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6 - 1© 2011 Pearson Education, Inc. publishing as Prentice Hall 6 Managing Quality PowerPoint presentation to accompany Heizer and Render Operations Management, 10e Principles of Operations Management, 8e PowerPoint slides by Jeff Heyl
6 - 2© 2011 Pearson Education, Inc. publishing as Prentice Hall Outline  Global Company Profile: Arnold Palmer Hospital  Quality and Strategy  Defining Quality  Implications of Quality  Malcolm Baldrige National Quality Award  Cost of Quality (COQ)  Ethics and Quality Management
6 - 3© 2011 Pearson Education, Inc. publishing as Prentice Hall Outline – Continued  International Quality Standards  ISO 9000  ISO14000
6 - 4© 2011 Pearson Education, Inc. publishing as Prentice Hall Outline – Continued  Total Quality Management  Continuous Improvement  Six Sigma  Employee Empowerment  Benchmarking  Just-in-Time (JIT)  Taguchi Concepts  Knowledge of TQM Tools
6 - 5© 2011 Pearson Education, Inc. publishing as Prentice Hall Outline – Continued  Tools of TQM  Check Sheets  Scatter Diagrams  Cause-and-Effect Diagrams  Pareto Charts  Flowcharts  Histograms  Statistical Process Control (SPC)
6 - 6© 2011 Pearson Education, Inc. publishing as Prentice Hall Outline – Continued  The Role of Inspection  When and Where to Inspect  Source Inspection  Service Industry Inspection  Inspection of Attributes versus Variables  TQM in Services
6 - 7© 2011 Pearson Education, Inc. publishing as Prentice Hall Learning Objectives When you complete this chapter you should be able to: 1. Define quality and TQM 2. Describe the ISO international quality standards 3. Explain Six Sigma 4. Explain how benchmarking is used 5. Explain quality robust products and Taguchi concepts 6. Use the seven tools of TQM
6 - 8© 2011 Pearson Education, Inc. publishing as Prentice Hall Managing Quality Provides a Competitive Advantage Arnold Palmer Hospital  Deliver over 16,000 babies annually  Virtually every type of quality tool is employed  Continuous improvement  Employee empowerment  Benchmarking  Just-in-time  Quality tools
6 - 9© 2011 Pearson Education, Inc. publishing as Prentice Hall Quality and Strategy An operations manager’s objective is to build a total quality management system that identifies and satisfies customer needs
6 - 10© 2011 Pearson Education, Inc. publishing as Prentice Hall Quality and Strategy  Managing quality supports differentiation, low cost, and response strategies  Quality helps firms increase sales and reduce costs  Building a quality organization is a demanding task
6 - 11© 2011 Pearson Education, Inc. publishing as Prentice Hall Two Ways Quality Improves Profitability Improved Quality Increased Profits  Increased productivity  Lower rework and scrap costs  Lower warranty costs Reduced Costs via  Improved response  Flexible pricing  Improved reputation Sales Gains via Figure 6.1
6 - 12© 2011 Pearson Education, Inc. publishing as Prentice Hall The Flow of Activities Organizational Practices Leadership, Mission statement, Effective operating procedures, Staff support, Training Yields: What is important and what is to be accomplished Quality Principles Customer focus, Continuous improvement, Benchmarking, Just-in-time, Tools of TQM Yields: How to do what is important and to be accomplished Employee Fulfillment Empowerment, Organizational commitment Yields: Employee attitudes that can accomplish what is important Customer Satisfaction Winning orders, Repeat customers Yields: An effective organization with a competitive advantageFigure 6.2
6 - 13© 2011 Pearson Education, Inc. publishing as Prentice Hall Defining Quality The totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs American Society for Quality
6 - 14© 2011 Pearson Education, Inc. publishing as Prentice Hall Different Views  User-based: better performance, more features  Manufacturing-based: conformance to standards, making it right the first time  Product-based: specific and measurable attributes of the product
6 - 15© 2011 Pearson Education, Inc. publishing as Prentice Hall Implications of Quality 1. Company reputation  Perception of new products  Employment practices  Supplier relations 2. Product liability  Reduce risk 3. Global implications  Improved ability to compete
6 - 16© 2011 Pearson Education, Inc. publishing as Prentice Hall Key Dimensions of Quality  Performance  Features  Reliability  Conformance  Durability  Serviceability  Aesthetics  Perceived quality  Value
6 - 17© 2011 Pearson Education, Inc. publishing as Prentice Hall Malcolm Baldrige National Quality Award  Established in 1988 by the U.S. government  Designed to promote TQM practices  Recent winners include  Honeywell Federal, Midway USA, AtlantiCare, Heartland Health, Cargill Corn Milling, PRO-TEC Coating Co., City of Coral Springs, Premier Inc., Sunny Fresh Foods, Park Place Lexus, Richland College
6 - 18© 2011 Pearson Education, Inc. publishing as Prentice Hall Baldrige Criteria Applicants are evaluated on: Categories Points Leadership 120 Strategic Planning 85 Customer & Market Focus 85 Measurement, Analysis, and Knowledge Management 90 Workforce Focus 85 Process Management 85 Results 450
6 - 19© 2011 Pearson Education, Inc. publishing as Prentice Hall Takumi A Japanese character that symbolizes a broader dimension than quality, a deeper process than education, and a more perfect method than persistence
6 - 20© 2011 Pearson Education, Inc. publishing as Prentice Hall Costs of Quality  Prevention costs - reducing the potential for defects  Appraisal costs - evaluating products, parts, and services  Internal failure - producing defective parts or service before delivery  External costs - defects discovered after delivery
6 - 21© 2011 Pearson Education, Inc. publishing as Prentice Hall External Failure Internal Failure Prevention Costs of Quality Appraisal Total Cost Quality Improvement Total Cost
