QUALITY – meeting and exceeding customer expectations at a price that he is willing to pay possess the product and
serve
QUALITY TYPES
- Quality of DESIGN
- Quality of PERFORMANCE
- Quality of CONFORMANCE
QUALITY LEVELS
Customer requirements Specific measures Performance standards
ORGANIZATIONAL LEVEL
Quality focused organizations
Data gathering Benchmarking Customer feedback
PROCESS LEVEL
1. Products most important to external customers
2. Process that produce throes products
3. Key inputs to the process
4. Processes that have the most major effect on customer-drive performance standards
5. Internal customers and their needs
PERFORMER/JOB/TASK DESIGN LEVEL
1. How clean the performance expectations are
2. Positive/negative results
3. Feedback obtained by the individual
4. Physical, mental and emotional capacity
COST QUALITY
PREVENTION COSTS
Products or service Quality planning Quality assurance training
requirements
APPRAISAL COSTS
Verification Quality audits Supplier rating
INTERNAL FAILURE COSTS
Waste Scrap Rework or rectification Failure analysis
EXTERNAL FAILURE COSTS
Repairs and servicing Warranty claims Complaint handling
TOTAL QUALITY MANAGEMENT – all-inclusive and well-thought-out means of organization management that
searches to advance the quality of processes, products, service, and culture through continuing minor changes in reply to
constant feedback
COMMUNICATION
COMMUNICATION Recognition COMMUNICATION
Training
Teamwork
Leadership
Integrity & ethics
COMMUNICATION
CORE CONCEPT OF TQM
1. Customer satisfaction
2. Internal customer satisfaction
3. All work is a process
4. Measurement
5. Synergy in teamwork
6. People make quality
7. continuous improvement
8. prevention
TRADITIONAL MANAGEMENT TOTAL QUALITY MANAGEMENT
Management by result Produce a high quality product without cutting corners
PRODUCT QUALITY SERVICE QUALITY
Performance Tangibles
Features Reliability
Reliability Responsiveness
Conformance Assurance
Durability Empathy
Serviceability
Aesthetics
Perceived quality
TOOLS OF THE TRADE
1. brainstorming – technique used to recall things you know about a topic and generate ideas that can be organized
later. Ideas can be as random as they can be. Mind mapping – start narrowing down your focus and organizing
the ideas.
2. nominal group technique – method for group brainstorming that encourages contributions for everyone.
3. cause and effect analysis – user to consider all the likely cause of problem, not just the obvious one.
4. PDCA cycle – also known as deming wheel and Shewhart cycle. It is an approach of establishing tool for
achieving continuous improvement.
a. Plan – identify problem
b. Do - test potential solutions
c. Check – study results
d. Act – implement the best solution
5. Flow chart – depicts a process through visual means, lacking statistical elements but serving no reconstruct the
actual execution of the process
6. Check sheet – data collection sheets and tally charts are non-statistical but comparatively easy
7. Pareto chart – graph that indicated the frequency of defects, as well as their cumulative impact.
8. Run chart – used to study collected data for trends or patterns over a specific period of time
9. Run/control chart
10. Force field analysis – used in decision-making tool that organizations utilize in determining the importance,
impact, and influence of various factors before implementing changes in business processes.
11. Strategic quality planning – documents that together specify quality standards, practices, resources,
specification, and the sequence of activities relevant to a particular product, service, project.
