total quality management my ppt-ani edit
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Total Quality Management
Introduction
• Total – Made up of the whole(or) Complete.
• Quality – Degree of Excellence a product or service provides to the customer in present and future.
• Management – Act , art, or manner of handling , controlling, directing, etc.
TQM is the art of managing
the whole to achieve excellence.
Definition
Total Quality Management (TQM) is a management strategy aimed at embedding awareness of quality in all organizational processes.
Guru’s of TQM
•Walter A. Shewhart - TQC &PDSA
•W. Edward Deming - 14 Points & PDCA
•Joseph M. Juran - Juran’s Trilogy
•A. Feiganbaum - Customer requirement,CWQC,Employee Involvement, TQC.
Guru’s of TQM• Kaoru Ishikawa-Disciple
of Juran & Feigenbaum. TQC in Japan, SPC, Cause &Effect Diagram,QC.
• Philips.B.Crosby. Four Absolutes-Quality-Req, Prevention of NC,Zero Defects & Measure of NC.
• Taguchi.G-Loss Function
Benefits of TQM
• Improved Quality Awareness
• Employee Participation • Internal & External
Customer Satisfaction• Improved Productivity• Improved Communication• Cost Saving• Profitability & Market
Share
Team building & team work
"Quality is everyone's business"We all contribute to the success of our
business.We all can contribute to making it better.
improvement, quality, team building & INNOVATION
"We find new ways of doing things."Groups of people are trained and are continuously working to find better ways of doing thing.”These
are known as Quality Improvement Teams.
Quality systems
"New standards become new ideas"Once we have found new ways of doing things, we incorporate them in our Quality Systems.ISO 9001 was the foundation, now we start to
build the house.
Training for quality
"Training for quality"Training course are being carried out that will
provide us all with thenecessary skills to identify and eliminate
waste
customer services-continuous improvement
"Quality improvement is a continuous process"The journey on the road to total quality is one of
continuous improvement. As we get better, so does our competition.
Total customer satisfaction
"Total customer satisfaction"Being the best in the business will bring
satisfaction, rewards and greater security to all of us.
Total quality management
Obstacles
• Top management commitment• Changing Organization Culture• Improper planning• Continuous Training & Education• Empowerment & Teamwork• Continuous Improvement• Organization Structure & Departments
INTRODUCTION:• Quality as a competitive weapon.• And that is the reason for the growing move
to ISO 9000 certification.• iso in Greek means equal, and ISO wanted to
convey the idea of equality
• The International Standards Organization (ISO), in Geneva, Switzerland, was founded in 1946 to develop a common set of standards in manufacturing, trade and communications.
• It is composed of the national standards institutes and organizations of 97 countries worldwide, including the American National Standards Institute (ANSI).
Why is ISO 9000 Important?
• ISO 9000 is important because of its orientation.
• ISO 9000 is important because of its international orientation.
• ISO is also important because of its systemic orientation.
• E.g. ITC Hotel Maurya Sheraton was the first hotel in India to get ISO 14001.
KAI Change
ZEN Good(for the better)
KAIZEN = Continual Improvement
kaizen
KAIZEN Umbrella-Continuous Improvement
• Customer Orientation• 5 S• TQC• Zero Defect• TPM• QC’s• JIT• Quality Improvements
Stages of Total Quality Management
The development of quality management can be defined in four stages (Dale and Plunkett, 1990) :
• (1) Quality inspection stage;• (2) Quality control stage;• (3) Quality assurance stage;• (4) Total quality management stage.
Stages of Total Quality Management
• 1) Quality Inspection stage :Quality management started with simple inspection-based systems. Under such a system, one or more characteristics of a product are examined, measured or tested and compared with specified requirements to assess its conformity
• 2) Quality Control Stage : Under a system of quality control, product testing and documentation control became the ways to ensure greater process control and reduced non-conformance.
• 3) Quality Assurance Stage : In this stage, an organization sets up a system for controlling what is being done and the system is audited to ensure that it is adequate both in design and use.
• 4) Total Quality Management Stage :Total quality management stage is the highest level, involving the application of quality management principles to all aspects of the business. Total quality management requires that the principles of quality management be applied in every branch and at every level in an organization.
