total quality management - final presentation - apr - 4 - 10

11

Total Quality Total Quality ManagementManagement

Six Sigma for Rosette Six Sigma for Rosette PrintersPrinters

3

SUBMITTED BYSUBMITTED BY

3

Zahra Baray (0935220)Shaikh Faizan Ahmed

(0935117)Hira Hayat (0935190)

Syed Anser Ahmed (0935121)

Awais Ahmed Memon (0935103)

Syed Muhammad Imran (0935122)

Raza Soomro (0935127)Sohail Akhter (0935226)

PROJECT TITLEPROJECT TITLEUnacceptable job rejection rate

for books

SUBMITTED TOSUBMITTED TOMa’am Memoona

Masood

44

“Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction

and skillful execution; it represents the wise choice of many

alternatives. ” -William A. Foster

5

EXECUTIVE EXECUTIVE SUMMARYSUMMARY

5

66

Printing is a very detail-oriented, demanding process and

quality printing is only possible if the entire process is fool

proof.

In case of non compliance of quality checks at the correct

stages and due to negligence by the employees, the job is

spoilt and the company needs to make a run for re-printing

that adds to costs, efforts and difficulty in meeting

deadlines.

On the other hand, these defects lead to reprinting of the

entire job that burdens the financials of the company.

EXECUTIVE SUMMARY - IntroductionEXECUTIVE SUMMARY - Introduction

77

EXECUTIVE SUMMARY – Rosette PrintersEXECUTIVE SUMMARY – Rosette Printers Rosette Printers, established in 1980, is a printing set up

in Karachi catering to a wide customer base including

corporates.

Their clientele include One Potato Two Potato, OUP,

Mohatta Palace, IUCN, GunSmoke etc

Rosette Printers has been having some operational

problems related to quality issues which are significantly

impacting the bottom line.

88

The CEO of Rosette Printers wanted help regarding the

clear identification of these problems and the resolution

steps in order to arrest the runaway costs associated with

these operational issues.

The entire project has been diagnosed using Six Sigma

concepts. Preliminary information based on data confirms

that approximately 30% of the books are being rejected due

to quality issues.

EXECUTIVE SUMMARY – Six EXECUTIVE SUMMARY – Six SigmaSigma

99

The key problem areas were identified as;

Out of registration printing

Ink related issues

Picture resolution issues

Human errors

Unnecessary increase in overall costs

and wastage

Plate making issues

EXECUTIVE SUMMARY – Key EXECUTIVE SUMMARY – Key IssuesIssues

1010

The solutions proposed would improve the overall

business process (especially printing)

Reduce cost incurrence

Increase the overall efficiency of the entire printing

process

EXECUTIVE SUMMARY – Expected EXECUTIVE SUMMARY – Expected Results Results

1111

Greater operational excellence

Customer satisfaction

Quality what it should be

EXECUTIVE SUMMARY – Expected EXECUTIVE SUMMARY – Expected Benefits Benefits

12

DEFINE PHASEDEFINE PHASE

12

1313

DEFINE – ContextDEFINE – ContextDefects leading to reprinting - Current

issues:

Quality printing is essential for the success of any

printed material and this could only be done if the

entire process is fool proof.

These defects lead to reprinting of the entire job that

burdens the financials of the company.

In resolution to the above stated conditions we aim to

use DMAIC to improve the overall printing process to

gain customer satisfaction and confidence in our

procedures, making quality what it should be.

1414

DEFINE – ContextDEFINE – Context Tools used in Define Phase are:

CTQ Specifications

Project Charter

Process Map

Stakeholder Analysis

1515

DEFINE – Project CharterDEFINE – Project CharterProject Title: Unacceptable job rejection

rate for books Business: Printing Industry

Business Case 30%*of the books are rejected due to quality issues

·Significant impact on the financials of the business. ·Significant wastage of resources and unnecessary cost incurrence. ·In order for optimum business performance the rejection rate needs to come down to zero. This would result in reduced wastage, on time delivery and repeat orders.

