Professional Documents
Culture Documents
Ch 2. Quality Management.
Edited by Seung Hyun Lee (Ph.D., CRE/CQE) E-mail : lkangsan@iems.co.kr, bb Homepage : www.IEMS.co.kr
Quality Definition.
[CQE Primer p 3]
Definitions.
Fitness of use. (Joseph M. Juran) Conformance to requirements. (Philip Crosby)
The total composite product and service characteristics of marketing, engineering, manufacturing and maintenance through which the product and service in use will meet the expectations of the customer. (Armand V. Feigenbaum) The totality of features and characteristics of a product that bear on its ability to satisfy a given need. (The American Society for Quality : ASQ)
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Quality Definition.
[CQE Primer p 3]
Service
Reliability. Responsiveness. Competence. Access/Courtesy. Communication. Credibility. Security/Safety. Knowing the Customer.
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Quality Philosophies.
[CQE Primer pp7 - pp22]
11. Error Cause Removal. 13. Quality Councils. 14. Do it All Over Again.
Quality Philosophies.
[CQE Primer pp7 - pp22]
Deming's philosophy is one which focuses on individuals as fellow members of a system, and treats people as partners, as customers, as neighbors, and as friends. While the Deming philosophy benefits the individuals in a firm, the company itself should be able to reap benefits from this new philosophy.
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Quality Philosophies.
[CQE Primer pp7 - pp22]
Quality Philosophies.
[CQE Primer pp7 - pp22]
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Quality Philosophies.
[CQE Primer pp7 - pp22]
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Quality Philosophies.
[CQE Primer pp7 - pp22]
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Quality Philosophies.
[CQE Primer pp7 - pp22]
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Quality Philosophies.
[CQE Primer pp7 - pp22]
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Quality Philosophies.
[CQE Primer pp7 - pp22]
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Quality Philosophies.
[CQE Primer pp7 - pp22]
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Strategic Planning.
Strategic planning is the process of considering the core competency that the CEO and upper management use to help shape and direct the organization's future. Strategic planning process should include the following.
- Develop a vision and statement of purpose for the company. - Gather data on the environment in which it operates. - Assess corporate strengths and weakness. - Make assumptions about factors outside company control. - Establish appropriate goals. - Develop steps (strategic and tactical) for implementations. - Evaluate performance to goals. - Reevaluate the above steps for perpetual use.
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Quality Council.
The first step is familiar to many companies when establishing major quality projects or programs : establishing a quality council. Quality council is a steering committee for the quality movement. The quality council has responsibility for the growth, control, and effectiveness of total quality (TQ), as well as the incorporation of TQ into the strategic business plan. In many companies, the senior staff will form the membership of the quality council. In a few companies membership may include respected external individuals, and individuals from different levels of the company.
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Quality Council.
Some of the specific tasks of the quality council.
- Develop an educational module. - Define quality objectives for each section of the organization. - Refine the improvement strategy. - Determine and report cost of quality data. - Develop and maintain an awareness program.
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Quality Policies.
The quality policy is the formal expression by top management of the overall intentions and direction of an organization. Quality policies should be concise and policies for the company. A quality policy usually has statements that indicates a company will meet or exceed customer expectation. Quality council should play a major role in developing quality policies for the company.
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Quality Audits.
The quality audit is a necessary step in the process to provide independent and unbiased information to all those who have a need to know. The scope of an audit will be determined by the guideline set forth by the quality council. Quality audit can be conducted through internal teams, outside auditors, upper managers, or by the top president. The audit by the president is conducted more frequently in Japanese companies. The role of the president in the audit process shows the company how important quality is.
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Benchmarking.
One of the growing management tools to improve quality and overall competitiveness is benchmarking. One excellent source of firms to benchmark against is past winners and finalists in the MBNQA award. Benchmarking process.
- Identify critical success functions. - Determine the competitor or leader in the area felt to be deficient. - Identify the gap between present and the desired performance. - Align benchmarked goals to overall organizational goals. - Research the competitive intelligence. - Develop methods of measuring performance. - Undertake benchmarked improvement activities. - Measure performance. - Continuous improvement or repeat the process in other factor areas.
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Project Management.
[CQE Primer pp41 - pp51]
Definitions.
A temporary/one-time endeavor with a specific objective to be met within the prescribed time and dollar limitations and that has been assigned for definition or execution.
Perform ance R equired Perform ance
T arget T arget
D ue D ate
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Project Management.
[CQE Primer pp41 - pp51]
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Project Management.
[CQE Primer pp41 - pp51]
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Project Management.
[CQE Primer pp41 - pp51]
Project Management.
[CQE Primer pp41 - pp51]
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Project Management.
[CQE Primer pp41 - pp51]
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Project Management.
[CQE Primer pp41 - pp51]
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Motivation.
Employees Involvement.
The concept of using the experience, creative energy, and intelligence of all employees by treating them with respect, keeping them informed, and including them and their ideas in decision-making processes appropriate to their areas of expertise.
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Internal Customer.
Internal Customer.
Include not only other divisions of a company, but others that are affected, such as a purchasing department that receives an engineering specification for procurement.
External Customer.
Include not only ultimate users but downstream processors and merchants as well. Other customer are those who have some connection to product, such as government regulatory bodies.
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Team Approach.
Cross-Functional Problem Solving Teams.
Cross-functional problem solving teams involve workers from different departments who recommend solutions to solve major company-wide problems.
Quality Circles.
A quality circle is a small group of people who normally work as a unit and meet frequently to uncover and solve problems concerning the quality of items produced, process capability, or process control.
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Brainstorming.
Brainstorming is an intentionally uninhibited technique for engineering creative idea when the best solution is not obvious.
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Conflicting Resolution.
Assertive
Competing
Collaborating
Compromising
Unassertive
Avoiding
Uncooperative
Accommodating
Cooperative
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Conflicting Resolution.
Avoiding (You lose, I lose). The individual withdraws from the situation. Accommodating (You win, I lose). The individual yields to the wishes of others. Competing (You lose, I win). The individual tries to win, even at the expense of others. Collaborating (You win, I win). The individual want things done their way, but is willing to explore solutions which satisfy the other person's needs as well. Compromising (Neither win or lose). The individual is willing to partially give in to reach a middle position, splitting the differences, and partially satisfying both parties.
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Cost of Quality.
[CQE Primer pp91 - pp102]
Failure Cost.
Internal failure costs.
- The cost of correcting problems that occur while the goods are still in the floor. - Scrap, rework, and spoilage.
External failure costs.
- The cost of correcting problems after goods or services have been delivered to the customer. - Warranty cost, field servicing of customer goods, and all the other costs associated with trying to satisfy customer complaints.
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Cost of Quality.
[CQE Primer pp91 - pp102]
Control Cost.
Appraisal costs.
- The costs associated with checking and auditing quality in the organization. - Product inspection, quality audits, testing, and calibration.
Prevention costs.
- The costs of avoiding trouble by doing the job right in the first place. - Training, statistical process control, machine maintenance, and quality planning costs.
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Cost of Quality.
[CQE Primer pp91 - pp102]
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