6 - 22© 2011 Pearson Education, Inc. publishing as Prentice Hall Leaders in Quality Table 6.1 Leader Philosophy/Contribution W. Edwards Deming 14 Points for Management Joseph M. Juran Top management commitment, fitness for use Armand Feigenbaum Total Quality Control Philip B. Crosby Quality is Free, zero defects
6 - 23© 2011 Pearson Education, Inc. publishing as Prentice Hall Ethics and Quality Management  Operations managers must deliver healthy, safe, quality products and services  Poor quality risks injuries, lawsuits, recalls, and regulation  Organizations are judged by how they respond to problems  All stakeholders much be considered
6 - 24© 2011 Pearson Education, Inc. publishing as Prentice Hall International Quality Standards  ISO 9000 series (Europe/EC)  Common quality standards for products sold in Europe (even if made in U.S.)  2008 update places greater emphasis on leadership and customer requirements and satisfaction  ISO 14000 series (Europe/EC)
6 - 25© 2011 Pearson Education, Inc. publishing as Prentice Hall ISO 14000 Environmental Standard Core Elements:  Environmental management  Auditing  Performance evaluation  Labeling  Life cycle assessment
6 - 26© 2011 Pearson Education, Inc. publishing as Prentice Hall ISO 14000 Environmental Standard Advantages:  Positive public image and reduced exposure to liability  Systematic approach to pollution prevention  Compliance with regulatory requirements and opportunities for competitive advantage  Reduction in multiple audits
6 - 27© 2011 Pearson Education, Inc. publishing as Prentice Hall TQM Encompasses entire organization, from supplier to customer Stresses a commitment by management to have a continuing, companywide drive toward excellence in all aspects of products and services that are important to the customer
6 - 28© 2011 Pearson Education, Inc. publishing as Prentice Hall Deming’s Fourteen Points Table 6.2 1. Create consistency of purpose 2. Lead to promote change 3. Build quality into the product; stop depending on inspections 4. Build long-term relationships based on performance instead of awarding business on price 5. Continuously improve product, quality, and service
6 - 29© 2011 Pearson Education, Inc. publishing as Prentice Hall Deming’s Fourteen Points Table 6.2 6. Start training 7. Emphasize leadership 8. Drive out fear 9. Break down barriers between departments 10. Stop haranguing workers 11. Support, help, and improve
6 - 30© 2011 Pearson Education, Inc. publishing as Prentice Hall Deming’s Fourteen Points Table 6.2 12. Remove barriers to pride in work 13. Institute education and self- improvement 14. Put everyone to work on the transformation
6 - 31© 2011 Pearson Education, Inc. publishing as Prentice Hall Seven Concepts of TQM 1. Continuous improvement 2. Six Sigma 3. Employee empowerment 4. Benchmarking 5. Just-in-time (JIT) 6. Taguchi concepts 7. Knowledge of TQM tools
6 - 32© 2011 Pearson Education, Inc. publishing as Prentice Hall Continuous Improvement  Represents continual improvement of all processes  Involves all operations and work centers including suppliers and customers  People, Equipment, Materials, Procedures
6 - 33© 2011 Pearson Education, Inc. publishing as Prentice Hall 4. Act Implement the plan document 2. Do Test the plan 3. Check Is the plan working? 1.Plan Identify the pattern and make a plan Shewhart’s PDCA Model Figure 6.3
6 - 34© 2011 Pearson Education, Inc. publishing as Prentice Hall Six Sigma  Two meanings  Statistical definition of a process that is 99.9997% capable, 3.4 defects per million opportunities (DPMO)  A program designed to reduce defects, lower costs, and improve customer satisfaction
6 - 35© 2011 Pearson Education, Inc. publishing as Prentice Hall  Two meanings  Statistical definition of a process that is 99.9997% capable, 3.4 defects per million opportunities (DPMO)  A program designed to reduce defects, lower costs, and improve customer satisfaction Six Sigma Mean Lower limits Upper limits 3.4 defects/million ±6 2,700 defects/million ±3 Figure 6.4
6 - 36© 2011 Pearson Education, Inc. publishing as Prentice Hall Six Sigma Program  Originally developed by Motorola, adopted and enhanced by Honeywell and GE  Highly structured approach to process improvement  A strategy  A discipline - DMAIC 6
6 - 37© 2011 Pearson Education, Inc. publishing as Prentice Hall Six Sigma 1. Define critical outputs and identify gaps for improvement 2. Measure the work and collect process data 3. Analyze the data 4. Improve the process 5. Control the new process to make sure new performance is maintained DMAIC Approach
6 - 38© 2011 Pearson Education, Inc. publishing as Prentice Hall Six Sigma Implementation  Emphasize defects per million opportunities as a standard metric  Provide extensive training  Focus on corporate sponsor support (Champions)  Create qualified process improvement experts (Black Belts, Green Belts, etc.)  Set stretch objectives This cannot be accomplished without a major commitment from top level management
6 - 39© 2011 Pearson Education, Inc. publishing as Prentice Hall Employee Empowerment  Getting employees involved in product and process improvements  85% of quality problems are due to process and material  Techniques  Build communication networks that include employees  Develop open, supportive supervisors  Move responsibility to employees  Build a high-morale organization  Create formal team structures
6 - 40© 2011 Pearson Education, Inc. publishing as Prentice Hall Quality Circles  Group of employees who meet regularly to solve problems  Trained in planning, problem solving, and statistical methods  Often led by a facilitator  Very effective when done properly
6 - 41© 2011 Pearson Education, Inc. publishing as Prentice Hall Benchmarking Selecting best practices to use as a standard for performance 1. Determine what to benchmark 2. Form a benchmark team 3. Identify benchmarking partners 4. Collect and analyze benchmarking information 5. Take action to match or exceed the benchmark
