Description
The PPT explaining about Total Quality Management. It covers the Juran's theory in details with techniques and tools.
INTRODUCTION TO TOTAL QUALITY MANAGEMENT
Quality Thoughts – Dr. J. M. Juran
Definition Orientation Tools / Methods Developed & Suggested
Quality Triology
Fitness for use
Customer
The five quality characteristics
Internal Customer The four phases of problem solving Quality Council The Quality Spiral
Road Map for Improvement (Dr. J. M. Juran)
New Projects
REPLICATE AND INSTITUTIONALZE
IDENTFY IMOPROVEMENT PROJECTS
Projects
ESTABLISH PROJECTS
Breakthrough in Attitude
New Level of Performance
HOLD THE GAINS
Breakthrough in Results
Breakthrough in Organizations
Mission & Techniques
Breakthrough in Cultural Pattern
Breakthrough in Knowledge
DIAGNOSE CAUSE(S)
THE
Remedy
REMEDY THE CAUSE(S)
Root Cause(s)
Quality Thoughts – Dr. W. E. Deming
Definition Orientation Tools / Methods Developed & Suggested
Fourteen points of quality Deming Cycle – PDCA Cycle Seven deadly diseases System of profound knowledge Statistical Quality
Fitness for purpose
Customer
PDCA Cycle (Deming Cycle)
• P : PLAN • D : DO • C : CHECK • A : ACT
ACT
PLAN
DO
CHECK
Quality Thoughts – Garvin
Definition Orientation Tools / Methods Developed & Suggested
The five bases of quality
Eight dimensions of quality
Not specific
Customer and Supplier
Quality Thoughts – Dr. Philip B. Crosby
Definition Orientation Tools / Methods Developed & Suggested
Five absolutes of quality
Fourteen point plan for quality
Conformance to requirements
Supplier
Quality Thoughts – Dr. Kauru Ishikawa
Definition Orientation Tools / Methods Developed & Suggested
Fishbone Diagram / Cause and Effect Diagram Classification of statistical tools – Seven QC Tools
Not specific
Supplier
Company – wide Quality Control
Quality Circles
Quality Thoughts – Dr. A. V. Feigenbaum
Definition Orientation Tools / Methods Developed & Suggested
Industrial Cycle
The total composite product and service characteristics of marketing, engineering, manufacturing, and maintenance through which the product and service in use will meet the expectation by the customer
Supplier
Utilization of Quality Consultant
Quality Thoughts – Dr. Genichi Taguchi
Definition Orientation Tools / Methods Developed & Suggested
Off Line and On Line Quality Control Taguchi Method of Quality Engineering
The loss imparted to society from the time a product is shipped
Supplier
Total Quality Thoughts
MANAGEMENT RESPONSIBILITY PHILOSOPHY CULTURE
Total Quality is an organization – wide commitment to getting things right. Total Quality is a strategic approach to producing the best product and service possible – through constant innovation.
(Atkinson)
PROCESS
QUALITY SYSTEM
TOOLS & TECHNIQUES
CUSTOMER TRAINING & EDUCATION
COMMUNICATION
Total Quality Thoughts
Total Quality Management is an approach to improving the effectiveness and flexibility of business as a whole. It is essentially a way of organizing, involving the whole organization; every department, every activity, every single person at every level. For an organization to be truly effective, each part of it must work properly together, recognizing that every person and every activity affects, and in turn is affected by others. (Oakland)
MANAGEMENT
QUALITY SYSTEM
TEAM WORK
TOOLS & TECHNIQUES
Total Quality Thoughts
Total Quality Management is an integrated approach in delighting customers (internal and external) by meeting their expectations on a continuous basis through everyone involved with the organization working on continuous improvement in all products, services and processes along with proper problem solving methodology.
