quality management and six
TRANSCRIPT
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PEMP EMM502
All SessionsAll Sessions
Quality Management and six isigma
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PEMP EMM502
Session 1Session 1
Introduction, Philosophies and P i i lPrinciples
ofofTotal Quality ManagementTotal Quality Management
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PEMP EMM502
Session Objecti esSession Objectives
• At the end of the session the students ld h d t dwould have understood:
– Definition and Evolution of QualityDefinition and Evolution of Quality– Constituents of Total Quality Management– Benefits of TQM Implementation
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S i T iPEMP EMM502
Session Topics
Concepts of quality and total quality C t f litCosts of quality Organizing for quality control g g q yStatistical quality control Concepts of quality assuranceConcepts of quality assurance Total quality control & management Benefits of TQM
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Quality is an endless journeyPEMP EMM502
Quality is an endless journey...
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PEMP EMM502
Why is Quality so important?Why is Quality so important?• Customers are becoming more intolerant of
poor service, unreliable goods, shoddy workmanship, late deliveries etcp,They exert control over suppliers by switching themswitching themSo all organisations are growing increasingly conscious of the competitive potential of Quality.yAlso the Quality parameters are contractually defineddefined.In view of resource constraints in all spheres facing the world, these quality stds will only become more stricter
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PEMP EMM502
TQM—A response to changing p g gmarkets
• Through the last quarter of the last century there was a shift from a ‘sellers market’ to a ‘buyers market’
• Some organisations responded well to this shift g pand some did not
• The organisational world is a rough one with aThe organisational world is a rough one with a variety of stakeholders demanding Continuous Improvement within the context of GlobalImprovement within the context of Global competitionThe healthiest fittest and fastest will win• The healthiest, fittest and fastest will win
• One of the ways to develop competitiveness is to develop a Quality organisation supplying Quality products and /or services
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PEMP EMM502
TQM is notTQM is not--
• A luxuryS thi t fit i d i i t i d• Something to fit in during quiet periods
• Just meeting internal stdsg• Just cutting costs
Th j b f th lit d t• The job of the quality dept• CUSTOMERS DECIDE WHAT QUALITYCUSTOMERS DECIDE WHAT QUALITY
IS AND WHICH ARE QUALITY COMPANIESCOMPANIES
• They do this based on quality varietyThey do this based on quality, variety, timeliness, competitive price, service etc 8PEMP EMM502
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Road to TQMRoad to TQM• Progress----------• I ,C ,A, M ---Model
• Whole operation involved• Quality as strategy (to be competitive)• Teamworkea o• Staff empowerment (involvement)• Involves cust and suppliers• Zero Defect programs• Zero Defect programs
• Quality systemsQuality costing
TQM
• Quality costing• Problem solving• Quality planningQC
QA
• Statistical methods• Process perfinspection p• Quality stds
• Error detectionError detection• Rectification 9
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PEMP EMM502
Right first timeRight first time
• If you don’t do things right first time ,you are—– Wasting timeg– Causing problem to others– Putting customer satisfaction at riskPutting customer satisfaction at risk– Putting yourself under pressure
DEFECTS ARE NOT FREE QUALITY IS FREE– DEFECTS ARE NOT FREE.QUALITY IS FREE. (Requires EFFORT!!)
– SOMEONE MAKES THEM AND GETS PAID
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PEMP EMM502
E l ti f TQMEvolution of TQM
• First we will understand the evolution of TQC d l t th t f TQMTQC and later on that of TQM
• Organisation- wide efforts to improveOrganisation wide efforts to improve quality is termed TQC
• The underlying principle is to produce products of high quality rather thanproducts of high quality rather than detecting defective products thru inspection.
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PEMP EMM502
P i i l f TQCPrinciples of TQC
• Top mgt policy---Defect free, -Do-it-right first time---Kaizentime Kaizen
• A belief that Quality is the most cost-effective way to increase productivityway to increase productivity
• QC Training for ALL. Herein is the belief that i t d t t ib t teveryone is expected to contribute to
product/process quality—Marketing thru design th d th ithru prodn thru service
• Product/service Designg• Quality material from suppliers• Control in production• Control in production• Customer care thru excellent after- sales service12
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PEMP EMM502
TQMTQM
• With more competition, customer ti f ti i t t bsatisfaction in customer terms became
a goal of business orgn.g g• The Quality revolution had started. Began in
JapanJapan• TQM was born with three key philosophies---
Never ending push for improvement and goal of customer satisfaction involving everybody incustomer satisfaction involving everybody in the orgn.
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PEMP EMM502
Philosoph of TQPhilosophy of TQ
• Guided by foll basic mgt concepts– Customer and stakeholder focus– Process orientation– Process orientation– Learning and CI– Empowerment and team work
Mgt by facts– Mgt by facts– Visionary leadership which sees TQ as a
strategic organisational asset
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PEMP EMM502
C tdContd---• It’s characteristics are:
– Intense focus on CUSTOMERS---both internal &Intense focus on CUSTOMERS both internal & external
– Concern for CI—Quality can always be improvedQ y y p– Improvement in Quality of everything that the orgn
does—not only related to final product, but also y p ,services, response to complaints etc
– Accurate measurement of every critical perf variable in the company’s operations
– Empowerment of employees—people on the line, teams are formed and empowered to find and solve problems.
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PEMP EMM502
Elements of TQM RECAPElements of TQM--RECAP
• TQM
Managing so that customer is delighted
philosophy tools
Customer driven qualityLeadership
CI
SPC14 TOOLS SamplingCI
Employee participationQuick responseDesign quality
PreventionM t b f t
14 TOOLSOF PROBLEM
SOLVING AND
SamplingTaguchiMethods
Process capMgt by fact
Partnership devCSR
AND PLANNING
p
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PEMP EMM502
ContdContd----
–SO THE ESSENCE OF TQM IS STRESS ON THREE PRINCIPLESSTRESS ON THREE PRINCIPLES
»CUSTOMER SATISFACTION»CUSTOMER SATISFACTION»EMPLOYEE INVOLVEMENT»CONTINUOUS IMPROVEMENT
IN QUALITYIN QUALITY
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Benefits of TQMBenefits of TQM
• Tangible Better product quality
• Intangible Effective team workBetter product quality
• Productivity improvesEffective team work
• Enhanced job interest• Reduces quality costs• Increased market
• Participative culture• Customer satisfaction• Increased market
• Increased profits• Customer satisfaction• Better company
• Reduced grievances image• Enhanced problemEnhanced problem
solving ability
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PEMP EMM502
Quality mgtQuality mgt
Performance MeasureAdditional Reading Material—Ref
will be providedwill be provided
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PEMP EMM502
D fi iti f Q litDefinitions of Quality
• Ability of Product or Service to meet customer needsneeds
• The totality of features and characteristics of a product/service that bears on its ability to satisfy stated and implied needs p
• Fitness for useQ lit i f h l l d• Quality is a measure of how closely a goods or service conforms to specified standards or specifications
• Quality is what is in the eye of the customer• Quality is what is in the eye of the customer20PEMP EMM502
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PEMP EMM502
Fi i f Q litFive views of Quality• Transcendental view Quality is synonymous• Transcendental view---Quality is synonymous
with innate excellence. Can be recognised /felt thru experience
• Product-Based view—Quality is a precise andProduct Based view Quality is a precise and measurable ingredient of the product. Bit difficult when aesthetic issues creep inwhen aesthetic issues creep in.
• User-Based view---Which best satisfies the customer. Highly subjective. Fitness for use
• Manufacturing –Based view----Conformance toManufacturing Based view Conformance to design/spec
• Value-Based view-Price paid VS value felt bycustomer
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PEMP EMM502
Dimension of Prod ct Q alitDimension of Product Quality• As customers evaluate quality they assess
several different aspects of itseveral different aspects of it– Performance---How good in intended use.(Speed of laser printer?)
Features Special ch’s (Power steering Anti skid brakes?)– Features---Special ch s (Power steering, Anti-skid brakes?)
– Reliability— Likelihood of breakdown/malfunction
Serviceability S d t i f i– Serviceability--- Speed, cost, convenience of repair
– Durability---- Length of time before it has to be replaced
A– Appearance---- Effect on human senses
– Customer service----- Treatment recd before and after sales
– Safety---- How well it protects users during use
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PEMP EMM502
Dimensions of ser ice q alitDimensions of service quality• Reliability• Responsiveness---- Willingness, timelinessResponsiveness Willingness, timeliness• Competence---- possession of skills• Access----- ease of contactAccess----- ease of contact• Courtesy --- politeness• Communication Inform in language that customer can• Communication--- Inform in language that customer can
understand• Credibility --- Trustworthiness— Do they have customers• Credibility --- Trustworthiness— Do they have customers
best interest at heart• Understanding----Make effort to understand needsUnderstanding Make effort to understand needs,
rapport with regular customers• Security--- freedom from danger, risk, doubtSecurity freedom from danger, risk, doubt• Tangibles--- Physical evidence of services 23
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PEMP EMM502
Shiba’s ie pointShiba’s view point
• Level 1 ---Fitness to standard• Level 2---Fitness to needs• Level 3 Fitness to costs• Level 3---Fitness to costs• Level 4---Fitness to perceived /hidden p
needs
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PEMP EMM502
Benefits of q alitBenefits of qualityIt i titi bilit• It improves competitive capability
• It gives a positive company image• It increases market share and thus profits• Overall it reduces costs ----COQ DOWN• Overall, it reduces costs ----COQ DOWN• It improves morale by creating a sense of pride
and so improves productivityand so improves productivity• Quality gives competitive advantage• Quality improves profitability• Quality is a source of value—Corporate andQuality is a source of value Corporate and
personal• Quality has a positive impact on long term• Quality has a positive impact on long term
business results 25
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PEMP EMM502
ContdContd
QUALITY DRIVES THE PRODUCTIVITY• QUALITY DRIVES THE PRODUCTIVITY MACHINEMACHINE
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PEMP EMM502
Q alit mo ement in IndiaQuality movement in India• Walter shewart visited India in 1948• Walter shewart visited India in 1948• Dr Deming in 1950• CII initiated some QC techniques in psu’s
CII formed a TQM division in 1987• CII formed a TQM division in 1987• QCFI was formed and Prof.Ishikawa was invited
in 1986• Industries started setting up quality improvement• Industries started setting up quality improvement
teams• In manu Maruthi set up its plant and changed
the rules of the auto game in manu, quality, g q yservice etc helping lot of ancillaries to get a close look at Japanese manu practices
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PEMP EMM502
ContdContd• CII had its first major seminar with juran in 1987• Mid 80’s saw the beginning of social and• Mid 80 s saw the beginning of social and
economic reforms which set the trend for competition and liberalisationcompetition and liberalisation.
• National committee on quality, quality month t t b b dd dconcept etc became embedded
• 1987 brought in ISO 9000 STDSg• Visible strategies emerged from the european
mkt to set a global trend towards standardisingmkt to set a global trend towards standardising and certifying quality systems.
• In 1991 the first company in india got certified• In 1991 the first company in india got certified. Today more than 1000 are certified 28
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ContdContd
• Realisation slowly came that only certification wd not make a co world classnot make a co world-class.
• Many chief executives and missions thru trade bodies gave the impetus to industries to become market leaders by applying TQM concepts and y pp y g pJapanese manu concepts in India.
• CII developed 9 modules on trg on TQM• CII developed 9 modules on trg on TQM• Quality summit and national quality campaign
have become annual features
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ContdContd
• Global cos in all sectors set up shop in INDIA –IT TELECOM TEXTILES AUTO BPO STEELIT, TELECOM,TEXTILES AUTO, BPO, STEEL ,CEMENT, AVIATION and drove relentlessly th i t f i ti littheir customer focus, innovation, quality concepts which had become second nature to them
• This drive for quality customer focus and CIThis drive for quality, customer focus and CI spread to govt institutions also---Railways, psu’s etcetc
• INDIA IS SEEN AS A COUNTRY CAPABLE OF MAKING QUALITY GOODS AND SERVICES 30
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PEMP EMM502
Small q and BIG QSmall q and BIG Q
• q= a symbol for a firm’s approach to quality where emphasis is just on product quality.– Emphasis on product alone to make sure that goods p p g
produced are fit for customer– Method to prevent recurrence of defects not prime p p
focus– Segregation of good and badSegregation of good and bad– Approach exists where demand>supply and less
competitioncompetition
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PEMP EMM502
Big QBig Q
• Q=Firm’s focus is product + process and tcustomer
– Starting point is customer needsg p– Converted to product features which are produced at
lowest cost/max qualityq y– Right first time is the basic approach
Zero defects prevention rather than correction– Zero defects, prevention rather than correction– Continuous feedback and improvement– Employee trg, involvement
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PEMP EMM502
Q alit in prod ction s stemsQuality in production systems• Production is the process of converting
resources into products/servicesresources into products/services• The collection of activities and operations
involved in producing is referred to as productioninvolved in producing is referred to as production system.C tit t• Constituents are– Input—physical facilities, materials, capital, people, energy etc
Outputs products or services– Outputs—products or services– Processes—means of transformationMost imp is that above prodn system has to keep on interactingMost imp is that above prodn system has to keep on interacting
with the customers and suppliers for ensuring CI of products and processes
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Quality in prodn systemPEMP EMM502
Quality in prodn system
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PEMP EMM502
Three le els of Q alitThree levels of Quality
• An orgn that is committed to quality t i lit t th l lmust examine quality at three levels
– Organisational---Quality concerns of external g ycustomer
– Process---- Which process is most significant. Internal p gcustomer satisfaction.Inputs.Systems.
– Performer/job---Stds Measures etc to meet abovePerformer/job Stds, Measures etc to meet above two reqmts. Improvements.Timeliness.
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PEMP EMM502
Determinants of q alitDeterminants of quality
• Several activities are necessary to achieve litquality:
– Quality of design —market research,qfd,dfmay g q– Capability of prodn processes —cp and cpk– Conformance —must meet specsConformance must meet specs– Customer service ---fair, courteous, prompt treatment
O lt i lit t t– Orgn culture —no compromise on quality,teams etc
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PEMP EMM502
Understanding Competiti enessUnderstanding Competitiveness
– --
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PEMP EMM502
Contd Competiti e adContd---Competitive adv• Each of these chs relate to quality of that
function and so quality is an imp source offunction and so quality is an imp source of competitive adv.
• Quality is as perceived by customer• Quality is as perceived by customer• Japanes auto makers---High reliabilty• Rolex provides highest quality• Apple provides innovative productsApple provides innovative products• Maruthi provides cheap reliable cars
M i l t b k t l d i• Many companies plan to be market leaders in one or two dimensions of quality whereas a
ld l i ALL di iworld class co in ALL dimensions38
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TQM & C titiPEMP EMM502
TQM & Competitiveness
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TQM and ProfitabilityTQM and Profitability
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PEMP EMM502
I d Q lit i S f lImproved Quality is a Source of value
• Improved quality results in– Improved reputation– Improved reputation– Easier selling
Reduced lead times/Enhanced flexibility– Reduced lead times/Enhanced flexibility– Improved productivity
E l id– Employee pride– Reduced costs
It k i t t l l l l k– It makes impact at personal level also as orgn know that unless people internalise quality at their own level it can never get spread into orgnit can never get spread into orgn.
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Improved Quality and Business p yresults
• There is a clear correlation between t t di b i lt d i ioutstanding business results and winning
quality awardsq y• They achieve better employee
l ti hi hi h d ti it trelationships, higher productivity, greater customer satisfaction, increased marketcustomer satisfaction, increased market share and improved profits
• Study???• Ref:• Ref:
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Important concl sionImportant conclusion• Traditional view of quality control was that it
costs more to get a higher product quality. In fact g g p q yquality is now reckoned to drive the productivity machine.
• It means that if production does it right first time, p g ,waste is eliminated and costs are reduced. So quality improvement results in productivity i timprovement.
• Poor quality will mean re-work, at all stages including assembly. Poor tools could lead to i j i b dinjuries, bad output etc.
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ContdContd
• QUALITY IS A VERY GOOD WEAPON TO BECOME MORE COMPETITIVE AND THIS ISBECOME MORE COMPETITIVE AND THIS IS KNOWN AS STRATEGIC QUALITY MGT
• WHICH ASPECT OF QUALITY TO COMPETEWHICH ASPECT OF QUALITY TO COMPETE ON?
• Speed? Reliability?Service?Technology?Highest p y gy gquality?
• Mgt has to decide.44PEMP EMM502
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PEMP EMM502
S mmar / Concl sionsSummary / Conclusions
• The following concepts have been i t d dintroduced– Quality as Conformance to specificationsQuality as Conformance to specifications– Customer focus, CI and TEI as cornerstones
of TQMof TQM– Tangible and Intangible benefits of TQM in g g
the form of better profits and competitiveness
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PEMP EMM502
Session 2Session 2
Concepts ofQ C QInspection,Quality Control, Quality
Assurance and TQM and
Case Studies46
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PEMP EMM502
Session Objecti esSession Objectives
• At the end of the session the students ld h d t dwould have understood
– Evolution of Quality concepts through differentEvolution of Quality concepts through different stages and timesModern approach to Quality mgt– Modern approach to Quality mgt
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PEMP EMM502
Session TopicsSession Topics
• Traditional Quality Mgt vs TQMWh lit i t ff t f il?• Why some quality improvement efforts fail?
• Quality in manufacturing and service systemsy g y• Quality control
St t d li f lit t lStrategy and policy of quality control Quality assurance Q y
• Quality improvement
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ContdContd---
• Total qualityE l ti f TQC• Evolution of TQC
• TQM• Why some TQM efforts fail?
S f TQM• Scope of TQM• Cost of QualityQ y
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PEMP EMM502
T diti l T t l Q lit M tTraditional vs Total Quality Mgt
• Traditional: Rigorous inspection ensures that customers receive quality productscustomers receive quality products.
• What is fundamentally wrong in this approach is that it implies quality can be inspected into products. But what is true is that manufacturers pmust have a look at the processes of design and prodn and do it right first timeprodn and do it right first time.
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ContdContd
• Modern quality mgt: Quality is achieved by prevention of defects As we will know in otherprevention of defects. As we will know in other chapters, modern era was heralded by a few
thi k k litnew thinkers known as quality gurus.• They taught the concepts of Statistical Quality y g p y
control, Cost of quality, Quality assurance, Quality circles Total quality control Quality mgtQuality circles,Total quality control, Quality mgt etc
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Quality planning, Control & y p g,Improvement
• This process requires a continuous interaction between the customer operations and otherbetween the customer, operations, and other parts of the orgn.
• These interactions occur thru a QUALITY CYCLE
• See next slide
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The Q alit C cle pg 31PEMP EMM502
The Quality Cycle---pg 31
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Road map of Quality planning
• Pg 30
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ImplementationImplementation• Foll sequence of steps---
– Define quality attributes important to customer---– Define quality attributes important to customer---Dimension, Appearance, Perf etc
– Define how to measure---Method to test eachDefine how to measure Method to test each attribute
– Set quality stds—Tolerances, etcSet quality stds Tolerances, etc– Set up a testing program—Sampling, etc– Find and correct causes for poor quality GraduallyFind and correct causes for poor quality.Gradually
prevent those by fool proofing and improving capabilities.p
– Continuously improve based on internal and external feedbacks
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Why some quality improvement y q y pefforts fail?
• It fails due to Mgt approach and inadequacy of leadershipleadership.
• Short term focus VS system improvementT i i i fit d t t• Training in fits and starts
• Blaming cultureg• Not understanding Cost of quality and belief that higher quality will
lead to schedule disturbance and too expensive. (Actually better and consistent quality gives better schedule adherence flexibility andconsistent quality gives better schedule adherence, flexibility and cost)
• Sloppy procedures and processes• Quality improvement needs—customer need focus, system
approach, cultural change , education and constant leadership at all levels of mgtlevels of mgt.
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Q alit in Man and Ser icesQuality in Manu and Services• Well developed QA systems have existed in
manu for sometime These were focused onmanu for sometime. These were focused on technical issues. Manu orgns have transformed themselves into customer driven mode So therethemselves into customer driven mode. So there is a new way of handling product design, team working in whole orgn etcworking in whole orgn etc.
• A Manufacturing system showing key relatioships between its various functions isrelatioships between its various functions is shown in next slide---Th l ti hi b t lit d h• The relationship between quality and each function is explained later
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Pg 38PEMP EMM502
Pg 38
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Relationship between Quality and p yfunctions
• Marketing and sales—Needs, Expectations-Service feedbackService, feedback
• Product design and engg----Product and process specs are determined by this dept overprocess specs are determined by this dept.overdesign—profit?Under design—quality issuesP h i d i i S l ti f d• Purchasing and receiving---Selection of good suppliers, trg them, developing them, proper and i ht t t b t d d i th t tlright amount to be stored and ensuring that matl
available is of right quality• PPS---Proper planning ensures timel
delivery.JIT planning methods improve quality y p g p q yand cost 59
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ContdContd• Manufacturing and assembly---Process capabilities• Tool Engg---Productivity and accuracyTool Engg Productivity and accuracy• Industrial engg and process design---Job design,
Appropriate technology, Equipt,Work methods etcpp p gy, q p ,• Finished goods-- inspection, testing• Packaging shipping and Warehousing---Protect qualityPackaging , shipping and Warehousing Protect quality
after goods are produced, ensure timely delivery and prevents damage in transit
• Installation and service----Proper instructions for installation, commissioning are vital for getting quality by customer. Customer service after sales is one of the most imp factors for repeat orders and satisfaction perception of quality and so loyaltyperception of quality ,and so, loyalty
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Q alit ControlQuality Control
• Quality Control -----Denotes all those activities which are directed to maintaining and improvingwhich are directed to maintaining and improving Quality. Quality control involves ,– Setting quality targets– Appraisal of conformance– Taking corrective action– Planning improvement in qualityPlanning improvement in quality
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ContdContd• So QC refers to all those functions or activities that must
be performed to fulfill the company’s quality objectives.p p y q y j• Quality control begins long before products/services are
delivered to customer• Begins with designing in accordance with customer
specs• Then raw materials, parts, supplies must be of a
specified quality• System of conversion needs to be monitored to ensure
that it is making sub-units, semi-finished parts as intendedintended
• Finally parts are to be checked for acceptability
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ContdContd• So QC involves establishing quality standards,
Use of proper materials selection of rightUse of proper materials, selection of right processes, right tooling, performance of manufacturing operations under controlledmanufacturing operations under controlled conditions, and finally inspection and testing to “conformance to specs”conformance to specs .
• So QC is a preventive method to avoid/minimise defects by controlling variability in materialsdefects by controlling variability in materials, bought-out items, manufactured parts, and sub units by taking timely preventive measuresunits, by taking timely preventive measures.
• QC extends from beginning to end.63
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Benefits of Q alit controlBenefits of Quality control
• Reduction of cost thru less scrap• Product more acceptable to customer• To understand variation in process• To understand variation in process• Increase productivityp y• Improves /assures delivery time
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Do e need Q alit Control?Do we need Quality Control?
• Absence of QC will lead to:No yardstick to compare quality of goods/services– No yardstick to compare quality of goods/services
– Difficulty in maintaining consistency of quality – Dis-satisfied customers– Increased rework– Reduced lifetime of product/services– Reduced flexibility in usage of spare partsReduced flexibility in usage of spare parts– Hence controlling Quality is vital
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Organising for Q alit ControlOrganising for Quality Control
• Traditionally QC was organised like a staff function and acted as a watchdog over thefunction and acted as a watchdog over the production dept.Such a relation is not the best f l Thi i t kl d b d i i j b ffor morale.This is tackled by redesigning jobs of workers to include primary QC responsibility. This approach is quality at source
• It puts the prodn worker in the driver’s seat inIt puts the prodn worker in the driver s seat in controlling process and thus product quality. This is also called process focus to QualityThis is also called process focus to Quality
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More details about Quality at ySource
• Worker has responsibility for product quality• Enlarges job scope which is first step to• Enlarges job scope which is first step to
empowermentQC t t k th ti iti lik• QC experts can now take on other activities like continuous improvement, training, supplier i timprovement,
• Company-wide quality planning, • Clear accountability and responsibility for quality• Enables wide spread use of SQC ---both SPC and
Acceptance sampling by ALL• Enables problem solving skills to get dispersed
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QC Strateg and PolicQC Strategy and Policy• The modern approach to QC is to adopt a strategy of
prevention of defects leading to quality right first time.Thi d lit li t b f l t d hi h• This needs a quality policy to be formulated which requires top mgt to:– Establish an orgn for QCEstablish an orgn for QC– Capture customer’s needs– Assess ability of orgn to meet these needs
E th t t i l d i li bl t th t t d– Ensure that material and services reliably meet the stated need of quality
– Concentrate on prevention of defects rather than on pdetection of defects
– Educate and train all relevant employees– Review QMS and bring in a CUlture of KAIZENReview QMS and bring in a CUlture of KAIZEN
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Compan ide Q alit ControlCompany wide Quality Control
• CWQC activities involve market research, R& D design purchasing production inspectionD, design, purchasing, production, inspection, and sales as well as all other related activities i id d t id thinside and outside the company.
• “Through everyone in the co understanding both g y gstatistical concepts and methods,and applying them in all areas relating to product/processthem in all areas relating to product/process quality variation, and repeated cycle of PDCA”---
CWQC accomplishes business objectives- CWQC accomplishes business objectives
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Q alit Ass ranceQuality Assurance• QA refers to systems designed and implemented
by a firm which Assures the supplier andby a firm which Assures the supplier and customer that the product and service coming as output would meet the customers specifiedoutput would meet the customers specified needs/specification
• Some activities are• Some activities are – Reliability engg
V l– Value engg– Process control– Inspection– feedback
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QA S stemsQA Systems• A QA system is an assembly of elements such
as orgn structure responsibilities proceduresas orgn structure, responsibilities, procedures, processes, and resources to manage quality. Such a system must be documented in the formSuch a system must be documented in the form of a Manual covering the foll areas (a few)
Quality planning– Quality planning– Training
Provisioning of good supplies– Provisioning of good supplies– Analysis of returns---etc
ALL DEPTS ARE RESPONSIBLE AND WILL WRITE DOWN– ALL DEPTS ARE RESPONSIBLE AND WILL WRITE DOWN THEIR PROCEDURES AS PART OF THE MANUAL
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Q alit Impro ementQuality Improvement• Means better ways of doing things better than
std and thus improving product/process qualitystd and thus improving product/process quality.• Quality planning and Quality control leads to
Quality improvement WHY??Quality improvement---WHY??• Good quality planning results in processes
bl f ti lit l d t icapable of meeting quality goals under certain operating conditions.QC consists of measuring
t l lit f i ith th td dactual quality perf,comparing with the std, and acting on any difference or variances.Then
lit i t i i d QCquality improvement is imposed on QC.• Quality improvement in action is the std PDCA y p
Deming cycle 72
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PDCA C clePDCA Cycle
1. PLAN 1. PLAN 4. ACT4. ACTIdentify imIdentify im--
provements andprovements andPermanentlyPermanentlyimplementimplement pp
develop plandevelop planpp
improvementsimprovements
2. DO2. DOTry plan onTry plan on
3. CHECK3. CHECKEvaluate planEvaluate plan y py p
a test basisa test basispp
to see if itto see if itworksworks
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Concept of Total Q alitConcept of Total Quality• When an orgn has a severe quality problem
major quality improvements are reqd ACROSS,major quality improvements are reqd ACROSS the company from shop floor to board rooms.
• “Total quality control is an effective system for• Total quality control is an effective system for integrating quality-dev, quality maint, and quality improvement efforts of the various groups in animprovement efforts of the various groups in an organisation so as to enable marketing, engg, production and service at the most economicproduction, and service at the most economic levels which allow for full customer satisfaction”--DEFINITION-DEFINITION
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Principles of TQCPrinciples of TQC• Top mgt policy----These are statements reg how
the quality of products/services fits into thethe quality of products/services fits into the business strategies of the orgn.Mgt must talk of and support philosophy of defect-freeand support philosophy of defect free production, do it right first time and kaizen which are fundamental to TQCare fundamental to TQC
• Quality control trg for everyoneP d t i d i P d t d i• Product or service design—Product design should enable product quality.Standardisation of
t f f t bilit d blparts, ease of manufacturability and assembly etc need to be looked into in great detail.
• Quality material from suppliers 75
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ContdContd
• Control in production---Total commitment t d d t d i fto produce products and services of perfect quality, a commitment to strive p q y,relentlessly for improvement in product quality and the constant vigilance appliedquality and the constant vigilance applied to improving every detail of manu processes is at the core of TQCDi t ib ti i t ll ti i• Distribution, installation, use, service
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TQM o er ieTQM--overview• The most usual approach is to define Total,
Quality and Management separately and thenQuality and Management separately and then together.
• Though definitions may vary inherent are• Though definitions may vary, inherent are certain key featuresTQM tl fl t th t f T t l Q lit• TQM partly reflects the concept of Total Quality as originally developed in japan---– TQM primarily seen as a Mgt-led approach – Emphasis is on quality in all aspects and functions of
the co operation, company-wide, not just the manufacturing function or a major service to the external customerexternal customer
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Contd o er ieContd-overview– Employee awareness and motivation are essential– ALL are responsible for ensuring quality in terms ofALL are responsible for ensuring quality in terms of
‘Satisfying the customer’,in what they do ,and the approach is one of prevention of errors rather than of detection and correction
– Organisational and cultural changes will be needed– Identifying internal customers and emphasis on
partnering with suppliers will also be needed– Data acquisition ,problem solving capabilities also
need to be built– Team work is vital
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Contd B llet pointsPEMP EMM502
Contd—Bullet points
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ContdContd• “TQM IS A PHILOSOPHY THAT INVOLVES
EVERYONE IN AN ORGN IN A CONTINUALEVERYONE IN AN ORGN IN A CONTINUAL EFFORT TP IMPROVE QUALITY AND ACHIEVE CUSTOMER SATISFACTION”ACHIEVE CUSTOMER SATISFACTION
• One is the never-ending push to improve and the other is a goal of customer satisfactionthe other is a goal of customer satisfaction
• So TQM stresses on three principles;– Customer satisfaction– Employee involvement– Continuous improvement in Quality
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ContdContd• Customer satisfaction---Today’s satisfied
customer may become tomorrows dissatisfiedcustomer may become tomorrows dissatisfied one. Also each person defines quality as per his own needs and means at that particular timeown needs and means at that particular time
• Employee involvement—Crucial in achieving and sustaining high levels of quality Employees must getsustaining high levels of quality.Employees must get involved in quality mgt by encouraging them to use quality tools and techniques, track perf, and identify areas needing improvement.So employee trg and motivation are vital.CI i d i b k l d d bl l i kill• CI is driven by knowledge and problem solving skills.New products, Reduction of variation in quality attributes must go on regularlyregularly
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Necessit for TQMNecessity for TQM
• TQM adds value to services offered to tcustomers
• All persons get involvedAll persons get involved• In the bargain performance and processes
are well understoodTQM is economically sound strategy to• TQM is economically sound strategy to follow in long rung
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A iomsPEMP EMM502
AxiomsEveryone
MustCommit
To produce
MembersMust Have
Customer
TopMgt
commitment
ExtensiveUse
Of scientificT l th d
Team workempowerment
CITo produce
qualityCustomer
commitmentcommitment Tools,methods
Sustained Mgt commitment to QualityCustomer focusE
L Prevention cultureCI culture
Root cause corrective action
LEME
Synergy of team workThinking statistically
Benchmarking
NTS OF Benchmarking
Supplier partneringTraining
Employee involvement
OFTQM
Employee involvementProcess focus 83
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Wh TQM programs FAIL?Why TQM programs FAIL?
• Lack of commitment from Top mgtF ifi t h i th th t• Focus on specific techniques rather than system
• Not getting employee buy-ing g p y y• Program stops with trg.
E ti lt i di t l t l t• Expecting results immediately, not a long term pay-off
• Compatibility of methods chosen with the prodn system and personnel Balanced system is vitalsystem and personnel.Balanced system is vital
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Session 3Session 3
Cost of QualityT l T h i &S tTools,Techniques, &Systems
for TQMQCase studies
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Q alit and financial perfQuality and financial perf• They are closely related.• Let us first understand relation between quality• Let us first understand relation between quality
and cost.A f l id i COST OF QUALITY d• A powerful idea is COST OF QUALITY---- made up of prevention, appraisal, external and i t l f il t PAF M d linternal failure costs—PAF Model
• Please observe that apart from prevention costsp p, the rest are costs incurred of not doing things right the first time.g
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Cost of q alitPEMP EMM502
Cost of quality
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Q alit and financial perfQuality and financial perf• By calculating this cost , it can also be managed
like any other costlike any other cost.• Fair/good cos running their processes at 2 to 3
sigma capabilities would be spending anythingsigma capabilities would be spending anything up to 25% of sales as cost of quality and in a normal manu business this wd be 3 to 4 timenormal manu business this wd be 3 to 4 time their profit margins.H hi h h t t d• Hence cos which have concentrated on continuously improving quality have seen their
t f lit d t 3 t 6 %cost of quality down to 3 to 6 %
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Ho to red ce cost of q alitHow to reduce cost of quality• There is a relationship between cost of quality and
degree of conformance—see next slideg• There is an optimum quality level between the extremes
which minimises quality• The reduction in cost of quality is done by revising
quality systems, trg, attitude of CI and proper leadership.• However presently it is being recognised that
with better technology and trg the increase in gy gcost of prevention is not so steep and so the optimum quality tends to zero defects and this is p q ythe basis for six sigma programs
• Improved and outstanding quality also increasesImproved and outstanding quality also increases revenue and market share by delighting the customers 89
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PEMP EMM502
Why is COQ Important?•Quality processes cannot be justified simply because "everyone else is doing them" - but return on quality y g q y(ROQ) has dramatic impacts as companies mature.
• Cost of Quality ("COQ") can be used to identify the global optimum for a process, and monitor that process' g p p , pprogress towards its global optimum. Global optimum is defined as the best possible outcome from all physicallydefined as the best possible outcome from all physically possible operating modes, combinations, and permutations of the current processof the current process.
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Different Cost of QualityCost of Quality Comprises of four parts:
•External Failure Cost.
•Internal Failure Cost.
A i l C t•Appraisal Cost.
•Prevention CostPrevention Cost.
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ContdContd4 Segments of quality costs:PAF
• a. Prevention. This area covers avoiding defects (pokayoke), planning, preparation, training, preventative maintenance and evaluation.
• b. Appraisal. This area covers finding defects by inspection (poka yoke) audit calibration test and measurement(poka yoke), audit, calibration, test and measurement.
• c. Internal Failure. This area covers the costs that are borne by the organisation itself such as scrap, rework, redesign, modifications, corrective action, down time, concessions and overtime.
• d External Failure This area covers the costs that are• d. External Failure. This area covers the costs that are borne by the customer such as equipment failure, down time, warranty, administrative cost in dealing with failure
MSRSAS 63
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External Failure CostPEMP EMM502
External Failure Cost.Fail re costs occ rring after deli er or shipment of theFailure costs occurring after delivery or shipment of the product and during or after furnishing of a service to the customer.
Examples of External Failure CostExamples of External Failure Cost
• Complaints. Complaints.
• Warranty Claims.
• Product Reject and Return.
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External Failure Cost Contd..• Concessions.
L f S l• Loss of Sales.
• Recall Costs Recall Costs.
• Product Liability.y
• Other External Failure.
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Elements E ternal fail reElements—External failure
– Complaint investigationR t d d– Returned goods
– Retrofit and recall– Warranty claims
Li bilit t– Liability costs– Penaltyy– Loss of goodwill
L t l– Lost sales
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I t l F il C tInternal Failure Cost.Failure costs occurring prior to delivery or shipment of theFailure costs occurring prior to delivery or shipment of the product, or the furnishing of a service, to the customer.