6 - 42© 2011 Pearson Education, Inc. publishing as Prentice Hall Best Practices for Resolving Customer Complaints Best Practice Justification Make it easy for clients to complain It is free market research Respond quickly to complaints It adds customers and loyalty Resolve complaints on first contact It reduces cost Use computers to manage complaints Discover trends, share them, and align your services Recruit the best for customer service jobs It should be part of formal training and career advancement Table 6.3
6 - 43© 2011 Pearson Education, Inc. publishing as Prentice Hall Just-in-Time (JIT) Relationship to quality:  JIT cuts the cost of quality  JIT improves quality  Better quality means less inventory and better, easier-to- employ JIT system
6 - 44© 2011 Pearson Education, Inc. publishing as Prentice Hall Just-in-Time (JIT)  ‘Pull’ system of production scheduling including supply management  Production only when signaled  Allows reduced inventory levels  Inventory costs money and hides process and material problems  Encourages improved process and product quality
6 - 45© 2011 Pearson Education, Inc. publishing as Prentice Hall Just-In-Time (JIT) Example Scrap Unreliable Vendors Capacity Imbalances Work in process inventory level (hides problems)
6 - 46© 2011 Pearson Education, Inc. publishing as Prentice Hall Just-In-Time (JIT) Example Reducing inventory reveals problems so they can be solved Scrap Unreliable Vendors Capacity Imbalances
6 - 47© 2011 Pearson Education, Inc. publishing as Prentice Hall Taguchi Concepts  Engineering and experimental design methods to improve product and process design  Identify key component and process variables affecting product variation  Taguchi Concepts  Quality robustness  Quality loss function  Target-oriented quality
6 - 48© 2011 Pearson Education, Inc. publishing as Prentice Hall Quality Robustness  Ability to produce products uniformly in adverse manufacturing and environmental conditions  Remove the effects of adverse conditions  Small variations in materials and process do not destroy product quality
6 - 49© 2011 Pearson Education, Inc. publishing as Prentice Hall Quality Loss Function  Shows that costs increase as the product moves away from what the customer wants  Costs include customer dissatisfaction, warranty and service, internal scrap and repair, and costs to society  Traditional conformance specifications are too simplistic
6 - 50© 2011 Pearson Education, Inc. publishing as Prentice Hall Unacceptable Poor Good Best Fair Quality Loss Function High loss Loss (to producing organization, customer, and society) Low loss Frequency Lower Target Upper Specification Target-oriented quality yields more product in the “best” category Target-oriented quality brings product toward the target value Conformance-oriented quality keeps products within 3 standard deviations Figure 6.5 L = D2C where L = loss to society D = distance from target value C = cost of deviation
6 - 51© 2011 Pearson Education, Inc. publishing as Prentice Hall Tools of TQM  Tools for Generating Ideas  Check sheets  Scatter diagrams  Cause-and-effect diagrams  Tools to Organize the Data  Pareto charts  Flowcharts
6 - 52© 2011 Pearson Education, Inc. publishing as Prentice Hall Tools of TQM  Tools for Identifying Problems  Histogram  Statistical process control chart
6 - 53© 2011 Pearson Education, Inc. publishing as Prentice Hall / / / / /// / // /// // //// /// // / Hour Defect 1 2 3 4 5 6 7 8 A B C / / // / Seven Tools of TQM (a) Check Sheet: An organized method of recording data Figure 6.6
6 - 54© 2011 Pearson Education, Inc. publishing as Prentice Hall Seven Tools of TQM (b) Scatter Diagram: A graph of the value of one variable vs. another variable Absenteeism Productivity Figure 6.6
6 - 55© 2011 Pearson Education, Inc. publishing as Prentice Hall Seven Tools of TQM (c) Cause-and-Effect Diagram: A tool that identifies process elements (causes) that might effect an outcome Figure 6.6 Cause Materials Methods Manpower Machinery Effect
6 - 56© 2011 Pearson Education, Inc. publishing as Prentice Hall Seven Tools of TQM (d) Pareto Chart: A graph to identify and plot problems or defects in descending order of frequency Figure 6.6 Frequency Percent A B C D E
6 - 57© 2011 Pearson Education, Inc. publishing as Prentice Hall Seven Tools of TQM (e) Flowchart (Process Diagram): A chart that describes the steps in a process Figure 6.6
6 - 58© 2011 Pearson Education, Inc. publishing as Prentice Hall Seven Tools of TQM (f) Histogram: A distribution showing the frequency of occurrences of a variable Figure 6.6 Distribution Repair time (minutes) Frequency
6 - 59© 2011 Pearson Education, Inc. publishing as Prentice Hall Seven Tools of TQM (g) Statistical Process Control Chart: A chart with time on the horizontal axis to plot values of a statistic Figure 6.6 Upper control limit Target value Lower control limit Time
6 - 60© 2011 Pearson Education, Inc. publishing as Prentice Hall Cause-and-Effect Diagrams Material (ball) Method (shooting process) Machine (hoop & backboard) Manpower (shooter) Missed free-throws Figure 6.7 Rim alignment Rim size Backboard stability Rim height Follow-through Hand position Aiming point Bend knees Balance Size of ball Lopsidedness Grain/Feel (grip) Air pressure Training Conditioning Motivation Concentration Consistency
6 - 61© 2011 Pearson Education, Inc. publishing as Prentice Hall Pareto Charts Number of occurrences Room svc Check-in Pool hours Minibar Misc. 72% 16% 5% 4% 3% 12 4 3 2 54 – 100 – 93 – 88 – 72 70 – 60 – 50 – 40 – 30 – 20 – 10 – 0 – Frequency(number) Causes and percent of the total Cumulativepercent Data for October
