ies 331 quality control
DESCRIPTION
IES 331 Quality Control . TQM / Quality Systems and Standards Week 15 September 13-15, 2005. Outline. Total Quality Management (TQM) Quality Improvement and Role of Employees Strategic Implications of TQM Six Sigma TQM in Service Companies Quality Awards and Setting Quality Standards - PowerPoint PPT PresentationTRANSCRIPT
![Page 1: IES 331 Quality Control](https://reader035.vdocuments.mx/reader035/viewer/2022081505/56815e7d550346895dcd05dc/html5/thumbnails/1.jpg)
1
IES 331 Quality Control TQM / Quality Systems and Standards
Week 15September 13-15, 2005
![Page 2: IES 331 Quality Control](https://reader035.vdocuments.mx/reader035/viewer/2022081505/56815e7d550346895dcd05dc/html5/thumbnails/2.jpg)
2
Dr. Karndee Prichanont IES331 1/2005
Outline Total Quality Management (TQM) Quality Improvement and Role of Employees Strategic Implications of TQM Six Sigma TQM in Service Companies Quality Awards and Setting Quality Standards ISO 9000
![Page 3: IES 331 Quality Control](https://reader035.vdocuments.mx/reader035/viewer/2022081505/56815e7d550346895dcd05dc/html5/thumbnails/3.jpg)
3
Dr. Karndee Prichanont IES331 1/2005
Achieving-Sustaining-Improving Quality
Quality Management
Quality Control
Quality Improvement
Quality Assurance
![Page 4: IES 331 Quality Control](https://reader035.vdocuments.mx/reader035/viewer/2022081505/56815e7d550346895dcd05dc/html5/thumbnails/4.jpg)
4
Dr. Karndee Prichanont IES331 1/2005
Total Quality Management (TQM) Commitment to quality throughout organization
Principles of TQM Customer-oriented Leadership Strategic planning Employee responsibility Continuous improvement Cooperation Statistical methods Training and education
![Page 5: IES 331 Quality Control](https://reader035.vdocuments.mx/reader035/viewer/2022081505/56815e7d550346895dcd05dc/html5/thumbnails/5.jpg)
5
Dr. Karndee Prichanont IES331 1/2005
Quality Gurus Walter Shewart
In 1920s, developed control charts Introduced the term “__________________”
W. Edwards Deming Developed courses during World War II to teach statistical quality-
control techniques to engineers and executives of companies that were military suppliers
After the war, began teaching statistical quality control to Japanese companies
Joseph M. Juran Followed Deming to Japan in 1954 Focused on _____________________
![Page 6: IES 331 Quality Control](https://reader035.vdocuments.mx/reader035/viewer/2022081505/56815e7d550346895dcd05dc/html5/thumbnails/6.jpg)
6
Dr. Karndee Prichanont IES331 1/2005
Armand V. Feigenbaum In 1951, introduced concepts of total quality control and
continuous quality improvement Philip Crosby
In 1979, emphasized that costs of poor quality far outweigh the cost of preventing poor quality
In 1984, defined absolutes of quality management—conformance to requirements, prevention, and “zero defects”
Kaoru Ishikawa Promoted use of quality circles Developed “____________” diagram Emphasized importance of internal customer
Quality Gurus (cont.)
![Page 7: IES 331 Quality Control](https://reader035.vdocuments.mx/reader035/viewer/2022081505/56815e7d550346895dcd05dc/html5/thumbnails/7.jpg)
7
Dr. Karndee Prichanont IES331 1/2005
Deming Wheel: PDCA Cycle
1. PlanIdentify problem and develop plan for improvement.
2. DoImplement plan on a test basis.
3. Study/CheckAssess plan; is it working?
4. ActInstitutionalize improvement; continue cycle.
![Page 8: IES 331 Quality Control](https://reader035.vdocuments.mx/reader035/viewer/2022081505/56815e7d550346895dcd05dc/html5/thumbnails/8.jpg)
8
Dr. Karndee Prichanont IES331 1/2005
TQM and… … ____________
a relationship between a company and its supplier based on mutual quality standards
… ____________
system must measure customer satisfaction
… ____________
infrastructure of hardware, networks, and software necessary to support a quality program
![Page 9: IES 331 Quality Control](https://reader035.vdocuments.mx/reader035/viewer/2022081505/56815e7d550346895dcd05dc/html5/thumbnails/9.jpg)
9
Dr. Karndee Prichanont IES331 1/2005
Quality Improvement and Role of Employees
Participative problem solving
________________________________________________
every employee has undergone extensive training to provide quality service to Disney’s guests
![Page 10: IES 331 Quality Control](https://reader035.vdocuments.mx/reader035/viewer/2022081505/56815e7d550346895dcd05dc/html5/thumbnails/10.jpg)
10
Dr. Karndee Prichanont IES331 1/2005
PresentationImplementation
Monitoring
SolutionProblem results
Problem Analysis
Cause and effectData collection and analysis
Problem IdentificationList alternatives
ConsensusBrainstorming
TrainingGroup processes
Data collectionProblem analysis
Organization8-10 members
Same areaSupervisor/moderator
Quality Circle
![Page 11: IES 331 Quality Control](https://reader035.vdocuments.mx/reader035/viewer/2022081505/56815e7d550346895dcd05dc/html5/thumbnails/11.jpg)
11
Dr. Karndee Prichanont IES331 1/2005
Strategic Implications of TQM _________________________ _________________________ _________________________ _________________________
