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Quality Management. By Kyle Bethke. Agenda. Speaker Introduction Agenda Review Introduction to Quality Management Techniques Software Demonstration Session 1: Process Editor eB and eB2 Quality Management Foundations Managing Stand Alone Quality Testing Summary of Session 1
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Quality Management By Kyle Bethke
Agenda • Speaker Introduction • Agenda Review • Introduction to Quality Management Techniques • Software Demonstration Session 1: • Process Editor • eB and eB2 Quality Management Foundations • Managing Stand Alone Quality Testing • Summary of Session 1 • Software Demonstration Session 2: • Managing Quality within Purchasing – Supplier Performance • Managing Quality within Manufacturing • Co/By Products Included • Managing Quality within your Field Service Department • Shipment Performance Processing • Wrap-up
What is Quality Management? • “Anything which makes or helps to make anything such as it is.” or An inherent or distinguishing characteristic, a property. • Defined by Manufacturers: Fit, Form, Function, Reliability, Consistency…Quality is considered a part of everyone’s job, it’s a Quality System. • “No product is acceptable to everyone, and customer satisfaction is a composite of many factors. Interpretation of customer requirements is critical.” • TQM • Six Sigma • SQC • SPC • Kano Model • TRIZ • Continuous Improvement • “means of understanding…but not the solution.”
TQM Defined *A Japanese style approach to quality improvement. TQM has many meanings: Simply put, TQM is a management approach to long term success through customer satisfaction. TQM is based on the participation of all members of an organization in improving processes, goods, services, and the culture in which they work. *APICS Dictionary 9th Edition
What is Six Sigma Quality? Six Sigma is not a fraternity! It is a management tool that puts the customer first and uses FACTS and DATA to drive better solutions. By definition, Six Sigma is a term used to indicate that a process is well controlled with tolerance limits +/-6 sigma from the centerline in a control chart. Some believe Motorola was the originator of “Six Sigma Quality.”
What is SQC and SPC? Statistical Quality Control (SQC) is the application of statistical techniques to control quality including acceptance sampling. Statistical Process Control (SPC) is the application of statistical techniques to monitor and adjust an operation. In many instances the term SPC is used interchangebly with SQC; it depends on what is being measured.
What is Kano Model Analysis? The Kano Model classifies product attributes and their importance based on how they are perceived by customers and their effect on customer satisfaction. Powerful aid in determining product or service design and features that put you ahead of the competition. • Three classifications of attributes: • Threshold – “Must-Have” product features. • Excitement - unexpected attributes that, when provided, generate disproportionately high levels of customer enthusiasm and satisfaction. • Performance - Linear relationship between perceptions of attribute performance and customer satisfaction.
Demonstrating eB Quality Management Features • Session 1: • Process Editor • Quality Management Foundations • Quality Management Module • Stand alone Quality Tests • Quality Sampling • Session 2: • In Process Testing where an operation within a work order or repetitive schedule routing is dedicated • QM in Manufacturing and SFC • Test Results Maintenance or SFC and Repetitive Labor Feedback • Co/By Products • P.O. Inspection and Supplier Performance • Service Support Management • eB2 Shipment Performance • And more…
Agenda • Speaker Introduction • Agenda Review • Introduction to Quality Management Techniques • Software Demonstration Session 1: • Process Editor • eB and eB2 Quality Management Foundations • Managing Stand Alone Quality Testing • Summary of Session 1 • Software Demonstration Session 2: • Managing Quality within Manufacturing • Co/By Products Included • Managing Quality within Purchasing – Supplier Performance • Managing Quality within your Field Service Department • Shipment Performance Processing • Wrap-up
Demonstrating eB Quality Management Features • Session 1: • Process Editor • Quality Management Foundations • Quality Management Module • Stand alone Quality Tests • Quality Sampling • Session 2: • In Process Testing where an operation within a work order or repetitive schedule routing is dedicated • QM in Manufacturing and SFC • Test Results Maintenance or SFC and Repetitive Labor Feedback • Co/By Products • P.O. Inspection and Supplier Performance • Service Support Management • eB2 Shipment Performance • And more…
How Do I Start Applying TQM? • Management commitment…Don’t just analyze the charts, take action! 85% of Quality issues are within the domain of Management (Deming)! • Time, funding, priorities and interest from the CEO. • Coaching, encouragement and support from all levels of management • Training and follow-up. The most difficult and critical step is transferring "book-learning" to the daily job. • Functional work structures promote managerial tunnel vision • Find Social and Technical balance • Devise a plan for measurement/progress • Variances? Input/Output?
Devise a System… • Plan Improvements, measure, track and set targets • Search for problems areas • Location, time, operation • Ask why? • Propose corrective actions • Verify corrective actions are effective • Standardize into permanent practice
Summary • Quality Management comes in all shapes and sizes • Translate lofty goals to specific measures • Track the measures of quality trending • Set targets for improvement, do not be reactionary • Measure, track, target improvement • QAD applications can provide the backbone for information • Management commitment and dedicated employee’s make it happen! • TQM should never end… THANK YOU!
