Basic Concepts of Quality Philosophy.ppt

Basic Concepts of Quality Philosophy Chapter 1 Objectives What is Quality? History and Gurus Global Competiveness Customer Satisfaction, Retention, and Loyalty Quality Management Quality has been defined in a number of ways. When viewed from a consumer’s perspective, it means meeting or exceeding customer expectations. Total quality is an approach to doing business that attempts to maximize an organization’s competitiveness through the continual improvement of the quality of its products, services, people, processes, and environments. Quality Timeline 1800’s Standardization and Quality Control 1904-1915 Zero Quality Control; quality trilogy; TQM fishbone diagram 1920-30 Statistical analysis 1950-80 Management by quality Quality control 1990’s Value chain Continuous improvement 1999-Now Lean Quality Improvements A Change in thinking, culture and doing business. Key characteristics The rationale can be found in the need to: compete in the global marketplace. Higher Costs More Knowledgeable and demanding quality customers Countries that are competing successfully in the global marketplace are seeing their quality of living improve. Those that cannot are seeing theirs decline. Using the Road Map Maximizes the Probability of Success and Avoids the “Flavor of the Month” Syndrome Decide Prepare Launch Expand Sustain Time Organization/Partner Yes to Deployment Up Front Planning Establish Infrastructure Executive Onboard Initial Training Pilot Projects Expand Training across the organization Transition Training from Juran to Client Integrate, Audit, Measure, Assess, Review, Inspect, Focus Phase 1 Phase 2 Phase 3 Phase 4 Phase 5 RadicalChange IncrementalChange Breakthrough ThinkingVARIOUS NEEDS… Carry-overModules Check Inspect Quality Control Revise Fix as Fail Self-Inspection Quality Improvement Lean Manufacturing Process flow revisions As-is Minor modifications 5S Root Causes are not always identified Best-in-Class Customer Focused R