Total Quality Management

Total Quality Management Introduction F.J. Reiss Session 1 - Introduction

Course Objectives • Gain understanding of TQM initiative • Foster analytical & objective thinking • Learn use of tools & techniques Session 1 - Introduction

Course Format • Classroom discussion • Mid-term exam • Term project • Final exam Session 1 - Introduction

Definition of TQM TQM is both a philosophy and a system of guiding principles for the application of quantitative methods and human resources to improve the materials and services supplied to an organization and the degree to which the needs of the customer are met, now and in the future. Session 1 - Introduction

1950 1998 Made in Japan Session 1 - Introduction

Changing Trends in Management The 80’s/90’s Quality The 70’s Productivity The 60’s Cost Reduction The 50’s Market Share/ Profitability Session 1 - Introduction

Traditional Definitions of Quality An essential character or nature An inherent feature or property A grade or degree A distinguishing characteristic Session 1 - Introduction

Current Definitions of Quality Fitness for use Conformance to requirements Session 1 - Introduction

Quality of characteristics Quality of design Quality of conformance Fitness for Use Session 1 - Introduction

Assumed: design or specification exists Based on “Fitness for Use” “Fitness for Use” depends on market Customer’s requirements changing Quality is a never ending quest Conformance to Requirements Session 1 - Introduction

A series of small steps Using a variety of tools and techniques Continuously improving the process Continuously reducing variation Quality is Achieved Through . . . Session 1 - Introduction

Always satisfy the customer Always strive for improvement Doing the right thing right the first time and every time thereafter Strip away unnecessary work Focus Session 1 - Introduction

Suppliers can be Internal External Customers can be Internal External Customers < > suppliers Suppliers & Customers Session 1 - Introduction

Supplier-Process-Customer Model Supplier Process Customer Feedback Feedback Session 1 - Introduction

Supplier - provides inputs to process Process - converts inputs to outputs Customer - receives outputs Definitions Session 1 - Introduction

Voice of the Customer • Quality is what the customer says it is • Obtain customer inputs • Convert into quality characteristics • Plan approach to satisfy customer Session 1 - Introduction

Term Project • Form a company (team) • Choose a product • Ball point pen • Mechanical pencil • Comb • Other (with instructor’s approval) • Obtain customer inputs Session 1 - Introduction

Term Project (continued) • Sort inputs by major/minor categories • Develop a matrix of customer inputs versus quality characteristics (QFD Table A-1) • Develop plan to satisfy customers • Prepare a report to management (term project) Session 1 - Introduction

Term Project Contents • Copy (blank) of customer questionnaire • Summary of responses • Matrix of responses versus quality characteristics • Plan for satisfying customers • Individual discussion from each member of the team Session 1 - Introduction

Term Project Tools • Team Dynamics (NGT) • Affinity Diagram • Quality Function Deployment (QFD) Session 1 - Introduction

Term Project Steps • Form team • 3 to 5 members • Using NGT • Select a product • Develop questionnaire • Send to customers Session 1 - Introduction

Term Project Steps (continued) • Compile responses (Affinity Diagram) • Develop correlation - customer demands versus quality characteristics • Prioritize customer demands • Develop product specification Session 1 - Introduction

Term Project Steps (continued) • Write common portion of the team report • Blank questionnaire • Affinity Diagram • QFD Table A-1 • Product specification/Business plan Session 1 - Introduction

Term Project Steps (continued) • Individual Portion of the team report • What was learned? • What would you do differently? • Suggestions for project/course improvements. Session 1 - Introduction

Total Quality Management