Professional Documents
Culture Documents
QUALITY IS .the QUALIFIER! Doing it right first time and all the time. This boosts Customer satisfaction immensely and increases efficiency of the Business operations. Clearing the bar (i.e. Specification or Standard stipulated) Excellence that is better than a minimum standard. Quality and customer expectations Quality is also defined as excellencein the product or service that fulfills or exceeds the expectations of the customer. There are 9 dimensions of quality that may be found in products that produce customer-satisfaction. Though quality is an abstract perception,it has a quantitative measure- Q= (P / E ) , where Q=quality, P= performance(as measured by the Mfgr.), and E = expectations( of the customer).
Performance: Primary product Characteristics Features: Secondary characteristics, added features Conformance: Meeting specification or industry standards, Reliability: Consistency of performance over time, average time for the unit to fail Durability: Useful life, Service: Resolution of problems and complaints Response- of Dealer/ Mfgr. to Customer: Human to human interface Aesthetics of product: exterior finish Reputation- of Mfgr./Dealer: Past performance and other intangibles, such as being ranked first
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Benefits of Quality
Higher customer satisfaction Reliable products/services Better efficiency of operations More productivity & profit Better morale of work force Less wastage costs Less Inspection costs Improved process More market share Spread of happiness & prosperity Better quality of life for all.
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TQM implementation
Begins with Sr. Managers and CEOs Timing of the implementation process Formation of Quality council Union leaders must be involved with TQM plans implementation Everyone in the organisation needs to be trained in quality awareness and problem solving Quality council decides QIP projects.
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Quality Elements
Definition Priorities
Previous state
TQM
Customer-Oriented First among equals of Service and cost Long Term Prevention System Everyone Teams Life-cycle costs, partnership Delegate, coach, facilitate and mentor
Product Oriented Second to Service and Cost Short-term Detection Operations Quality Control Manager Price
Managers Role
ISO 9000
The international Organization for Standardization (ISO) was found in 1946 in Geneva, Switzerland. Its mandate is to promote the development of international standards to facilitate the exchange of goods and services worldwide. The ISO technical developed a series of international standards for quality systems, first published in 1987. Most of the countries have adopted the ISO 9000 series as their national standards.
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These standard seek to ensure that a company has in place the necessary organization, commitment and systems to consistently meet the defined quality and performance standard. By design, the series can be tailored to fit any organizations needs whether it is large or small. It can be applied tomanufacturing as well as services sectors. In very simplified terms, the standards require an organization to say what it is doing to ensure quality then do what it says and finally document or prove that it has done what it said.
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Kaizen
Kaizen is a Japanese word. It means continuous improvement process of creating more value and less nonvalue adding waste. Kaizen is not just a philosophy of the workplace, it means continually improving in every facet of life, including business, industry, commerce, government, and diplomacy, among others. It involves incremental improvement involving everyone. The improvements are usually accomplished at little or no expense without sophisticated techniques or expensive equipments. If focuses on simplification by breaking down complex processes into their sub-process and then improving them.
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Kaizen can be regarded as culture that encourages suggestions by operators who continually try to incrementally improve their job or process. Kaizen helps to achieve process more efficient, effective, under control and adaptable. Kaizen training has focused on both philosophical and cultural concepts and is based on the belief that the development of an individuals skill benefits both the company and that individual, and that people constantly aim for self-improvement
Six Sigma
Sigma () is Greek symbol, used for statistical measurement of dispersion called standard deviation. Smaller the value of sigma, less variability in the process. Six sigma simply means a measure of quality that strives for near perfection. A defect is any mistake that results in customer dissatisfaction. Six sigma is a disciplined, data-driven approach and methodology for eliminating defects. To achieve six sigma, the process must not produce more than 3.4 defects per million opportunities. Six Sigma statistically ensures that 99.9997% of all products produced in a process are of acceptable quality.
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Six Sigma
Six Sigma methodology provides the techniques and tools to improve the capability and reduce the defects in any process. It was started in Motorola, in its manufacturing division, where millions of parts are made using the same process repeatedly. Eventually Six Sigma evolved and applied to other non manufacturing processes. Today you can apply Six Sigma to many fields such as Services, Medical and Insurance Procedures, Call Centers.
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Define Determine benchmarks, Set Base line, Determine Customer Requirement, Get customer commitment, Map Process Flow
Measure Develop defect measurement, Develop data collection process, Collect data, Create forms, Compile and display data
Analyze Verify data, Draw conclusion from data, test conclusions, Determine improvement opportunities, Determine root causes, , Map causes to effect
Improve Create improvement ideas, Create models, Experiment, Set Goals, Create problem statement and solution statement, Implement improvement Method
Control Monitor improvement process, measure improvements statistically, Assess effectiveness, Make needed adjustment.
66,810 22,750
3.0 3.5
6,210
4.0
1,350
4.5
233
5.0
32
5.5
3.4
6.0
Location of 6-sigma
AIM of JIT
To produce or operate to meet the requirements of the customer exactly without waste immediately on demand. The JIT concept identify operational problems by tracking the following:
Material Movements:- material stops, diverts, turns backwards, Material accumulation:- buffer for problems, excessive varriability Process Flexibility:- an absolute necessity for flexible operation and design Value added efforts:- when much of what has done does not add value and the customer will not pay for it.
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A certain proportion of defective will always occur in any manufacturing process, however, if the percentages doesnt exceed a certain limit, it is often more economical to allow the defective to go through rather than to screen entire lot. This limit is called Acceptable Quality level. In other words, the maximum percent defective or maximum number of defects per 100 units which can be considered satisfactorily as a process average is termed as Acceptable Quality level. Sampling procedures are adopted under practical and economic considerations to accept or reject a lot on the basis of the sample drawn at random from the lot. Hence it is necessary that a scientifically designed sampling plan is used to provide adequate confidence and protection to the manufacturer and the customer very economically.
Formation of lots
Formation of lots will have to be planned with respect to the following: Type of lot(Stationary lot or moving lot) Size of the lot. Homogeneity of the lot. Accessibility of item in the lot.
Stationary and moving lot In a stationary lot items are presented simultaneously, all the sample items may be obtained at one time in a moving lot, as the lot moves past the point of inspection, one or a few items are selected at a time. In many situations stationary lots offer advantages over moving lots.
Size of lot The general rule in the formation of lots is to make the lot size as large as possible provided that a reasonable degree of homogeneity is maintained. But size of lot will have to be limited on account of the following factors: The formation of larger lots may result in the inclusion of items differing more widely in quality. The production or supply of material may be such that the accumulation of large lots will be over a long period. Due to shortage of space and handling problems. The economic consequences of rejection of larger lots because of the cost of scrapping, the cost of detailed inspection or the cost of reworking them. In forming a lot, therefore, compromise is to be made in respect of its size.
Homogeneity of lots As the efficiency of sampling depends on the degree of homogeneity of the lot, efforts should be made not to have a mixed lot as far as possible and to confine the lot to materials or products originating from essentially similar condition. Accessibility of item in the lot It is also important from the point of view of convenience of inspection that the lot is easily identifiable and should have easy access to all parts of the lot to select representative sample.
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Drawing of Sample
Ascertain the lot size Refer the sample size code letters table Form the column indicating lot/batch size, identify the class to which the population belongs. Identify the letter (alphabet) from: General Inspection Level- II corresponding to population class. General Inspection level II shall be normally used unless otherwise instructed. Refer to table titled Single sample plan Normal Inspection using the identified letter (alphabet) of General Inspection Level II. Use the decided value of AQL for acceptance and rejection.
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