6 - 62© 2011 Pearson Education, Inc. publishing as Prentice Hall Flow Charts MRI Flowchart 1. Physician schedules MRI 2. Patient taken to MRI 3. Patient signs in 4. Patient is prepped 5. Technician carries out MRI 6. Technician inspects film 7. If unsatisfactory, repeat 8. Patient taken back to room 9. MRI read by radiologist 10. MRI report transferred to physician 11. Patient and physician discuss 11 10 20% 9 8 80% 1 2 3 4 5 6 7
6 - 63© 2011 Pearson Education, Inc. publishing as Prentice Hall Statistical Process Control (SPC)  Uses statistics and control charts to tell when to take corrective action  Drives process improvement  Four key steps  Measure the process  When a change is indicated, find the assignable cause  Eliminate or incorporate the cause  Restart the revised process
6 - 64© 2011 Pearson Education, Inc. publishing as Prentice Hall An SPC Chart Upper control limit Coach’s target value Lower control limit Game number | | | | | | | | | 1 2 3 4 5 6 7 8 9 20% 10% 0% Plots the percent of free throws missed Figure 6.8
6 - 65© 2011 Pearson Education, Inc. publishing as Prentice Hall Inspection  Involves examining items to see if an item is good or defective  Detect a defective product  Does not correct deficiencies in process or product  It is expensive  Issues  When to inspect  Where in process to inspect
6 - 66© 2011 Pearson Education, Inc. publishing as Prentice Hall When and Where to Inspect 1. At the supplier’s plant while the supplier is producing 2. At your facility upon receipt of goods from the supplier 3. Before costly or irreversible processes 4. During the step-by-step production process 5. When production or service is complete 6. Before delivery to your customer 7. At the point of customer contact
6 - 67© 2011 Pearson Education, Inc. publishing as Prentice Hall Inspection  Many problems  Worker fatigue  Measurement error  Process variability  Cannot inspect quality into a product  Robust design, empowered employees, and sound processes are better solutions
6 - 68© 2011 Pearson Education, Inc. publishing as Prentice Hall Source Inspection  Also known as source control  The next step in the process is your customer  Ensure perfect product to your customer Poka-yoke is the concept of foolproof devices or techniques designed to pass only acceptable product
6 - 69© 2011 Pearson Education, Inc. publishing as Prentice Hall Service Industry Inspection Organization What is Inspected Standard Jones Law Office Receptionist performance Billing Attorney Is phone answered by the second ring Accurate, timely, and correct format Promptness in returning calls Table 6.4
6 - 70© 2011 Pearson Education, Inc. publishing as Prentice Hall Service Industry Inspection Organization What is Inspected Standard Hard Rock Hotel Reception desk Doorman Room Minibar Use customer’s name Greet guest in less than 30 seconds All lights working, spotless bathroom Restocked and charges accurately posted to bill Table 6.4
6 - 71© 2011 Pearson Education, Inc. publishing as Prentice Hall Service Industry Inspection Organization What is Inspected Standard Arnold Palmer Hospital Billing Pharmacy Lab Nurses Admissions Accurate, timely, and correct format Prescription accuracy, inventory accuracy Audit for lab-test accuracy Charts immediately updated Data entered correctly and completely Table 6.4
6 - 72© 2011 Pearson Education, Inc. publishing as Prentice Hall Service Industry Inspection Organization What is Inspected Standard Olive Garden Restaurant Busboy Busboy Waiter Serves water and bread within 1 minute Clears all entrée items and crumbs prior to dessert Knows and suggest specials, desserts Table 6.4
6 - 73© 2011 Pearson Education, Inc. publishing as Prentice Hall Service Industry Inspection Organization What is Inspected Standard Nordstrom Department Store Display areas Stockrooms Salesclerks Attractive, well-organized, stocked, good lighting Rotation of goods, organized, clean Neat, courteous, very knowledgeable Table 6.4
6 - 74© 2011 Pearson Education, Inc. publishing as Prentice Hall Attributes Versus Variables  Attributes  Items are either good or bad, acceptable or unacceptable  Does not address degree of failure  Variables  Measures dimensions such as weight, speed, height, or strength  Falls within an acceptable range  Use different statistical techniques
6 - 75© 2011 Pearson Education, Inc. publishing as Prentice Hall TQM In Services  Service quality is more difficult to measure than the quality of goods  Service quality perceptions depend on  Intangible differences between products  Intangible expectations customers have of those products
6 - 76© 2011 Pearson Education, Inc. publishing as Prentice Hall Service Quality The Operations Manager must recognize: 1. The tangible component of services is important 2. The service process is important 3. The service is judged against the customer’s expectations 4. Exceptions will occur
6 - 77© 2011 Pearson Education, Inc. publishing as Prentice Hall Service Specifications at UPS
6 - 78© 2011 Pearson Education, Inc. publishing as Prentice Hall Determinants of Service Quality Reliability Consistency of performance and dependability Responsiveness Willingness or readiness of employees Competence Required skills and knowledge Access Approachability and ease of contact Courtesy Politeness, respect, consideration, friendliness Communication Keeping customers informed Credibility Trustworthiness, believability, honesty Security Freedom from danger, risk, or doubt Understanding/ knowing the customer Understand the customer’s needs Tangibles Physical evidence of the service Table 6.5
6 - 79© 2011 Pearson Education, Inc. publishing as Prentice Hall Service Recovery Strategy  Managers should have a plan for when services fail  Marriott’s LEARN routine  Listen  Empathize  Apologize  React  Notify
6 - 80© 2011 Pearson Education, Inc. publishing as Prentice Hall All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Printed in the United States of America.