Problem StatementThe key problems faced are:

· Out of registration printing · Ink related issues · Picture resolution issues · Human errors · Increase in overall costs and wastage · Plate making issues

Project Scope In scope Out of Scope

Book printing Printing of Cards, Calendars, Magazines, Envelopes

Goal Statement (Measurable) Internal Customer (CEO):

· CTQ: Reduce the 30% rejection rate to 1% of the books printed

Business: · Eliminate human error by 100%· To avoid costs and effort due to double printing by streamlining the printing process

*The actual rejection rate for books was 28% but we have kept it 30%.

1616

DEFINE – Project CharterDEFINE – Project CharterProject Title: Unacceptable job rejection

rate for books Business: Printing Industry

Projected Benefits Internal Customer (CEO): Reduction of cost incurrence Business: Increase efficiency of the printing process so that defects are reduced to 1%

Barriers/ Support required Barriers:

· Process House · Production Manager · Purchase Manager · Assistant to Machine Operators · Machine Operators · Plate Maker

Support: · Support needed through buy in from everyone.

Project Plan/ Milestones / Deliverables

Define 2nd Mar – 7th Mar 2010

Measure 9th Mar – 12th Mar 2010

Analyze 13th Mar – 14th Mar 2010

Improve 16th Mar – 21st Mar 2010

Control 22nd Mar – 25th Mar 2010

Roles of Team Members Name Role % of time

spent Memoona Masood

Project Coordinator

Zahra Baray Project Manager

50%

Shaikh Faizan Ahmed

Team Member 30%

Hira Hayat Team Member 30%Syed Anser

Ahmed Team Member 30%

Awais Ahmed Memon

Team Member 30%

Syed Imran Team Member 30%Raza Soomro Team Member 30%Sohail Akhter Team Member 30%

1717

DEFINE – VOC to CTQDEFINE – VOC to CTQ

#

Voice of the Customer (VOC)

What is the customer telling

us?

CTQ (specific requirements)

Translating VOC into specific

requirements that we can work with

CTQ Measure/Metric

How are you measuring your CTQ identified

Current State Target

1Out of registration printing (Unclear Text & Picture)

Accurate printing on every book.

CEO measures the authentication of the

final print by comparing it with

dummy print (approved by client at

first hand)

Complains regarding out of registration are

approximately 50% of all rejected books.

98% Authentic Print Job

2

Picture resolution issues (Shaded

Pictures, Pictures looks double,etc)

Proper & clear picture

resolution

CEO measures the quality of the Printed pictures comparing it

with dummy print that was approved by

client.

Blurred pictures are reported causing huge set

back to quality of job accounting approximately

15% of complains

100% Clear Pictures

3Concreteness of ink

(Density & unnecessary lines)

Proper volume of ink and same quality of print for entire job

Production manager sets the specification of ink to be used for specific job keeping in view the dummy

print.

Approximately 25% of complains reported are

due to improper use of ink & lack of consistent quality

of print

99% Consistent

quality of print

4 Inadequate Plates

Ensure that Plates use for Printing are as

per the required quality.

Purchase manager ensures the quality Plate has been used

with join collaboration with

CEO.

Approximately 10% of complains results due to use of inadequate plates

100% Quality Plate usage

1818

DEFINE – Process MappingDEFINE – Process Mapping

1919

DEFINE – Stakeholders’ AnalysisDEFINE – Stakeholders’ Analysis

Your best estimate of the stakeholder's attitude, from

supportive to opposed.

List of Stakeholders

by dept / Individual

names

Strongly

Supportive

Moderate

ly Supportiv

e

Neutral

(indifferent

or undecided)

Strongly

Against/

Opposed

Moderately

Against/ Opposed

Reason for Resistance

Level of Resistance (High,

Med, Low)

Actions

Shaheedullah Baray (CEO

of the Company)

x

CEO completely agrees with the

suggestions being provided by the Project Team. As he is

the one, who has identified the key problems at the

company

Low

The complaints are internal and are very critical in

nature and this has lead to the

increasing rejection rate of the job; the business is facing

huge overhead costs and facing losses.

