...IV. PROPOSAL In giving ease and comfort to students, one must consider working environment. The researchers saw the needs of BULSU-Sarmiento Campus like lack of classrooms,equipments and materials. This problem has been thoroughly analize and lead the researchers to come up with the following proposal. 4.1 Alternative 1: Construction of Additional rooms Mainly, as the researchers being students of civil engineering considered that additional rooms will be done. However, location of additional rooms will be studied carefully before constructing as different factors should be considered. 4.1.1 Advantages * Additional rooms will help giving comfort to students because of much better studying environment. * Environment as one of the factors that contributes the most when considering ones personality, will improve student’s performance during classes. 4.1.2 Disadvantages * Construction of additional room would mean greater cost * Construction time varies and most of the time will take month or two to finish 4.2 Alternative 2: Shifting of Schedules Shifting of schedules is a process wherein time will be analized considering rooms availability. 4.2.1 Advantage * Shifting of schedules if arranged or assigned properly will help the university utilize its rooms and facilities 4.2.2 Disadvantage * There is no disadvantage since shifting of schedules will be an option 4.3 Alternative 3: Purchasing of Equipments It is the university’s obligation...
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... Making Customers Feel Six Sigma Quality Globalization and instant access to information, products and services have changed the way our customers conduct business — old business models no longer work. Today’s competitive environment leaves no room for error. We must delight our customers and relentlessly look for new ways to exceed their expectations. This is why Six Sigma Quality has become a part of our culture. What is Six Sigma? First, what it is not. It is not a secret society, a slogan or a cliché. Six Sigma is a highly disciplined process that helps us focus on developing and delivering near-perfect products and services. Why ”Sigma“? The word is a statistical term that measures how far a given process deviates from perfection. The central idea behind Six Sigma is that if you can measure how many “defects” you have in a process, you can systematically figure out how to eliminate them and get as close to “zero defects” as possible. Six Sigma has changed the DNA of GE — it is now the way we work — in everything we do and in every product we design. GE’s Evolution Towards Quality GE began moving towards a focus on quality in the late ‘80s. Work-Out®, the start of our journey, opened our culture to ideas from everyone, everywhere, decimated the bureaucracy and made boundaryless behavior a reflexive, natural part of our culture, thereby creating the learning environment that led to Six Sigma. Now, Six Sigma, in turn, is embedding quality thinking — process thinking — across...
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... Making Customers Feel Six Sigma Quality Globalization and instant access to information, products and services have changed the way our customers conduct business — old business models no longer work. Today’s competitive environment leaves no room for error. We must delight our customers and relentlessly look for new ways to exceed their expectations. This is why Six Sigma Quality has become a part of our culture. What is Six Sigma? First, what it is not. It is not a secret society, a slogan or a cliché. Six Sigma is a highly disciplined process that helps us focus on developing and delivering near-perfect products and services. Why ”Sigma“? The word is a statistical term that measures how far a given process deviates from perfection. The central idea behind Six Sigma is that if you can measure how many “defects” you have in a process, you can systematically figure out how to eliminate them and get as close to “zero defects” as possible. Six Sigma has changed the DNA of GE — it is now the way we work — in everything we do and in every product we design. GE’s Evolution Towards Quality GE began moving towards a focus on quality in the late ‘80s. Work-Out®, the start of our journey, opened our culture to ideas from everyone, everywhere, decimated the bureaucracy and made boundaryless behavior a reflexive, natural part of our culture, thereby creating the learning environment that led to Six Sigma. Now, Six Sigma, in turn, is embedding quality thinking — process thinking — across...
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...D. Woodhull October 6, 2015 1. Cp= +/-.06= .12 / .1777 (6x .0229629) = .675 Cpk= 1-k * Cp = .66898 2. It is important to prove that a process is proven capable before developing statistical control limits because it would be a waste of money if they went through the whole process just to find out it wasn’t capable. It would also be a waste of time and there is no business that wants to waste both their time and money. 3. Integrated devices is being reactive because it was only after a call concerning a recurring manufacturing problem at Plant No.3 that Bill took action. They didn’t act proactively by conducting surveys or having a dedicated process engineer. They also weren’t checking up on the supplier and taking occasional samples so that they could make sure the supplier was continuing to deliver the promised quality, thus holding them accountable. If they had been proactive, this whole situation might have been prevented. 4. The purchasing staff should enter all negotiations with their supplier with clearly defined objectives and goals. They must aim to be successful in their negotiations with suppliers to obtain the best price, and to verify that quality specifications for every item purchases are met. By negotiating quality requirements directly into supplier contracts, the buyer will be able to hold the supplier accountable to the determined specifications. Negotiating directly with the supplier cuts out any sort of middle man...