Examples of Internal Failure CostExamples of Internal Failure Cost• Scrap.
R k• Rework .• Re-inspection.
R t ti• Re-testing. • Material review.• Downgrading .
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Elements Internal fail reElements—Internal failure
– Design corrective actions,Rework due to design changes Scrap due to design changesdesign changes,Scrap due to design changes
– Purchased material rejn costs,Supplier corrective actions
– Material scrap costs labour costs for makingMaterial scrap costs,labour costs for making up rework/rejn,Corrective action costs
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Appraisal Costh i d i h i l iThe costs associated with measuring, evaluating or
auditing products or services to assure conformance to quality standards and performance requirements.
A i l C t I l dAppraisal Cost Includes:
•Incoming and source inspection/test of purchased material•Incoming and source inspection/test of purchased material
•In-process and final inspection/test p p
•Calibration of measuring and test equipment
•Associated supplies and materials
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Elements AppraisalElements--Appraisal
• Defined as costs incurred in the planned d ti f d t iconducting of product or service
appraisals to determine compliance to pp prequirements. An orgn wd never want the customer to be the only inspector!customer to be the only inspector!
• Unless perfect control can beUnless perfect control can be exercised,some appraisal cost will always
i texist
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Elements AppraisalElements--Appraisal
– Receiving inspn,Stage Inspn,Sampling inspn for chartingfor charting,
– Set-up inspection,outside certifications, Chemical tests,
– Field perf evaluation Test bed evaluationField perf evaluation,Test bed evaluation– Review of test and inspn data
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Prevention CostThe costs of all activities specifically designed to prevent poor quality in products or servicespoor quality in products or services.
Examples of Prevention Cost:Examples of Prevention Cost:
• New product review.
•Quality planning.
•Supplier capability surveys.
•Process capability evaluations.
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Elements Pre entionElements---Prevention
• Experience gained from elimination of specific causes of failure is used forspecific causes of failure is used for prevention/recurrence.So such activities h t b b ilt i t th b i t thave to be built into the basic mgt system.– Marketing---Research,surveys,contract review all
linked to costs incurred in the accumalation and continued evaluation of customer and user quality needsneeds
– Product/service Dev---Design reviews,design qualification tests field trialsqualification tests,field trials
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Elements Pre entionElements--Prevention– Purchasing—Supplier selection
process/review,rating,technical data review in p gpurchase orders,Supplier Quality improvement program support
– Operations—Manu/service—Process validation,APQP,Training,Quality planning,Design and dev of special measuring equipmentand dev of special measuring equipment
– Quality Admin---Salaries,perf reporting and prior activities quality audits calculating quality costsactivities,quality audits,calculating quality costs
– Other prevention costs—Rent,travel etc connected with the planning implementing and maintaining thewith the planning,implementing and maintaining the Quality system
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Prevention Costs Contd
• Quality improvement team meetings.
•Quality improvement projects.
•Quality education and training.
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Economic models for QAEconomic models for QA• The traditional model ignores the reality that
quality degradation could significantly alter thequality degradation could significantly alter the demand for the product.
• As prevention becomes the focus new• As prevention becomes the focus,new technologies and automation eliminating the human element would allow cos to producehuman element, would allow cos to produce perfect quality at a finite costS th COQ ill h it i i t 100%• So the COQ will reach its minimum at 100% conformance , justifying the philosophy of CI f i i i tfrom an economic viewpoint
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Implementing Cost of Qualityhi id b f i l i COQThings to consider before implementing COQ:
• Is the management team committed to making rapid• Is the management team committed to making rapid changes for maximum profitability, within the imposed
t i t ( C ' Mi i l & l ticonstraints (eg. Company's Mission, laws & regulations, stakeholder satisfaction, etc.)?
A th " d " l t d t t l• Are there "sacred cows", legacy systems, departmental silos, and empire building that are exempt from re-evaluation?
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Implementing Cost of Quality Contd….
• Will people be receiving mixed messages and fli ti i l b t C t f Q litconflicting signals between Cost of Quality
("COQ") and the traditional management measurements?
• Is there management commitment to doIs there management commitment to do something about the Cost of Quality ("COQ") d t ti l b i ?data on a timely basis?
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ContdContd
• The PAF ModelIncreased awareness of the cost of quality first leads– Increased awareness of the cost of quality, first leads to an increase in appraisal costsA i l t th ith i ti ti d– Appraisal together with investigation and improvements in product/design/process/systems will l d t d tilead to more spend on prevention
– Finally as preventive action takes effect the i i l d f il li d ALLprevention,appraisal and failure costs realign and ALL
costs reduce
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ContdContdQuality costs are incurred in ALL deptsHowever major portion of Products total cost is fixed atHowever major portion of Products total cost is fixed at
design stage itselfMany Quality problems get designed into the productMany Quality problems get designed into the productCompanies must have a good feedback loop into the
CFT f d i t d t hi f tCFT of design to ensure good matching of customer reqmt,process cap, resources etc so that Quality is not a major issuenot a major issue
DFM,DFA,DFSS are the new methodologies
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ContdContd
• Change the product?Diffi lt
high
OpportunityTo
change
DifficultyTo
changeg change
Low
concept design prototype prodn In service
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The breakdo n of costThe breakdown of cost• COQ can help focus on the overall cost of doing
business by dividing into:– The normal cost of business---Std matl,labour, energy,and other
costs to make the product– Prevention costs—associated with ensuring by planning,that g y p g,
things will meet customer needs– Appraisal-associated with checking that they do meet customer
needsneeds– Failure to do with failing to satisfy customer needs
• Normal costs of business together with prevention costs dd ladd value
• Appraisal and failure activities add cost
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ContdContd
• TCOQ=COC +CONC (cost of conformance +cost of nonconformance)+cost of nonconformance)
• Six key areas to address when improving TCOQ– Basic organisational capabilities– Industrial process variationIndustrial process variation– Business process variation
Engineering/design process and documentation– Engineering/design process and documentation– Quality of specification– Supplier capabilities
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Management Techniq eManagement Technique• Quality costs are too great is a sign of mgt ineffectiveness and
thus affects organization's competitiveness• It quantifies the magnitude of the Quality program in the
language mgt knows best---money.• 20% could be in manu companies20% could be in manu companies• Arguments are stronger and funding is easier and very imp---
effectiveness of action can be measured comprehensively –h t f Q lit t i i t d dwhen concept of Quality cost is introduced
• QUALITY IMPROVEMENT WILL MEAN REDUCTION OF COST OF POOR QUALITY AND WILL IMPACT PROFITABILTYOF POOR QUALITY AND WILL IMPACT PROFITABILTY POSITIVELY
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Q alit cost BasesQuality cost Bases• Quality costs have to be expressed in relation to
some baseline costsome baseline cost– Quality cost/Hr of direct labour cost
Quality cost/Rupee of production cost– Quality cost/Rupee of production cost– Quality cost/Rupee of net sales
Quality cost/unit when lines are similar– Quality cost/unit –when lines are similarBecause each has certain shortcomings all three can be
trackedtracked.In instances of improvements planned in specific areas
other ratios like—Design quality cost as% of designother ratios like—Design quality cost as% of design costs;Purchasing Quality costs as% of material costs can be used
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Collection and reportingCollection and reporting• Measurement of actual quality costs is an
accounting fn.g• As deptl cost codes form the basis for cost data,a
significant amount of quality cost can be got from this source.
• Some quality costs cross dept lines and wd require f ?deeper analysis before allocation:ex scrap?
• Another case may be market research---only that ti f th ti it t i i t t litportion of the activity pertaining to customer quality
needs shd be charged to Quality costIncoming inspn d be appraisal hereas s pplier• Incoming inspn wd be appraisal,whereas supplier certification wd be prevention
• Cost of a team meeting might be due to failure but• Cost of a team meeting might be due to failure,butcost of solution might be prevention
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Q lit C t R tQuality Cost Report
• See Next Slide
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Anal sisAnalysis• The most common techniques are
Trend analysis– Trend analysis– Pareto chartM t lik t k th ti t Q it diffi ltMgt may like to know the optimum costs. Quite difficult
Comparison with similar organisationsPAF model –tend to zero of failure cost
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ImplementationImplementation• Choose a single product line• Training—Identify opportunities forTraining Identify opportunities for
improvement, Justification of CI, measurement of results
• Measurement of Quality costs,determination of proper indexes and ratios,establish a trend-p p ,analysis chart,identification of opportunities,assignment of project teams,
ti f ltreporting of results• Caution—Assess benefit---Small orgns may find
it diffi lt t i l t &b tt t t tit difficult to implement &better to concentrate on Scrap and easily measured external failures
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ContdContd
• Basic accounting procedures are to be difi d if dmodified,if reqd
• Each cost element is described how toEach cost element is described,how to collect data,method to treat fringe b fit tbenefits,etc
• After pilot extend to whole orgn• After pilot,extend to whole orgn
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Session 4Session 4
Tools,Techniques, &Systems for TQMandand
Strategic mgt for Total qualityCase StudyCase Study
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Session Objecti esSession Objectives
• At the end of the session the students ld h d t dwould have understood:
– Definition of Process MgtDefinition of Process Mgt– Tools and Techniques used in different
processesprocesses
Overview of major elements of total quality infrastructureq yBenefits, Axioms,Elementsof TQM
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Session TopicsSession Topics
• Definition of different Processes• What is Process Mgt• Problem solving tools• Problem solving tools• Organisational infrastructureg• Leadership and Mgt styles• Enablers like Quality circles,Self
empowermentempowerment
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R C f d t i t f Q litRe-Cap of determinants of Quality
• Several activities are necessary to achieve qualityquality--------– Quality of Design– Quality Capability of production process– Quality of conformancey– Quality of customer services– Organisation Quality cultureOrganisation Quality culture
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C tdContd------
• Quality of design is determined before the product is produced Co must determine whatproduct is produced. Co must determine what it’s customers want. Then the product and services can be designed to exhibit the attributesservices can be designed to exhibit the attributes necessary to meet customer expectation. CFT’S are involvedare involved
• Quality of prodn process means that prodn processes must be designed and built that haveprocesses must be designed and built that have capability for producing attributes named aboveQ lit f f• Quality of conformance
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C tdContd
• Quality of customer service---customers must be so managed that they have been treated fairlyso managed that they have been treated fairly and attended to promptly
• Lastly, entire orgn must become energised to doing above activities to meet customers gexpectations.Mechanism must be in place to CI every fact of the orgn towards the objective ofevery fact of the orgn towards the objective of ever increasing levels of customer satisfaction.
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C tdContd
• Quality leads to C titi d t– Competitive advantage
– Profitabilityy– Source of value
P l l– Personal values
Quality drives the Productivity Machine
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Tools for TQM O er ieTools for TQM-Overview• Tools for Quality planning
– QFD---Translating customer voice into a competitive Q a s at g custo e o ce to a co pet t eproduct at best value and cost.
– Concurrent Engg---It is a product development h h ll i lik d i Pil tapproach where all agencies like design, Pilot
dev,production and sales are linked in real time to the dev process to avoid conflicts and crash the dev time.dev process to avoid conflicts and crash the dev time.
– FMEA—A structured approach to find out and minimise the RISK of different modes of failure of a
d t/ i i t th t t it lfproduct/process in service ,at the start itself.– New MP methods—Used to structure random ideas,
to organise projects to make strategic plansto organise projects, to make strategic plans
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Tools for CITools for CITools for Continuous Improvement
– Strategic Nature ToolsBasic general Tools– Basic general Tools
• Strategic Tools– Selected based on strategic needs in deciding what products to
l h h t t i d h t i t LIKElaunch,what to improve and how to improve,etc—LIKE– BMo Kaizen o PDCA– BPR– JIT/KANBAN– Taguchi loss function/DOE– COQ Analysis– Six Sigma PracticeSix Sigma Practice– Tools in RED are Radical improvement tools
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ContdContd
• Basic tools– 7 Simple QC Tools
• Collection of data &process mapping—-Flow chart, p pp g ,Check sheets
• Presentation/Display—Run,Bar,piecharts;Presentation/Display Run,Bar,piecharts; Histograms,Scatter diagram,Pareto diagram
• Data analysis/Conclusion—C&E diagramData analysis/Conclusion C&E diagram, • Understand variation type,Control &improve—
Control charts Capability studies Poka yokeControl charts, Capability studies,Poka-yoke
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P M tProcess Management
• We will Understand the foll:– What is a process? What are common
business processes?p– What is process mgt?
I t t b i th t ff t– Important business processes that affect customer satisfaction
– Process improvement
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Wh t i PWhat is a Process
• A Process is a sequence of activities that is intended to achieve some result,typically to create value for customers
• The components of a process are 7 M’S:– Materials– ManpowerManpower – Methods– Machines– Measurement– Maintenance– ManagementManagement
Process components change over time.Process performance depends on how the process has been designed,built,operated and maintained
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C b iCommon business processes
• Launching new products• Recruiting new employeesRecruiting new employees• Fulfilling customer orders• Producing goods• Producing goods• Providing customer service
M i t i i t l• Maintaining control• Research and dev• Distribution• Payroll calculationy• Purchasing• Planning• Planning
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P M tProcess Management
• Process mgt involves planning and administering the activities necessary to achieveadministering the activities necessary to achieve a high level of perf in a process and identifying
t iti f i i lit dopportunities for improving quality and operational perf and ultimately customer satisfaction
• PROCESS MGT IS THE DESIGN CONTROLPROCESS MGT IS THE DESIGN, CONTROL, and IMPROVEMENT of KEY BUSINESS PROCESSESPROCESSES
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C tdContd-----
• Design: Ensures that products meet customer reqmts;and that prodn/delivery processes are capable ofreqmts;and that prodn/delivery processes are capable of achieving high levels of perf
• Control: Any process perf measure naturally fluctuates• Control: Any process perf measure naturally fluctuates around some average level.Abnormal conditions cause an unusual deviation from this pattern.Removal of these pcauses and thus enabling to maintain the perf level is the essence of control
• Improvement: Involves changing the perf to a new level which is better than the existing level
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C tdContd----
• So we can conclude:– Process mgt helps to prevent defects and– Process mgt helps to prevent defects and
errors,eliminate waste,and thereby leads to better quality and improved company perf through shorter q y p p y p gcycle times,improved flexibility,and customer responsiveness
• We need to understand 4 important business processes:
• Design process, Production/delivery process, Support process. Supplier process
W ill d d h b i f h• We will understand the basics of each process
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D i PDesign Process
• New product dev is a crucial part of business• Product designers face a hard challenge• Product designers face a hard challenge
because changes in technology, consumer preferences and competitive conditions forcepreferences and competitive conditions force them to aim at target/potential customers.Th t diti l f d l i d t i• The traditional way of developing products is a sequential one-----:
• Marketing /R&D are sources of a new product dev
• Product designers convert the concepts into a set of functional characteristics (ie how productset of functional characteristics (ie how product should work, features, cost etc) 140
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C tdContd---------
• Product engineering converts the functional specs to product specs(detailed drg of product/parts/matls etc)p p ( g p p )
• Process engineering converts above into process specs(how to make/which machine etc)
• This is also called ‘over the wall’ approach.This tends to be long and costlier
• THE ALTERNATE MODERN APPROACH IS CALLED CONCURRENT/SIMULTANEOUS DESIGN.
• As the name suggests Concurrent engg brings together reps from various depts together into a TEAM to sim ltaneo sl design the prod ct and process Also thesimultaneously design the product and process.Also the key suppliers may be included
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C tdContd----
• This method drastically reduces ‘Time to market’ and so is very powerful. Real life examples are y p pour own Scorpio which took just 18 mths to develop against 2-3 yrs earlier.
• Of course one must admit that new tools like CAD,CAM,FMS,CIM have made the D l t l f t d t bDevelopment cycle fast and accurate by removing/reducing human errorH ld h bit f• However old habits of :– Not delegating authority to dept rep on team– Adversarial relation between depts– Reward systems of individuals needs to be e a d sys e s o d dua s eeds o be
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P d t d i t h iProduct design techniques
• Design for Manufacture (DFM)D i f A bl ( DFA)• Design for Assembly( DFA)
• Failure Mode effect analysis (FMEA)y ( )• Value engineering
D i f R li /L l/E i t• Design for Recycling/Legal/Environment• Design for Serviceabilityg y• Design for Ergonomics
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St i D l i N P d tSteps in Developing New Products
1. Technical and economic feasibility studies2 Prototype design2. Prototype design3. Performance testing of prototype4. Market sensing/evaluation and economic
evaluation of the prototypep yp5. Design of production model6 Market/performance/process testing and6. Market/performance/process testing and
economic evaluation of production model7 C ti difi ti f d ti d l7. Continuous modification of production model
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P d ti /d li PProduction/delivery Process
• The goal of Process Planning is to develop an efficient procedure to satisfy both internal and p yexternal customers
• Process planning---Process Design,Operation Design
• Actual Process design is the choice of process and Odetailing the Process parameters .Operation design
is about the specific station.A fl h t i f l t l i d i thi• A flow chart is a very useful tool in doing this
• Service processes also need same care BUT we m st nderstand that ser ices req ire differentmust understand that services require different degree of customer contact, labour intensity and customisation---EX---Railways Fast food Restaurantcustomisation EX Railways, Fast food Restaurant, Interior design
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S li PSupplier Process
• We have seen that suppliers need to be treated as partners.p
• Suppliers have to be Quality vendors, Certified vendors and Excellent vendors
• As businesses get dispersed globally one must manage a complex network of suppliers.
• Also the trend is to outsource all work except CORE work. So One must develop :– A Strategic long term relationship with suppliers– It has to be a Win-Win relationship
It has to based on trust– It has to based on trust
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P I tProcess Improvement
• TQM rests on a foundation of CI.• It needs a continuous effort to Reduce• It needs a continuous effort to Reduce
rejections, cycle time, inventory ,waste and idle time etc)time etc)
• Process improvement is at the heart of CI.• Certain proven methods are:
– 5W and 1/2H Method----Ex A– Work simplification– Kaizen methodology (Quality circles, Suggestion scheme, TPM
etc)etc)– Benchmarking– Business process reengineeringBusiness process reengineering
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ContdPEMP EMM502
Contd
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T l f P M tTools for Process Mgt
• For Design Process– Design of Experiments– Design of Experiments– Taguchi’s Methods
Taguchi Loss function Sandeep– Taguchi Loss function– QFD
P k Y k (F il fi )
Sandeep
Poka-Yoke (Fail safing) For Problem SolvingD i l– Deming cycle
– Breakthrough– Crosby program
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St f P bl l i & T lStages of Problem solving & Tools
• There are four stages of Problem solving– Define and analyse problems– Define and analyse problems– Generate ideas for solutions
Evaluate and select ideas– Evaluate and select ideas– Implement ideasThThere are 7 Simple QC Tools7 M & P T l7 M & P ToolsWe can in general associate the specific stages of
bl l i t ifi t l D t il l tproblem solving to specific tools. Details later on
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Q lit f ti d l t QFDQuality function deployment--QFD
• QFD is an excellent way for firms to capture “Voice of customer”Voice of customerIt helps to determine what will satisfy the customer and also where to deploy Quality efforts.QFD technique claims to reduce design cycle time and engineering changes and to meettime and engineering changes and to meet better the customer demands.QFD is diagramatically represented by a house
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Ad antages of QFDAdvantages of QFD• QFD is an effective management tool in
which customer expectations are used towhich customer expectations are used to drive the design process
• Advantages are• Advantages are– An orderly way of obtaining and presenting info
Sh t d t d l– Shorter product dev cycle– Considerable reduced start-up costs– Fewer engg changes– Reduced chances of oversights during design– An env of team work– Consensus decisions
Exhibit 2 depicts how to draw a QFD for dev of a camera
– Preserves everything in writing 152
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Steps given in next slide
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Steps in building a House of p gQuality
• Step1—List Customer Reqmts—WHATs• Step2---List Technical descriptors—HOWs• Step3---Develop a relationship matrix between WHATs and HOWs• Step4---Develop an inter-relationship matrix between HOWs
St 5 C titi t b th C t d T h i l• Step5---Competitive assessments—both Customer and Technical assessments
• Step6—Develop prioritised customer reqmts----importance toStep6 Develop prioritised customer reqmts importance to customer,Target value,Scale-up factor,sales point,Absoluteweight
• Step 7---Develop Prioritised Technical descriptors—Degree of difficulty Target value Absolute weight Relative Weightdifficulty,Target value,Absolute weight,Relative Weight
• EXAMPLE OF HANDLEBAR FOR MOUNTAIN BIKE----------
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List cust reqmts and TechDescriptors\p
What’s & How’s155
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DevelopRelation matrix betw
how and whathow and what
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Worst=1Best=5
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Conclude--
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A simpler QFDA simpler QFD
• Refer Hand-out
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P k Y k (f il fi /Mi t k fi )Poka-Yoke (failsafing/Mistake proofing)
• A Good process design prevents defects from occurring at all• Poka-yoke is an approach for mistake-proofing processes using
automatic methods to avoid simple human errorsautomatic methods to avoid simple human errors• Developed by shigeo shingo• Examples:
– Floppy disc cannot be loaded reverse due to bevelled edge,Same for Thumb drive
– Software in M.S will automatically check for any unsaved files before closingLi it it h hi t d t li ht th t t f– Limit switches on machines connected to lights that warn operators of wrong loading.
– Self-addressed stamped envelopes– Diameter of filler hole for petrol ---leaded/unleadedDiameter of filler hole for petrol leaded/unleaded– Different plug fittings for 110 v and 220 v– Manhole covers are round not square ,Microwave ON only if door is closed– Device /counter to count number of holes drilled and a buzzer to warn ifDevice /counter to count number of holes drilled and a buzzer to warn if
ALL holes are not drilled.Machines will start ONLY if Shield is closed,/Both buttons operated together,g ,
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M t d l f bl l iMgt model for problem solving
• Problem solvingSuccessful quality improvement depends on ability to– Successful quality improvement depends on ability to identify and solve problems.What is a problem?– What is a problem?
– It is a deviation between what should be happening and what actually is happeningand what actually is happening.
– A problem has symptoms and causes.Many problems require a systematic process to– Many problems require a systematic process to develop and implement solutions
– Leaders of quality have proposed some– Leaders of quality have proposed some methodologies and we will study a few.
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D i l PDCA C lDeming cycle----PDCA Cycle
• PLAN• DO• CHECK• CHECK• ACT• This cycle is basis for Kaizen or Continuous
improvementimprovement
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M d t ilMore details
pa Never ending improvement
dc
Plan-Select a process for improvement ,set goals, discuss and develop plan for improvementDo—Team implements the plan, monitors the progress.
Check—Analyses data and checks that results correspond to goals set in plan stageAct If results are ok team documents the revised process and makes it the STD and deploysAct---If results are ok,team documents the revised process and makes it the STD and deploys
Wherever applicable
Normally start with a PILOT PROJECT AND THEN APPLY TO WHOLE COMPANY
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PDCA c clePDCA cycle
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SDCA cycle
Act
Know the ACT to improve Standard
STANDARDthe standard or its use
DO the work according to th t d d
CHECK the work against the
the standardg
standard
DoCheck
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PDCA cycle
Determine l & PlanAct goals &
targets1) Standardise
PlanAct
Determine methods of
2) Take countermeasures for gap or side
ff t reaching goals
Engage in 1) Check the
effects
education and training
1) Check the effects of implementation against target
Implement
g g2) Analyse gap3) Check for side
effects DoCheck p
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DO CHECKSDCA – PDCA cycle
Improvement ti iti
DOimprovement
D C
CHECKimprovement results
activities PLAN improvement
D C
P A ACT to standardize tostandardize to results or plan for next improvement cycle
Focus on vital view
y
StandardisationInitiate improvementimprovement
Know the
A S
ACT to improve the standard or its use
Routine
Know theSTANDARD
DO the workDC
CHECK the work against the standard
Routine work
DO the work according to the standard
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J st in Time (JIT)Just in Time (JIT)• JIT is a technique ,where products/services are made
exactly as per reqmts of customer---both quantity andexactly as per reqmts of customer both quantity and timing without excessive inventory.
• The above concept requiresThe above concept requires– Supplies have to be perfect quality
A i t i l th hi d– As inventories are low, the machines and processes MUST produce zero defects as otherwise the lines will come to a stop This encourages problem solvingwill come to a stop. This encourages problem solving and CI which is basis for TQM
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jit componentsjit components
• Jit now constitutes:Fl ibl• Flexible resources
• Cellular layouts• Pull prodn system• Kanban prodn control• Small-lot prodn• Quick setups• Uniform prodn levels• Quality at sourcey• Tpm• Supplier network reliability.Supplier network reliability.
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Problem s toolsPEMP EMM502
Problem vs tools
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T l f i tTools for process improvement
• Primary application of each tool in the problem solving process----Ex 3solving process Ex 3
• Understanding the issues• Flow chart :Helps to understand how a process works It is a team• Flow chart :Helps to understand how a process works.It is a team
effort and the first step to understand the present problem--------------------------Ex 4
• Run chart: Gives the general idea of variability at present.It is a chart or a line graph in which data is plotted over time.-------------------------Ex 5Ex 5
• Control charts: Enable operators to identify problems as they occur.(Already covered in great depth earlier)
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Flo chartPEMP EMM502
Flowchart
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R n chartPEMP EMM502
Run-chart
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ContdPEMP EMM502
Contd
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C tdContd----
• Fact Finding• Check sheet : It is a special type of data collection form• Check sheet : It is a special type of data collection form.
Facilitates systematic record keeping or data collection and observations are recorded as they happen and canand observations are recorded as they happen and can be interpreted without additional processing-----Ex 6
• Problem FindingProblem Finding• Histogram :Provides visual summary of data.It shows
whether a process is centred degree of variation andwhether a process is centred, degree of variation,and whether data meets specs.This helps a deeper insight into the pattern of data associated with the activity---Ex 7
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Check sheet----Ex 6Computer related problems
Problems Week 1 Wk 2 Wk 3 Wk 4 totalSoftware access 1111 1 11 1 8Network issues
111 11 1111 111 13Memory 11 11 111 11 9Memory issues 11 11 111 11 9E-mail 1111 1111 1 1111 1111 1111 1111 271 27Server problems
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HistogramPEMP EMM502
Histogram
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C tdContd----
• Pareto diagram :Based on principle of Vital few Trivial many.Called 80-20 rule.ie 20% of items causes 80% of inventory and so on.So this helps to Focus efforts Ex 8this helps to Focus efforts---Ex 8
• Idea FindingB i t i h l ti it d hidd i G• Brainstorming: helps creativity and uncovers hidden issues.Group based ,non-critical, round robin concept.
• Cause and effect diagram: Pictorial representation between a qualityCause and effect diagram: Pictorial representation between a quality characteristic and its causing factors.
• Also known as Fish bone/Ishikawa diagram• A problem can be due to many reasons and becomes simpler and
easier to solve only if true causes can be identified.Four M’S are listed as main reasons and the diagram is built. Use 5 W’s and 1 H--g-------Ex 9
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Pareto diagramPEMP EMM502
Pareto diagram
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Ca se and effect diagramPEMP EMM502
Cause and effect diagram
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C tdContd----
• Solution finding—Evaluate ideas that have been proposed and select the right oneproposed and select the right one.
• Scatter diagram :Determines whether a relation really exists between two process characteristics and theexists between two process characteristics and the direction.Actually these are graphical formats of regression analysis eqn---Y=f(X) +c-----------Ex 10
• Implementation: Responsibility must be assigned to a group/Leader.Here the 7 Management planning tools are useful (Affinity diagram, Inter-relationship diagram, Tree diagram, Matrix data analysis & diagrams, Process decision diagram charts Arrow diagrams)decision diagram charts, Arrow diagrams)
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Scatter diagramPEMP EMM502
Scatter diagram
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P bl S l i & QC T lProblem Solving & QC ToolsPROBLEM PROBLEM ANALYSISPROBLEM IDENTIFICATION
PROBLEM ANALYSIS
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Mgt and planning toolsMgt and planning tools• Affinity diagrams— Organising data in natural groups
• Inter relationship diagrams Identify central problem• Inter-relationship diagrams– Identify central problem• Tree diagrams--- Sequential dev of activity from base
blproblem
• Matrix diagrams-- Relationship between ch’s,fns and tasks
• Matrix data analysis--- Input from matrix diagram and arrange to find quantitative link between variables
P d i i h t E h• Process decision program charts--- Each branch of tree is taken and analysed foer possible problems and countermeasures
• Arrow diagrams--- Activities from start to finish of a gproject are listed out 187
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Introd ctionIntroduction
• These had their roots in post-war OR dev i USin US
• These tools can be used to addressThese tools can be used to address problems typically faced by mgrs who are
ll d t t t t t dcalled upon to structure unstructured ideas,make strategic plans and organiseideas,make strategic plans and organise and control large projects
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Affinit DiagramAffinity Diagram
• Allows the team to creatively generate a l b f id d th l i lllarge number of ideas and then logically group them for problem understanding and g p p gsolution.
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One more e amplePEMP EMM502
One more example
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Interrelationship diagramInterrelationship diagram• Clarifies the interrelationship of many factors• Allows the team to classify the cause and effect amongAllows the team to classify the cause and effect among
all the factors so that key drivers and outcomes can be used to solve the problem
• Steps are– Agree on issue– All ideas from other techniques/brainstorming should be laid
out—as at ‘a’Each issue is compared with ‘a’ and arrows are drawn in the– Each issue is compared with a and arrows are drawn in the stronger direction.First iteration is over
– Further iterations compare b with c,d,e,f;;;issue c with d,e,f;;;d with e,f and finally e with f
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Contd IDContd--ID
– Entire diagram reviewed and revised after involving upstream and downstreaminvolving upstream and downstream processes
– The diagram is completed by tallying incoming and outgoing arrows and placing g g g p gthis info in a boxISSUE B is the driver as it has zero incoming– ISSUE B is the driver as it has zero incoming arrows and five outgoing arrows.It isusually th tthe root cause
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I t l ti hi diInter-relationship diagram—one more ex
• Strategic factors Which one to dd FIRST?address FIRST?
Customerl
ROI
Customer
value
ProductInnovationCustomer
serviceInnovation
Workenv Technologye
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Tree DiagramTree Diagram
• Used to reduce any broad objective into increasing levels of detail in order to achieve theincreasing levels of detail in order to achieve the objective– Choose an action oriented objective statement from
ID,Affinity,Brainstorming etc– Using brainstorming choose the major headings ,as
shown, under means– Generate next level by analysing major headings– Generally 3 levels ok to complete diagram and makeGenerally 3 levels ok to complete diagram and make
assignments
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One more exPEMP EMM502
One more ex
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Matri DiagramMatrix Diagram
• Aids in analysis and rating the relationship t i blamong two or more variables
• QFD is a very good ex of Matrix diagramQFD is a very good ex of Matrix diagram• Symbols or numericals can be used
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One more eOne more exSt l ti hi di
Improve workenvironm
Improve manutech
Develop new products
Strong relationship medium
environment tech
goalsactions
Costeffectiveness
goals
Highquality
Share holdervalue
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Process Decision Program gChart
• This avoids surprises and identifies tcountermeasures
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OPEMP EMM502
One more ex
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Acti it net ork diagramActivity network diagram
• Allows team to sch a project efficiently
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Arro DiagramsArrow Diagrams• For project planning—install a new computer system
334
8
1 2 6 7 8
5Needs analysisConfigure sysTrg prepareg p p
Req bidsSch trg
Purchase equiptInstallInstall
Train users 209
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Integration of toolsIntegration of tools
• Although the MP tools can be used i di id ll th t ff ti hindividually,they are most effective when used as a system to implement an y pimprovement progam.
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Activity Vs Cost RelationshipActivity Vs Cost Relationship
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Responsiveness Rulesp
• 0 05 TO 5 RULE• 0.05 TO 5 RULEOnly 0.05 to 5% of the total time adds value
• 3/3 RULE• 3/3 RULETime Lost In A Process Is Equally Attributable To 3 Factors3 Factors
Waiting for the completion of workWaiting for physical or intellectual workWaiting for decisiong
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Responsiveness RulesResponsiveness Rules
• ¼ - 2 – 20 RULEIf time is compressed in a process by one-If time is compressed in a process by one-quarter, labour productivity doubles and costs are reduced by 20%are reduced by 20%
3 2 RULE• 3 x 2 RULEIf any process is faster than competition by 50%, growth will be 3 times industry average & profits will be 2 times industry average
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Time Compression - BenefitsTime Compression Benefits
• Increased productivity• Price premiumPrice premium• Reduced risk• Increased market share
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S mmar and Concl sionsSummary and Conclusions
• The following concepts have been introducedintroduced– The progress of Quality movement from
I i TQM d h d iInspection stage to TQM and the drivers at each stage
• The three foundations of the TQM movement • Continuous Improvementp• Customer focus• Total Employee InvolvementTotal Employee Involvement
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Session 4Session 4
Strategic Mgt for QualityLeadership styles
Cultural and structural issuesCultural and structural issues
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Strategic Management for TotalStrategic Management for Total QualityQ y
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B ilding OrganisationsBuilding Organisations
---Organisational Infrastructure Leadership styles most suitable for TQM---Leadership styles most suitable for TQM
environment---Building a Quality culture with customer
focus
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Scope of TQMScope of TQM
• Three core principles of TQM------Focus on customer– Focus on customer
– Participation and team work– Continuous Improvement– SUPPORTED BY
– Organisational infrastructure– Set of mgt practiceSet of mgt practice– Wide variety of tools and techniques
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Organisational Infrastr ct reOrganisational Infrastructure
• Leadership• Strategic planning• HRM• HRM• Process mgtg• Data and info mgt
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Set of Mgt PracticesSet of Mgt Practices• Refers to those activities that occur within a mgt
sys to achieve high perf objectivessys to achieve high perf objectives• Examples
R i i f• Reviewing co perf• Determining employee satisfaction
C di i d i d d /d l• Co-ordinating design and prodn/dely process to ensure trouble-free introduction and dely of products and servicesproducts and services
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ToolsTools
• Includes various graphical and statistical th d t l k ti iti ll tmethods to plan work activities, collect
data ,analyse results, monitor progress , y , p gand solve problems Tools help to achieve /graduate to QM from QC/graduate to QM from QC
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ComparisonComparison
Quality control Quality mgtInspn after fact Design quality into
product and processproduct and processFocus on effects of poor
litFocus on identifying and
ti fquality prevention of causesCustomer is purchaser Customer is userp
Some defects is normal Zero defects is goalQuality improvement is costly Pays for itselfOf inspn or of some individual Responsibility of producer 224
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Overview of major elements of Total quality j q yOrganisational infrastructure
• LeadershipAll d t t l lit l d hi h– All mgrs need to create clear quality values and high expectations and then build these into the operation strategiesstrategies
– Senior mgt personnel must regularly and personally get involved in Quality---- planning reviewing perf--get involved in Quality planning, reviewing perfserving on quality teams, interacting with customers, rewarding employees for quality achievement g p y q y
– Above will create systems and methods to achieve excellence
– So they must be role models and place quality very high on all meeting agendas
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ContdContd-----
• Strategic planningAchieving Quality is a means to market leadership– Achieving Quality is a means to market leadership and long term survival of coMgt must address long term issues– Mgt must address long term issues
• Who are our customers• What is our missionWhat is our mission• What principles do we value• What are our short term and long term goals• How do we achieve these goalsStrategic planning drives the qualty impovement throughout the
orgn it helps in anticipating changes and allocating resourcesorgn.it helps in anticipating changes and allocating resources accordingly
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ContdContd--------
• Human resource mgtMeeting the company’s quality an perf goals needs– Meeting the company s quality an perf goals needs committed, trained and involved work force
• Involves education training reward and• Involves education, training, reward and recognition to motivate
• Taking care of safety health etc• Taking care of safety, health etc• Aligning the entire co human resource towards
customer satisfactioncustomer satisfaction• Challenges of extreme competition and change in
work culturework culture
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ContdContd----
• Process mgtf– Involves design and control of conversion activities
– Well designed processes lead to better quality products
– Strong emphasis on preventiong– Developing good suppliers– Good internal relationshipsGood internal relationships
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ContdContd---• Data and info mgt
– Many types of data and info needed for quality– Many types of data and info needed for quality assessment and improvement
• Customer needs• Product and service perf• Operation perf• Market assessments• Competitive comparisons
S li f• Supplier perf• Employee perf• Cost and financial perfCost and financial perf
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TQM demandsTQM demands• New style of managing and new skill sets
– Think in terms of systemsy– Define customer reqmts– Planning for quality improvement with each customer– Life long learning attitude– Team Building
Encouraging openness– Encouraging openness– Creating trust– Leading and participationLeading and participation– Solving problem with data– Delegating and coaching– Implementing change– CI
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Leadership and TQMLeadership and TQM
• In firms committed to TQC, various common traits are visible:traits are visible:– They create a clear strategic vision and values based on quality
which serve as a basis for business decisions a all levelswhich serve as a basis for business decisions a all levels– They set high expectations– They demonstrate personal commitment and involvement inThey demonstrate personal commitment and involvement in
quality issues– They integrate quality into daily leadership and mgt– They also integrate social values into business practicesHOW IS IT TO BE DONE
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G id li f ff ti l d hiGuidelines for effective leadership
• Give attention to both external and internal customers• Empower subordinates after mentoringEmpower subordinates after mentoring• Emphasise improvement rather than maint• Emphasise prevention rather than cureEmphasise prevention rather than cure• Encourage team work, collaboration• Train and coach rather than supervise• Train and coach rather than supervise• Learn from problems
Continually improve communications• Continually improve communications• Continually demonstrate commitment to quality
Ch li lit b i th th i• Choose suppliers on quality basis rather than price
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Q alit and orgn str ct reQuality and orgn structure
• Effectiveness of any leader will depend on the co’s orgn structure ie authoritythe co s orgn structure---ie authority, responsibility,reporting lines,perf stds.T diti l b ild t t t• Traditional cos build orgn structure to maintain status quo.
