Quality Concepts The Quality Improvement Model Define Process

Quality Concepts The Quality Improvement Model Define Process Select Measures Collect & Interpret Data A Roadmap to Improvement Purpose: To provide a sequence of steps to improve any process so that the customers will realize the highest quality and value. Is Process Stable ? No Investigate & Fix Special Causes Yes Improve Process Capability No Is Process Capable ? Yes 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 Height Peg 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 Accounting Production Marketing R&D Personnel Real Work Mailing Invoices Complexity Collecting overdue accounts resulting from carrier delivery problems Rework of faulty Assembly incoming materials Helping Customers Handling customer buy complaints about poor quality materials Learning about Redesign due to market customer needs research errors Training new Handling a lawsuit from managers an employee who was mistreated 1 -4

Quality Concepts The Ideal Flow of Work Receive Inputs O. K. ? Y Process Measurements O. K. ? Y Finished Product or Service O. K. ? Y Send to Customer 1 -5

Quality Concepts Supplier Reworks The Impact of Poor Quality Receive Inputs Return to Supplier Y Rework ? Internal Rework N Diagnose N O. K. ? Scrap Y Process Rework Scrap N Y Process Measurements Adjust Rework Inputs ? Y O. K. ? N Adjust ? Diagnose Y Y Finished Product Rework N Rework Product ? N Scrap O. K. ? N Y Ship to Customer Diagnose Y Rework ? N Scrap 1 -6

Quality Concepts Impact of Higher Quality on Value Less Waste Less Rework Higher Quality Fewer Rejections Lower Cost Less Backlog (Inventory) Higher Fewer Complaints Higher Value Productivity Fewer Returns 1 -7

Quality Concepts The Transition of Quality Thinking Dedicate resources to inspect all work for errors before finalized. Work on process to prevent defects. Measure performance by amount of work completed compared to objectives. Understand process behavior and take pro-active action to improve the process. Keep turn-around-time under 2 days to avoid complaints. Continually decrease turn-around-time to delight customers. 1 -8

Quality Concepts The Quality Improvement Model Define Process Select Measures Collect & Interpret Data A Roadmap to Improvement Purpose: To provide a sequence of steps to improve any process so that the customers will realize the highest quality and value. Is Process Stable ? No Investigate & Fix Special Causes Yes Improve Process Capability No Is Process Capable ? Yes Use SPC to Maintain Current Process 1 -9