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Heizer om10 ch06

  • 1. 6 - 1© 2011 Pearson Education, Inc. publishing as Prentice Hall 6 Managing Quality PowerPoint presentation to accompany Heizer and Render Operations Management, 10e Principles of Operations Management, 8e PowerPoint slides by Jeff Heyl
  • 2. 6 - 2© 2011 Pearson Education, Inc. publishing as Prentice Hall Outline  Global Company Profile: Arnold Palmer Hospital  Quality and Strategy  Defining Quality  Implications of Quality  Malcolm Baldrige National Quality Award  Cost of Quality (COQ)  Ethics and Quality Management
  • 3. 6 - 3© 2011 Pearson Education, Inc. publishing as Prentice Hall Outline – Continued  International Quality Standards  ISO 9000  ISO14000
  • 4. 6 - 4© 2011 Pearson Education, Inc. publishing as Prentice Hall Outline – Continued  Total Quality Management  Continuous Improvement  Six Sigma  Employee Empowerment  Benchmarking  Just-in-Time (JIT)  Taguchi Concepts  Knowledge of TQM Tools
  • 5. 6 - 5© 2011 Pearson Education, Inc. publishing as Prentice Hall Outline – Continued  Tools of TQM  Check Sheets  Scatter Diagrams  Cause-and-Effect Diagrams  Pareto Charts  Flowcharts  Histograms  Statistical Process Control (SPC)
  • 6. 6 - 6© 2011 Pearson Education, Inc. publishing as Prentice Hall Outline – Continued  The Role of Inspection  When and Where to Inspect  Source Inspection  Service Industry Inspection  Inspection of Attributes versus Variables  TQM in Services
  • 7. 6 - 7© 2011 Pearson Education, Inc. publishing as Prentice Hall Learning Objectives When you complete this chapter you should be able to: 1. Define quality and TQM 2. Describe the ISO international quality standards 3. Explain Six Sigma 4. Explain how benchmarking is used 5. Explain quality robust products and Taguchi concepts 6. Use the seven tools of TQM
  • 8. 6 - 8© 2011 Pearson Education, Inc. publishing as Prentice Hall Managing Quality Provides a Competitive Advantage Arnold Palmer Hospital  Deliver over 16,000 babies annually  Virtually every type of quality tool is employed  Continuous improvement  Employee empowerment  Benchmarking  Just-in-time  Quality tools
  • 9. 6 - 9© 2011 Pearson Education, Inc. publishing as Prentice Hall Quality and Strategy An operations manager’s objective is to build a total quality management system that identifies and satisfies customer needs
  • 10. 6 - 10© 2011 Pearson Education, Inc. publishing as Prentice Hall Quality and Strategy  Managing quality supports differentiation, low cost, and response strategies  Quality helps firms increase sales and reduce costs  Building a quality organization is a demanding task
  • 11. 6 - 11© 2011 Pearson Education, Inc. publishing as Prentice Hall Two Ways Quality Improves Profitability Improved Quality Increased Profits  Increased productivity  Lower rework and scrap costs  Lower warranty costs Reduced Costs via  Improved response  Flexible pricing  Improved reputation Sales Gains via Figure 6.1
  • 12. 6 - 12© 2011 Pearson Education, Inc. publishing as Prentice Hall The Flow of Activities Organizational Practices Leadership, Mission statement, Effective operating procedures, Staff support, Training Yields: What is important and what is to be accomplished Quality Principles Customer focus, Continuous improvement, Benchmarking, Just-in-time, Tools of TQM Yields: How to do what is important and to be accomplished Employee Fulfillment Empowerment, Organizational commitment Yields: Employee attitudes that can accomplish what is important Customer Satisfaction Winning orders, Repeat customers Yields: An effective organization with a competitive advantageFigure 6.2
  • 13. 6 - 13© 2011 Pearson Education, Inc. publishing as Prentice Hall Defining Quality The totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs American Society for Quality
  • 14. 6 - 14© 2011 Pearson Education, Inc. publishing as Prentice Hall Different Views  User-based: better performance, more features  Manufacturing-based: conformance to standards, making it right the first time  Product-based: specific and measurable attributes of the product
  • 15. 6 - 15© 2011 Pearson Education, Inc. publishing as Prentice Hall Implications of Quality 1. Company reputation  Perception of new products  Employment practices  Supplier relations 2. Product liability  Reduce risk 3. Global implications  Improved ability to compete
  • 16. 6 - 16© 2011 Pearson Education, Inc. publishing as Prentice Hall Key Dimensions of Quality  Performance  Features  Reliability  Conformance  Durability  Serviceability  Aesthetics  Perceived quality  Value
  • 17. 6 - 17© 2011 Pearson Education, Inc. publishing as Prentice Hall Malcolm Baldrige National Quality Award  Established in 1988 by the U.S. government  Designed to promote TQM practices  Recent winners include  Honeywell Federal, Midway USA, AtlantiCare, Heartland Health, Cargill Corn Milling, PRO-TEC Coating Co., City of Coral Springs, Premier Inc., Sunny Fresh Foods, Park Place Lexus, Richland College
  • 18. 6 - 18© 2011 Pearson Education, Inc. publishing as Prentice Hall Baldrige Criteria Applicants are evaluated on: Categories Points Leadership 120 Strategic Planning 85 Customer & Market Focus 85 Measurement, Analysis, and Knowledge Management 90 Workforce Focus 85 Process Management 85 Results 450
  • 19. 6 - 19© 2011 Pearson Education, Inc. publishing as Prentice Hall Takumi A Japanese character that symbolizes a broader dimension than quality, a deeper process than education, and a more perfect method than persistence
  • 20. 6 - 20© 2011 Pearson Education, Inc. publishing as Prentice Hall Costs of Quality  Prevention costs - reducing the potential for defects  Appraisal costs - evaluating products, parts, and services  Internal failure - producing defective parts or service before delivery  External costs - defects discovered after delivery
  • 21. 6 - 21© 2011 Pearson Education, Inc. publishing as Prentice Hall External Failure Internal Failure Prevention Costs of Quality Appraisal Total Cost Quality Improvement Total Cost
