total quality management a great concept......... but what is it ?
TRANSCRIPT
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Total Quality Management
• A Great Concept ....
• ..... But What is IT?
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Two Perspectives
• Producer Definition– Conformance to
specifications
– Reflects priorities on consistent quality and high-performance design
• Consumer Definition– Value and Fitness of
Use
– Hardware, support and psychological impressions
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Aspects of Quality* Manufacturing *
• Performance• Features• Reliability• Servicability• Durability• Conformance• Aesthetic Characteristics• Perceived Quality
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Aspects of Quality* Services *
• Reliability
• Responsiveness
• Tangibles
• Assurance
• Empathy
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The Quality Gurus
• Deming: Management is Responsible
• Crosby: Quality is Free
• Juran: Quality Trilogy– Planning– Control– Improvement
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TQMWheel
Customer satisfaction
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PlanPlanDemingDemingWheelWheel
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PlanPlan
DoDo
DemingDemingWheelWheel
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PlanPlan
DoDo
CheckCheck
DemingDemingWheelWheel
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PlanPlan
DoDo
CheckCheck
ActAct
DemingDemingWheelWheel
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PlanPlan
DoDo
CheckCheck
ActAct
DemingDemingWheelWheel
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Deming’s 14 Points• Establish the objective of constant innovation and
improvement
• Adopt a new philosophy, we cannot accept the old mistakes and defects
• Cease dependence on mass inspection, require statistical evidence that quality is built in
• End the practice of awarding busines on the basis of price
• Use statistical methods to find troublespots
• Institute modern methods of training on the job
• Improve supervision - do what is right for the company, don’t just turn out the required quantity
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Deming’s 14 Points
• Drive out FEAR ....
• Break down BARRIERS ...
• Eliminate posters and slogans
• Eliminate work standards that prescribe a numerical quota
• Remove barriers between workers and their right to pride in workmanship
• Institute a vigorous retraining program
• Create top management structure that will push EVERY DAY for these points
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RIVETHEAD: Tales From The Assembly LineBy Ben Hamper
• A violation of how many of Deming’s points?
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ISO 9000• Standards for companies doing business in the
EC• Certification by hearing from qualified
external examiner• Certification does NOT mean anything about
quality of a product ....• Instead, it means that company can provide
documentation supporting their quality claims.
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Quality Management CostsAs Quality
Cost Category Increases, Costs:
Prevention Increase
Appraisal Decrease
Internal Failure Decrease
External Failure Decrease
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Costs of Detecting a Defect
Cost of Cost of Detection Detection
($)($)
ProcessProcess Final TestingFinal Testing CustomerCustomer
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Costs of Detecting a Defect
Cost of Cost of Detection Detection
($)($)
ProcessProcess Final TestingFinal Testing CustomerCustomer
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Costs of Detecting a Defect
Cost of Cost of Detection Detection
($)($)
ProcessProcess Final TestingFinal Testing CustomerCustomer
Prevention Prevention CostsCosts
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Seven Quality Tools
• Checklists
• Histograms
• Bar Charts
• Pareto Charts
• Scatter Diagrams
• Cause-and-Effect Diagrams
• Graphs
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QualityFunctionDeployment
The House of QualityThe House of Quality
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Voice of theVoice of theCustomerCustomer
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Voice of theVoice of theCustomerCustomer
Easy to close from outside 7
Stays open on a hill 5
Easy to open from outside 3
Doesn’t kick back 3...Doesn’t leak in rain 3
No road noise 2...
Eas
y to
op
enan
d c
lose
do
or
Iso
lati
on
Rel
ativ
e im
po
rtan
ce
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Voice of theVoice of theCustomerCustomer
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Competitive Competitive AnalysisAnalysis
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Competitive Competitive AnalysisAnalysis
Customer perceptions
1 2 3 4 5
Our carA’s carB’s car
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Competitive Competitive AnalysisAnalysis
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Voice of the Voice of the EngineerEngineer
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Voice of the Voice of the EngineerEngineer Open-close
effortSealing-
insulation
- E
ner
gy
to c
lose
do
or
+ C
hec
k fo
rce
on
leve
l gro
un
d
+ C
hec
k fo
rce
on
10º
slo
pe
- E
ner
gy
to o
pen
do
or
- P
eak
clo
sin
g f
orc
e
... ...
+ D
oo
r se
al r
esis
tan
ce
+ A
cou
stic
tra
nsm
issi
on
, win
do
w
+ R
oad
no
ise
red
uct
ion
+ W
ater
res
ista
nce
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Voice of the Voice of the EngineerEngineer
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CorrelationsCorrelations
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CorrelationsCorrelations
X
XRelationships
Strong positive
Medium positive
X Medium negative
X Strong negative
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CorrelationsCorrelations
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Technical Technical ComparisonComparison
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Technical Technical ComparisonComparison
Measurement units ft-lb lb lb ft-lb lb lb/ft - db psi
Our car door 11 12 6 10 18 3 .10 9 70
A’s car door 9 12 6 9 13 2 .10 5 60
B’s car door 9.5 11 7 11 14 2 .10 6 60
Technical difficulty 4 5 1 1 3 1 3 3 5
Imputed importance (%) 10 6 4 9 1 6 2 4 3
Estimated cost (%) 5 2 2 9 5 6 6 9 2
Targets 7.5 9 6 7.5 12 3 .10 9 70
Ob
ject
ive
mea
sure
s
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Technical Technical ComparisonComparison
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Trade-offsTrade-offs
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Trade-offsTrade-offs
X
XX
XXX
X
XX
XRelationships
Strong positive
Medium positive
X Medium negative
X Strong negative
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Trade-offsTrade-offs
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Cause-and-EffectDiagrams
EffectEffect
PersonnelPersonnelMachinesMachines
ProcessProcessMaterialsMaterials
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Checker Board Airlines
Delayed flight departures
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Checker Board Airlines
Aircraft late to gate
Mechanical failures
Equipment
Delayed flight departures
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Checker Board Airlines
Passenger processing at gate
Late cabin cleaners
Unavailable cockpit crew
Late cabin crew
Personnel
Aircraft late to gate
Mechanical failures
Equipment
Delayed flight departures
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Checker Board Airlines
Passenger processing at gate
Late cabin cleaners
Unavailable cockpit crew
Late cabin crew
Personnel
Aircraft late to gate
Mechanical failures
Equipment
Materials
Late food service
Late fuel
Late baggage to aircraft
Delayed flight departures
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Checker Board Airlines
Passenger processing at gate
Late cabin cleaners
Unavailable cockpit crew
Late cabin crew
Personnel
Aircraft late to gate
Mechanical failures
Equipment
Materials Procedures
Waiting for late passengers
Weight/balance sheet late
Poor announcement of departures
Delayed check-in procedure
Delayed flight departures
Late food service
Late fuel
Late baggage to aircraft
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Checker Board Airlines
Passenger processing at gate
Late cabin cleaners
Unavailable cockpit crew
Late cabin crew
Personnel
Weather
Air traffic delays
Other
Aircraft late to gate
Mechanical failures
Equipment
Materials Procedures
Waiting for late passengers
Weight/balance sheet late
Poor announcement of departures
Delayed check-in procedure
Delayed flight departures
Late food service
Late fuel
Late baggage to aircraft