(Eicher Consultancy Services)
WORLD CLASS
TOTAL EMPLOYEE INVOLVEMENT
LEADERSHIP, TEAMWORK, CONSENSUS
WASTE ELIMINATION & PROBLEM EXPOSURE
TOTAL QUALITY CONTROL
SYSTEMS, STATISTICAL PROCESS CONTROL (SPC), PDCA, PROBLEM SOLVING TOOLS
THROUGH CONTINUOUS IMPROVEMENT
COST OF QUALITY
Cost of Quality (COQ)
APPRAISALCOST
(COST OF CONFORMANCE)
COST OF CONTROL
PREVENTION COST
INTERNAL FAILURE
(COST OF NON –CONFORMANCE) EXTERNAL FAILURE
COST OF FAILURE
Cost of Quality (COQ)
Cost of Control : Appraisal Cost associated with evaluation of purchased materials, intermediates, etc. to assure conformance to the standards e.g. inspection or checks of incoming materials / services, quality audits, inspection and calibration of equipments of inspection equipments, vendor appraisal / rating
Cost of Quality (COQ)
Cost of Control : Prevention Cost – planned and are incurred prior or after operations e.g. determination or product or service requirements, quality planning, quality assurance, maintenance / calibration of developmental instruments, training and preparation, other support activities related to prevention
Cost of Quality (COQ)
Cost of Failure : Cost of Internal Failure – occurs when the work fail to reach the desired standards and is detected before the product reaches to the customer
e.g. wastes during processing / manufacturing, scrap, rework or rectification, re-inspection, downgrading (value loss), excess inventory to take care of the budgeted loss, and costs associated with failure analysis
Cost of Quality (COQ)
Cost of Failure : Cost of External Failure – occurs when the product or service fails to meet the standards and is not detected till delivered to the customer e.g. repair of returned product or at site, warranty claims, complaint handling, investigation, and costs associated with liability / litigation
Cost of Quality (COQ)
QUALITY RELATED COST
TOTAL QUALITY RELATED COST
FAILURE COST APPRAISAL COST
PREVENTION COST
ABILITY TO MEET CUSTOMER’S REQUIREMENTS
SIMPLE QC (PROBLEM SOLVING) TOOLS
Tools & Techniques for Problem Solving and / or Improvement
Classification of Tools & Techniques
? Data Collection and / or Compilation
?
?
Summarization
Presentation
?
Analysis
Tools & Techniques for Problem Solving and / or Improvement
Tools & Techniques for Data Collection and / or Compilation
? ? ? Checksheet Sampling Plan Stratification
Tools & Techniques for Problem Solving and / or Improvement
Tools & Techniques for Data Summarization
? ? ? Frequency Distribution Histogram Measures of Central Tendency (i.e. Mean, Mode & Median) and Dispersion (Range & Standard Deviation)
Tools & Techniques for Problem Solving and / or Improvement
Tools & Techniques for Presentation
? Graphs & Charts and Flowchart
?
Scatter Diagram
Tools & Techniques for Problem Solving and / or Improvement
Tools & Techniques for Analysis
? Pareto Analysis
?
?
Correlation & Regression
Test of Hypothesis
?
?
Analysis of Variance (ANOVA)
Multivariate Analysis
Tools & Techniques for Problem Solving and / or Improvement
Tools & Techniques for Analysis
? Control Chart
?
Process Capability Studies
Simple Tools & Techniques
Flowcharting –
? ? Diagrammatic representation of a process Logical representation of interdependence
? ?
Easy to interpret Easy to identify inputs for various activities
Simple Tools & Techniques Brainstorming –
? ? A technique to facilitate group interaction Elaborate discussion without any bias
? ? ?
No dominance from an individual or idea Convergence of ideas possible Win – win approach for collaboration
Simple Tools & Techniques
Check - sheet –
? ? A systematic data collection tool Ease for data collection
? ?
Data collection should be user friendly Needed for data based decision making
Simple Tools & Techniques
Stratification –
? ? ? ? Classification of data Cognizance of all conditions under which data has been collected, which are of our interest First step towards the ‘root cause analysis’ for problem solving Should be incorporated with check - sheet
Simple Tools & Techniques Graphs & Charts –
? Useful as a MIS tool
? Interpretation of data is made easy as data is visualized, easy to see the trends in the data
? Easy to draw attention of all concerned on chronic / potential problems
Simple Tools & Techniques
Types of Graphs & Charts –
? Bar Chart ? Line Chart ? Pie Chart ? Radar Chart Charts can be easily plotted using software.