Hence a detailed Six Sigma Project is

being implemented upon the company

AHSAN (Production Manager)

x

He is very supportive and helpful as he

wants the company to earn more profits and provide better quality to the customers

Med

After the complete analysis of the

rejection rate of the jobs, Ahsan wants

the urgent resolution of the problem and this can be eliminated by strict Quality

control and Quality Assurance activities

on each step of printing

2020






names

Strongly

Supportive

Moderate

ly Supportiv

e

Neutral

(indifferent

or undecided)

Strongly

Against/

Opposed

Moderately

Against/ Opposed



Med, Low)

Actions

ASHRAF (Purchase Manager)

x

He is indifferent and fears that his

work might increase due to

this.

Med

Since his job is to purchase the raw

material such as ink and paper from the market, he will have to ensure that the best raw materials

would be purchases. So the reason of the rejection rate would not be the quality of

paper or ink

HAMEED & RIZWAN (Machine

Operators) x

They are not supportive of the TQM philosophy as they feel that their expertise is doubted. There

will be all checks on them and they feel intimidated.

High

Both the machine operators will have

to be trained on quality control

measures so that the need for reprinting is reduced.

2121






names

Strongly

Supportive

Moderate

ly Supportiv

e

Neutral

(indifferent

or undecided)

Strongly

Against/

Opposed

Moderately

Against/ Opposed



Med, Low)

Actions

WAQAR & FAZAL

(Assistant Machine

Operators)

x

They are indifferent as

they say it is not their job to

control quality. They just do as they are told.

Med

They will ensure that the whole

printing process will run smoothly and

the machines would be cleaned after

each job and no any technical cause of

print rejection occurs

WAQAR AHMED

(Plate Maker) x

Supportive towards the idea, following proper

procedures of plate making

Low

Waqar will ensure that the plates would be made

error free and they will not cause any

problems of double printing or color

spillage

2222






names

Strongly

Supportive

Moderate

ly Supportiv

e

Neutral

(indifferent

or undecided)

Strongly

Against/

Opposed

Moderately

Against/ Opposed



Med, Low)

Actions

IBRAHIM (Die Cutter) x

Ibrahim is supportive

towards the idea and follows the

standard practices of die

cutting

Low

Ibrahim will ensure the whole die

cutting process to run smoothly and error free. He will make sure that no any rejection rate occurs due to the cutting. He will

ensure the quality assurance in die cutting process

MEHFOOZ (Binder) x

Supportive towards the idea, so as to maintain a better level of service in the

printing industry

Low

Mehfooz will ensure the proper binding of the jobs and will be involved in the

Quality control process. If he will

find any miss printings during binding he will

report to the higher management

2323






names

Strongly

Supportive

Moderate

ly Supportiv

e

Neutral

(indifferent

or undecided)

Strongly

Against/

Opposed

Moderately

Against/ Opposed



Med, Low)

Actions

OMAIR, LIAQAT &

FAIZY (Assistant Binders)

x

Supportive towards the idea, as their tasks are

not the main ones that would hinder quality

Low

These persons will assist Mehfooz to ensure error free

binding of the jobs and to perform Quality control

activities

24

MEASURE PHASEMEASURE PHASE

24

25

MEASURE - ContextMEASURE - ContextTools used in Measure Phase are:

