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Wh a t I s Qu a l i t y ?

• a d e g r e e o r
l e v e l o f
e x c e l l e n c e

• t o t a l i t y o f
f e a t u r e s a n d
c h a r a c t e r i s t i c
s t h a t s a t i s f y

Q u a l i t y G u r u ’s – N
A r m a n d F i e g e n b a u m – T o t a l
Q u a l i t y M g mt .

Wa l t e r A . S h e w h a r t –
St a t i s t i c a l Q C

W. E d w a r d D e m i n g – P D C A -
>P D S A

J o s e p h M . J u r a n – C o s t of
p o o r Qu a l i t y

P h i l Co r s b y – Z e r o d e f e c t s

“T h e k e y i s not t o
pr i o r i t i z e w h a t ’s o n
y our s hc h He bd tus lo fe H,i g h u yt E f tf eo t
T e 7 a i
b l c i v e P
s c he dul e y our
pr i o r i t i e s ”

F a i l i ng t o
p l a n i s
p l a n ni ng t o
F a i l …

S h e w h a r t ’s / D e m i n g ’s –
P D C A / P D S A Mo d e l

1.P l a n
4. A c t I d e n t i f y
I mp l e m t h e
e n t i mp r o v e me
t h e n t a n d
p l a n ma k e
a p l a n
3.
2. Do
Ch e c k
/ Te s t
St u d y t h e
I s p l a n
t h e
p l a n
wo r k i

Ke y c o n c e p t s o f W. E d w a r d s
D e m i n g ’s 14 p o i n t t h e o r y o f
Q u a l e i a tk y o w n
 Br d Ma n -
a g e m e n tr s
b a r r i e
b e t w e e n d e p a r t me n t s .

 Ma n a g e me n t s h o u l d l e a r n
t h e i r
r e s p o n s i b i l i t i e s , a n d
t a k e o n l e a d e r s h i p .

 S u p e r v i s i o n s h o u l d b e t o
h e l p p e o p l e a n d ma c h i n e s
a n d g a d g e t s t o d o a b e t t e r
j o b .

Ka i z e n – Co n t i n u o u s I
 Re p r e s e n t s c o n t i n u a l
i mp r o v e me n t o f a l l
p r o c e s s e s
 I n v o l v e s a l l
o p e r a t i o n s a n d wo r k
c e n t e r s i n c l u d i n g

S i x S i g ma - D M A I C
1. D f n (D )
a pe pi r e o a c h
* I d e n t i f y c u s t o me r s a n d t h e i r
p r i o r i t i e s .
* I d e n t i f y a p r o j e c t s u i t a b l e
f o r Si x S i g ma e f f o r t s .
* I d e n t i f y C T Q s (c r i t i c a l t o
q u a l i t y c h a r a c t e r i s t i c s ).
2. M e a s u r e (M )
* De t e r mi n e h o w t o me a s u r e t h e
p r o c e s s a n d h o w i s i t
p e r f o r mi n g .
* I d e n t i f y t h e k e y i n t e r n a l
p r o c e s s e s t h a t i n f l u e n c e
CT Qs .
3. A n a l y z e (A )
* De t e r mi n e t h e mo s t l i k e l y
c a u s e s o f d e f e c t s .
* Un d e r s t a n d wh y d e f e c t s a r e
g e n e r a t e d
4. I m p r o v e (I )
* R e mo v e c a u s e s o f t h e d e f e c t s .
* Co n f i r m t h e k e y v a r i a b l e s
a n d q u a n t i f y CT Q e f f e c t s .

Se t y our
goa l s ?

Specific
Measurable
Achievable
Realistic
Time bounded

Training quality management 5_dec2012_hareshgianani

H o w mu c h y o u a r e
wo r t h p e r h o u r ?

S e r v i c
e
S pe c i f
i c a t i o
n s
a t UPS…

D e t e r mi n a n t s o f
 Re l i a b i l i t y
 Re s p o n s i v e n e s s
 C o mp e t e n c e
 Ac c e s s
 Co u r t e s y
 C o mmu n i c a t i o n
 Cr e d i b i l i t y
 Se c u r i t y
 Ta n g i b l e s
 Un d e r s t a n d i n g / Kn o wi n g

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Training quality management 5_dec2012_hareshgianani

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