Simple Tools & Techniques
Histogram –
? A special type of bar chart based on frequency distribution
? Useful to study the central behavior of the process / machine ? Useful to study the process capability
Simple Tools & Techniques
Pareto Analysis
? Named after Italian economist Vilfredo Pareto; it is a special type of Bar Chart in which the elements are arranged in descending order ? Used for identifying vital few problems for step by step problem solving ? Helps in action planning on problem solving
Simple Tools & Techniques
Cause - Effect Diagram (Fishbone Diagram or Ishikawa Diagram)
? A visual tool used to identify, explore and display, in detail, all the possible causes related to a problem or condition to discover root causes ? Focuses team on the content of the problem ? Creates a snapshot of the collective knowledge of team ? Creates consensus of the causes of a problem
Simple Tools & Techniques
Cause - Effect Diagram (Fishbone Diagram or Ishikawa Diagram)
? Builds support for resulting solutions
? Focuses the team on causes not symptoms
? To discover the most probable causes for further analysis ? To visualize possible relationships between causes for any problem current or future
Simple Tools & Techniques
Cause - Effect Diagram (Fishbone Diagram or Ishikawa Diagram)
? To pinpoint conditions causing customer complaints, process errors or non-conforming products ? To Provide focus for discussion ? To aid in development of technical or other standards or process improvements ? To determine the sphere of influence and the span of control for the team
Simple Tools & Techniques
Scatter Diagram ? Graphical tool to examine strength of relationship between two variables ? Prior knowledge about cause and effect relationship is essential ? Forms a basis for undertaking study on Regression
Simple Tools & Techniques
Correlation vs. Cause and Effect
Cause and Effect - verifiable one-way relationship in which one element, condition, or action makes another exist when it would not have done so on its own. Correlation - the observation that something changes when another does but a verifiable causal connection hasn’t been established
Simple Tools & Techniques
Correlation ? This leads to study the ‘going togetherness’ between two or more parameters; the parameters are not necessarily known to be related as cause – and – effect ? It only reflects the degree of association
? The value ‘r’ shows the strength of relationship.
Other Tools & Techniques
Regression ? In this analysis cause – and – effect relationship exist; a prior knowledge to this effect is essential
? The empirical relationship between dependent and independent variables are,
Y = bo + b1X1 + b2X2 + ………. + bkXk + e where Y is dependent variable, X1, X2, Xk are the independent variables and e is the error in prediction. The value ‘r’ shows the strength of relationship.
doc_623052802.ppt
The PPT explaining about Total Quality Management. It covers the Juran's theory in details with techniques and tools.
INTRODUCTION TO TOTAL QUALITY MANAGEMENT
Quality Thoughts – Dr. J. M. Juran
Definition Orientation Tools / Methods Developed & Suggested
Quality Triology
Fitness for use
Customer
The five quality characteristics
Internal Customer The four phases of problem solving Quality Council The Quality Spiral
Road Map for Improvement (Dr. J. M. Juran)
New Projects
REPLICATE AND INSTITUTIONALZE
IDENTFY IMOPROVEMENT PROJECTS
Projects
ESTABLISH PROJECTS
Breakthrough in Attitude
New Level of Performance
HOLD THE GAINS
Breakthrough in Results
Breakthrough in Organizations
Mission & Techniques
Breakthrough in Cultural Pattern
Breakthrough in Knowledge
DIAGNOSE CAUSE(S)
THE
Remedy
REMEDY THE CAUSE(S)
Root Cause(s)
Quality Thoughts – Dr. W. E. Deming
Definition Orientation Tools / Methods Developed & Suggested
Fourteen points of quality Deming Cycle – PDCA Cycle Seven deadly diseases System of profound knowledge Statistical Quality
Fitness for purpose
Customer
PDCA Cycle (Deming Cycle)
• P : PLAN • D : DO • C : CHECK • A : ACT
ACT
PLAN
DO
CHECK
Quality Thoughts – Garvin
Definition Orientation Tools / Methods Developed & Suggested
The five bases of quality
Eight dimensions of quality
Not specific
Customer and Supplier
Quality Thoughts – Dr. Philip B. Crosby
Definition Orientation Tools / Methods Developed & Suggested
Five absolutes of quality
Fourteen point plan for quality
Conformance to requirements
Supplier
Quality Thoughts – Dr. Kauru Ishikawa
Definition Orientation Tools / Methods Developed & Suggested
Fishbone Diagram / Cause and Effect Diagram Classification of statistical tools – Seven QC Tools
Not specific
Supplier
Company – wide Quality Control
Quality Circles
Quality Thoughts – Dr. A. V. Feigenbaum
Definition Orientation Tools / Methods Developed & Suggested
Industrial Cycle
The total composite product and service characteristics of marketing, engineering, manufacturing, and maintenance through which the product and service in use will meet the expectation by the customer
Supplier
Utilization of Quality Consultant
Quality Thoughts – Dr. Genichi Taguchi
Definition Orientation Tools / Methods Developed & Suggested
Off Line and On Line Quality Control Taguchi Method of Quality Engineering
The loss imparted to society from the time a product is shipped
Supplier
Total Quality Thoughts
MANAGEMENT RESPONSIBILITY PHILOSOPHY CULTURE
Total Quality is an organization – wide commitment to getting things right. Total Quality is a strategic approach to producing the best product and service possible – through constant innovation.
