Содержание
- 2. Definition of Quality Indicators of Quality Historical perspective / performance - VOC Deming’s quality principles Plotting
- 3. Of the many meanings of the word “quality,” two are of critical importance to managing for
- 4. 2. “Quality” means freedom from deficiencies—freedom from errors that require doing work over again (rework) or
- 5. Performance – primary operating characteristics Time – time waiting for service, time waiting on queue, time
- 6. Product: The output of any process. To many economists, products include both goods and services. However,
- 7. A fourth and widely used basis for setting quality goals has been historical performance; i.e., goals
- 8. William Edwards Deming (October 14, 1900 – December 20, 1993) was an American engineer, statistician, professor,
- 9. 3. Build Quality In – You Can’t Inspect it In He encouraged businesses to stop depending
- 10. 6. Use On-The-Job Training Expenses + time loss. You don’t need to know all the details
- 11. 9. Break Down the Barriers Between Departments When people work as a team, they can achieve
- 12. 12. Remove Barriers that Prevent Teams From Feeling Proud of Their Work Taking pride in one’s
- 13. Scatter plots are used when you want to show the relationship between two variables. Scatter plots
- 14. Microsoft Excel is a tool which has many uses, the most common of which are performing
- 15. Plotting graphs (scatter method)
- 16. It is very important to use the "=" sign. The "=" sign tells the spreadsheet program
- 17. Simple Spreadsheet Calculations
- 18. Simple Spreadsheet Calculations
- 19. Simple Spreadsheet Calculations
- 20. Plotting an X-Y Data Set and SCATTER Graph
- 21. Plotting an X-Y Data Set and SCATTER Graph
- 22. Plotting an X-Y Data Set and SCATTER Graph
- 23. Plotting an X-Y Data Set and SCATTER Graph
- 24. Plotting an X-Y Data Set and SCATTER Graph 6. Click OK. A line, an equation, and
- 26. Скачать презентацию
Definition of Quality
Indicators of Quality
Historical perspective / performance - VOC
Deming’s quality
Definition of Quality
Indicators of Quality
Historical perspective / performance - VOC
Deming’s quality
Plotting graphs (scatter method) and Spreadsheet calculations
Overview (Lecture the 1st)
Of the many meanings of the word “quality,” two are of
Of the many meanings of the word “quality,” two are of
1. “Quality” means those features of products which meet customer needs and thereby provide customer satisfaction. In this sense, the meaning of quality is oriented to income. The purpose of such higher quality is to provide greater customer satisfaction and, one hopes, to increase income. However, providing more and/or better quality features usually requires an investment and hence usually involves increases in costs. Higher quality in this sense usually “costs more.”
Definition
2. “Quality” means freedom from deficiencies—freedom from errors that require doing
2. “Quality” means freedom from deficiencies—freedom from errors that require doing
“Quality engineering” is Discipline that deals with the analysis of a manufacturing system at all stages, to improve the quality of the production process and of its output
Quality engineering focuses on making sure that goods and services are designed, developed, and made to meet or exceed consumers’ expectations and requirements
Quality engineers design and monitor the quality of processes. They work in a variety of industries and play a vital role in correcting or fixing defects
Definition
Performance – primary operating characteristics
Time – time waiting for service, time
Performance – primary operating characteristics
Time – time waiting for service, time
Reliability – extend of failure free operation
Durability – amount of use until replacement
Consistency - match with documentation
Serviceability – resolution of problems and complaints
Personal interface – punctuality, courtesy and professionalism
Harmlessness – health, safety, environment
Indicators of Quality
Product: The output of any process. To many economists, products include
Product: The output of any process. To many economists, products include
Product feature: A property possessed by goods or services that is intended to meet customer needs.
Customer: Anyone who is affected by the product or by the process used to produce the product. Customers may be external or internal.
Customer satisfaction: A state of affairs in which customers feel that their expectations have been met by the product features.
Deficiency: Any fault (defect or error) that impairs a product’s fitness for use. Deficiencies take such forms as office errors, factory scrap, power outages, failures to meet delivery dates, and inoperable goods.
Customer dissatisfaction: A state of affairs in which deficiencies (in goods or services) result in customer annoyance, complaints, claims, and so on.
The definitions of “quality” include certain key words that themselves require definition.
A fourth and widely used basis for setting quality goals has
A fourth and widely used basis for setting quality goals has
Lessons learned are based on experience that is derived from prior historical events. These events become lessons learned only after analysis—“retrospective analysis.”
With the huge range of products on the market today, manufacturers must provide top-quality products that consumers want. They must also provide them at competitive prices.
Companies can make sure they take into account the ‘voice of the customer’ through the effective use of quality engineering methods and tools.
Historical basis - VOC
William Edwards Deming (October 14, 1900 – December 20, 1993) was an
William Edwards Deming (October 14, 1900 – December 20, 1993) was an
14 Principles
1. “Constancy of Purpose” towards Product and Service Improvement
Deming believed that businesses should also innovate, conduct research, and continually improve product design. Customer’s needs should come first when making business decisions. After all, without customers, no business can survive. Since customer needs change over time, it’s up to businesses to prepare for new challenges, and whatever we do, the goal of continually doing it better should be foremost in our minds
2. Adopt a New Philosophy
Staff should be inspired to support quality rather than needing to be forced to do so. Deming encourages us to treat quality management as a strategic priority that leads to the fulfillment of customer needs. Deming suggested practical interventions including proper training for staff, full management support when help is needed, proper supervision, and planning for management continuity
Deming’s quality principles
3. Build Quality In – You Can’t Inspect it In
He
3. Build Quality In – You Can’t Inspect it In
He
4. Use Single Suppliers for Any Item
Businesses should build long-term relationships with suppliers. Focus on one supplier for each input, and there is greater motivation for the supplier to meet your business’s needs and even go the extra mile. Suppliers can become part of your never-ending drive towards improvement, but to do so, there must be a stable relationship characterized by trust.
