1. Week 1: Introduction to Quality Total Quality Management (p.1)
&
Total Quality Management (p.1)
Intro to Quality:
Quality Definition
Quality Organization
Quality Systems
Quality & Communication
Quality and Motivation (Human Factors)
TQM:
Quality Functions
Responsibility for Quality
TQM Tools
Systematic Approach to TQM
Management involvement & Commitment
Metrics/Problem Solving

2. Introduction To Quality (p.1)
Definition of Quality: Satisfying what the customer wants, needs, and is willing to pay for. OR
“Quality is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs now and in the future.” (Ref. ANSI / ASQC A “Quality Systems Terminology”)
What do you see missing from these definitions??

3. Broad Steps to Achieving Quality (p. 1)
Determine the customer’s requirements (wants/needs).
Set standards to define all requirements
Prepare plans to meet those requirements (quality design)
Communicate requirements and plans effectively to all concerned
Assess the ability to meet the requirements (or any changes needed to satisfy the customers requirements)
Select/use capable processes
Control the processes

4. What factors help a company to conform to the customer’s requirements
What factors help a company to conform to the customer’s requirements?? (p.1)
The ability to meet design requirements (process capability)
A controlled process (to consistently produce within the process capability)
A well-trained and motivated workforce
Management’s commitment and support

5. The Quality Organization (p.1)
Defined: The quality organization is a combination of all personnel and functions in the company.
“Old School” belief that quality was a separate department with direct responsibility of only quality control.

6. Quality Systems (p. 1, 2)
Defined: A quality system is one in which all activities and responsibilities have been clearly defined. Typically through policies and procedures or SOPs.
Quality Systems may include but is not limited to the following elements:
Contract Reviews
Design control
Inspection, measuring and test equip.
Product ID and traceability
?????
Handling, storage, packaging, and shipping
Corrective action procedures

7. Quality & Communication(p.4)
What are some things we might be trying to communicate???
Who are we trying to communicate with??
Between the producers and the consumers
Between marketing and engineering
Between engineering and manufacturing
Etc.
What can cause the breakdowns in communication……?

8. Quality and Motivation (Human Factors)
Factors to consider (p.5), things people need in the process: (SEE 5ME in Tooling U/Amatrol: manpower, methods, materials, machines, measurements, environment)
Training or skill level of employees
Proper Tools
Clearly Defined Standards
Measurement: The ability to accurately & repeatedly measure the output of the process. Compare to standards.
Control: The ability to monitor the process
Graphical analytical tools (record keeping, statistical info.)
Motivation: lack of the above or personal issues disrupt motivation

9. Total Quality Management(TQM) (p. 7)
Defined: TQM is the process of continuously improving performance at every level and in every area of the company.
The ultimate measure of quality level is made by the customer (internal and external).
Internal?
External?

10. Quality Functions (company wide) (p. 7, 8)
Quality Assurance: A planned and systematic order of events that provide assurance regarding a quality product and or service.
Quality Control: A regulatory process through which measurements of actual quality performance, are compared to a standard and acts on any differences (makes corrections etc.).
Inspection: An appraisal process that compares products with applicable standards.

11. Responsibility for Quality & Their Roles (p.8-14)
Marketing & Sales
Engineering
Process Engineering (Specialists ex. Chemists)
Manufacturing Engineering (Selects the most capable process for product to be manufactured)
Manufacturing
Procurement (purchasing)
Quality Assurance Department
Storage Department
Packing/Shipping
Field Service

12. Brainstorming (Amatrol) Cause and Effect Diagrams (Amatrol) Flowcharts
TQM Tools(p. 15)
Check Sheets
Brainstorming (Amatrol)
Cause and Effect Diagrams (Amatrol)
Flowcharts

13. Systematic Approach to TQM (p. 21)
Simply put, written(manual) policies and procedures to accomplish the goal of quality.
Written policies should:
Provide a baseline for different groups of personnel to perform a function with consistency.
Allow for constant coordination of the methods applied for successful output of a process.
Other ideas??

14. Continue……Systematic Approach to TQM…….
A quality manual should be able to answer 3 questions:
Is there a procedure for the activity (existence)?
If the procedure were followed to the letter, would it work (adequate)?
Is the procedure being followed(compliance)?
What if you answer “No” to any of the above???

15. Management Involvement & Commitment (p.21)
Identify and communicate policies
Establish quality and productivity objectives
Take action when there are deficiencies
Ensure that quality and productivity and responsibilities are clearly defined.
Remove barriers
Foster teamwork
Train the organization using TQM tools
Establish goals and metrics
Communicate top-level goals and metrics to all departments.

16. Metrics & Problem Solving (p.21, 22)
Metrics Defined: Metrics is a measurement of performance against a goal.
Some examples:
Quality: Number of defects, percentage of defective parts, percentage of yield
Delivery: Past dues, missed schedules and cycle times
Profit: Margin, cost of goods sold
Inventory: Turnaround, excess inventory, inventory costs
Marketing: Contract wins vs. loses, customer evaluations