  • 22. 6 - 22© 2011 Pearson Education, Inc. publishing as Prentice Hall Leaders in Quality Table 6.1 Leader Philosophy/Contribution W. Edwards Deming 14 Points for Management Joseph M. Juran Top management commitment, fitness for use Armand Feigenbaum Total Quality Control Philip B. Crosby Quality is Free, zero defects
  • 23. 6 - 23© 2011 Pearson Education, Inc. publishing as Prentice Hall Ethics and Quality Management  Operations managers must deliver healthy, safe, quality products and services  Poor quality risks injuries, lawsuits, recalls, and regulation  Organizations are judged by how they respond to problems  All stakeholders much be considered
  • 24. 6 - 24© 2011 Pearson Education, Inc. publishing as Prentice Hall International Quality Standards  ISO 9000 series (Europe/EC)  Common quality standards for products sold in Europe (even if made in U.S.)  2008 update places greater emphasis on leadership and customer requirements and satisfaction  ISO 14000 series (Europe/EC)
  • 25. 6 - 25© 2011 Pearson Education, Inc. publishing as Prentice Hall ISO 14000 Environmental Standard Core Elements:  Environmental management  Auditing  Performance evaluation  Labeling  Life cycle assessment
  • 26. 6 - 26© 2011 Pearson Education, Inc. publishing as Prentice Hall ISO 14000 Environmental Standard Advantages:  Positive public image and reduced exposure to liability  Systematic approach to pollution prevention  Compliance with regulatory requirements and opportunities for competitive advantage  Reduction in multiple audits
  • 27. 6 - 27© 2011 Pearson Education, Inc. publishing as Prentice Hall TQM Encompasses entire organization, from supplier to customer Stresses a commitment by management to have a continuing, companywide drive toward excellence in all aspects of products and services that are important to the customer
  • 28. 6 - 28© 2011 Pearson Education, Inc. publishing as Prentice Hall Deming’s Fourteen Points Table 6.2 1. Create consistency of purpose 2. Lead to promote change 3. Build quality into the product; stop depending on inspections 4. Build long-term relationships based on performance instead of awarding business on price 5. Continuously improve product, quality, and service
  • 29. 6 - 29© 2011 Pearson Education, Inc. publishing as Prentice Hall Deming’s Fourteen Points Table 6.2 6. Start training 7. Emphasize leadership 8. Drive out fear 9. Break down barriers between departments 10. Stop haranguing workers 11. Support, help, and improve
  • 30. 6 - 30© 2011 Pearson Education, Inc. publishing as Prentice Hall Deming’s Fourteen Points Table 6.2 12. Remove barriers to pride in work 13. Institute education and self- improvement 14. Put everyone to work on the transformation
  • 31. 6 - 31© 2011 Pearson Education, Inc. publishing as Prentice Hall Seven Concepts of TQM 1. Continuous improvement 2. Six Sigma 3. Employee empowerment 4. Benchmarking 5. Just-in-time (JIT) 6. Taguchi concepts 7. Knowledge of TQM tools
  • 32. 6 - 32© 2011 Pearson Education, Inc. publishing as Prentice Hall Continuous Improvement  Represents continual improvement of all processes  Involves all operations and work centers including suppliers and customers  People, Equipment, Materials, Procedures
  • 33. 6 - 33© 2011 Pearson Education, Inc. publishing as Prentice Hall 4. Act Implement the plan document 2. Do Test the plan 3. Check Is the plan working? 1.Plan Identify the pattern and make a plan Shewhart’s PDCA Model Figure 6.3
  • 34. 6 - 34© 2011 Pearson Education, Inc. publishing as Prentice Hall Six Sigma  Two meanings  Statistical definition of a process that is 99.9997% capable, 3.4 defects per million opportunities (DPMO)  A program designed to reduce defects, lower costs, and improve customer satisfaction
  • 35. 6 - 35© 2011 Pearson Education, Inc. publishing as Prentice Hall  Two meanings  Statistical definition of a process that is 99.9997% capable, 3.4 defects per million opportunities (DPMO)  A program designed to reduce defects, lower costs, and improve customer satisfaction Six Sigma Mean Lower limits Upper limits 3.4 defects/million ±6 2,700 defects/million ±3 Figure 6.4
  • 36. 6 - 36© 2011 Pearson Education, Inc. publishing as Prentice Hall Six Sigma Program  Originally developed by Motorola, adopted and enhanced by Honeywell and GE  Highly structured approach to process improvement  A strategy  A discipline - DMAIC 6
  • 37. 6 - 37© 2011 Pearson Education, Inc. publishing as Prentice Hall Six Sigma 1. Define critical outputs and identify gaps for improvement 2. Measure the work and collect process data 3. Analyze the data 4. Improve the process 5. Control the new process to make sure new performance is maintained DMAIC Approach
  • 38. 6 - 38© 2011 Pearson Education, Inc. publishing as Prentice Hall Six Sigma Implementation  Emphasize defects per million opportunities as a standard metric  Provide extensive training  Focus on corporate sponsor support (Champions)  Create qualified process improvement experts (Black Belts, Green Belts, etc.)  Set stretch objectives This cannot be accomplished without a major commitment from top level management
  • 39. 6 - 39© 2011 Pearson Education, Inc. publishing as Prentice Hall Employee Empowerment  Getting employees involved in product and process improvements  85% of quality problems are due to process and material  Techniques  Build communication networks that include employees  Develop open, supportive supervisors  Move responsibility to employees  Build a high-morale organization  Create formal team structures
  • 40. 6 - 40© 2011 Pearson Education, Inc. publishing as Prentice Hall Quality Circles  Group of employees who meet regularly to solve problems  Trained in planning, problem solving, and statistical methods  Often led by a facilitator  Very effective when done properly
  • 41. 6 - 41© 2011 Pearson Education, Inc. publishing as Prentice Hall Benchmarking Selecting best practices to use as a standard for performance 1. Determine what to benchmark 2. Form a benchmark team 3. Identify benchmarking partners 4. Collect and analyze benchmarking information 5. Take action to match or exceed the benchmark