• So there will be lot of rules and regulations and more levels of hierarchy.y
• Although many diff structures exist all are variations of LINE,LINE and STAFF,MATRIXvariations of LINE,LINE and STAFF,MATRIX orgn
• In a line orgn quality dept is distinct from• In a line orgn quality dept is distinct from other deptsI li d t ff lit d t d th
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ContdContd
• In a matrix orgn ,a quality expert wd be assigned administratively to the quality dept but wd beadministratively to the quality dept but wd be attached to the functional dept for daily
i tassignments• Now-a-days with customer focus and y
heightened competition quality orgn is being structured around cross functional teamsstructured around cross functional teams dedicated to customers for fast resolution
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St t i lit tStrategic quality mgt
• This is a structured process for establishing long range quality goals at the highest levels of therange quality goals,at the highest levels of the orgn and defining the means to achieve these goalsgoals
• It comprises of quality planning control improvement all helping theplanning,control,improvement—all helping the orgn achieve its business goals of roi, profits, growthgrowth
• SQM is a process of:– Establishing quality council– Quality policies– Quality Goals– Deployment of goals to all levels—Hoshin kanri
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M t d St t i I f t f TQMMeasurement and Strategic Infom mgt for TQM
• Succesful companies recognise the need of reliable data and information in achieving TQM.
• Info is the driving force to satisfy customers thru quality excellence and improved operational competitive perf
• Cos have toCos have to– Develop a set of perf indicators that reflect internal and external
customer reqmts and the key factors that drive business.Exs cd be Customer satisfaction indices defect rates profits etcCustomer satisfaction indices,defect rates,profits etc
– Continuously benchmark for improvement– Involve all concerned in measurement,analysis and actions—Not only
quality inspectors– Data shd be reliable,accessible and visible throughout– Logical link between external indicators to internal ones.Logical link between external indicators to internal ones.– Improve data collection and analysis methods to shorten cycle
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Typical business perf measures and indicators—
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Organising for TQMg g
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RolesRoles
• Top mgt---Establishing Quality councils ,Policies, Goals Then to provide resources trainingGoals.Then to provide resources, training, stimulation to improve, rewards/recognitions
• Quality council—Group of top mgrs who develop the quality strategy, and then guide and supportq y gy, g ppEstimate major dimension of quality issues, roles and responsibilities plan for trg establishroles and responsibilities, plan for trg, establish support for teams, new measures for progress
i it ti d i f l f dreview, merit rating,design of plan for reward
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ContdContd
• Middle mgt—specific quality problems, customer supplier interactionsupplier interaction
• Work force—self control, know customer needs• Teams---quality circles, specific quality project
teams NCR resolution teamteams, NCR resolution team
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Total Emplo ee In ol ementTotal Employee Involvement
• In organising for total quality, the most imp factor is employee involvement around which the mgtis employee involvement around which the mgt sys of TQM should be based.
• 10 % is visible part of orgn---top mgt• As in an iceberg 90% is hidden---front lineAs in an iceberg 90% is hidden front line
supervisors, employees etc.To tap into their creativity and problem solving abilities Variouscreativity and problem solving abilities, Various teams need to be built
• QUALITY CIRCLES• SELF-MANAGED TEAMS• SELF-MANAGED TEAMS• CROSS-FUNCTIONAL TEAMS 243
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Q alit CirclesQuality Circles• A Quality Circle is a group of employees that
voluntarily meets at scheduled intervals tovoluntarily meets at scheduled intervals to identify problems and formulate solutions to present them to mgt with suggestions forpresent them to mgt with suggestions for implementation.
• It is called a Small group activity Started first in• It is called a Small group activity.Started first in Japan and these have now become a strategic global phenomenonglobal phenomenon
• Generally the group members are from a ifi f ti it Th dd l lspecific area of activity.They address local
Quality and any other improvement issues in a h di lmethodical manner.
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Self managed teamsSelf-managed teams
• Defined as a highly trained group of employees from 6 to 18 on anemployees ,from 6 to 18 on an average,fully responsible for turning out a
ll d i d t f fi i h d kwell-designed segment of finished work.– SMT’S are empowered to take corrective actions and
resolve day-to-day problems. They have access to info that allows them to plan ,control and improve their operations SMT’S offer a way to put thetheir operations. SMT’S offer a way to put the concepts of job enrichment and job enlargement into active operationactive operation
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Contd E amplesContd---Examples• In an electronic plant, an assly team handles all aspects
of a customer order viz., receiving order,making g gcomponents, assembling and soldering the circuit boards, testing, packing and shipping, monitoring the inv
d i ll kand processing all paper work.• At an ins co , work was organised into three areas—life,
health and support like billing Now 20 employees inhealth and support like billing. Now 20 employees in SMT perform all the 167 tasks .So the field agents have to deal with one SMT and so processing time is reducedto deal with one SMT and so processing time is reduced
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B ildi Q lit ltBuilding a Quality culture
• ‘Technology touches the head, Culture touches the heart’touches the heart
• Quality culture is defined as a pattern of y phuman habits, beliefs and behaviour
• So it provides a framework to explain “the• So it provides a framework to explain the way things are done around here”
• So a change in culture is a very imp part of improving Qualityimproving Quality
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R i t t ChResistance to Change
• Any change is resisted by people for a number of reasonsreasons– Will affect their usual way of working and also mean
more workmore work– May lose control over things
U t i h th th t th ’– Uncertain whether they can come upto other’s expectation
– Past resentment towards mgt– TQM will fade away if ignored– Attitude of “First you change ,then I will”
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Wh t tl h t h ?What exactly has to change?
• Many cos are not geared for TQM—both reg technology and human skillstechnology and human skills
• Poor lay-out, Shabby work-place, Uncared service facility,Poor lighting ,Poor product quality, Mgt behaviour erratic and depends on q y, g psituation and is short-term based. Ends are much more imp than meansmuch more imp than means.
• HOW DO WE CHANGE THIS TO TQM• This is known as change mgt
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ContdContd• Mgt must repeatedly stress customers delight as
the goal-----Each issue should be seen as anthe goal Each issue should be seen as an opportunity for improvement.– Start with spreading info about present level of quality This infoStart with spreading info about present level of quality. This info
has to be given in appropriate terms/combination of money +products ,to the different levelsM t t li d b th lit Th t t t ll ti i t i– Mgtmust live and breathe quality. They must totally participate in Quality issues and help in Setting up quality councils, policies ,Goals, resources, Training,participate in teams,Encourage improvement
– Most important is Internal customer ie Each person is a supplier processor and customersupplier,processor and customer
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ContdContd--• Mgt must provide feedback reg perf and stds.• Job design,must encourage that there is self-control andJob design,must encourage that there is self control and
give more and more responsibility and authority to front line employees .THIS IS CALLED OWNERSHIP CONCEPT.
• Obviously reward and recognition must match above desired behaviour.
• Remove orgn boundaries and reward TEAMS.• Always insist on Fact-based decision making• Customer contacts, visits.• KAIZEN Concepts
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D l i Q lit ltDeveloping a Quality culture• Organisational culture is the pattern of shared beliefs
that provides the members of the orgn rules of behaviour t d f d ti tior accepted norms for conducting operations
• In simple words , culture provides a framework to explain the way things are done around herethe way things are done around here
• A Change in culture is VITAL for improving quality• IBM says---respect for individual best customer serviceIBM says respect for individual, best customer service,
pursuit of exllence—These become core guidelines in planning, decision making etc.
• Very vital reg issues relating to quality. Employees generally think differently than mgrs.So to improve quality core value like COMMITMENT TO QUALITYquality, core value like COMMITMENT TO QUALITY has to be embedded in the orgn
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Creating and maintaining awareness of g gquality
• Create and spread info about quality– Top mgt----moneyp g y– Middle mgt—Money and product– Front line-----Products/job securityMaintaining awareness
Sustain the msg of quality thru reinforcement which can be done by measurementby measurementQuality measurement must be done for all major functions—Product dev, Purchase, Manu, Customer service etcQuality news letter, Quality items first on all meeting agendas, announcement reg quality by TOP mgt, company conferences on quality etcon quality etc
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P idi id f t l d hiProviding evidence of mgt leadership
• Top mgt must spend time on the activities connected to qualityconnected to quality
• Must not make decisions which vary from the stated commitment to quality
• Must provide vision set clear stds and goalsMust provide vision, set clear stds and goals, enable and let employees do their job, give feedback with rewardsfeedback with rewards.
• Be persistent even when faced with failures
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P ti i ti i i tiParticipation as an inspiration
• Personal participation in quality activities gives more knowledge helps them to see benefits ofmore knowledge, helps them to see benefits of quality disciplines and a sense of
li h t b l i bl d thaccomplishment by solving problems and then a change in attitude and behaviour
• Recognition and rewards are vital in people getting positive feelings on quality—getting positive feelings on qualityappreciation, modest token awards, deputation to trg/seminars bonus holidays etcto trg/seminars, bonus, holidays etc
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Change mgtChange mgt
• For orgns committed to TQM, change is a f lifway of life.
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Strategic Quality Mgt(f id )(few more ideas)
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DefinitionDefinition
• Outline of a strategic planning process for TQM can be expressed as:be expressed as:
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Val es Vision MissionValues,Vision,Mission• Values
– Basic beliefs of Co—Excellence Integrity TeamworkBasic beliefs of Co Excellence,Integrity,Teamwork etc
• Vision– Dream of the future—ex: We want to offer world class
goods by anticipating and exceeding expectations• Mission
– Purpose of business—To participate in economic development of country by contributing to making competitive Auto components in line with global stds of performance and environment impactof performance and environment impact
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More detailsMore details
• Strategic Goalsf f– Targets to be achieved to fulfill vision—ex-Total
customer satisfaction,Industry leadership,cost titi t t ti f icompetitiveness etc—qty+time frame imp
• Leadership– This is the driver of the strategic plan.It brings togeher
People,Processes and Resources in a co.Must be in p ,constant touch with ALL stakeholders.Must be deeply involved in development of workforce,setting and p gmonitoring targets,recognising,rewarding and building a new Quality culture
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ContdContd
• Critical success factors +Key business processes Leversprocesses—Levers
• Four Principles Recap– Customer focus– Customer focus– Strategic planning and leadership
CI &L i– CI &Learning– Empowerment and Teamwork
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Cultural changes needed to gachieve success of four principles
• Culture of communication within the organisation– Clear view of NEED and ROLES.Very important.Should not
l f t bl /t bl igloss over uncomfortable/troublesome issues.• ‘Customer first’ attitude
– Each person shd know and commit to fulfill what the next-in-Each person shd know and commit to fulfill what the next inprocess-customer wants---- is a big attitudinal change
• Transparency– Decisions must be based on Values,vision and customer
expectations.Mgts motives,ethics or practices should not be against spoken norms.This will ensure credibility and thus
ti timotivation• Empowerment of people [Trg+encouragemen+trust]• Continuous improvement +learning [Routine+improve]• Continuous improvement +learning [Routine+improve]• Customer focussed horizontal process
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Strateg for gro thStrategy for growth
• Strategy can be defined as– ‘a set of major policies (plans of action) to
cope with market and competition to ensure p pthe organisation’s future success.Made up of:GOALS– GOALS
– POLICIES– ACTIONS
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ContdContd• Earlier Cost and Product differentiation were
major strategies With TOTAL QUALITY whichmajor strategies. With TOTAL QUALITY which has delivered lower cost,value addition,product quality superiority Quality of people customerquality ,superiority, Quality of people,customer retention,employee satisfaction and corporate image issue TQ deserves to be a very importantimage issue,TQ deserves to be a very important STRATEGY for growth.
• Also TQM has the three elements of• Also TQM has the three elements of STRATEGY and when pursued not only addresses Q C D but also strengthensaddresses Q,C,D but also strengthens organisation culture,attitude,and orientation These traits are important to buildorientation.These traits are important to build internal capability to meet adverse circumstances in business in the future See the
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ContdContd• There are many examples of cos like TISCO, TVS,
MOTOROLA, XEROX,TOYOTA which use TQ as aMOTOROLA, XEROX,TOYOTA which use TQ as a ‘conditioning’ strategy for the internal health of the organisation to ATEMPT BIGGER CHANGES.g
• TQM is about managing in a changed context----To become responsive flexible nimblebecome responsive,flexible,nimble.
• Merely managing well is not TQM.So issues of transformation that need to be addressed are:need to be addressed are:– Pro-active and outstanding leadership---Inspirational– Strong customer orientation and market focus—Internal and g
external customer concept– Thrust and Trust in people---Involvement and people
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ContdContd– Continuous learning and improvement as a new way
of life---Belief of Always a better way is there.y y– Mgt by facts and data---Information and analysis is a
key issue for setting and measuring goals– Process of strategic planning---Key customer and
business issues improvement– Customer-supplier relationship---Win-Win relation
• ALL SHOULD BE INTEGRATED COLLECTIVELY• REFER MALCOLM BALDRIDGE SLIDE
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g ( yperspective)
Customer and market focussedStrategy and action plansStrategy and action plans
2Strategic planning
5HR Focus
1leadership
7Business
resultsleadership3
Customerfocus
6Process mgt
results
focus g
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St t d i ti f TQMStructure and organisation for TQM
• Functional structure is the traditional structure. This is bureaucratic and slows down actions at interface.No onebureaucratic and slows down actions at interface.No onesingle function has control over the whole process of design to delivery g y
• With emergence of customer power,alternate structures were looked at that would allow smooth flow of activitieswere looked at that would allow smooth flow of activities relating to delivery and service.
• Customer call centres cost reduction teams etc were the• Customer call centres,cost reduction teams etc were the beginning and so regular activities +special activities spread throughout the orgn These had to be aligned forspread throughout the orgn.These had to be aligned for ONE result and should not cancel each other.
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ContdContd
• So Process approach (cft);Internal customer concept Flatter organisaions were the resultconcept,Flatter organisaions were the result
• However companies prefer to maintain the functional structure and superimpose a cross-functional process focusssed structure(matrix)p ( )
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Horizontal customer-focussed process
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Horizontal customer focussed process
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ContdContd• To make this work TQM needs a organisational structure
within the company.this is now standard an is made upwithin the company.this is now standard an is made up of– Apex quality councilApex quality council– Quality council
Q lit b il– Quality sub-council– Quality co-ordinator
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S mmar and Concl sionsSummary and Conclusions
• The following concepts have been introducedintroduced– The need for building an ownership culture
l hi TQMamong employees to achieve TQM– Need for a Supportive and mentoring style of pp g y
leadership to enable participation and empowermentp
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Session 5Session 5
Quality Gurus -- their Influence and Contribution
Excellence AwardsModels for TQMModels for TQM
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4 1 S i Obj ti4.1 Session Objectives4.1 Session Objectives
– At the end of this session the student would have– At the end of this session the student would have understood
• The quality movement over a period of time• The quality movement over a period of time• The various persons and institutions who/which
d l d k i th J t E ll imade land mark in the Journey to Excellence in Quality.Th i t ib ti t Q lit• Their contributions to Quality
• Awards of Excellence in Quality
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Session TopicsSession Topics
• Quality Gurus and their teachings• Excellence awards and their details• Generic TQM Model• Generic TQM Model
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Q lit t hil hiQuality management philosophies
*Quality philosophies,----Gurus Q y p p ,*Deming philosophies, Deming cycle, Deming’s 14 points,14 points, *Juran philosophy, quality trilogy & universal break through sequence,break through sequence, *Steps for quality improvement, *Philips Crosby’s tenets, quality is free,Philips Crosby s tenets, quality is free, absolutes of quality, 14 steps for quality improvement,improvement, *Taguchi’s quality loss functions, *Feigenbaum’s philosophyFeigenbaum s philosophy
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Who is a q alit G r ?Who is a quality Guru?• If Quality is important ,so are the people who propound it• Quality is motivational; and concerns all of usQuality is motivational; and concerns all of us• A guru is a path-breaker---a good, wise ,teacher who
should be charismatic, and whose approach to quality in , pp q ybusiness and life ,has made a lasting impact
• Gurus have given us Philosophies and Toolsg p• Early Americans
– W.Edwards DemingW.Edwards Deming– Joseph.M.Juran– Armand V FiegenbaumArmand V Fiegenbaum– Walter Shewart
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Con tdCon td• The Japanese
– Dr Kaoru Ishikawa– Dr Genichi Taguchi– Shigeo Shingo– Taichi Ohno– Masaki-Imai
• The New Western Wave– Philip Crosby– Tom Peters– Claus Moller
G ld t E– Goldrat.E
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G r s and TQMGurus and TQM
• When considering introduction of TQM into an organisation it is advisable to take note of theorganisation it is advisable to take note of the unique messages of all Quality Gurus.
• Between them they have influenced most areas of TQM
• A Seven point summary is given in next slide
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Se en point s mmarSeven point summary• Management commitment and employee awareness are essential
from the early stages for implementing TQM.Deming’s philosophy, Peters Top twelve traits Crosby’s zero defects are possibly the mostPeters Top twelve traits, Crosby’s zero defects are possibly the most useful for encouraging such attitudes
• Awareness must be backed by figures.Cost of quality measurement y g q yby Juran and crosby are relevant here
• TQM programs employ team work to facilitate improved communication and problem solving CFT’S Quality circlescommunication and problem solving.CFT S,Quality circles advocated by Ishikawa, Peters etc are useful
• Simple tools for problem solving are to be used by all employees—Ishikawa advocated this
• Culture of Continuous Improvement must be fostered in all areas as taught by Imaitaught by Imai
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ContdContd• Tools also include methods to reduce prototyping and
introduction of JIT as advocated by Taguchi and Shingointroduction of JIT as advocated by Taguchi and Shingo• Management tools should be studied to achieve
quality Crosby’s zero defect program CWQC and TQCquality.Crosby s zero defect program, CWQC and TQC by ishikawa and Feigenbaum are needed
• We need to move from inspection culture to• We need to move from inspection culture to prevention.This will need to understand internal and external customers This customer focus is stronglyexternal customers.This customer focus is strongly emphasized by Juran, Crosby and Peters,Deming
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Q lit Phil hiQuality Philosophies
• We will read about Quality Gurus who led the QM revolutionrevolution
• We refer to:Dr W Edward Deming– Dr W. Edward Deming
– Dr Joseph Juran– Philip B.Crosby– Ishikawa– Taguchi– FeigenbaumFeigenbaum
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Dr Ed ard DemingDr Edward Deming• Has had maximum influence on QM. Was awarded by
the emperor of japan for the dev of quality in japanp j p q y j p• Thousands of Japanese mgrs attended Deming’s
courses in SPC .• He made the initial insight that a firm could never inspect
quality into a product. A good quality is due to good ffdesign and effective prodn methods.
• Five major contributions are:F t i t f t– Fourteen points for mgt
– Seven deadly diseases and sins– PDCAPDCA– Triangle– Chain reaction
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Ch i R tiChain Reaction
• Deming chain reaction is given below:Improve qualityImprove quality
Costs decrease due to less reworkFewer mistakes,delays,snagsResulting in better utilisation
Of time and materialsOf time and materials
Productivity UP
Capture more market with Better quality and priceq y p
Stay in business
Stay in business,more profits,more jobs 285
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D i ’ 14 i t f tDeming’s 14 points for mgt
• Deming summarised his views on mgt and its relationship with quality in his 14 points for mgt:– 1)Create constancy of purpose for CI of product and service– 2)Adopt the new philosophy for economic stability
3)Cease dependency on inspn to achieve quality– 3)Cease dependency on inspn to achieve quality– 4)End the practice of awarding business on price tag alone.
Reduce no of vendors for better control and consistency– 5)Improve constantly the system of prodn and
service(Differentiate between faults due to mgt and systems and Workers )Workers )
– 6)Institute training on the job– 7)Adopt modern methods of supervision and leadership) p p p
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ContdContd-----– 8)Drive out fear– 9)Breakdown barriers between departments9)Breakdown barriers between departments– 10)Eliminate use of slogans, posters– 11)Eliminate work stds and numerical quotas See11)Eliminate work stds and numerical quotas– 12)Remove barriers that rob hrly workers of the right
to pride in workmanship
Seehandout
to pride in workmanship.• !3) Institute a vigorous program of education and
retraining (Statistical methods,new skills)retraining (Statistical methods,new skills)• 14)Define top mgts permanent commitment to ever-
improving quality and productivity.p g q y p y
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Deming’s Triangleg gRepresents the AXIOMS OF TQM CULTURE
• Axiom=PrincipleMgt commitmentgTo improvement
Points 1,2,14commitment
involvement Scientificknowledge
ImproveInterrelationships
Points 4,7,8,9,10,11,12
ApplyStatistical
MethodologyPoints 3,5,6,13, , ,
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S d dl iSeven deadly sins
• Deming listed ‘Seven deadly’ sins that obstruct the quest for qualitythe quest for quality– Lack of constancy of purpose– Emphasis on short-term profits– Over reliance on perf appraisals– Mobility of mgt– Overemphasis on visible figuresOveremphasis on visible figures– Excessive costs of warranty
E i di l t– Excessive medical costs
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S mmar of DemingSummary of Deming• Main strengths are
Mgt comes before technology– Mgt comes before technology– Leadership and motivation are very important– Strong on statistical and quantitative methods
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D i P iDeming Prize
• Recognising Deming’s imp effect on perf of japanese firms,the japanese govt instituted the Deming prize in j p g g p1951.This annual award recognises a co or individual for active contributions to the dev of QM tools or to the
d d i l t ti f lit i tspread and implementation of quality improvement prpgrams.JUSE awards this prize based on perf improvements achieved by a co thru route of TQCimprovements achieved by a co thru route of TQC
• The checklist addresses issues like:– Policies– The orgn and its operations– Education and dissemination– Information gathering, communication and it utilisationg g,
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ContdContd---• Analysis• Standardisation• Standardisation• Control systems
Q lit A• Quality Assurance• Effects• Future plans
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J Phil hJuran Philosophy
• After Deming,Dr Joseph Juran has had the greatest impact on the theory and practice of QM.Juran alsoimpact on the theory and practice of QM.Juran also taught quality principles to japanese in 1950 and was a principal force in their quality reorgn.p p q y g
• Juran’s contribution was on four themes:Compelling definition of quality and the cost of quality– Compelling definition of quality and the cost of quality
– Quality habit– Quality trilogy– Universal breakthrough sequence
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ContdContd----• Quality defined --as fitness for use made up of five product traits—
quality of design, quality of conformance, availability, safety, field useuse
• Concept of cost of quality---Prevention costs, Appraisal costs, Failure costs
• Quality habit---Establish goals, plans, assign clear responsibility, link rewards to results. So that focus on quality should become second nature or HABITnature or HABIT
• Quality trilogy----Quality planning, control, improvement are the three requirements for successful TQM
• Universal breakthrough seq---identifies a set of actions directed towards achieving major leaps in quality
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4.2.3 Joseph M. JuranJuranJuran’s Triology of Quality Management
Q lit Pl i Q lit C t l Q litQuality Planning Quality Control Quality Improvement
Determine who the customers are
Evaluate actual product performance
Establish the infrastructure
Determine the needs of Compare actual Identify the improvementDetermine the needs of the customer
Compare actual performance to Product Goals
Identify the improvement projects
Develop product features that respond to customer’s needs
Act on the difference Establish project teams
Develop processes able to produce the product f t
Provide the teams with resources: training and
ti ti tfeatures motivation to:Transfer the plans to the operating forces
Diagnose the causes, Stimulate remediesthe operating forces Stimulate remedies. Establish controls to hold the gains
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J ran’s Breakthro gh seq enceJuran’s Breakthrough sequence
• To reach and maintain minimum cost of lit j d th dquality,juran proposed a three pronged
approachpp– Breakthrough projects
C t l– Control sequence– Annual quality programmesq y p g
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C b Phil hCrosby Philosophy
• Philip Crosby contribute three ideas to TQM:– Absolutes of quality mgtq y g– 14 Steps for quality improvement– Quality vaccine– His 6C’s
Absolutes of Quality Mgt:Quality is defined as conformance to reqmtsThe system for achieving quality is preventionThe system for achieving quality is prevention ,not appraisal.The perf std is Zero defect, not “that is” close p ,enoughThe measurement of quality is the price of non-q y pconformances and not some indexes 297
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ContdContd--
• The Absolutes include the foll points:Crosby recognizes only one sensible definition of– Crosby recognizes only one sensible definition of quality based on exactly what the customer wants. So it is a very vital starting point for everybody in theit is a very vital starting point for everybody in the company understands these reqmts and that they are provided with tools o achieve these reqmts.
– Quality problems originate in the functional dept ,not in the quality dept.
– Crosby says quality is free. what really costs money are all actions that involve not doing the job right the fi t tifirst time.
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ContdContd---– Most cos spend 15% of their sales on quality
costs.This must be reducedcosts.This must be reduced– Quality systems encourage prevention,as the
beginning is an evaluation of current processesbeginning is an evaluation of current processes – Crosby says that zero defect is not a slogan.There
must be a continuous effort to define produce andmust be a continuous effort to define,produce and deliver products that eliminates any possible defects.
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14 St f C b Q lit M t14 Steps of Crosby---Quality Mgt• Management commitment• Quality mgt team• Cost of quality• Quality awareness
C ti ti• Corrective action• Zero defect planning• Supervisor planning
See handout• Supervisor planning• Zero defects day• Goal settingg• Error cause removal• Recognition• Quality councils• Do it all over again
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Mgt Mat rit grid on q alitMgt Maturity grid on quality
• This is very useful in understanding the C iti lit ttit d ORCos position reg quality attitude OR FIRM’S CURRENT QUALITY CULTURE
• The five states of quality awareness and quality culture are:are:– UNCERTAINITY– AWAKENINGAWAKENING– ENLIGHTENMENT– WISDOM– CERTAINITY
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Q alit VaccineQuality Vaccine• Quality vaccine describes a corporate QM regimen that improves
the overall health of the firm and corrects many of its pressing problemsproblems.
• Three major components of the quality vaccine are:– Integrity----honest attempt to eliminate bureaucracy improve perfIntegrity honest attempt to eliminate bureaucracy,improve perf
and satisfy customers– Communications—internal and external.regular exchange of info
b t lit bl f lit h’about quality problems ,performances on quality ch’s,progress towards quality goals and opportunities for quality improvement
– Systems and operations---designed to maintain the firm’s newSystems and operations designed to maintain the firm s new quality env are vital
DETERMINATION EDUCATION IMPLEMENTATION BASIS OFDETERMINATION,EDUCATION,IMPLEMENTATION---BASIS OF CROSBY PHILOSOPHY.
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Crosb ’s 6 C’sCrosby’s 6 C’s
• Comprehension• Commitment• Competence• Competence• Correction• Communication• Continuance
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Masaaki Imai and TQMMasaaki Imai and TQM• Brought together various philosophies,tools etc into a
single concept called KAIZENg p• Kaizen is a japanese name of a formal sys to promote
CI
• CI begins with the notion that an orgn can assure it’s g glong term survival and success only when every member actively pursues opportunities to identify and implement i t dimprovements, everyday.
• Improvements wd be,by and large incremental and so d not req ire great in estmentswd not require great investments.
• Every day in every way, we are getting better
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Kai en ContdKaizen Contd-----
• Kaizen recommends for it’s success– A process view of the system– Based on people’s knowledgeBased on people s knowledge– Constant sense of urgency and feel a need to
i i tlimprove incessantly.
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A V Fiegenba m and TQMA.V.Fiegenbaum and TQM
• Originated concept of TQC 9 M’S ?H i d Q lit t l t b d l• He viewed Quality as a tool to be used as a long term strategic weapon for competing in business
• His three steps to quality are– Quality leadership– Quality leadership– Modern quality technology
O i ti l it t– Organisational commitmentAbove formed basis for CWQC movement in japan
which was the forerunner of TQM and many Awards
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ContdContd
• Key elements---TQC is a sys to integrate quality dev maintenance– TQC is a sys to integrate quality dev,maintenance and improvement efforts in an orgn which will enable Engg,marketing,prodn,and service to function atEngg,marketing,prodn,and service to function at optimum economic levels while achieving customer satisfaction
– Control aspect should involve setting quality stds, appraising perf relative to above, taking corrective action,and planning for improvement of stds
– Quality is affected by both technological and human f tfactors
– It is very imp to control quality at source
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Kaor Ishika a and TQMKaoru Ishikawa and TQM• He was the person who developed the cause
and effect charts or fish-bone diagramsand effect charts or fish bone diagrams.• He was also in the forefront of japanese quality
strategy in later yearsstrategy in later years• He emphasised quality as a way of mgt and
i fl d th d f ti i ti b tinfluenced the dev of participative,botom-up view of quality,which became the trade mark of th j h t lit t Hthe japanese approach to quality mgt.He was responsible for initial deploymentof quality i lcircles.
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ContdContd----
• Some key elements----Quality begins with education– Quality begins with education
– First step is to know your customers requirementsId l t t f lit t l h i ti i– Ideal state of quality control occurs when inspection is no longer necessaryRemove the root cause not the symptoms– Remove the root cause ,not the symptoms
– Put quality first and set ur sights on long term profitT t t t h h f t / bl– Top mgt must not show anger when facts/problems are presented95% of problems in a compan can be sol ed b– 95% of problems in a company can be solved by simple tools
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Shigeo Shingo and TQMShigeo Shingo and TQM• He realised that statistical methods detect errors
too late in the manu process What is needed istoo late in the manu process.What is needed is to identify errors as they happen and to deal with them right awaythem right away
• This is termed as poka-yoke or fool proofing (error proofing)proofing.(error proofing)
• The processes must be so designed that they k th d i d lt i it blmake the desired result inevitable
• Round manhole covers, bevelled diskettes, car wont start till seat belt is tightened, pen drive cannot be inserted reverse etc
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Dr She art and TQMDr Shewart and TQM• He was a mathematician at bell laboratories, specialising
in statistics.• He found that variability associated with manufactured
component dimensions followed a ‘normal distbn’• He discovered that ‘chance’ and ‘assignable’ causes
determined the shape of this curve.• He developed a simple tool called control chart to
understand these variations and control the process• Thinking statistically is a basic part of the TQM
philosophy.Much of the challenge in CI is to control the process b statistical methods b detecting thethe process by statistical methods by detecting the assignable cause of variation and eliminating these
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ContdContd----
• Advantages of SPC are---– It places responsibilty and gives gives help for
quality improvement in the hands of the q y pworkerIt is therefore a great prevention tool– It is therefore a great prevention tool
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Tag chi and TQMTaguchi and TQM• He said that it is very imp to look at design stage and
design quality into the product/processdesign quality into the product/process• One method of doing this is to experiment on variables
that contribute to a product’s perf This is calledthat contribute to a product s perf. This is called DOE.This is based on statistics to minimise the number of experimentsof experiments
• He also believed that design should be ROBUST –ie withstand the hard-to-eliminate variabilities that occur inwithstand the hard-to-eliminate variabilities that occur in the conversion process or in customer use
• He called this approach as ’Quality engineering as it• He called this approach as Quality engineering as it helps to design quality into product and process.
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Q alit Loss f nctionQuality Loss function• Taguchi’s loss function estimates loss to societynfrom
the failure of a product to meet it’s target value for a p gparticular perf ch .
• This is shared both by consumers ,producers an society at large.
• Consumers incur loss due to shorter product life, increased maint etc, producers incur loss due to scrap, warranty,damage to reputation,loss in mkt share etc, society due to safety and pollution issuessociety due to safety and pollution issues
• Mathematically---L=(X-T)2
L Total loss C constant X a al e T target al e• L=Total loss,C=constant, X=av value, T=target value
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Tag chi’s se en pointsTaguchi’s seven points• Product quality is measured by total loss to society• Continuous quality improvement and cost redn are necessary to q y p y
survive in world competition• Quality improvement means continuous redn of variation in product
perf around the nominal value• Quality loss is proportional to square of deviation of perf from
nominal valuenominal value• Product and process design are vital for product design an cost• Perf variation can be reduced by suitable adjustment to product• Perf variation can be reduced by suitable adjustment to product
and process` parameters• The above setting of parameters can be identified by g p y
statistically designed experiments
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O er ie of q alit philosophiesOverview of quality philosophies
o There are two main factors of all quality hil hiphilosophies
o Technical Needso Technical Needs o Human dimension of quality mgt
• Technical needs are met by statistical and quantitative• Technical needs are met by statistical and quantitative methods. They cover technical needs right from design to inspn of final product
• Human needs are not so widely addressed except Quality circles.
• We now use job enrichment and suggestion schemes also
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List of A ardsList of Awards
• Malcolm Baldridge award• Deming award• RGNQA• RGNQA• CII-NQAQ• EFQM
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Malcolm Balridge a ardMalcolm Balridge award
• Established by US congress in 1987P f th d• Purpose of the award are:– Help stimulate American cos to attain excellence in
quality and productivity for the pride and to obtain a competitive edge
– Recognise the achievements of outstanding cos that improve the quality of their goods and services and disseminate the experience of these firms to teach others about quality and its impact on perf.
