[6] Total Quality Management

Information Technology

designed as computer technology (either hardware or software) for processing and storing information, as well as communications technology for transmitting information

1. Data

2. Information

3. Knowledge

Three Levels of Information Technology

Data

a level of information technology that is alphanumeric and can be moved about without regard to meaning

Information

a level of information technology that is a meaningful arrangement of data that creates patterns and activates meanings in a person’s mind

Information

a level of information technology that exists at the point of human perception

Knowledge

a level of information technology that is value-added content of human thought, derived from perception and intelligent manipulation of information

Knowledge

a level of information technology that is the basis for intelligent action

1. Data Collection

2. Data Analysis and Reporting

3. Statistical Analysis

4. Process Control

5. Test and Inspection

6. System Design

These are the quality function needs served by the computer

Data Collection

a quality function need stating that the collection, utilization, and dissemination of quality control information is best accomplished when the information is incorporated into an information technology (IT) system

IT

maintains relationships with other activities, such as inventory control, purchasing, design, marketing, accounting, and production control

Linkages

developed between the stored data records of the various activities to obtain additional information with a minimum of programming and to improve the storage utilization

Data Collection

a quality function need wherein data are being stored for quick access

Quality Control Data

due to limited storage, these are periodically analyzed to determine what data to retain, store by another method, or destroy

Data Analysis, Reduction, and Reporting

a quality function need stating that data may be analyzed after or while gathering the data

Statistical Analysis

a quality function need that is the first and still an important use of the computer in quality control

Statistical Analysis

a quality function need that utilizes excel and other applications as tools

Statistical Analysis

under this quality function need, there are off-the-shelf statistical packages available in the market whose advantages are:

• Time-consuming manual calculations are eliminated

• Timely and accurate analyses may be performed to diagnose onetime problems or to maintain process control

• Many practitioners with limited knowledge in advanced statistics can perform their own statistical analyses

Process Control

a quality function need whose first application of computers in this need was with numerically controlled (N/C) machines

Numerically Controlled Machines

used punched paper to transmit instructions to the computer, which then controlled the sequence of operations; paper tape is no longer used to provide instructions to a machine

• Computer Numerically Controlled (CNC) Machines

• Robots

• Automatic Storage and Retrieval Systems (ASRS)

provide the basic equipment for an automated factory

Process Control

These are the benefits obtained from automating this need:

• Constant product quality, due to a reduction in process variation

• More uniform startup and shutdown, since the process can be monitored and controlled during these critical periods

• Increased productivity, because fewer people are needed to monitor the controls

• Safer operation for personnel and equipment, by either stopping the process or failing to start the process when an unsafe condition occurs

Automated Test and Inspection

this quality function need involves computer-controlled test and inspection systems offering the following advantages:

• improved test quality

• lower operating cost, better report preparation

• improved accuracy

• automated calibration

• malfunction diagnostics

Automated Test and Inspection

this quality function need’s primary disadvantage is the high cost of the equipment

System Design

a quality function need stating that the integration of the various quality functions with other activities requires an extremely sophisticated system design

Bill Gates

has observed that, “The computer is just a tool to help in solving identified problems. It isn’t, as people sometimes seem to expect, a magical panacea. The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency.”

• CADD (Computer-Aided Drafting and Design)

• CAM (Computer-Aided Manufacturing)

• CAE (Computer-Aided Engineering)

• MRP (Materials Requirements Planning)

• MRP II (Manufacturing Resource Planning)

• CAPP (Computer-Aided Process Planning)

• CIM (Computer-Integrated Manufacturing)

• MIS (Management Information System)

• MES (Manufacturing Execution Systems)

• ERP (Enterprise Resource Planning)

• HRIS (Human Resource Information Systems)

• TQM (Total Quality Management)

System Design Tools/Examples

Computer-Aided Drafting and Design

What does CADD stand for?

Computer-Aided Manufacturing

What does CAM stand for?

Computer-Aided Engineering

What does CAE stand for?

Materials Requirements Planning

What does MRP stand for?

Manufacturing Resource Planning

What does MRP II stand for?

Computer-Aided Process Planning

What does CAPP stand for?

Computer-Integrated Manufacturing

What does CIM stand for?

Management Information System

What does MIS stand for?

Manufacturing Execution Systems

What does MES stand for?

Enterprise Resource Planning

What does ERP stand for?