Data Collection Plan

Histograms

As-Is Process

2626

MEASURE – Data Collection PlanMEASURE – Data Collection PlanPerformance

MeasureOperational Definition

Data Source and Location Sample Size

Unacceptable job rejection rate for

books

The book printing process from the time

the client gives the job till the time the

job is printed should be defect free

• CEO• Production Manager• Paper Suppliers• Process House

Last 6 months

Who will collect the data

When will data be collected

How will data be collected

Other Data that should be collected

CEOAfter completion of

every job and at month end

Manually

Rejection from various types

of defects, total jobs of books each month

27

MEASURE – Histograms MEASURE – Histograms

Histogram 1: Types of jobs printed by the company per month

27

Books Calendars Cards Other

s TotalSeptember 12 0 3 0 15October 13 0 0 5 18November 13 0 5 3 21December 16 7 1 2 26January 15 1 3 1 20February 14 1 1 4 20Total 83 9 13 15 120

28

Histogram 2: Total number of jobs of Books in 6 months

28


Total Jobs of Books

September 12October 13November 13December 16January 15February 14Total 83

29

MEASURE – Pie Chart for Rejection MEASURE – Pie Chart for Rejection Total Jobs - 120

83

9

13

15

Total Jobs Books

Total Jobs Calenders

Total Jobs Cards

Total Jobs Others

Total Rejection: 40% of 120 jobs = 48

Books, 23Others, 25

Books

Others

*48% of total jobs rejected accrues to books

30

Histogram 3: Total number of jobs of Books rejected in 6 months

30


Rejected Jobs of Books

September 5October 4November 2December 3January 4February 5Total 23

31

Histogram 4: Total number of jobs of Books and their rejection per month

31

MEASURE – Histograms MEASURE – Histograms Total Jobs of

BooksRejected Jobs of

BooksSeptember 12 5October 13 4November 13 2December 16 3January 15 4February 14 5Total 83 23

32

Histogram 5: Type of defects per month

32

Out of registration printing

Ink related issues

Plate related issues

Picture resolution issues Total

September 2 2 0 1 5October 2 1 0 1 4November 1 0 0 1 2December 2 0 1 0 3January 2 1 1 0 4February 3 2 0 0 5Total 12 6 2 3 23


3333

MEASURE - ‘As Is’ ProcessMEASURE - ‘As Is’ Process

Yes

34

Key Findings – Lessons LearnedKey Findings – Lessons LearnedThe books printed by Rosette Printers are mostly rejected by their

CEO due to quality issues like out of registration printing, ink

related issues, plate making issues and picture resolution issues

The errors were caused by negligence and lack of skills of the staff.

Errors are identified once the book is printed and there is a need for

back working the process to find the source

There is no proper procedure followed to keep a check and balance

on the books printed that leads to blame game played by the staff.

35

There is no proper database maintained of the number of jobs

rejected and the reason for their rejection.

Data has been estimated with the help of VOC.

No proper acceptance of the errors made by the respective

personnel.

Proper monitoring and quality check will be needed at each

stage.

Key ChallengesKey Challenges

3636

ANALYZE PHASEANALYZE PHASE

37

ANALYZE - ContextANALYZE - ContextTools used in Analyze Phase are:

Pareto Chart

Fishbone Diagram

3838

ANALYZE – Pareto ChartANALYZE – Pareto ChartProblem

TypeOut of registration

printing Ink related

issues Picture resolution

issues Plate related

issues Count 12 6 3 2

% 52% 26% 13% 9%Cumulativ

e % 52% 78% 91% 100%

3939

ANALYZE – Fishbone DiagramANALYZE – Fishbone Diagram

40

Data Analysis & SummaryData Analysis & SummaryBased on the Histogram, Fishbone Diagram and Brainstorming

sessions, we have ascertained that the root causes of the problems

are :

Lack of proper procedures and checks

No proper training institute exists for the printing technicians

so they fail to differentiate quality errors

Since the machines are second hand, they tend to break down

and their parts aren’t readily available

Paper delivery can sometimes be the cause of printing defects

as they paper is normally ordered on phone and not checked

41

Plan for ImprovementPlan for ImprovementCreate a plan for improvement:

Generating creative solutions ideas

Analyzing the solution options and selecting the best

alternative (s)

Developing implementation plan

Learning from the pilot test and implementing the solutions

full-scale

42

Proposal for Better Resolution of the Proposal for Better Resolution of the IssueIssue

In order to resolve the errors in the book printing process, we have

decided to appoint 2 quality inspectors. Their job description will be

as follows:

Ensure that the paper specifications match with the paper

delivered.