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ContdContd• Establish guidelines that can be used to evaluate
quality improvement efforts q y pGather info from award winners about how to manage for superior quality by changing corporate cultures
d id ifi id li f thand provide specific guidelines for others• Above objectives are to support two result-
foriented goals: Delivery of ever improving value to customers and improvement of overall corporate perf
• Details of criteria for the award are shown in next slide
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Criteria for malcolm baldrige award• Leadership 110
– Leadership system 80– Co responsibility and citizenship 30
• Strategic planning 80– Strategy dev process 40gy p– Co strategy 40
• Customer and market focus 80Customer and market focus 80– Customer and mkt knowledge 40
Cust sat and relationship enhancement 40– Cust sat and relationship enhancement 40• Information and analysis 80
– Selection of info and data 25– Selection and use of comparative info 15– Analysis and review of co perf 40 322
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contd• Human resource focus 100
– Work systems 40– Work systems 40– Employee education,trg 30– Employee well being and sat 30Employee well being and sat 30
• Process mgt 100– Mgt of product and service processes 60– Mgt of product and service processes 60– Mgt of support processes 20– Mgt and support of supplier process 20Mgt and support of supplier process 20
• Business results 450– Customer sat results 125– Customer sat results 125– Financial and mkt results 125– Human resource results 50Human resource results 50– supplier and partner results 25– Co—specific results 125Co specific results 125
• TOTAL 1000323
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Se en categories form a s stemSeven categories form a system• Leadership, strategic planning, and customer
and market focus represent the“leadership triad”and market focus represent the leadership triadand suggest the importance of integrating these three functionsthree functions.
• Human resource focus and process mgt t h th k i i d drepresent how the work in an orgn is done and
leads to business results. These fns are linked to th l d hi t i dthe leadership triad
• Information and analysis supports the entire y ppframework by providing the foundation for perf assessment and mgt by factsg y
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Baldrige criteria (system PEMP EMM502
g ( yperspective)
Customer and market focussedStrategy and action plansStrategy and action plans
2Strategic planning
5HR Focus
1leadership
7Business
resultsleadership3
Customerfocus
6Process mgt
results
focus g
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E al ation processEvaluation process• It is very rigorous• Each application is reviewed by 15 examiners chosen from among
leading quality professionals. Each item is evaluated on approach, deployment, results
• The entire review and evaluation process is driven by the follThe entire review and evaluation process is driven by the foll fundamental beliefs about TQM
• Customers define quality• Senior corporate leaders must create clear quality values and
build them into company operations• Excellent quality evolves from well-designed and well• Excellent quality evolves from well-designed and well
executed systems and processes• Firms must integrate CI into daily mgt of all systems and
processes
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ContdContd• Cos must develop detailed goals and strategic and
operational plans to achieve quality leadershipp p q y p• Time based competition is vital• Operation and decisions of co must be based on p
facts• All employees must be appropriately trained, p y pp p y ,
developed and involved in quality improvement activities
• Quality systems must emphasise design quality and error prevention as key elements
• Cos must develop their suppliers on similar lines
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List of companies who have won pthe award
• TVS• LUCAS TVS• M&M• M&M• BRAKES INDIA• SUNDARAM CLAYTON• SONA-KOYO
RANE GROUP• RANE GROUP
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European quality awardEuropean quality awardInstituted by European foundation for quality mgt(EFQM)
• This was designed to increase awareness throughout Europe of the growing importance ofthroughout Europe ,of the growing importance of quality to their competitiveness in the global mkt.
• The enablers and results are shown in the next• The enablers and results are shown in the next slideSi il d• Similar awards are– Canadian award for business excellence– Australian quality awardEverywhere the holistic and interconnected nature
of the mgt process is highlighted
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E ropean q alit a ardPEMP EMM502
European quality award
LE
PeopleMgt
PR
PeopleSatisfaction
9 % BUE
ADE Policy and
Mgt9% O
CE Customer
USI
ERS
Policy andStrategy
8%SSE
CustomerSat20%
NES
HIP
Resources9%
ES
14%Impact
On
SS
Results15%
10%9% 14% On
Society6%
15%
Results—50%Enablers 50%330
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CII-EXIM Award for business excellence
• The nine categories are sequenced to show that all actions of an orgn must lead to exllence inall actions of an orgn must lead to exllence in orgn results:– Leadership– Leadership– Policy and strategy
People mgt– People mgt– Resources
P– Processes– Customer results
P l l– People results– Society results– Key perf results 331
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CriticismCriticism
• Companies need at least four years to persuade employees to buy into the quality philosophy andemployees to buy into the quality philosophy and eight years to fully establish a quality culture.
• SO IF ANY TQM EFFORT FAILS IT IS LARGELY DUE TO ORGANISATIONAL APPROACHES AND MGT SYSTEMS ISSUES AND NOT THE RELEVANCE OF THEAND NOT THE RELEVANCE OF THE CONCEPT
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A Generic TQM model for Excellence
• To achieve excellence, companies must develop a corporate culture of treating people as their most imp p g p p passet and provide a consistent level of high quality products .relation with customers and role of quality is
i i h f llvery imp in search for excellence• TQM needs changes in people, technology and structure
Q• In order to have a systematic approach to TQM ,it is necessary to develop a conceptual model.A model is a sequence of steps arranged logically to serve as asequence of steps arranged logically to serve as a guideline for implementation of a process in order to achieve the ultimate goalachieve the ultimate goal
• TQMEX IS A TQM PLUS` EXCELLENCE MODEL
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Objecti es of e cellenceObjectives of excellence• Profits• Recession proof
M i t i t fid• Maintain customer confidence• Maintain corporate vitality• To develop a good reputationTo develop a good reputation• To use employees creative energies• To lower costs
T t i l t h d t k• To retain employees, to have good team work• To increase productivity• To contribute to societyTo contribute to society• To have a clear vision of the orgn• To improve technology
T l bl ff ti l• To solve problems effectively• To increase competitiveness
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ContdContd
• The three requisites of TQMEX are:• The ten commandments –• Four pillars• Four pillars• Four “C”s
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Ten commandments and 4 pillars
• Approach—mgt lead• Method—prevention
• Satisfying customersreqmts+implied needsMethod prevention
• Objective—total cust sat• Measure---COQ
reqmts+implied needs• Systems/processeslik t 16949Measure---COQ
• Standard—right first time• Scope ownership commit
like ts 16949 • People
• Scope-ownership,commit• Theme----CI
Ability trg education
mgt commitment, trg, teamwork,leadership,moti
• Ability---trg,education• Communication—co-
op team work
vatin,empowerment• Improvement tools
op,team work• Reward—
recognition priderecognition,pride336
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Fo r CsFour Cs
• Commitment---decisive personal and organisational choice to follow on anorganisational choice to follow on an agreed-upon plan of action
• Competence—skills, education, judgement, problem solving ability,judgement, problem solving ability, responsible attitudeC i ti t l• Communication—mutual understanding.clear goal conveyingg g y g
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HRD and Mgt for TQMHRD and Mgt for TQM• HRM seeks to build and maintain an environment for
quality excellence to better enable the workforce toquality excellence to better enable the workforce to achieve the cos quality and operational perf objectives
• All mgrs (being responsible for quality) need to coachAll mgrs (being responsible for quality) need to coach, mentor, train,motivate,recognise their employees if quality culture has to be built Even if a HR dep is therequality culture has to be built. Even if a HR dep is there all managers must embrace the new HRM practices
• Excellent cos have revolutionized all their HR policies• Excellent cos have revolutionized all their HR policies and procedures
• New paradigm of HR SEE THE NEXT SLIDE• New paradigm of HR----SEE THE NEXT SLIDE
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204PEMP EMM502
--204
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Designing high perf ork teamsDesigning high perf work teams• Work design• Employee involvement• Employee involvement• Suggestion systems• Empowerment• Training and EducationTraining and Education• Team work and co-operation
D l i f l t• Developing successful teams– Overcoming resistance to change– Compensation and recognition
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ContdContd
• Health, safety and employee support servicesservices
• Recruitment and career developmentp• Labour relation issues
M ti ti• Motivation• Performance appraisalPerformance appraisal• Measuring employee satisfaction and
HRM ff tiHRM effectiveness
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PEMP EMM502Kaizen—Continuous Improvement
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What to impro eWhat to improve
• We have to reduce waste .• 7 types of waste in industry
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W t MUDAWaste---MUDA
• Definition.Any activity that consumes resources yet addsAny activity that consumes resources yet adds no value.
S t i f tSeven categories of waste:Over production,waiting,transportation.p g pOver processing,inventories,movement,makingdefective productsdefective products.(Idle time, idle cash, too much paper work,
b kd )breakdown)
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Simple General TQM Modelp Q
• See hand out materialSee hand out material
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XEROX CASE STUDYXEROX CASE STUDY
• See Hand out—Ron basu book
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S mmar and Concl sionSummary and Conclusion
• The following concepts have been i t d dintroduced– The thinking of the various Gurus and theThe thinking of the various Gurus and the
impact on the Quality movementAwards of excellence in quality and the– Awards of excellence in quality and the criteria for awarding have been understood
– Basic concepts in creation of a generic TQM ModelModel
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Basic Statistics
Session Speaker
Sandeep N
© M.S Ramaiah School of Advanced Studies - Bangalore 354
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Learning Objecti esLearning Objectives
• Describe the range of applications of t ti tistatistics
• Identify situations in which statistics canIdentify situations in which statistics can be misleading
• Define "Statistics"
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Statistics definedStatistics defined
• Include numerical facts and figures
Earth quake
Male Prisoners Elderly Population 356
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StatisticsStatistics
• Relay upon data• Relay upon how data are selected/chosen
and statistics are interpretedand statistics are interpreted • Sometime have problematic
interpretations Consider some examples• Consider some examples…
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Ice cream SalesIce-cream Sales
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Temples and crimeTemples and crime
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Statistics definedStatistics defined
• In total , statistics are not just facts and fifigures .
They are techniques and procedures for analyzing , interpreting , displaying , and making decisions based on datamaking decisions based on data.
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Q estionQuestion
You hear a commercial that 80% of children f t t t i ki d f dl fprefer to eat a certain kind of noodles for
breakfast . What do you conclude ?y1. This noodles is superior to all others. at
l t di t kidleast according to kids . 2 You need to know about where these2. You need to know about where these
data come from before making any conclusion
3 20% of children prefer other brand3. 20% of children prefer other brand 361
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Piece of ca tion abo t statsPiece of caution about stats
What should one take into consideration h l ti t ti ti l l iwhen evaluating statistical claims .
1. The source of the data 2. How the data is presented 3. The procedure used to generate the
claimsclaims
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Importance of StatisticsImportance of Statistics
C l t i f ti b t bj t• Complete information about any subject matter may not be always available y y
It b th i l t i t t• It may be the single most important subject matter one can study.
H l t t k d i i b d f t t• Helps to take decision based on facts not on opinions
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E amplesExamples
• A surprising study shows that eating egg whites can increase one’s lifespanwhites can increase one s lifespan
• There is a 80% chance that in a room full of 30 people that at least two people will share the same birthdayshare the same birthday
• Increase in Harder percentage above 50 % ill t ff t i t lif% will not any effect on resin pot life .
• There is less than 10% every tiger in theThere is less than 10% every tiger in the wild will live for more than 10 years
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Some statistics are not tr eSome statistics are not true
• But they are universal
• They seem to add credibility y y
• Helps to justify a opinion or finding with facts and figuresfacts and figures
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First step Q estion statisticsFirst step : Question statistics
“Th th ki d f li
Benjamin DisraeliFormer British Prime Minister
“There are three kinds of lies–lies , Damned lies and Statistics ”lies , Damned lies and Statistics
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Descripti e StatisticsDescriptive Statistics
• Uses for organizing , summarizing , and describing datadescribing data.
• Examples: Percentage, graph , tables frequencies.Mostly concerned with the population or• Mostly concerned with the population or complete data set.p
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E amplesExamples
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Inferential StatisticsInferential Statistics
• More concerned with the sample data rather populationrather population
• Used to draw inferences about the population as a whole based on samplepopulation as a whole based on sample statistics
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E ample 1Example 1
Pre poll opinion
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E ample 2Example 2 :
Cooking Rice
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Simple Random SamplingSimple Random Sampling
• This occurs when every member of the l ti h l h f b ipopulation has an equal chance of being
selected into the sample p• And this occurs when the selection of one
b i i d d t f th l timember is independent form the selection of another memberof another member
• Thus , it is selection by pure chance
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Simple Random SamplingSimple Random Sampling
• If we do not sample by pure chance , bl ltproblems can result
• Consider the following can result
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Sampling Problem E ampleSampling Problem : Example
Sample ? Population ? Problem ?Sa p e opu a o ob e374
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Simple Random samplingSimple Random sampling
• Sometimes difficult to obtain • Random samples are not necessarily
representative of the entire populationrepresentative of the entire population • But a large sample size with a random
sample will ensure a representative samplesample .
• And inferential statistics uses mathematical models to take sample size into account when generalizing from ainto account when generalizing from a sample to a population 375
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Q estionQuestion
Random sampling ensures that theiti f th l t h thcomposition of the sample matches the
composition of the population.p p p
1. True2 False2. False
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VariablesVariables
• Variables are properties or characteristic f t bj t th tof some event , object , or person that can
take on different values or amounts • Constants do not vary
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Identif VariablesIdentify Variables
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E amples of VariablesExamples of Variables
• Dogs of different breeds vary in
– Height– Height – Weight – Color
Length– Length – Body shape – Purpose
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Ho do these fish arHow do these fish vary
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Independent VariablesIndependent Variables
A variable the experimenter manipulates
Example : type of tablet , type of fuel, type of p yp , yp , yproad condition .,etc
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Dependent VariablesDependent Variables
The variable the experimenter measures
Example : Temperature after medication p pChange in mileage after fuel change
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Independent and Dependent p pvariables
• Identify Independent variable (IV) and D d t (DV) i i t t d iDependent (DV) is important and requires practice.p
• Comfort level expressed after a travel in th f ll i t f bthe following type of buses
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Q alitati e VariablesQualitative Variables• Qualitative variable express a quality
– GoodGood – Not so good – Satisfactory – Needs improvementNeeds improvement
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Q antitati eQuantitative
Quantitative variables are measured i llnumerically
• Length or diameter of a shaft • All measured data can be termed as
quantitative dataquantitative data
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Basics of data collectionBasics of data collection
• Data must be in numerical form• Data must be in numerical form
V b l d t t b d d i t b• Verbal data must be coded into numbers
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E ampleExample
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Basics of data collectionBasics of data collection
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Basics of data collectionBasics of data collection
Computer Experience
• What is the mean amount of computer pexperience ?
• Convert the verbal descriptions to numbersnumbers
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Basics of data collectionBasics of data collection
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E ampleExample
• To prove children that studying more leads t b tt dto better grades
• Develop a questionnaire to collect dataDevelop a questionnaire to collect data
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E ampleExample
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E ample contin edExample continued
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Distrib tionsDistributions
• Frequency table
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Graph of freq enc distrib tionGraph of frequency distribution
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Response time after medicationResponse time after medication
• In micro seconds
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Gro ped freq enc distrib tionsGrouped frequency distributions
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E lExample
The thickness of a particular metal part of an optical instrument was measured on121 successive items as they came off a production line under what was believed tobe normal conditions. The results are shown in Table
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Decide n mber of classesDecide number of classes • The largest item in the table is 3.57, and the
smallest is 3.21, so the range is 0.36, g
• The number of class intervals according to Sturges’ g gRule should be approximately
number of class intervals ≈ 1 + 3.3 log10 N≈ 1 + (3.3) (log10121) = 7.87
( here N = 121 )
Class width = Range / Number of classes = 0.36/ 7.87= 0.0457
= 0.05 399
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Class bo ndariesClass boundaries
• Let us chose the smallest data i.e. 3.195 d dd th l idth 05 th fi tand add the class width = .05, so the first
class is given by g y• 3.195+0.05 =3.245 ( upper boundary )
The first class is given by 3 195 to 3 2453.195 to 3.245 similarly ,remaining classes are obtainedNext count the number of data points which fall
under every class . u de e e y c ass400
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Classes and Bo ndarClasses and Boundary
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HistogramsHistograms
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Class width of 0.03 and 0.10 mm histograms
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Notations for s mmationsNotations for summations
Label grape 1’s weight XLabel grape 1 s weight X1Label grape 2’s weight X2
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Notations for s mmationsNotations for summations
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Notations for s mmationsNotations for summations
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E ercisesExercises
• A teacher wishes to know whether the l i hi /h l hmales in his/her class have more
conservative attitudes than the females. A questionnaire is distributed assessing
ttit d d th l d th f lattitudes and the males and the females are compared.are compared. Is this an example of descriptive or inferential statistics?
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E ercisesExercises
• A cognitive psychologist is interested in i t f ti ti licomparing two ways of presenting stimuli
on subsequent memory. Twelve subjects q y jare presented with each method and a memory test is givenmemory test is given. What would be the roles of descriptive andWhat would be the roles of descriptive and inferential statistics in the analysis of these d t ?data?
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E ercisesExercises1. Give an example of an independent and a
dependent variable. p
2 Categorize the following variables as being2. Categorize the following variables as being qualitative or quantitative
• Country you were born in • Favorite ColorFavorite Color• Time to respond to a question• AgeAge• Rating of the quality of a movie on a 7-point scale
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Graphing distrib tionGraphing distribution
• Bar charts are useful for portraying f i f lit ti i blfrequencies of qualitative variables.
• Effective for illustrating the frequencies of different categories
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E ample c rrent stateExample: current state
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E ample Share priceExample : Share price
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Example : Showing change over p g gtime
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Line graphsLine graphs
• Correct only when both the x – and Y axes tit tiare quantitative
• Better than bar graphs comparing changeBetter than bar graphs comparing change over time
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Line graphsLine graphs
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PEMP EMM502
Scatter Diagram• This is a diagram, used to
t d d id tif thstudy and identify the possible relationship b i blbetween two variables.
• Also, it can used to establishestablish – Existence of Correlation
T f C l ti– Type of Correlation– Strength of the relation
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PEMP EMM502Scatter diagram interpretation guide
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Correlation and RegressionCorrelation and Regression
• Is there a relationship between speed at which a car travels and rate at which it consumes fuelcar travels and rate at which it consumes fuel
Car Speed and Fuel ConsumptionConsumption
Speed 20 25 30 35 40 45 50 55 60
Cons.. 22 21 20 23 19 18 16 14 11
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PEMP EMM502
Plotting the dataPlotting the data
25s
20
25
Mill
lite
rs
10
15
tion
in M
5
10
onsu
mpt
00 10 20 30 40 50 60 70
Co
Speed in Km/hr
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PEMP EMM502
Linear Correlation co efficientLinear Correlation co-efficient
Where n is the number of data points
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Speed Conx y xy x2 y2x y xy x2 y2
20 22 440 400 48425 21 525 625 441Computing 25 21 525 625 44130 20 600 900 400
Computing
Linear Correlation co-efficient 35 23 805 1225 529
40 19 760 1600 361
co-efficient
r = - 0 906 45 18 810 2025 32450 16 800 2500 256
r = - 0. 906
55 14 770 3025 19660 11 660 3600 121
Totals 360 164 6170 15,900 3112
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PEMP EMM502
Interpretation of r If th t d i h l t th +1• If the computed r is has a value greater than +1 or less than -1 then error must be present in the
t ticomputations. • Strong positive correlation is indicted by r near to g p y
+ 1• Strong negative correlation is indicted by r near• Strong negative correlation is indicted by r near
to – 1If i t 0 i di t l i ifi t• If r is near to 0 indicates less or no significant correlation
• In general, correlation greater than 0.8 is generally described as strong, whereas a g y g,correlation less than 0.5 is generally described as weak.
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PEMP EMM502
E ercisesExercises
What type of Correlation you think the f ll i it ti hfollowing situation may have
• People’s ages and blood pressuresPeople s ages and blood pressures.• The amount of rainfall and vegetation
growth The weight of cars and fuel consumption• The weight of cars and fuel consumption
• The diameter and circumferences ofThe diameter and circumferences of circles
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E erciseExercise
In each of the following , a sample of paired data products a linear
x 1 3 3 4 5
g , p p pcorrelation r. What do you conclude in each case ?
x 1 3 3 4 5
y 3 3 4 5 6
x 1 3 3 4 5 5
y 5 3 2 2 0 1
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PEMP EMM502
Correlation GameCorrelation Game
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PEMP EMM502
RegressionRegression
Regression helps derive a relation between two sets of databetween two sets of data.Understanding equation for straight line g q g
y = mx + b
m= slope of the linem slope of the line
b = y intercept
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PEMP EMM502
Finding slope (m) & Intercept (b) g p ( ) p ( )for given line
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PEMP EMM502
Finding equation between data points
y = mx + b
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PEMP EMM502
The Method of Least Sq aresThe Method of Least Squares
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PEMP EMM502
Y= a+ b x
Table shows the respective heights x and y of a sample of 12 fathers and their oldest sons. Find the least-squares regression line of y on x.
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PEMP EMM502
Regression game
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E amplesExamples
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Central TendencCentral Tendency
• Imagine that your are given a test in the l d i 3/5class and your score is 3/5..
• How do you feel about the score ?• You may calculate the percentage
3/5 accounts to 60 % … so happy • Ask your friends• Ask your friends
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Central tendenc meas resCentral tendency measures
L tiLocation• Mean MedianMean Median Spread • Variance Sigma
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Arithmetic MeanArithmetic Mean
Mean: It is the arithmetic average.
Consider a list x1, x2 , . . . . , xn of n data values. Then
∑ xiMean =N
Mean is calculated for sample and / or population. N
P l ti M & S l MPopulation Mean & Sample Mean
μ x
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Arithmetic MeanArithmetic Mean
∑ xiM iMean =N
Where N is number of data points
Find the sample mean of 10,20,30 and 40
Here N = 4
10 + 20 + 30 + 40 = 100 / 4 = 25 Examples
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MedianMedian
Median:Median:Is the middle value denoted by when the x~ydata is arranged in ascending.
x
12, 13, 21, 27, and 31.
Then, Median, = 21x~
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Example :Example :
12, 13, 21 , 27, 31, 55
( 21 +27 ) 242
Median = = 24
Problems : 25,36,52,85,96,100,56,59,960
= 59x~ 59x438
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Variability or Spread Consider the following data
S tSets
Group A: 2, 3, 4, 8Group B: 1, 2, 4, 10Group C: 0 1 5 11Group C: 0, 1, 5, 11
Find Mean= 4.25439
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RRange O i l f i bili i hOne simple measure of variability is thesample range, the difference between thesample range, the difference between thesmallest item and the largest item in each
lsample.
Find the range for previous example
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Total Deviation from Mean is always zero
Find the Mean Deviation for followingDeviation From
10,20,30,40 Mean
10 25 15Number of data points = 4
10 - 25 -15
20 - 25 -05Sum of the data =10+20+30+40 = 100
30 - 25 +05Mean = 100/ 4 =25
40 -25 +15Deviation from Mean = 25
Total Deviation 0
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The solution for this situation is to squareThe solution for this situation is to square deviation and then find the mean
deviation
DeviationFrom Mean Deviation SquareFrom Mean Deviation
10 - 25 -15
Square
(-15)2
20 - 25 -05 (-05)2
30 - 25 +05
40 -25 +15
(+05)2
(+15)240 -25 +15
Total Deviation 0
(+15)
500442
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So the Mean Deviation is given gby
T t l D i tiNumber of Data Points
Total DeviationMean Deviation =
500(Mean Deviation)2
=4
= 125
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Variance
Where ,µ is the population mean , σ2 is the
I d i i h f h f h
population variance and N is number of data points
In words it is the mean of the squares of the deviations of each measurement from the mean of h l ithe population.
* Variance has units of quantity squared like m2 or s2 Variance has units of quantity squared like m or s444
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Standard De iationStandard Deviation
• It is just the square root of VarianceIt is just the square root of Variance
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E ampleExample
• Find the Variance and Standard Deviation f th l ti b lfor the population below
• 10, 20, 30, 40Solution
No of data points = 4– No. of data points = 4 – Sum of Data Points = 10+20+30+40 = 100– Mean of the Population = 100/4 = 25.
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Estimate of Variance and Standard deviation
T t l D i tiTotal DeviationMean Deviation =
No . of Data Points
500(M D i ti )2
(Mean Deviation) =4
= 125 units2
Variance ( )
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Standard Deviation of Population
Standard Deviation = Sqrt of VarianceStandard Deviation = Sqrt of Variance.
= Sqrt ( 125 )
= 11 18 units= 11.18 units
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E ercisesExercises
• Find variance and standard deviation and i t tinterpret
Group A: 2, 3, 4, 8
Group B: 1, 2, 4, 10
Group C: 0, 1, 5, 11
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Estimate of Sample Variance and pStandard Deviation
V iVariance =
Standard Deviation = S =
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E ercisesExercises
Find sample standard deviation form the f ll i l ti l t t 5 dfollowing population , select ant 5 random numbers.
10, 20 , 30 , 40 , 50, 60, 70, 80, 90 and 100100
22, 22, 22, 22, 22, 22, and 22 451
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Central Limit TheoremCentral Limit Theorem
• As the sample size increases the sampling di t ib ti f th ldistribution of the sample mean approaches the normal distribution with ppmean μ and variance σ2/n
• Animation to Demonstrate• Animation to Demonstrate
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Animation Game CLTAnimation Game : CLT
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Q estionQuestion
• How many ways can we have 1st , and 2nd
l fi i h if 4 thl t iplace finish , if 4 athletes are running a marathon .
• Construct a tree diagram and find out ……
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Basic counting principle g p p
Let E1 E2 E3 E be aLet E1 , E2 , E3 , ………….Ek be a sequence of events. If first event E1 can occur in m1 different ways , E2 can occur in m2 different ways and so on up toin m2 different ways and so on up to ……
mk ways .
Then the total number of ways that all kThen the total number of ways that all k events occur is given by g ym1*m2*m3*m4*………………*mk ways 455
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Perm tationsPermutations
• A permutations of n elements is an d i f l t h th tordering of n elements such that one
element is first , one is second one is ,third,.etc
OOr • Used to find out how many different ways• Used to find out how many different ways
events can occur, given that the order of the matters
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ProblemsProblems
1 List all permutations of the letters in1. List all permutations of the letters in the word CAT
1 Twenty students are running elections1. Twenty students are running elections how many ways ways you can those y y y yPresident, Vice President and Secretary ?Secretary ?
2. 7 digit phone number in a city all have g p y661 as the first three digit . How many different phone number are possible?
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CombinationsCombinations
Here the order doesn’t matter :
How many ways can we get first andHow many ways can we get first and second place if we have three runners running a race …
How many ways can we pick twoHow many ways can we pick two employees out of the best three for a t i itraining ..
***** combinations are usually is less than the permutations
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Form laFormula
• The number of combination of ‘n’elements t k ‘ ’ t ti itaken ‘r’ at time is
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E ercisesExercises
• On an election ballot you select three ffi i l f f i did tofficials from a group of six candidates .
How many ways can you do this y y y
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E ercisesExercises1 T i h l i k 61. To win the lottery you must pick 6
number from 49 ball numbered 1 to 49number from 49 ball numbered 1 to 49 . The order you pick number does not
tt H l timatter . How many selections are possible?p
2. How many ways can manufacturer h t h f 20chooses two warehouses from 20
choices ..3. A manufacturer has 8 motors and 5
switches. In how many ways can you select 2 motors and 2 switches to build
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Probabilit ConceptsProbability Concepts
• What is probability of u getting president of Indian in the next one minute?Indian in the next one minute?
• What is the probability of you being alive p y y gafter one minute ?
• Probability of an event lies between 1 and• Probability of an event lies between 1 and zero
• Sum total of all probable expected events equals to unity, example tossing as coin,equals to unity, example tossing as coin, growing dice , etc .
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Random VariablesRandom Variables
• Discreet Random Variable – Tossing a coin– Tossing a coin , – Rolling a dice
• Continues Random VariableH i ht f l– Height of people
– Weight of people g p p– Rainfall in mm
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Probabilit distrib tionsProbability distributions
• Consider that you are rolling two fair dices d t t t dd th b f t diand start to add the number of two dices,
find the probability of each event (like 2, 3 p y ( ,,4 ..etc., ) .Hi t th t t l l i 36• Hint the total sample space is 36..
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Finding probabilitiesFinding probabilities
P b bilit f t O t f 36 ibilit /36Probability of a event Out of 36 possibilites /36P(2) 1 0.027778P(3) 2 0.055556P(4) 3 0 083333P(4) 3 0.083333P(5) 4 0.111111P(6) 5 0.138889P(7) 6 0 166667P(7) 6 0.166667P(8) 5 0.138889P(9) 4 0.111111
P(10) 3 0.083333( )P(11) 2 0.055556P(12) 1 0.027778
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Discrete probabilit distrib tionDiscrete probability distribution
Discrete ProbablityDiscrete Probablity
P(7)0.2
P(5)P(6)
P(7)P(8)
P(9)0.15
bilit
y
P(2)P(3)
P(4) P(10)
P(11)P(12)0.05
0.1
Prob
ab
P(2) P(12)
0
I di id l E tIndividual Event
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Normal Distrib tion of heightNormal Distribution of height
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Eq ationEquation
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Example 1p
The masses of packages from a particularhi ll di t ib t d ithmachine are normally distributed with a
mean of 200 g and a standard deviation ofg2 g. Find the probability that a randomlyselected package from the machineselected package from the machineweighs:
Less than 197 gMore than 200.5 gBetween 198 5 g and 199 5 gBetween 198.5 g and 199.5 g
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S mmar ISummary I
• Basic concepts about statistics and b bilit di dprobability discussed
• Different methods of representing dataDifferent methods of representing data are discussed
• Probability , probability distributions are discusseddiscussed
• Stat games and Exercises are performed g pfor better understanding of statistics .
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Session IISession II
Objectives U d t d th l f t t• Understand the role of measurement systems analysis
• To understand Taguchi Loss Function • To compute loss due to deviation from target• To compute loss due to deviation from target • Concept of Robust Design • Case Study on Taguchi Parameter Design • Exposure to hypothesis testing• Exposure to hypothesis testing
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Gage VariationGage Variation
• Variation introduced into productt b th tmeasurements by the measurement
process itself.p
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Reprod cibilitReproducibility
• The variation due to different operators t ki ttaking measurements.
OrOr • The ability of different operators to
produce the same measurement results on the same part using the same gageon the same part using the same gage
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RepeatabilitRepeatability
• The variation due to the gage itself.or
• an operator’s ability to repeat• an operator s ability to repeat measurements on the same part using the same gage
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Meas rement ariationMeasurement variation
Measurement variation or gage capability is the combination of reproducibility and repeatabilitycombination of reproducibility and repeatability.
• Total variation : measurement variation + product variationproduct variation.
• Measurement variation :reproducibility + repeatability.p y
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Gage Variation st dGage Variation study
• A study to determine the amount of i ti i t d d i t d tvariation introduced into product
measurements by the measurement yprocess itself.
• This analysis is used to calculate the• This analysis is used to calculate the percent of engineering specification consumed by measurement variability.
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Wh to st d gagesWhy to study gages
1. To evaluate the amount of variation due t th tto the measurement process.
2 To identify whether measurement2. To identify whether measurement variation is a significant problem so
ti b t kaction can be taken.3 Reduce total variation and improve Cpk3. Reduce total variation and improve Cpk
by improving the measurement process..
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When to startWhen to start
1. A key characteristic or process is not blcapable.
2 The suitability of a gage for use in control2. The suitability of a gage for use in control charting a process must be determined
3. Preparations are being made to conduct a designed experimenta designed experiment.
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Seven basic types of measurement ypvariation
• Bias — The difference between the f t f t daverage of a set of repeated
measurements with a single device, and g ,the accepted true value of what is being measuredmeasured
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Reprod cibilitReproducibility
• A value describing the component of i ti d tvariation due to
• measurements made by differentmeasurements made by different appraisers, using the same gage
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Gage capabilitGage capability
• The combined variation of reproducibility d t bilit Thi i ti t f thand repeatability This is an estimate of the
total variation present in the measurementpprocess.
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StabilitStability
• The difference in the average of at least t t f t bt i d ithtwo sets of measurements obtained with a gage, over timeg g ,
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Acc rac and Resol tionAccuracy and Resolution
• Accuracy — The degree of agreement of t ith th t d tmeasurements with the accepted true
value of what is being measured. This is gtypically determined by calibration in lab.R l ti Th bilit f• Resolution — The ability of a measurement device to differentiatemeasurement device to differentiate between values of a measurable h t i ticharacteristic
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Ho to Cond ctHow to Conduct
Step 1: Choose parts to be testedS t id fi t t t d l tSet aside five to ten parts and select a single characteristic on each part. Obtaing pthe engineering specifications and tolerances for the selected characteristictolerances for the selected characteristic.
Step 2: Select gage• Choose a gage to measure the part
characteristic It should be the gage usedcharacteristic. It should be the gage used during production on the factory floor.
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Ho to Cond ctHow to Conduct• Step 3: Select people to take measurements• Step 4: Obtain measurements :• Step 4: Obtain measurements : • Step 5: Determine reproducibility, repeatability,
d bilitand gage capability• Step 6: Determine percentage of tolerance p p g
consumed (PTC)
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E ampleExample
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Percentage of tolerance gconsumed
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Gage R & R Res ltsGage R & R Results
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InterpretationInterpretation
Reproducibility > Repeatability
1 Different operators are using different1. Different operators are using different measurement methods.
2. Scale markings on the gage are not legible to the degree requiredlegible to the degree required.
3. Training on proper use of the gage may3. Training on proper use of the gage may be required.
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InterpretationInterpretation
Repeatability > Reproducibility
1 Gage maintenance (refurbishment) is1. Gage maintenance (refurbishment) is necessary.
2. The gage is inconsistent or degrades with use or timewith use or time.
3. Setup or fixtures need improvement.3. Setup or fixtures need improvement.
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HintsHints :
• It is recommended that the gages use nomore than 10% of the engineering tolerancetolerance.
• Acceptable Measurement variation that consumes values approaching 30% of the engineering tolerance should beengineering tolerance should be considered only marginally acceptable.
• Above 30% PTC : Not acceptable
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H pothesis TestingHypothesis Testing
• Hypothesis: A theory/postulate/statement d b t A h th i imade about a process. A hypothesis is an
assumption made about a population p p pparameter
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Basic ConceptsBasic Concepts
• Null and Alternative hypothesis.• Type I and Type II error.• Parameter• Parameter• One tail and two tail test.• Level of significance and power.• Critical Values
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N ll and Alternati e h pothesisNull and Alternative hypothesis
• Null hypothesis denotes a sign H0, which always deals positive attitudesalways deals positive attitudes.
• Alternative hypothesis denotes a sign H1, which always deals negative attitudeswhich always deals negative attitudes.
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T pe I and T pe II ErrorsType I and Type II Errors
Type I Error: Rejecting the null hypothesis when it is in fact true.
Type II Error: Not rejecting the null hypothesis when it is in fact false.
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ParameterParameter
• Statistical parameter are
1. Mean and2. Standard deviation
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Normal Distrib tionNormal Distribution
α/2
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Significance Level
Th b bilit f ki T I th t iThe probability of making a Type I error, that is, of rejecting a true null hypothesis, is called the j g yp ,significance level, α, of a hypothesis test.1% 5% etc1%, 5% etc.
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Two tail test
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One tail testOne tail test
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One tail test
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Critical Val esCritical Values
Critical values are the values of the testCritical values are the values of the test statistic that separate the rejection and non rejection regions.
Critical values are the table value.
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Fi e steps of h pothesis testFive steps of hypothesis test
1. Stating of hypothesis(H0 and H1).2. Formula and explanation.3 Calculation of test value3. Calculation of test value.4. Comparison between test value and p
table value5. Selection and conclusion.
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An introduction to taguchiAn introduction to taguchi techniques for qualitytechniques for quality
improvement p
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Perception of q alit• The traditional model for quality losses
Perception of quality The traditional model for quality losses– No losses within the specification limits!