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... Making Customers Feel Six Sigma Quality Globalization and instant access to information, products and services have changed the way our customers conduct business — old business models no longer work. Today’s competitive environment leaves no room for error. We must delight our customers and relentlessly look for new ways to exceed their expectations. This is why Six Sigma Quality has become a part of our culture. What is Six Sigma? First, what it is not. It is not a secret society, a slogan or a cliché. Six Sigma is a highly disciplined process that helps us focus on developing and delivering near-perfect products and services. Why ”Sigma“? The word is a statistical term that measures how far a given process deviates from perfection. The central idea behind Six Sigma is that if you can measure how many “defects” you have in a process, you can systematically figure out how to eliminate them and get as close to “zero defects” as possible. Six Sigma has changed the DNA of GE — it is now the way we work — in everything we do and in every product we design. GE’s Evolution Towards Quality GE began moving towards a focus on quality in the late ‘80s. Work-Out®, the start of our journey, opened our culture to ideas from everyone, everywhere, decimated the bureaucracy and made boundaryless behavior a reflexive, natural part of our culture, thereby creating the learning environment that led to Six Sigma. Now, Six Sigma, in turn, is embedding quality thinking — process thinking — across...
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...Service QualityLEARNING OBJECTIVESAfter completing this chapter, you should be able to: 1. Describe and illustrate the five dimensions of service quality. 2. Use the service quality gap model to diagnose quality problems for a service firm. 3. Describe how the SERVQUAL survey instrument is used to measure gaps in a service firm's quality. 4. Illustrate how Taguchi methods and poka-yoke methods are applied to quality design in services. 5. Construct a "house of quality" as part of a quality function deployment project. 6. Construct a statistical process control chart for service operation. 7. Use a fishbone chart in a cause-and-effect analysis. 8. Compare and contrast the quality program features espoused by Philip Crosby and W. Edward Deming. 9. Describe the features of an unconditional service guarantee and its managerial benefits.10. Discuss the concept of a service recovery.Service "with a smile" used to be enough to satisfy most customers. Today, however, some service firms differentiate themselves in the marketplace by offering a "service guarantee." Unlike a product warranty, which promises to repair or replace the faulty item, service guarantees typically offer the dis satisfied customer a refund, discount, or free service. Take, for example, the First Interstate Bank of California. After interviewing its customers, the bank management discovered that they were annoyed by a number of recurring problems, such as inaccurate statements and broken automatic teller machines...
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...Quality Management QUALITY MANAGEMENT MID TERM EXAM Question You are a project management consultant assigned to a small manufacturing firm that has been experiencing a myriad of problems. After conducting interviews and fact-finding with key managers, you have observed the following: •Company revenues and profits have fallen dramatically over the previous 12 months, along with a drop in market share •Customer complaints have reached an all time high •Employee morale is at an all time low •The company has no formal quality program in place •No employee training program exists •High employee turnover continues unabated •Non-conformance costs are skyrocketing After analyzing your data, you are now prepared to present your findings to the company CEO. Discuss ten quality management improvement initiatives you would recommend, including quality tools to improve company poor performance. Note: To receive maximum credit, your response must be comprehensive. Company revenues and profits have fallen dramatically over the previous 12 months, along with a drop in market share Solution: First of all, it`s necessary to identify customers. Once it`s done, customer feedback needs to be gathered. Furthermore, customers` requirements must be collected, analyzed, and understood. The company must acknowledge their apparent customers such as the intermediate customers in upper management that make decisions on “X”`s future direction, the internal customers who are functional...
