1. 1-1 Quality Concepts The Quality Improvement Model Use SPC to Maintain Current Process Collect & Interpret Data Select Measures Define Process Is Process Capable ? Improve Process Capability Is Process Stable ? Investigate & Fix Special Causes No Yes No Yes A Roadmap to Improvement Purpose:To provide a sequence of steps to improve any process so that the customers will realize the highest quality and value.

2. 1-2 Quality Concepts Catapult Exercise Cup Height Peg Height Hook Height Stop Angle Release Angle Each person will come up to the front and fire the catapult until we get 30 distance measurements.

3. 1-3 Quality Concepts Definitions of Quality Exceeding customer expectations Conformance to specifications The degree to which a product or service meets the needs of the customer Uniformity around a customer-defined target The customer is the most important part of the process.

4. 1-4 Quality Concepts Does Quality Affect My Job? Poor Quality  Complexity Department Accounting Production Marketing R & D Personnel Real Work Mailing Invoices Assembly Helping Customers buy Learning about customer needs Training new managers Complexity Collecting overdue accounts resulting from carrier delivery problems Rework of faulty incoming materials Handling customer complaints about poor quality materials Redesign due to market research errors Handling a lawsuit from an employee who was mistreated

5. 1-5 Quality Concepts The Ideal Flow of Work Receive Inputs Process Measurements Finished Product or Service Send to Customer Y Y Y O.K.?

6. 1-6 Quality Concepts The Impact of Poor Quality Supplier Reworks Return to Supplier Internal Rework Diagnose Scrap Rework ? N N Y Receive InputsProcess Measurements Finished ProductShip to Customer Y Y Y O.K.? Rework ? Scrap Rework Adjust Diagnose Adjust ? Rework Scrap Diagnose ReworkScrap N Y Y N Y N N N Y N Rework Inputs ? Rework Product ?

7. 1-7 Quality Concepts Impact of Higher Quality on Value

8. 1-8 Quality Concepts The Transition of Quality Thinking Dedicate resources to inspect all work for errors before finalized. Work on process to prevent defects. Understand process behavior and take pro-active action to improve the process. Measure performance by amount of work completed compared to objectives. Continually decrease turn-around-time to delight customers. Keep turn-around-time under 2 days to avoid complaints.

9. 1-9 Quality Concepts The Quality Improvement Model Use SPC to Maintain Current Process Collect & Interpret Data Select Measures Define Process Is Process Capable ? Improve Process Capability Is Process Stable ? Investigate & Fix Special Causes No Yes No Yes A Roadmap to Improvement Purpose:To provide a sequence of steps to improve any process so that the customers will realize the highest quality and value.