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 Real Work Mailing Invoices Production Assembly Marketing Helping Customers buy R&D Learning about customer needs Training new managers Personnel Complexity Collecting overdue accounts resulting from carrier delivery problems Rework of faulty incoming materials Handling customer complaints about poor quality materials Redesign due to market research errors Handling a lawsuit from 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 Rework Inputs ? Adjust Y O. K. ? N Adjust ? Diagnose N Y Y Finished Product Rework Product ? Rework N Scrap O. K. ? N Y Ship to Customer Diagnose Y Rework N ? Rework Scrap 1 -6

Quality Concepts Impact of Higher Quality on Value Less Waste Less Rew ork H igher Qu ality Fewer Rejections Low er Cost Less Backlog (Inventory) H igher Few er Complaints H igher Value Prod u ctivity Few er 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 proactive 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