Human Resource Information Systems

What does HRIS stand for?

Total Quality Management

What does TQM stand for?

Internet

a worldwide network of computer networks

Internet

no single group oversees this; anyone with a computer connected to this could give other users access to the data stored on that computer, if the owner so chooses

Autonomous agents or search enginers

used to determine all those locations that contain a particular requested subject

Local-area Networks (LANs)

within organizations, these efficiently share data among users by keeping large amounts of transaction data on large central computers, while connecting personal computers (PCs) to them

Local-area Networks (LANs)

facilitate data sharing such as e-mail messages, transactions, decisions and searches, calendars, scheduling, teamwork and authorship, and access to the Internet

Intranet

wherein the most recent data are stored on the central computer, and authorized individuals have access to it; messages sent through e-mail provide efficient organizational information to coworkers

Instant Messaging

• get real-time presence information, including photos, availability status, and locations

• make voice calls through the computer to other Lync or Skype users in one’s own or other organizations

• Create, moderate, and join video, and web meetings with people inside and outside an organization

• Enhance online presentations with screen-sharing and virtual whiteboards

Video Conferencing

a technique where people at remote locations participate in a conference whereby, they not only hear but see each other, saving participant time and travel cost

Video Conferencing

allows more employees to participate in a meeting that otherwise would have been limited to a few people

Web Conferencing

a relatively new concept which is used to conduct live meetings, trainings, or presentations via the Internet

Web Conferencing and Webinars

can be either a downloaded application on each of the attendees’ computers or a web-based application where the attendees access the meeting by accessing a web-link informed by an e-mail to participate in the conference

Web Conferencing

more economical and is useful when face-to-face discussion is not required

Virtual Team

can be designed as a group of individuals largely dependent on electronic techniques to jointly complete a project, regardless of differences in members’ geographic location, time zone, or organizational border

Groupware

a software that is used to help teams communicate in cyberspace

Virtual Teams

use a combination of Internet, e-mail, instant messaging, PC-to-PC connections, shared computer screens, and linked databases

Document Management

globally integrated, this involves paperless documentation being used by forward-thinking organizations; applicable groupware software such as QSET makes remote and paperless assessments possible

Document Management

the software for this must be capable of:

• ensuring that audit trails track the history of all documents and actions and enable remote auditing

• supporting multiple organization, customer and supplier sites and mobile users in multiple c

• reliably managing organizational knowledge by means of workflow between individuals and groups or teams

• providing powerful security and access control features

• integrating many kinds of information in mixed media such as text documents, spreadsheets, flow charts, photographs, CAD drawings, embedded objects, and attachments

• offering schedule management, with alarms set to trigger when target dates approach

• linking to other software, such as gauge management packages

E-learning

offered in a variety of formats such as CD-ROM-based, LAN-based, and web-based; has several advantages over the traditional classroom

E-learning

its advantages are

• individuals or groups can access the instruction when it’s needed at a convenient time and location such as home, work, or road

• Only a computer is necessary, and it is most likely already on hand. Classroom learning requires an instructor, room, equipment, and enough participants to make it economical

• Learners can immediately apply what they learn, because the topics are taken when they are needed rather than when it’s convenient for the organization

• It takes less time. Some studies have shown that it takes about 50% less time to learn a particular topic

• It can be customized to meet the individual’s needs. Some people are fast learners while others take a longer time. Slow learners are not embarrassed to spend more time on more difficult topics. Programs can adapt to the individual’s performance by changing the learning sequence and media

• Interactive exercises can be provided to test knowledge, apply skills, and experiment in a nonjudgmental environment

• Retention and on-the-job effectiveness is increased because the instruction is customized

• Participants do not need to travel to obtain specialized training such as experimental design that only a few in the organization need

• Materials can be reviewed later

Business-to-Business (B2B)

when companies sell to one another, rather than a business selling to individual customers

Business-to-Customer (B2C)

electronic transmission of buyer-seller transactions and related information between individual end customers and one or more businesses

Business-to-Customer (B2C)

where the buyer benefits from easy access to product information, agents to help find things and compare costs, sales and service 24/7 anywhere, and online distribution of a digitized product or service

1. Sufficiency

2. Accuracy

3. Timeliness

Information Quality Issues

Sufficiency

under this information quality issues, it is important to know when enough information has been obtained to make an intelligent decision

