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Title: Quality Management
Description: These uploads are comprehensive and easy to read and understand the topic of quality management which includes all lecture classes and related information. I used these notes as my main study preparation and they have been formatted to facilitate easy navigation and speedy learning of the substantive concepts. The notes are easily structured and can be relied on for study and preparation of exams. This note includes definitions, objectives, specifications, dimensions, sources and costs of quality and quality management, total quality management, tools for total quality management, wastes, material resource planning. These notes have made score clear distinctions in the entire form of the unit.
Description: These uploads are comprehensive and easy to read and understand the topic of quality management which includes all lecture classes and related information. I used these notes as my main study preparation and they have been formatted to facilitate easy navigation and speedy learning of the substantive concepts. The notes are easily structured and can be relied on for study and preparation of exams. This note includes definitions, objectives, specifications, dimensions, sources and costs of quality and quality management, total quality management, tools for total quality management, wastes, material resource planning. These notes have made score clear distinctions in the entire form of the unit.
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QUALITY MANAGEMENT
LEARNING OBJECTIVES
•
•
•
•
•
•
•
Define Quality and appreciate its importance
Discuss different views of product quality
Define quality management
Examine the costs of quality management
Describe total quality management (TQM)
Describe the seven tools of TQM
Understand the role of TQM
DEFINITIONS
The definition of quality depends on the role of
the people defining it
• Fitness for purpose
...
• Support services Quality defined in terms of the
support provided after the product or service is
purchased
...
Defining Quality
• An operations manager’s objective is to build
a total quality management system that
identifies and satisfies customer needs
DIFFERENT VIEWS
►
User-based (EXTERNAL VIEW): better
performance, more features
►
Manufacturing-based (INTERNAL VIEW):
conformance to standards, making it right
the first time
►
Product-based: specific and measurable
attributes of the product
QUALITY SPECIFICATIONS
1
...
Inherent (basic) value of the product in the
marketplace
...
CONFORMANCE QUALITY
...
Ability to fulfil the intended purpose
...
Ability to perform the specified functions under
prescribed conditions without failure for a specified period
• Conformance
...
The period within which the products serves the
intended purpose successfully
...
Ability to maintain its purpose or function through
service
• Aesthetics
...
Feel, finish, reputation, expected
...
Secondary characteristics that supplement the products
basic function
QUALITY MANAGEMENT
• Is the management function responsible for all
aspects of Quality
The Various sources of Quality
a)
b)
c)
d)
e)
f)
g)
h)
i)
Customer
...
Quality materials result in quality products
Machines and instruments
...
Well trained and qualified personnel can
produce quality goods/ service
Work environment
...
e
...
flat structure, vertical
Competition
...
Directs the ultimate output
Government regulation
...
Costs of Quality
Costs associated with preventing defects and
Prevention limiting failure and appraisal costs (e
...
, training,
Costs improvement projects, data gathering, analysis)
Appraisal
Costs
Internal
Failure Costs
Costs resulting from inspection used to assess
quality levels (e
...
material inspection, inspection
staff salaries, development of test procedure
...
g
...
)
External Costs associated with defects found after
Failure Costs delivery to customer (e
...
, warranty, recall, etc
...
Its goals are aimed at long-term
development of quality products and services
...
e
...
• Total- Everyone is involved
• Quality- All the features and characteristics that
make the product or service fit for purpose and
satisfy the customer stated or implied needs
• Management – Empowering and enabling
environment
...
Customer Focus
...
a)
b)
c)
d)
Operations must understand the detail of current and future
customer needs,
Convert these requirements into viable products
Make these products using efficient processes and generally
exceed the customer expectations
Occasionally review the requirements
2
...
Involvement of people
All people in the establishment should be aware
of the importance of meeting customer
requirements and of their responsibilities for
this
...
IS A SINCERE BELIEF AND TRUST IN PEOPLE
This means giving people room to make
decisions based on what they think is right, to
have control over their work, to learn from
mistakes and to promote the change
...
Process approach
Recognizing that all operations used to make a product
form a single process which should be managed as an
integrated whole
...
Systems approach
All systems in the production process work as a team
...
6
...
Factual approach to decision making
Managers use a range of skills to make their decisions, and intuitive
reasoning is certainly one of these
...
❖ Are your decisions based on guess work, intuition or past experience
?
...
❖
❖
❖
❖
Mutual beneficial supplier relationship
To get the maximum long term benefit, there should be mutually
beneficial relationships at each point in the supply chain
...
Tools for Generating Ideas
►
Check Sheet
►
Scatter Diagram
►
Cause-and-Effect Diagram
2
...
Tools for Identifying Problems
►
Histogram
►
Statistical Process Control Chart
Seven Tools of TQM
(a) Check Sheet: Tool for collecting, organizing and
displaying data to uncover patterns
Hour
Defect
1
2
A
///
/
B
//
/
C
/
//
3
/
4
5
6
7
8
/
/
/
///
/
//
///
//
////
/
Seven Tools of TQM
(b) Scatter Diagram: Used to examine the
relationship between variables
Scatter plot of the relationship between conformance data and prevention
and appraisal quality related costs
Seven Tools of TQM
(c) Cause-and-Effect Diagram: A tool that
identifies process elements (causes) that
might effect an outcome
Cause
Materials
Methods
Effect
Manpower
Machinery
Seven Tools of TQM
Pareto Analysis: Separates the critical few
form the trivial many
(d)
1
...
Gather data and calculate frequency of observations
Percent
4
...
Sort into descending order
by percentage
A
B
C
D
E
Seven Tools of TQM
(e) Flowchart (Process Diagram): A chart that
describes the steps in a process
Seven Tools of TQM
(f) Histogram: A distribution showing the
frequency of occurrences of a variable
►
►
►
A representation of data in a bar chart
format
Also used to observe the shape of
data
...
On a given day the manager randomly selects 40 sales from
the sales register receipt
...
Develop
a histogram of the sales
...
51
5
...
24
7
...
96
8
...
55
5
...
11
1
...
79
3
...
25
5
...
79
2
...
24
2
...
11
5
...
19
2
...
36
4
...
66
5
...
95
0
...
25
2
...
29
3
...
15
5
...
56
3
...
49
5
...
56
5
...
e
...
Why?
➢The worst thing for a business is a weak competitor
...
Benchmarking
Benchmarking is defined as
➢
➢
➢
Measuring your performance against that of bestin-class companies
Determining how the best-in-class achieve those
performance levels
Using the information as a basis for your own
company’s targets, strategies and implementation
...
Determine what to benchmark
2
...
Identify benchmarking partners
4
...
Take action to match or exceed the
benchmark
Benchmarking
Purposes of Benchmarking
1
...
3
...
5
...
7
...
Overproduction
2
...
Transportation
4
...
Motion
6
...
Defective products
Defect waste
...
Quality
errors that cause defects invariably cost you
far more than you expect
...
Transport waste
• Transport is the movement of materials from one
location to another, this is a waste that adds zero
value to the product
...
Inventory waste
Inventory has to be stored, it needs space, it
needs packaging and it has to be transported
around
...
The
waste of inventory hides many of the other
wastes in your systems
...
• Unnecessary motions are those movements of
man or machine which are not as small or as
easy to achieve as possible, by this I mean
bending down to retrieve heavy objects at
floor level when they could be fed at waist
level to reduce stress and time to retrieve
...
Waste of Overproduction
• Waste of overproduction is making too much
or too early
...
Overproduction leads to high levels of
inventory which mask many of the problems
within your organization
...
MRP is concerned
with both production scheduling and
inventory control
...
End of Semester
Title: Quality Management
Description: These uploads are comprehensive and easy to read and understand the topic of quality management which includes all lecture classes and related information. I used these notes as my main study preparation and they have been formatted to facilitate easy navigation and speedy learning of the substantive concepts. The notes are easily structured and can be relied on for study and preparation of exams. This note includes definitions, objectives, specifications, dimensions, sources and costs of quality and quality management, total quality management, tools for total quality management, wastes, material resource planning. These notes have made score clear distinctions in the entire form of the unit.
Description: These uploads are comprehensive and easy to read and understand the topic of quality management which includes all lecture classes and related information. I used these notes as my main study preparation and they have been formatted to facilitate easy navigation and speedy learning of the substantive concepts. The notes are easily structured and can be relied on for study and preparation of exams. This note includes definitions, objectives, specifications, dimensions, sources and costs of quality and quality management, total quality management, tools for total quality management, wastes, material resource planning. These notes have made score clear distinctions in the entire form of the unit.