Total Quality Management and Quality Management

Transcript:Total Quality Management and Quality Management:
Total Quality Management and Quality Management Philosophies Dr. Raghu Nandan Sengupta Professor Department of Industrial and Management Engineering All figures are taken from(unless otherwise mentioned): Introduction to Statistical process Control Douglas. C Montgomery 6th Edition Quality One of the most important decision factor in selection of products/services from competing sets Understanding and improving quality leads to business success, growth and competitiveness Can be defined as possession of one or more desirable characteristics for a product/service ISO 9000 Definition – a degree to which a set of inherent characteristics that fulfils a need or expectation that is stated ,generally implied or is obligatory R.N.Sengupta.IME Dept.,IIT Kanpur,INDIA 2 MBA663:TQM Dimensions of Quality Performance – Will the product do the intended job Reliability – How often does the product fail Durability – How long does the product last Serviceability – How easy it is to repair the product R.N.Sengupta.IME Dept.,IIT Kanpur,INDIA 3 MBA663:TQM Dimensions of Quality Aesthetics – What does the product look like Features – what does the product do Perceived Quality – What is the reputation of the company or its products Conformance to Standards – Is the product made exactly as the designer intended R.N.Sengupta.IME Dept.,IIT Kanpur,INDIA 4 MBA663:TQM Definition of Quality Fitness for use Consists of two aspects Quality of design – All automobiles have the same basic objective of providing transportation yet they are different in terms of size, shape, performance etc. Quality of Conformance – How well the product conforms to the specification required by the design. Depends on choice of manufacturing process, training and supervision of workforce, types of process control, inspection activities etc. R.N.Sengupta.IME Dept.,IIT Kanpur,INDIA 5 MBA663:TQM Definition of Quality (continued) Above definition does not emphasize the focus on customer “Quality is inversely proportional to variability” If variability of an important characteristics of a product decreases, the quality of the product increases Variability here refers to unwanted variability Focusses on customer requirement of less variability R.N.Sengupta.IME Dept.,IIT Kanpur,INDIA 6 MBA663:TQM Meaning of Quality: A Final Perspective Consumer’s and producer’s perspectives depend on each other Consumer’s perspective: PRICE Producer’s perspective: COST Consumer’s view must dominate 7 R.N.Sengupta.IME Dept.,IIT Kanpur,INDIA MBA663:TQM An example An automobile company in US received transmission parts from a domestic plant and from a Japanese Supplier Analysis of transmission cost for parts produced in US and Japan Huge difference in costs between the two sources To identify reasons for difference, the company