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Quality Foundations in Operations
Transcript of Quality Foundations in Operations
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
Response to the External Community
The Costs of Quality
CAUSES OF VARIATION
PRESERVE THE EVIDENCE
ACCURACY & PRECISION
PRODUCTION & INSPECTION
BETTER & BETTER QUALITY
THE PERFORMANCE OF MANAGEMENT
KNOW WHAT TO DO
KNOW WHY TO DO IT
FREEDOM FROM DEFICIENCIES
SINS OF THE PAST
DO IT RIGHT THE FIRST TIME
CLEARLY DEFINED LAWS
PUT THE SYSTEM FIRST
EFFECTIVE & TIMELY REWARDS
"system before people"
"waste of manpower"
"knowledge helps management"
"quality over quantity"
"less is more"
MEET CUSTOMER EXPECTATIONS