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

2. 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

3. 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

4. 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

5. 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

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

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

8. 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

9. Santiago Ibarreche © 2003

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