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Kaizen, Total Quality Management, Six Sigma, ISO9000… how do different QA models compare?. Clare Whittle. What is Quality?. What is Quality?. Customer Satisfaction A perceptual, conditional & somewhat subjective attribute & may be understood differently by different people. ...

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Kaizen total quality management six sigma iso9000 how do different qa models compare

Kaizen, Total Quality Management, Six Sigma, ISO9000… how do different QA models compare?

Clare Whittle


What is quality
What is Quality? do different QA models compare?


What is quality1
What is Quality? do different QA models compare?

  • Customer Satisfaction

  • A perceptual, conditional & somewhat subjective attribute & may be understood differently by different people. ...

  • Just a feeling…

  • Reputation

  • “Fitness for Purpose”


Why is quality important
Why is Quality Important? do different QA models compare?

  • Manufacturing:

    • Increased sales

    • Increased number of customers

    • More satisfied customers

    • Improved reputation

    • E.g. pre-TQM to post-TQM Japan


Why is quality important1
Why is Quality Important? do different QA models compare?

  • Medical Education:

    • Increases patient safety

    • Maximise benefit of training

    • Decreases likelihood of need to extend training

    • Training tomorrow’s doctors today:

      • “Could save a life…”


Can quality models be useful
Can Quality Models be Useful? do different QA models compare?

  • “The real problem comes about because the perception exists that office work, or functions like marketing and employee relations, can’t be accomplished to procedures and specifications. Therefore, they have the privilege to be sloppy if they want to be” (Crosby, 1984).


Total quality management
Total Quality Management do different QA models compare?

  • Methodology

  • Fix the process rather than the product,

  • Take on board the suggestions of those that are experts in their particular area

  • Focuses on executive leadership


Total quality management1
Total Quality Management do different QA models compare?

  • Decrease failure rate from 5% to 0.2%

  • Cultural Differences: Japanese embody the influence and guidance of leadership needed


Iso 9000
ISO 9000 do different QA models compare?

  • Standard (customer requirement)

  • Create quality mission statement and quality manual

  • Standard Operating Procedures (SOP): Describe how work is to be done

  • Standardisation can reduce the cost of quality


Iso 90001
ISO 9000 do different QA models compare?

  • Rudimentary

  • Cultural Differences- Puts more resources into independent checking and less into training.


Kaizen
Kaizen do different QA models compare?

  • Genuine desire by all to improve

  • Small incremental changes made by workers, but guided by managers.

  • Requires the intelligence and attention of every worker


Kaizen1
Kaizen do different QA models compare?

  • Suggestion systems:

    • 127 suggestions per worker, totalling over 200,000 suggestions with 99% of these being implemented.


Kaizen2
Kaizen do different QA models compare?

  • More than 200 ideas for improvement were suggested by ground-level employees. The changes they suggested led to:

    • a reduction in truck hours of over 17%

    • 20% reduction in line-side materials (inventories)

    • 23% reduction in walking (the distance

      that employees had to cover to carry

      out their work – 57 miles per day in total).

      http://www.thetimes100.co.uk/case-study--continuous-improvement-within-organisation--98-269-6.php


Six sigma
Six Sigma do different QA models compare?

  • Methodology

  • In the statistical sense, Six Sigma is only relevant if you have millions or billions of events or products to measure


Six sigma1
Six Sigma do different QA models compare?

  • “TQM” on steroids

  • Focuses on executive support (executive leadership [TQM] sometimes needed)


Six sigma dmaic
Six Sigma- DMAIC do different QA models compare?

  • DEFINE

  • MEASURE

  • ANALYSE

  • IMPROVE

  • CONTROL


Six sigma successes
Six Sigma- Successes do different QA models compare?

  • Virtua Health in New Jersey has had a vigorous Six Sigma program in place for several years

  • In one project focused on congestive heart failure,

    • length of stay was reduced from 6 to 4 days

    • patient education improved from 27% to 80%

    • chart consistency improved from 67% to 93%

      http://www.isixsigma.com/index.php?option=com_k2&view=item&id=156:measuring-six-sigma-results-in-the-healthcare-industry&Itemid=92


Conclusion
Conclusion do different QA models compare?

  • Quality models designed with industry in mind, the principles can also be applied more broadly.

  • These models need to be evaluated carefully, however, and applied sensibly.

  • Should be combined with a flexible change management strategy (Sculthorp, 2010).

  • This should yield the most effective results.

    http://ezinearticles.com/?Lean-Six-Sigma-in-the-Public-Sector---Creating-a-True-Step-Change-in-Efficiency-and-Effectiveness&id=4480747


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