March 2002www.qimpro.com1 LEADERSHIP FOR THE QUALITY CENTURY Suresh Lulla Managing Director Qimpro Consultants Pvt Ltd SIX SIGMA

March 2002www.qimpro.com2 WHAT IS QUALITY? Features Freedom from Deficiencies Needs Customer Effect Higher Quality Right Thing Satisfaction Income Costs More Done Right Dissatisfaction Costs Costs Less

March 2002www.qimpro.com3 RESULTS OF TQM Delighted Customers Empowered Employees Higher Revenue Lower Cost

March 2002www.qimpro.com4 Results Processes Infrastructure Foundation TOTAL QUALITY MANAGEMENT

March 2002www.qimpro.com5 QUALITY IMPROVEMENT PROCESS 1.Identify a Project 2.Establish the Project 3.Diagnose the Cause 4.Remedy the Cause 5.Hold the Gains 6.Replicate Results and Nominate New Projects

March 2002www.qimpro.com6 QUALITY PLANNING PROCESS 1.Establish the Project 2.Identify Customers 3.Discover Customer Needs 4.Develop Product 5.Develop Process 6.Develop Controls and Transfer to Operations

March 2002www.qimpro.com7 QUALITY CONTROL PROCESS 1.Choose Control Subject 2.Establish Measurement 3.Establish Standards of Performance 4.Measure Actual Performance 5.Compare to Standards 6.Take Action on the Difference

March 2002www.qimpro.com8 The Juran Trilogy

March 2002www.qimpro.com9 SIX SIGMA PROCESS  Bob Galvin, Motorola, developed Six Sigma with support of Dr J M Juran – Early 1980s  Six Sigma Process is The Juran Trilogy on Steroids – Ten-fold improvement per annum  Motorola won the Malcolm Baldrige National Quality Award  Jack Welch, GE, made Six Sigma the central focus of Business Strategy – 1995.

March 2002www.qimpro.com10 SIX SIGMA BLACK BELT  Six Sigma Project Leader – Black Belt  Business Results = F n (Black Belts)  Black Belt Certification in India  BOK: American Society for Quality  16 Days (4 x 4)  2 Six Sigma Projects  Examination (4 Hours)  CSSBB Certification.

March 2002www.qimpro.com11 CERTIFIED SIX SIGMA BLACK BELT  Syllabus - Prescribed by American Society for Quality (ASQ)  Courseware - Developed by Quality Council of Indiana, USA  Faculty - Suresh Lulla, MD, Qimpro Consultants  Tutorials - Four sessions ( April, May, June, July 2002)  Projects - Two. In parallel with tutorials  Examination - 10 August 2002  Venue - Indian Merchants’ Chamber, Mumbai  Certification - CSSBB from Qimpro College / Quality Council of Indiana

March 2002www.qimpro.com12 INFRASTRUCTURE: SIX SIGMA Leadership Initiative Management Support Core Processes Stakeholder Satisfaction International Quality Maturity Model Feed back / Feed forward

March 2002www.qimpro.com13 IQMM BUSINESS ELEMENTS 1.Leadership and strategic planning 2.Company-wide communication 3.Human resource management 4.Quality management system 5.Cost control 6.Customer interaction management 7.Research, design, and development 8.Supplier interaction management 9.Operations management and maintenance 10.Stores, distribution, and service management 11.Inspection and measurement 12.Corrective and preventive action 13.Continual quality improvement 14.Quality audits 15.Stakeholder satisfaction.

March 2002www.qimpro.com14 FOUNDATION 1. CUSTOMER FOCUS 2. STRATEGIC PLANNING 3. EXECUTIVE LEADERSHIP

March 2002www.qimpro.com15 ESTIMATE SIGMA CAPABILITY  What process do you wish to consider?  How many units were put through this process in the past 12 months?  Of the units that went into the process, how many came out OK?  Determine the number of things that could create a defect, i.e. number of critical-to-quality characteristics  Send information to Suresh Lulla at or T: F:  Receive a Sigma Capability for process from Qimpro.

March 2002www.qimpro.com16 Thank You