© Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA Quality, Excellence and Innovation Dr Mohamed Aichouni Associate Professor m.aichouni@uoh.edu.sa www.uoh.edu.sa/dept/qicrc/ World Quality Week Monday, November, 26 , 2011 © Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA

American Society for Quality BA 499/599 Williams Quality Quality is defined by the totality of features and characteristics that satisfy customers needs” American Society for Quality Chapter 5

BA 499/599 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

Quality Characteristics BA 499/599 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

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

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

© 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

How to Improve Processes and Quality ? BA 499/599 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

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

© 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

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

National Quality Award King Abdulaziz Quality Award (www.kaqa.org.sa) 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

Zairi Tetralogy for Excellence Excellence Tetralogy is based on 4 key elements, which are: 1. The Leadership 2. The Capability 3. The Customer 4. 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

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

Quality Tools and Techniques BA 499/599 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

Leading Quality Companies BA 499/599 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

© 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

Email : m.aichouni@uoh.edu.sa Thank you http://www.uoh.edu.sa/dept/qicrc/ Dr Mohamed AICHOUNI Email : m.aichouni@uoh.edu.sa © Copyright : Dr Mohamed AICHOUNI, PhD, SQC, KAQA