tqm course لكل مهندسين الجودة
TRANSCRIPT
Total Quality Management
The quality journey continues……..
By / Ahmed M Hasham
About Instructor
• B.Sc. of Chemistry –Alazhar university .• Business Administration Diploma .• Quality Management Diploma .• Human Resource Diploma .• MINI-MBA .• Member of the Board scientists Egypt.• Quality assistant manager in ME-VAC for veterinary
vaccines.
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Ahmed Hasham
TQM• Total - made up of the whole• Quality - degree of excellence a product or
service provides• Management - act, art or manner of planning,
controlling, directing,….
Therefore, TQM is the art of managing the whole to achieve excellence.
التميز لتحقيق الكل إدارة فن2/16/2015
Must to Know• Quality Meaning .• Quality system components .• Process.• Standard Operation Procedures .• Quality control .• Quality Assurance .• Internal Audit .• External Audit .• How to build QMS . • Procedure ; Form ; Record .• NCR ; CAPA.• Action plan.• Quality objective .2/16/2015
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Quality History
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Importance of Quality
Company’s reputation
Product liability
International implications
Market GainsReputationVolumePrice
Lower CostsProductivityRework/ScrapWarranty
ImprovedQuality
IncreasedProfits
Market GainsReputationVolumePrice
Lower CostsProductivityRework/ScrapWarranty
ImprovedQuality
IncreasedProfits
Costs & market share
Is 99% Quality Good Enough?
• 22,000 checks will be deducted from the wrong bank accounts in the next 60 minutes.
• 20,000 incorrect drug prescriptions will be written in the next 12 months.
• 12 babies will be given to the wrong parents each day.
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9000عائلة مواصفات األيزو ISO-9000
أساسيات لشرحالجودة نظم
والمصطلحات المستخدمة
ISO-9001 متطلبات المواصفة
ISO-9004 عامة ارشادات
ISO-19011 إرشادات
نظامى لمراجعةوالبيئة الجودة
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The Three Quality Gurus
• Deming: the best known of the “early” pioneers, is credited with popularizing quality control in Japan in early 1950s.Today, he is regarded as a national hero in that country and is the father of the world famous Deming prize for quality.
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JURAN• Juran, like Deming was invited to Japan in 1954 by the
union of Japanese Scientists and engineers.
• Juran defines quality as fitness for use in terms of design, conformance, availability, safety and field use. He focuses on top-down management and technical methods rather than worker pride and satisfaction.
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Philip Crosby: author of popular book Quality is Free. His absolutes of quality are:
• Quality is defined as conformance to requirements, not “goodness”
• The system for achieving quality is prevention, not appraisal.
• The performance standard is zero defects, not “that’s close enough”
• The measurement of quality is the price of non-conformance, not indexes.
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عدم وجود أخطاء في المنتج أو الخدمة
االلتزام واإليفاء
بمتطلبات مالءمة المنتج العمالء
او الخدمة للغرض او االستخدام
عمل الشىء الصحيح
بالطريقة الصحيحة من
أول مرة وفي كل
مرة
الجودة هي:
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Definitions of Quality
• User-Based: What consumer says it is• Mfg.-Based: Degree to which a product
conforms to design specification• Product-Based: Level of measurable product
characteristic
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DIFINITION OF QUALITY
• The concept and vocabulary of quality are elusive. Different people interpret quality differently. Few can define quality in measurable terms that can be proved operationalized. When asked what differentiates their product or service;
The banker will answer” service” The healthcare worker will answer “quality health care” The hotel employee will answer “customer satisfaction” The manufacturer will simply answer “quality product”
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Documentation pyramid
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Process
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Basic steps in problem solving
1. Define the problem and establish an improvement goal.2. Collect data.3. Analyze the problem.4. Generate potential solutions.5. Choose a solution.6. Implement the solution.7. Monitor the solution to see if it accomplishes the goal.
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Quality tools
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What are the Basic Seven Tools of Quality?
• Fishbone Diagrams• Histograms• Pareto Analysis• Flowcharts• Scatter Plots• Run Charts• Control Charts
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Control Chart Pareto Chart
Data CollectingScatter Plot Ishikawa Chart
HistogramStratification
* *****
* * *
The seven tools
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Techniques For Improvement.
