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L E A R N I N G O U T L I N E

L E A R N I N G O U T L I N E. 4 Pillar of TQM Basic Definitions Productivity 8 Quality Management Principles. L E A R N I N G O U T L I N E. Quality Control and Quality Assurance Deming's Principles PDCA Cycle. DEFINITIONS.

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L E A R N I N G O U T L I N E

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  1. L E A R N I N G O U T L I N E 4 Pillar of TQM Basic Definitions Productivity 8 Quality Management Principles

  2. L E A R N I N G O U T L I N E • Quality Control and Quality Assurance • Deming's Principles • PDCA Cycle

  3. DEFINITIONS • Product;Result of a process, can be tangible which have a physical form or Intangible product. • Knitted Garmet • Weaved Cloth • Graduate students

  4. DEFINITIONS • Process Approach Any activity that receives inputs from the previous process or directly and converts them to output, the identification of interaction and their management is referred as a Process Approach.

  5. DEFINITIONS • Productivity • It is the ratio of output to input of resources • Labor Productivity of April = Total Production of April/Wages of April • Energy Productivity of April = A/Electricity bill of April

  6. 4 Methods to Increase Productivity • O = , I = • O = , I = • O = , I = • O = , I =

  7. The Operations System

  8. Manufacturing Organizations • Use operations management in the transformation process of turning raw materials into physical goods. • They produce tangible items like Garments, Home appliances and Cars.

  9. EXAMPLES • Nishat Textiles • LG • Honda • DG Khan Cement • Sony

  10. Service Organizations • Use operations management in creating nonphysical outputs (intangible products) in the form of services (the activities of employees interacting with customers)

  11. EXAMPLES • Banking Sector (ACBL, HBL, MCB) • Hospitals • Universities (PU, UET) • Colleges • Legal Services

  12. WHAT IS QUALITY? • Fitness for Purpose • Meeting Requirements • Meeting Customer Needs / Expectations • Delighting Customers • Right First Time, All The Time • Affordable

  13. WHAT IS QUALITY? • Reliable • Durable • On Time Delivery • Meeting the Specifications • Comparative • Safety • Availability

  14. WHAT IS QUALITY? • Fitness for purpose or use • Juran • Quality is conformance to the requirements. • Crosby • Quality should be aimed at the needs of the consumer, present and future • Deming

  15. Total Quality Management • It is a Japanese management philosophy which reduces the cost of operations, reduces the rejections and wastages, improves customer satisfaction and hence improving the profits of the organization.

  16. Four Pillars of TQM • Customer satisfaction • Systems Management • Employee Empowerment • HR and Team Building

  17. Inspection/Testing • Segregating bad and good products • Time consuming • It involves very high costs

  18. HISTORY OF TQM • Inspection/Testing (1920) • Quality Control (1934) • Quality Assurance (1972) • Quality Management (1982) • Six Sigma (1996)

  19. Quality Control (QC) • It involves techniques and activities aimed at monitoring a process and eliminating causes of unsatisfactory performance. • QC=Inspection + Corrective actions • The operator (production personnel) is responsible for QC of process and products.

  20. QUALITY CONTROL • “It involves analytical techniques and activities aimed at monitoring a process and eliminating causes of unsatisfactory performance for the prevention of defects” • We control the fluctuations in the product

  21. PROCESS SPECIFICATIONS • Manufacturing of Refrigerators • Temp of oven = 150 C • Compressor Pressure = 2 bars • Ambient Temp = 40 C • Temp of machines = 170 C • Pressure of head machine = 3 bars

  22. Quality Assurance (QA) • Quality Assurance addresses the entire life cycle of a product, starting from the initial product design to final inspection, reliability in use and customer satisfaction. • QA=QC+ Preventive actions + customer satisfaction

  23. Quality Assurance (QA) • Quality Assurance addresses the entire life cycle of a product, starting from the initial product design to final inspection, reliability in use and customer satisfaction. • QA=QC+ Preventive actions + customer satisfaction

  24. Quality Assurance;All those planned and systematic actions necessary to provide adequate confidence that a product or services will satisfy given quality requirements. QUALITY ASSURANCE?