Check for errors in film making by the Process House

Ensure that the plates are not over/under exposed and are intact

43

Proposal for Better Resolution of the Proposal for Better Resolution of the IssueIssue

Make sure that the machine operators maintain the

machine, clean it after every job, check the roller and

keep a close eye for out of registration printing errors.

Check the concreteness of ink prior to the entire

printing of books with regular testing.

4444

IMPROVE PHASEIMPROVE PHASE

4545

IMPROVE – ContextIMPROVE – Context In order to improve the overall performance and resolve

the issue at all levels it is important to evaluate the different

alternatives or options that spring from brainstorming. It is

also essential to understand how these alternatives would

help meet the set target along with specifying the criteria

for selection.

4646

IMPROVE – ContextIMPROVE – Context Tools used in Improve Phase are:

Brainstorming

To Be Process Map

Solution Evaluation Matrix

Stakeholders’ Analysis

Communication Matrix

Training Schedule

4747

IMPROVE – IMPROVE – BrainstormingBrainstorming

Replacing roller after a specified time interval.

Appointing quality controller to check the overall

operating process’s quality and identify and remove

bottlenecks.

Jobs should not become burdensome for the employees.

Timely maintenance of machineries.

Adding quality checks to the JD of the operator.

Check the volume and mixing of ink before the printing

starts to avoid ink from spreading over the paper

4848

IMPROVE – IMPROVE – BrainstormingBrainstorming A sample print should be done to make sure ink is in the

right volume

A sample print should be done to make sure that picture

resolution is superior

Check points to review quality on each step/stage

All machines should be regularly maintained and checked

before any job is to be started

All employees should be given proper training and

incentives to make sure all human errors are avoided and

proper checks are maintained throughout the process

4949

Control over delivery of specified/desired cards/books to

client should be our ultimate motto as our job is not only to

print quality books but also to deliver to customer :)

Proper scheduling the tasks assigned to workers to reduce

over flow & avoid heat-up of machines which could also be

the cause of text missing or blurred pictures/text

Quality Assurance officer & Quality Controller ;

Establishment of Quality Control Dept

IMPROVE – IMPROVE – BrainstormingBrainstorming

5050

IMPROVE – Selected IMPROVE – Selected SolutionsSolutions Appointing quality controller to check the overall operating

process’s quality and identify and remove bottlenecks.

A sample print should be done to make sure ink is in the

right volume and sample print for the picture resolution also

to be taken

All machines should be regularly maintained and checked

before any job is to be started and proper scheduling the

tasks assigned to workers to reduce over flow & avoid heat-

up of machines

The paper placement should be checked to make sure that

printing is done orderly and without any overlapping

5151

IMPROVE - ‘To Be’ ProcessIMPROVE - ‘To Be’ Process

5252

IMPROVE – Solution Evaluation IMPROVE – Solution Evaluation MatrixMatrixList of Root

Cause (s) List Solutions % of Effect

Estimated Cost

Complexity

Estimated Benefits Risk Priori

ty Validatio

n ?

Out of registration

printing (Unclear Text &

Picture)

1. A sample print should be done to

make sure that picture resolution is

superior & text is clear

95% PKR 350/- 1 hour

This would prevent the time loss in reprinting the whole

job

Low 2 Yes

2. Reviewing quality (proper placement

of paper whilst printing) & ensure

machine is performing optimally

90%PKR

15000 (salary of

QC)2 hour


job

Low 1 Yes

Picture resolution

issues (Shaded Pictures,

Pictures looks double,etc)

1. Proper scheduling of

machine to avoid heatup causing ink to spur over paper

95% - 30-45 min planning

Crispness in images leading to

good quality print

High 1 No

2. Match with dummy and this

task should be given to QC & paper

quality should be checked before

printing

95%

PKR 500 (cost of sample printing

of pictures)

1 hourA move towards customer

satisfactionLow 2 Yes

Concreteness of ink (Density & unnecessary

lines)

1. Check the volume and mixing of ink

before the printing 85% 1 hour

Cost savings as ink would

not be wasted due

to negligence

Med 1 No

Inadequate Plates

1. QC ensures at first that plates are

designed as per specification.

