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    1-Quality Concepts

    Uploaded by

    Sehabom Geberhiwot
    The Quality Improvement Model provides a sequence of steps to improve any process so that customers realize the highest quality and value. The steps include defining the process, selecting measures, collecting and interpreting data, determining if the process is stable, improving the process if not, and using statistical process control to maintain capable processes.

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    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd

    1-Quality Concepts

    Uploaded by

    Sehabom Geberhiwot
    56 views9 pages
    The Quality Improvement Model provides a sequence of steps to improve any process so that customers realize the highest quality and value. The steps include defining the process, selecting measures, collecting and interpreting data, determining if the process is stable, improving the process if not, and using statistical process control to maintain capable processes.

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    1-Quality Concepts.ppt

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    The Quality Improvement Model provides a sequence of steps to improve any process so that customers realize the highest quality and value. The steps include defining the process, selecting measures, collecting and interpreting data, determining if the process is stable, improving the process if not, and using statistical process control to maintain capable processes.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    56 views9 pages

    1-Quality Concepts

    Uploaded by

    Sehabom Geberhiwot
    The Quality Improvement Model provides a sequence of steps to improve any process so that customers realize the highest quality and value. The steps include defining the process, selecting measures, collecting and interpreting data, determining if the process is stable, improving the process if not, and using statistical process control to maintain capable processes.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    of 9

    Quality Concepts

    The Define

    Quality Process

    Improvement Select
    Measures

    Model
    Collect &
    Interpret
    Data

    A Roadmap to Improvement Is No Investigate &


    Process
    Fix Special
    Stable
    Causes
    ?
    Purpose: To provide a
    sequence of steps to Yes

    improve any process Is


    No
    so that the customers Improve
    Process
    Process
    Capable
    will realize the Capability
    ?
    highest quality and
    Yes
    value.
    Use SPC to
    Maintain
    Current
    Process

    1-1
    Quality Concepts

    Catapult Exercise
    Each person will come up to the front and fire the catapult until we get
    30 distance measurements.

    Cup
    Peg Height
    Height
    Hook Height

    Stop Angle Release


    Angle

    1-2
    Quality Concepts

    Definitions of Quality

    • Conformance to specifications

    • The degree to which a product or service meets


    the needs of the customer

    • Uniformity around a customer-defined target

    • Exceeding customer expectations

    The customer is the most important part of the process.

    1-3
    Quality Concepts

    Does Quality Affect My Job?


    Poor Quality  Complexity

    Department Real Work Complexity


    Accounting Mailing Invoices Collecting overdue
    accounts resulting from
    carrier delivery problems
    Production Assembly Rework of faulty
    incoming materials
    Marketing Helping Customers Handling customer
    buy complaints about poor
    quality materials
    R&D Learning about Redesign due to market
    customer needs research errors
    Personnel Training new Handling a lawsuit from
    managers an employee who was
    mistreated

    1-4
    Quality Concepts

    Receive Inputs
    The Ideal
    Flow O.K.?

    of Work Y
    Process

    Measurements

    O.K.?

    Y
    Finished Product
    or Service

    O.K.?

    Y
    Send to Customer

    1-5
    Quality Concepts

    Supplier
    Reworks
    Receive Inputs
    Return to
    Supplier

    The Impact of Y Rework


    ?
    Diagnose
    N
    O.K.?

    Poor Quality Internal


    Rework
    N
    Y
    Scrap

    Process Rework
    N
    Scrap Y Rework
    Process Inputs
    ?
    Measurements Adjust

    Y
    N Diagnose Adjust N
    O.K.? ?

    Y Y Rework
    Product
    ?
    Finished Product Rework
    N
    Scrap

    N
    O.K.? Diagnose

    Y N
    Y Rework
    ?
    Ship to Customer Rework Scrap

    1-6
    Quality Concepts

    Impact of Higher Quality on Value

    Less
    Waste
    Less Rework
    Fewer Lower
    Rejections Cost
    Higher
    Quality  Less Backlog 
    (Inventory) Higher
     Higher
    Value
    Productivity
    Fewer
    Complaints
    Fewer
    Returns

    1-7
    Quality Concepts

    The Transition of Quality Thinking

    Dedicate resources to
    Work on process to
    inspect all work for
    prevent defects.
    errors before finalized.

    Measure performance Understand process


    by amount of work behavior and take
    completed compared pro-active action to
    to objectives. improve the process.

    Keep turn-around-time Continually decrease


    under 2 days to avoid turn-around-time to
    complaints. delight customers.

    1-8
    Quality Concepts

    The Define

    Quality Process

    Improvement Select
    Measures

    Model
    Collect &
    Interpret
    Data

    A Roadmap to Improvement Is No Investigate &


    Process
    Fix Special
    Stable
    Causes
    ?
    Purpose: To provide a
    sequence of steps to Yes

    improve any process Is


    No
    so that the customers Improve
    Process
    Process
    Capable
    will realize the Capability
    ?
    highest quality and
    Yes
    value.
    Use SPC to
    Maintain
    Current
    Process

    1-9

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