Total Quality Management CS3300 Fall 2015

A long time ago Made in Japan – then and now W. Edwards Demming We improve product by improving the process, not by testing the product YOU DO NOT TEST QUALITY IN, YOU DESIGN IT IN.

Total Quality Management TQM Customer Satisfaction 100% Compliance with Expectations Continuous Process Improvement Statistical Process Control

Red Bead Experiment

Deming's 14 Points Create a constancy of purpose for improvement of product and service. Adopt the new philosophy. Cease dependence on mass inspection Do not award business on price alone Improve constantly and forever the system of production and service Institute training Adopt and institute leadership

Demings 14 Points Drive out fear Break down barriers between staff areas Eliminate slogans, exhortations, and targets for the work force Remove barriers that rob people of pride of workmanship Encourage education and self-improvement for everyone Take action to accomplish the transformation

Raw Data (Ordered) ModuleTimeCumulPercent icongen hud_ipc huddsply hud_proc hud_boot

Pareto Example Time Worked (Hours) 42.2 icongen hud_ipchuddsply N=123.5 Percent of Total 34% 67% hud_proc hud_boot 82% 96% 100%

Using all that PSP defect data First plot the defects by category on the pareto chart We always want to work on the most problematic area first. We are trying to id the 20% of things that are causing us 80% of the trouble

10 Documentation problem 20 Syntax 30 Build 40 Assignment 50 Interface 60 Error Handling 70 Data 80 Function 90 System 100 Environment Defect Categories

Formulate the Plan Select the most probable root cause Make a plan to eliminate that issue Try it on a small scale Take more measurements If improved, then adopt, otherwise reject

Processes and control To be improved a process must be repeatable To be repeatable it must produce the same results each time Variation must be predictable

Six Sigma Developed by Motorola in 1986 Famous after Jack Welch used at GE in 1995 Process: Define Phase (id customer, critical quality requirement) Measure Phase (Define goals, Data Collection plan, Collect needed data, Variation in current process) Analyze Phase (analyze data) Improve Phase (id solutions, pilot solution) Control Phase (implement process control)

The Big Problem -- Systems We don’t actually live in a linear world where cause and effect is easy to see. Peter Senge : The Fifth Discipline Today’s problems are caused by yesterday’s solutions The easy way out is often the way back in The harder you push, the harder the System pushes back Behavior grows better before it gets worse The cure can be worse than the disease Faster is slower Cause and effect are not closely related in time and space Small change can produce big results, but the leverage areas are not always obvious You can have your cake and eat it too – but not all at once. Dividing an elephant in half does not make 2 small elephants There is no outside enemy, no one to blame