Total Quality Management A Great Concept But What is IT ?
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
Aspects of Quality * Manufacturing * Performance Features Reliability Servicability Durability Conformance Aesthetic Characteristics Perceived Quality
Aspects of Quality * Services * Reliability Responsiveness Tangibles Assurance Empathy
The Quality Gurus Deming: Management is Responsible Crosby: Quality is Free Juran: Quality Trilogy –Planning –Control –Improvement
TQM Wheel
PlanDemingWheel
Plan Do DemingWheel
Plan Do Check DemingWheel
Plan Do Check Act DemingWheel
Plan Do Check Act DemingWheel
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
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
RIVETHEAD: Tales From The Assembly Line By Ben Hamper A violation of how many of Deming’s points?
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.
Quality Management Costs As Quality Cost CategoryIncreases, Costs: PreventionIncrease AppraisalDecrease Internal FailureDecrease External FailureDecrease
Costs of Detecting a Defect Cost of Detection ($) Process Final Testing Customer
Costs of Detecting a Defect Cost of Detection ($) Process Final Testing Customer
Costs of Detecting a Defect Cost of Detection ($) Process Final Testing Customer Prevention Costs
Seven Quality Tools Checklists Histograms Bar Charts Pareto Charts Scatter Diagrams Cause-and-Effect Diagrams Graphs
Quality Function Deployment The House of Quality
Voice of the Customer
Customer Easy to close from outside7 Stays open on a hill5 Easy to open from outside3 Doesn’t kick back3. Doesn’t leak in rain3 No road noise2. Easy to open and close door Isolation Relative importance
Voice of the Customer
Competitive Analysis
Customer perceptions Our car A’s car B’s car
Competitive Analysis
Voice of the Engineer
Open-close effort Sealing- insulation - Energy to close door + Check force on level ground+ Check force on 10º slope- Energy to open door - Peak closing force... + Door seal resistance + Acoustic transmission, window + Road noise reduction+ Water resistance
Voice of the Engineer
Correlations
Correlations X X Relationships Strong positive Medium positive X Medium negative X Strong negative
Correlations
Technical Comparison
Measurement unitsft-lblblbft-lblblb/ft-dbpsi Our car door A’s car door B’s car door Technical difficulty Imputed importance (%) Estimated cost (%) Targets Objective measures
Technical Comparison
Trade-offs
Trade-offs X X X X X X X X X X Relationships Strong positive Medium positive X Medium negative X Strong negative
Trade-offs
Cause-and-Effect Diagrams EffectPersonnelMachinesProcessMaterials
Checker Board Airlines Delayed flight departures
Checker Board Airlines Aircraft late to gate Mechanical failures Equipment Delayed flight departure s
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 departure s
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 departure s
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 departure s Late food service Late fuel Late baggage to aircraft
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 departure s Late food service Late fuel Late baggage to aircraft