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Class 2

TQM Matrix

1 2 3 4 5

Parameters

The above is known as a TQM Matrix model. It can also be called as a quality auditor,which gives value of the parameters.According to the above table, the left side column consists of the parameter list whichstates down all the parameters that we are going to rate or take into account. The rightside small columns containing the numeric values are known as the variables or the

rating points. Each parameter is rated according to these numeric variables.It is stated that after adding up all the variable points of the parameters, if the TQMvalue is less than 3.5, then we can understand that we have to increase the value ofsome parameter fields by concentrating more on them and improving that field by thehelp of continuous expertise.We have to try keeping a 4 variable in all the fields out of a scale of 5.

This is basically the use of TQM in business.

Steps of evaluation of the TQM Matrix

Step1: the scale must be definedStep2: we have to list our operations to be rated

Step3: we have to put the values of the operations according to the scaleStep4: we have to find the TQM valueStep5: finally we have to take the decision of which fields need expertise skills toimprove.

Example of a TQM matrix working and evaluation

I am the owner of a ladies boutique and my production of selwar kameezs must be atleast 20 a month whether all of them are sold or not. But for the past 2 months, I havebeen observing that my production house hasnt been making 20 kameezs per month,but rather they have been making 15. As a result, either my store is facing shortage ofdresses when demand is high or my store doesnt have enough varieties to show to my

customers. Therefore to find out which place I am lacking behind in, I made a TQMmatrix to evaluate my production house and find out my lacking area and improve inthat particular field. It is shown below:

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Parameters 1 2 3 4 5

1. Always need to buyaround 100 yards of clothto make the 20 dresses.

2. Workers need to work atleast 9 hours a day.

3. They need to work in theform of a division oflabor.

4. They should also utilizethe wasted small piecesof cloth.

5. They can get day off onlyon Fridays.

6. They should always buythe raw materials fromChadni chawk which sellsraw materials at a cheapprice, rather than buyingit from Gulshan.

7. They should alwaysdeliver the clothes timelyfrom the productionhouse till the boutique.

Here we can see that the workers waste a lot of clothes while making a dress and theydont care about utilizing the wasted pieces by adding them when making a dress(point 4) and that they dont work in the form of division of labor but rather one persontries to make a whole dress, this is time consuming and chances of making mistakesare a lot (point 3). These fields should be concentrated more on and we should try toraise the TQM point of these parameters from 2 to at least 3.5 or 4. In that way myboutique problem might be solved.After these two points we should concentrate on points 1, 2 and 6, but a little lesssince they already have a moderate ranking of 3.

The workers never buy 100 yards of clothes, rather they buy less and cheat onthe money and then show me that they had bought 100 yards but the whole ofit got finished since the dresses needed more material (point 1).

Workers never work exactly 9 hours a day, a lot of them just leave early withoutpermission and thus that affects my productivity (point 2).

The workers also buy the clothes always from Gulshan or Banana market. Herethe clothes are expensive and hence my production costs rise high. Justbecause of the traffic, they dont go to Chadni chawk. That is a big loss for me(point 6).

Points 5 and 7 are okay in a ranking of 4. If we want we can improve these fields butsince we have more fields to improve, we can leave them for a while.

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In this way we can evaluate and then find out the fields we are weak in and thenimprove those fields so that we can drift faster towards perfection.

Class 3 and 4

Quality improvement tools (TQM tools)

Five basic tools to improve the TQM matrix:

Deming wheel

PDPC chart

Statistical control chart

Fish bone

Parato chart

In brief explaining:

Deming wheel

The famous Deming Wheel is named after W. Edwards Deming. We can applyand use the wheel to plan, do and check the cycle by risk identification,analysis, control and reporting.

PLANEstablish the objectives and processes necessary to deliver results inaccordance with the specifications.

DOImplement the processes.

CHECKMonitor and evaluate the processes and results against objectives andspecifications and report the outcome.

ACTApply actions to the outcome for necessary improvement. This meansreviewing all steps (Plan, Do, Check, Act) and modifying the process to improveit before its next implementation.