  25. QUALITY ASSURANCE • Part of quality management focused on providing confidence that quality requirements will be fulfilled

  26. QUALITY ASSURANCE • Analysis and eliminators of root causes of problems • Planning and prevention

  27. The Quality Assurance Model • Quality Assurance addresses the entire life cycle of a product, starting from the initial product identification to final inspection, reliability in use and customer satisfaction. • The emphasis is towards improvement of the process capability ,detection and prevention of non-conformance.

  28. Quality Management • The activities of the management which determines company quality policy, objectives and responsibilities of every employee. • Share the vision, Share the responsibilities and Shares the rewards when objectives are achieved.

  29. QUALITY POLICY • Top Management shall ensure that its quality policy • is appropriate to the purpose of the organization. • Includes commitment to comply with requirements and continual improvement. • Communicated and understood throughout • Reviewed for continuous improvement

  30. EXAMPLE We the SUPER TEXTILES is committed to emerge as a quality conscious manufacture & exporter of Canvas and Textiles products in order to satisfy the needs and expectations of our customers. We are continuously monitoring our process of manufacturing.

  31. EXAMPLE At HKB Stores, we aim to satisfy customer needs by providing on time best value Product, with in the specifications through better understanding and continuous optimization of our various processes.

  32. QUALITY PLANNING These are planned activities for the improvement in the product and process quality resulting in improving the customer satisfaction level. Roles and responsibilities of each and every employee is defined in the planning stage.

  33. QUALITY PLANNING • Process Flow Chart • Who will perform that duty • Who is responsible for checking and testing • How to perform that task or duty • How to check or test that task

  34. EXAMPLES • Textile weaving • Car Manufacturing • Banking Cashier

  35. QUALITY OBJECTIVES • These are goals and targets set for each and every department for the improvement of the product and process of the company. • These are annual goals and must be monitored on monthly basis.

  36. EXAMPLE • Production Dept will reduce the number of complaints of customers by 10 percent in 2007 • Reduced the rejection of raw materials to 1 percent instead of 5 percent • Reduce the customer waiting time to 2 min instead of 5 min (banking sector)

  37. 8 QM Principles • Customer focus • Leadership • Involvement of people • Process approach

  38. 8 QM Principles • Systems approach to management • Continual improvement • Factual approach to decision making • Mutually beneficial supplier relationships

  39. Conceptual Questions • Which system is better QC or QA. Write your comments • Why Productivity is more important as compared with production • Draw the process approach diagram for any university and automobile company

  40. New Concepts • Operator will produce and also check the quality. • Operator is responsible for taking corrective and preventive actions. • Now operator is responsible for controlling the variations in the product.

  41. Actions Taken when things go wrong • Development and implementation of systems like • ISO 9001:2000 • JIT, KANBAN, Lean Mfg • TPM • POKA YOKE (Mistake proofing) • Productivity tracking software's and tools.

  42. Actions Taken when things go wrong • Quality Circles • Kaizen (continuous improvement) • Employee empowerment

  43. International Standards • ISO 9001:2000 (QMS) • ISO 14001 (EMS) • SA 8000 (Social Accountability) • ISO 17025 (laboratory Mgt) • ISO 18001 (Health and Safety)

  44. Benefits of Standards • Improving the productivity • Improved Customer satisfaction • Strong Marketing tool • Increased the capabilities of employees • Increase in Exports of products which in return is beneficial for the country

  45. Deming's Principles (14) • Plan for the long-term future. • Never be complacent concerning the quality of your product. • Find out whether your problems are confined to particular parts of the production process or stem from the overall process itself.

  46. Deming's Principles • Train workers for the job that you are asking them to perform. • Raise the quality of your line supervisors. • Drive out fear. • Encourage departments to work closely together rather than to concentrate on departmental or divisional distinctions. • Make top managers responsible for implementing these principles.

  47. Deming's PDCA Cycle Start Action Plan Progress Check Do

  48. Application of TQM in Engineering • ISO 9001 • ISO 14001 • ISO 18001 • Tools and Techniques of TQM

  49. Application of TQM in Engineering • Internal Audits • Management Reviews • TQM Competitions • Kaizen/QCC

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