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...perspective views all works as a processes that can be defined, measured, analyzed, improved & controlled (DMAIC). Processes require inputs & produce outputs. If you control the inputs, you will control the outputs. This is generally expressed as the y= f (x) concept. • Set of Tools: Six Sigma as a set of tools includes all the qualitative and quantitative techniques used by the six sigma expert to drive process improvement. A few such tools include statistical process control (SPC), Control charts, failure mode & effects analysis, process mapping etc. TÜV SÜD South Asia 5 9/14/2007 What is Six Sigma? • Methodology: This view of Six Sigma recognizes the underlying and rigorous approach known as DMAIC. DMAIC defines the steps a Six Sigma practitioner is expected to follow, starting with identifying the problem and ending with the implementation of long-lasting solutions. While DMAIC is not only Six Sigma Methodology in use, it is certainly the most widely adopted and recognized. • Metrics: In simple terms, Six Sigma quality performance means 3.4...
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...author trying to illustrate when he mentioned the JoAnn.com discount of 10% on two sewing machines, and the Offermatica graphic example? The author wants to illustrate the application of randomized test in company. Offermatica shows the way that Super Crunching often exploits technology to shorten the time between data collection, analysis and implementation and conduct multiple tests at once. It also emphasizes the power of testing multiple combinations that it lets companies be bolder. As a conclusion, the power of randomization is about marketing. The author mentions a method known as Taguchi. Google this term to get more insight on this and write a synopsis of this technique. Taguchi methods are statistical methods developed by Genichi Taguchi to improve the quality of manufactured goods, and more recently also applied to engineering, biotechnology, marketing and advertising. Professional statisticians have welcomed the goals and improvements brought about by Taguchi methods, particularly by Taguchi's development of designs for studying variation, but have criticized the inefficiency of some of Taguchi's proposals. Give your thoughts about the number of tests run by Captial One in 2006. Is it possible for one company to do this much testing? I think it’s possible. In fact ,Captial One has been running randomized tests for a long time. Way back in 1995, it ran an even larger experiment by generating a mailing list of 600,000...
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...Week 5 Individual Assignment: Process Improvement Plan Justin Sciarro OPS 571 November 26, 2012 Barry Haigh Process Improvement Plan During week one the process of pulling patient room trash and linen was analyzed. The steps included the designing of a flowchart outlining the steps of the actual process, while identifying factors and metrics. The remainder of this paper will focus on process improvement as it relates to control limits and confidence intervals. Moving on, in this case, process control is concerned with monitoring quality while the service is being performed (Chase, Jacobs, & Aquilano, 2006). The two types of variation within processes are assignable and common. Assignable variation is defined by factors that can be clearly identified and perhaps even managed, while common variation or random variation is simply natural in the process itself (Chase, Jacobs, & Aquilano, 2006). Regarding the process of pulling patient room trash and linen, assignable variation included collection/disposal methods and trash liner compatibility/fit. After evaluating these variations, it was determined they could be effectively managed through alternative options. For example, since the trash and linen is collected using separate receptacles, the linen is left in a staging area where it is picked up by a third party vendor each evening. However, the trash, once collected, is disposed of into a large compactor. This particular task can be time consuming; therefore, it...
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...MGT/449 1 Total Quality Pioneers Diana M. Shepherd University of Phoenix May 29, 2012 MGT/449 – Mr. Felkins MGT/449 2 Total Quality Pioneers How can one define quality, quality has been define in various ways by different people and organizations (Goetsch & Davis, 2010) People such as Fred Smith, DEO of Federal of Express, defines quality as “performances to the standard expected by the customers, General Services Administration (GSA) defines quality as “meeting the customer’s needs the first time and every time, Boeing defines quality as “providing our customers wit products and services that consistently meet their needs and expectations” and there are many ways one can define quality (Goetsch, & Davis, 2010). However, quality can simply be define as a dynamic state associated with product, services, people, processes, and environments that meets or exceeds expectation and helps produce superior value (Goetsch & Davis, 2010). Once elements of quality are put into place then organization can provide to the customer needs and provide better service. Elements such as: • Focus on quality and prevention of problems- which means customers wants and reducing errors • Cooperate with supplier and customers- means get satisfaction • Continuously Improve and eliminate wasteful steps – means to meet customers needs • Encourage...
