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Quality tools : Useful in everyday life ! ICE Quality © Cyril Grandpierre 2013 1 Set in order means : -to hide in the nearest drawer. -to move a bit. -to.

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Presentation on theme: "Quality tools : Useful in everyday life ! ICE Quality © Cyril Grandpierre 2013 1 Set in order means : -to hide in the nearest drawer. -to move a bit. -to."— Presentation transcript:

1 Quality tools : Useful in everyday life ! ICE Quality © Cyril Grandpierre 2013 1 Set in order means : -to hide in the nearest drawer. -to move a bit. -to let it where I used it last time. -to put in a place where everyone looking for it can find it. Where did I put : -my keys -my bag -my mobile phone (could you call me ?) -my pills -my wallet -my spectacles -my iPad (new) -etc... every morning, every day, a lifetime.

2 LEARNING CURVE ICE Quality © Cyril Grandpierre 2013 2 Boston Consulting Group LEARNING CURVE. You learn (improve) by doing things. the unit cost of a product decreases by a constant percentage each doubling of experience.

3 LEARNING CURVE ICE Quality © Cyril Grandpierre 2013 3 Boston Consulting Group LEARNING CURVE.

4 LEARNING CURVE ICE Quality © Cyril Grandpierre 2013 4 Boston Consulting Group data. Learning curve for Bulk carrier vessel in the shipyard of Hyundai (Korea). Slope of the curve 12% when the cumulative production double. Manpower per gross tons of hull. Cumulative production gross tons Years

5 LEARNING CURVE ICE Quality © Cyril Grandpierre 2013 5 C.Grandpierre data. Learning curve for different vessels in the shipyard to IHI-Aïoi (Japan). Slope of the curve 23% when the cumulative production double. Cost in productive hours (base 100 in 1955). Number of ships produced since 1955 (14 per year) Years CONCLUSION : This shipyard was able to have a learning curve twice faster the Korean shipyard, with different ships.

6 LEARNING CURVE ICE Quality © Cyril Grandpierre 2013 6 C.Grandpierre data. curve for cargo ships in the shipyard of La Ciotat (France). Sister ships : If the first costs 100, the second 96.0 (design errors corrected), the third 95.7, the forth 96.8 there is no learning effect even for sister ships. CONCLUSION : Some organisations are able to improve themselves others no. WHY ??? Manpower per gross tons of hull. Years Ship Nb Sister ships

7 LEARNING PROCESS ICE Quality © Cyril Grandpierre 2013 7 How a human can learn ? 1-with a teacher. You cannot exceed your teacher. Indus trust that all the knowledge was transmitted by gods to the wise. Then from wise to disciple, with a loss each time. So the knowledge of humanity is declining. 2-try and learn from successes and errors. There is no limit for some. Others are unable to learn from their errors, because they do not try to understand and correct. (non understanding persons). Others do not try.

8 THE DEMING WHEEL. ICE Quality © Cyril Grandpierre 2013 8 For every action at IHI we meet and make a plandoseeact together.° 1-PLAN. Prepare what you have to do. Forecast how you will do it. Make a planning. Prepare all the resources, tools, documents. Decide the result you want to achieve, and the way to measure it. For every action in your life. 2-DO. Do what has been planned.

9 THE DEMING WHEEL. ICE Quality © Cyril Grandpierre 2013 9 3-CHECK. Look back at what you did. Check the results, and compare with what was expected. Try to understand why there is a gap between what was planned and the final result. Try to understand the real origins of the problems you encountered. Use the tools for understanding : -Cause & Effect Diagram of ISHIKAWA -5 (or more) WHYetc... 4-ACT or CORRECT and LEARN. Correct the problem you found. Corrective and preventive actions....To better control the process... For the next circle.

10 THE DEMING WHEEL ICE Quality © Cyril Grandpierre 2013 10 -PERMANENT IMPROVEMENT.-UNDERSTAND AND LEARN. who should implement it ? -INDIVIDUALS- TEAMS-The ENTERPRISE …put themselves in a state of permanent learning …. to improve indefinitely -NO WASTE.

11 THE DEMING WHEEL, it cannot work in an old type enterprise. ICE Quality © Cyril Grandpierre 2013 11 Tell him what he has to do : easy, inexpensive and fast efficiency. Put yourself in a state of permanent learning ! Train him to let him find what he has to do : Difficult, time consuming and expensive. APM : 17 years in a school to improve my way of management. We were 15 CIO in Troyes/Aube to think that we had to learn our job, out of hundreds. Put myself in a state of permanent learning ? I met a lot of CEO and Presidents, top civil- servants, elected, deputies, senators, Ministers. Incredible the number of pretentious and incompetent persons.

