Total Quality Management TQMB15-5

Session 01 Basic Concepts on Quality

Management

What Is Quality?

Quality does not have the popular meaning of best in

any absolute sense. It means best for certain customer
conditions . These conditions are (a) the actual use and
(b) the selling price of the product. Product quality cannot
be thought of apart from product cost.
Feigenbaum (1983)
Narrowly interpreted, quality means quality of product.
Broadly interpreted, quality means quality of work, quality
of service, quality of information, quality of process,
quality of division, quality of people, including workers,
engineers, managers, and executives, quality of systems,
quality of company, quality of objectives, etc.
Kaoru Ishikawa (1985)
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Changing Business Conditions

Competition
Customer focused organization
Higher level customer expectation
Performance improvement
Changes in organization forms
Changing workforce
Information revolution
E-commerce
Role of Quality department

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Some Fundamental Issues

I got a big order to be delivered within next 2 days....this

requires increase in production rate without increasing
manpower....this increases defective products....however,
increasing quality will reduce productivity....what should
be done?

If I need higher quality product....my cost will

increase....my profit will decrease....what can be done?

Increase in quality requires operations at a reduced

speed....I cannot afford that....it increases my cycle time
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Some Relationships

Quality and Productivity

Quality and Cost
Quality and Cycle time
Quality and Value

Assume 100 units can be produced in 20 hours; Material

Cost = 40/unit; Employee cost = 50/hour; Price = 80;
Scrap value = 75; Rework = Extra 6 minutes
Compare Profit and Average Cycle time between
5 scrap and 10 rework
2 scrap and 5 rework
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TQMB15-5 Evaluation Components

and Tentative Grading

Mid-term Examination (Open book, Laptop) 20 Marks

Assignments on DMAIC/VSM (Group) 10 Marks
Six sigma DMAIC Project (Group) 20 Marks
Six Sigma (DMAIC/DFSS) or Lean Sigma (VSM)
Examination on Minitab, R and Excel Application (Laptop
based) 20 Marks
End-term Examination (Open book, Laptop) 30 Marks
Get at least 40 marks out of 100 marks
To avoid D+, D or F
Get at least 80 marks out of 100 marks
To ensure A or A+
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Some Well Known Contributors in the

Field of Quality

Walter A Shewhart
Kaoru Ishikawa
W. Edwards Deming
Joseph Juran
Philip Crosby
Armand Feigenbaum
Genichi Taguchi
Shigeo Shingo
Masaaki Imai
Noriaki Kano

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Developing Quality Culture

Goals &
Measurement
Recognition &
Rewards
Participation

Leadership

Self-development
& Empowerment

Departmental
quality activities

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Some Obstacles Deming

Neglecting long-range planning

Relying on technology to solve problems
Seeking examples to follow rather than developing
solutions
Excuses, such as "our problems are different"
Obsolescence in school that management skill can be
taught in classes
Reliance on quality control departments
Placing blame on workforces
Relying on quality inspection rather than improving
product quality
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Teams

Quality council

Quality project team

Project champion/ Project team leader/ Recorder/
Team member/ Facilitator

Workforce team
Normally through Quality circle
Benefits on people attitude and behavior

Self-directed team
Contradicts Taylors system of work design
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Do You Know?

World Quality Day

Every year 2nd Thursday of November
This year 10th November, 2016
Making operational governance count

WQD was started in 1989 by the quality organizations of

USA (ASQC - American Society for Quality)
Europe (EOQ - European Organization for Quality) and
Japan (JUSE - Union of Japanese Scientists and
Engineers)

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