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Customer Expectations

Customer Expectations. Standards Certifications Inspections Packaging Others. Standards. Identify applicable product standards Identify applicable test standards Understand and implement. Certifications. Quality Management System (ISO 9001:2008)

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Customer Expectations

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  1. Customer Expectations • Standards • Certifications • Inspections • Packaging • Others

  2. Standards • Identify applicable product standards • Identify applicable test standards • Understand and implement

  3. Certifications • Quality Management System (ISO 9001:2008) • Environmental Management System (ISO 14001:2004) • OHSAS 18001:2000 • CE Mark

  4. Inspections • Second party inspection • Third party inspection • Self inspection

  5. Packaging • Proper packaging material • Export worthy packaging • Usage of symbols • Counter presence • Packaging cost

  6. Others • Cleanliness • Finish • Compliance • Timiliness • Variation

  7. Methods • Benchmarking • Reliability Studies • FMEA • QFD • Six Sigma

  8. Six Sigma

  9. What is Six Sigma? • Philosophy: We should work smarter, not harder. • Business strategy: We gain a competitive edges in Quality, Cost, Customer Satisfaction. • Statistical measurement: We measure defect rates in all processes through an expanding statistical concept.

  10. What is Six Sigma? Sigma is a statistical measure of variation from the average • For a manufacturing process, the sigma value is a metric that indicate how well that process is performing. • The value of 1 sigma is one standard deviation from the mean.

  11. Six Sigma Approach Combines some of the best technique of the past with recent breakthroughs in management thinking and plain old common sense. The term ‘Six Sigma’ is a reference to a particular goal of reducing defects to near zero.

  12. Benefits: The goal of Six Sigma is to increase profits by eliminating variability, defects and waste that undermine customer loyalty.

  13. Goals of Six Sigma • To achieve Zero Defect (3.4 PPM) in all outputs of the company through: • Measurement of defects in six sigma scale • Process re-design to improve capability • Involvement of all Employees

  14. Six Sigma Belts: • Black Belt:Someone who either coaches or actually leads a Six Sigma team. • Master Black Belt:A person who coaches a large number of Six Sigma teams. • Green Belt:Employees who have received basic Six Sigma training.

  15. Calculating Sigma Step 1: Calculating Defects per Unit (DPU) DPU = Total number of defects Total number of units

  16. Calculating Sigma Step 2: Calculating Defects Per Million Opportunities for error (DPMO) DPMO = DPU X 1,000,000 No. of opp. for error

  17. Calculating Sigma Step 3: Correlate the DPMO to the chart showing correlation between “defects per million opportunities” and sigma levels.

  18. Sigma (σ) value Defects per million opportunities (+/-) 2 308, 537.0 (+/-) 3 66, 810.0 (+/-) 3.5 22, 750.0 (+/-) 4 6, 210.0 (+/-) 4.5 1,350.0 (+/-) 5 233.0 (+/-) 5.5 32.0 (+/-) 6 3.4 Sigma and it’s DPMO SIGMA CONVERSION CHART

  19. LCL UCL -6σ -3σ X +3σ +6σ Tolerance USL LSL

  20. Case Example

  21. Case Example

  22. Six Sigma Tools: There are two six sigma methodologies: • DMAIC (define, measure, analyze, improve, control) • DMADV (define, measure, analyze, design, verify)

  23. Six Sigma Tools: For existing processes D Define M Measure AAnalyze IImprove C Control

  24. Six Sigma Tools: For new processes D Define M Measure AAnalyze DDesign V Verify

  25. The Journey Six Sigma aims at continual improvement through the journey starting from the existing sigma level, gradually moving towards six sigma level and beyond.

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