90% PKR 250 1 day


job

Low 1 Yes

5353

IMPROVE – Risk AnalysisIMPROVE – Risk AnalysisList the

Solution or Major

Elements of solution

Failure Mode (What can go wrong) List each failure

mode

Severity, S

(1-10) 10 is Worst

Probability, P

(10 is very

probable)

Score = S X P(High score need

attention)

Action Plan Owner

Due Date for

Action

Reviewing Quality with the help of a

quality inspector

If the quality controller himself

is ill informed9 7 63

CEO will have to train the

quality controller with the

knitty gritties of printing

and regularly monitor his

activities and guide him

through the initial days.

Shaheedulla

h Baray

18-Mar

Proper scheduling of machine to

avoid heat up

Negligence on the part of the

machine operator,

underestimating the machine

capacity, machine break down sooner,

spare parts not easily available

7 4 28

Hameed will undertake a proper check

of all the machine

critical parts prior to every printing job

and conduct a follow up

after the job is printed.

Hameed

Before and after every job

5454

IMPROVE – Stakeholders’ AnalysisIMPROVE – Stakeholders’ Analysis





names

Strongly

Supportive

Moderate

ly Supportiv

e

Neutral

(indifferent

or undecided)

Strongly

Against/

Opposed

Moderately

Against/ Opposed



Med, Low)

Actions

Shaheedullah Baray (CEO

of the Company)

x

CEO completely agrees with the

suggestions being provided by the Project Team. As he is

the one, who has identified the key problems at the

company

Low

The complaints were internal and are very critical in nature and this has

lead to the increasing rejection rate of the job; the business was facing huge overhead costs

and facing losses. Hence a detailed Six Sigma Project was implemented upon

the company

AHSAN (Production Manager)

x

He is very supportive and helpful as he

wants the company to earn more profits and provide better quality to the customers

Low

After the complete analysis of the

rejection rate of the jobs, Ahsan has got

the urgent resolution of the problem and now

this can be eliminated by strict Quality control and Quality Assurance activities on each step of printing

5555






names

Strongly

Supportive

Moderate

ly Supportiv

e

Neutral

(indifferent

or undecided)

Strongly

Against/

Opposed

Moderately

Against/ Opposed



Med, Low)

Actions

ASHRAF (Purchase Manager)

x

He is indifferent and fears that his

work might increase due to

this.

Med

Since his job is to purchase the raw

material such as ink and paper from the market, After the implementation of Six Sigma at the

Company, Now he will have to ensure that the best raw

materials would be purchased. After the implementation of this, the reason of the rejection rate would not be the

quality of paper or ink

HAMEED & RIZWAN (Machine

Operators) x

They are moderately

supportive of the TQM philosophy as they feel that their expertise is doubted. There are however,

willing to give it a try.

Med

After the successful Implementation of Six Sigma at the

Company, both the machine operators

will have to be trained on quality

control measures so that the need for

reprinting is reduced.

5656






names

Strongly

Supportive

Moderate

ly Supportiv

e

Neutral

(indifferent

or undecided)

Strongly

Against/

Opposed

Moderately

Against/ Opposed



Med, Low)

Actions

WAQAR & FAZAL

(Assistant Machine

Operators)

x

They are indifferent as

they say it is not their job to

control quality. They just do as they are told.