![Page 12: IES 331 Quality Control](https://reader035.vdocuments.mx/reader035/viewer/2022081505/56815e7d550346895dcd05dc/html5/thumbnails/12.jpg)
12
Dr. Karndee Prichanont IES331 1/2005
Six Sigma A process for developing and delivering
near perfect products and services Measure of how much a process deviates
from perfection ____________ per million opportunities Champion:
___________________________________
![Page 13: IES 331 Quality Control](https://reader035.vdocuments.mx/reader035/viewer/2022081505/56815e7d550346895dcd05dc/html5/thumbnails/13.jpg)
13
Dr. Karndee Prichanont IES331 1/2005
Black Belts and Green Belts ______________
project leader ______________
a teacher and mentor for Black Belts
______________ project team members
![Page 14: IES 331 Quality Control](https://reader035.vdocuments.mx/reader035/viewer/2022081505/56815e7d550346895dcd05dc/html5/thumbnails/14.jpg)
14
Dr. Karndee Prichanont IES331 1/2005
3.4 DPMO
67,000 DPMOcost = 25% of
sales
Six Sigma: DMAIC
![Page 15: IES 331 Quality Control](https://reader035.vdocuments.mx/reader035/viewer/2022081505/56815e7d550346895dcd05dc/html5/thumbnails/15.jpg)
15
Dr. Karndee Prichanont IES331 1/2005
TQM in Service Companies
Principles of TQM apply equally well to services and manufacturing
Services and manufacturing companies have similar inputs but different ________________________
Services tend to be ________________________
Service defects are not always easy to measure because service output is not usually ___________ _________________________________________
![Page 16: IES 331 Quality Control](https://reader035.vdocuments.mx/reader035/viewer/2022081505/56815e7d550346895dcd05dc/html5/thumbnails/16.jpg)
16
Dr. Karndee Prichanont IES331 1/2005
Quality Attributes in Service Benchmark
“best” level of quality achievement one company or companies seek to achieve
Timeliness how quickly a service is
provided
“quickest, friendliest, most accurate service
available.”
![Page 17: IES 331 Quality Control](https://reader035.vdocuments.mx/reader035/viewer/2022081505/56815e7d550346895dcd05dc/html5/thumbnails/17.jpg)
17
Dr. Karndee Prichanont IES331 1/2005
Baldrige Award Created in 1987 to stimulate growth of quality management in
the United States Categories
Leadership Information and analysis Strategic planning Human resource Focus Process management Business results Customer and market focus
![Page 18: IES 331 Quality Control](https://reader035.vdocuments.mx/reader035/viewer/2022081505/56815e7d550346895dcd05dc/html5/thumbnails/18.jpg)
18
Dr. Karndee Prichanont IES331 1/2005
Other Awards for Quality USA national individual
awards Armand V. Feigenbaum
Medal Deming Medal E. Jack Lancaster Medal Edwards Medal Shewart Medal Ishikawa Medal
International awards European Quality Award Canadian Quality Award Australian Business
Excellence Award Deming Prize from Japan
Thailand National Awards ____________________
![Page 19: IES 331 Quality Control](https://reader035.vdocuments.mx/reader035/viewer/2022081505/56815e7d550346895dcd05dc/html5/thumbnails/19.jpg)
19
Dr. Karndee Prichanont IES331 1/2005
ISO 9000 A set of procedures and policies for
international quality certification of suppliers
ISO 9000 Family Standards
_____________________
_____________________
_____________________
![Page 20: IES 331 Quality Control](https://reader035.vdocuments.mx/reader035/viewer/2022081505/56815e7d550346895dcd05dc/html5/thumbnails/20.jpg)
20
Dr. Karndee Prichanont IES331 1/2005
ISO 9000 FamilyISO 9000 Quality Management Systems— __________
__________________________________ Describes fundamentals of QM systems Specifies the terminology for QM systems
![Page 21: IES 331 Quality Control](https://reader035.vdocuments.mx/reader035/viewer/2022081505/56815e7d550346895dcd05dc/html5/thumbnails/21.jpg)
21
Dr. Karndee Prichanont IES331 1/2005
ISO 9000 FamilyISO 9001 Quality Management Systems— _____________ standard to assess ability to achieve customer
satisfaction Specifies requirements for a QM systems where
an organization needs to demonstrate its ability to provide products that fulfill customer and applicable requirements and aims to enhance the customer satisfaction
“_______________”
![Page 22: IES 331 Quality Control](https://reader035.vdocuments.mx/reader035/viewer/2022081505/56815e7d550346895dcd05dc/html5/thumbnails/22.jpg)
22
Dr. Karndee Prichanont IES331 1/2005
ISO 9000 FamilyISO 9004 Quality Management Systems— _____________
_____ _________________________________ guidance to a company for continual
improvement of its quality-management system Provide guidelines that consider both the
effectiveness and efficiency of the QM system Aim to improve the performance of the
organization and satisfaction of customers and other interested parties
“_________________?”
![Page 23: IES 331 Quality Control](https://reader035.vdocuments.mx/reader035/viewer/2022081505/56815e7d550346895dcd05dc/html5/thumbnails/23.jpg)
23
Dr. Karndee Prichanont IES331 1/2005
Implications of ISO 9000 for Local Companies Many overseas companies
will not do business with a supplier unless it has ISO 9000 certification
ISO 9000 accreditation A total commitment to
quality is required throughout an organization