Inputs Outputs
Input-Output analysisFlow Charts
x
xx
xx
xx
x
Scatter Diagrams
Cause-Effect DiagramsPareto Analysis Why - why analysis
Why?Why?
Why?
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Cause-and-Effect Diagram
Effect
MaterialsMethods
EquipmentPeople
Environment
Cause
Cause
Cause
Cause
Cause
CauseCause
Cause
CauseCause
Cause
Cause
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Check Sheet
Billing Errors
Wrong Account
Wrong Amount
A/R Errors
Wrong Account
Wrong Amount
Monday
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Pareto Analysis80% of the problems may be
attributed to 20% of the
causes.
Smearedprint
Num
ber
of d
efec
ts
Offcentre
Missinglabel
Loose Other
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Taguchi Loss Function
Cost
TargetLowerspec
Upperspec
Traditionalcost function
Taguchicost function
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Pareto Chart Thinking Challenge
You’re a quality analyst for Corning Glass. You’ve collected data on 100 rejected glasses:
Nicks 80Cuts 11Scratches 3Porosity 3Misc. 3
Prepare a Pareto Chart.
Produce GoodProvide Service
Stop Process
Yes
NoAssign.
Causes?Take Sample
Inspect Sample
Find Out WhyCreateControl Chart
Start Produce GoodProvide Service
Stop Process
Yes
NoAssign.
Causes?Take Sample
Inspect Sample
Find Out WhyCreateControl Chart
Start
Statistical Process Control Steps
020406080 X
Time
Control Chart Example
UCL
LCL
Productivity and TQM
• Traditional view:– Quality cannot be improved without significant
losses in productivity.• TQM view:
– Improved quality leads to improved productivity.
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Benchmarking process
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Quality system principles
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TQM
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Basic concepts for Quality الجودة مثلث
رغبات و متطلباتالمستهلك
اإلنتاج خصائص التصميم خصائص
جودة التصنيع
داء
األدة
جوالتصميمجودة
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للجودة المتكامل الضبط عناصرللمنتج - 1 مواصفات رغبات. وضع فيها يدخل و
و التطوير و التصميم مواصفات و المستهلكاألبحاث.
الداخلة – 2 المواد جودة .ضبطالتشغيل – 3 أثناء المنتج جودة .ضبطالنهائي – 4 المنتج جودة التغليف ضبط ذلك في بما
أجهزة جودة ضبط و النقل و التخزين و التعبئة و. الفحص و القياس
البيع – 5 بعد المنتج جودة هذا ضبط يمثل والمعولية ) (.Reliabilityباإلعتمادية
الجودة – 6 اإلدارية إدارة النواحي كل تمثل والجودة مستوى تحسين و برفع المتصلة
, غير) إلى الحوافز و التدريب الجودة مسؤوليةذلك(
الجودة تكاليف
الجودة تكاليفQuality Costs
اإلخفاق تكاليففي
الجودة ضبطCosts of Poor Quality
اإلخفاق تكاليفالداخلي
Internal Failure Costs
اإلخفاق تكاليفالخارجي
External Failure Costs
ضبط تكاليفالجودة
Cost of Good quality
التقييم تكاليفAppraisal Costs
الوقاية تكاليفPrevention Costs
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Quality Costs
COST OF QUALITY IS THE COST OF NON QUALITY
1: 10:100 Rule“A stitch in time saves nine”
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Quality Costs
Cost of Prevention Prevention costs include those activities which remove and
prevent defects from occurring in the production process. Included are such activities as quality planning, production
reviews, training, and engineering analysis, which are incurred to ensure that poor quality is not produced. Appraisal
Those costs incurred to identify poor quality products after they occur but before shipment to customers. e.g. Inspection activity.
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Quality Costs
Internal Failure Those incurred during the production process. Include such items as machine downtime, poor quality
materials, scrap, and rework.External Failure Those incurred after the product is shipped. External failure costs include returns and allowances,
warranty costs, and hidden costs of customer dissatisfaction and lost market share.