Med

After Six Sigma Implementation,

they will ensure that the whole printing process will run smoothly and the

machines would be cleaned after each

job and no technical cause of print

rejection occurs

WAQAR AHMED

(Plate Maker) x

Supportive towards the idea, following proper

procedures of plate making

Low

Waqar will ensure that the plates would be made

error free and they will not cause any

problems of miss or double printing or

color spillage

5757






names

Strongly

Supportive

Moderate

ly Supportiv

e

Neutral

(indifferent

or undecided)

Strongly

Against/

Opposed

Moderately

Against/ Opposed



Med, Low)

Actions

IBRAHIM (Die Cutter) x

Ibrahim is supportive

towards the idea and follows the

standard practices of die

cutting

Low

Ibrahim will ensure the whole die

cutting process to run smoothly and error free. He will make sure that no any rejection rate occurs due to the cutting. He will

ensure the quality assurance in die cutting process

MEHFOOZ (Binder)

x

Supportive towards the idea, so as to maintain a better level of service in the

printing industry

Low

Mehfooz will ensure the proper binding of the jobs and will be involved in the

Quality control process. If he will

find any miss printings during binding he will

report to the higher management

5858






names

Strongly

Supportive

Moderate

ly Supportiv

e

Neutral

(indifferent

or undecided)

Strongly

Against/

Opposed

Moderately

Against/ Opposed



Med, Low)

Actions

Quality Inspector(s) x

Strongly supportive as

they are employed for

ensuring quality

-

The Quality inspectors employed at various levels will ensure that all the

processes are followed

5959

IMPROVE – Communication IMPROVE – Communication MatrixMatrixAudience Method Frequency Owner

Sponsor – Mr. Shaheedullah Baray, CEO, Rosette Printers

Face to Face

Daily as required or 2-3 times a week

Project Manager

Stakeholder - AHSAN (Production Manager)

Face to Face

Daily as required, At times Weekly

Project Manager

Stakeholder- ASHRAF (Purchase Manager)

Face to Face

Daily as required, At times Weekly

Project Manager

Stakeholder - HAMEED & RIZWAN (Machine

Operators)Face to

FaceDaily as required, At

times Weekly Project

Manager

Stakeholder - WAQAR AHMED (Plate Maker)

Face to Face Weekly Project

ManagerStakeholder - IBRAHIM (Die

Cutter) Face to

Face Weekly Project Manager

Stakeholder - MEHFOOZ (Binder)

Face to Face Weekly Project

Manager

6060

IMPROVE – Training ScheduleIMPROVE – Training ScheduleTraining Schedule - Pre Live Training

Sr. No

Pre - Live Training Program

Training Schedule Date

Responsibility

1 Orientation of the new process 17-Mar Project

Manager

2 Detail description of procedures 17-Mar Project

Manager

3 Departments role and responsibilities 18-Mar Project

Manager

4 Process Monitoring tools 19-Mar Project Manager

5 Mini case studies 20-Mar Project Manager

6 Role Play 21-Mar Project Manager

7 Quiz on New process flow 21-Mar Project Manager

Training Schedule - Post Live TrainingSr. No

Post - Live Training Program

Training Schedule Date

Responsibility

1 Discussion Sessions 22-MarProcess Owner

2 Review of Process 23-MarProcess Owner

3Refresher Training on the

Process 24-MarProcess Owner

61

Key Findings – Lessons LearnedKey Findings – Lessons LearnedImplementation of the solution was an interesting task

since we had placed checks at every level.

The CEO’s guidance and support in mapping and

implementing the process was an add on.

Objective measurement of the results was needed.

62

CONTROL PHASECONTROL PHASE

62

6363

CONTROL – ContextCONTROL – Context The main objective of this area is to ensure that the entire

process has close controls and is being monitored.

Control is required at all levels of the new process.

Number of Graphs were used to measure the effectiveness

of the process.

