1. Total Quality Management A Great Concept......... But What is IT ?

2. 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

3. Aspects of Quality * Manufacturing * Performance Features Reliability Servicability Durability Conformance Aesthetic Characteristics Perceived Quality

4. Aspects of Quality * Services * Reliability Responsiveness Tangibles Assurance Empathy

5. The Quality Gurus Deming: Management is Responsible Crosby: Quality is Free Juran: Quality Trilogy –Planning –Control –Improvement

6. TQM Wheel

7. PlanDemingWheel

8. Plan Do DemingWheel

9. Plan Do Check DemingWheel

10. Plan Do Check Act DemingWheel

11. Plan Do Check Act DemingWheel

12. 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

13. 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

14. RIVETHEAD: Tales From The Assembly Line By Ben Hamper A violation of how many of Deming’s points?

15. 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.

16. Quality Management Costs As Quality Cost CategoryIncreases, Costs: PreventionIncrease AppraisalDecrease Internal FailureDecrease External FailureDecrease

17. Costs of Detecting a Defect Cost of Detection ($) Process Final Testing Customer

18. Costs of Detecting a Defect Cost of Detection ($) Process Final Testing Customer

19. Costs of Detecting a Defect Cost of Detection ($) Process Final Testing Customer Prevention Costs

20. Seven Quality Tools Checklists Histograms Bar Charts Pareto Charts Scatter Diagrams Cause-and-Effect Diagrams Graphs

21. Quality Function Deployment The House of Quality

22. Voice of the Customer

23. 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

24. Voice of the Customer

25. Competitive Analysis

26. Customer perceptions 12345 Our car A’s car B’s car

27. Competitive Analysis

28. Voice of the Engineer

29. 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

30. Voice of the Engineer

31. Correlations

32. Correlations X X Relationships Strong positive Medium positive X Medium negative X Strong negative

33. Correlations

34. Technical Comparison

35. Measurement unitsft-lblblbft-lblblb/ft-dbpsi Our car door1112610183.10970 A’s car door91269132.10560 B’s car door9.511711142.10660 Technical difficulty451131335 Imputed importance (%)1064916243 Estimated cost (%) 522956692 Targets7.5967.5123.10970 Objective measures

36. Technical Comparison

37. Trade-offs

38. Trade-offs X X X X X X X X X X Relationships Strong positive Medium positive X Medium negative X Strong negative

39. Trade-offs

40. Cause-and-Effect Diagrams EffectPersonnelMachinesProcessMaterials

41. Checker Board Airlines Delayed flight departures

42. Checker Board Airlines Aircraft late to gate Mechanical failures Equipment Delayed flight departure s

43. 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

44. 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

45. 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

46. 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