Date post: | 11-Jun-2015 |
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Business |
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Content
• What is Quality
• Quality in an organization
• What got us here?
• Deming – 14 points
• Dr. Juran – Trilogy
• Quality Improvement
• Quality Professional
• How can you make a difference?
What is Quality?
Webster’s Dictionary
degree of excellence of a thing
American Society for Quality
totality of features and characteristics that satisfy needs
Consumer’s and Producer’s Perspective
Fitness for use
• how well product or service does what it is supposed to
Quality of design
• designing quality characteristics into a product or service
A Mercedes and a Ford are equally “fit for use,” but with different design dimensions
What is Quality?
What is wrong?
Thinking that Quality is expensive; it lowers productivity
Thinking that Quality is intangible; it cannot be managed
Thinking that Poor quality means poor workers
Thinking that Quality is the responsibility of quality department only
Thinking that Quality is a Department
Thinking that Quality is role specific
Thinking that Quality is someone else’s job
Thinking that Quality is not a major issue; it has little impact on the company
What is not Quality?
Quality is not a “cost center”
Quality is not final inspection
Quality is not something that someone else has in their job description
Where do we go from here?
We must go back to the past………. Back to the basics
Basics …………..
Which Quality leaders have been advocating from many years
Deming -------- 14 Points
From Deming's 14 Points :
Create constancy of purpose
Adopt a new philosophy
Drive Out Fear
Break down barriers between departments
Remove barriers that rob workers…of their right to pride of workmanship
Institute a vigorous program of education and self improvement
QI* Company
*QI = Quality Improvement
Ordinary Company QI* Company
Quality is expensive. Quality leads to lower costs.
Inspection is the key to quality. Inspection is too late. Workers should
produce defect-free goods, right at first time
Defects are caused by workers. Most defects are caused by the system
Rewarding the best performers and
punishing the worst will lead to
greater productivity and creativity
Most variation is caused by the systems that
judge, punish, destroy teamwork.
Profits are made by keeping
revenue high and costs down. Profits are generated by loyal customers.
Dr. Juran -------- Trilogy
From Dr. Juran’s Trilogy:
Quality Planning:
Determine who the customers are.
Determine the needs of the customers.
Develop product features that respond to customer’s needs.
Develop processes that are able to produce those product features.
Quality Control:
Evaluate actual Quality Performance.
Compare actual performance to quality goals.
Act on the differences
Dr. Juran -------- Trilogy
From Dr. Juran’s Trilogy:
Quality Improvement:
Establish the infrastructure needed to secure quality improvement
Identify specific needs for improvement – the improvement projects
Provide the resources, motivation, and training to teams
Quality Improvement
Customers – Internal & External
The Voice of the Customer describes the spoken and unspoken true needs
of the recipient of one’s goods or services.
The customer can be both internal and external, and its voice cannot be
overlooked.
Who are your external customers?
Who are your internal customers?
Quality Improvement
Quality Improvement - Pathway
Stakeholder involvement:
Quality Circles
Process Improvement Teams
Information Sharing
Communication Pathways:
Feedback Systems (more than just a suggestion box)
Customer Satisfaction Index-Internal Customers
Effective Audits
Training and Mentoring:
Quality Training
Team Training
Mentoring Programs
Quality Improvement - Pathway
Be a Quality Professional
Quality Improvement
What is a Quality Professional?
A Quality Professional is ANY person that has a passion, zeal, and
discipline for:
Doing the right things at the right times…for the right reasons.
Empowering others through training, communication, better tools,
and mentorship.
Focused on improving systems, processes, and performance as a
result of heeding the Voice Of the Customer.
Quality Improvement
How can you make a difference?
Starting point for improvement - recognize the need
Be an agent for change in your organization
Show people how to prevent problems, not just identify them
Promote quality’s image - Inside & outside
Constantly learn more about quality
Educate, train, and support those who do the work