The control phase helped us to fix the process and shows

the level of commitment and seriousness required at the

different stages of the process

Tools used in Control Phase are:

Control Chart Control Plan

64

CONTROL – Charts CONTROL – Charts Books Calendars Cards Others Total

September 12 0 3 0 15October 13 0 0 5 18November 13 0 5 3 21December 16 7 1 2 26January 15 1 3 1 20February 14 1 1 4 20March 13 0 5 0 18April 17 0 0 3 20May 15 0 2 2 19Total 128 9 20 20 177

Histogram 1: Types of jobs printed by the company per month

64

65

Total Jobs of

BooksSeptember 12October 13November 13December 16January 15February 14March 13April 17May 15Total 128Histogram 2: Total number of jobs of Books in 9

months

65

CONTROL – Charts CONTROL – Charts

66

Rejected Jobs of

BooksSeptember 5October 4November 2December 3January 4February 5March 1April 2May 1Total 27Histogram 3: Total number of jobs of Books

rejected in 9 months

66


67

Total Jobs of BooksRejected Jobs of

BooksSeptember 12 5October 13 4November 13 2December 16 3January 15 4February 14 5March 13 1April 17 2May 15 1Total 128 27Histogram 4: Total number of jobs of Books and their

rejection per month

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Histogram 5: Type of defects per month

Out of registration

printing Ink related

issues Plate related

issues Picture resolution

issues TotalSeptember 2 2 0 1 5October 2 1 0 1 4November 1 0 0 1 2December 2 0 1 0 3January 2 1 1 0 4February 3 2 0 0 5March 0 1 0 0 1April 1 0 0 1 2May 0 0 1 0 1Total 13 7 3 4 27

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CONTROL – Plan (‘To Be’ CONTROL – Plan (‘To Be’ Process)Process)

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IndicatorsContr

ol Limit

Checking Item Checking Frequency Responsibility

T1: Delivery of the specified paper for printing

1 DayPaper sets returned to the supplier

Every time a new job is ordered

Quality control staff, Admin, purchase manager

T2: Plate making 1 Day

Inaccurate plates returned to the pre press department for remaking

Every time a new job is printed

Quality control staff, plate maker

T3: Preparation of ink

1 Hour

Inaccuracy in ink preparation and returned for re preparation

Every time a new job is printed

Quality control staff, machine operator, production manager

T4: Printing of books

2 Days

Books being reprinted due to inaccuracy

After every job of books are printed

Quality control staff, production manager, machine operator, CEO

T5, T6, T7: Cutting, Creasing & Binding of books

1 Day

Inaccuracy in cutting, creasing or binding and returned to the post press department

For every job of books printed

Quality control staff, Cutter, Binder, Assistant Binder

CONTROL – Plan CONTROL – Plan

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Key Findings – Lessons LearnedKey Findings – Lessons Learned

Strict monitoring of all activities and procedures is

compulsory

Regular updates with machine operators, plate makers

and Process House is needed to ensure that problems are

identified and resolved in due time.

Accurate registration of complaints

Quality inspectors will have complete responsibility to

ensure that the processes are followed but the employees

will also have to take responsibility

Training of operation staff is mandatory

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Key Findings – Team Lessons LearnedKey Findings – Team Lessons Learned

A prerequisite for implementing Six Sigma effectively is

team work

All team members had to give in their time and effort to

understand the entire printing process prior to starting work

on Six Sigma implementation

Since the CEO was our group member’s father, the data

collection process was convenient

Six Sigma helped in the identification of the loopholes in

the process and provided a solution to reduce the errors

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APPENDIXAPPENDIXTools used in the project were:

Project PlanProject CharterProcess MappingVOC to CTQStakeholders’ Analysis in Define PhaseData Collection PlanMeasure – Various Histograms Detailed ‘As is’ Process MapPareto ChartFishbone Structure (Cause And Effect)‘To be’ Process MapSolution Evaluation MatrixStakeholders’ Analysis in Improve PhaseCommunication MatrixTraining ScheduleControl – Various HistogramsControl Plan

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THANK YOU! THANK YOU!

total quality management - final presentation - apr - 4 - 10

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