Scrap Cost
LSL USL
Cost
• The Taguchi loss function
LSL USLTarget
The Taguchi loss function – the quality loss is zero only if we are on target
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Loss f nctionLoss function
Loss function : Is a function that can• Loss function : Is a function that can relate cost, target and variation. g
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E ampleExample
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Loss f nctionLoss function
The concept underlying the approach can beThe concept underlying the approach can be summed up in two statements:
(1) Quality should be measured by the deviation from a specified target value, rather p g ,than by conformance to preset tolerance limitslimits.
(2) Quality cannot be ensured through inspection and rework, but must be built in through the appropriate design of the
© M.S Ramaiah School of Advanced Studies - Bangalore
g pp p gprocess and product. 508
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Understanding loss f nctionUnderstanding loss function
Taguchi divide disturbances into three categories
External disturbances: variations in the environment where th d t i dthe product is used
Internal disturbances: wear and tear inside a specific unit
Disturbances in the production process: deviation from targetDisturbances in the production process: deviation from target values
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Problems
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Other loss f nctionsOther loss functions
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R b t D iRobust Design
• A three step method for achieving robust design (Taguchi)(Taguchi)
1.Concept design2.Parameter design2.Parameter design3.Tolerance design
• The focus of Taguchi is on Parameter designg g
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Th T hi PThe Taguchi Process
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Case st dCase study
In this study, the Taguchi method is used y, gto find the optimal cutting parameters for surface roughness in turningsurface roughness in turning.
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Control factorsControl factors Three cutting parameters 1 feed rate1. feed rate2. depth of cutp3. insert radius must be
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Initial settingsInitial settings
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E perimental la o tExperimental layout
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Res lts Optimal le elsResults :Optimal levels
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Anal sis of S/NAnalysis of S/N
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Res lts from S/N ratio Anal sisResults from S/N ratio Analysis
• Optimal level which yielded minimum hroughness
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Anal sis of Variance ANOVA)Analysis of Variance ANOVA)
• Separating the sources of variation • Find the total variation • Find out individual variation• Find out individual variation • Take the ratio of individual to total
variation and multiply by 100 to get percentage contributionpercentage contribution
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Total VariationTotal Variation
where m is the number of experiments in the orthogonal array, e.g., m = 9 and gi is the mean S/N ratio for the ith experiment
where p represent one of the experiment parameters j the level number of thiswhere p represent one of the experiment parameters, j the level number of this parameter p, t the repetition of each level of the parameter p, sgj the sum of the S/N ratio involving this parameter p and level j.
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ANOVA TableANOVA Table
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Confirmation testsConfirmation tests
© M.S Ramaiah School of Advanced Studies - Bangalore 525PEMP EMM502
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S mmar IISummary II
• Taguchi loss function is described • Parameter design procedure discussed • Exposure to hypothesis testing• Exposure to hypothesis testing • Measurement systems analysis is y y
explained
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PEMP EMM502
Session 7Session 7
Guest Lecture
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PEMP EMM502
Session 8Session 8
VariationSPC
Six SigmaSix Sigma
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PEMP EMM502
5 1 S i Obj ti5.1 Session Objectives5.1 Session Objectives– At the end of this session the student would haveAt the end of this session the student would have
understood• The concept of variation and its analysis as an p y
aid to continuous improvement, SPC and process A h t i iApproach to six sigma
• Implementation of Six Sigma programmes• Real life situations of application of six sigma by• Real life situations of application of six sigma by
review of Case studies in six sigma
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PEMP EMM502
Session TopicsSession Topics
• Chance and Special causes• Measures of variation• Control charts• Control charts• Methodology of Six sigmagy g• Tools of six sigma
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PEMP EMM502
Understanding VariationgAn Introduction
Action onAction onproductprocess
I f
Info onproduct
Info onprocess
Process ProductProcess Product
PreventionSystem QC
DetectionSystem--INSPN
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Understanding VariationUnderstanding Variation
• Nothing in the world is identical Each Person Total effect in Nothing in the world is identical to the other
• What variations do we accept?
% perfect a chain of 10 persons
99% %• Chain effect of variations can be bad and disastrous, consider performance of each
99% 90.4%75% 5.6%consider performance of each
department compounded 10 times. That is if you are x% perfect and pass on your
Distinction5.6%
60% First Cl
0.6%perfect and pass on your product to nex man, then he to next man, like that 10 times, the final result is 90% only even if
Class50% II Class 0.09%
final result is 90% only even if each person is 99% perfect 35% Just Pass 0.003%
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In swipe time of an employee
8:52 Unstable P
8:24
8:38 Process
8:09
7:40
7:55
Tim
e
Trainee
7 12
7:26
6:57
7:12
6:431 3 5 7 9 11 13 15 17 19 21 23 25 27 29 31 33 35 37 39
Week No.533
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In swipe time of an employee
Well Managed
Unstable P
8:38
8:52Managed Process
Improved, W ll
Process
8:09
8:24Well
Managed Process
7:55
8:09
Tim
e
Process
7:26
7:40T
6:57
7:12 A responsible employee
6:43
6:57
1 3 5 7 9 11 13 15 17 19 21 23 25 27 29 31 33 35 37 39
Week No. 534
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In swipe time of an employee
8:52 Well Managed
Unstable P
8:24
8:38Managed Process
Process
8:09
7:40
7:55
Tim
e
7 12
7:26A committed
senior employee
6:57
7:12
Improved, Well
6:431 3 5 7 9 11 13 15 17 19 21 23 25 27 29 31 33 35 37 39
Managed Process
Week No.535
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8:38
8:52
Process Characteristics
8:24No. of errors(l th b tt )
7:55
8:09Output
(lower the better)
Input
7:40Process
7:12
7:26
6:57
6:431 3 5 7 9 11 13 15 17 19 21 23 25 27 29 31 33 35 37 39
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No. of errors(l h b )
Input
(lower the better)
Process
Unstable process Well managed process
Improved and well managed process
•Instability•Type A•% Defects
•Variability•Type B•1000 - 5000 ppm
•Off the target •Type C•0 – 100 ppm•% Defects
•Low hanging fruits
•Sporadic•Assignable cause
•1000 5000 ppm•Medium hangingfruits
•Chronic•Random cause
•High hanging fruits
•Redefining problemN i bl
ss g able cause a do cause•Non assignable random cause 537
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Why control ?
Why Consistency ?
“Consistency and Uniformity are the foundations of economy prosperity and peace”economy, prosperity and peace
- Dr. Edward Deming
“D i d thi i t tl i ll d ll ”“Doing mundane things consistently is called excellence”- Unknown
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We have…..Various tools to control various processes !!processes !!
At the end of the session, you will be able to…
•Select an appropriate control chart for a given process
•Plot the control chart
•List the guidelines on taking actions when process is out of control
•Improve the process over a period of ti b d i i titime by reducing variation
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PEMP EMM502
SQCSQC
• Statistical Quality Control is the application of Statistical techniques to accept or rejectStatistical techniques to accept or reject products already produced or to control the
f f t hil th d t iprocess of manufacture while the product is being made
• The latter is called Process Control and the former as Acceptance Samplingformer as Acceptance Sampling
• SQC is based on Probability theory and i l t d th C t l Ch timplemented thru Control Charts
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PEMP EMM502
V i bilitVariability
• Nothing happens exactly the same again and againagain.
• Thus there is a continuous variation in output which has two basic causes:two basic causes:Common causes(Chance) Special causes(Assignable)Special causes(Assignable)
The variation in the quality of the product in any manufacturing process is broadlyThe variation in the quality of the product in any manufacturing process is broadlyThe variation in the quality of the product in any manufacturing process is broadly The variation in the quality of the product in any manufacturing process is broadly classified into two;classified into two;Chance Causes; Causes which are inherent in manufacturing process by virtue of Chance Causes; Causes which are inherent in manufacturing process by virtue of operational and constructional features of equipments involved in the processoperational and constructional features of equipments involved in the processoperational and constructional features of equipments involved in the process.operational and constructional features of equipments involved in the process.These causes are very difficult to trace out. Magnitude can be reduced.These causes are very difficult to trace out. Magnitude can be reduced.Chance Causes result in only a minute amount of variation in the process. The process Chance Causes result in only a minute amount of variation in the process. The process will be stable and predictable The degree of variability is consistent over a period ofwill be stable and predictable The degree of variability is consistent over a period ofwill be stable and predictable. The degree of variability is consistent over a period of will be stable and predictable. The degree of variability is consistent over a period of timetime 541
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PEMP EMM502
ContdContd
• Assignable Causes; Causes which create an extraordinary variation in product qualityextraordinary variation in product quality.
• Assignable causes can be traced to a specific source.
• Ex: Lack of skill in operation wrongEx: Lack of skill in operation, wrong maintenance practices, raw material defect etc…V i ti d t th b t ll d• Variation due to these causes can be controlled
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PEMP EMM502
ContdContd
• A process which is running only under common cause variability is said to be under statisticalcause variability is said to be under statistical control (NORMAL DISTRIBUTION).Here when i b i l tt d N l B llsize vs number is plotted ,a Normal or Bell
shaped curve will result• Where special causes are present the process
is said to be out of control(Skewed Distribution)is said to be out of control(Skewed Distribution)
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PEMP EMM502
Q alit at So rceQuality at Source• Inspection is a Post Mortem.• If the worker is made to Inspect while the• If the worker is made to Inspect while the
product is being made and held responsible for Quality this can be termed as In processQuality this can be termed as In-process Inspection and we are trying to achieve Quality at Sourceat Source
• So Worker is responsible for his Quality,Simple h t d SQC t h i d fcharts and SQC techniques are used for
monitoring,Worker can stop prodn to stop d i d f ti tproducing defective parts
• A culture of Quality Circles is built to enable ysolving quality related issues 544
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PEMP EMM502
Standard DeviationStandard DeviationMMean
Deviation
MSE=(av-indi result)*2
N-1Std deviation=sigma= √ mseStd deviation=sigma= √ mse
Mean squared error
No of casesNo of casessize
• Deviation is the distance from the mean• Deviation score=observation-mean• Variance is mean of square of deviation score.σ2 is
symbol of variance• Standard deviation or sigma is the square root of variance
IS THE MOST WIDELY USED SYMBOL FOR VARIANCEWhole struggle is to reduce Process tolerancetolerance
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PEMP EMM502
Normal distrib tionNormal distribution
• Properties of this Normal distribution form th b i f SPCthe basis for SPC.
NoOf
cases
3σ size
Std deviation σ,(sigma)68.26% = +/-1σ99 73%= +/- 3σ99.73%= +/- 3σ
Area under Bell shaped curve=100%
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PEMP EMM502
Standard Deviation… ContdIf we superimpose the customer derived spec limits on top of two distributions with
different std deviations WE CONCLUDE THAT VARIATION IS THE MAIN PROBLEM.REDUCE IT!!!
• It’s relation to specificationsProcess 1Process 1
Standard Deviation 0.5
rejections rejections
Process 1
rejections j
Tolerance given by Specification
Standard Deviation 0.05
Lower the Std Deviation of process –it is better547
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PEMP EMM502
The Normal Distrib tionThe Normal Distribution1st distribution
2nd distributionLTL HTL
3rd distribution
Defects
Mean is same in all casesWhich process is better?Which process is better?
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Random causecause
-3 +3
Assignable Assignable Assignable cause
Assignable cause
This is the basis of control chart549
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PEMP EMM502
Variation—Self studyy-Next 8 slides
• So a process improvement plan will normally involve• Removing the special causes• Progressively reducing the effects of Common causes
• It is very imp to correctly identify which is a special cause and which is a common cause
• If faults of the system(common) are treated asIf faults of the system(common) are treated as special causes and continual tampering with the process is done ,it will result in increasedprocess is done ,it will result in increased variability
• Special causes will not be really identified and• Special causes will not be really identified and so ,never removed and so the process will never achieve stability and consistencyachieve stability and consistency
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PEMP EMM502
Analysing Variationy g
• To analyse the variation in any set of data one must examinemust examine– The shape of the distribution curve
The location or centre– The location or centre– The spread about the centre
Pl tti th f i i t l lt i• Plotting the frequencies against values results in a distribution curve
• If the curve is bell shaped and symmetric it is known as normal distribution and is most frequent in industrial processes
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PEMP EMM502
ContdContd
• This is very useful since the known ti f th l di tb th tproperties of the normal distbn mean that
predictions can be made about process p pperformance from the value of its standard deviationstandard deviation
• The standard deviation is a measure ofThe standard deviation is a measure of spread or scatter about the mean
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PEMP EMM502
Normal Distribution—Analysing i ti Mvariation Mean=µ
• 68.26% of all datawill be within +/- 1sig
• 99 74% within +/ 3 sig• 99.74% within +/-3 sig• Above can be pre dicted
if process is stable anddistbn curve is normal
• ONLY 2600 PARTSPER MILLION WILL BE
95%99.74%
PER MILLION WILL BEOUTSIDE +/- 3SD’S μμ=0=0 11σσ 22σσ 33σσ--
11σσ--22σσ--33σσ
LTL UTLLTL UTL553
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PEMP EMM502
Predicted Defect level as Process capability increases
sigma ppm defective2 308 5372 308,5373 66,807,4 6,2105 2336 3 46 3.4
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PEMP EMM502
Anal sing ariationAnalysing variation
• A much easier to calculate, but less meaningful measure of spread is the Range Rmeasure of spread is the Range R
• R=Largest value in data-Smallest value in data• The std deviation can be approximated from
Range using a simple formulaRange using a simple formula• Lastly, the distbn curves are a static picture or
h t f i bilit i tisnapshots of variability in time
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PEMP EMM502
Reduction in Variation (From control to continuous improvement)• Recap very imp
– Processes left to their own devices are likely to be out of control and unstable------ie unpredictable in theirof control and unstable------ie unpredictable in their behaviour influenced by special causes
– Removing these special causes puts the process in g p p pcontrol, makes it stable and predictable. This is the single biggest improvement that can be made without redesign of processredesign of process.
– Then the process will still be subject to the chance/common causes of variation inherent in it.
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PEMP EMM502
ContdContd----
• Further CI comes from reducing the ff t f theffects of the common causes
• Seven basic tools are used for this andSeven basic tools are used for this and these are known as SPC .Tools or 7 QC T lTools
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PEMP EMM502
Learning?Learning?
• SO BOTH MEAN AND VARIATION HAVE TO BE STABLETO BE STABLE.
• THIS IS THE KEY TO SPCTHIS IS THE KEY TO SPC
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PEMP EMM502
T pes of DataTypes of Data• Control charts can be used to monitor both
attribute and variable dataattribute and variable data• Attribute data describes the presence of some
feature characteristic or condition ie number offeature,characteristic or condition---ie number of scratches on a surface, number of errors in an invoice etc (discrete data)invoice etc.(discrete data)
• Variable data are recorded measurements of h t i ti i l th di t tsome characteristic –ie length, diameter, tempr,
time etc(Continuous data)
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PEMP EMM502
E amples of a fe chartsExamples of a few charts
• Mean and range charts—(X Bar—R Ch t )Charts)– These are the simplest of the variable control charts.p– The calculation for the positions of the control limit
lines are less complex than those involving the mean p gor std deviation
– The average and range of small samples of constantThe average and range of small samples of constant size are plotted as a pair of charts.
– The data gathering must take into account the size– The data gathering must take into account the size and the frequency of the sample
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PEMP EMM502
ContdContd---
• How to draw a chartGather data in sub groups of n observations each in– Gather data in sub-groups of n observations each , in time orderFor each subgroup find X BAR and R– For each subgroup find X BAR and R
– Plot the means and ranges on separate chartsCalculate the grand mean– Calculate the grand mean and plot this mean of subgroup means ,as the centerline of the mean chart
X
centerline of the mean chart• Calculate the mean of the subgroup ranges R bar and
plot as the centerline of the range chartplot as the centerline of the range chart
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ContdContd
• Calculate and plot the control limits for the mean chart UCL and LCLchart---UCL and LCL
• In the formula there will be a constant A2 which depends on value of n
• Calculate and plot the control limits for the rangeCalculate and plot the control limits for the range chart. Here there will be constants D3 and D4 based on values of nbased on values of n
• Interpret the results in terms of system stability
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PEMP EMM502
ControlControl• The purpose of control charts is to detect out of
control conditions which are commonlycontrol conditions, which are commonly thought to be occurring if data points fall outside the control limits and are also present ifoutside the control limits and are also present if certain patterns occur within the control limitsO i t b d t l li it• One point or more beyond control limits, seven consecutive points above or below the
i i i imean,seven consecutive points increasing or decreasing
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PEMP EMM502
X bar Chart e ampleX-bar Chart example
OBSERVATIONS (SLIP- RING DIAMETER, CM)SAMPLE k 1 2 3 4 5 x R
1 5.02 5.01 4.94 4.99 4.96 4.98 0.082 5 01 5 03 5 07 4 95 4 96 5 00 0 122 5.01 5.03 5.07 4.95 4.96 5.00 0.123 4.99 5.00 4.93 4.92 4.99 4.97 0.084 5.03 4.91 5.01 4.98 4.89 4.96 0.145 4.95 4.92 5.03 5.05 5.01 4.99 0.136 4.97 5.06 5.06 4.96 5.03 5.01 0.107 5 05 5 01 5 10 4 96 4 99 5 02 0 147 5.05 5.01 5.10 4.96 4.99 5.02 0.148 5.09 5.10 5.00 4.99 5.08 5.05 0.119 5.14 5.10 4.99 5.08 5.09 5.08 0.1510 5.01 4.98 5.08 5.07 4.99 5.03 0.10
50.09 1.15
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PEMP EMM502
X bar Chart e ample contdX-bar Chart example contd..
x = = = 5.01 cm= ∑xk
50.0910k 10
UCL = x + A2R = 5.01 + (0.58)(0.115) = 5.08
LCL A R 5 01 (0 58)(0 115) 4 94
=
=LCL = x - A2R = 5.01 - (0.58)(0.115) = 4.94=
Retrieve Factor Value A22565
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PEMP EMM502
X-bar Chart example contdX bar Chart example contd..
UCL = 5.08
5.10 –
5.08 –
5.06 –
Mea
n 5.04 –
5.02 –x = 5.01=
5.00 –
4 98 – LCL = 4.944.98 –
4.96 –
Sample number
|1
|2
|3
|4
|5
|6
|7
|8
|9
|10
4.94 –
4.92 –
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PEMP EMM502
R bar chart e ampleR-bar chart example
UCL =UCL = DD RR LCL =LCL = DD RRUCL = UCL = DD44RR LCL = LCL = DD33RR
RR = = ∑∑RRkkkk
wherewherewherewhereRR = range of each sample= range of each sampleRR range of each sample range of each samplekk = number of samples= number of samples
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PEMP EMM502
R bar chart e ample contdR-bar chart example contd..
OBSERVATIONS (SLIPOBSERVATIONS (SLIP--RING DIAMETER, CM)RING DIAMETER, CM)OBSERVATIONS (SLIPOBSERVATIONS (SLIP RING DIAMETER, CM)RING DIAMETER, CM)SAMPLE SAMPLE kk 11 22 33 44 55 xx RR
11 5.025.02 5.015.01 4.944.94 4.994.99 4.964.96 4.984.98 0.080.0822 5.015.01 5.035.03 5.075.07 4.954.95 4.964.96 5.005.00 0.120.1233 4.994.99 5.005.00 4.934.93 4.924.92 4.994.99 4.974.97 0.080.0844 5 035 03 4 914 91 5 015 01 4 984 98 4 894 89 4 964 96 0 140 1444 5.035.03 4.914.91 5.015.01 4.984.98 4.894.89 4.964.96 0.140.1455 4.954.95 4.924.92 5.035.03 5.055.05 5.015.01 4.994.99 0.130.1366 4.974.97 5.065.06 5.065.06 4.964.96 5.035.03 5.015.01 0.100.1077 5.055.05 5.015.01 5.105.10 4.964.96 4.994.99 5.025.02 0.140.1488 5.095.09 5.105.10 5.005.00 4.994.99 5.085.08 5.055.05 0.110.1199 5 145 14 5 105 10 4 994 99 5 085 08 5 095 09 5 085 08 0 150 1599 5.145.14 5.105.10 4.994.99 5.085.08 5.095.09 5.085.08 0.150.151010 5.015.01 4.984.98 5.085.08 5.075.07 4.994.99 5.035.03 0.100.10
50.0950.09 1.151.1550.0950.09 1.151.15568
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PEMP EMM502
R bar chart e ample contdR-bar chart example contd..
∑RkR = = = 0.115
1.1510
UCL = D4R = 2.11(0.115) = 0.243LCL = D R = 0(0 115) = 0k 10 LCL = D3R = 0(0.115) = 0
Retrieve Factor Values DRetrieve Factor Values D33 and Dand D4433 44
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PEMP EMM502
R bar chart e ample contdR-bar chart example contd..
0.28 –
UCL = 0.2430.24 –
0 20 –
nge
R = 0.115
0.20 –
0.16 –
Ra 0.12 –
0.08 –
LCL = 0| | | | | | | | | |
0.04 –
0 –
Sample number
|1
|2
|3
|4
|5
|6
|7
|8
|9
|10
0 –
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Variable chart one more eVariable chart—one more ex
• Construct a control chart for foll datachart for foll data
• Take A2=0.73 for sample i 4
sub gro
mm Cal Calculat
⎯Xsize=4 up R ed X1 20 22 25 24 5 22.752 18 23 20 26 8 21.753 24 25 22 20 5 22.754 23 21 26 24 5 23 5
UCL=22.85+.73*5.4=26.794 23 21 26 24 5 23.55 24 25 24 21 4 23.5
4055/)45585( =++++=R
LCL=18.91
85.225/)5.235.2375.2275.2175.22(/ =++++==∑ KXX40.55/)45585( =++++=R
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PEMP EMM502
Appendix: Value of constants Determining Control Limits for x-bar and R-
Charts
n A2 D3 D4
SAMPLE SIZE FACTOR FOR x-CHART FACTORS FOR R-CHART
2 1.88 0.00 3.272 1.88 0.00 3.273 1.02 0.00 2.574 0.73 0.00 2.285 0.58 0.00 2.116 0.48 0.00 2.007 0.42 0.08 1.928 0.37 0.14 1.869 0.44 0.18 1.82
10 0.11 0.22 1.7811 0.99 0.26 1.7412 0.77 0.28 1.7213 0.55 0.31 1.6914 0.44 0.33 1.6715 0 22 0 35 1 6515 0.22 0.35 1.6516 0.11 0.36 1.6417 0.00 0.38 1.62
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PEMP EMM502
Using x- bar and R-Charts Together
P d i bilit• Process average and process variability must be in control.
• It is possible for samples to have very narrow ranges but their averages isnarrow ranges, but their averages is beyond control limits.
• It is possible for sample averages to be in control, but ranges might be veryin control, but ranges might be very large.
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PEMP EMM502
Control Chart PatternsControl Chart Patterns
UCLUCL
UCLUCLUCLUCL
LCLLCL
Sample observationsSample observationsLCLLCL
ppconsistently below theconsistently below thecenter linecenter line
Sample observationsSample observationsconsistently above theconsistently above thecenter linecenter linecenter linecenter line
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PEMP EMM502
Control Chart PatternsControl Chart Patterns
UCLUCL
UCLUCL
LCLLCL
UCLUCL
Sample observationsSample observationsSample observationsSample observationsconsistently increasingconsistently increasing LCLLCL
Sample observationsSample observationsconsistently decreasingconsistently decreasing
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PEMP EMM502
P f i P tt T tPerforming a Pattern Test
SAMPLESAMPLE xx ABOVE/BELOWABOVE/BELOW UP/DOWNUP/DOWN ZONEZONE
11 4.984.98 BB —— BB22 5 005 00 BB UU CC22 5.005.00 BB UU CC33 4.954.95 BB DD AA44 4.964.96 BB DD AA44 4.964.96 BB DD AA55 4.994.99 BB UU CC66 5.015.01 —— UU CC77 5.025.02 AA UU CC88 5.055.05 AA UU BB99 5.085.08 AA UU AA
1010 5.035.03 AA DD BB
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PEMP EMM502
Attrib te data control chartsAttribute data control charts
• Defectives p charts• Defects c charts• P chart(proportion defective chart)
– Used when data recorded relates to theUsed when data recorded relates to the fraction or portion of defectives (rejects) in a sample to check the output for a level ofsample.to check the output for a level of defects
577PEMP EMM502
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PEMP EMM502
ContdContd
• C charts( number of defects charts)– Data are actual defects rather than defectives,
eg the no of errors on a sales form rather than gthe no of sales forms rejected..—no of scratches on a polished surface no ofscratches on a polished surface,no of accidents in a shop,no of defects in each assembly coming off the lineassembly coming off the line,
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PEMP EMM502
Attribute Control ChartsAttribute Control Charts-summary
Types of Attribute Control Charts:summary
Control Charts for Defectives: p-chart, np-chart.‘np’ chart is called No of defectives chartnp chart is called No of defectives chart‘p’ chart is called fraction defective chart
Control Charts for Defects: c-chart, u-chart.c chart is called No of defects chartu chart is called no of defects/unit chart
SEE HAND OUT FOR EXAMPLES FOR ATTRIBUTESEE HAND OUT FOR EXAMPLES FOR ATTRIBUTE CHARTS
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P bilitProcess capability
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PEMP EMM502
Process CapabilityDesign Design
SpecificationSpecificationss
(a) Natural variation (a) Natural variation exceeds design exceeds design specifications;specifications;
ss
specifications; specifications; process is not process is not capable of meeting capable of meeting specifications all the specifications all the ProcessProcess
Design Design SpecificationSpecification
ss
time.time. ProcessProcess
(b) Design (b) Design specifications and specifications and natural variation the natural variation the same; process issame; process issame; process is same; process is capable of meeting capable of meeting specifications most of specifications most of the time.the time. ProcessProcess
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PEMP EMM502
P C bilitProcess CapabilityDesign Design
SpecificationSpecificationss
(c) Design (c) Design specifications greater specifications greater than natural variation;than natural variation;
ss
than natural variation; than natural variation; process is capable of process is capable of always conforming to always conforming to specifications.specifications. ProcessProcessProcessProcess
Design Design SpecificationSpecification
ss(d) Specifications (d) Specifications greater than natural greater than natural variation, but process variation, but process off center; capable butoff center; capable butoff center; capable but off center; capable but some output will not some output will not meet upper meet upper specification.specification.
ProcessProcess
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Concept of Standardized normal distribution
Standard The normal distribution with, •Mean μ = 0
Concept of Standardized normal distribution
Normal Distribution
•Mean,•Standard deviation, σ = 1
μ = 0
Mean
Total area under the curve is 1Most of the area is between -3 σ and +3 σTotal area under the curve is 1
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Specification & defect areas
Lim
it (L
SL)
d Li
mit
(USL
)
wer
Spe
cifie
d
pper
Spe
cifie
d
Low Up
DefectsDefects
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Definition of Process capabilityP bilit St d i d f l tiProcess capability Study is procedure of evaluating a process by means of control charts to determine if the process iscapable relati e to its specifications & the centeringcapable relative to its specifications & the centering ability of the Process.
Design ToleranceProcess Capability =
Process Variationp y
=USL - LSL
66 σ
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P bilit tifi h ll th i f iProcess capability quantifies how well the process is performingwithin specification limits with respect to different sources of variationvariation
Lim
it (L
SL)
Lim
it (U
SL)
er S
peci
fied
L
per S
peci
fied
Low
e
Upp
Meas re of capabilitMeasure of capability of process
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Need for Process Capability Studies
1. Provide best in class product and services.
2. 100% inspection is not 100% quality & waste of resourcesresources.
3. One of the keyway to achieve quality objective.3. One of the keyway to achieve quality objective.
4. Comparison between two process, different equipment and machinesand machines
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Five ‘Ws’ and One ‘H’ of process Capability Study
WHY To predict the ability of machine orWHY To predict the ability of machine or process.To identify the conditions leading to non conformance.non conformance.
HOW By Statistical analysisWHEN Pre delivery,On going
process,retoolingprocess,retoolingApproval of newly installed system
WHERE
In equipment supplier plant, Customer own plant.p
WHAT Quality Characteristics chosen 588
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Measure of process capability
Process capability indices:
Pp It relates the specification range
USLLSL NOMINAL
Cpspecification range directly to the process variationprocess variation
It l t thPpk
It relates the specification range
ith th
LSL NOMINAL USLMEAN
Cpkwith the process mean and the process variationprocess variation
Cp > Cpk Pp > Ppk,p p ,589
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Meaning of Process capability
USL Cp=0.60 Cp=1.0 Cp=1.33 Cp=1.67 Cp=2.0USL p p p p p
Nominal A EDCB
LSL
DPMO 382089 66087 6210 233 3 4DPMO 382089 66087 6210 233 3.4590
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Example of Process capabilityp p yA B
C DC
Which is the most CAPABLE ?Which is the most CAPABLE ?591
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Sources of variation
• Within variationWithin variation
• Between variation• Between variation
Overall variation = Within variation + Between variation
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S f i tiSources of variation
Between variation in sub groups 1 & 4
1 2 3 4 5 6within variationwithin variation
Overall variationwithin variation in sub group 4
within variationin sub group 1
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Measures of process capability
P Overall variationP
C Within variationC Within variation
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Measures of process capability
Pp Captures Relates specific range to σ only
Ppk
pOverall variationRelates specific range to & σPpk Relates specific range to μ & σ
Cp Relates specific range to σ onlyCaptures
Cpk Relates specific range to μ & σ
pWithin variation
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Measures of process capability
USL - LSLPp = USL - X X - LSL
Ppk = min6 σs
Pp =3 σs^ 3 σs
Ppk = ,min
∑ (x1-x)2L=1
n
σ =Ppk = Pp ( 1 k)K=2(m-target/tol L=1n-1σsPpk = Pp ( 1- k)( g
Cp =^
USL - LSL
Cpk = , X - LSLUSL- Xmin6 σ
Cpk ,3σ3σ
min
Cpk = Cp (1- k) σ can be calculated from the available
data or can be expressed as R/d2 data or can be expressed as R/d2
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Consideration of Process capability indicesConsideration of Process capability indices
Cpk 1 - Not AcceptableCpk 1 - Not Acceptable
Cpk = 1.33 - Just Acceptablep p
Cpk 1.67 - Good
Cpk 2 - Best in class process
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Decisions making with Process capabilityDecisions making with Process capability # Relationship Probable action /Decisionp
1 Cpk 1.67 1) Job can be changed to less costly/ precise machinep machine.2) Specified tolerance can be narrowed if it is economically worthwhile.3) I ti i t l b i d &3) Inspection interval can be increased & product can be accepted on the basis of control chart details.
2 Cpk = 1.33 1) Greater attention to the centering of the process should be given.2) Investigate the possibility of reducing process variability at least marginally.3) Set the machine at the most economic level ( mean)( )
3 Cpk 1.0 1) Scrap & rework are inevitable.2) Resort to minimum machine adjustment.3) 100 t i ti t b t d3) 100 percent inspection must be resorted to.4) Examine the possibility of widening the
f
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How to achieve process capability
Process capability can be improved by reducing variations due to 5 M ‘sdue to 5 M s
Man
MachineMeasurement variation
Material
Method
Measurement
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P bilit t tProcess capability targetsUSLLSL Target
Reduce the variation
Shift P t d t tShift Process mean towards target600
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Workout ( within / overall variation)
CITY 1 CITY 2 CITY 3 CITY 4
Motorcycle Mileage (Km/l ) in 4 citiesCITY 1 CITY 2 CITY 3 CITY 4
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Result ( within / overall variation)
WithinWithin variation in
CITY 1
Overall variation
among the gCITIES
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PEMP EMM502
Six sigmaSix sigma
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PEMP EMM502
6 SIGMA METHODOLOGY6 SIGMA METHODOLOGY
SIX SIGMA RELIES ON “DMAIC”METHODOLOGYMETHODOLOGY
DEFINE
MEASURE
ANALYSE
IMPROVEIMPROVE
CONTROLCONTROL
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Foll ill be co eredFoll will be covered• Introduction• Definition
• Design For Six Sigma• Failure Modes and• Definition
• Different Views of 6 Si
• Failure Modes and Effects AnalysisR f f SiSigma
• Approaches---• Reference of Six
Sigma cases which ill bl t
ppChoice?
• Roleswill enable to understand the Ri hRoles
• Tool-KitDMAIC P bl
Rigorous approach of this Breakthrough St t• DMAIC-Problem
solving ModelStrategy
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PEMP EMM502
I t d tiIntroduction
• Six Sigma is a smarter way to manage a business or dept.The final aim is to achieve near perfection ,which p pgenerally will require a BREAKTHROUGH IDEA.
• Generally it targets three main areas– Improving customer satisfaction– Reducing Cycle timeg y– Reducing defectsLooks Old Hat!!!Looks Old Hat!!!IT IS A FIRM NO!---------------Because
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PEMP EMM502
ContdContdThe vital thing is that GOALS are set very steep and they require BREAKTHROUGHS in every areaand they require BREAKTHROUGHS in every area of operation.In statistical terms it means that your processes orIn statistical terms,it means that your processes or products will perform with almost no defects.NEAR PERFECT PRODUCTS/SERVICES ANDNEAR PERFECT PRODUCTS/SERVICES AND SUPERB CUSTOMER SATISFACTION.—as near to a simple definition as I could geta simple definition as I could get.
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PEMP EMM502
ContdContd
• Three key characteristics separate Six Sigma from Quality programs of the pastfrom Quality programs of the past– Six Sigma is Customer focused—It is almost an
b i t k t l t ’ d i l iobsession to keep external customer’s needs in plain sight,driving the improvement effort
– Six Sigma projects produce major returns on investment
– Six Sigma changes how management operates—They learn new approaches to thinking, planning,and executing, to achieve results.
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PEMP EMM502
ContdContd– This Overview CANNOT and WILL not bombard you
with lot of details or expertise BUT enoughwith lot of details or expertise BUT enough information to allow you to draw your own conclusions about what Six Sigma may hold for you, your job, g y y , y j ,your co.
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PEMP EMM502
Defining Si SigmaDefining Six Sigma• We will look at Six Sigma from three angles--• A Statistical measure of the performance of aA Statistical measure of the performance of a
process or product• A Goal that reaches near perfection wrto perfA Goal that reaches near perfection wrto perf
improvement• A System of mgt to achieve lasting businessA System of mgt to achieve lasting business
leadership and World Class Performance—What is this??
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PROCESS RATING
• LEVEL 5 – WORLD CLASS • LEVEL 4 - BEST IN CLASS
LEVEL 3 COMPETETIVE• LEVEL 3 – COMPETETIVE• LEVEL 2 – NON COMPETETIVE• LEVEL 1 – UNHEALTHY
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PROCESS RATINGPROCESS RATING
LEV-EL
EFFICIENCY EFFECTIVENESSEL (DOING THINGS
CORRECTLY)(DOING CORRECT THINGS)
5WORLD
DEFECT FREE, LOW COST, QUICK
OUTPUT EXCEEDS ALL
CLASSLOW COST, QUICK RESPONSE
EXCEEDS ALL CUST. REQMT
4BEST IN
LOW DEFECT, MODERATE COST/
OUTPUT EXCEEDS MOSTBEST IN
CLASSMODERATE COST/ RESPONSE
EXCEEDS MOST OF CUST. REQMT
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PROCESS RATINGPROCESS RATING
3COMPETECOMPETE--
SCOPE FOR IMPR. OF COST, DEFECT,
OUTPUT MEETS CUST. REQMT
TIVETIVE, ,
RESPONSEQ
2NON
INEFFICIENT BARELY MEETS CUSTOMER
COMPETE-TIVE
CUSTOMER RQMT
1 PROCESS IS OUTPUT DOES1CHAOTIC
PROCESS IS CHAOTIC: HIGH COST/ REJECTIONS
OUTPUT DOES NOT MEET CUST REQMTCOST/ REJECTIONS CUST. REQMT.
