Total Quality Management - Introduction TQM References

Total Quality Management -IntroductionModule 30TQM References1. Deming, W. Edwards, “Out of the Crisis,” M.I.T. Press, 19862. Deming, W. Edwards, “Quality, Productivity, and CompetitivePosition,” M.I.T. Press, 19823. Walton, Mary, “The Deming Management Method,” Perigee Books,19864. Crosby, Phillip B., “Quality is Free,” McGraw-Hill, 19795. Juran, J.M. and Gryna, Jr., Frank M., “Quality Planning andAnalysis - From Product Development Through Use,” McGraw-Hill, 19806. Juran, J.M., “Juran’s Quality Control Handbook,” McGraw-Hill,19887. Mitra, Amitava, “Fundamentals of Quality Control andImprovement,” Prentice Hall, 19981

Quality Technologies1. Total Quality ManagementTQ ControlTQ Leadership2. Statistical Quality Control or Statistical Process Control6σ3. Quality ImprovementIshikawa techniquesQuality circlesQuality of work life4. Quality Engineering by Design5. Quality Function DeploymentTaguchi methodsRobust DesignD.O.E.Use of Technologies AcrossProduct Life CycleQFDTQM Quality PhilosophyQuality Eng. / DesignQuality ImprovementSQCConcept ProductPlanningDesign Manuf. Assembly Service RecycleProduct Life Cycle2

Use of Technologies AcrossCompany OrganizationCompanyorganizationCEOVPDepartment head(eng., prod., pur.)supervisorforemanworkerSQCQualityImprovementQualityEng. / DesignTQM QualityPhilosophyQFDT.Q.M.Total = CompleteManagement = DirectionControl,AdministrationQuality = Fitness for use3

Quality Definition• Fitness for use - defined by customer• two categories:ü quality of designü quality of conformanceTotal Qualityis an approach to doing business that attempts tomaximize the competitiveness of an organizationthrough the continual improvement of the qualityof its products, services, people, processes, andenvironments.4

Concept of Total Quality ControlConcept of Total Quality Control. . .5

Concept of Total Quality Control. . .How It Is AchievedThe total quality approach has the following characteristics:ü customer focus (internal and external)ü obsession with qualityü scientific approach to decision making and problem solvingü long-term commitmentü teamworkü continual process improvementü education and trainingü freedom through controlü unity of purposeü employee involvement and empowerment6

Quality EvolutionJAPANJ.U.S.E.formedMassive statisticaltrainingDeming lecturesMacArthur invitesDeming to JapanEmphasis on quantityWorld War II rather than qualityUNITEDSTATES Shewhart control Pent up buyingchartsdemandNBC white paper1930 1940 1950 1960 1970 1980 1990Process ManagementTotal Quality Control (TQC)Key concept - Process Management• “…we’ve focused increasingly on the work process, wherethe greatest gains can be made improving the capabilitiesof the process.”John F. Akers, President, American Electronics Assoc.• “Fix the process, and you’ll fix the product.”March 13, 1984Craig Walter, Quality Director, Hewlett-PackardApril 17, 19847

Process Management“Improved quality comes from improvement of theprocess”.“Quality control should check the process not theproduct”.• W. Edwards DemingHigh Quality ProcessCharacteristics• The process is effective - it gets the job done• The process is under control:ü documentedü responsibilities are definedü data integrity is verifiedü assets are protectedü variability is minimized• Quality is monitored by key indicators - improvement trends are clear• Process is efficient - operates with minimum resources• Value-added is defined, measured and tracked8