QUALITY

MANAGEMENT
PRESENTED BY ,
SHILPA M . S
• TOPICS
• SIX SIGMA CONCEPTS
• CONTINUOUS
IMPROVEMENT
• EXCELLENCE MODEL

 SIX SIGMA CONCEPT
•
• Six sigma refers to the philosophy
and methods companies such as
General Electric and Motorola use
to eliminate defects in their
products and processes.
• Six Sigma program seek to reduce
the variation in the processes that
lead to these defects.
 SIX SIGMA METHODOLOGY
•
• DMIAC
• PDCA CYCLE
• CONTINUOUS IMPROVEMENT

 DMIAC METHODOLOGY
 DEFINE
• Identify customers and their priorities
.
• Identify a project suitable for six
sigma efforts based on business
objectives as well as customers
needs and feed back.
• Identify CTQs that the customer
considers to have the most impact
on quality.
 MEASURE
• Determine how to measure the
process and how it is performing.
• Identify the key internal processes
that influence CTQs and measure
the defects currently generated
relative to those processes.
 Analyze
• Determine the most likely causes of
defects.
• Identify the key variables that are
most likely to create process
variation.

 IMPROVE
• Identify means to remove the causes
of defects.
• Confirm the key variables and
quantify their effects on the CTQs.
• Modify the process to stay within an
acceptable range.
 CONTROL
• Determine how to maintain the
improvement.
• Put tools in place to ensure that the
key variables remain within the
maximum acceptance ranges
under the modified process.
• Continuous Improvement
Process :
 It is an ongoing
effort to improve products, services
or processes.


 A Continuous
Improvement is a set of activities
designed to bring gradual, but
continual improvement to a process
 PDCA
•
• Plan
– Study a process
– Collect and evaluate data
– Develop an ACTION PLAN
• Do
– Try out the plan
• Check
– Evaluate the test run
• Act
– Adjust the plan and go back up to the top
and try again

 Quality Tools
• Check Sheet
• Run Chart
• Histogram
• Pareto Chart
• Flowchart
• Cause-and-Effect Diagram
• Scatter Diagram
• Control Chart
 Check Sheet
• The check sheet is a simple
document that is used for collecting
data in real-time and at the location
where the data is generated.
 This type of data
collection can be used for almost
anything, from checking off the
occurrence of particular types of
defects to the counting of expected
items (e.g., the number of times the
telephone rings before being
answered).
 Month Lost Departure Mechanical Overbooked Other
 Luggage Delay
January 1 2 3 3 1
February 3 3 0 1 0
March 2 5 3 2 3
April 5 4 4 0 2
May 4 7 2 3 0
June 3 8 1 1 1
July 6 6 3 0 2
August 7 9 0 3 0
September 4 7 3 0 2
October 3 11 2 3 0
November 2 10 1 0 0
December 4 12 2 0 1


 Total 44 84 24 16 12
• Run Chart
•
• A run chart, also known as a run-
sequence plot is a graph that
displays observed data in a
 time sequence.
 14

12

10

6
artu
lys D
ep

1 2 3 4 5 6 7 8 9 10 11 12
M o n th s
• Histogram
•
• Histogram is a graphical display of
tabulated frequencies, shown as
bars.
 3.5

2.5

2
Frequency

1.5

0.5

0
1 2 3 4 5 6 7

Occurrences per Month

 Pareto Chart
•
• It is a type of chart which contains
both bars and a line graph. The
bars display the values in
descending order, and the line
graph shows the cumulative totals
of each category, left to right.
 Flow Chart
•
• A flowchart is a common type of
diagram, that represents an
algorithm or process, showing the
steps as boxes of various kinds, and
their order by connecting these
with arrows. Flowcharts are used in
analyzing, designing, documenting
or managing a process or program
in various fields
• Cause-and-Effect Diagram
•
• Ishikawa diagrams (also called
fishbone diagrams or cause-
and-effect diagrams) are
diagrams that show the causes and
effect of a certain event.
• Scatter Diagram
•
• A scatter plot is a type of
mathematical diagram using
Cartesian coordinates to display values for
two variables for a set of data.


• A Cartesian coordinate system specifies

each point uniquely in a plane by a pair of
numerical coordinates, which are the
signed distances from the point to two
fixed perpendicular directed lines

 12

10

8
Departure Delays

0
0 1 2 3 4 5 6 7

Late Passengers
• Control Chart
•
• Control charts are statistical tool,
showing whether a process is in
control or not.
• Excellence Model
•
• Excellence Model is a framework
for organizational management
systems, promoted by the
European Foundation for
Quality Management (EFQM) and
designed for helping organizations
in their drive towards being more
competitive.
•
•
•
• The model consists of nine criteria, these
being broken down into five Enablers
and four Results elements. The
schematic below shows graphically how
Leadership drives Policy and
Strategy, and is implemented via
People, Partnerships and Resources
through various Processes, which in
turn lead to Results. The results are
then analyzed and used as a means of
 The model can be used in
threeways:
• As a framework which organizations can
use to help them develop their vision
and goals for the future in a tangible.
• As a framework which organizations can
use to help them identify and
understand the systemic nature of their
business.
• a process which allows Companies to
recognize its most successful customer
experience and promote them to
achieve the organizational target
THANK
YOU