prepared by: ali siddiqi. what is quality? quality is never an accident, it is always a result of...

Prepared By: Ali Siddiqi

Quality


What is Quality?Quality is never an accident, it is always a

result of intelligent effort. (John Ruskin, 19th century painter and art critic)

The totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs. (American Society for Quality)

Quality is free; it is non-quality that is expensive. (Phil Crosby)


Quality Through Different AspectsUser Based

Quality “lies in the eyes of the beholder”Marketing and customer basedBetter performanceNicer features

Manufacturing BasedMeeting standardsMaking it right the first time


Quality Through Different AspectsProduct Based

Quality is measurableQuality is determined by precise variables


Implications of QualityCompany Reputation

Product Liability

Global Implications


Cost of Quality (COQ)Cost of Quality: The cost of doing things

wrongPreventive Costs

Associated with preventing defectsAppraisal Costs

Associated with evaluation costs


Cost of Quality (COQ)Internal Costs

Associated with defects and problems before delivery

External CostsCosts that occur after delivery


Total Quality ManagementTQM is a corporate business management

philosophy which recognizes that customer needs and business goals are inseparable.


Total Quality ManagementTQM is a management philosophy for

continuously improving overall business performance based on leadership, supplier quality management, vision and plan statement, evaluation, process control and improvement, product design, quality system improvement, employee participation, recognition and reward, education and training, and customer focus.


Deming’s 14 Points1. Create consistency of purpose2. Lead to promote change3. Build quality into the product; stop depending

on inspection4. Build long-term relationships based on

performance, not price5. Continuously improve product, quality, and

service6. Start training7. Emphasize leadership


Deming’s 14 Points8. Drive out fear9. Break down barriers between departments10. Stop haranguing workers11. Support, help, improve12. Remove barriers to pride in work13. Institute a vigorous program of education and

self-improvement14. Put everybody in the company to work on the

transformation


Google Video


Continuous ImprovementSetting the bar and then raising itZero DefectsEmployee recognition is corner stonePDCA/ Kaizen


Video: TQM In Toyota


Employee Empowerment85% of Problems are with materials and

equipmentInvolvement by those who are dealing hands

on with the systemDelegating responsibilityInvolving shop-floor vs. Top DownForming of teamsQuality Circles


BenchmarkingProcess of evaluation via choosing the best

practice in a particular activityProvides a snapshot of your business and

gives a relative standingBenchmarking outside your industryInternal benchmarking


Steps in Benchmarking1. Determine what to benchmark2. Form a benchmark team3. Identify benchmarking partners4. Collect and analyze benchmarking

information5. Take action to match or exceed the

benchmark


Just In TimeCutting cost of quality

Inventory hides bad qualityLess scrap, rework, damage costs

Improves qualityCuts lead timeErrors are seen earlyQuality problems can be found both within firm

and vendorsLess inventory ordering


Deming’s Seven Deadly DiseasesLack of constancy of purpose. Emphasis on short-term profits. Evaluation by performance, merit rating, or

annual review of performance. Mobility of management.


Deming’s Seven Deadly DiseasesRunning a company on visible figures alone. Excessive medical costs. Excessive costs of warranty, fueled by

lawyers who work for contingency fees.


Tools of TQMCheck Sheets

Used for recording dataHelp in showing patterns

Scatter DiagramsShow relationships between two

measurements


Tools of TQMCause and Effect Diagrams

Ishikawa Diagram or Fish-Bone ChartUsed to discover possible locations of quality

problems4 Ms:

Material Machinery Manpower Methods


Tools of TQMFlowcharts

Graphically explain the processStatistical Process Control (SPC)

Process used to monitor standards, make measurements and take actions to correct problems as the product is being produced

Uses control charts


Tools of TQMPareto Charts

80/20 RuleHistograms

Shows the range of values of a measurement and the frequency of its occurrence

Show frequency and variations


ReferencesTextbook: Chapter 6Video: Available on site

(www.ustadhali.webs.com)

prepared by: ali siddiqi. what is quality? quality is never an accident, it is always a result of...

Documents

quality quality

ali siddiqi slide

measurable quality

supplier quality management

quality system improvement

total quality management

evaluation costs

product stop