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PEMP EMM502
PROCESS RATING
EEF 5 WORLDCLASSF L E V E LI 4 BEST IN CLASSI 4 BEST IN CLASSCI 3 EFFECTIVEEN 2 EFFECTIVECCY 1 CHAOTIC
E F F E C T I V E N E S S
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PEMP EMM502
BUSINESS EXCELLENCE MODELS
• NOTABLE AMONG THESE AWARDS AREMALCOLM BALDRIGE AWARDDEMING AWARDDEMING AWARDEUROPEAN FOUNDATION FOR QUALITY MANAGEMENT (EFQM)RAJIV GANDHI QUALITY AWARDJAMANLAL BAJAJ AWARDJAMANLAL BAJAJ AWARD
• THESE ARE AWARDED ON THE BASIS OF ASSESSMENT OF: CUSTOMER SATISFACTIONCUSTOMER SATISFACTIONLEADERSHIP, STRATEGY & POLICIESQUALITY RESULTSINFORMATION ANALYSISHUMAN RESOURCE UTILIZATIONSTRATEGIC QUALITY PLANNINGQUALITY ASSURANCE SYSTEM IMPACT ON SOCIETY
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PEMP EMM502
Si Si St ti ti l MSix Sigma as a Statistical Measure
• Sigma is a measure of Deviation• Six Sigma means that there can be only
3 4 defects in a Million Opportunities3.4 defects in a Million Opportunities• The deviation must be measured on the
key customer expectations---called CTQ.
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PEMP EMM502
What is Sigmag
The term ‘Sigma’ taken from the Greek alphabet, isused to designate the distribution or spread about themean (average) of any parameter of product, processor procedure. In the context of business or
f t i Si bilit i t imanufacturing process, Sigma capability is a metricwhich indicates how the process is behaving. Higherth Si l b tt th bilit f ththe Sigma value, better the capability of the processto produce defect free work and vice versa.
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PEMP EMM502
Understanding normalUnderstanding normal distribution
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ContdContd
• SEE VIDEOnormal distbn.dat
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PEMP EMM502
Normal DistributionNormal Distribution
In practice generally we come across data which is ofvariable type and is measured on continuous scale Ifvariable type and is measured on continuous scale. Ifthere are no extraneous factors it follows asystematic pattern known as “Normal Distribution”. Itsyste at c patte o as o a st but o tcan be derived after plotting histogram as explainedin the next slide.
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HistogramPEMP EMM502
g
50
60
y
40
50
eque
ncy
30
Fre
10
20
10
0
Thickness of output in mm1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16
CTQ 621
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Normal curvePEMP EMM502
Normal Curve is a smooth symmetrical bell shaped curve as shown below.
50
60
y
40
50
eque
ncy
30
Fre
10
20
10
0
Thickness of output in mm1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16
CTQ 622
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PEMP EMM502
Most commonly used intervalsMost commonly used intervals
In normal distribution, the most common intervals are :
1. Process mean - SD and process mean + SD i.e 1 Sigma
2. Process mean - 2 SD and process mean + 2 SD i.e 2 Sigma
3. Process mean - 3 SD and process mean + 3 SD i.e 3 Sigma
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% Population between Mean - SD & Mean + SD (1Sigma)PEMP EMM502
Mean = 10, SD = 2
Mean+SD =12Mean-SD =8
% Population
2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17
- SD + SD
% population between Mean - SD and Mean + SD or 1 Sigma = 68.3,This implies that 68.3% population lies between dimensions of 8 and 12
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% Population between Mean - 2 SD & Mean + 2 SD (2Sigma)
PEMP EMM502
Mean = 10, SD = 2
( g )
Mean-2 SD=6Mean+2 SD=14
% Population
2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 172 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17
-2 SD +2 SD
% population between Mean - 2 SD and Mean +2 SD or 2 Sigma = 95.5This implies that 95.5% population lies between dimensions 6 &14 625
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% Population between Mean - 3 SD & Mean + 3 SD (3 Sigma)
PEMP EMM502
Mean = 10, SD = 2
g )
Mean + 3SD =16Mean - 3SD =4
% Population
2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17
- 3 SD + 3 SD
% population between Mean - 3 SD and Mean +3 SD or 3 Sigma = 99.73% popu o be wee e 3 S d e 3 S o 3 S g 99.73This implies that 99.73 % population lies between 4 & 16 626
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PEMP EMM502
Range of observations for nearly 100% populationg y p p
Range of observations for nearly 100% population (tobe precise 99.73%) depends upon, mean of thep ) p p ,process and standard deviation of the process. If itfollows normal distribution the population liesfollows normal distribution the population liesbetween -
Mean - 3 SD & Mean + 3 SD i.e ( 3Sigma )Mean 3 SD & Mean + 3 SD i.e ( 3Sigma )
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What is a Sigma processWhat is a Sigma process
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PEMP EMM502
Meaning of a Sigma processg g p
From a sigma process we come to know that at whatdi t i t f th t d d d i ti thdistance, in terms of the standard deviation, thespecification limits are placed from the target value.
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PEMP EMM502
Move beyond 3 sigmay g
Until a few years back all statistical process controlswere designed on the basis of 3 sigma limits. It is onlyg g yin the recent years that this concept has beenchallenged and the organizations have started lookingf lit l l b d 3 Sifor quality levels beyond 3 Sigma.
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3 Sigma processPEMP EMM502
Mean=8LSL USLSD = 2
2 3 4 5 6 7 8 9 1210 16151413111
- 3 SD + 3 SD
Note : LSL is Lower specification limit and USL is Upper specification limit. 631
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4 Sigma processPEMP EMM502
M 8LSL USLMean=8SD = 1.33
2 3 4 5 6 7 8 9 1210 16151413111
- 4 SD + 4 SD
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5 Sigma processPEMP EMM502
Mean=8LSL USLSD = 1.07
2 3 4 5 6 7 8 9 1210 16151413111
- 5 SD + 5 SD
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6 Sigma processPEMP EMM502
M 8LSL USL
Mean=8SD = 1
2 3 4 5 6 7 8 9 1210 16151413111
- 6 SD + 6 SD
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PrecisionPEMP EMM502
Lesser the standard deviation of the process, more precise or consistent is the process
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PEMP EMM502
3 Sigma Vs 6 Sigma
The goal of Six Sigma program is to reduce the variationThe goal of Six Sigma program is to reduce the variationin every process to such an extent that the spread of 12sigmas i.e. 6 Sigmas on either side of the mean fits withinsigmas i.e. 6 Sigmas on either side of the mean fits withinthe process specifications. The figure on next slide showswhat this looks like.
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3 Sigma Vs 6 SigmaPEMP EMM502
6 Sigma curve
LSL USL
3 Sigma curve
2 3 4 5 6 7 8 9 1210 16151413111
In a 3 sigma process the values are widely spread along the center line, h i th hi h i ti f th Wh i 6 Sishowing the higher variation of the process. Whereas in a 6 Sigma
process, the values are closer to the center line showing less variation in the process.
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PEMP EMM502
3 Sigma Vs 6 Sigmag g
The comparison on the previous slide also shows ap pprocess in which the process spread of Six Sigmas (ie. 3Sigmas on either side just fits within the specifications). Inthis case one must be extremely careful to ensure thatthe process average never slips off the target, otherwisethe curve will shift and non-conforming items willincrease. With Six Sigma requirement the process meancan shift by as much as 1.5 sigma before the likelihood ofnon-conforming items is increased. Even if the process
d hift ff t b h 1 5 i lmean does shift off center by as much as 1.5 sigma, only3.4 non-conforming items per million parts should result.
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Amount of process shift allowedPEMP EMM502
1 5 SD 1.5 SD
LSL USL
1.5 SD 1.5 SD
LSL USL
SD = 1SD 1
2 3 4 5 6 7 8 9 1210 16151413111
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PEMP EMM502
Si SigmaSix Sigma
• Six sigma is exciting.• But it requires tenacity,mental toughness
and above all an excellent statisticaland above all an excellent statistical analytical ability and dedication to perfection.A successful six sigma project mustA successful six sigma project must contribute substantially to the bottom line.y
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PEMP EMM502
What is DPUWhat is DPU
The common metric :D f t it (DPU)Defects per unit (DPU).
DPU is the best measure of the overall qualityof the processof the process.
DPU is the independent variable.Process yields are dependent upon DPUProcess yields are dependent upon DPU.
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PEMP EMM502
SIX SIGMASIX SIGMA
EXAMPLEEXAMPLE
We checked 500 Purchase Orders (PO) and PO had 10( )defects then,d.p.u = d/u = 10/500 = 0.02
In a P.O. we check for the following :
a) Supplier address/approval.b) Quantity as per the indentc) Specifications as per the indentc) Specifications as per the indent.d) Delivery requirementse) Commercial requirements.
Then there are 5 opportunities for the defects to occur. Then,the total no opportunities = mu=5x500 = 2500the total no. opportunities mu 5x500 2500.
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PEMP EMM502
SIX SIGMASIX SIGMA
EXAMPLE----What is DPMOEXAMPLE----What is DPMO
Defects per opportunity, d.p.o = d/(m u) = 10/2500 =0.004If expressed in terms of d.p.m.o. (defects per millionopportunities) it becomes.
d.p.m.o. = d.p.o x 106 = 4000 PPM-Todays languageof Quality is PPM
From d.p.o., we go to the normal distribution tablesp , gand calculate ZLT and corrected to ZST by adjustingfor shift (1.5 σ) then.
ZLT = 2.65; andZST = 2.65 + 1.5 = 4.15. SEE TABLE
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PEMP EMM502
SIX SIGMASIX SIGMA
No. of opportunities = No. of points checked.
If you don’t check some points then it becomes apassive opportunity. We should take only activepassive opportunity. We should take only activeopportunities into our calculation of d.p.o., andSigma level.g
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PEMP EMM502
6 SIGMA6 SIGMA
• OPPORTUNITY FOR DEFECT/ UNIT• OPPORTUNITY FOR DEFECT/ UNIT• (ACTUAL) DEFECTS/ OPPORTUNITY (d.p.o.)• DEFECT/ MILLION OPPORTUNITY (d.p.m.o.)
WHEN D P M O IS• WHEN D.P.M.O. IS308,537, IT IS 2 SIGMA (30.8% DEFECTIVE)66,000 IT IS 3 SIGMA(6.6%)6200, IT IS 4 SIGMA(0. 62%), ( )233, IT IS 5 SIGMA(O.0233%)3 4 IT IS 6 SIGMA(0 00034%)3.4, IT IS 6 SIGMA(0.00034%)
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PEMP EMM502
FICCI CEInaccurate and imprecise
+
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PEMP EMM502
FICCI CEPrecise but inaccuratePrecise but inaccurate
+
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PEMP EMM502
FICCI CEAccurate and imprecisep
+
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PEMP EMM502
FICCI CEAccurate and precise
+
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Without 1.5 sigma shiftg
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With 1 5 sigma shiftPEMP EMM502
With 1.5 sigma shiftFICCI CE
Levels of Sigma and defect rate
Quality level % Quality Defective PPM *
3 Sigma 99 73 668073 Sigma 99.73 66807
4 Sigma 99.9937 6210
5 Sigma 99.999943 233
6 Sigma 99.9999998 3.4
*Parts Per Million
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PEMP EMM502
FICCI CE
Cost of quality at various levels of Sigma
Sigma Defect rate(PPM) Cost of quality Competitive level
3.4 <10%
233 10-15%WorldClass
6
5
6210 15-20%
66807 20-30%Industry Average
4
3 66807 20 30%
308537 30-40%
Average
NonC titi
3
2
6,90000 >40% Competitive1
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PEMP EMM502
6 SIGMA
• SCALE OF IMPROVEMENT REQUIRED
2 TO 3 SIGMA, THERE IS A 5 FOLD IMPROVEMENTIMPROVEMENT3 TO 4 SIGMA, THERE IS A 10 FOLD IMPROVEMENTIMPROVEMENT4 TO 5 SIGMA, THERE IS A 30 FOLD IMPROVEMENT5 TO 6 SIGMA, THERE IS A70 FOLD IMPROVEMENT
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WHAT DOES SIGMA LEVELS MEAN?-simple termsterms
Sigma level
Spelling Money Time
3 1.5 misspelled words per page in a book
Time $ 2.7 Million Indebtedness per $1 Billion in Assets
3 ½ Months per century
4 1 misspelled word per 30 pages in a book
$ 63000 Indebtedness per $1 Billion in
30 Minutes per century
assets
5 1 Misspelled Word in a $570 Indebtedness per 2½ days per centuryset of Encyclopedia $1 Billion in Assets
6 1 Misspelled Word in all of the Books in a Small Library
$2 Indebtedness per $1 Billion in Assets
6 Seconds per Century
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PEMP EMM502
T i l Si L lTypical Sigma Levels
• Restaurant Billing – 4.0C ith d ti 3 9• Company with good practices – 3.9
• Doctors’ Prescription – 3.8p• Postal Delivery – 4.5
Ch Cl 4 8• Cheque Clearance – 4.8• Airline luggage Handling – 4.2gg g g• Bombay Dabbawallah – 6.8
Ai li F t lit 6 5• Airline Fatality – 6.5
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PEMP EMM502
Concl sionConclusion
• Aiming for Six Sigma means g gAiming for Perfection
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PEMP EMM502
Si Sigma as a GoalSix Sigma as a Goal• If 250000 credit card bills are processed and operated at 4 sigma or
99.38% accuracy there wd be 1550 unhappy customers per mth Accuracy delivery could be two CTQsmth.Accuracy,delivery could be two CTQs.
• Since a dissatisfied customer will tell ten people and a satisfied tells five, it is imperative to aim for 6sigma defect level. Otherwise you , p g ywill lose customers
• So a co embarking on 6 sigma is saying “We’d like to get as many of our customer related activities and products performing as closeof our customer-related activities and products performing as close to 6 sigma as we can”
• Knowing from the concept of COQ that 15-20% revenue is lost due to Quality issues it is good to have a Goal to Work towards.
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PEMP EMM502
Ho to Choose Projects?How to Choose Projects?
• Project Selection StrategiesT O P Model– T-O-P Model
– O-P-T Model– Balance Score Card Model
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PEMP EMM502
ContdContd• T-O-P Model
– Level T---Top Mgt decides to launch Six Sigma– Level T---Top Mgt decides to launch Six Sigma Project to confront serious business challenges
– (Termed as big Ys)(Termed as big Ys)– Level O—Establish Process Owners who are able to
translate the business goals into Process goals(smalltranslate the business goals into Process goals(small ys)
– Level P---Hand over improvement ideas to Project p jleaders ,who will fine tune the assigned project definitions,and proceed with DMAIC
– This is a good std model
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PEMP EMM502
ContdContd
• O-P-T ModelStarts at Process owner level who sit together and– Starts at Process owner level,who sit together and drill down from the original business issues to discover the individual process problemsdiscover the individual process problems
– So a series of small ys are identified and causal l ti tifi d ith bi Y d th h d d d trlation quantified with bigYs and then handed down to
Project Leaders.W k ll h li d l i l h– Works well where policy deployment is clear.as the Process owners can easily pick-up the business iissues.
– It is no doubt faster
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PEMP EMM502
ContdContd
• Balance Score Card– BSC approach for selection of projects(small
ys) includes both financial and non-financial y )measures across the four areas—
• FinancialFinancial• Customer
I t l• Internal processes• Employee learning and growth
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ContdContd
• Whichever is used(Mgt has to be comfortable!1 there is a Goalcomfortable!1 there is a Goal– Every output results from a process.If process
i h d li fis not changed,quality of output cannot improve
– All processes have inherent Variability– Data MUST be used to understand theData MUST be used to understand the
Variability and drive process improvement decisionsdecisions
– GOAL ORIENTED
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Si Sigma as a S stem of MgtSix Sigma as a System of Mgt• In Six Sigma programs Mgt plays a key role in
regularly monitoring resultsregularly monitoring results• Mgt has to get involved to make a success of
the important programs selected under 6the important programs selected under 6 sigma.So at regular meetings,mgrs can use 6 sigma to lead their businesssigma to lead their business.
• As a mgt system ,it is not owned by senior and id t l d b t h th t t l i l t fmid mgt leaders but has the total involvement of
front line employees.• So six sigma involves combination of both strong
leadership and grassroot energy and p g gyinvolvement 666
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Si Themes of Si SigmaSix Themes of Six Sigma
• Genuine focus on the Customer• Data-and Fact-Driven Mgt• Processes are where the Action is• Processes are where the Action is• Proactive Mgtg• Boundaryless Collaboration• Drive for Perfection; Tolerate Failure
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Three Approaches to Six Sigma pp gHighway
• Business Transformation Approach—Full l Ch I iti tiscale Change Initiative
• Strategic Improvement—Limited to one orStrategic Improvement Limited to one or two Critical Business Areas/Functions
• Problem Solving—Attacks only Nagging problems which cd not be solved earlierproblems which cd not be solved earlier.
• Which route to take??
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S mmarSummary
• What have we learnt till now?
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How Six Sigma worksHow Six Sigma works
Six Sigma is a high performance datadriven approach focused on analyzing thepp y groot causes of business problems andsolving them. It ties the outputs of ag pbusiness directly to market place. 670
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Clear focus on the bottom line
Six Sigma places a clear focus on getting thebottom line results along with the time frame.No Six Sigma project is approved until thebottom line or the success factors are clearlyspelt out. Each project must be completedwithin a given time frame which is usually 3-6months.
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Objectives of Six Sigma
At the strategic level, the goal of Six Sigma is toalign an organization to its marketplace anddeliver real improvements (in terms ofrupees/dollars) to the bottom linerupees/dollars) to the bottom line.
At the operational level, the Six Sigma goal is top , g gmove the business product or service attributeswithin the zone of customer specifications and toi ifi tl h i k i ti
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RolesRoles• New Roles for Managers and Employees• Once the Ramp is Chosen---IT IS UP TO A COLLECTION OF
Business Leaders,Team Leaders,and Facilitators• Black Belt—Most Critical role.Full time person dedicated to tackling
change opportunities He has to lead inspirechange opportunities.He has to lead, inspire, manage,delegate,coach the team.He has to have many skills –problem solving ability,collect and analyse data, leadership and coaching experience good admin sensecoaching experience,good admin sense.
• Master Black Belt—Coach and Mentor to Black Belts.• He is generally a real expert in six sigma analytical tools.He is generally a real expert in six sigma analytical tools.• He also plays more of an orgn change agent role.And investigate
customer reqmts and developing measures for key processes• Monitors milestones
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Contd RolesContd--Roles• Green Belt---Part time six sigma work.Their role is to bring the new
concepts and tools of six sigma to the day-to-day activities of business
• Champion and/or Sponsor—Senior person accountable.• Normally a senior mgt person –Must ensure that projects stay
aligned to business results,Provision of resources,Negotiate conflicts linkages etc Keep other top mgt persons aware of progressconflicts,linkages etc,Keep other top mgt persons aware of progress.
• Implementation Leader---Orchestrates all 6 Sigma Efforts.• BB,MBB,are certified.—Some questions—Who will be my bossBB,MBB,are certified. Some questions Who will be my boss
during assignment,assessment,after 6 sigma,Will orgn look at my 6 sigma work like my regular job.
• Each orgn will have to find its own solution.
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Si Sigma tool kitSix Sigma tool kit• Tools to Generate Ideas —Brainstorming, affinity
diagramgTree diagram, High-level process map, Flowchart, Cause-and-Effect diagram, Tools for data gathering ---Sampling, Voice of customer, Checksheets and Spreadsheets, MSA,Tools for Process and Data analysis ---Process-flow analysis, VA and NVA analysis,Charts and graphs like P t Hi t R S tt C t lPareto,Histogram, Run, Scatter ,ControlTools for statistical analysis ---Tests for statistical significance chi sq are t and ANOVA Correlation andsignificance—chi-square, t,and ANOVA,Correlation and regression,DOETools for implementation and process mgt ProjectTools for implementation and process mgt ---Project mgt, FMEA,Stakeholder analysis,Force field diagram,balance score card
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DMAIC Problem sol ing modelDMAIC Problem solving model
• Identifying projects—meaningful,manageable—Leadership groupLeadership group
• Forming Team---• Developing the Charter---written document to
the problem/project—Champion/Teamthe problem/project Champion/Team• Training the team• Doing DMAIC and implementing the solutions• Handing off the solutionHanding off the solution
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DMAIC ModelDMAIC Model• Define the problem---What are we working on?Why?Who is
customer?What is his reqmt?How is it done now?What are benefits of making improvement?Above are fundamental Questions which help originality in thinkingMeasure Gather data to validate and quantify the problem Begin• Measure---Gather data to validate and quantify the problem.Begin collecting facts and numbers that offer clues about cause of the problem.Always take a process view.y=f(x)is most imp equation.p y p y ( ) p q
• Analyse---Step to find Root Cause—5 M’s and 1 P—Methods,Machines,Materials,Measures,Mother nature,People
• Improve—Final planning and implement and achieve results• Control—Avoiding snap back into old habits.—Monitoring,creating
f i ll t l h d ff t ti kresponse for new issues,sell to people,hand off to routine workers
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Fundamental steps -- More detailsFundamental steps -- More detailsThere are 6 fundamental steps involved in applyingthe breakthrough strategy for achieving Six Sigmathe breakthrough strategy for achieving Six Sigma.These 6 steps are :-
• Define• Define• Measure• Analyze• Analyze• Improve
Control• Control• Standardize
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The Six Sigma roadmap- Breakthrough strategy
Stage Phase ObjectiveG
Y Identification Define Identify key businessissues
TR
ATE
G issues
U d t d t
UG
H S
T
Characterization MeasureAnalyze
Understand current performance levels
TH
RO
U
OptimizationImproveControl
Achieve breakthroughimprovement
RE
AK
T p Control improvement
BR
Institutionalization Standardize Integrate Six Sigma in day to day functioning.
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Define phaseDefine phase
This phase defines the project. It identifies criticalcustomer requirements and links them to businessqneeds. It also defines a project charter and thebusiness processes to be undertaken for Six Sigma.
”.
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Measurement phaseMeasurement phase
This phase involves selecting product characteristic,mapping respective process making necessarymapping respective process, making necessarymeasurements and recording the results of the process.This is essentially a data collection phaseThis is essentially a data collection phase.
”.
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Analysis phase
I thi h ti l i t d t l th “ ”In this phase an action plan is created to close the “gap”between how things currently work and how theorgani ation o ld like them to ork in order to meet theorganization would like them to work in order to meet thegoals for a particular product or service. This phase alsorequires organizations to estimate their short term andrequires organizations to estimate their short term andlong term process capabilities.
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Improvement phaseImprovement phase
This phase involves improving processes/productThis phase involves improving processes/productperformance characteristics for achieving desired resultsand goals This phase involves application of scientificand goals. This phase involves application of scientifictools and techniques for making tangible improvements inprofitability and customer satisfactionprofitability and customer satisfaction.
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C t l hControl phaseThis phase requires the process conditions to be properlydocumented and monitored through statistical processcontrol methods. After a “settling in” period, the processcapability should be reassessed Depending upon thecapability should be reassessed. Depending upon theresults of such a follow-up analysis, it may be sometimesnecessary to revisit one or more of the preceding phasesnecessary to revisit one or more of the preceding phases.
”.
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Standardization phaseStandardization phase
This phase requires institutionalizing Six Sigma intoThis phase requires institutionalizing Six Sigma intoday to day working of the organization. In this phase theSix Sigma gains derived by certain specific projects areSix Sigma gains derived by certain specific projects areapplied to the other projects as well for optimumbusiness resultsbusiness results.
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Six SigmaSix Sigma
Quotable Quotes
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Q otesQuotes
• We are what we repeatedly do. E ll th i t t b t h bitExcellence, then is not an act but a habit--Aristotle B.C
• It must be considered that there is nothing diffi lt t t d btf lmore difficult to carry out,no more doubtful
to success,no more dangerous to handleto success,no more dangerous to handle than to initiate a new order of thing—Mach 15131513
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ContdContd
• The greatest challenge to any thinker is t ti th bl i th t ill llstating the problem in a way that will allow
a solution—Bertrand Russel• You can improve things ONLY when you
K l ican measure---Kelvin• Many times Learning is suddenly• Many times Learning is suddenly
understanding an old thing in a new way
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ContdContd
• Product and service quality requires i l t h l i l d t ti ti lmanagerial,technological and statistical
concepts throughout all major functions in p g jan organisation---JuranH th t ill t l di t• He that will not apply new remedies must expect new evils ,for time is the greatestexpect new evils ,for time is the greatest innovator
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ContdContd
• Quality is not something you install like a t t f b k h lnew carpet or a set of bookshelves.you
implant it.Quality is something you work at p y g yit----DemingTh bitt f l lit i t• The bitterness of low quality is not forgotten ,nor can it be sweetened with lowforgotten ,nor can it be sweetened with low price
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Tools & TechniquesTools & Techniques
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Common tools for Si SigmaCommon tools for Six Sigma
• DMAIC• Tools for Definition
– Input-Process-Output diagram(ipo SIPOC)– Input-Process-Output diagram(ipo,SIPOC)– Flow diagram– Critical to quality tree
Project charter (object definition and– Project charter (object definition and deliverables)
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ContdContd• Tools for Measurement
– Check sheetsC ec s eets– Histograms– Run charts– Scatter diagrams– CED– Pareto charts– Control charts– Flow process charts– Process cap measurement– MSA—R&R,Calibration
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ContdContd• Tools for Analysis
– AnovaAnova– Hypothesis testing– Process mapping– Regression analysis– Resource utilisation and Customer service analysis
SWOT– SWOT– Pestle analysis
The five why’s– The five why s– Interrelationship diagrams– OEE– TRIZ—Innovative problem solving(RUSSIAN WORD)
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ContdContd• Tools for improvement
– Affinity diagram– Affinity diagram– Nominal group technique
SMED– SMED– 5 S
Mi t k fi– Mistake proofing– VSM
B i t i– Brainstorming– Mind Mapping– Force field analysis Diagram
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ContdContd
• Tools for control– Gantt Chart– Radar chartRadar chart– PDCA Cycle– Milestone tracker diagram– Earned value ManagementEarned value Management
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ContdContd
• Qualitative TechniquesBenchmarking– Benchmarking
– Balanced score card– EFQM,Deming awards– SOP– Kanban– ABCABC– QMS
L– Lean
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ContdContd
• Quantitative Techniques• FMEA• SPC• QFD• DOEDOE• DFSS• Monte Carlo Technique• Monte Carlo Technique• DMAIC
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The breakthrough strategyThe breakthrough strategy
Each phase is designed to ensure that :-• Companies apply the breakthrough strategy• Companies apply the breakthrough strategy
in a systematic way.• Six Sigma projects are systematically• Six Sigma projects are systematically
designed and executed and• The results of these projects are incorporated• The results of these projects are incorporated
into running the day-today business.
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St t t i l lStrategy at various levels
Almost every organization can be divided into 3basic levels :-
1. Business level2 Operations level2. Operations level3. Process level.It is extremely important that Six Sigma isunderstood and integrated at every level.
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Strategies at various levels
• Executives at the business level can use Six Sigma forimproving market share, increasing profitability andorganizations long term viabilityorganizations long term viability.
• Managers at operations level can use Six Sigma toi i ld d d th l b d t i l timprove yield and reduce the labor and material cost.
• At the process level engineers can use Six Sigma top g greduce defects and variation and improve processcapability leading to better customer satisfaction.
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Contributions of Robust Design (Six Sigma) to Business Excellence : A Spider ChartBusiness Excellence : A Spider Chart
Chronic Problem Solving
90%Profit /R.O.I Improvement
Employee Morale
90%
60%60%
50%
Improvement
Customer Loyalty
Supplier Improvement
50%
70%
60%
30%70%
40%
Overall Quality
Improvement
Total Productive
Maintenance50%40%
30%30%
p
Design Improvement
Reliability Improvement
Space
Cycle – Time Reduction
Cost reductionSpace
Reduction
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What is DFSS?What is DFSS?
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Design for Si SigmaDesign for Six Sigma• What is DFSS?
– DFSS stands for Design For Six Sigma - an approach SS sta ds o es g o S S g a a app oacto designing or re-designing a new product and/or service for a commercial market, with a measurably high process sigma for performance from dayhigh process-sigma for performance from day one. The intention of DFSS is to bring such new products and/or services to market with a process performance of around 4.5 sigma or better, for every customer requirement. This implies an ability to understand the customerThis implies an ability to understand the customer needs and to design and implement the new offering with a reliability of delivery before launch rather than ft !after!
– DFSS concentrates on prevention actiities that might inhibit 6 sigma perf of product/service--Examplesinhibit 6 sigma perf of product/service--Examples
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MethodologMethodology
– DFSS also has a methodology by which new products and services can be designed andproducts and services can be designed and implemented.
– DMAIC is now an industry standard methodology for Six Sigma, however DFSS gy g ,does not yet have such a universal offering.DMADV (Define Measure Analyse Design– DMADV (Define, Measure, Analyse, Design, Verify) is one approach, however there are
l iseveral in use.
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DFSS M th d l iDFSS Methodologies
• IDOV (Identify, Design, Optimize, Verify)• DMADV (Define Measure Analyze Design Verify)• DMADV (Define, Measure, Analyze, Design, Verify)• DMADOV (Define, Measure, Analyze, Design,
O ti i V if )Optimize, Verify)• DMCDOV (Define, Measure, Characterize, Design,
O f )Optimize, Verify)• DCOV (Define, Characterize, Optimize, Verify)
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DFSS M th d l iDFSS Methodologies
• DCCDI (Define, Customer, Concept, Design, Implement)Implement)
• DMEDI (Define, Measure, Explore, Develop, I l t)Implement)
• DMADIC (Define, Measure, Analyze, Design, ( y gImplement, Control)
• RCI (Define and Develop Requirements ConceptsRCI (Define and Develop Requirements, Concepts, Improvements)
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DFSS s DMAICDFSS vs DMAIC• What are the differences between Six Sigma
and DFSS?– Six Sigma is a process improvement philosophy and methodology,
whereas DFSS is centred on designing new products and services. The main differences are that Six Sigma focuses on one or two CTQ (Critical T Q li ) i l k d i i h CTQTo Quality) metrics, looks at processes, and aims to improve the CTQ performance by about +1 process-sigma. In contrast, DFSS focuses on every single CTQ that matters to every customer, looks at products and services as well as the processes by which they are delivered and aimsservices as well as the processes by which they are delivered, and aims to bring forth a new product/service with a performance of about 4.5 sigma or better.
– Other differences are that DFSS projects are often much larger and take longer, and are often based on a long term business need for new products, rather than a short term need to fix a customer problem. p p
•
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• Where can I use DFSS in my company?– DFSS can be used anywhere a new product or service is to be
introduced or re introduced For many manufacturingintroduced or re-introduced. For many manufacturing organisations the design and development of new products is very much a part of everyday company life, and a soundly adopted DFSS methodology can make a considerableadopted DFSS methodology can make a considerable improvement to the process of 'design and implement'.
L DFSS j t b t it d f th i t d ti f– Large DFSS projects are best suited for the introduction of new products/services with major design and large impact, and where customer approval and high levels of performance and delivery are required DFSS is about reducing the risk of failure failureare required. DFSS is about reducing the risk of failure - failure to promote and develop the correct products/services, failure to identify all the customers and customer requirements, failure to design and implement appropriately and without error ordesign and implement appropriately and without error or omission.
•
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More ClarificationsMore Clarifications
• DFSS is an enhancement of your present productDFSS is an enhancement of your present product development process ,not a replacement. In fact a documented,well understood and useful new product dev process is vital for success of DFSS program.
• DFSS provides tools and teamwork to get the job done ff / ff fefficiently/effectively.By rigorously applying the tools of
DFSS,we can be assured of predictable product quality/acceptancequality/acceptance
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Is DFSS needed in your yOrganisation
• Answer following Questions– How does your organisation develop Products?– What is the ratio of product success to product failure?Generally 60-70% of Products launched are a success.R f f ilReasons for failure are;
Inadequate market analysis----24%Product probems/defects--------16%Product probems/defects--------16%Lack of effective marketing effort-14%Higher costs than anticipated----10%g pCompetetors reaction--------------9%Poor timing of introduction--------8%Technical or production problems
DFSS can help overcome manyof the above problems
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Methodolog of DFSSMethodology of DFSS• DFSS uses a disciplined set of tools to bring
high quality to launcheshigh quality to launches.– Gap analysis—factors negatively affecting new
product performanceproduct performance– VOC capture/ driven decisions
• Plan-enable team to succeed by mapping vital stepPlan enable team to succeed by mapping vital step• Identify-hear VOC to select best product concept• Design-build a thorough data base about product and
process• Optimise-achieve a balance of Q,C and time to mkt• Validate demonstrate with data that VOC is heard and that• Validate-demonstrate with data that VOC is heard and that
customer expectations are satisfied
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DMADV ProcessDMADV Process
• Define—Goals of design activity are establishedM Id tif i CTQ’• Measure---Identifying CTQ’s
• Analyse---Evaluating product concepts to satisy y g p p ycustomer expectations
• Design Optimises the configuration of features• Design---Optimises the configuration of features and process
• Verify—Ensures that new product performs as expected at 6 Sigma levelp g
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PEMP EMM502
DMAIC s DFSSDMAIC vs DFSS• Basic differences are
– DMAIC is for existing products and DFSS for NEWDMAIC is for existing products and DFSS for NEW– DMAIC is based on manufacturing/transactional
processes;DFSS is focussed on Marketing,R&D,and p ; g, ,Design
– Monetary benefits are easier and faster to Quantify y yfrom a DMAIC program.It may take even upto 12 mths after launch to to properly account for impact of DFSSDFSS.
– DFSS needs greater cultural change wrto roles.The CFT has to be in ol ed in all aspects of designCFT has to be involved in all aspects of design process,from market to launch.
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PEMP EMM502
Tools in DFSSTools in DFSS• Phase wise Project reviews• Benchmarking Internal Competitive Functional• Benchmarking-Internal,Competitive,Functional• MSA-Validity,Precision,Accuracy
VOC St t d d t t d d f t• VOC-Stated and unstated needs of customercollected and analysed using Surveys,Affinity diagrams,QFD,Kano model,etc
Pugh concept selection technique for evaluating design alternatives.Design for X—DFM,DFA,DFT etcg , ,
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PEMP EMM502
ContdContd• FMEA---DFMEA,PFMEA• Poka-YokePoka Yoke• Process capability and performance studies• Multi-Vari analysisMulti-Vari analysis• DOE• Monte Carlo Simulation• Monte Carlo Simulation• Robust Design(Taguchi Methods)
Tolerance Design• Tolerance Design• Control Plan
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PEMP EMM502
Ad antages of DFSSAdvantages of DFSS• DFSS and Customer—All CTX’s are clearly looked into
by a CFT via VOC methodologyby a CFT via VOC methodology• DFSS and Quality—Quality from Customers point as
well as organisation’s point are optimisedwell as organisation s point are optimised.• DFSS and Time—Reduces time to market ,and also
gives products higher value at lower costsgives products- higher value at lower costs.• DFSS and bottomline---Long term cost reductions are
seen in dev and validation Manufacturing/serviceseen in dev and validation,Manufacturing/service processes,Service and support
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PEMP EMM502
Le erage on CostLeverage on Cost• How DFSS in planning stage can save in operational stage
5 each
2030Cost
influence
Actualcost overhead
5 each
20
15 labor
70%50design
material
5
design
Design represents the smallest cost element in products ,it leveragesthe largest cost influence.WHY?HOW?