  • 42. 6 - 42© 2011 Pearson Education, Inc. publishing as Prentice Hall Best Practices for Resolving Customer Complaints Best Practice Justification Make it easy for clients to complain It is free market research Respond quickly to complaints It adds customers and loyalty Resolve complaints on first contact It reduces cost Use computers to manage complaints Discover trends, share them, and align your services Recruit the best for customer service jobs It should be part of formal training and career advancement Table 6.3
  • 43. 6 - 43© 2011 Pearson Education, Inc. publishing as Prentice Hall Just-in-Time (JIT) Relationship to quality:  JIT cuts the cost of quality  JIT improves quality  Better quality means less inventory and better, easier-to- employ JIT system
  • 44. 6 - 44© 2011 Pearson Education, Inc. publishing as Prentice Hall Just-in-Time (JIT)  ‘Pull’ system of production scheduling including supply management  Production only when signaled  Allows reduced inventory levels  Inventory costs money and hides process and material problems  Encourages improved process and product quality
  • 45. 6 - 45© 2011 Pearson Education, Inc. publishing as Prentice Hall Just-In-Time (JIT) Example Scrap Unreliable Vendors Capacity Imbalances Work in process inventory level (hides problems)
  • 46. 6 - 46© 2011 Pearson Education, Inc. publishing as Prentice Hall Just-In-Time (JIT) Example Reducing inventory reveals problems so they can be solved Scrap Unreliable Vendors Capacity Imbalances
  • 47. 6 - 47© 2011 Pearson Education, Inc. publishing as Prentice Hall Taguchi Concepts  Engineering and experimental design methods to improve product and process design  Identify key component and process variables affecting product variation  Taguchi Concepts  Quality robustness  Quality loss function  Target-oriented quality
  • 48. 6 - 48© 2011 Pearson Education, Inc. publishing as Prentice Hall Quality Robustness  Ability to produce products uniformly in adverse manufacturing and environmental conditions  Remove the effects of adverse conditions  Small variations in materials and process do not destroy product quality
  • 49. 6 - 49© 2011 Pearson Education, Inc. publishing as Prentice Hall Quality Loss Function  Shows that costs increase as the product moves away from what the customer wants  Costs include customer dissatisfaction, warranty and service, internal scrap and repair, and costs to society  Traditional conformance specifications are too simplistic
  • 50. 6 - 50© 2011 Pearson Education, Inc. publishing as Prentice Hall Unacceptable Poor Good Best Fair Quality Loss Function High loss Loss (to producing organization, customer, and society) Low loss Frequency Lower Target Upper Specification Target-oriented quality yields more product in the “best” category Target-oriented quality brings product toward the target value Conformance-oriented quality keeps products within 3 standard deviations Figure 6.5 L = D2C where L = loss to society D = distance from target value C = cost of deviation
  • 51. 6 - 51© 2011 Pearson Education, Inc. publishing as Prentice Hall Tools of TQM  Tools for Generating Ideas  Check sheets  Scatter diagrams  Cause-and-effect diagrams  Tools to Organize the Data  Pareto charts  Flowcharts
  • 52. 6 - 52© 2011 Pearson Education, Inc. publishing as Prentice Hall Tools of TQM  Tools for Identifying Problems  Histogram  Statistical process control chart
  • 53. 6 - 53© 2011 Pearson Education, Inc. publishing as Prentice Hall / / / / /// / // /// // //// /// // / Hour Defect 1 2 3 4 5 6 7 8 A B C / / // / Seven Tools of TQM (a) Check Sheet: An organized method of recording data Figure 6.6
  • 54. 6 - 54© 2011 Pearson Education, Inc. publishing as Prentice Hall Seven Tools of TQM (b) Scatter Diagram: A graph of the value of one variable vs. another variable Absenteeism Productivity Figure 6.6
  • 55. 6 - 55© 2011 Pearson Education, Inc. publishing as Prentice Hall Seven Tools of TQM (c) Cause-and-Effect Diagram: A tool that identifies process elements (causes) that might effect an outcome Figure 6.6 Cause Materials Methods Manpower Machinery Effect
  • 56. 6 - 56© 2011 Pearson Education, Inc. publishing as Prentice Hall Seven Tools of TQM (d) Pareto Chart: A graph to identify and plot problems or defects in descending order of frequency Figure 6.6 Frequency Percent A B C D E
  • 57. 6 - 57© 2011 Pearson Education, Inc. publishing as Prentice Hall Seven Tools of TQM (e) Flowchart (Process Diagram): A chart that describes the steps in a process Figure 6.6
  • 58. 6 - 58© 2011 Pearson Education, Inc. publishing as Prentice Hall Seven Tools of TQM (f) Histogram: A distribution showing the frequency of occurrences of a variable Figure 6.6 Distribution Repair time (minutes) Frequency
  • 59. 6 - 59© 2011 Pearson Education, Inc. publishing as Prentice Hall Seven Tools of TQM (g) Statistical Process Control Chart: A chart with time on the horizontal axis to plot values of a statistic Figure 6.6 Upper control limit Target value Lower control limit Time
  • 60. 6 - 60© 2011 Pearson Education, Inc. publishing as Prentice Hall Cause-and-Effect Diagrams Material (ball) Method (shooting process) Machine (hoop & backboard) Manpower (shooter) Missed free-throws Figure 6.7 Rim alignment Rim size Backboard stability Rim height Follow-through Hand position Aiming point Bend knees Balance Size of ball Lopsidedness Grain/Feel (grip) Air pressure Training Conditioning Motivation Concentration Consistency
  • 61. 6 - 61© 2011 Pearson Education, Inc. publishing as Prentice Hall Pareto Charts Number of occurrences Room svc Check-in Pool hours Minibar Misc. 72% 16% 5% 4% 3% 12 4 3 2 54 – 100 – 93 – 88 – 72 70 – 60 – 50 – 40 – 30 – 20 – 10 – 0 – Frequency(number) Causes and percent of the total Cumulativepercent Data for October