12 NO WASTE. ICE Quality © Cyril Grandpierre 2013 12 -NO WASTE -time ( 5S, zero muda, lean manufacturing) -scrap (zero defaults, total maintenance, 6 sigma) -stock (just in time, kanban, smed) Always the same way : 1-Quality circles : group of employees, during their working time. 2-They could ask for an external support. 3-Final target agreed with the management. 4-They can ask for resources (investments) the management by giving evidence of pay back. 5-What they achieve must be visible, and visibly efficient. 6-Use of panels to show what they do to themselves and to others.

13 NO WASTE = 5 or 6 S. ICE Quality © Cyril Grandpierre 2013 13 5 S = Seiri : Sort (Trier), suppress what is not useful. Seiton : Set in order (ranger), store in a logical need, safety, ease. Seiso : Shine (nettoyer) Seiketsu : Standardize Shitsuke : Sustain (pérenniser). 6 th S = Smile : (Sourire) it must be a game.

14 NO WASTE = JUST IN TIME (wiring a machine) ICE Quality © Cyril Grandpierre 2013 14 Electric engines. Manufacturing time 3 to 4 days 28% of machines with defaults Buttons Electronic panel Electronic box Electric resistors Electric transformer Sensors and switches Stock of machines after assembly waiting for wiring Stock of machines waiting for final test Wiring worker Wiring diagram Electrical components list Cables Electrician tools Store house 3 to 4 days Manufacturing time 10 minutes 0% of machines with defaults

15 NO WASTE = JUST IN TIME (wiring a machine) ICE Quality © Cyril Grandpierre 2013 15 Manufacturing time 10 minutes 0% of machines with defaults Manpower minus 70% (result) Give a clear common target Listen to people Redesign the machine : high standardization, every component prewired, pretested, with connectors Redesign the workshop Train people... a lot Plan Do See Act Block manufacturing : 3 to 8 workers, no management. street assembly preassembly Test equipment components Specialized work stations Assembly FASA230 Assembly IM33 Factory

16 Error is human ICE Quality © Cyril Grandpierre 2013 16 Error is human ? Error is human !

17 Error is human ICE Quality © Cyril Grandpierre 2013 17 Anaesthesiology (anesthésie-réanimation ) Anaesthesiology 1 accident per 8000 operations. the probability that an anesthesiologist is involved in an accident in his career is more than 100%. The aviation risk is 1 per 8 millions passengers. Annual number of accidents percentage of deaths and brain damages Ask Air-France and use Quality tools.

18 Error is human ICE Quality © Cyril Grandpierre 2013 18 Philip B. Crosby was the quality director of the Pershing missile program (intercontinental nuclear missiles) at the Martin Company. As there was something like 50.000 subsets, what is the acceptable percentage of defects ? Theory of ZERO DEFECTS My wife has to take a drug every day. If she forgets she dies. What is the acceptable percentage of errors ? People are carefully conditioned throughout their private life to accept the fact that people are not perfect and will therefore make mistakes. Mistakes are caused by two factors : lack of knowledge and lack of attention. (P.B.Crosby Quality without tears)

19 understand the real origin of a problem ICE Quality © Cyril Grandpierre 2013 19 Causes & Effects Diagram of ISHIKAWA Material equipment environment of work effect Method man power management 5 WHY : why ?, why ?, why ?, why ?, why ? Etc... Real case in Holland : The gas ironer installed last week do not heat.

20 which relate to the quality tools ? ICE Quality © Cyril Grandpierre 2013 20 Quality = ability to meet expectations. Guaranty cost (in % of the price of the machine) for the same product (washing machine 22Kg) in different countries. Average on 3 years: Germany3,9% UK3,7% Italy2,7% Austria2,2% Finland2,1% Japan 1,5% Sweden1,3% France 1,1% Denmark1,0% Explain … Customer

21 Principles of product quality ICE Quality © Cyril Grandpierre 2013 21 « I bought a tennis racket : Wilson ProStaff Tour 90, the salesman told me Pete Sampras won 64 titles with it. I used it and lost my match, this racket doesnt work. Bad quality !«

22 Origins of quality problems : 5 players 4- The technician : -Installation -Adjustment -Repair Bad job 1- R&D 5- The customer : -Maintenance -Use Negligence 3- The sales man : Sell the wrong product 2- The factory -Suppliers -Manufacturing Quality data How can he reports his own failures ? Quality complain

