12. It is requirement of ISO 9000 that an org. seeking
ISO certification has to conduct internal quality
audit on a regular basis 12which is called as first
party audit and can be conducted by the trained
employees of ISO.
Second –party audit may be conducted by an
institutional customer of the org to ensure quality
standard mentioned in their contract .
Two new international quality standard are gaining
ground. One is Capability Maturity Model (CMM)
developed by Carnegie Mellon University, USA, for
the software industry, and other is COPC-2000
developed by a consortium of major multinational
companies.
13. Various Dimensions of Quality
13
Performance
Feature
Reliability
Serviceability
Durability
Appearance
Customer Service
Safety.
16. Five stages of quality culture
16
Dormant stage: No evident Interest, profitability
accepted, No external Threat
Awakening stage: Competition increased, loss mkt
share, Japanese co’s woo the customers
Groping stage: Started to follow
seminar, conference, magazines
Action stage: Input of above trendy method
developed only marginal result.
Maturity stage: Quality has become complete
natural as finance has been for years
43. Philip B Crosby’s Contribution to TQM
Crosby‟s name is perhaps best known in relation to
the concepts of „do it right first time‟ and „zero
defects‟.
Zero defects does not mean that people never make
mistake, but company does not start out expecting
them to make mistake.
His goal is to give all staff the training and the tool
of quality improvement , to apply basic percept of
prevention management .
65. Quality Circle
It is typically a voluntarily group of some 5-10
65
workers from the same workshops who meet
regularly and are led by a foreman, assistant
foreman, work leader, or one of the worker.
The members off the circle have mastered
statistical quality control and related methods and
utilized them to achieve significant results in
quality improvement, cost reduction, productivity
and safety.
68. Six Sigma toolkit is composed of the DMAIC
process , the Six Sigma training hierarchy, and
poka-yoke. The DMAIC process in fact refers to
the steps involved in the implementation of Six
Sigma project define, measure, analyse , improve
and control.
Poka-yoke are simple and inexpensive device used
in order to ensure that zero defects are produced
by the organisation.
SARVESH SONI/FQM/IE1/CH-7
69. The DMAIC process in six sigma is aid by the seven
magnificent quality tools-Ishikawa‟s fishbone
diagram, flowcharts, checklists, control
charts, histogram, pareto chart and scatter diagram
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70. Overview of Total Quality Management
(TQM)
The Six Sigma
Toolkit
SARVESH SONI/FQM/IE1/CH-7
71. Meaning of Six Sigma
Let us assume the for the process of manufacturing
pencils the natural tolerance limits that is, (µ±3s), as
given in next figure.
Thus, 99.73% of the pencil will have their diameter
within the specification limits, while the remaining
0.27% or 27 per 100 or 270000 per million pencils
will be defective. The standard deviation of the
population is „s‟.
SARVESH SONI/FQM/IE1/CH-7
72. Therefore it gives training to every employee
regarding statistical techniques to measure every
critical factor responsible for variation.
Then , steps are taken to improve the process and
reduce variation in the process.
For example, workers are trained to reduce the
mistakes on their parts, processes are redesigned for
better performance, and maintenance of machine is
improved.
SARVESH SONI/FQM/IE1/CH-7
73. Note that in below figure , there are 6 standard
deviation between the CL and USL or LSL. The
value(µ±6s) are now at the specification limits.
Now out of every 1 million pencils produced , only
0.002 pencils.
This is Six Sigma quality level, meaning zero
defective per million opportunities. (DPMO).
SARVESH SONI/FQM/IE1/CH-7
76. Steps in Implementing Six Sigma
Step 1 – Define: Define the priorities of the
customers with respect to quality
Those attributes of the product are identified that are
considered most important by the customers in
evaluation the quality off the product. These attributes
are called critical to quality characteristics. (CTQ).
The customer's perception about the quality attributes
are updated from time to time by conducting customer
surveys.
SARVESH SONI/FQM/IE1/CH-7
77. Step 2 – Measure : Measure the processes
and the defects arising in the product due to
the process
- The important processes influencing the
CTQs are identified and performance
measurement techniques are established for
these processes.
SARVESH SONI/FQM/IE1/CH-7
78. Step 3 – Analyze: Analyze the process to
determine the most likely causes of defects
The key variables most likely to be responsible for
variation in the process are identified to find the
reason for generation of defects.
SARVESH SONI/FQM/IE1/CH-7
79. Step 4 – Improve : Improve the performance
of the process and remove the causes of the
defects
The specification limits of the key variable are fixed
and the system established for measuring the
deviation of the variable is validated.
