IES 331 Quality Control
TQM / Quality Systems and Standards
Week 15
September 13-15, 2005
1
Dr. Karndee Prichanont
IES331 1/2005
Outline

Total Quality Management (TQM)

Quality Improvement and Role of Employees

Strategic Implications of TQM

Six Sigma

TQM in Service Companies

Quality Awards and Setting Quality Standards

ISO 9000
2
Dr. Karndee Prichanont
IES331 1/2005
Achieving-Sustaining-Improving Quality
Quality Control
Quality
Management
Quality
Assurance
Quality
Improvement
3
Dr. Karndee Prichanont
IES331 1/2005
Total Quality Management (TQM)

Commitment to quality throughout organization
Principles of TQM

Customer-oriented

Leadership

Strategic planning

Employee responsibility

Continuous improvement

Cooperation

Statistical methods

Training and education
4
Dr. Karndee Prichanont
IES331 1/2005
Quality Gurus



Walter Shewart

In 1920s, developed control charts

Introduced the term “__________________”
W. Edwards Deming

Developed courses during World War II to teach statistical
quality-control techniques to engineers and executives of
companies that were military suppliers

After the war, began teaching statistical quality control to
Japanese companies
Joseph M. Juran

Followed Deming to Japan in 1954

Focused on _____________________
5
Dr. Karndee Prichanont
IES331 1/2005
Quality Gurus (cont.)

Armand V. Feigenbaum
 In 1951, introduced concepts of total quality control and
continuous quality improvement

Philip Crosby
 In 1979, emphasized that costs of poor quality far
outweigh the cost of preventing poor quality
 In 1984, defined absolutes of quality management—
conformance to requirements, prevention, and “zero
defects”

Kaoru Ishikawa
 Promoted use of quality circles
 Developed “____________” diagram
 Emphasized importance of internal customer
6
Dr. Karndee Prichanont
IES331 1/2005
Deming Wheel: PDCA Cycle
4. Act
1. Plan
Institutionalize
improvement;
continue
cycle.
Identify
problem and
develop plan
for
improvement.
3. Study/Check
2. Do
Assess plan; is it
working?
Implement
plan on a test
basis.
7
Dr. Karndee Prichanont
IES331 1/2005
TQM and…

… ____________


… ____________


a relationship between a company and its supplier based
on mutual quality standards
system must measure customer satisfaction
… ____________

infrastructure of hardware, networks, and software
necessary to support a quality program
8
Dr. Karndee Prichanont
IES331 1/2005
Quality Improvement and
Role of Employees
Participative problem
solving


________________________
________________________
every employee has undergone
extensive training to provide
quality service to Disney’s
guests
9
Dr. Karndee Prichanont
Quality Circle
IES331 1/2005
Organization
8-10 members
Same area
Supervisor/moderator
Training
Presentation
Implementation
Monitoring
Group processes
Data collection
Problem analysis
Solution
Problem
Identification
Problem results
Problem
Analysis
List alternatives
Consensus
Brainstorming
Cause and effect
Data collection
and analysis
10
Dr. Karndee Prichanont
IES331 1/2005
Strategic Implications of TQM

_________________________

_________________________

_________________________

_________________________
11
Dr. Karndee Prichanont
IES331 1/2005
Six Sigma


A process for developing and delivering
near perfect products and services
Measure of how much a process deviates
from perfection

____________ per million opportunities

Champion:

___________________________________
12
Dr. Karndee Prichanont
IES331 1/2005
Black Belts and Green Belts

______________


______________


project leader
a teacher and mentor
for Black Belts
______________

project team members
13
Dr. Karndee Prichanont
IES331 1/2005
Six Sigma: DMAIC
67,000 DPMO
cost = 25% of
sales
3.4 DPMO
14
Dr. Karndee Prichanont
IES331 1/2005
TQM in Service Companies




Principles of TQM apply equally well to services and
manufacturing
Services and manufacturing companies have similar
inputs but different ________________________
Services tend to be ________________________
Service defects are not always easy to measure
because service output is not usually ___________
_________________________________________
15
Dr. Karndee Prichanont
IES331 1/2005
Quality Attributes in Service

Benchmark


“best” level of quality
achievement one company or
companies seek to achieve
Timeliness

how quickly a service is
provided
“quickest, friendliest, most
accurate service
available.”
16
Dr. Karndee Prichanont
IES331 1/2005
Baldrige Award


Created in 1987 to stimulate growth of quality
management in the United States
Categories

Leadership

Information and analysis

Strategic planning

Human resource

Focus

Process management

Business results

Customer and market focus
17
Dr. Karndee Prichanont
IES331 1/2005
Other Awards for Quality

USA national individual
awards

Armand V. Feigenbaum
Medal

Deming Medal

E. Jack Lancaster Medal

Edwards Medal

Shewart Medal

Ishikawa Medal


International awards

European Quality Award

Canadian Quality Award

Australian Business
Excellence Award

Deming Prize from Japan
Thailand National Awards

____________________
18
Dr. Karndee Prichanont
IES331 1/2005
ISO 9000


A set of procedures and policies for
international quality certification of suppliers
ISO 9000 Family Standards

_____________________

_____________________

_____________________
19
Dr. Karndee Prichanont
IES331 1/2005
ISO 9000 Family
ISO 9000

Quality Management Systems— __________
__________________________________

Describes fundamentals of QM systems

Specifies the terminology for QM systems
20
Dr. Karndee Prichanont
IES331 1/2005
ISO 9000 Family
ISO 9001




Quality Management Systems— _____________
standard to assess ability to achieve customer
satisfaction
Specifies requirements for a QM systems where
an organization needs to demonstrate its ability
to provide products that fulfill customer and
applicable requirements and aims to enhance
the customer satisfaction
“_______________”
21
Dr. Karndee Prichanont
IES331 1/2005
ISO 9000 Family
ISO 9004





Quality Management Systems— _____________
_____ _________________________________
guidance to a company for continual
improvement of its quality-management system
Provide guidelines that consider both the
effectiveness and efficiency of the QM system
Aim to improve the performance of the
organization and satisfaction of customers and
other interested parties
“_________________?”
22
Dr. Karndee Prichanont
IES331 1/2005
Implications of ISO 9000 for Local Companies



Many overseas companies
will not do business with a
supplier unless it has ISO
9000 certification
ISO 9000 accreditation
A total commitment to
quality is required
throughout an
organization
23