Calculati...Dr.Costas Sachpazis
Terzaghi's soil bearing capacity theory, developed by Karl Terzaghi, is a fundamental principle in geotechnical engineering used to determine the bearing capacity of shallow foundations. This theory provides a method to calculate the ultimate bearing capacity of soil, which is the maximum load per unit area that the soil can support without undergoing shear failure. The Calculation HTML Code included.
COLLEGE BUS MANAGEMENT SYSTEM PROJECT REPORT.pdfKamal Acharya
The College Bus Management system is completely developed by Visual Basic .NET Version. The application is connect with most secured database language MS SQL Server. The application is develop by using best combination of front-end and back-end languages. The application is totally design like flat user interface. This flat user interface is more attractive user interface in 2017. The application is gives more important to the system functionality. The application is to manage the student’s details, driver’s details, bus details, bus route details, bus fees details and more. The application has only one unit for admin. The admin can manage the entire application. The admin can login into the application by using username and password of the admin. The application is develop for big and small colleges. It is more user friendly for non-computer person. Even they can easily learn how to manage the application within hours. The application is more secure by the admin. The system will give an effective output for the VB.Net and SQL Server given as input to the system. The compiled java program given as input to the system, after scanning the program will generate different reports. The application generates the report for users. The admin can view and download the report of the data. The application deliver the excel format reports. Because, excel formatted reports is very easy to understand the income and expense of the college bus. This application is mainly develop for windows operating system users. In 2017, 73% of people enterprises are using windows operating system. So the application will easily install for all the windows operating system users. The application-developed size is very low. The application consumes very low space in disk. Therefore, the user can allocate very minimum local disk space for this application.
Democratizing Fuzzing at Scale by Abhishek Aryaabh.arya
Presented at NUS: Fuzzing and Software Security Summer School 2024
This keynote talks about the democratization of fuzzing at scale, highlighting the collaboration between open source communities, academia, and industry to advance the field of fuzzing. It delves into the history of fuzzing, the development of scalable fuzzing platforms, and the empowerment of community-driven research. The talk will further discuss recent advancements leveraging AI/ML and offer insights into the future evolution of the fuzzing landscape.
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.
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.
Water scarcity is the lack of fresh water resources to meet the standard water demand. There are two type of water scarcity. One is physical. The other is economic water scarcity.
CFD Simulation of By-pass Flow in a HRSG module by R&R Consult.pptxR&R Consult
CFD analysis is incredibly effective at solving mysteries and improving the performance of complex systems!
Here's a great example: At a large natural gas-fired power plant, where they use waste heat to generate steam and energy, they were puzzled that their boiler wasn't producing as much steam as expected.
R&R and Tetra Engineering Group Inc. were asked to solve the issue with reduced steam production.
An inspection had shown that a significant amount of hot flue gas was bypassing the boiler tubes, where the heat was supposed to be transferred.
R&R Consult conducted a CFD analysis, which revealed that 6.3% of the flue gas was bypassing the boiler tubes without transferring heat. The analysis also showed that the flue gas was instead being directed along the sides of the boiler and between the modules that were supposed to capture the heat. This was the cause of the reduced performance.
Based on our results, Tetra Engineering installed covering plates to reduce the bypass flow. This improved the boiler's performance and increased electricity production.
It is always satisfying when we can help solve complex challenges like this. Do your systems also need a check-up or optimization? Give us a call!
Work done in cooperation with James Malloy and David Moelling from Tetra Engineering.
More examples of our work https://www.r-r-consult.dk/en/cases-en/
Saudi Arabia stands as a titan in the global energy landscape, renowned for its abundant oil and gas resources. It's the largest exporter of petroleum and holds some of the world's most significant reserves. Let's delve into the top 10 oil and gas projects shaping Saudi Arabia's energy future in 2024.
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.
Vaccine management system project report documentation..pdfKamal Acharya
The Division of Vaccine and Immunization is facing increasing difficulty monitoring vaccines and other commodities distribution once they have been distributed from the national stores. With the introduction of new vaccines, more challenges have been anticipated with this additions posing serious threat to the already over strained vaccine supply chain system in Kenya.
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
1. Quality & Quality Tools
By
Prof N D Sadaphal
Assistant Professor
Sanjivani College of Engineering,
Kopargaon (Maharashtra State) 423601
Mechanical Engineering
2. 1
PROF N D SADAPHAL
MECHANICAL ENGINEERING DEPARTMENT
TE Mechanical
Metrology & Quality Control
Quality & Quality Tools
1
Quality?
Think about a product you bought. How can you define
its “quality”?
Quality has been defined in a number of ways. When
viewed from a consumer’s perspective, it means meeting
or exceeding customer expectations.
