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TQM 2nd SEM 11-11-14

DEFINITION OF QUALITY - fitness for use - Juran

ISO 9000 Definition - the totality of features and characteristics of a product pr service, that bear on is ability to satisfy a given or implied need.

JAPANESE CHAIN REACTION

improve quality ⬇️ Cost decrease due to fewer defects, lesser rework, fewer delays and better use of machine, and materials ⬇️ Improved productivity ⬇️ Capture market with better quality and lower prices ⬇️ Stay in business ⬇️ Provide moe jobs

Manufacturing Quality vs. Service Quality

* manufacturing quality focuses on tangible products features
- conformance, performance, reliability, features.

* Service organizations produce intangible products that must be experienced
- quality often...

DIMENSION OF QUALITY
* Functionality - core features and characteristics of the product.
* Reliability- measured by mean time between failures.
* usability- user friendly.
* Maintainability- ease with which a product can be maintained in the original condition ( repairable)
* efficiency- ration of output to input. Ex. Brightness of a lamp at a given input voltage.
*
* conformance to specification - does product/ service meet target and tolerance defined by designers.
* fitness of use - evaluates performance for intended use
* value for price paid - evaluation of usefulness vs. Price paid
* support services - Quality of support after sale
* psychological - e.g. ambiance, prestige, friendly

DIMENSION OF QUALITY

service quality
* Quality of customer services- ability to satisfy customer.
* Quality of Service Design - service is designed as per requirements of the specific customer.
* Quality of Service Delivery- defect of delivery should be zero to satisfy the customer. a. timeliness- waiting time b. Aesthetics - products should not only perform well but also appears attractive. c. Regulatory Requirements - meets the standard of the government. Ex. Safety of electro- medical products. d. Requirements of Society - requirements of the society of a safe and healthy products. e. Conformance of Standards - conforms to national, international and industry standards. 11-27-14
Deming's 14 points for top management

1. Create constancy of purpose for improvement of product and services
2. Adopt the new philosophy
3. Cease dependence on mass inspection
4. End the practice of awarding business on the on the basis of price tag alone
5.improve constantly and for ever the system of production and service
6. Institute training
7. Adopt and institute training
8. Drive out fear
9. Break down barriers between staff areas
10. Eliminate slogan , exhortations and targets for the work place
11. Eliminate numerical quota
- eliminate numerical goals for people in management
12. Remove barriers that rob people of the pride of workmanship
13. Encourage education and self improvement for every one
14. Take action to accomplish the transformation

Be a leader

Leader:
Proactive
Coaches
Move around
Understand process
Improves process
Communicates frequently

Ten strategies for top management leadership

1. Proactive management - proactive management needs proper system

2. Adventure and bold change management
* nobody likes changes
* change essential
* be adventurous and bold
* role of CEO for adventurous and bold change management

3. Do right things and do it right first time
* take right decisions
* set right goals
* select right personnel
* choose the right materials
* choose right machinery
* establish right processes
* DO IT RIGHT FIRST TIME (DRIFT)

4. Continuous preventive action
* corrective action is a post- mortem
* prevention is certainly better than cur

5. Care for little things and accumulate gains
* care for obscure items
* communicate with junior employees
* keep on accumulating

6. Ensure economic performance
* importance of economic performance
* quality should increase productivity also
* Stake- holders will hold

7. Management by walking around
* what is MBWA?
* what is to be done during MBWA?
* barriers to practicing MBWA.

8. Measure for success
* measure 3p's - product - place - promotion

9. Never rest on laurels, continue to improve*

10. Build virtual organization
* vertical integration
* requirement for virtual enterprises
A. Identify the most critical parts
B, identify the other parts
C. Develop identify vendors for the other parts
D. Continuously increase subcontracting

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