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Chapter :five: Managing Quality, HANIS NURARISYA BINTI ABDUL MANAP |…
Chapter :five:
Managing Quality
Definition of quality and TQM
Quality
:
An operations manager's objective is to
build a total quality management system
that identifies and satisfies customer needs.
ISO International quality standards
Over 1 million certifications
in 296 countries.
2015 revision: greater emphasize to risk-based thinking.
Encourages quality management
procedures, detailed documentation,
work instructions and recordkeeping.
International recognition
Management principles:
:star: Top management leadership
:star: Customer satisfaction
:star: Continual improvement
:star: Involvement of people
:star: Process analysis
:star: Use of data-driven decision making
:star: A system approach to management
:star: Mutually beneficial supplier relationships
Critical for global business.
Quality robust products and Takumi concepts
Costs of quality
:explode: Appraisal costs -
evaluating products, parts and services.
:explode: Internal failure costs -
producing defective parts before delivery.
:explode:Prevention costs -
reduce potential for defects.
:explode: External failure costs -
defects discovered after delivery.
Takumi: Japanese character that symbolizes a
broader dimension that quality, a deeper process than education and a more perfect method that persistence.
Seven tools of TQM
Just-in-time (JIT)
Relationship to quality:
JIT cuts the cost of quality.
Improves quality
Better quality - less inventory
Taguchi concepts
Engineering and experimental design method to improve product.
Quality robustness
Target-oriented quality
Quality loss function
Bench-marking
Selecting best
practices to use as
a standard to performance.
Knowledge of TQM tools.
Tools for generating ideas.
Tools to organize the data
Tools to identifying problems
Employee empowerment
Getting employee involvement in product and process improvements.
Technique :arrow_down:
Build communication networks
Develop open supervisors.
Move responsibilities to employee.
Build high-morale organization
5.Create formal team structure.
Continuous improvement
Never-ending process
Covers people, equipment , suppliers,
materials, procedurs.
Operation can be improved.
Six sigma
Two meanings:
Statistical - definition of a process that is 99.997% capable.
Program - designed to reduce defects, lower costs, save time and improve customer satisfaction.
Comprehensive system for achieve business success
DMAIC
:recycle: Defines the project's purpose
:recycle: Measures the process and collect data.
:recycle: Analyzes the data
:recycle: Improves
:recycle: Controls the new process
Deming's 14 points
Build long-term relationship
Break down barriers between departments.
Build quality into product
Institute a vigorous program of
education and self-improvement
Lead to promote change
Put everyone in the company
to work on the transformation.
Create consistency of purpose
Stop haranguing workers.
Drive out fear
Start training
Emphasize leadership
Continuously improve product.
Support, help, improve.
Remove barriers to pride in work
Determinants of Service Quality
Communications
Credibility
Courtesy
Security
Access involves approach-ability
Understanding customer
Competence
10, Tangibles
Responsiveness concerns.
Reliability involves consistency.
Service recovery strategy
Marriot's
LEARN
routine.
Listen
Empathize
Apologize
React
Notify
HANIS NURARISYA BINTI ABDUL MANAP | 2019219288 | KBA2462A