Total Quality Management
CS3300Fall 2015
A long time ago Made in Japan – then and now W. Edwards Demming We improve product by improving the process, not by testing the
product
YOU DO NOT TEST QUALITY IN, YOU DESIGN IT IN.
Total Quality Management
TQM
Customer Satisfaction100% Compliance with Expectations
Cont
inuou
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ess I
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tStatistical Process Control
Red Bead Experiment
https://www.youtube.com/watch?v=ckBfbvOXDvU
Deming's 14 Points Create a constancy of purpose for improvement of product and
service. Adopt the new philosophy. Cease dependence on mass inspection Do not award business on price alone Improve constantly and forever the system of production and
service Institute training Adopt and institute leadership
Demings 14 Points Drive out fear Break down barriers between staff areas Eliminate slogans, exhortations, and targets for the work force Remove barriers that rob people of pride of workmanship Encourage education and self-improvement for everyone Take action to accomplish the transformation
Raw Data (Ordered)
Module Time Cumul Percenticongen 42.2 42.2 34hud_ipc 40.8 83.0 67huddsply 18.5 101.5 82hud_proc 15.0 116.5 94hud_boot 7.0 123.5 100
Pareto ExampleTi
me
Wor
ked
(Hou
rs)
42.2
icongen
40.8
18.515 7
hud_ipc huddsply
N=123.5
Percent of Total
34%
67%
hud_proc hud_boot
82% 96%100%
Using all that PSP defect data
First plot the defects by category on the pareto chart We always want to work on the most problematic area first. We are trying to id the 20% of things that are causing us 80% of the
trouble
10 Documentation problem20 Syntax30 Build40 Assignment50 Interface60 Error Handling70 Data80 Function90 System100 Environment
Defect Categories
Formulate the Plan Select the most probable root cause Make a plan to eliminate that issue Try it on a small scale Take more measurements If improved, then adopt, otherwise reject
Processes and control To be improved a process must be repeatable To be repeatable it must produce the same results each time Variation must be predictable
Six Sigma Developed by Motorola in 1986 Famous after Jack Welch used at GE in 1995 Process:
Define Phase (id customer, critical quality requirement) Measure Phase (Define goals, Data Collection plan, Collect needed
data, Variation in current process) Analyze Phase (analyze data) Improve Phase (id solutions, pilot solution) Control Phase (implement process control)
The Big Problem -- Systems• We don’t actually live in a linear world where cause and effect is
easy to see.• Peter Senge : The Fifth Discipline
• Today’s problems are caused by yesterday’s solutions• The easy way out is often the way back in• The harder you push, the harder the System pushes back• Behavior grows better before it gets worse• The cure can be worse than the disease• Faster is slower• Cause and effect are not closely related in time and space• Small change can produce big results, but the leverage areas are not
always obvious• You can have your cake and eat it too – but not all at once.• Dividing an elephant in half does not make 2 small elephants• There is no outside enemy, no one to blame