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These four have to be done continuously for improvement. This is one of theestablishment procedures in quality management.

PDPC Chart

The Process Decision Program Chart (PDPC chart) systematically identifieswhat might go wrong in a plan under development. Counter measures aredeveloped to prevent or offset those problems. By using PDPC, we can eitherrevise the plan to avoid the problems or be ready with the best response whena problem occurs.

When to Use PDPC

Before implementing a plan, especially when the plan is large andcomplex.

When the plan must be completed on schedule.

When the price of failure is high.

PDPC Procedure

A useful way of planning is to break down tasks into a hierarchy, using a TreeDiagram. PDPC simply extends this chart a couple of levels to identify risks andcounter measures for the bottom level tasks, as in the diagram below. Differentshaped boxes are used to highlight the risks and counter measures.

Target

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Statistical control chart

Statistical control charts are used to measure the variance of a product.

A control chart displays measurements of process samples over time. Themeasurements are plotted together with upper and lower control limits. Theprocess can then be compared with its specificationsto see if it is in controlor out of control.

The chart is just a monitoring tool. Control activity is applied if the chartindicates an undesirable, systematic change in the process. The control chart isused to discover the variation, so that the process can be adjusted to reduce it.

If the chart indicates that the process is currently under control then it can beused to predict the future performance of the process. If the chart indicatesthat the process being monitored is not in control, then it can help determinethe source of variation to be eliminated to bring the process back into control.

TQMvalue>4

Current TQMvalue=2.5

Planning

Work

Check

TQM=4

Correctiveaction

NO

YES

UCL

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In the above,UCL: Upper Control LimitLCL: Lower Control Limit

Average: the average value

Statistics: in order to get a control chart, the statistics that we have to followare

We have to take samples from different people

Then we have to add up all the samples and divide it by the n numbersto obtain an average value

Then we have to put the average value into the chart along with the UCLand LCL

Then we have to see if any product is out of range; if it is then theproduct will not be acceptable

We have to accept samples inside the control chart and disapproveones outside the range

If we want we can also plot the samples into a graph and see thedistance of variability of the samples to guess an approximate range

There are mainly four kinds of charts:

P-chart

P-chart is mainly used for testing the quality of goods. The p-chart plots thesample proportion. The formula for the p-chart is:

Average

LCL

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Example:

We can take 10 samples of the people who use Banglalink. We cancollect the samples in the form of x1, x2, x3, x4..x10.

Then we can add up all the samples and by applying the p-chartformula, we can find out the average value of the number of people whouse Banglalink.

The average value we will be able to find out by adding all the samplesfrom x1-x10 and then dividing it by n, which is 10.

In this manner we can then put the average value in the chart and thenconclude the UCL and the LCL and the, we will get to know the quality ofa particular product.

C-chart

C-chart is used for testing the quality of services. The formula for the c-chart is:

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Example:

First we pick up a service on which to do our estimation

If we choose for example a Bank, then the four services of a Bank arelisted below:Good customer careSecurity of depositsFriendly environmentInformative office

If we pick for example security of deposits, then we can take samplesfrom people asking them how much secured do they think their depositsare in a particular bank.

Then we can add up all the samples like the p-chart using x1, x2x10and then find out the average to plot the average, UCL and LCL valuesonto the c-chart.

That would then determine our c-chart service quality.

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R-chart

R-chart is used for testing the quality of goods and services. The formula for R-chart is shown below:

Example:

Here we can take the example of a thai aluminium glas which needs tobe purchased for the AIUB class room window shelf

A glass of length 4.5 inches is needed

Then we can take extended measures to find out other then 4.5 incheswhich sizes can also fit in the window, incase we dont find the 4.5inches size

We then take different samples and find out that 4.25 inches and 4.75inches glass can also fit

Therefore we then project UCL as 4.75 inches and LCL as 4.25 inchesand plot our graph which will then define our quality of product plusservice. Service because we will see that which size glass stays on thewindow for how much longer time. We will get to know if our decision offitting that size of glass was right or wrong. The quality of service ismeasured here.

X- Mean chart

Mean chart is used to measure the quality of precision goods.