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PEMP EMM502
More detailsMore details• Any incremental improvement in the design has a large
direct impact on cost.For ex,a 30% saving thru a designdirect impact on cost.For ex,a 30% saving thru a design simplification would translate into over 21% cost savings overall,while the same 30% applied to labor or overhead , % ppwd result in just 1.5% savings overall
• DFSS wd simplify or eliminate a process!DFSS wd simplify or eliminate a process!• An improvement in materials or labor is unlikely oto
affect other areas In contrast a simplification of designaffect other areas.In contrast,a simplification of design will often result in a direct reduction in material and labor cost and an indirect redn in the cost of overheadcost and an indirect redn in the cost of overhead.
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PEMP EMM502
B fit f DFSSBenefits of DFSS
• Structured development projects• Add value and improve customer satisfactionAdd value and improve customer satisfaction• Anticipate and avoid problems• Minimize design changesMinimize design changes• Reduce development cycle times• Reduce life cycle costs• Reduce life cycle costs• Reduce manufacturing cycle times & time to market
Improve product quality reliability and durability• Improve product quality, reliability and durability• Reduce costs of after-sales service & support
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PEMP EMM502
Competitive Advantages of p gDFSS
• Tangiblef• Provides a stru for managing dev projects
• Add value and improve customer satisfaction• Anticipate problems• Minimise design changesMinimise design changes• Reduce developmentcycle times• Reduce life cyclecost• Reduce life cyclecost• Reduce service cost• Improve product quality,reliability,durability.
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PEMP EMM502
ContdContd
• Intangible– New ways of thinking and a culture of
accountability to customers.y– It is a methodology ,not a strategy.
V f l t l b d i th f– Very powerful tools can be used in the area of prduct dev which WILL give rise to better,faster product dev
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PEMP EMM502
FMEAFMEA
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PEMP EMM502
Failure Mode and Effects Analysis (FMEA)Failure Mode and Effects Analysis (FMEA)
FMEA is a structured analysis for identifying ways &methods in which the product or processes can fail andmethods in which the product or processes can fail andthen plan to prevent those failures. FMEA is a proactivetool for reducing defects and non-conformitiestool for reducing defects and non-conformities.
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PEMP EMM502
Failure Mode and Effects Analysis (FMEA)y ( )
FMEA is a structured approach in :-• Identifying ways in which a process can fail to meet
critical customer requirements.• Estimating the risk of causes with regard to these
failures.• Evaluating control plan for preventing these failures.• Prioritizing the actions for improving the process.
FMEA is an extremely important tool for each phasey p pof Six Sigma strategy viz. Measure, Analyze,Improve, Control.
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PEMP EMM502
Advantages of FMEAAdvantages of FMEA
• For improving the reliability and safety of theproducts.products.
• For improving customer satisfaction.• Tracking actions to reduce non-conformities• Tracking actions to reduce non-conformities.• New product development.
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PEMP EMM502
Definition of terms
Failure Mode : It is a manner in which a part or aprocess can fail to meet specifications. It is usuallyassociated with defect or non-conformities.
Examples : Missing part, Oversized, Undersized,p g p , , ,Incorrect price, Offspec parts.
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PEMP EMM502
Definition of terms
Cause : Causes are sources of variation which areCause : Causes are sources of variation which areassociated with key process inputs. Cause can bebest defined as a deficiency which results in a failurebest defined as a deficiency which results in a failuremode.
Examples : Instructions not followed, Lack ofexperience, Incorrect documentation, Poor handlingp , , getc.
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PEMP EMM502
Definition of terms
Effect : Effect is the impact on the customer (bothinternal & external) if the failure mode is notprevented or corrected.Examples : Customer dissatisfaction, Frequentproduct breakdowns, Customer downtime.
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PEMP EMM502
Relationship of cause, failure mode & effectp
Cause Failure EffectCause Mode Effect
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FMEA through Cause & Effect Diagram
Causes Causes Causes
Preventor Detect
FailureModeMode
Effect
Causes CausesCauses 731
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PEMP EMM502
Steps in FMEA processSteps in FMEA process
1. Develop a process map and identify process steps.p p p y p p2. List key process outputs for satisfying internal and
external customer requirements.3. List key process inputs for each process steps.4. List ways the process inputs can vary (causes) and
identify associated failure modes and effectsidentify associated failure modes and effects.5. Assign severity occurrence and detection rating for each cause..
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PEMP EMM502
Steps in FMEA processSteps in FMEA process
6. Calculate risk priority number ( RPN) for each t ti l f il dpotential failure mode
7. Determine recommended actions to reduceRPN’s.8. Establish time frame for corrective actions.8. Establish time frame for corrective actions.9. Take corrective actions.10 P t ll t l i l10. Put all controls in place.
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PEMP EMM502
Ranking terms used in FMEA calculationsScale:1(Best) to 10 ( Worst)
• Severity (SEV) : Severity indicates how severe is the impact of theff t th teffect on the customer.
• Occurrence (OCC) : This indicates the likelihood of the cause ofthe failure mode to occurthe failure mode to occur.
• Detection (DET) : This indicates the likelihood of the currentsystem to detect the cause or failure mode if it occurssystem to detect the cause or failure mode if it occurs.
• Risk priority number : This number is used to place priority toitems for better quality planningitems for better quality planning.
RPN = SEV X OCC X DET
See next slides for specimen best to worst ratings on a 10 point scale. 734
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PEMP EMM502
Best to Worst ratings for FMEA calculationsg
Rating Degree of Severity Likelihood of Occurrence Ability to detect
1 Customer will not at all observe Very remote possibility Sure that the potential failure the adverse effect will be detected & prevented
before reaching the next customer
2 Customer will experience Low failure with supporting Almost sure that the potentialli ht di f t d t f il ill b d t t d b fslight discomfort documents failure will be detected before
reachig the next customer
3 Customer will experience Low failure without supporting Less chances that the3 Customer will experience Low failure without supporting Less chances that the annoyance because of slight documents potential failure will reach the degradation of performance next customer undetected
4 Customer dissatisfied due to Occasional failures Some controls may detectreduced performance the potential from reaching the
t tnext customer
5 Customer is uncomfortable Moderate failure rate with Moderate chances that the supporting documents potential failure will reach thesupporting documents potential failure will reach the
next customer735
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PEMP EMM502
Best to Worst ratings for FMEA calculationsRating Degree of Severity Likelihood of Occurrence Ability to detect
Best to Worst ratings for FMEA calculations
6 Warranty repairs Modearate failure rate without Controls are not likely to detectsupporting documents or prevent the potential failure
from reaching the next gcustomer
7 High degree of customer High failure rate with supporting Less chances that the potentialdissatisfaction documents failure will be detected or
prevented before reaching the next customer
8 Vey high degree of customer High failure rate with supporting Very less chances that thedissatisfaction documents potential failure will be detected
or prevented before reachingor prevented before reaching the next customer
9 Negative impact on the Failure is almost certain Existing controls will not detectg p gcustomer the potential failure
10 Negative impact on the Assured failure Existing controls will not detectcustomer, people & society the potential failure 736
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PEMP EMM502FMEA Form: ( Column 1 to 9 )
Rank severityon 1 to 10
scale
Rank occurrenceon a 1 to 10
scale
List how the causeis presently
being controlled
Rank how wellcause/failure
can be detected1 10scale being controlled on 1 to 10 scale
1 2 3 4 5 6 7 8 9Process Potential failure mode Potential failure effect SEV Potential causes OCC Current Controls DET RPNPart No.
123345
List failuremodes for each
step
List effectsof each
failure mode
List causesfor each failure
mode
RPN=SEV*OCC*DETstep failure mode mode
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PEMP EMM502
FMEA Form contd: ( column 10 to 15 )
Designates peopleresponsible for
corrective action
RPN is recalculatedon completion ofcorrective actioncorrective action
10 11 12 13 14 15Actions Recommended Responsibility SEV OCC DET RPNp y
List actions recommendedon RPN pareto
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PEMP EMM502
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PEMP EMM502
ENDEND
• Example of :• How to assess present LEVEL of your
organisation to ENABLE choosing of Sixorganisation to ENABLE choosing of Six sigma projects(ref ppt)
• Example of six sigma (ref pdf file)Xerox Case study• Xerox Case study
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PEMP EMM502
S mmarSummary
• Following have been covered– Basics of Variation and various methods of
Process control have been introduced– Six sigma concepts have been discussed
C t di h b di d– Case studies have been discussed
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PEMP EMM502
Session 9Session 9
ISOBPR
BenchmarkingBenchmarkingCase Studies
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PEMP EMM502
Session Objecti esSession Objectives
• At the end of the session the student would have understoodunderstood
Why Standards Matter?
• The world of ISO standards and Introduction to ISO 9000 and 14000 series of standards and theirISO 9000 and 14000 series of standards and their evolution
h f h ki• The concepts of Benchmarking• The principles of BPRp p
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PEMP EMM502
Session TopicsSession Topics
• Elements of iso and their evo;ution• Types of Benchmarking and procedures• BPR• BPR
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PEMP EMM502
Why Standards Matter?Why Standards Matter?What if Standards did not exist?
St d d k t ib ti t tStandards make an enormous contribution to most aspects of our lives - although very often, that contribution is invisible. It is when there is an absence of standards that their importance is brought home. For p gexample, as purchasers or users of products, we soon notice when they turn out to be of poor quality do notnotice when they turn out to be of poor quality, do not fit, are incompatible with equipment we already have, are unreliable or dangerousare unreliable or dangerous.
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PEMP EMM502
Wh Standards Matter? ContdWhy Standards Matter? Contd
When products meet our expectations, we tend to take thi f t d W ll f th lthis for granted. We are usually unaware of the role played by standards in raising levels of quality, safety, reliability, efficiency and interchangeability - as well as in providing such benefits at an economical cost. p g
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PEMP EMM502
Brief Histor of ISOBrief History of ISO
• ISO is the International Organization for Standardization It is located in Switzerland andStandardization. It is located in Switzerland and was established in 1947 to develop common i t ti l t d d iinternational standards in many areas. Its members come from over 120 national standards bodies
• ISO's purpose is to facilitate international tradeISO s purpose is to facilitate international tradeby providing a single set of standards that peopleeverywhere would recognize and respecteverywhere would recognize and respect.
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PEMP EMM502
Big Wide World of ISO gStandards
• ISO (International Organization for Standardization) is the world's largest developer of standardsthe world s largest developer of standards.
• ISO's principal activity is the development of technicalISO s principal activity is the development of technical standards, ISO standards also have important economic and social repercussionsand social repercussions.
• ISO standards make a positive difference, not just to p , jengineers and manufacturers for whom they solve basic problems in production and distribution but to society asproblems in production and distribution, but to society as a whole.
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PEMP EMM502
Big Wide World of ISO gStandards
How ISO Standards benefit the Society:
F B i th id d d ti f I t ti l• For Businesses, the widespread adoption of International Standards means that suppliers can base the development of their products and services on specifications that have wide acceptance in their sectors.p
• For customers, the worldwide compatibility of technology which is achieved when products and services are based on International Standards brings them an increasingly wide choice of offers, and they also benefit from the effects of competition among suppliers.benefit from the effects of competition among suppliers.
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PEMP EMM502
Big Wide World of ISO gStandards
• For everyone, International Standards can contribute to the quality of life in general bycontribute to the quality of life in general by ensuring that the transport, machinery and tools
fwe use are safe.• For the planet we inhabit, International p ,
Standards on air, water and soil quality, and on emissions of gases and radiation can contributeemissions of gases and radiation, can contribute to efforts to preserve the environment.
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PEMP EMM502
O Vi f ISO 9000Over View of ISO 9000ISO 9000 is sweeping the world. It is rapidlybecoming the most important quality standardbecoming the most important quality standard.Thousands of companies in over 100 countriesh l d d t d it d ihave already adopted it, and many more are inthe process of doing so. Why? Because itcontrols quality. It saves money.Customers expect it. And competitors use it.p p
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PEMP EMM502
O er Vie of ISO 9000Over View of ISO 9000SO 9000 li ll f i i d 'ISO 9000 applies to all types of organizations. It doesn't
matter what size they are or what they do. It can helpboth product and service oriented organizations achievestandards of quality that are recognized andq y grespected throughout the world.
The ISO 9000 Standards apply to all in all kinds of areas.Some of these areas include manufacturing, processing,g, p g,servicing, printing, forestry, electronics, steel, computing,legal services financial services accounting trucking andlegal services, financial services, accounting, trucking andso on.
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PEMP EMM502
I t d ti t ISO 9000Introduction to ISO 9000The ISO 9000 family is primarily concerned with "quality management" This means what thequality management . This means what the organization does to fulfill:
• The customer's quality requirements, and• Applicable regulatory requirements, while aiming topp cab e egu ato y equ e e ts, e a g to• Enhance customer satisfaction, and • Achieve continual improvement of its performance in• Achieve continual improvement of its performance in
pursuit of these objectives.
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PEMP EMM502
Introd ction to ISO 9000Introduction to ISO 9000The term ISO 9000 refers to a set of quality management standards.ISO 9000 currently includes three quality standards:
ISO 9000:2000, ISO 9001:2000, ISO 9004:2000 and ISO 9000:2005.9000: 005.
• ISO 9000:2000: Covers the basics of what quality management t d l t i th l f th ISO 9000systems are and also contains the core language of the ISO 9000
series of standards.
•ISO 9002,9003 have been merged into 9001.CERTIFICATION IS always against ISO 9001
•Latest version is ISO 9001-2008
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PEMP EMM502
Introd ction to ISO 9000Introduction to ISO 9000
• ISO 9001 Quality management systems-Requirements: Intended for use in anyRequirements: Intended for use in any organization which designs, develops,
f t i t ll d/ imanufactures, installs and/or services any product or provides any form of service.
• ISO 9004 & 9005 Quality management systems -Guidelines for performance improvements:Guidelines for performance improvements: Covers continual improvement.
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PEMP EMM502
Hi t & l tiHistory & evolution• ISO 9000• ISO 9000 is a family of ISO (the International• ISO 9000 is a family of ISO (the International
Organization for Standardization) standards f lit t tfor quality mgt systems.
• ISO 9000 was developed from the British pStandards Institution's BS 5750. The ISO 9000 standards are maintained by ISO (TC)9000 standards are maintained by ISO (TC) and administered by accreditation and certification bodiescertification bodies.
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PEMP EMM502
Hi t & l tiHistory & evolution• Although the standards originated in
manufacturing, they are now employed across a id f th t f i ti I f twide range of other types of organizations. In fact,
according to ISO in 2004, "service sectors now account by far for the highest number of ISOaccount by far for the highest number of ISO 9001:2000 certificates - about 31% of the total" -source: ISO surveysou ce SO su ey
• ISO 9000 is quite similar to ISO 14000. Both pertain to how a product is produced, rather than how it is p p ,designed. For example, ISO 216 refers to sizes of paper.
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PEMP EMM502
History & EvolutionHistory & Evolution• These sizes are very clearly laid out and shall not• These sizes are very clearly laid out, and shall not
deviate while ISO 9000 and ISO 14000are more general, referring to a process, rather than any single g , g p , y gproduct.
• ISO 9000 is more in reference to making sure the gproduct -- any product -- has been produced in the most efficient and effective manner possible. ISO 9000
lit t d t tt t th li f thquality system does not attest the compliance of the produced products with a code or a standard.
• ISO 9000 does not guarantee the quality of end• ISO 9000 does not guarantee the quality of end products and services; rather, it certifies that consistent business processes are being appliedbusiness processes are being applied.
• ISO 14000 exists to ensure the product ( any product ) has the lowest possible environmental impacthas the lowest possible environmental impact
• CI Clause—demonstratable in new revised stds assures improvement of processes & hence reliability of
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PEMP EMM502
History & EvolutionHistory & Evolution• History• Errors committed in manufacturing have been an
impetus for creating quality standards. For p g q yexample, in World War I, a high percentage of shells failed to explode. .p
• During World War II, the United Kingdom had a serious problem with accidental detonations inserious problem with accidental detonations in weapons factories. In an attempt to solve the problem the Ministry of Defence placed inspectorsproblem, the Ministry of Defence placed inspectors in the factories to oversee the production process. To supply to the Government a company had toTo supply to the Government, a company had to write up the procedure for making their product, have the procedure approved by the Ministry andhave the procedure approved by the Ministry and ensure that their workers followed the procedure. .761
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History & EvolutionHistory & Evolution
• In 1959, the United States developed Quality Program Requirements a quality standard forProgram Requirements, a quality standard for military procurement, detailing what suppliers had t d t hi f B 1962 NASAh dto do to achieve conformance. By 1962, NASAhad similarly developed Quality System Requirements for its suppliers and applied these techniques on the project "travel to the moon" with great success. .p j g
• .
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Histor & E ol tionHistory & Evolution• The idea of quality assurance spread beyond the military
and nuclear sectors. In 1966, the Unitedand nuclear sectors. In 1966, the United KingdomGovernment led the first national campaign for quality and reliability with the slogan "Quality is everybody's business." In 1969, the UK and Canada developed quality assurance standards for suppliers.
• By this time, suppliers were being assessed by any number of their customers. In 1969, a UK committee report on the subject recommended that suppliers'report on the subject recommended that suppliers methods should be assessed against a generic standard of quality assurance, to avoid duplication of effort.of quality assurance, to avoid duplication of effort.
• In 1971, the British Standards Institution(BSI) published the first UK standard for quality assurance, BS 9000, q y , ,which was developed for the electronics industry. In 1974, BSI published BS 5179, Guidelines for Quality Assurance.
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Hi & E l iHistory & EvolutionIn order to shift the burden of inspection from the• In order to shift the burden of inspection from the customer, quality assurance was guaranteed by the supplier through third-party inspection though none ofsupplier through third party inspection, though none of the assessing bodies at that time accepted any legal liability for the quality of their decisions. The collapse of y q y pa jetty at Dover, which had been assessed by LRQA, an assessing body, and the subsequent court case f d thi kforced a rethink.
• Through the 1970s, BSI organized meetings with industry to set a common standard The result was BSindustry to set a common standard. The result was BS 5750 . Key industry bodies agreed to drop their own standards and use it instead The purpose of BS 5750standards and use it instead. The purpose of BS 5750 was to provide a common contractual document, demonstrating that industrial production was controlled.g
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Histor & E ol tionHistory & Evolution• In 1982 the UK government produced a White Paper No.
8621 entitled "Standards, Quality and International yCompetitiveness". This introduced the concept of certification of a company's management system as a
k ti t l Ob i l i d d t thi d tmarketing tool. Obviously, an independent third party was needed to ensure fairness., BSI became the first de facto assessorsassessors.
• The lack of technical expertise in the first assessors, and the inevitable fact that the first generation of assessorsthe inevitable fact that the first generation of assessors were trained by people with purely military quality assurance skills caused many problems. At the time, y pmilitary procurement contracts were given on a cost-plus basis, so on-costs such as inspection, internal auditing and procedure writing became profit centerswriting became profit centers.
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C ti dContinued• The standard has evolved over several revisions.The standard has evolved over several revisions.• The initial 1987 version, ISO 9000:1987, had the same
structure as the UK Standard BS 5750, with three 'models' ,for quality management systems, the selection of which was based on the scope of activities of the organization. Alth h th St d d h th h tAlthough the Standard has gone through two more iterations which have resulted in some radically changed language all the core prevention oriented qualitylanguage, all the core, prevention oriented quality assurance requirements were present in the 1987 document. Contrary to many claims, the Standard did not y y ,focus on quality control via retroactive checking and corrective actions.. With it’s structure of twenty 'elements' of
i t th h i t d d t b l l d f ithrequirements, the emphasis tended to be overly placed on conformance with procedures rather than the overall process of management - which was the actual intent.
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C ti dContinuedTh 1994 i ISO 9000 1994• The 1994 version, ISO 9000:1994, was an attempt to break from the practices which had somewhat corrupted the use of the 1987somewhat corrupted the use of the 1987 standard. It also emphasized quality assurance via preventive actions and continued to requirevia preventive actions, and continued to require evidence of compliance with documented procedures. Unfortunately, as with the firstprocedures. Unfortunately, as with the first edition, companies tended to implement its requirements by creating shelf-loads of q y gprocedure manuals, and becoming burdened with an ISO bureaucracy. Adapting and y gimproving processes could be particularly difficult in this kind of environment.
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ContinuedContinued• The 2000 version, ISO 9000:2000, sought to make a
di l h i thi ki b t ll l i th tradical change in thinking by actually placing the concept of process management front and centre in the Standard. Documents produced by the ISO Technical CommitteeDocuments produced by the ISO Technical Committee which drafted the third edition make it clear that they didn't see any change in the essential goals of the standard, y g g ,which had always been about 'a documented system' not a 'system of documents'. The goal was always to have
t t ff ti imanagement system effectiveness via process performance metrics. The third edition makes this more visible and so reduced the emphasis on havingvisible and so reduced the emphasis on having documented procedures if clear evidence could be presented to show that the process was working well. p p gExpectations of continual process improvement and tracking customer satisfaction were made explicit at this
i i U f l i i irevision. Unfortunately too many organizations continue to produce reams of unnecessary documents and to write quality systems around the paragraph structures of ISO
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ContinuedContinued• Contents• Like all properly-written Standards , ISO 9000 seeks
to set criteria which achieve a goal and is notto set criteria which achieve a goal and is not prescriptive as to methods.
• The requirements come in Sections 4 to 8The requirements come in Sections 4 to 8.• Section 4 is entitled General Requirements• Section 5 is entitled Management Responsibility• Section 5 is entitled Management Responsibility• Section 6 is entitled Resource Management• Section 7 is entitled Product Realisation• Section 8 is entitled Measurement, analysis and y
improvement• In each of these areas, ISO 9001:2000 seeks to set ,
out key requirements, which if met will ensure consistency.
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C ti dContinued• In the standard, there are 6 documents that ISO
specifies:• Control of Documents• Control of RecordsControl of Records• Internal Audits
C l f N f i P d• Control of Nonconforming Product• Corrective Action• Preventive Action• In addition to these ISO 9001:2000 requires a• In addition to these, ISO 9001:2000 requires a
Quality Policy and Quality Manual (which may or may not include the above documents)or may not include the above documents).
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CertificationCertification• Certification• ISO does not itself certify organizations. Many countries
h f d dit ti b di t th ihave formed accreditation bodies to authorize certification bodies, which audit organizations applying for ISO 9001 compliance certification It is important tofor ISO 9001 compliance certification. It is important to note that it is not possible to be certified to ISO 9000. Although commonly referred to as ISO 9000:2000 g ycertification, the actual standard to which an organization's quality management can be certified is SOISO 9001:2000. Both the accreditation bodies and the
certification bodies charge fees for their services.
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CertificationCertification• The applying organization is assessed based on an• The applying organization is assessed based on an
extensive sample of its sites, functions, products, services, and processes and a list of problems ("action requests" or p p ( q"non-compliances") made known to the management. If there are no major problems on this list, the certification b d ill i ISO 9001 tifi t f hbody will issue an ISO 9001 certificate for each geographical site it has visited, once it receives a satisfactory improvement plan from the managementsatisfactory improvement plan from the management showing how any problems will be resolved.
• An ISO certificate is not a once-and-for-all award, but must beAn ISO certificate is not a once and for all award, but must be renewed at regular intervals recommended by the certification body, usually around three years
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AuditingAuditingAuditing• Auditing
• Two types of auditingare required to become registered to the standard: auditing by an external certification body andthe standard: auditing by an external certification body and audits by internal staff trained for this process (internal audits). The aim is a continual process of review andaudits). The aim is a continual process of review and assessment, to verify that the system is working as it's supposed to, find out where it can improve, and to correct or prevent problems identified. It is considered healthier for internal auditors to audit outside their usual management line so as to bring a degree ofmanagement line, so as to bring a degree of independence to their judgements.
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AuditingAuditing• Tell me what you do (describe the business
process)p )• Show me where it says that (reference the
procedure manuals)procedure manuals)• Prove that that is what happened (exhibit
evidence in documented records)• How this led to preventive actions was not• How this led to preventive actions was not
clear.
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AuditingAuditing• The 2000 standard uses the process approach.The 2000 standard uses the process approach.
While auditors perform similar functions, they are expected to go beyond mere auditing for rote p g y g"compliance" by focusing on risk, status and importance. This means they are expected to make more judgements on what is effective, rather than merely adhering to what is formally prescribed. The diff f h i d d bdifference from the previous standard can be explained thus:
• Under the 1994 version, the question was broadly "Are you doing what the manual says you should be d i ?" h d th 2000 i thdoing?", whereas under the 2000 version, the question is more "Will this process help you achieve your stated objectives? Is it a good process or isyour stated objectives? Is it a good process, or is there a way to do it better?". 775
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ISO S iteISO Suite• ISO 9000 document suite
ISO 9000 i d f th f ll i• ISO 9000 is composed of the following sections:
• ISO 9000:2000, Quality management systems Fundamentals andsystems - Fundamentals and vocabulary. covers the basics of what
lit t t dquality management systems are and also contains the core language of the g gISO 9000 series of standards..
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ISO SuiteISO Suite• ISO 9001 Quality management systems -
Requirements is intended for use in any organizationRequirements is intended for use in any organization which designs, develops, manufactures, installs and/or services any product or provides any form ofand/or services any product or provides any form of service. It provides a number of requirements which an organization needs to fulfill if it is to achievean organization needs to fulfill if it is to achieve customer satisfaction through consistent products and services which meet customer expectations. This isservices which meet customer expectations. This is the only implementation for which third-party auditors may grant certifications. The latest version is :2000.y g
• ISO 9004 Quality management systems -Guidelines for performance improvements. covers p pcontinual improvement. This gives you advice on what you could do to enhance a mature system. This y ystandard very specifically states that it is not intended as a guide to implementation.
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S ifi St d dSpecific Standards• Industry-specific interpretations• Industry-specific interpretations• The ISO 9001 standard is generalized and abstract. Its
parts must be carefully interpreted to make sense withinparts must be carefully interpreted, to make sense within a particular organization. Developing software is not like making cheese or offering counseling services; yet the g g g yISO 9001 guidelines, because they are business management guidelines, can be applied to each of these. Di i ti li d t t (US)Diverse organizations—police departments (US), professional soccer teams (Mexico) and city councils (UK)—have successfully implemented ISO 9001:2000(UK) have successfully implemented ISO 9001:2000 systems.
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S ifi St d dSpecific Standards
• Over time, various industry sectors have wanted to standardize their interpretations of the guidelines within their own marketplace. This isguidelines within their own marketplace. This is partly to ensure that their versions of ISO 9000 have their specific requirements but also to tryhave their specific requirements, but also to try and ensure that more appropriately trained and
i d dit t t thexperienced auditors are sent to assess them..
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Specific StandardsSpecific Standards• AS 9000 is the Aerospace Basic Quality System Standard, an p y y
interpretation developed by major aerospace manufacturers. The current version is AS 9100.
• PS 9000 is an application of the standard for Pharmaceutical• PS 9000 is an application of the standard for Pharmaceutical Packaging Materials.
• QS 9000 is an interpretation agreed upon by major automotive manufacturers (GM, Ford, Chrysler). It includes techniques such as FMEA and APQP. QS 9000 is now replaced by ISO/TS 16949.
• ISO/TS 16949:2002 is an interpretation agreed upon by major automotiveISO/TS 16949:2002 is an interpretation agreed upon by major automotive manufacturers (American and European manufacturers); the latest version is based on ISO 9001:2000. The emphasis on a process approach is stronger than in ISO 9001:2000. ISO/TS 16949:2002 contains the full text ofstronger than in ISO 9001:2000. ISO/TS 16949:2002 contains the full text of ISO 9001:2000 and automotive industry-specific requirements.
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ISO 14000ISO 14000• An ISO 14001 EMS• promotes integration of• business functions with• environmental
t It id• management. It provides• for continuous and• verifiable improvement• verifiable improvement• towards a safe working• environment and• reduced environmental• impacts. EMS has five• key elements.
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ComparisonComparison• .
• SIMILARITIES BETWEEN ISO 9001 AND ISO 14001• ISO 14001 REQUIREMENTS• ISO 14001 REQUIREMENTS• ISO 9001 AND ISO 14001• Quality Policy --------------- Environmental PolicyQuality Policy Environmental Policy• Quality Management System Documentation ----------Environmental
Management System Documentation• Document Control------------ Document Control• Inspection and Testing --------Monitoring and Measurement• Corrective and Preventive Action Nonconformance and• Corrective and Preventive Action -------------Nonconformance and
Corrective and Preventive Action• System Audits------------------ System Auditsy y• Management Review---------- Management Review
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Ho Elements ere Deri edHow Elements were Derived• Actually the elements were derived from the colective experience
and knowledge of experts who participate in ISO technical committee.
• The main 8 guiding principles were:• Customer focus• Leadership
I l t f l• Involvement of people• Process approach
System approach to mgt• System approach to mgt• Continual improvement• Factual approach to decision making• Factual approach to decision making• Mutually beneficial supplier relationship
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More details of principlesMore details of principles• Customer Focus
Orgns shd understand current & future needs shd meetOrgns shd understand current & future needs,shd meet them & strive to xceed expectations.
• LeadershipLeadershipLeaders establish unity of purpose & dirn of orgn.Theyshd create & maintain the internal env in which peopleshd create & maintain the internal env in which people
become fully involved in achieving objectives
• Involvement of peopleInvolvement of peoplePeople at all levels are the essence of an orgn & theirfull involvement enables abilities to be used for org benefitfull involvement enables abilities to be used for org benefit
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ContdContd• Process Approach
A desired result is achieved more efficiently whenA desired result is achieved more efficiently when activities & related resources are managed as a process.
• Systems approach to mgt• Systems approach to mgtIdentifying,understanding,& managing interrelated processes as a system contributes to the org eff.
• Continual improvementOf Overall perf----- Shd be the permanent obj of org--
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ContdContd• Factual approach to decision making
ff l i fEffective decisions are based on analysis of Data
• Mutually beneficial supplier relationshipOrgns and supliers are interdependent
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QM PRINCIPLESQM PRINCIPLES
In more detail—Refer Separate tppt
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Le els of Doc mentationLevels of Documentation
• A Quality system has four levels of d t tidocumentation.
• Level 1----Quality policy and manualLevel 1 Quality policy and manual• Level 2----Departmental op procedures.• Level 3----”How- to’ OR work instructions• Level 4------Quality records for audit trail.
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Mandatory Documented yProcedures
• 4.2.3. Control of Documents4 2 4 C t l f Q lit R d• 4.2.4. Control of Quality Records
• 8.2.2. Internal Audit• 8.3. Control of Non-Conformity
8 5 2 C ti A ti• 8.5.2 Corrective Action• 8.5.3 Preventive Action• Additional procedures may have to be
documented to Finally PROVE compliance todocumented to Finally PROVE compliance to QMS
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Mandator RecordsMandatory Records
• 5.6.1. Management Review6 2 2( ) Ed ti T i i• 6.2.2(e). Education,Training
• 7.1(d) Realisation process that products meet ( ) p preqmts
• 7 2 Review of customer related processes• 7.2 Review of customer related processes• 7.3.2 Design & dev inputs,outputs,validation
etc• 7 4 1 Supplier evaluation7.4.1 Supplier evaluation• Special process validation,traceability,cpac etc
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Re ision ProcessRevision Process• ISO requires all stds to be periodically revised to satisfy
the needs of global community.the needs of global community.• The New ISO has a Process approach.• Process An activity using resources and managed in• Process—An activity using resources,and managed in
order to enable transformation of inputs to outputs.A d t f h i th i t l• An advtage of process approach is the ongoing control that it provides over the linkage between the individual process within the system of processes as well as overprocess within the system of processes as well as over their combination and interaction
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ContdContd• Under the 1994 version, the question was broadly "Are
you doing what the manual says you should be doing?",you doing what the manual says you should be doing? , whereas under the 2000 version, the question is more "Will this process help you achieve your stated p p y yobjectives? Is it a good process, or is there a way to do it better
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ISO 9001 2000 VersionISO 9001—2000 Version
• 5 New Sections of New ISO 9001 are:• Quality mgt system• Management Responsibility• Management Responsibility• Resource Mgtg• Product/Service Realisation• Measurement,Analysis and Improvement
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QUALITY MANAGEMENT SYSTEMQUALITY MANAGEMENT SYSTEM
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DIFFERENCES IN THE DOCUMENTATIONSTRUCTURE OF ISO 9000: 2000 AND ISO
PEMP EMM502
STRUCTURE OF ISO 9000: 2000 AND ISO 9000:19949000:1994
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PEMP EMM502DIFFERENCES IN THE DOCUMENTATION STRUCTURE OF ISODOCUMENTATION STRUCTURE OF ISO
9000: 2000 AND ISO 9000:19949000 000 SO 9000 99
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Latest ISOLatest ISO
ISO 9001:2008 was released on November 15, 2008.
It replaces the year 2000 version of theIt replaces the year 2000 version of the standard which is currently y
implemented by business and public sector organizations worldwidesector organizations worldwide.
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Latest ISOLatest ISOWhat will the 2008 amendments to
ISO 9001 mean to you?ISO 9001 mean to you?
– If you already have your ISO 9001 registration in place or are in theIf you already have your ISO 9001 registration in place, or are in the process of building it, the changes will have minimal impact on your system.
– The amendment has focused on clarification of, not the addition or removal of any requirements.
– If you are complying now, you will still be meeting requirements of the Nov 15, 2008 publication.
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Latest ISOLatest ISO
Teams of experts have carefully crafted the wording of each paragraph each sentencewording of each paragraph, each sentence and each bullet with the goal of registrars,
dit d f th t d dauditors and users of the standard worldwide reading the same meaning into g gthe standard as the committees intended.
That is a challenging goal, and not g g galways met.
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Ho to get certifiedHow to get certified• Top Mgt & Senior mgt take a decision to get
certifiedcertified• Decide the certifying Authority.
A i d M t / id i t k• An experienced Mentor/guide is taken on-board
• A Competent Mgt Rep is appointed.• Coordinators for each dept are chosenCoordinators for each dept are chosen• Spread message of intent,utility ,road map
etc by CEO through personal meetings andetc by CEO through personal meetings and media---TO ALL GROUPS
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ContdContd• Begin Document preparation after visiting a
few companies already certified.few companies already certified.• Conduct Training classes for
HOD COORD KEY WORKERS ETCHOD,COORD,KEY WORKERS ETC.• Get Documents and progress okayed by
M tMentor• Initial Audit/Friendly audity• Corrections• Final audit/Getting Certificate• Final audit/Getting Certificate• Monthly Mgt Review/Benefit Quantification
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How to get Benefits from ISO g9001
• Link to Business plan must be strong in the Mgt Review meetingsMgt Review meetings.
• Upgrade to TS as soon as possible.• Get self certified by customers using base of
ISOISO• Try for national awards
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Facts abo t BenefitsFacts about Benefits
• Survey facts.70% t i d t t l• 70% got improved mgt control
• 75% realised improved customer satisfactionp• 60%realised improved productivity
50% h d d d t b t d• 50% had reduced costs by waste redn• 50% had increased mkt share
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PEMP EMM502Principle Requirements of ISO 90009000
ISO 9000 Requirements Summary:1 Management Responsibility:1. Management Responsibility:• The quality policy shall be defined, documented,
d t d i l t d d i t i dunderstood, implemented and maintained.• Responsibilities and authorities for all personnel
specifying, achieving and monitoring quality shall be defined.
• In-house verification resources shall be defined, trained and funded.
• A designated management person sees that the Q91 program is implemented and maintained
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PEMP EMM502
Principle Requirements of ISO 9000
2. Quality System• Procedures shall be prepared.
• Procedures shall be implemented• Procedures shall be implemented
3. Contract ReviewCo c ev ew• Incoming contracts (and purchase orders) shall be reviewed to see
h th th i t d t l d fi d ith th bidwhether the requirements are adequately defined, agree with the bid and can be supplied
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PEMP EMM502Principle Requirements of ISO 90009000
4. Design Control•The design project shall be planned.
•Design input parameters shall be definedDesign input parameters shall be defined.