Improvisation in the process are done in order to
keep the variable within the specification limits.
SARVESH SONI/FQM/IE1/CH-7
80. Step 5 – Control : Ensure that the
improvements are maintained over time
The modified process is subjected to vigil at regular intervals of
times to ensure that the key variables do not show any
unacceptable variation (beyond the specification limits)
There are certain situation where the project team members
may feel that a process needs to be replaced by a new process
rather than improving the exiting process.
The demand of the customer with regard to quality cannot
satisfied by the existing process.
SARVESH SONI/FQM/IE1/CH-7
81. At times , an organization may decide to launch a
new product or service to grab a new business
opportunity offered by the environment.
In all such situation last two steps in the
DMAIC, namely, „improve‟, „ control‟ have to be
replaced by „design‟ and „verify‟ so that it becomes
DMADV.
SARVESH SONI/FQM/IE1/CH-7
83. Cost of Poor Quality (COPQ)
COPQ will generally include the following cost
components:
1) Cost of labor to fix the problem.
2) Cost of extra material used.
3) Cost of extra utilities
4) Cost of lost opportunity
a) Loss of sales/revenue (profit margin)
b) Potential loss of market share
c) Lower service level to customers
SARVESH SONI/FQM/IE1/CH-7
85. Contrasting Six Sigma and TQM
Six Sigma TQM
Executive ownership Self-directed work
Business strategy teams
execution system Quality initiative
Truly cross functional Largely within a single
Focused training with function
verifiable return on No mass training in
investment statistics and quality
Business results with return on
oriented investment
Quality oriented
SARVESH SONI/FQM/IE1/CH-7
86. Six Sigma Training Hierarchies
Green belt
He is trainedand experienced in using
Six Sigma tools and techniques.
Black belt
He is aspecialist in the use of Six Sigma
problem solving and prevention tools
and techniques. These techniques are
usually, but not necessarily, statistical or
numerical.
They are having extensive experience in
their domain.
SARVESH SONI/FQM/IE1/CH-7
87. Master black belt
He has practiced as a Black Belt for at least
five years.
He used to be full time practitioner in
Six-Sigma tools and has been mentor to at
least five successful black belt candidates.
SARVESH SONI/FQM/IE1/CH-7
88. The Seven Magnificent Quality Tools
1. Ishikawa‟s fish bone diagram
2. Flowcharts
3. Checklists
4. Pareto charts
5. Histogram
6. Scatter diagrams
7. Control Charts
SARVESH SONI/FQM/IE1/CH-7
89. 1. Ishikawa‟s fish bone diagram
Japanese quality GURU Kaoru Ishikawa is the
inventor of the diagram.
It is used to represent the various causes of an
effect, a problem, or quality characteristics.
This is useful to find out the root cause of a problem.
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90. There are two sets of general categories of main
causes used in the fish bone diagrams.
3Ms and 1p, that is
Methods, Machinery, Material, People.
4Ps that is, Policies, Procedures, People, and Plant.
For each main cause , various sub-causes are identified and
represented .
SARVESH SONI/FQM/IE1/CH-7
92. Pareto chart
Pareto Charts have been named after Alfred Pareto
(1848-1923).
It is based upon 80:20 principle. It means 80% of
the quality problem caused by 20% of the causes.
In the preparation of this charts, various causes
resulting in quality problem are identified and
arranged in the descending order of the magnitude
of defects they produce
SARVESH SONI/FQM/IE1/CH-7
93. Histogram
This tool is often used during the „analyze‟ phase of
the DMAIC process.
This shows the before and after situation of
implementing quality improvement measures.
SARVESH SONI/FQM/IE1/CH-7
94. Scatter Diagram
It used to find out relationship between a cause and
effect.
Ishikawa‟s Fishbone helps to find thee root cause of
an effect while scatter diagram help to identify the
kind and level of relationship. For ex…..
SARVESH SONI/FQM/IE1/CH-7
95. Poka-Yoke
The Japanese word Poka-Yoke has been derived
from Yokeru (to avoid) Poka (inadvertent errors).
Shigeo Shingo propounded the concept of “Zero
Quality Control” using Poka-Yoke devices leading
to “Defects = Zero”. This concept is synonymous
with terms like “Fail-safing”, “Fail-
proofing”, “Fool-proofing”, “Error-proofing” and
“100% inspection”.
SARVESH SONI/FQM/IE1/CH-7
96. Three Major Inspection Methods
1. Judgment Inspection
- This is the inspection of finished products so
that the defective products can be separated
from good ones before deliveries are made to
the customer.
