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IF I CAN TELL YOU PRECISELY WHAT

TO DO THEN I DONT NEED YOU TO DO


IT, I CAN TELL A MACHINE TO DO IT
AND THE MACHINE IS CHEAPER AND
DOES NOT NEED VACATION
MICHAEL HAMMER
THE ONLY WORK LEFT FOR HUMANS
TO DO IS WORK THAT TRULY
REQUIRES HUMAN CAPABILITIES

Best-in-Class and World-Class


Customers expectations of quality are not
the same for different classes of products or
services.
Best-in-class quality means being the best
product or service in a particular class of
products or services.
Being a world-class company means that
each of its products and services are
considered best-in-class by its customers.

ADVANCES IN QUALITY MANAGEMENT

TQM
ISO
6 SIGMA

TQM: TQM IS AN ORGANISATIONAL


APPROACH IN DELIGHTING
CUSTOMERS(BOTH INTERNAL AND
EXTERNAL)BY MEETING THEIR
EXPECTATIONS ON A CONTINUOUS BASIS
THROUGH EVERYONE INVOLVED WITH
THE ORGANISATIONWORKING ON
CONTINUOUS IMPROVEMENT IN ALL
PRODUCTS , SERVICES AND PROCESSES
ALONG WITH PROPER PROBLEM
SOLVING METHODOLOGY

COST SUBTRACTION PRINCIPLE


COST + PROFIT = PRICE
(STATUS QUO)
PRICE COST = PROFIT
(SUBTRACTION PRINCIPLE 1
PRICE PROFIT = COST
(SUBTRACTION PRINCIPLE 2)

VOICE OF CUSTOMER
A Systematic way of ensuring that
the
Development
of
Product
Features.
Characteristics
and
specifications, as well as the Selection
and
Development
of
process
Equipment, Methods and Controls,
are driven by the Demands of the
Customer or Market Place!

CUSTOMER FOCUS
- Gandhi View
A customer is the most important visitor on our premises.
He is not dependent on us. We are dependent on him.

He is not an interruption on our work. He is the purpose of


it,

He is not an outsider on our Business. He is a part of it.


We are not doing him a favour by serving him. He is doing
us a favour by giving us an opportunity to do so.

Quality is not expensive it is priceless.


By Mohandas K. Gandhi

TOTAL QUALITY
MANAGEMENT
WORLD CLASS
TOTAL EMPLOYEE
INVOLVEMENT
Leadership, Team Work,
Consensus and Empowerment
Just In
Time / Waste
Elimination
Problem
Exposure

Total Quality
Control
Systems, SPC,
PDCA Problem
Solving Tools

Through Continuous
Improvements

WASTE IN OFFICE ENVIRONEMENT

La
A u ck
t o of
m Of
at fi
i o ce
n

Inc
Mg onclu
t. S sive
ty l
e

g
n
i
&
et
Me ning
n
Pla duct
n
Co

y
h
rc
a
ie r
H
es
r
u
d
e
c
o
Pr
Info Retrieval
& Storage

ice
f
f
O
s
s
e
aff
t
c
x
S
E
rt
o
p
Sup

ils
ta
De
of ing
ck nn
La Pla
in

Lack of
System

BASIC IN JIT
ed
k ill
S
i
r
lt
Mu perato
O

Pok
ayo
ke
Bui
ld

Def
ect

p
p
tu
tu
Se
Se
d
e
ce e
gl e
du Tim Sin ang
( ch
Re
ED Ex )
SM ute Die
in
M

Le
Prod vel
uctio
n
Dem
and
Pull

Waste in
Process

Process
Capability

Pokayoke

JIT

Waiting
Queing
Searching

Ov
Prod er
ucti
on

n
Ma r
e
pow

g (5S)
Housekeepin
Kanban
d
t
an
Transparen
m l
De ul ce
Workplace
P
u
od is
Pr at d
h
W de
e
y
ne
or

Qu
Sou ality a
t
rce

nt
ve
In

JIT
Ma Mat
nag eria
em ls
ent
Re
liab
Su
p p le
ly
Po
Ven or
Qu dor
ali
ty

um
tim
p
O
Use

/c
M eak
Transpo
Br own gh nt
rtation
d Hi me ess
p n
ui ive
q
E fect
No/Minimum
Ef
Transport/Handl
M
ing
TP

Cell Design, Layou


t,
Material Handlin
g&
Transportation

JUST IN - TIME
A Structural approach in a
Manufacturing Organisation focused
on improving Timeliness, Quality,
Productivity and Flexibility
utilizing various methods of Work
Simplification and Waste
Reduction.

JIT METHODS

GOOD HOUSEKEEPING
VISUAL CONTROL
JIDOKA (AUTONOMATION)
ANDON (VISUAL INDICATION OF TROUBLE)
POKAYOKE (NOT ALLOWING MISTAKES TO OCCUR)
MACHINETOTAL PRODUCTIVE MAINTENANCE
MATERIAL HANDLING / TRANSPORTATION
SET UP REDUCTION
DEMAND PULL + KANBAN
SCHEDULING
JIT MATERIALS MANAGEMENT

JIT
-REDUCED LEAD TIMES
-MINIMISE INVENTORY/WIP
-LIMITED TO REPETITIVE MFG
-REQUIRES A STABLE PRODUCTIONSCHEDULE(SAY FOR A MONTH)
-LESS FLEXIBILITY IN PRODUCT/ITEM
-REQUIRES WIP IN DOWNSTREAM SIDE
-VENDORS TO BE CLOSE TO FACTORY

Quality Certification

ISO 9000
International standards
for quality and control

ISO 9000
Series of standards agreed upon by the
International Organization for
Standardization (ISO)
Adopted in 1987
More than 100 countries
A prerequisite for global competition?
ISO 9000 directs you to "document what
you do and then do as you documented."

ISO 9000
Series of standards agreed upon by the International
Organization for Standardization (ISO)
Adopted in 1987
More than 100 countries
A prerequisite for global competition?
ISO 9000: document what you do and then do as you
documented.
Design

Procurement

Production

Final test
ISO 9003
ISO 9002
ISO 9001

Installation

Servicing

ISO 14000
A set of international standards for assessing
a companys environmental performance
Standards in three major areas
Management systems
Operations
Environmental systems
OSHA Occupational Safety and Health Standards
TS 16949: Automobile - Design, production and service

Motorolas Six Sigma Quest for


Zero Defects
Six sigma is equivalent to 99.9999998
percent accuracy.

3
6
Observations

Standard deviation can be used to express number


of defects in a work produced by a process.
Within
would produce about 32% defects
(32 defects in a 100).
Within
would produce about 0.27% defects
(2 defects in a 1000).
Within
would produce 0.0000002% defects
(2 defects in a billion)

Sigma Quality Levels


Nonconforming Units per Million
Sigma
3
4
5
6

Defects per million


66,803
6,200
233
3.4

Companies Using Six Sigma


Concept

Motorola
General Electric
Raytheon
Boeing
Caterpillar
IBM
Xerox
Whirlpool

Benchmarking
1. Identify those processes needing
improvement.
2. Identify a firm that is the world leader in
performing the process.
3. Contact the managers of that company and
make a personal visit to interview managers
and workers.
4. Analyze data

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