Tqm course لكل مهندسين الجودة

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_hasham35@yahoo.com00201159465989

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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Ahmed_hasham35@yahoo.com

00201159465989