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...1 COMPANIES USING Six Sigma is in use in virtually all industries around the world. Some of companies can be listed as: • Motorola • Ericsson • General Electric • Sony • Ford Motor Co. • CITI bank 2 WHAT IS SIGMA ? • A term (Greek) used in statistics to represent standard deviation from mean value, an indicator of the degree of variation in a set of a process. • Sigma measures how far a given process deviates from perfection. Higher sigma capability, better performance 3 WHAT IS SIX SIGMA? • Six Sigma - A highly disciplined process that enables organizations deliver nearly perfect products and services. • A philosophy and a goal: as perfect as practically possible. • A methodology and a symbol of quality. 4 WHAT IS SIX SIGMA? • A statistical concept that measures a process in terms of defects – at the six sigma level, there 3.4 defects per million opportunities. But, it is much more! 5 WHY SIX SIGMA ? • a natural evolution in business to increase profit by eliminating defects • business environment now demands and rewards innovation more than ever before due to: Customer Expectations Technological Change Global Competition 6 Examples of use • HR managers can use 6 sigma to reduce the cycle time for hiring employees • Regional sales managers can use it to improve forecast reliability, pricing strategy, or pricing variation 7 Why do we call Six Sigma? 8 • At 3σ level, 99.73% of output will fall between + and - 3σ •...
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...Introduction Quality is a familiar word. However it has a variety of interpretations and uses, and there are many definitions. For example when searched on the internet it produces ISO 8402-1986 standards defining Quality asthe totality of features and characteristics of a product or service that bears its ability to satisfy stated or implied needs." BusinessDictionary.com (2013)Many people today claim they understand what is meant by quality and claim they know quality when they see it. In fact quality is a very difficult concept to grasp or understand and many experts have spent many years in defining quality and improving quality in their products and services and they believe there is always room for improvement. However the simplest way of explaining it is ‘meeting customer requirements’ Oakland J. S (1996). We have to therefore look at quality as something good and worth having. To examine quality and how it improves the organisation, we must explore the theorists and their findings. Quality Management was first introduced by the Father of Scientific Management Fredrick Taylor. Until the late 19th century there were little or no principles or theories for management. A manager was of superior importance who told the workers what they wanted done; the worker then went about his duty with little or no training, no motivation and little pay. Everything up until now was made in one unit form, usually from start to finish by the one person (craftsmen). ). From the late...
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...performance, cost, quality, speed, innovation, and service. These five performance dimensions, when managed well, deliver value to the customer and provide competitive advantage to you and your organization. (the fundamental success drivers)( the sources of competitive advantage) Innovation: Is the introduction of new goods and services. Firms must innovate or it will die. 1. Firms must adapt quickly to changes in consumer demands and to new competitors. 2. Products don’t sell forever. 3. Firms have to be ready with new ways to communicate with customers and deliver the products to them. For example, restaurants in the black. Philips adapted quickly to changes in consumer demands, from light bulbs to X- ray machines, recorded albums and then semiconductors(microchips) and medical equipment and LED- based lightening systems. Quality: Is the excellence of your product( goods or services). The traditional approach was to check work after it was completed and then eliminate defects. Using inspection and statistical data to determine whether products were up to standards. But now there is a new approach includes 1. Preventing defects before they occur. 2. Achieving zero defects in manufacturing. 3. Designing products for quality. 4. Customization like Starbucks. De caffeine coffee. The goal is to solve and eradicate from the beginning all quality-related problems and to live a philosophy of continuous improvement in the company operations. Quality can be measured in...
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...Total Quality Pioneer MGT/449 – Quality Management and Productivity University of Phoenix Pioneers Paper Definition and Elements of Quality "Quality is a dynamic state associated with products, services, people, processes, and environments that meets or exceeds expectations and helps produce superior value" (Goetsch & Davis, 2010, p. 5). A quality goal is to increase organizational competitiveness consistently. Total quality works by improving product and service quality, environment, operational processes, and employees. The total quality elements are strategic (a comprehensive strategic plan), and customer focused (the customer always drives). The elements are largely focused on quality, scientifically approached, committed (long-term), teamwork based, process improvement driven (continual), training, unity of purpose, freedom through control and employee driven through empowerment (Goetsch & Davis, 2010). Strategic quality demonstrates how companies should possess a vision, mission, activities, and complete broad objectives to achieve set goals (Goetsch & Davis, 2010). The strategic business plan gives the business a competitive advantage that is sustainable (Goetsch & Davis, 2010). A high level of customer satisfaction is obtained by using teamwork from each department in business. Teamwork assists with the continual process improvement within the business. Unity of purpose ensures that employees work together to achieve set goals. Employees are empowered...
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