ISO (International Organization for standardization) STANDARDS
- Started in 1946
1. Quality management
2. Environmental management
3. Health and safety
4. Transportation
5. Social responsibility
6. Energy management
7. Risk management
8. Food safety management
9. Information security management
10. Occupational health and safety
11. Anti-bribery management systems
12. Medical devices
QUIZ 1
3 TRUE about quality.
- Non-stop improvements of all systems and processes
- A lot more than the non-existence of defects
- Can be observed through the eyes of management
What does the quality of design entail, considering the characteristics required to satisfy customer
requirements based on market research? The product or service must:
- Minimally meet the needs of the consumer at a given level
- Prioritize functionality over aesthetics
Quality of conformance is meeting the user-based characteristics defined in the design phase after service
delivery
Quality of performance evaluates in how well the product functions or the service performs when used
3 advantages of TQM
- Enhanced employee production
- Conducive corporate environment
- Positive customer feedback
EXTERNAL FAILURE cost to quality talks about repairs, warranty claims, compliant and handling; the
most expensive cost to quality
PREVENTION cost to quality talks about product/service requirements, quality planning, quality assurance,
training
APPRAISAL cost to quality talks about verification, quality audits and supplier rating
What is TQM?
- strong emphasis on understanding and meeting customer needs
- gathers feedback from customers and integrating their perspectives into the design and improvement
of products or services
- encourages employees at all levels to identify opportunities for enhancing processes, reducing defects,
and increasing overall efficiency.
STRATEGIC DIMENSIONS OF QUALITY
PRODUCT QUALITY
- features
- performance
- durability
- conformance
- perceived quality
- serviceability
- aesthetics
- reliability of product
SERVICE QUALITY
- responsiveness
- reliability of service
- tangibles
- assurance
- empathy
TOTAL QUALITY MANAGEMENT DIMENSIONS AND PRINCIPLES
APPROACHES TO QUALITY DEFINITION
- transcendent
- product-based
- user-based
- manufacturing-based
- value-based
QUIZ 2
1. describe in two what JUST-IN-TIME is all about
- has something to do with internal processes
- decreasing set up times to allow economic production of smaller lots
2. two characters made up the work KAIZEN
- Good & Change
3. According to Juran, ‘planning’ activities include:
- Establish the quality goal
- Develop product features
- Discover customer needs
- Establish process controls and transfer them to operations
4. This kaizen guiding principles expresses that the quality of outcomes is closely linked to effectiveness
and efficiency of the underlying process. By focusing on developing and optimizing well-designed
processes, organizations can enhance their ability to consistently achieve positive and high-quality
results.
- Good processes carry good results
5. Purpose of the control phase in the Six Sigma methodology
- Sustaining the gains and ensuring continued process stability
6. Quality is a technical function
- True
7. Company that started using Kaizen
- Toyota
8. Which phase is a key component of the Six Sigma DMAIC (Define, Measure, Analyze, Improve,
Control) methodology
- Analyze
9. What is the key realization made during the problem solving workshop regarding the superintendent’s
personal habits and the 5s concept?
- Superintendent’s personal habits align closely with the principles of 5S
10. About supplying to customers what they want and when they want it
- JIT
11. Stage of suggestion system states that management should make every effort to help the workers
provide suggestions, no matter how primitive, for the betterment of the worker’s job and the workshop
- Encouragement
12. Kaizen guiding principles highlights the importance of direct observation and firsthand understanding
of the current state of processes. By physical engaging with the work environment, stakeholders can
gather accurate information, identify inefficiencies, and make informed decisions to drive continuous
improvement
- Go see for yourself
13. Three concepts in teachings of Dr. Shingo
- Single minute exchange dies
- Zero quality control
- Just in time
14. This concept suggests that, in a well-managed system, the pursuit of quality and the management of
costs are not conflicting objectives but rather complementary elements. This perspective emphasizes
the idea that investing in quality can ultimately lead to cost savings and improved efficiency in the
long run
- Quality and cost are sum, not differences
15. Primary focus of Lean methodology
- Eliminating waste and optimizing efficiency
16. Stage of suggestion system stresses that in order for the workers to provide better suggestions, they
should be equipped to analyze problems.
- Education
17. It attributed to Nippondenso, a company that created parts for Toyota
- Total productive maintenance
18. Activity that intensifies the ownership from the employees of the company in finding root cause and
being part of the solution
- Small group activity