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Benefits of TQM
Greater customer loyalty Market share improvement Higher stock prices Reduced service calls Higher prices Greater productivity
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الجودة مسؤولية
المنشأة في الجودة تحقيق مسؤولية تقعالجميع على اإلنتاجية
الجودة جيد منتج
العميل / المستهلكCustomer التسويق
Marketing
التصميم Design
المشترياتpurchasing
تصميم العtملياتProcess Design
اإلنتاجProduction
االختبار و الفحصInspection and Testing
التخزين و التغليفPackaging and
Storage
المنتج خدمةProduct Service
لةشام
ةالود
لجةا
دارإ
Tota
l Q
ualit
y M
anag
emen
t
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NonconformityNon fulfillment of a requirement
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Records All systems require records. We have records to demonstrate conformance to specified requirements. Records can consist of:• Nonconformance reports• Corrective actions• Training• Document control• Purchasing• Process records• Sales
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Corrective Action
- Initiated to resolve an issue - Reactive not proactive - Isolate occurrence or “contain” - Identify immediate, mid and long term action - Determine cause - Eliminate cause - Follow up for effectiveness - Monitor
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Preventive Action - Initiated to avoid a Corrective Action - Proactive to trends, statistics and analysis - Management tool for Continual Improvement - Steps are the same as for Corrective Action
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Documentation
Can be in electronic or paper, but not telepathic
Typically includes:• Procedures • Work instructions• Records • Forms• Invoices • Manuals• Drawings
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Internal audits
- provide management with report on health of system
- are a tool when the “Numbers” indicate investigation is necessary.
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Data Analysis
Used to measure several things:• Performance• Degree of Legal Compliance• Degree of conformance• Sampling plans• Customer satisfaction• Opinion polls
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Communication
- Critical as long as there are humans - Awareness of the critical operating requirements - Discussion of current situation/results - Celebrate victories - Brainstorm defeats
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The initial understanding of quality control was compliance to specifications and the quality control task was to identify and remove defects, achieved mainly through some form of measurement and inspection activity.
Quality Control QC
Responsibility for quality was not with line functionaries, but was vested with separate staff departments.
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Quality Control• Quality a technical rather than a
managerial function. • The requirements applicable to the day-to-
day management of audit assignments
• Quality control is product-centric.
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Quality Assurance is understood as planned or systematic actions necessary to provide adequate confidence that a product or service will satisfy given requirements for quality
Quality Assurance QA
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Quality AssurancePolicies, systems and procedures
established by to maintain a high standard of audit activity.
Quality Assurance is process centric
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الجودة إدارة مع التقليدية الجودة إدارة مقارنةالشاملة
الجودة إدارةالشاملة
الجودة إدارةالتقليدية
الجودة عناصر
مطابق ) للعميل موجهللمتطلبات(
مطابق ) للمنتج موجهللمواصفات(
الجودة تعريف
وجودة للتكلفة موجةاإلنتاج مساوية
بعد وجودة للتكلفة موجةاإلنتاج
األولوية
اإلنتاج عملية داخل مبنية اإلنتاج عملية بعد الفحصالمدى طويل المدى قصير القرار
سماح بدون كtكل للنظامللخطأ
للفقد السماح مع للعمليةوالتصحيح
األخطاء توجه
لجميع المستمر التحسينالعtمليات
للعملية الفني التحسين التحسين توجه
الجميع مشاركة الجودة ضبط قسم المسؤوليةفي والمشاركtة العمل فرق
الحلخبير أو المباشر المدير المشاكل 2/16/2015حل Ahmed Hasham 59
دراسة حول رضى العمالء ( شخص 25( من كل )1 هناك مشتكي )
غير راضين شخص11 كل شخص غير راض ... يخبر
أشخاص3 كل شخص راض ... يخبر ال ترتاح إذا كانت الشكاوي قليلة
x 11 = 275 25هناك
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خدمة استراتيجية العمالء
- خدمة الوالء معادلةالعمالء
العمالء الوسائل الالزمة والء والء تشجيعالعاملين
++=
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THANKS FOR LISTENING
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