Elements for Success
• Management Support• Mission Statement• Proper Planning• Customer and Bottom Line Focus• Measurement• Empowerment• Teamwork/Effective Meetings• Continuous Process Improvement• Dedicated Resources
The Continuous Improvement Process
Measu
rem
entM
easu
rem
ent
Measurement
Empowerment/ Shared Leadership
Process Improvement/
Problem Solving
Team Management
Customer Satisfaction
Business Results
Measurement
7 Tools of Quality Improvement
• Check sheets used to gather information on problem under investigation – where and how much
• Pareto Diagram – the so called 80-20 chart used to identify the “vital few” that cause the most problems – helps to focus the improvement studies
• Histogram – shows stratification in production
• Scatter Diagram – used to identify relationships between variables
• Flow Charts – describes, visually, the process under study. Allows teams to focus on problem areas and structural issues
• Cause-and-effect diagrams – also called fishbone diagrams relates relationships between various factors influencing the problem under study.
• Control Chart – charts of SPC to that assess status of the problem under study
DEMINGS CYCLE
The Deming Cycle or PDCA Cycle
Adopt the change as a permanent modification to the process, or abandon it.
PLAN
CHECK
DOACT
Plan a change to the process. Predict the effect this change will have and plan how the effects will be measured
Implement the change on a small scale and measure the effects
Study the results to learn what effect the change
had, if any.
Juran's Trilogy
Quality Planning
Identify the CustomersDetermine the customer’ needsDevelop a processProve process capability
Quality Control
Choose control Subjects (What to Control)Choose Units of measurementsEstablish MeasurementEstablish Standards of performanceMeasure actual performanceInterpret the differenceTake action on the difference
Quality Improvement
Prove need for improvementIdentify specific projects for
ImprovementsOrganize to guide & DiagnosisTo find causesProvide RemediesProve remedies for effective in
operating conditionsControl the gains
TOTAl PRODUCTIVE MAINTENANCE (TPM)
• TPM – Meaning :
TPM is a partnership between the maintenance and production organization to improve product quality, reduce waste, reduce cost, increase equipment availability and improve maintenance state
TYPES OF MAINTENANCE
• Corrective (or) breakdown maintenance
It implies that repairs are made after failure of machine or equipment
• Scheduled (or) Routine maintenance It is a stitch-in-time procedure
aimed to avoiding breakdowns
• Preventive maintenance It is carried out before the failure
arises (or) prior to the equipment actually breakdowns. E.g. Overhauling & Periodic upkeep.
• Predictive maintenance Equipment Condition evaluated
periodically and maintenance carried out.
OBJECTIVES OF TPM
Improve Equipment EffectivenessAchieve Autonomous Plan Maintenance To Train all staff in maintenance skills To Zero Breakdowns
Statistical process control (spc)
•What is a process ????????
Inputs PROCESS Outputs
A process can be described as a transformation of set of inputs into desired outputs.
WHY STATISTICS?THE ROLE OF STATISTICS ………
USLT
LSL
Statistics is the art of collecting, classifying, presenting,
interpreting and analyzing numerical data, as well as making conclusions about the system from
which the data was obtained.
Statistical Process Control (SPC)
• Measures performance of a process• Uses mathematics (i.e., statistics)• Involves collecting, organizing, &
interpreting data • Objective: Regulate product quality• Used to– Control the process as products are
produced– Inspect samples of finished
products
CONTROL CHART
Functions of a Process Control System are :
To signal the presence of assignable causes of variation
To give evidence if a process is operating in a state of statistical control
CONTROL CHART
Time
Varia
ble
Valu
es Upper Control Limit
Central Line
Lower Control Limit
Essential features of a control chart :
Essential features of a control chart
• Show changes in data pattern– e.g., trends
• Make corrections before process is out of control
• Show causes of changes in data– Assignable causes
• Data outside control limits or trend in data
–Natural causes• Random variations around average
Control Chart Types
ControlCharts
RChart
VariablesCharts
AttributesCharts
`XChart
PChart
CChart
FEEDBACK
Comment Card Customer Questionnaire Focus GroupToll-Free Telephone Customer Visit Report card Internet & Computers
Benefits of Feedback
Customer Dissatisfaction Quality Priorities Performance AppraisalCustomer Needs-
Requirements in DesignImprovements in Every StageCustomer Retention
THANK YOU