Tqm and quality
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Transcript of Tqm and quality
QUALITY
Learning Intentions: Define the term ‘quality’ Identify methods of improving quality Evaluate these techniques and assess their usefulness
Definition
Quality is ………….The ability to satisfy the expectations
of the consumerFit for the purpose it was designed forConformance to specificationThe degree of excellence of something
Factors linked to Quality
Good functionDurabilityReliabilityImageAfter-sales serviceValue for money
Advantages of producing quality goods
Higher pricesReduction in wasteLess need to advertiseReduction in customer complaintsIncreased guarantee periodsReduces returned goods
Techniques to Improve Quality
Quality assurance – built-in quality techniques Quality circles Jidoka – anyone can stop production process if a
defect is found Kaizan - continuous improvement Benchmarking Standards – Investors in People (IIP),
ISO standards Just-in-time (JIT) & Kanban Total Quality Management (TQM)
Quality Circles
Regular short meetings set up to help improve production issues
Advantages: Increase motivation of staff – job enrichment Improve communication – across departmentsUnlock worker potential - lots of ideasFocus on improving quality
Disadvantages: cost and time of meetings and training
Quality control vs quality assurance
PRODUCTION PROCESS INSPECTION by an inspection
team
Check quality
A
B
Quality control usually takes place at end of production process
Quality assurance focuses on prevention where small samples of part finished
goods are checked at different times in production process
Quality is seen as EVERYONE’S job,
not just a small team of inspectors!
X
PRODUCTION PROCESS
It’s about prevention rather than just
detection
QUALITY ASSURANCE
ADVANTAGES: Workers take more care as they have to check it Increased motivation – sense of responsibility & involvement
from this extra task - thus job becomes more meaningful. Reduced costs – no inspection team to pay Less scrap and reworking - defects picked up as soon as they
happen, not when good is finished and may need to be scrapped or redone.
DISADVANTAGES: Costs - of training and changing to a quality assurance
system Workers may not like it - if they are paid on piece rate (per
product made) they may lose wages due to the checking they now need to do slowing down their work rate
KAIZEN – ‘continuous improvement’
All workers are involved in making regular, ongoing improvements to the production process. The changes tend to be small, but they occur regularly.
ADVANTAGES: increase productivity, reduce waste, reduce costs
DISADVANTAGES: staff may not want to be involved, costs of setting it up.
BENCHMARKING
This involves comparing yourself (e.g. costs, quality, productivity) with other firms in your area of business and identifying where you can make further improvements to the production process.
Implementing ‘best practice’ in your industry to improve your company.
QUALITY STANDARDS
Investors in People (IIP) is the national standard set to achieve a good level of training and development of staff.
Customer Service Excellence is awarded by the government to those organisations with high standards for customer satisfaction
Kitemark: awarded by BSI to show that it conforms to British Standards
Total Quality Management (TQM)
Extends the idea of quality assurance. Basically it is about ensuring that everything the organisation and its people do is focussed on creating high quality goods & services.
Also about getting things right first time (zero defects) – aim for defect prevention rather than detection
A cycle of Plan, Do, Check, Action
becomes part of every employee’s
thinking.
JUST-IN-TIME
Aims to reduce all types of stock so that, at all stages of the production process, stock is only ordered to ensure its arrival exactly when it is needed.
Production should only commence when there is a specific customer order - production is driven by demand not supply.
Advantages of JIT
Reduced costs of holding stock reducedMore factory space available for
productive useAvoids overproduction of goodsReduction in waste, obsolete (old) and
damaged stockImproves cash flow since money is not
tied up in stockCost savings from all of the above
Problems with JIT
Rely on suppliers to deliver when agreed but what happens if:
Supplier goes out of business? Bad weather? Road congestion? Strike by workers? Machine break down?
Advantages of bulk buying may be lost – also extra cost of ordering more often
Waste Management
Waste is anything which creates inefficiency in the production process:Overproduction – only produce what is
neededStocking too much raw materials and
components – use JITReworking defective products – need zero
defectsScrap – that has to be thrown outMovement around factory – keep things close
together – optimise factory layout