2
3. 2
Dimensions of Quality
1. Performance:
Will the product/service do the intended job?
2. Reliability:
How often does the product/service fail?
3. Durability:
How long does the product/service last?
4. Serviceability:
How easy to repair the product / to solve the problems in service?
3
Dimensions of Quality (Conti…..)
5. Aesthetics:
What does the product/service look/smell/sound/feel like?
6. Features:
What does the product do/ service give?
7. Perceived Quality:
What is the reputation of the company or its products/services?
8. Conformance to Standards:
Is the product/service made exactly as the designer/standard
intended?
4
4. 3
What is Quality?
Definition of Quality: (by the quality guru’s)
1. Quality is fitness for use (comfort) _ _ _ Juran
2. Quality is conformance to requirements_ _ _ Crosby
3. Quality is a predictable degree of uniformity and dependability,
at low cost and suited to the market_ _ _ Deming
4. Quality as the totality of features and characteristics of a product
or service that bear on its ability to satisfy given need.
_ _ _ ASQC
5
What is Quality?
“The degree to which a system, component, or process meets
(1) specified requirements, and
(2) customer or users needs or expectations” – IEEE
The totality of features and characteristics of a product or service
that bears on its ability to satisfy stated or implied needs” –
ISO 8402
Degree to which a set of inherent characteristics fulfils
requirements – ISO 9000:2000
6
5. 4
Modern Importance of QualityModern Importance of Quality
7
“The first job we have is to turn out quality merchandise that
consumers will buy and keep on buying. If we produce it
efficiently and economically, we will earn a profit.”-
William Cooper Procter.
• Quality in service industries, government, health care, and education.
• Current and future challenge: keep progress in quality management
alive.
Statistical
Quality
Control
Quality
Assurance
Quality
Management
Quality Characteristics
•Quality of Design- design which fulfils all requirement of Customer.
(method of construction, material, safety, aesthetics/appearance, reliability etc)
•Quality of Conformance- degree/extent to which product conforms its
specification and drawing.
ability to maintain specified quality design.(i.e. control of good quality)
• Quality of Performance- how well manufactured product gives
performance. (Quality design + Quality conformance)
• Availability- available things in product like life, maintainability and
reliability.
• Customer Service- service after product has been delivered.
e.g. equipment installation, operational training, repair service,
replacement of defective component etc.
8
6. 5
Cost of quality
Conformance Non-Conformance
Quality Costs
Appraisal costPrevention cost External failure
cost
Internal failure
cost
Cost
Report
9
Cost of quality
Cost of quality = Cost of conformance + Cost of
non-conformance
Cost of conformance is the cost of providing products or
services as per the required standards. This can be
termed as good amount spent. (Prevention & Appraisal
costs)
Cost of non-conformance is the failure cost associated
with a process not being operated to the requirements. This
can be termed as unnecessary amount spent.( Internal
& External failure costs)
10
7. 6
Prevention Costs
Quality planning costs
costs of developing and
implementing quality
management program
Product-design costs
costs of designing products
with quality characteristics
Process costs
costs expended to make
sure productive process
conforms to quality
specifications
Training costs
costs of developing and
putting on quality training
programs for employees
Information costs
costs of acquiring and
maintaining data related to
quality, and development of
reports on quality
performance
11
Activities associated with
Prevention costs
Market research
Quality training programs.
Contract review
Design review
Field trials
Supplier evaluation
Process capability review
Design and manufacture of jigs and fixtures
Preventive checks & maintenance
12
8. 7
Examples of prevention Cost
Equipment maintenance
& repair
Fixture design and
fabrication
Housekeeping
Market analysis
Procedure writing
Safety reviews
Quality training
Salesperson evaluation
and selection
13
Appraisal Costs
Inspection and testing
costs of testing and inspecting materials, parts, and
product at various stages and at the end of a process.
Cost of Power & material required for testing.
Test equipment costs
costs of maintaining equipment used in testing quality
characteristics of products (Calibration of instrument)
Operator costs
costs of time spent by operators to gather data for testing
product quality, to make equipment adjustments to
maintain quality, and to stop work to assess quality
14
9. 8
Activities associated with
Appraisal costs
Proto type testing
Incoming material inspection
Process inspection/control
Final inspection
Laboratory testing / measurement
Quality audits.
15
Audit
Document checking
Diagram checking
Equipment
calibration
Final inspection
In-process inspection
Laboratory test
Personnel testing
Procedure testing
Prototype inspection
Receiving inspection
Shipping inspection
Examples of appraisal cost
16
10. 9
Internal Failure Costs
Scrap costs
costs of poor-quality products
that must be discarded.
(fault of manufacturer/vendor)
Rework/repair costs
costs of fixing defective products
to conform to quality
specifications.
