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Learning objectives
To understand the importance and strategic role of quality management To be able to apply the statistical tool in quality improvement and analysis
Reference
Roberta Russell & Bernard W. Taylor, (2009), Operations Management along the supply chain (CHAPTER 2) Ed 6, John Wiley &Son
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Some say
Good is not good where the better is expected
What is Quality?
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Meaning of Quality
Meaning of Quality
how well product or service does what it is supposed to designing quality characteristics into a product or service
Producers Perspective
Consumers Perspective
Quality of design
Quality of Conformance Production Conformance to specifications Cost Quality of Design Quality characteristics Price Marketing
A Mercedes and a Ford are equally fit for use, but with different design dimensions
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Average waiting time or service time, Average queue length customer satisfaction quickest, friendliest, most On time delivery accurate service Cleanliness available.
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how long product lasts before replacement? ease of getting repairs, speed of repairs, courtesy and competence of repair person how a product looks, feels, sounds, smells, or tastes? assurance that customer will not suffer injury or harm from a product; an especially important consideration for automobiles subjective perceptions based on brand name, advertising, and like
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Consistency
does service representative answer you calls quickly? is service performed right every time?
is your bank or credit card statement correct every month? how well does company react to unusual situations? how well is a telephone operator at able to respond to a customers questions?
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Aesthetics
Safety Perceptions
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ProblemSolving Process
Deming Wheel (PDCA)
Plan
Customer satisfaction
-Conformance to specification - value - fitness for use - support - impression - Kaizen - keep improving - always have some room for improvement
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Act
Do
Check
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Plan
Team selects a process Assess existing performance use graphical tools Write out improvement plan and goal
Do
Implement plan and monitor the plan Collect data & document data
Check
Analyze collected data: use SPC (Statistical process control) Check against the goal that proposed in Plan
Act
If results are satisfied, implement the process and look for other improvement area If not, plan out the new improvement plan ACT becomes STANDARDIZED
Common Concerns . . .
Reading
Root Cause Analysis at GM
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Check Sheet
COMPONENTS REPLACED BY LAB TIME PERIOD: 22 Feb to 27 Feb 2002 REPAIR TECHNICIAN: Bob TV SET MODEL 1013 Integrated Circuits Capacitors Resistors Transformers Commands CRT
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Run Chart
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Number of defects
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Working Hours
Control Chart
Identify unusual or out of control process with consideration of process variation 24
Pareto Chart at
UCL = 23.35 c = 12.67 Percent from each cause
70
60
(64)
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Number of defects
18 15 12 9 6 3 2
50 40 30 20 (13) 10 0
(10)
(6) (3) (2) (2)
LCL = 1.99
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Sample number
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Scatter Diagram
Show correlation and relationship of two variables
Measurement
Faulty testing equipment Incorrect specifications Improper methods
Human
Poor supervision Lack of concentration Inadequate training
Machines
Out of adjustment Tooling problems Old / worn
Quality Problem
Defective from vendor Not to specifications Poor process design Ineffective quality management Deficiencies in product design
Materialhandling problems
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Environment
Materials
Process
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