5. Improve Processes Constantly. Improve Them Forever
By improving productivity and training its staff so that they’re able to deliver their best, a business also improves its profits. The temptation to adopt a short-term fix is good, but why if we can fix flaws in our business processes permanently.
Deming’s quality principles
6. Use On-The-Job Training
Expenses + time loss. You don’t need to
6. Use On-The-Job Training
Expenses + time loss. You don’t need to
7. Use Leadership Skill
You don’t just talk and expect others to “do,” you listen, you understand, and you act. You create an environment in which people can realize their potential. You motivate them to want to do their best, and they deliver their best.
8. Drive out Fear
Were you ever a junior employee who was scared of the boss? Perhaps you had a teacher at school who terrified you. Could you deliver your best under these conditions? some of your best quality and process improvement suggestions come from the coalface – but if you don’t have open lines of communication, you’re never going to hear those suggestions. Never hide problems or mistakes in your job.
Deming’s quality principles
9. Break Down the Barriers Between Departments
When people work as a
9. Break Down the Barriers Between Departments
When people work as a
10. Ditch Slogans and Communicate With Individuals
Slogans sound so nifty, but do they have any real effect? “We put the customer first” is a typical example. It sounds great, but what is its practical meaning? How does it apply to every worker in your internal value chain? Use tools like Fishbone Diagrams to help you get down to root causes before you suggest solutions.
11. Quotas are Incompatible With Quality in Production
High production targets make quality suffer. For instance, if you are production line worker and you get paid per piece, you will finish as many pieces as possible. You are working as fast as you can, but are you working as well as you can? When you set a numerical target, are you encouraging people to take shortcuts that will affect quality? if you want to set a numerical goal, be very sure you know how your business can reach it. Without a plan and a method, numbers are meaningless.
Deming’s quality principles
12. Remove Barriers that Prevent Teams From Feeling Proud of Their
12. Remove Barriers that Prevent Teams From Feeling Proud of Their
Taking pride in one’s work is essential to quality and process improvement. It’s natural that some workers will acquire skills faster than others, and it’s natural that they will get better results than their counterparts. While it’s great to recognize achievements, the rest of the team should never feel judged or be made to feel that they are valued less than others are.
13. Encourage Education and Self-Improvement
Your business isn’t always going to stay the same, and the new skills your employees gain could prove helpful in the longer-term. As a part of self-improvement motivation can play the major role, and what is more important which type of motivation will you use Intrinsic / extrinsic, positive / negative motivation.
14. Make Transformation Everybody’s Job
We can ask people to help us think about how we can change processes to improve the quality of their outputs. And since each step in a process impacts on subsequent ones, preparing for transformation becomes everybody’s job
Deming’s quality principles
Scatter plots are used when you want to show the relationship
Scatter plots are used when you want to show the relationship
Positive Negative No correlation
Plotting graphs (scatter method)
Microsoft Excel is a tool which has many uses, the most common
Microsoft Excel is a tool which has many uses, the most common
When you open Microsoft Excel you will see a grid. Each box in the grid is called a cell. Each cell has an "address" made up of a letter indicating the column the cell is in and a number indicating the row the cell is in. For example, the upper left cell is A1.
The first step in doing a spreadsheet calculation or making a graph is entering the data.
For example, if we did an experiment reacting several different samples of magnesium metal with hydrochloric acid, we might want to set up a spreadsheet containing the moles of magnesium and volume of hydrochloric acid used. We would create a spreadsheet that looks like figure 1.
Plotting graphs (scatter method)
Plotting graphs (scatter method)
Plotting graphs (scatter method)
It is very important to use the "=" sign. The "="
It is very important to use the "=" sign. The "="
The "^" symbol means "raised to the power of...", the "*" means "multiplied by...", and the "a2:a11" means the range of cells A2 through A11.
Range (:)
Negation of operand (-7)
Exponentiation (^)
Multiplication and division (* and /)
Addition and subtraction (+ and -)
Some Symbols used in Excel “operations”
Simple Spreadsheet Calculations
Simple Spreadsheet Calculations
Simple Spreadsheet Calculations
Simple Spreadsheet Calculations
Simple Spreadsheet Calculations
Simple Spreadsheet Calculations
Plotting an X-Y Data Set
and SCATTER Graph
Plotting an X-Y Data Set
and SCATTER Graph
Plotting an X-Y Data Set
and SCATTER Graph
Plotting an X-Y Data Set
and SCATTER Graph
Plotting an X-Y Data Set
and SCATTER Graph
Plotting an X-Y Data Set
and SCATTER Graph
Plotting an X-Y Data Set
and SCATTER Graph
Plotting an X-Y Data Set
and SCATTER Graph
Plotting an X-Y Data Set
and SCATTER Graph
6. Click OK. A line, an equation,
Plotting an X-Y Data Set
and SCATTER Graph
6. Click OK. A line, an equation,