Extra payment made to operator
to obtain required level of
quality.
Process failure costs
costs of determining why
production process is producing
poor-quality products.
Process down-time
costs
costs of shutting down
productive process to fix
problem.
Price-down grading
costs
costs of discounting poor-
quality products—that is,
selling products as “seconds”.
17
External Failure Costs
Customer complaint costs
costs of investigating and
satisfactorily responding to a
customer complaint resulting from a
poor-quality product.
Product return costs
costs of handling and replacing poor-
quality products returned by
customer.
Warranty claims costs
costs of complying with product
warranties.
Product liability costs
litigation costs resulting
from customer injury.
Lost sales costs
costs incurred because
customers are dissatisfied
with poor quality products
and do not make additional
purchases.
18
12. 11
Cost of Quality Approach
21
Objective
Zero defects while minimizing all four quality cost
Relation Between cost/value Vs Quality
22
13. 12
Deming’s Cycle
Deming Chain Reaction
“Quality improvement is not a costly business option
but a strategic imperative that is essential to business
survival”
Quality Cost Productivity
The Deming Chain
Improve Quality
Decrease Costs
Improve Productivity
Decrease Price
Increase Market
Stay in Business
Provide More Jobs
Return on Investment
23
Deming’s Cycle
PDCA
24
14. 13
25
Plan to improve your operations first by finding out what things are going wrong
(that is identify the problems faced), and come up with ideas for solving these
problems.
Do changes designed to solve the problems on a small or experimental scale first.
This minimizes disruption to routine activity while testing whether the changes will
work or not.
Check whether the small scale or experimental changes are achieving the desired
result or not.
Act to implement changes on a larger scale if the experiment is successful. This
means making the changes a routine part of your activity. Also Act to involve other
persons (other departments, suppliers, or customers) to implement them on a
larger scale.
Deming’s 14 Principles.
1. “Create Constancy of Purpose”
2. “Adopt A New Philosophy”
3. “Cease dependence On inspection For Quality”
4. “End lowest tender contracts ”
5. “Improve Every Process Constantly / Forever”
6. “Institute Training”
7. “Adopt An Institute Leadership”
8. “Drive Out Fear”
9. “Break Barriers Between Staff Areas”
10. “Eliminate Exhortations And Targets”
11. “Eliminate Numerical Quotas”
12. “remove the barrier that rob Pride Of workmanship”
13. “Encourage For education & Self Improvement”
14. “Put everybody In The company To work For This
transformation”
26
15. 14
Juran’s Triology Approach
Joseph Juran is one of the “Guru of Quality” like Deming.
Juran defined quality as a “Fitness for purpose”
If product meets all the specifications, it may not fit for use.
Juran Trilogy consists of three basic quality-oriented processes:
quality planning
quality control
quality improvement.
27
Quality planning
The role of quality planning is to design a process that will be
able to meet established goals under operating conditions.
The subject of planning can be anything -- an engineering
process for designing new products, a production process
for making goods, or a service process for responding to
customer requests.
Quality Planning involves
Identifying customers.
Determining their needs.
Specifying the product features that satisfy those needs at minimum cost.
Designing the processes that can reliably produce those features.
28
16. 15
Quality control
The role of quality control is to operate and correct the
process, so that it performs with optimal effectiveness.
Measure actual performance of product
Compare actual performance with goals set
Do the action on difference
The process of Quality Control involves:
Establishing a measurement procedure
Measuring
Interpreting differences between measurement and goal.
Taking action to correct significant differences
29
Quality improvement
The role of quality improvement is to take the
process to higher levels of performance.
Assuming the process is under control, any waste
that occurs must be inherent in the design of the
process.
The object of quality improvement is to reduce
waste to a much lower level.
The steps in Quality Improvement:
Identify specific area for improvement.
Diagnose the causes.
Provide remedies.
Prove that the remedies are effective under operating
conditions.
30
17. 16
Seven Quality Tools
Cause and Effect Diagrams
Flow Charts
Check-sheets
Histograms
Pareto Charts
Control Charts
Scatter Diagrams
31
Understand the root causes of a
problem BEFORE you put a
“solution” into place
Investigate the Root Causes
Cause and Effect Diagrams
32
18. 17
Cause & Effect Diagrams
Identify many different
possible causes for a
problem
See the relationships
between the many causes
Helps determine which
data to collect
Why are cause and effect
diagrams helpful?
Focused
problem
Root cause Root cause
Root cause Root cause
33
34
Cause and Effect Diagrams/Fish bone diagram/Ishikawa
diagram
20. 19
37
Cause and Effect Diagrams/Fish
bone diagram/Ishikawa diagram
Incorrect
shipping
documents
(Quality
Problem)
Manpower Materials
Methods Machine
Environment
Keyboard sticks
Wrong source info
Wrong purchase order
Types Source info incorrect
Didn’t follow proc.