(Atkinson)
PROCESS
QUALITY SYSTEM
TOOLS & TECHNIQUES
CUSTOMER TRAINING & EDUCATION
COMMUNICATION
Total Quality Thoughts
Total Quality Management is an approach to improving the effectiveness and flexibility of business as a whole. It is essentially a way of organizing, involving the whole organization; every department, every activity, every single person at every level. For an organization to be truly effective, each part of it must work properly together, recognizing that every person and every activity affects, and in turn is affected by others. (Oakland)
MANAGEMENT
QUALITY SYSTEM
TEAM WORK
TOOLS & TECHNIQUES
Total Quality Thoughts
Total Quality Management is an integrated approach in delighting customers (internal and external) by meeting their expectations on a continuous basis through everyone involved with the organization working on continuous improvement in all products, services and processes along with proper problem solving methodology.
(Eicher Consultancy Services)
WORLD CLASS
TOTAL EMPLOYEE INVOLVEMENT
LEADERSHIP, TEAMWORK, CONSENSUS
WASTE ELIMINATION & PROBLEM EXPOSURE
TOTAL QUALITY CONTROL
SYSTEMS, STATISTICAL PROCESS CONTROL (SPC), PDCA, PROBLEM SOLVING TOOLS
THROUGH CONTINUOUS IMPROVEMENT
COST OF QUALITY
Cost of Quality (COQ)
APPRAISALCOST
(COST OF CONFORMANCE)
COST OF CONTROL
PREVENTION COST
INTERNAL FAILURE
(COST OF NON –CONFORMANCE) EXTERNAL FAILURE
COST OF FAILURE
Cost of Quality (COQ)
Cost of Control : Appraisal Cost associated with evaluation of purchased materials, intermediates, etc. to assure conformance to the standards e.g. inspection or checks of incoming materials / services, quality audits, inspection and calibration of equipments of inspection equipments, vendor appraisal / rating
Cost of Quality (COQ)
Cost of Control : Prevention Cost – planned and are incurred prior or after operations e.g. determination or product or service requirements, quality planning, quality assurance, maintenance / calibration of developmental instruments, training and preparation, other support activities related to prevention
Cost of Quality (COQ)
Cost of Failure : Cost of Internal Failure – occurs when the work fail to reach the desired standards and is detected before the product reaches to the customer
e.g. wastes during processing / manufacturing, scrap, rework or rectification, re-inspection, downgrading (value loss), excess inventory to take care of the budgeted loss, and costs associated with failure analysis
Cost of Quality (COQ)
Cost of Failure : Cost of External Failure – occurs when the product or service fails to meet the standards and is not detected till delivered to the customer e.g. repair of returned product or at site, warranty claims, complaint handling, investigation, and costs associated with liability / litigation
Cost of Quality (COQ)
QUALITY RELATED COST
TOTAL QUALITY RELATED COST
FAILURE COST APPRAISAL COST
PREVENTION COST
ABILITY TO MEET CUSTOMER’S REQUIREMENTS
SIMPLE QC (PROBLEM SOLVING) TOOLS
Tools & Techniques for Problem Solving and / or Improvement
Classification of Tools & Techniques
? Data Collection and / or Compilation
?
?
Summarization
Presentation
?
Analysis
Tools & Techniques for Problem Solving and / or Improvement
Tools & Techniques for Data Collection and / or Compilation
? ? ? Checksheet Sampling Plan Stratification
Tools & Techniques for Problem Solving and / or Improvement
Tools & Techniques for Data Summarization
? ? ? Frequency Distribution Histogram Measures of Central Tendency (i.e. Mean, Mode & Median) and Dispersion (Range & Standard Deviation)
Tools & Techniques for Problem Solving and / or Improvement
Tools & Techniques for Presentation
? Graphs & Charts and Flowchart
?