2. Informative inspection
- here, the root cause of defects are investigated
and this information is passed to the relevant
processes for corrective action.
3. Source inspection
SARVESH SONI/FQM/IE1/CH-7
97. Zero Quality Control (ZQC)
1. Source Inspection: In this form of
inspection, factors causing defects are
inspected rather than the resulting
defects. If 100% inspection is adapted at
the source, the mistake can be avoided
completely before it becomes a defect.
2. Immediate action: Whenever a mistake is
detected, operations are stopped
immediately and resumed only upon
corrective action.
SARVESH SONI/FQM/IE1/CH-7
99. Origin of QFD
Quality Function Deployment
(QFD) has its origins at
Bridgestone Tire Kurume
plant, where the Quality Chart
was used for the first time in
1966.
In 1972, Mitsubishi applied the
QFD technique developed to its
present form by Dr. Yogi Akao, a
professor at Asahi SARVESH SONI/FQM/IE1/CH-7
100. QFD Defined
The American Society for Quality Control
defines quality function deployment as a
"structured method in which customer
requirements are translated into
appropriate technical requirements for
each stage of product development and
production.
The QFD process is often referred to as
listening to the voice of the customer"
(Bemowski, 1992).
SARVESH SONI/FQM/IE1/CH-7
101. QFD is a method that determines customer
requirements, deploys quality improvement
resources to meet those requirements, and
measure customer satisfaction to determine
success.
QFD is not only suitable for designing products but
for services as well.
The word „function‟ in QFD refers to a function
analysis of the business process phases in order to
improve the quality of the product development
process itself
SARVESH SONI/FQM/IE1/CH-7
102. Application of QFD
(By Japanese Society of Quality Control)
Seting design quality and planned quality
Benchmarking competitive products
New produt development that sets the company
apart from competitors
Analyzing and accumulating market quality
information
Communicating quality –related information to later
proceess
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103. Deploying design intent into manufacturing
Identifying control points for the gemba(a
Japanese word that refers to the place where
source information can be learned)
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106. STEP A: Conduct marketing research to determine
the „VOCs‟ i.e. customer‟s preference and then, place
the voices in part A of the house of Quality.
By- Focus group, Personal-Telephonic
Interview, mail questionnaire.
SARVESH SONI/FQM/IE1/CH-7
107. Kano‟s Model
It is possible the some of the root need of the
customer may not get revealed.
Kano(1984) diagram useful to characterized
customer needs, which can help us gain profound
understanding of customer satisfaction.
The X-axis represent the performance of the
product and Y-axis represent the level of
satisfaction attained by the customer.
Each product feature affects customer satisfaction
in a different way.
SARVESH
SONI/FQM/IE1/CH-7
109. Must be attribute(basic Quality): Customer
take these for granted when fulfilled. However, if
the product does not meet this basic need
sufficiently, the customer may become very
dissatisfied.
One dimensional attribute (expected
quality): These attributes result in customer
satisfaction when fulfilled and dissatisfaction when
not fulfilled in equal proportion with respect to the
performance of the product. The better these
attributes are the more customer likes the product
SARVESH SONI/FQM/IE1/CH-7
110. Attractive attributes (exciting quality):
The absence of attractive attributes does not cause
dissatisfaction because they are not expected.
But presence of these attributes delights customer
For example LG Golden Eye Television, which adjust the
brightness according to the light in the room so that harm to
the eyes can be prevented.
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111. STEP-B:
Involves determination of the various technical equipments
with respect to the various „voices of customer‟ and placing
these in part B of the house of Quality.
• STEP-C:
It involves the determination of the
relationship values between various „VOCs‟
and the technical requirement, and
representing these in part C of Quality House
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112. • STEP-D:
Thisstep involves the determination of
the correlation values between various
technical requirement and placing these
in part D of the quality house.
• STEP-E:
Involves survey of the customer to
determine the importance rating of
various „VOCs‟ and placing these in part
E of quality house.
SARVESH SONI/FQM/IE1/CH-7
113. • STEP-F:
Thisstep involves survey of the customer
to determine the rating of the company
and its main competitors with respect to
the various VOCs and placing them in
part F of quality house.
• STEP-G:
Involves determining the rating of the
company and its main competitors with
respect to the various technical
requirements and placing them in Part G
of the quality House.
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114. • STEP-H:
Thisstep involves finding the absolute
and relative weights of the various
technical requirements and selecting the
technical requirements with high
weights.
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