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Quality Prepared By: Ali Siddiqi.

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1 Quality Prepared By: Ali Siddiqi

2 What is Quality? Quality is never an accident, it is always a result of intelligent effort. (John Ruskin, 19th century painter and art critic) The totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs. (American Society for Quality) Quality is free; it is non-quality that is expensive. (Phil Crosby) Prepared By: Ali Siddiqi

3 Quality Through Different Aspects
User Based Quality “lies in the eyes of the beholder” Marketing and customer based Better performance Nicer features Manufacturing Based Meeting standards Making it right the first time Prepared By: Ali Siddiqi

4 Quality Through Different Aspects
Product Based Quality is measurable Quality is determined by precise variables Prepared By: Ali Siddiqi

5 Implications of Quality
Company Reputation Product Liability Global Implications Prepared By: Ali Siddiqi

6 Cost of Quality (COQ) Cost of Quality: The cost of doing things wrong
Preventive Costs Associated with preventing defects Appraisal Costs Associated with evaluation costs Prepared By: Ali Siddiqi

7 Cost of Quality (COQ) Internal Costs External Costs
Associated with defects and problems before delivery External Costs Costs that occur after delivery Prepared By: Ali Siddiqi

8 Total Quality Management
TQM is a corporate business management philosophy which recognizes that customer needs and business goals are inseparable. Prepared By: Ali Siddiqi

9 Total Quality Management
TQM is a management philosophy for continuously improving overall business performance based on leadership, supplier quality management, vision and plan statement, evaluation, process control and improvement, product design, quality system improvement, employee participation, recognition and reward, education and training, and customer focus. Prepared By: Ali Siddiqi

10 Deming’s 14 Points Create consistency of purpose
Lead to promote change Build quality into the product; stop depending on inspection Build long-term relationships based on performance, not price Continuously improve product, quality, and service Start training Emphasize leadership Prepared By: Ali Siddiqi

11 Deming’s 14 Points Drive out fear
Break down barriers between departments Stop haranguing workers Support, help, improve Remove barriers to pride in work Institute a vigorous program of education and self-improvement Put everybody in the company to work on the transformation Prepared By: Ali Siddiqi

12 Google Video Prepared By: Ali Siddiqi

13 Continuous Improvement
Setting the bar and then raising it Zero Defects Employee recognition is corner stone PDCA/ Kaizen Prepared By: Ali Siddiqi

14 Video: TQM In Toyota Prepared By: Ali Siddiqi

15 Employee Empowerment 85% of Problems are with materials and equipment
Involvement by those who are dealing hands on with the system Delegating responsibility Involving shop-floor vs. Top Down Forming of teams Quality Circles Prepared By: Ali Siddiqi

16 Benchmarking Process of evaluation via choosing the best practice in a particular activity Provides a snapshot of your business and gives a relative standing Benchmarking outside your industry Internal benchmarking Prepared By: Ali Siddiqi

17 Steps in Benchmarking Determine what to benchmark
Form a benchmark team Identify benchmarking partners Collect and analyze benchmarking information Take action to match or exceed the benchmark Prepared By: Ali Siddiqi

18 Just In Time Cutting cost of quality Improves quality
Inventory hides bad quality Less scrap, rework, damage costs Improves quality Cuts lead time Errors are seen early Quality problems can be found both within firm and vendors Less inventory ordering Prepared By: Ali Siddiqi

19 Deming’s Seven Deadly Diseases
Lack of constancy of purpose. Emphasis on short-term profits. Evaluation by performance, merit rating, or annual review of performance. Mobility of management. Prepared By: Ali Siddiqi

20 Deming’s Seven Deadly Diseases
Running a company on visible figures alone. Excessive medical costs. Excessive costs of warranty, fueled by lawyers who work for contingency fees. Prepared By: Ali Siddiqi

21 Tools of TQM Check Sheets Scatter Diagrams Used for recording data
Help in showing patterns Scatter Diagrams Show relationships between two measurements Prepared By: Ali Siddiqi

22 Tools of TQM Cause and Effect Diagrams
Ishikawa Diagram or Fish-Bone Chart Used to discover possible locations of quality problems 4 Ms: Material Machinery Manpower Methods Prepared By: Ali Siddiqi

23 Tools of TQM Flowcharts Statistical Process Control (SPC)
Graphically explain the process Statistical Process Control (SPC) Process used to monitor standards, make measurements and take actions to correct problems as the product is being produced Uses control charts Prepared By: Ali Siddiqi

24 Tools of TQM Pareto Charts Histograms 80/20 Rule
Shows the range of values of a measurement and the frequency of its occurrence Show frequency and variations Prepared By: Ali Siddiqi

25 References Textbook: Chapter 6
Video: Available on site ( Prepared By: Ali Siddiqi

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