The Quality Improvement Model - PowerPoint

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The Quality Improvement Model - PowerPoint Powered By Docstoc
					                                                                     Quality Concepts


The                                                 Define

Quality                                             Process



Improvement                                         Select
                                                   Measures

Model
                                                   Collect &
                                                   Interpret
                                                     Data


A Roadmap to Improvement                               Is       No    Investigate &
                                                    Process
                                                                       Fix Special
                                                     Stable
                                                                         Causes
                                                        ?
Purpose: To provide a
         sequence of steps to                            Yes

         improve any process                          Is
                                              No
         so that the customers    Improve
                                   Process
                                                    Process
                                                    Capable
         will realize the        Capability
                                                       ?
         highest quality and
                                                         Yes
         value.
                                                   Use SPC to
                                                    Maintain
                                                    Current
                                                    Process

                                                                                        1-1
                                                                  Quality Concepts




Catapult Exercise
      Each person will come up to the front and fire the catapult until we get
      30 distance measurements.


                                                          Cup
          Peg                                            Height
         Height
                         Hook Height



                          Stop Angle           Release
                                               Angle




                                                                                     1-2
                                                   Quality Concepts




Definitions of Quality

 • Conformance to specifications

 • The degree to which a product or service meets
    the needs of the customer

 • Uniformity around a customer-defined target

 • Exceeding customer expectations


  The customer is the most important part of the process.


                                                                      1-3
                                                       Quality Concepts


Does Quality Affect My Job?
Poor Quality  Complexity

    Department   Real Work         Complexity
    Accounting   Mailing Invoices  Collecting overdue
                                   accounts resulting from
                                   carrier delivery problems
    Production   Assembly          Rework of faulty
                                   incoming materials
    Marketing    Helping Customers Handling customer
                 buy               complaints about poor
                                   quality materials
    R&D          Learning about    Redesign due to market
                 customer needs    research errors
    Personnel    Training new      Handling a lawsuit from
                 managers          an employee who was
                                   mistreated

                                                                          1-4
                               Quality Concepts




             Receive Inputs
The Ideal
Flow             O.K.?

of Work              Y
                Process


             Measurements



                 O.K.?

                      Y
            Finished Product
                or Service



                 O.K.?

                     Y
            Send to Customer

                                                  1-5
                                                                        Quality Concepts


                Supplier
                Reworks
                                                 Receive Inputs
                Return to
                Supplier

The Impact of           Y Rework
                             ?
                                     Diagnose
                                                 N
                                                      O.K.?

Poor Quality    Internal
                Rework
                                 N
                                                          Y
                                                                                                Scrap


                                                     Process                  Rework
                                                                                                  N
                            Scrap                                                       Y   Rework
                                                   Process                                  Inputs
                                                                                              ?
                                                 Measurements                 Adjust

                                                                                    Y
                                                               N   Diagnose       Adjust    N
                                                      O.K.?                         ?

                                                          Y                             Y   Rework
                                                                                            Product
                                                                                               ?
                                                Finished Product      Rework
                                                                                                   N
                                                                                                Scrap

                                                               N
                                                      O.K.?          Diagnose


                                                                              Y             N
                                                          Y                       Rework
                                                                                    ?
                                                Ship to Customer      Rework                    Scrap




                                                                                                        1-6
                                                 Quality Concepts




Impact of Higher Quality on Value


               Less
               Waste
               Less Rework
               Fewer              Lower
               Rejections         Cost
Higher
Quality    LIensvseBatockylo) g  Higher
            (       n r
                                                    Higher
                                                     Value
                                  Productivity
               Fewer
               Complaints
               Fewer
               Returns

                                                                    1-7
                                            Quality Concepts




The Transition of Quality Thinking

Dedicate resources to
                           Work on process to
inspect all work for
                           prevent defects.
errors before finalized.


Measure performance        Understand process
by amount of work          behavior and take
completed compared         pro-active action to
to objectives.             improve the process.


Keep turn-around-time      Continually decrease
under 2 days to avoid      turn-around-time to
complaints.                delight customers.

                                                               1-8
                                                                     Quality Concepts


The                                                 Define

Quality                                             Process



Improvement                                         Select
                                                   Measures

Model
                                                   Collect &
                                                   Interpret
                                                     Data


A Roadmap to Improvement                               Is       No    Investigate &
                                                    Process
                                                                       Fix Special
                                                     Stable
                                                                         Causes
                                                        ?
Purpose: To provide a
         sequence of steps to                            Yes

         improve any process                          Is
                                              No
         so that the customers    Improve
                                   Process
                                                    Process
                                                    Capable
         will realize the        Capability
                                                       ?
         highest quality and
                                                         Yes
         value.
                                                   Use SPC to
                                                    Maintain
                                                    Current
                                                    Process

                                                                                        1-9

				
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