understanding of purpose Eli Whitney and Henry Ford Consumerism a response Quality has emerged now as a business strategy Total Quality Management What does total mean? Entire organization; All products and processes; All aspects (management, design, control) Not a flavor of the month (i.e. typical management fad) – Long-term perspectives, Consider the Japanese The Quality Challenge Today's economic reality: Intense global competition for sales, profits, contracts and jobs. Competition equally challenging
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progressively become a critical element in DAV’s strategy. Therefore, to improve on its quality DAV adopted a new quality improvement initiative called Process Measurement and Improvement (PMV) headed by Annette Kluck. This system was adopted from the manufacturing style of statistical process control (SPC) measurements and Annette’s goal was to use this statistical tool to improve current operations to be more efficient and help to differentiate DAV in the industry and hopefully maintain its prominent position
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one of cooperation and continual improvement; to steer clear of blame and redefines mistakes as opportunities for improvement. Deming’s philosophy came about while he was in Japan, doing census work after World War II. He also taught statistical process control to leaders of prominent Japanese businesses. Japanese businesses started applying Deming’s philosophy and saw great improvement; their quality was way more superior then of their competitors. Deming’s points and philosophies apply equally
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recognize the need for consequent quality control methods. The company did note that customers subscribing to a new insurance police are very unhappy about mistakes made in their personal data and also that correcting those mistakes are time and cost intensive. DAV identified customer service as a potential vector to improve its customer satisfaction and needs a methodology to accurately and undisputedly measure the accuracy level of the registration process at New Policies’ department. Using the
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Case Study Turnaround at the Preston plant The Preston plant of Rendall Graphics was located in Preston, Vancouver. The plant was bought from the Georgetown Corporation by Rendall in March 2000. The plant produced Precision coated papers for ink-jet printers which accounted for the majority of the plant’s output. The plant started to experience problems in the quality of their output of the ink-jet paper and had received feedback in late 1998 from Hewlett-Packard (HP) about the problem
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1. Modern Electronics specializes in manufacturing modern electronic components. It also builds the equipment that produces the components. Modern Electronics is considering building a new facility but the estimated profits would be impacted by the type of market that develops. The probability for a strong market is 0.3; for a fair market is 0.5; and for a poor market is 0.2. You are responsible for advising the president of Modern Electronics on the type facility that should be built or to not
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January 2000 • Then made revisions for a new improved coating formula • They were also making a loss of $2 million for the year Slipping out of control • Spring 2000, productivity, scrap and re-work levels = poor • Because of this the company increased the speed of the line and made a lot of changes to raise productivity o No discipline, concept of control o Only worried that product was shipped within specification • Hewlett – Packard (their main customer) analyzed the report, saw that they
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The Preston plant of Rendall Graphics was located in Preston, Vancouver. The plant was bought from the Georgetown Corporation by Rendall in March 2000. The plant produced Precision coated papers for ink-jet printers which accounted for the majority of the plant’s output. The plant started to experience problems in the quality of their output of the ink-jet paper and had received feedback in late 1998 from Hewlett-Packard (HP) about the problem. The team at Preston worked to resolve the problem and
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needs. The adoption of total quality management was one of the key success factors that helped Japanese cars outperformed the American and European models in market share, even in the home ground of Americans. Ironically, the secrets of statistical process control and problem-solving techniques were introduced to the Japanese in 1950 by an American, W. Edwards Deming. Fortunately, the Americans finally took heed of quality management three decades later, which brought successes to giants like Dupont
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Pre-requisite and Objective Adequate audience This course is suitable for people whose function involves capability evaluation in fields of tools/equipment/processes /materials/components Pre-requisite Basic statistical knowledge about standard deviation, normal distribution and control charts is required Objective After this course, trainees should be able to correctly perform capability evaluation and to precisely grasp its implication on studied characteristics 2 Confidential 2
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