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Chapter 9

This document provides an overview of Six Sigma and Total Quality Management (TQM). It defines Six Sigma as a customer-focused approach to continuous process improvement. The Sigma scale is explained, showing the relationship between Sigma level and defects per million opportunities. Benefits of Six Sigma and the Define-Measure-Analyze-Improve-Control process steps are outlined. Key aspects of a Six Sigma organization and training are also summarized. TQM is defined as a cost-effective system for continuous quality improvement across all levels and functions of an organization to ensure customer satisfaction. Key principles and Crosby's 14 steps for TQM are briefly described, along with benefits such as increased customer satisfaction and lower costs.

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289 views14 pages

Chapter 9

This document provides an overview of Six Sigma and Total Quality Management (TQM). It defines Six Sigma as a customer-focused approach to continuous process improvement. The Sigma scale is explained, showing the relationship between Sigma level and defects per million opportunities. Benefits of Six Sigma and the Define-Measure-Analyze-Improve-Control process steps are outlined. Key aspects of a Six Sigma organization and training are also summarized. TQM is defined as a cost-effective system for continuous quality improvement across all levels and functions of an organization to ensure customer satisfaction. Key principles and Crosby's 14 steps for TQM are briefly described, along with benefits such as increased customer satisfaction and lower costs.

Uploaded by

mayank0999
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPT, PDF, TXT or read online on Scribd
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Chapter 9

Six Sigma and TQM

Six Sigma
According to Mr. U. Ravisankaran (Manager, QA, BHEL, Tiruchy), Six sigma may be defined as a customer oriented, structured, systematic, proactive and quantitative company wide approach for continuous improvement of manufacturing, services, engineering, suppliers and other businesses. It measures the degree to which process deviates from goals and then takes efforts to improve the process to achieve total customer satisfaction.

Sigma scale of defects


Sigma scale 1 2 3 4 5 6 Defects per million 697000 308537 66807 6210 233 3.4 Percentage defect 69.7 % 30.85 % 6.68 % .621 % .023 % .00034 %

Benefits of six sigma


Defect free product or service Lower warranty costs Lower production costs Journey towards excellence Better reputation in the market Lower inspection cost Tension free working Greater customer satisfaction Higher employee morale Organization breathes / smells quality

Steps to six sigma process (SSSS Technique)


Define your product or services Identify your customers and their needs Identify your suppliers and inputs they provide Plan your process Error proof the process Ensure continuous improvement through measurement, analysis and control

The six sigma organization


Champions Master black belt Black belt Green belts Team members

Training in six sigma


Process mapping Paretos chart Root cause analysis Failure mode analysis Quality function development Design of experiment Design for manufacturing Six steps to six sigma Cycle time reduction Empowered teams

Total quality management


According to Ron Collard and Gill Sivyer, TQM is a cost effective system for integrating the continuous quality improvement efforts of people at all levels in the organization to deliver products and services which ensure customer satisfaction.

TQM includes
All areas and functions All activities All employees Always All places

Key principles of TQM


Customer focus Continuous improvement Measurements People involvement Training and education Quality improvement teams Continued

Key principles of TQM


Cost of quality Do it right first time Process emphasis Quality management system

Crosbys 14 steps for quality improvement


Management commitment Quality improvement Quality measurement Cost of quality Quality awareness Corrective actions Zero defects planning Continued

Crosbys 14 steps for quality improvement


Employee education Zero defects day Goal setting Error cause removal Recognition Quality councils Do it all over again

Benefits of TQM
Greater customer satisfaction Lower cost of manufacturing Lower inventory investment Reduction in product development time Shorter manufacturing cycle time Lower cost of inspection

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