•Design output, including crucial product characteristics shall be d ddocumented.
•Design output shall be verified to meet input requirements.g p p q
•Design changes shall be controlled
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PEMP EMM502Principle Requirements of ISO 90009000
5. Document Control•Generation of documents shall be controlled•Generation of documents shall be controlled.
•Distribution of documents shall be controlled.
•Changes to documents shall be controlled.
6. Purchasingi l b d b li h ll b l d f h i•Potential subcontractors and sub-suppliers shall be evaluated for their
ability to provide stated requirements.
•Requirements shall be clearly defined in contracting data.
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PEMP EMM502Principle Requirements of ISO 90009000
7. Customer-Supplied Material•Any customer-supplied material shall be protected against loss or damage.
8. Product Identification & Tracability•The products shall be identified and traceable by item, batch or lot during all stages of production, delivery and installation.
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PEMP EMM502Principle Requirements of ISO 90009000
9. Process Control•Production (and installation) processes shall be defined and planned.
•Production shall be carried out under controlled conditions: documented instructions, in-process controls, approval of processesdocumented instructions, in process controls, approval of processes and equipment, and criteria for workmanship.
S i l th t t b ifi d ft th f t h ll b• Special processes that cannot be verified after the fact shall be monitored and controlled throughout the processes
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PEMP EMM502Principle Requirements of ISO 90009000
10. Inspection and Testing•Incoming materials shall be inspected or verified before use.
•In process inspection and testing shall be performed•In-process inspection and testing shall be performed.
•Final inspection and testing shall be performed prior to release of finished product.
R d f i ti d t t h ll b k t•Records of inspection and test shall be kept.
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PEMP EMM502Principle Requirements of ISO 90009000
11. Inspection/Measuring/Test Equipment•Equipment used to demonstrate conformance shall be controlled, calibrated and maintained.
•Identify measurements to be made.
d if ff d i•Identify affected instruments.
•Calibrate instruments (procedures and status indicators).(p )
•Periodically check calibration.
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PEMP EMM502
Principle Requirements of ISO p q9000
•Assess measurement validity if found out of calibration.
•Control environmental conditions in metrology lab.
M t t i t d i t bilit h ll•Measurement uncertainty and equipment capability shall be known.
•Where test hardware or software is used, it shall be checked before use and rechecked during use.
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PEMP EMM502
Principle Requirements of ISO p q9000
12. Inspection and Test Status•Status of inspections and tests shall be maintained for items as they•Status of inspections and tests shall be maintained for items as they progress through various processing steps.
•Records shall show who released conforming product
13 Control of Nonconforming Product13. Control of Nonconforming Product•Nonconforming product shall be controlled to prevent inadvertent use or installation.
•Review and disposition of nonconforming product shall be•Review and disposition of nonconforming product shall be formalized.
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PEMP EMM502
Principle Requirements of ISO p q9000
14. Corrective Action•Problem causes shall be identified.
S ifi bl d h i h ll b d•Specific problems and their causes shall be corrected.
•Effectiveness of corrective actions shall be assessed
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PEMP EMM502
Principle Requirements of ISO p q9000
15. Handling, Storage, Packaging & Delivery•Procedures for handling storage packaging and delivery shall•Procedures for handling, storage, packaging and delivery shall be developed & maintained.
•Handling controls shall prevent damage and deterioration.
•Secure storage shall be provided Product in stock shall beSecure storage shall be provided. Product in stock shall be checked for deterioration.
ki i d ki h ll b ll d•Packing, preservation and marking processes shall be controlled.
•Quality of the product after final inspection shall be maintained. Q y p pThis might include delivery controls.
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PEMP EMM502
Principle Requirements of ISO p q9000
16. Quality RecordsQ li d h ll b id ifi d ll d i d d fil d•Quality records shall be identified, collected, indexed, filed,
stored, maintained and dispositioned.
17. Internal Quality Audits•Audits shall be planned and performed.
•Results of audits shall be communicated to management.Results of audits shall be communicated to management.
•Any deficiencies found shall be corrected.
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PEMP EMM502
Principle Requirements of ISO p q9000
18. TrainingT i i d h ll b id ifi d•Training needs shall be identified.
•Training shall be provided.g p
•Some tasks may require qualified individuals.
•Records of training shall be maintained.
19 S i i19. Servicing•Servicing activities shall be performed to written procedures.g p p
•Servicing activities shall meet requirements
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PEMP EMM502
Principle Requirements of ISO p q9000
20. Statistical TechniquesS i i l h i h ll b id ifi d•Statistical techniques shall be identified.
•Statistical techniques shall be used to verify acceptability of q y p yprocess capability and product characteristics
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PEMP EMM502
Introd ction to ISO 14000Introduction to ISO 14000What is ISO 14000? ISO 14000 is a series of international standards onISO 14000 is a series of international standards on environmental management. It provides a framework for the development of an environmental managementthe development of an environmental management system and the supporting audit program.
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PEMP EMM502
Who should implement ISO 14000?
Any organization: manufacturers and service organizationsAny organization: manufacturers and service organizations. Any activities of each organization may cause the
i t l t d i t h i d tenvironmental aspects and impacts such as noise, dust, waste, contaminants in manufacturing process and uneffectively resources consumption in servicing. These can be minimized by implementing EMS. y p g
Although each country has already had her own i l l i i i bl lenvironmental regulations, organizations are able to apply
ISO 14000 series effectively within their system on voluntary basis and the benefit obtained is not only for organizations themselves but their society also.g y
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PEMP EMM502
How to implement ISO 14000?How to implement ISO 14000?1 Sti l ti th EMS li1. Stipulating the EMS policy • The organization’s top management provides the EMS policy g p g p p y
which is appropriate to the environmental impact.
2 Pl i2. Planning• Specifying the aspects of environmental impact(s).Specifying the aspects of environmental impact(s).
• Considering legislation and other rules relevant to EMS.
• Defining environmental objectives and targets corresponding to the policy.p y
• Conducting an environmental program to attain the objectives and targetsand targets
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PEMP EMM502
H t i l t ISO 14000?How to implement ISO 14000?3. Implementation of the EMS according to the policy
D fi i i i ’ li d ibili i f h• Defining organizations’ outlines and responsibilities for the effective implementation of EMS.
• Providing an appropriate training programme relating to environment to the personnels whose tasks concern penvironmental impact(s) to build up their awareness.
• Defining processes for both internal and external• Defining processes for both internal and external communication.
• Conducting and controlling the environmental management documentation system.
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PEMP EMM502
H t i l t ISO 14000?How to implement ISO 14000?• Controlling the operation of the activities relevant to
environmental impact(s) to attain the specified objectivesenvironmental impact(s) to attain the specified objectives and targets.
B i d t t t th t( ) i l di• Being ready to react to the emergency event(s) including the prevention and mitigation of the environmental i t( ) d b th b tt ( )impact(s) caused by the above matter(s).
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PEMP EMM502
H i l ISO 14000?How to implement ISO 14000?4. Checking and corrective actions• Monitoring and measuring the activities which cause
environmental impact(s).p ( )
• Conducting the corrective and preventive actions of the non conformitynon-conformity.
• Following up the effectiveness of the corrective and preventive actions.
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PEMP EMM502
H t i l t ISO 14000?How to implement ISO 14000?5. Environmental management system review
Th EMS h ld b i di ll i d b h• The EMS should be periodically reviewed by the top management of the organization to ensure that the
t bli h d t i i t ffi i t i l t destablished system is appropriate, sufficient, implemented effectively and improved continually.
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PEMP EMM502
Benefits of ISO 14000Benefits of ISO 14000
Long term cost saving: The resources have been used di tl lti i l i t th i tdiscreetly resulting in less impact on the environment. This consequently minimizes the capital cost.
Trade benefit: The implementation of ISO 14000 i h t d ti ti Thi h lseries enhances trade negotiation. This helps
organizations to maintain market share and become more competitive in penetrating new markets
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PEMP EMM502
Benefits of ISO 14000Benefits of ISO 14000Improving an organization’s image: As the ISO 14000 series involves in improving the environment. p gThe organizations are deemly recognized by the communitycommunity.
Obtaining an EMS certificate: The organizations g gwho comply with the ISO 14001 requirements are entitled to the certificate which can be used for tradeentitled to the certificate which can be used for trade advertisement or publication which will support and promote the organizations’ reputationpromote the organizations reputation.
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PEMP EMM502
S mmar and Concl sionsSummary and Conclusions
• ISO International Standards are accepted worldwide as the method by whichworldwide as the method by which manufacturers and service providers can
hi i i d ffi i iachieve maximum convenience and efficiency in the exchange of their goods and services.g g
• ISO Standards clearly define the steps to be followed by an organization to achievefollowed by an organization to achieve excellence and to improve market share.
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Session ObjectivesPEMP EMM502
Session Objectives
• Definition of terms and facts on benchmarking.
• Where best practice fits in.
O ll h b h ki•Overall approach to benchmarking
• Eight steps to benchmarking in practice Summary• Eight steps to benchmarking in practice. . Summary
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Definition of BenchmarkingPEMP EMM502
Definition of Benchmarking
It is an external focus on internal activities, functions or operations in order to achieve continuous improvement.continuous improvement.
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What is Benchmarking?PEMP EMM502
What is Benchmarking?
Benchmarking can be defined as:
A systematic approach to Business improvement, where BEST PRACTICE is sought and implementedwhere BEST PRACTICE is sought and implemented to improve a process beyond the BENCHMARK
fperformance
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TargetPEMP EMM502
Target
•When all processes have been d i t h th thmeasured against each other, the
'BEST' can be used as the 'TARGET' to be achieved.
Thi T t f h i th•This Target for each process is theBENCHMARK
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BPR and benchmarkingPEMP EMM502
BPR and benchmarking
• Benchmarking is generally classed as a tool of business process re engineering (BPR)business process re-engineering (BPR).
• Processes are sets of activities that, when takenProcesses are sets of activities that, when taken together, produce a result of value to the customer.
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Why Benchmark?PEMP EMM502
Why Benchmark?
Some Reasons For Benchmarking:-
T Wi i Gl b l M k t• To Win in Global Markets
• To Improve Company PerformanceTo Improve Company Performance
• To Gain Competitive Advantagep g
• To Identify and Adopt Best Practices
• To Develop Industry Sector
• To Improve Strategic & Operational Planning * To Achieve WORLD CLASS STANDARD
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Facts about BenchmarkingPEMP EMM502
Facts about Benchmarking
Fact 1
Benchmarking is about recognizing that your organization can and must perform at a higher level: to do so is the firstcan and must perform at a higher level: to do so is the first step.
Fact 2
If you don't measure what you do, you don't know how you are performing: it's that simple.y p g p
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Facts about Benchmarking PEMP EMM502
Contd:Fact 3
It's not rocket-science, but a pragmatic approach to measuring your organization's performance against world-measuring your organization s performance against world-class, best practice.
Fact 4
Today's best practice today will not be tomorrow's which is why benchmarking cannot be a once only activity.y g y y
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Basis of benchmarkingPEMP EMM502
Basis of benchmarking
•It is usually a ONE on ONE study, but can be extended to several organizations so long as best practice is used toseveral organizations so long as best practice is used to make the ultimate comparison.
• Benchmarking is not Kaizen: It is about a STEP change, not slow incremental improvementnot slow, incremental improvement.
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Benchmarking is notPEMP EMM502
Benchmarking is not
• Reinventing the wheel•Confirming that the organization is not worse than it’s competitorsnot worse than it s competitors.• Something entirely new.g y•An end in itself
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Best practice and PEMP EMM502
pbenchmarking
• Best practice is about doing things in the most effective manner and is usually focused on a processeffective manner and is usually focused on a process that is critical to the success of an organization (CSF ) li d i d(CSFs)~ e.g. supplier management~ design and bidding, new product development
• Benchmarking is about objective analysis of t th b t b t tiprocesses to measure the gap between best practice
and current performance.
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Who is achieving bestPEMP EMM502
Practice?• Someone, somewhere is bound to be doing things b tt thbetter than you.• They are likely to be organisations that aim toy y gbecome world-class - if they are not that already.• They may be a competitor though they are more• They may be a competitor, though they are morelikely to be in a different sector altogether.
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Recognizing best practicePEMP EMM502
Recognizing best practice
• Organizations operating in entirely different sectors will have some processes in common. If someone is doing things better you need to knowsomeone is doing things better you need to know how they achieve it.
W ld l i ti h t• World-class organizations have a strong customer-focus, are flexible and aim for continuous improvement. They are also likely to be effective users of IT.
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How To Go About B h ki
PEMP EMM502
Benchmarking• Stage-by-stage,step-by-step approach
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Basic approach to PEMP EMM502
ppbenchmarkingg
The approach involves:- identifying best practice;
measuring the gap between it and your own- measuring the gap between it and your own performance; and- replicating the practices which lead to that best practice.p
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P i f b h kiPEMP EMM502
Preparing for benchmarking•Who is involved in delivering the service? • Why are they involved?• What are they doing?What are they doing?• Why are they doing it?• Is what they are doing adding value?
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B i i b h kiPEMP EMM502
Beginning benchmarking
• Benchmarking begins by identifying perceived critical success factors (CSFs), (typically the strategies:> roles and processes) existing withinstrategies: roles and processes) existing within the organization.Thi f tt ti f•This focuses attention on measures of
performance which are essential to effecting improvement.
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How Benchmarking WorksPEMP EMM502
How Benchmarking Works
• Existing processes are identified and d C i i d b t thmeasured . Comparison is made between other
companies . BEST PRACTICES are identified• Existing processes are adapted to suit and changes implementedchanges implemented• Benchmarking Process is Repeated to
hiachieveWORLD CLASS standards
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T f B h kiPEMP EMM502
Types of Benchmarking
• Internal Benchmarking …Similar op within orgnorgn• Competitive Benchmarking …Product/process with best competitorbest competitor
• Functional Benchmarking.Similar process in same fn outside ones industryoutside ones industry
• Generic Benchmarking ..Process compare with l /exemplars/wcc
• Consultant Study Benchmarking y g847
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PEMP EMM502
T pes of BenchmarkingTypes of Benchmarking• Three major types of benchmarking are:
Performance or operational– Performance or operational– Process or Functional– Strategic
First one deals with technical, pricing,First one deals with technical, pricing, features etc of product or service. Reverse engg is used. Normally competitors productsengg is used. Normally competitors products are ripped apart and studied.
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PEMP EMM502
ContdContd
Second one deals with most effective practices in companies that perform similarpractices in companies that perform similar functions, no matter in what industry. Billi d t h i tBilling,order entry, warehousing etcThird one examines how companies compete p p
and seeks the winning strategies that have lead to competitive adv and market successlead to competitive adv and market success. A matrix showing key success factors can be rated across companiesrated across companies
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I l B h kiPEMP EMM502
Internal BenchmarkingDescription Comparing yourself against a similar process, product, or service within your organizationp , y g
CommentsP t ti l b h ki t i t• Potential benchmarking partners are easier to
identify.• Sharing company confidential data should be easier• Less likely to find substantial improvements.y p• Should be considered first if you are starting to
benchmarkbenchmark850
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C titi B h kiPEMP EMM502
Competitive BenchmarkingDescriptionC i lf i t th t h t t lComparing yourself against the toughest external competitive organization( s)Comments
• Usually easy to identify
M lik l ff i ifi i diff• More likely to offer significant improvement differences
• Less likely to share data• Less likely to share data
• This should be the standard approachpp851
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F ti l B h kiPEMP EMM502
Functional BenchmarkingDescriptionDescription
Comparing yourself against other world class companies p g y g pwho do not compete with you Examples for IBM might be Xerox or MotorolaXerox or Motorola
Comments
• More likely to share data (even sensitive) than directicompetitors
• More likely to have significant performance improvements• More likely to have significant performance improvements
• More difficult to identify the performance improvementso e d cu o de y e pe o ce p ove e s852
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G i B h kiPEMP EMM502
Generic Benchmarkingi iDescription
Comparing yourself to world class companies that are notin your industry, but have similar processes e.g.. Xerox andAmerican Express for customer servicep
Comments
• Harder to identify companies
• Data sharing easier
• More likely to offer significant improvements
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Consultant Study PEMP EMM502
yBenchmarking
DescriptionDescription
Comparing yourself to world class companies by utilizingComparing yourself to world class companies by utilizing a consultant
. Consultant acts as an independent third party and reports averages~ trends or other non-sensitive dataaverages trends or other non sensitive data
Comments
• Does not divert company resource Must pre-educate the lt t h t tconsultant on what you want
• Data usually shared with participating companiesData usually shared with participating companies854
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Benchmarking EvolutionPEMP EMM502
Benchmarking Evolution
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enm
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B fitPEMP EMM502
Benefits
• 'BEST PRACTICES' can be identified and d t d t it i f i ti d/ i fadapted to suit size of organisation and/or size of
process.
• Knowledge can be transferred to initiate better fperformance.
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M h d f b h kiPEMP EMM502
Methods of benchmarking• Literature searches to derive comparisons.
• Information provided by new recruits.
• Customers' and suppliers' feedback.
St d d• Standards.
• Benchmarking clubs - sharing of informationBenchmarking clubs sharing of information.
• Self-appraisal - Benchmarking modelspp g
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Th B h ki PPEMP EMM502
The Benchmarking Process
• Companies manufacturing similar products frequently p g p q yadopt similar manufacturing and business processes.
f i il b i• Measurement of similar processes between companies identifies BEST, AVERAGE or WORST practices.
• The adoption of "Best practice" derived from i i il b i d f t icomparing similar business and or manufacturing
activities normally leads to improved product quality and reduced manufacturing costs.
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There are three stages and PEMP EMM502
eight steps in all1. Agree basis:
- identify the subject of the study
decide upon what process( es) to measure identify-decide upon what process( es) to measure - identify who to benchmark both within your sector and outside.
2. Gather and interpret the facts:
- collect information and data
l fi di d d t i- analyse findings and determine gap.
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The remaining stage and PEMP EMM502
g gstepsp
3. Implement change:p g
- set goals for improvement
- develop action plan
- implement new process( es)
it th ( ) f i t- monitor the process( es) for improvement.
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The Eight Steps of PEMP EMM502
BenchmarkingA logical and structured approach
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Step 1: Identify the subject of PEMP EMM502
the study• Agree on the objective(s) of the study.
• Decide on who to involve internally.
• Define the process( es) (core business or otherwise)• Define the process( es) (core business or otherwise).
• Identify the scope.Identify the scope.
• Set the limits for the study.
• Agree on the process( es).
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Step 2:D id h t t
PEMP EMM502
Decide upon what to measure
•Produce a flow chart of the process(es).
• Examine the elements of the process(es).
•Establish measures of performance.
•Verify that measures match objective(s).
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Step 3:Id tif h t b h k
PEMP EMM502
Identify who to benchmark
• Identify main competitors and rising stars.Identify main competitors and rising stars.
• Agree those to benchmark.
• Identify out-of-sector comparisons.
• Identify world-class, best practice
(invariably outside own sector).
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Step 4:C ll i f i d d
PEMP EMM502
Collect information and data
• Draft a checklist or questionnaire.Draft a checklist or questionnaire.
• Pilot the checklist/questionnaire.
• Conduct structured interview(s).
• Write-up the results and agree with interviewees.
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Step 5:Analyse findings and determine
PEMP EMM502
Analyse findings and determine gapg p
• Score answers/responses and weight them (if )necessary).
• Analyse qualitative responses• Analyse qualitative responses.
• Summarize findings.g
• Measure gap between one's own performance and that of others
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PEMP EMM502
Step 6:Set goals for improvement
• Identify goals for performance improvement.
• Establish criteria for measuring performance.
• Prepare and circulate action plan.
A ti l d il t• Agree action plan and milestones.
• Communicate actions to all stakeholdersCommunicate actions to all stakeholders.
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PEMP EMM502
Step 7 Implement ne orderStep 7: Implement new order
• Draft new procedures.Draft new procedures.
• Communicate procedures to all stakeholders.
• Train those affected by the new order.
• Implement new process(es).
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PEMP EMM502Step 8:Monitor the process forMonitor the process for
improvementp• Conduct regular review meetings.g g
• Observe progress of best practice organization.
• Determine if corrective actions are required.
• Document any further changes and communicate them to all stakeholders.e o s e o de s.
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PEMP EMM502
In s mmarIn summary• Benchmarking is a snap-shot. For it to have real value,it must form part of a process of continuousit must form part of a process of continuousimprovement.
• The aim is to identify best practice in key processes (or CSFs) and to measure your organization's(or CSFs) and to measure your organization s performance against it.
• The resultant gap represents the challenge for the organization.o g o .
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PEMP EMM502
Concl sionConclusion
Organizations must realize the synergy of people, information and technology.
InformationPeople Information
Technology
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PEMP EMM502
Additional reading materialf t d tfor students
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PEMP EMM502
BenchmarkingBenchmarking
• Benchmarking• BenchmarkingEvolution of benchmarking Concepts Advantages gLimitations of benchmarking Areas to bench mark Levels and types of bench marking Bench marking process g pRole of benchmarking in TQM
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PEMP EMM502
BasicsBasics
• What is Benchmarking?It is defined as “measuring our perf against the best– It is defined as “measuring our perf against the best-in-class companies,determining how they achieve those perf levels and using the info as a basis for ourthose perf levels and using the info as a basis for our company’s targets, strategies and implementation”‘Best in class /best practices’ refers to the approaches that– Best -in-class /best practices refers to the approaches that produce exceptional results, are usually innovative in terms of use of technology or human resources and are recognised as gy gsuch by customers or industry experts.
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PEMP EMM502
Essence of BenchmarkingEssence of Benchmarking
• It is ‘moving from where we are to where we want to be ’want to be.
• A Benchmark is a point of reference against which things d It t k fare measured. It takes many forms:
– Questions about products or services----• How many• How much time• How much money• How reliable
S• Scrap rate --etc
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PEMP EMM502
EvolutionEvolution
• Henry Ford did it-----Chicago Slaughter house?house?
• Toyota did it-----US Supermarket y preplenishment?
• Xerox made it into a system.Xerox made it into a system.– Pioneers in instituting benchmarking process– When they first studied their competitors they found
• Manu cost in xerox=Japanese selling price in US.• Number of suppliers five times more• Assembly line rejects ten times higher• Defects in machines seven times higher
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PEMP EMM502
ContdContd----• Initially employees refused to believe that
someone else could be better but when factssomeone else could be better ,but when facts were shown typical reaction of denial—dismay-frustration-actionfrustration action
• Results wereC t P d t d f t• Concurrent engg—Product dev very fast
• Cross functional teams and flat orgnQ %• Quality improved by 60%
• Manu cost reduced by 50% M t l did i il iMotorola did a similar exercise
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PEMP EMM502
Ad antagesAdvantages
• Better understanding of own processes & NVAS ti d it h t d t t• Saves time and money as it has to adapt not invent.
• Focuses on processes and not products and so can take input from industries in other fieldscan take input from industries in other fields
• Targets get accepted faster• Basis for training
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PEMP EMM502
LimitationsLimitations
• Benchmarking has to be done continuously as new technologies would create quantum perfnew technologies would create quantum perf improvement.
• It needs a culture of improvement in place and unless these basics are there like—good HR, g ,good process controls, information systems etc it could be disruptivecould be disruptive
• Competitor benchmarking not very easy.
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PEMP EMM502
Areas to BenchmarkAreas to Benchmark
• Customer service levelI t t SCM• Inventory mgt,SCM
• Purchasing practicesg p• Ancilliarisation
Billi d ll ti• Billing and collection• Quality control processQ y p• Warehousing and distbn
T t ti• Transportation
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PEMP EMM502
General g idelinesGeneral guidelines• Do not go on a fishing trip---decide area to
benchmark do a thorough study of that areabenchmark, do a thorough study of that area .• Use company people. Small teams and
implementersimplementers.• Don’t expect to learn about new products• Respect confidentiality and be ready to
exchange info.g• Four phases are---Planning, Analysis,
Integration,ActionIntegration,Action
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PEMP EMM502
Process of BenchmarkingProcess of Benchmarking
•See the exhibit ---------------No 1
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PEMP EMM502
Some iss esSome issues
• Vital to have top mgt support• Training• Team activity• Team activity• Ongoingg g• Structured approach is needed• Best weapon against complacency
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PEMP EMM502
ContdContd• Focus of benchmarking
– A benchmarking exercise generally does not cover– A benchmarking exercise generally does not cover the entire range of another company’s process.
– See exhibit-----------------No 2See exhibit No 2
Gap analysisGap analysisHelps in drawing a ‘spider’ chart of the company
See exhibit No 3See exhibit------------No 3
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PEMP EMM502
ContdContd----
• TQM– Means having a system of mgt for total
quality. It is a total, companywide effort q y p ythrough full involvement of the entire workforce with a focus on continuousworkforce with a focus on continuous improvement to achieve maximum possible customer satisfactioncustomer satisfactionSO BENCHMARKING PLAYS A VITAL ROLE IN THE ROAD TO TQM
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PEMP EMM502
Case St dCase Study
• Refer handout about SCM in Xerox
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PEMP EMM502
Business Process Re-E i iEngineering
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PEMP EMM502
B i i iBusiness process reengineering
• Principles ConceptsConcepts Applications B fit d li it ti f i iBenefits and limitations of reengineering, Reengineering process and its relevanceReengineering process and its relevance to TQM
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PEMP EMM502
DefinitionDefinition• According to Michael Hammer of the USA who coined
the word ‘re-engineering’,the definition is:the word re engineering ,the definition is:– “The fundamental rethinking and radical design of business
processes to achieve dramatic improvements in critical contemporary measures of performance such as cost,quality,service and speed”
– Radical redesigning involves tossing out existing procedures and reinventing the process not justprocedures and reinventing the process, not just incrementally improving it. The goal is to achieve quantum leaps in performance
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PEMP EMM502
Wh Re engineering?Why Re-engineering?• For organisations that want to survive and grow----
Improvement is a compulsionp p• For thriving, Dramatic improvement is often the only way
to success• Some of the symptoms that signal that it is time :
– Taking too long for the products to move its products from conception to the market place as compared to competitors
– Budgeting process is too complexService is not meeting customer needs– Service is not meeting customer needs
Success needs fundamental understanding of processes,creative thinking to break away from old tradition and effective use of IT.
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PEMP EMM502
T o e amplesTwo examples• Pepsi embarked on a program of reengineering it’s key
business processes such as selling an delivery, equipt p g y q pservice and repair, procurement
• In selling customer reps typically experience stock-outs of as much as 25% of products by end of day.
• Many other routes wd return with overstock ,thus increasing transport costs
• By redesigning the system to include hand held t th t d fi d d li th tcomputers,the customer reps cd confirm and deliver that
day’s order and also take a future order for the next delivery to the customerdelivery to the customer
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PEMP EMM502
Ins rance companInsurance company
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PEMP EMM502
HistorHistory• The concept of re-engg has been around for two decades. Prodn
orgns have been doing concurrent engg, cellular manu, lean prodn, pull system fms etcpull system fms etc..
• In recent times rapid advances in IT and its application have been a major enabler of BPR.j
• In 1990,Champy and Hammer presented the idead of BPR.They coined the word in 1993.Their argument was that most business processes had become antiquated and ineefective/inefficient andprocesses had become antiquated and ineefective/inefficient and hence needed to be completely redesigned. They advocated RADICAL REDESIGN as compared to the incremental approach
i t d ith CI AND TQMassociated with CI AND TQM.
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PEMP EMM502
Principles of Re engineeringPrinciples of Re-engineering• There are seven rules :
– Organise around outcomes Not tasks So hand-offs get reducedOrganise around outcomes ,Not tasks.So hand offs get reduced– Have those who use the output of the process perform the
process– Merge information collection and subsequent processing into
one.– Treat geographically dispersed resources as though they work
centralisedLink parallel activities instead of integrating their results– Link parallel activities instead of integrating their results
– Put the decision point where the work is performed and build control into the processcontrol into the process.
– Capture information once—at the source
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PEMP EMM502
ApplicationApplication• Assuming that a co has decided that its` processes
are ineffective and inefficient,the foll are the majorare ineffective and inefficient,the foll are the major steps the co shd embark on to redesign the process
i Develop business vision and process objectivesi. Develop business vision and process objectivesii. Identify processes to be redesignediii U d t d d i tiiii. Understand and measure existing processiv. Identify IT levelsv. Design and build a prototype of the process
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PEMP EMM502
E ample BPR at FORDExample—BPR at FORD
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PEMP EMM502
Essence of BPREssence of BPR• At the heart of reengineering ,is the notion of discontinuous thinking
of organising and breaking away from the outdated rules and fundamental assumptions that underlie operations Unless thesefundamental assumptions that underlie operations.Unless these rules are changed, break-throughs in perf are extremely difficult
• Quality and customer service are increasingly becoming the pry y g y g p yfocus of any co. However the employees are more educated, want a greater say in their careers. Old work/orgn structures and technology which have not kept pace with the new customer/mkttechnology which have not kept pace with the new customer/mkt realities need to be completely overhauled. Otherwise there is a fear of employees confusing the narrow goals of their depts for the larger goals of the process/companygoals of the process/company.
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PEMP EMM502
Three R’s of Re engineeringThree R’s of Re-engineering
• Rethink• Redesign• Retool• Retool
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PEMP EMM502
Req irementRequirement• The process selected must be a Core process which is very vital for
the success of the co and must also have great scope for breakthrough improvements.
• We must also understand that Re-engineering involves massive lay-offs and large cash outflows for IT and automationoffs and large cash outflows for IT and automationChoice of critical processStrong leadershipStrong leadershipCross-functional teamsITITClean slate philosophyProcess analysisProcess analysis
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PEMP EMM502
Ser ice Ind strService Industry• Service fn puts an enormous pressure on the front line
employeeemployee• Customer hostility persists despite speed and courtesy,
due to inability of service provider to maintaindue to inability of service provider to maintain consistency
• Also frequent problem is delay due to inability of service• Also frequent problem is delay, due to inability of service employee to make pertinent and satisfying decisions when confronted by an impatient customerwhen confronted by an impatient customer.
• So the concept of reengineering holds good promise in service sectorservice sector
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PEMP EMM502
ContdContd-----
• Points to be addressedMake the customer the starting point for change– Make the customer the starting point for change
– Design work processes in light of orgn goals– Restructure to support front-line perfIn achieving above three dimensions of the service orgn g g
would get involvedThe human dimensionThe work process dimensionThe technology dimensionThe technology dimension
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PEMP EMM502
Q alit and ReengineeringQuality and Reengineering• Quality movement as understood has clearly brought out
the philosophy of encouraging participation, systematicthe philosophy of encouraging participation, systematic study, measurement and verification of results
• If re-engg is driven only by top mgt without support andIf re-engg is driven only by top mgt without support and understanding of the rest of the orgn ,it may end up as a failurefailure.
• So TQM is reqd to support BPR
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PEMP EMM502
Continuous Improvement pvs BPR
• Both fall under the TQC umbrella• One leads to incremental change and the other to• One leads to incremental change and the other to
dramatic improvement• While CI is a routine affair and the mainstay BPR is• While CI is a routine affair and the mainstay ,BPR is
necessary in certain situations when CI cannot deliver the Leap frog resultsthe Leap-frog results.
• There are major difference in approach and so FIRSTLY it is very imp to investigate and appreciate theit is very imp to investigate and appreciate the problem.One has to decide whether a certain process requires major surgery(BPR) or minor healing(CI)requires major surgery(BPR) or minor healing(CI)
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PEMP EMM502
TQM and BPRTQM and BPR
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PEMP EMM502
CONTDCONTD-----
• Major differences:Mgt involvement– Mgt involvement
– Intensity of Team member involvement– Improvement goals– Implementation approachp pp– Magnitude of organisational change– Extent of focusExtent of focus– Dependence on IT systems
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PEMP EMM502
The Re engg processThe Re-engg process• It is a six step plan;
– State a case for action-----Need & Vision statement– State a case for action-----Need & Vision statement– Identify the process for reengg—Critical to
strategy most likely to succeed costs etcstrategy,most likely to succeed, costs,etc– Evaluate enablers---IT solutions,Orgn culture
Understand the current process Flow charting etc to– Understand the current process—Flow charting etc to classify into VA,NVA,WASTE
– Create a new process design—Start with a cleanCreate a new process design Start with a clean slate to eliminate ALL waste
– Implement the reengineered process—Implement the reengineered processLeadership,Support from line mgrs,Trg
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PEMP EMM502
T l d T h iTools and Techniques
• Inductive thinking• Flow charting• Creative Process redesign• Creative Process redesign• Process benchmarkingg• Simulation• Reengg software
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PEMP EMM502
St ll t kSteps generally taken
• Outsourcing one or more operations• Eliminating a product line• Eliminating a product line• Reducing the number of suppliers
D i i• Downsizing• Flattening the layers of mgt• Investing in automated equipt• Significant improvement of process flowsSignificant improvement of process flows
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PEMP EMM502
R d TQMRe-engg and TQM
• Michael hammer opines that the concepts are compatible and actually complement each other
• TQM----contributed Team work,Worker participation,empowerment,CFT,process analysis and measurement,supplier involvement and benchmarking, pp g
• Also TQM advocates CI whereas reengg is about radical change thru process innovationFi tl th i h d til it f l lif i t hi h• Firstly the process is enhanced until its useful life is over ,at which point it is reengineered.Then enhancement is resumed and entire cycle repeats again.
• SEE THE FIG IN NEXT SLIDE—This is how both mutually reinforce each other
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H TQM d fit t th
PEMP EMM502
How TQM and re-engg fit together
Process perfQ=Quality prog=tqm
p
R
R=reengg prog=bpr
Q
R reengg prog bpr
TimeTime
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Comparison---TQM vs BPRpSimilarities
Similarities BPR tqmq
Basis of analysis processes processes
Perf measurement rigorous rigorous
Orgn change significant significant
Behavioural change
major majorchangeTime reqd substantial substantial
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C td DiffContd-----Differences
Level of change radical incrementalLevel of change radical incrementalStarting point Clean slate Existing process
participation Top down Bottom upT i l Broad cross N ithiTypical scope Broad,cross
functional-conceptNarrow,within fns or system
risk high moderatePrimary enabler IT StatisticsPrimary enabler IT StatisticsType of change Cultural and structural cultural
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PEMP EMM502
Benefits of Re enggBenefits of Re-engg
• Orgn can achieve radical changes in perf—cost, cycle time service quality etccycle time, service, quality etc
• Boosts competitiveness thru simpler,leaner processes
• Encourages NEW thinkingEncourages NEW thinking• Break thru improvements are at the heart of
E llExcellenceand the right tool in the Globalised scene.g
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PEMP EMM502
Li it ti f RLimitations of Re-engg
• It is not simple or easy. Requires enormous amount of time and resourcesamount of time and resources.
• Resistance to change is a major issue and each g jco has to evolve its own road map to sort out this issue---the people who will be max affectedthis issue the people who will be max affected are the people you want to contributeN t i t f ll d ll• Not appropriate for all processes and all orgns
• Must use IT.
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PEMP EMM502
S mmarSummary
• The details of ISO Quality Mgt Systems h b di dhave been discussed
• Various types of Benchmarking andVarious types of Benchmarking and methodology of the same have been i t d dintroduced
• Definition of BPR;its methodology have• Definition of BPR;its methodology have been introduced
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PEMP EMM502
End of SessionEnd of Session
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PEMP EMM502
Session 10Session 10
Class presentationsAssignment issues
Case studyCase study
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