  • 62. 6 - 62© 2011 Pearson Education, Inc. publishing as Prentice Hall Flow Charts MRI Flowchart 1. Physician schedules MRI 2. Patient taken to MRI 3. Patient signs in 4. Patient is prepped 5. Technician carries out MRI 6. Technician inspects film 7. If unsatisfactory, repeat 8. Patient taken back to room 9. MRI read by radiologist 10. MRI report transferred to physician 11. Patient and physician discuss 11 10 20% 9 8 80% 1 2 3 4 5 6 7
  • 63. 6 - 63© 2011 Pearson Education, Inc. publishing as Prentice Hall Statistical Process Control (SPC)  Uses statistics and control charts to tell when to take corrective action  Drives process improvement  Four key steps  Measure the process  When a change is indicated, find the assignable cause  Eliminate or incorporate the cause  Restart the revised process
  • 64. 6 - 64© 2011 Pearson Education, Inc. publishing as Prentice Hall An SPC Chart Upper control limit Coach’s target value Lower control limit Game number | | | | | | | | | 1 2 3 4 5 6 7 8 9 20% 10% 0% Plots the percent of free throws missed Figure 6.8
  • 65. 6 - 65© 2011 Pearson Education, Inc. publishing as Prentice Hall Inspection  Involves examining items to see if an item is good or defective  Detect a defective product  Does not correct deficiencies in process or product  It is expensive  Issues  When to inspect  Where in process to inspect
  • 66. 6 - 66© 2011 Pearson Education, Inc. publishing as Prentice Hall When and Where to Inspect 1. At the supplier’s plant while the supplier is producing 2. At your facility upon receipt of goods from the supplier 3. Before costly or irreversible processes 4. During the step-by-step production process 5. When production or service is complete 6. Before delivery to your customer 7. At the point of customer contact
  • 67. 6 - 67© 2011 Pearson Education, Inc. publishing as Prentice Hall Inspection  Many problems  Worker fatigue  Measurement error  Process variability  Cannot inspect quality into a product  Robust design, empowered employees, and sound processes are better solutions
  • 68. 6 - 68© 2011 Pearson Education, Inc. publishing as Prentice Hall Source Inspection  Also known as source control  The next step in the process is your customer  Ensure perfect product to your customer Poka-yoke is the concept of foolproof devices or techniques designed to pass only acceptable product
  • 69. 6 - 69© 2011 Pearson Education, Inc. publishing as Prentice Hall Service Industry Inspection Organization What is Inspected Standard Jones Law Office Receptionist performance Billing Attorney Is phone answered by the second ring Accurate, timely, and correct format Promptness in returning calls Table 6.4
  • 70. 6 - 70© 2011 Pearson Education, Inc. publishing as Prentice Hall Service Industry Inspection Organization What is Inspected Standard Hard Rock Hotel Reception desk Doorman Room Minibar Use customer’s name Greet guest in less than 30 seconds All lights working, spotless bathroom Restocked and charges accurately posted to bill Table 6.4
  • 71. 6 - 71© 2011 Pearson Education, Inc. publishing as Prentice Hall Service Industry Inspection Organization What is Inspected Standard Arnold Palmer Hospital Billing Pharmacy Lab Nurses Admissions Accurate, timely, and correct format Prescription accuracy, inventory accuracy Audit for lab-test accuracy Charts immediately updated Data entered correctly and completely Table 6.4
  • 72. 6 - 72© 2011 Pearson Education, Inc. publishing as Prentice Hall Service Industry Inspection Organization What is Inspected Standard Olive Garden Restaurant Busboy Busboy Waiter Serves water and bread within 1 minute Clears all entrée items and crumbs prior to dessert Knows and suggest specials, desserts Table 6.4
  • 73. 6 - 73© 2011 Pearson Education, Inc. publishing as Prentice Hall Service Industry Inspection Organization What is Inspected Standard Nordstrom Department Store Display areas Stockrooms Salesclerks Attractive, well-organized, stocked, good lighting Rotation of goods, organized, clean Neat, courteous, very knowledgeable Table 6.4
  • 74. 6 - 74© 2011 Pearson Education, Inc. publishing as Prentice Hall Attributes Versus Variables  Attributes  Items are either good or bad, acceptable or unacceptable  Does not address degree of failure  Variables  Measures dimensions such as weight, speed, height, or strength  Falls within an acceptable range  Use different statistical techniques
  • 75. 6 - 75© 2011 Pearson Education, Inc. publishing as Prentice Hall TQM In Services  Service quality is more difficult to measure than the quality of goods  Service quality perceptions depend on  Intangible differences between products  Intangible expectations customers have of those products
  • 76. 6 - 76© 2011 Pearson Education, Inc. publishing as Prentice Hall Service Quality The Operations Manager must recognize: 1. The tangible component of services is important 2. The service process is important 3. The service is judged against the customer’s expectations 4. Exceptions will occur
  • 77. 6 - 77© 2011 Pearson Education, Inc. publishing as Prentice Hall Service Specifications at UPS
  • 78. 6 - 78© 2011 Pearson Education, Inc. publishing as Prentice Hall Determinants of Service Quality Reliability Consistency of performance and dependability Responsiveness Willingness or readiness of employees Competence Required skills and knowledge Access Approachability and ease of contact Courtesy Politeness, respect, consideration, friendliness Communication Keeping customers informed Credibility Trustworthiness, believability, honesty Security Freedom from danger, risk, or doubt Understanding/ knowing the customer Understand the customer’s needs Tangibles Physical evidence of the service Table 6.5
  • 79. 6 - 79© 2011 Pearson Education, Inc. publishing as Prentice Hall Service Recovery Strategy  Managers should have a plan for when services fail  Marriott’s LEARN routine  Listen  Empathize  Apologize  React  Notify
  • 80. 6 - 80© 2011 Pearson Education, Inc. publishing as Prentice Hall All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Printed in the United States of America.