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Quality Foundations in Operations

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by

Jennifer Edmonds

on 10 April 2015

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Transcript of Quality Foundations in Operations

"Without a standard there is no logical basis for making a decision or taking action."
The Six Sigma DMAIC process
(define, measure, analyze, improve, control)

is an improvement system for existing processes falling below specification and looking for incremental improvement.
...that basically certifies that the public and private sectors are following the same set of guidelines...
...but what do ISO standards REALLY do for me?
What did it mean for Sears?
They became more efficient completing repairs.
Sears sought ISO 9001 registration to enhance its organizational process compliance.
The company wanted a consistent process for improving customer satisfaction and enhancing service capabilities.
ISO 9001 implementation played a large role in assisting with process standardization across the company.
2700 defects per million
1 defect per billion
Another quality improvement strategy is mistake proofing
...also known as POKA-YOKE.
An effort to improve the quality of a firm’s products by having employees act as their own quality inspectors, and never pass defective units to next stage
(avoid mistakes)
Response to the External Community
PREVENTION
(1856-1915)
(1891-1967)
The Costs of Quality
CAUSES OF VARIATION
EMPIRICAL EVIDENCE
ANALYSIS
PRESERVE THE EVIDENCE
ACCURACY & PRECISION
CONTROLLED QUALITY
PRODUCTION & INSPECTION

BETTER & BETTER QUALITY
THE PERFORMANCE OF MANAGEMENT
KNOW WHAT TO DO
KNOW WHY TO DO IT
continuous improvement
STANDARDS
FREEDOM FROM DEFICIENCIES
CUSTOMER SATISFACTION
SINS OF THE PAST
GOAL SETTING
IMPROVEMENT
DO IT RIGHT THE FIRST TIME
ZERO DEFECTS

(1934-2004)
(1904-2008)
Joseph Juran
(1900-1993)
QUALITY ASSURANCE
STATISTICAL
SAMPLING

THE PERFORMANCE
OF MANAGEMENT

QUALITY
IS FREE

PLANNING,
CONTROL,
IMPROVEMENT

CLEARLY DEFINED LAWS
PUT THE SYSTEM FIRST
PACE
MEASURED WORK
EFFECTIVE & TIMELY REWARDS
COMPETENT MEN
COMPETENT TEACHERS

"system before people"
"scientific management"
"waste of manpower"
"consensus"
"productivity"

"labor force"
"phenomena"
"presenting data"
"knowledge"
"control"
"evidence"

"systematic"
"science"
"outcome"
"customers"
"knowledge helps management"
"self-realization"

"no fear"
"quality over quantity"
"cooperation"
"relationships"
"performance"
"standards"
"goals"
"quality control"
"quality control"
"precision"
"specific"

"change"

"less is more"
"zero defects"

"overcome obstacles"
CONTINUOUS IMPROVEMENT
MEET CUSTOMER EXPECTATIONS
PLAN CHANGE
Full transcript