1. © Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA
Quality, Excellence and Innovation Dr Mohamed Aichouni Associate Professor World Quality Week Monday, November, 26 , 2011
© Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA

2. American Society for Quality
BA 499/ Williams
Quality
Quality is defined by the totality of features and characteristics that satisfy customers needs”
American Society for Quality
Chapter 5

3. BA 499/ Williams
Quality
"Quality is a transformation in the way we think and work together, in what we value and reward, and in the way we measure success.
All of us collaborate to design and operate a seamless value-adding system that incorporates quality control, customer service, process improvement, supplier relationships, and good relations with the communities we serve and in which we operate - all optimizing for a common purpose.“ Peter Senge
Chapter 5

4. Quality Characteristics
BA 499/ Williams
Quality Characteristics
Variables
Can be measured or expressed with some unit, such as height, length (m), mass (kg), strength (Mpa), cycle time (s) etc..
Attributes
Can be counted such as number of defects, errors, accidents etc ..
Process Variations
Chapter 5

5. Variability and Quality
The more variation in product characteristics, in delivery times, in work practices: the more waste, higher costs and poor quality, is delivered to customers.
(Out of the Crisis, 1982)
© Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA

6. Variability and Quality
Defects with spec. limits at:
1 sigma = 31.74% = 317,400 dpm
2 sigma = 4.56% = 45,560 dpm
3 sigma = 0.27% = 2,700 dpm
© Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA

7. © Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA
Process Improvement
Process Improvement is basically about the reduction of variability in processes, products and services.
It results in waste reduction, quality improvement, Customer Satisfaction and more importantly to Organizational Excellence.
© Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA

8. How to Improve Processes and Quality ?
BA 499/ Williams
How to Improve Processes and Quality ?
Using Deming PDCA Cycle.
Use of Quality Tools (The 7 Basic tools (Statistical Process Control), the 7 New Tools for Management and Planning etc..
Team Work
Team Work
© Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA
Chapter 5

9. Total Quality Management
Total Quality Management (TQM) is a comprehensive and structured approach to organizational management that achieves best quality of products and services.
It is based on three fundamental concepts:
Customer Focus
Continuous Process Improvement
Total Participation of employees

10. © Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA
Six Sigma
A Management data driven, scientific methodology for product and process improvement which creates breakthroughs in financial performance and customer satisfaction.
Six Sigma aims near zero-defects and variability.
Five basic steps in Six Sigma :
© Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA

11. Business / Organizational Excellence
© Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA

12. National Quality Award
King Abdulaziz Quality Award ( is the national quality award in Saudi Arabia.
Established since 2009
Eight Criteria for the Award:
Leadership (2) Strategic Planning
(3) Human Resources (4) Suppliers Management
(5) Process Management (6) Customer Focus
(7) Community Services (8) Business Results
© Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA

13. Zairi Tetralogy for Excellence
Excellence Tetralogy is based on 4 key elements, which are:
1. The Leadership 2. The Capability
3. The Customer The Business
Tetralogy helps organizations in the application of total quality management as an integrated concept;
It should be supported with tools and techniques that enable organizations to apply the principles of quality, to optimize their capability for delivering quality and value to their customers

14. Innovation and Excellence
Leaders should have the ability to create an organizational culture which is propelled forward by innovative thinking and a process oriented approach that welcomes new ideas and knows how to drive them and translate them into tangible outcomes that can excite the customer at the end.
Zairi, 2011

15. Quality Tools and Techniques
BA 499/ Williams
Quality Tools and Techniques
The Seven Basic Quality Tools Called the Magnificent Seven
The Seven Tools for Management and Planning
Other Tools and Techniques (Brainstorming, 5 whys, QFD, etc..)
They are incorporated in all Quality philosophies (TQM, Six Sigma etc..) .
© Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA
Chapter 5

16. Leading Quality Companies
BA 499/ Williams
Leading Quality Companies
TQM
Six Sigma
Deming, Juran, Crosby, Zairi Philosophies
Process Improvement
Quality Tools
Just in Time, 5 S, Lean Manufacturing etc..
© Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA
Chapter 5

17. © Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA
Concluding Worlds
Quality will continue to be necessary for organizations to stay competitive in a worldwide marketplace. Jim Smith (2011)
Quality professionals need to learn new skills and to reinvent themselves. Their tool box, in addition to the recognized quality tools, now includes strategic planning, knowledge management and organizational change management.
Quality begins with education and ends with education, Dr Kaoru Ishikawa (1972)
© Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA

18. Email : m.aichouni@uoh.edu.sa
Thank you
Dr Mohamed AICHOUNI
© Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA