OPM - Quallity Management

Definition of Quality:

• Customer satisfaction
• Manufacturing based - conformance to standards, making it right the first time, zero defect.
• Product based - specific and measurable attributes of the product.

TQM:

• Continuous improvement (Kaizen)
• Six sigma (3.4 defect/million)
• employee empowerment
• benchmarking
• just-in-time (JIT)
• taguchi concept
• knowledge of TQM tools

Tools of TQM:

• Check sheet
• scatter diagrams
• cause-and effect diagram (taghuci/fish bone diagram)
• pareto charts
• flow charts
• histogram
• statistical process control (SPC)

Cost of Quality:

1. Prevention costs - reducing the potential for defects.
2. Appraisal costs - evaluating products, parts and services.
3. Internal failure - producing defective parts or service before delivery
4. External costs - defects discovered after delivery.

Quality GURU:

W Edward Deming	14 Point for Management
Joseph M Juran	Top Mgmt commitment, fitness for use
Armand Feigenbaum	Total Quality Control
Philip B Crosby	Quality is Free

Benefit of quality:

Company reputation

• Perception of new products
• Employment practices
• Supplier relations

Product liability

• Reduce risk

Global implications

• Improved ability to compete

Deming Quality Concept:

• Create consistency of purpose
• Lead to promote change
• Build quality into the product; stop depending on inspection
• Build long term relationships based on performance, not price
• Continuously improve product, quality, and service
• Start training
• Emphasize leadership
• Drive out fear
• Break down barriers between departments
• Stop haranguing workers
• Support, help, improve
• Remove barriers to pride in work
• Institute a vigorous program of education and self-improvement
• Put everybody in the company to work on the transformation

Six Sigma - DMAIC Approach:

• Define critical outputs and identify gaps for improvement
• Measure the work and collect process data
• Analyze the data
• Improve the process
• Control the new process to make sure new performance is maintained

Benchmarking - Selecting best practices to use as a standard for performance

• Determine what to benchmark
• Form a benchmark team
• Identify benchmarking partners
• Collect and analyze benchmarking information
• Take action to match or exceed the benchmark

Taguchi Concept: Experimental design methods to improve product and process design

• Identify key component and process variables affecting product variation

Taguchi Concepts

• Quality robustness
• Quality loss function
• Target-oriented quality

When and Where to Inspect

• At the supplier’s plant while the supplier is producing
• At your facility upon receipt of goods from the supplier
• Before costly or irreversible processes
• During the step-by-step production processes
• When production or service is complete
• Before delivery from your facility
• At the point of customer contact