Glare on
displayTemp.
No procedure
No communications
No training
Software problem
Corrupt
data
38
21. 20
Makes
custom
er wait
Absent receiving
party
Working system of
operators
Customer Operator
Absent
Out of office
Not at desk
Lunchtime
Too many phone
calls
Absent
Not giving
receiving party’s
coordinates
Complaining
Leaving a
message
Lengthy talk
Does not know
organization
well
Takes too much time
to explain
Does not
understan
d customer
39
Flow Charts
Benefits
Show what actually happens at each step in
the process
Graphically display processes to identify
redundancies.
40
23. 22
43
Check-sheets
Purpose:
Tool for collecting and
organizing measured or counted
data
Benefits:
Collect data in a systematic and
organized manner
To determine source of problem
To facilitate classification of data
44
26. 25
49
Consider this simple example. Below shows the exam results
collected from a 5 class of 50 individuals:
50
27. 26
51
Pareto Charts
Small number of failures are responsible for the bulk of
quality costs, this phenomenon is called as “Pareto Principle”.
This pattern is also called the ‘80/20 rule’ and shows itself in
many ways.
For example:
• 80% of sales are generated by 20% of customers.
• 80% of defects are caused by 20% of the problems.
• 80% of salary is given to 20% of workers.
20% - The Vital Few
or
80% - The Trivial/ Important Many
52
28. 27
Example of Pareto Chart
Daily
average
Total
number
A One operator (partner out of office) 14.3 172
B Receiving party not present 6.1 73
C No one present in the section receiving call 5.1 61
D Section and name of the party not given 1.6 19
E Inquiry about branch office locations 1.3 16
F Other reasons 0.8 10
29.2 351
Reasons why customers have to wait (12-day analysis with
check sheet)
53
54
100%
B C A D E F
Frequency Percentage
0%
100
200
300
Improvement
Significant
few
Insignificant
many
30. 29
Control Charts
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.
57
Scatter Diagrams
Purpose:
Relationship between two characteristic value are plotted and analyze as
to whether a correlation exists between the two set of data.
• To understand the behaviour of a process.
58
31. 30
This is a scatter plot showing the amount of sleep needed per day by age.
As you can see, as you grow older, you need less sleep.
59
Negative Correlation
60
This scatter plots show the average income for adults based on the number of
years of education completed.
Positive Correlation
33. 32
None Low High Perfect
Degrees of correlation:
63
New Seven Quality Tools
Affinity Diagram : Grouping of the idea of Brainstorming.
Relation Diagram : Diagram of Why-why analysis.
Tree Diagram : For Systematically Pursuing the Best Strategies for Attaining an
Objective
Matrix Diagram : A matrix to express the strong-ness of relationship between two
things.
Arrow Diagram : For Working Out Optimal Schedules and Controlling Them
Effectively
Process Decision Program Chart (PDPC) : Used to plan various contingencies
Same to “Flow chart”
Matrix Data Analysis : Consists of a two-dimensional array to determine location
and nature of problem
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Quality Circle
•Formation of quality circle is becoming imperative in today’s world
where the customer's expectations keep changing and it become
tougher day by day to get to the level of delighting the customer.
• Voluntary group of persons
• Meet on regular basis
• Work on similar tasks
• Share area of responsibility
• Solve problems related to work
•voluntarily meet regularly for about an hour every week to
identify, analyze and resolve work related problems, leading to
improvement, In their total performance and enrichment of their work
life."
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Objective/Function
Change in attitude
Effective team work
Self development
Job satisfaction
Communication
Leadership development
Improved organizational culture
Promote individuals self-development
Create problem prevention attitudes.
Improve customer relations and service delivery
Encourage the flow of new ideas
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Benefits of quality Circles
Increased in quality
self-development
team work
Improve over all company performance
and corporate image.
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Organization structure
Non Qc - Members
Members
Leader
Facilitator
Co-ordinator
Steering
committee
Top
Management
Element of quality circle
•A steering committee
•Coordinator
•Facilitator
•leader
•members
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Awards for Quality
National individual awards
Rajiv Gandhi National Quality Award
IMC Ramakrishna Bajaj National
Quality Award
Integrated Marketing
Communication (IMC)
Malcolm Baldrige National Quality
Award (MBNQA)
International awards
European Quality Award
Canadian Quality Award
Australian Business Excellence
Award
Deming Prize from Japan
Criteria-
Leadership, Information and analysis,
Strategic planning, Human resource,
Business results, management,
Customer and market focus
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