Scatter Diagram
Tools & Techniques for Problem Solving and / or Improvement
Tools & Techniques for Analysis
? Pareto Analysis
?
?
Correlation & Regression
Test of Hypothesis
?
?
Analysis of Variance (ANOVA)
Multivariate Analysis
Tools & Techniques for Problem Solving and / or Improvement
Tools & Techniques for Analysis
? Control Chart
?
Process Capability Studies
Simple Tools & Techniques
Flowcharting –
? ? Diagrammatic representation of a process Logical representation of interdependence
? ?
Easy to interpret Easy to identify inputs for various activities
Simple Tools & Techniques Brainstorming –
? ? A technique to facilitate group interaction Elaborate discussion without any bias
? ? ?
No dominance from an individual or idea Convergence of ideas possible Win – win approach for collaboration
Simple Tools & Techniques
Check - sheet –
? ? A systematic data collection tool Ease for data collection
? ?
Data collection should be user friendly Needed for data based decision making
Simple Tools & Techniques
Stratification –
? ? ? ? Classification of data Cognizance of all conditions under which data has been collected, which are of our interest First step towards the ‘root cause analysis’ for problem solving Should be incorporated with check - sheet
Simple Tools & Techniques Graphs & Charts –
? Useful as a MIS tool
? Interpretation of data is made easy as data is visualized, easy to see the trends in the data
? Easy to draw attention of all concerned on chronic / potential problems
Simple Tools & Techniques
Types of Graphs & Charts –
? Bar Chart ? Line Chart ? Pie Chart ? Radar Chart Charts can be easily plotted using software.
Simple Tools & Techniques
Histogram –
? A special type of bar chart based on frequency distribution
? Useful to study the central behavior of the process / machine ? Useful to study the process capability
Simple Tools & Techniques
Pareto Analysis
? Named after Italian economist Vilfredo Pareto; it is a special type of Bar Chart in which the elements are arranged in descending order ? Used for identifying vital few problems for step by step problem solving ? Helps in action planning on problem solving
Simple Tools & Techniques
Cause - Effect Diagram (Fishbone Diagram or Ishikawa Diagram)
? A visual tool used to identify, explore and display, in detail, all the possible causes related to a problem or condition to discover root causes ? Focuses team on the content of the problem ? Creates a snapshot of the collective knowledge of team ? Creates consensus of the causes of a problem
Simple Tools & Techniques
Cause - Effect Diagram (Fishbone Diagram or Ishikawa Diagram)
? Builds support for resulting solutions
? Focuses the team on causes not symptoms
? To discover the most probable causes for further analysis ? To visualize possible relationships between causes for any problem current or future
Simple Tools & Techniques
Cause - Effect Diagram (Fishbone Diagram or Ishikawa Diagram)
? To pinpoint conditions causing customer complaints, process errors or non-conforming products ? To Provide focus for discussion ? To aid in development of technical or other standards or process improvements ? To determine the sphere of influence and the span of control for the team
Simple Tools & Techniques
Scatter Diagram ? Graphical tool to examine strength of relationship between two variables ? Prior knowledge about cause and effect relationship is essential ? Forms a basis for undertaking study on Regression
Simple Tools & Techniques
Correlation vs. Cause and Effect
Cause and Effect - verifiable one-way relationship in which one element, condition, or action makes another exist when it would not have done so on its own. Correlation - the observation that something changes when another does but a verifiable causal connection hasn’t been established
Simple Tools & Techniques
Correlation ? This leads to study the ‘going togetherness’ between two or more parameters; the parameters are not necessarily known to be related as cause – and – effect ? It only reflects the degree of association
? The value ‘r’ shows the strength of relationship.
Other Tools & Techniques
Regression ? In this analysis cause – and – effect relationship exist; a prior knowledge to this effect is essential
? The empirical relationship between dependent and independent variables are,
Y = bo + b1X1 + b2X2 + ………. + bkXk + e where Y is dependent variable, X1, X2, Xk are the independent variables and e is the error in prediction. The value ‘r’ shows the strength of relationship.
doc_623052802.ppt