Session 3: Total Quality Management

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Presentation transcript:

Session 3: Total Quality Management Total Quality Tools and Statistical Thinking Santiago Ibarreche © 2003

Reasons for Using Tools According to Joseph Juran: … most people devote too much attention to control and too little to planning and improvement … Santiago Ibarreche © 2003

Types of Tools Tools for Quality Planning: Quality Function deployment Concurrent Engineering The New Seven management and Planning Tools Tools for Continuous Improvement: Tools for data Collection and Analysis The Deming Cycle Poka-Yoke (Mistake Proofing) Benchmarking Creativity and Innovation Statistical Thinking Santiago Ibarreche © 2003

Quality Function Deployment Steps to Follow: Identify Customer Attributes Identify Technical Factors Relate Customer Attributes to Technical Factors of a Design (For Products or Services) Evaluate Competing Products or Services Based on Customer Attributes Evaluate Technical Features of a Design and Develop Targets Determine which technical features to deploy in the production or service process Santiago Ibarreche © 2003

QFD (The House of Quality) Interrelations Technical requirements Voice of Customer Relation Between Voice of Customer and Technical requirements Priorities of customer Voice elements Competitive Evaluation Priorities of technical requirements and Deployment Santiago Ibarreche © 2003

Voice of Customer Information Sources: Sales Force Surveys Competition Market studies Santiago Ibarreche © 2003

Technical Requirements Source of Information: Industry Standards Internal Experience External experience Benchmarking “Best of Class” Selection Objectivity Efficiency Studies Santiago Ibarreche © 2003

Relation Between Voice of Customer and Technical requirements Interrelations Interrelations Between requirements: Between Customer Voice and requirements Sources of Information: Internal Experience Process Analysis Surveys Pareto Relation Between Voice of Customer and Technical requirements Santiago Ibarreche © 2003

Santiago Ibarreche © 2003

Sites for Exercises http://www.utep.edu/sibarr/QFDExample.xls http://www.utep.edu/sibarr/Pareto.xls Santiago Ibarreche © 2003

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