23 origins of defects in quality perceived by the customer. ICE Quality © Cyril Grandpierre 2013 23 1-Conception design error, insufficient testing, customer environment different than test conditions(1). 2-Supplier non-compliance, design not feasible, deviations(2). 3-Manufacturing non- compliance, design not feasible, deviations(2 5-Logistics damage, vibration, corrosion. customer 6-Sales mismatch between product and need. Promises do not correspond to reality. 10-After sales service damaging the machine instead of repairing it. technician 8-Maintenance lack of maintenance, maintenance error. 9-Use bad use. 7-Installation default installation. Environnent incompatible. 11-Billing, end of warranty a good reason not to pay. 4-Tests insufficient. Delivery customer salesman

24 ISO 9001 ICE Quality © Cyril Grandpierre 2013 24 1942 in America during the war More accidents due to bad quality than enemies 1 st idea : increase the number of controllers. Controller 1 worker vice foreman Controller 2 Controller 3 Vice supervisor supervisor But it didnt work !

25 ISO 9001 ICE Quality © Cyril Grandpierre 2013 25 So was created the Standard AERO. Then during the years 60 and 70 all the producers of planes, cars and other dangerous things used to ask their subcontractors a specific quality organization. Each subcontractor had to comply with the different requirements of each customer, with special set of documents, audits etc.. So the 2 nd idea : instead of controlling more the product, control the factory (the way to produce the product) So was created in 1987 a unified system under the ISO organization. The target was to guaranty to the customers a certain level of trust in the organization.

26 ISO 9001 ICE Quality © Cyril Grandpierre 2013 26 1. Management Responsibility: Requirements of acts from the big boss as the first permanent player of the process. 2. Quality System: Administrative requirements to safeguard the acquired. Requirement to take into account the notion of system. 3. Process: requirements for the identification and management of the processes that contribute to the satisfaction of stakeholders. 4. Continuous improvement: measurement requirements and registration of all relevant performance and commitment of shares effective progress levels. Use the procedures and documents as liberating tool that relegates problems already solved at the stage of routine and allows creative faculties to be available for unresolved problems. Edward Deming Problem solving forgetting

27 ISO 9001 - processes ICE Quality © Cyril Grandpierre 2013 27 A process = a black box $ Input = customers requirements Output = customers satisfaction Means = Owner People Documents = operating modes Assets Tools Raw materials An enterprise = 1 process, full of processes inside Improvement

28 ISO9001- processes map ICE Quality © Cyril Grandpierre 2013 28 Process : Contract review

29 Before - review of contracts ICE Quality © Cyril Grandpierre 2013 29 Salesman Order Regional manager weekly control the right to sell Factory planning meeting/week Sales Director for priorities Factory manager for feasibility Financial manager Translator Sales Director weekly control calculate the bonus Order confirmation Delivery date D +1week D D +1½week D +2½weeks D +4weeks signature D +3weeks Customer

30 ISO9001- review of contracts ICE Quality © Cyril Grandpierre 2013 30 Salesman Regional manager control the right to sell Fax Order Factory planning meeting/month Sales policy Factory capabilities : Master plan Financial capabilities Sales Director calculate the bonus D Fax Order confirmation Delivery date D +1days D +1day Customer D +0day D +1week D -1month Translator ??? organizing the reception of mails

31 ISO9001- review of contracts ICE Quality © Cyril Grandpierre 2013 31 Process N°Q722.1: Contract review Operating mode N°Q722.1.01 : Contract review Sheet N°Q722.1.01.02 : Folder customer order The process owner writes what he does, and improves it when necessary. everyone can see on the data base, which is always updated. An internal audit is done once a year, to control the process and propose improvements. Check list : To be done Done Controlled Efficient Not applicable

32 ISO9001- Function description ICE Quality © Cyril Grandpierre 2013 32 Everybody has a function description, written by the boss and the person concerned. Signed by both. everyone can see on the data base, which is always updated. An internal audit is done once a year, to control the process and propose improvements. Function description CEO Function description management

33 ISO9001- Quality manual ICE Quality © Cyril Grandpierre 2013 33 -Presentation of the company. History, products, figures, organizational staff. -Management Responsibility. Strategy, quality policy, responsibility and authority. -Quality management system. Processes map, main processes. Or a document that everyone can see on the data base, which is always updated. An internal audit is done once a year, to control the process and propose improvements. Or a book non updated distributed to external parties. Quality manual

34 ISO9001 ICE Quality © Cyril Grandpierre 2013 34 One year of an enormous job. Everybody involved, extremely time consuming to get it and to maintain it. And 3 days of external audit every year, to control everything. Or you can buy it for 1500$ in China.

35 Thanks & good luck ICE Quality © Cyril Grandpierre 2013 35 I offered you my time and experience to let you create wealth around you.


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