Sufficiency

information quality issue wherein data and information will be easy to obtain, and it is tempting to analyze and use it rather than seek and find the appropriate information. Conversely, there may not be the luxury of waiting until all the data is present to make that perfect decision. There is a fine line between too much and too little information. In either case, the information needs to be simple

Accuracy

an information quality issue wherein if the information in the system is not accurate, its efficiency won’t make any difference

Timeliness

an information quality issue wherein it is critical to product and service design time that information be received in a timely manner so that the organization can compete in world markets

Timeliness

an information quality issue wherein it is possible that systems crash, and people must rely on photocopiers, facsimile, and overnight carriers, or there is a wait time because of an overloaded system

Quality Function Deployment (QFD)

a planning tool used to fulfill customer expectations

Quality Function Deployment (QFD)

a disciplined approach to product design, engineering, and production and provides in-depth evaluation of a product

Quality Function Deployment (QFD)

employed to translate customer expectations, in terms of specific requirements, into directions and actions, in terms of engineering or technical characteristics, that can be deployed through:

• product planning

• part development

• process planning

• production planning

• service industries

Quality Function Deployment (QFD)

a team-based management tool in which customer expectations are used to drive the product development process; where conflicting characteristics or requirements are identified early in the QFD process and can be resolved before production

Quality Function Deployment (QFD)

helps identify new quality technology and job functions to carry out operations; enables the design phase to concentrate on the customer requirements, thereby spending less time on redesign and modifications

• Improves customer satisfaction

• Reduces implementation time

• Promotes teamwork

• Provides documentation

Benefits of QFD

Improves customer satisfaction

Which benefit of QFD do these fall under:

• All competitors are evaluated equally from customer and technical perspectives

• Management can then place resources where they will be the most beneficial in improving quality

Reduces implementation time

Which benefit of QFD do these fall under:

• Reduction in retooling, operator training, and changes in traditional quality control measures

• Critical items are identified and can be monitored from product inception to production

Promotes teamwork

Which benefit of QFD do these fall under:

• Inputs are required from all facets of an organization, from marketing to production to sales, thus ensuring that the voice of the customer is being heard and that each department knows what the other is doing

• Avoids misinterpretation, opinions, and miscues

Provides documentation

Which benefit of QFD do these fall under:

• A database for future design or process improvements is create

• Serves as a training tool for new engineers

1. Product Planning

2. Part Development

3. Process Planning

4. Production Planning

Four Phases of Quality Function Deployment (QFD)

Joseph M. Juran

a quality expert who first outlined the Quality by design (QbD) in publications

Juran Trilogy

designing for quality and innovation is one of its three universal processes, in which Juran describes what is required to achieve breakthroughs in new products, services, and processes

Joseph M. Juran

believed that quality could be planned, and that most quality crises and problems relate to the way in which quality was planned

Quality by Design

this model consists of the following steps:

1. Establish the project design targets and goals

2. Define the market and customers that will be targeted

3. Discover the market, customers, and societal needs

4. Develop the features of the new design that will meet the needs

5. Develop or redevelop the processes to produce the features

6. Develop process control to be able to transfer the new design to operations

Integrated Planning

requires a team with a leader whose sole accountability is for the total success of the new product from defining the opportunity through customer purchase, use, service, and recommendation to others

Integrated Planning

wherein a successful team must begin with clearly articulated common goals for the product that are measurable and authorized by the enterprise; these goals must, at a minimum, cover such elements as:

• The customers or customer segments to be served by the new product

• The relative and absolute quality goals

• The volume of sales or revenue to be generated in an initial time and for the long run

• Market share, penetration, or sales relative to key competitors

• The release data

Customer Focused Optimization

wherein quality by design starts and ends with the customer

Customer Focused Optimization

wherein capacity and speed compete with cost of operation and capacity can compete with speed; flexibility and feature-rich offerings may have reduced ease of use, and so on

Quality by Design

offers a range of tools and methods intended to make these tradeoffs explicit and optimal for the customer; some tools are highly mathematical, and others relate more to customer behavior

Control Over Variation and Transfer to Operations

wherein quality by design incorporates modern tools to preemptively control variation; these tools and methods begin by measuring and understanding the variation that exists by using historical data, testing, and modeling to help forecast, analyze, and eliminate the deleterious effects of variation using standard statistical techniques

1. Evaluate the actual performance of the process

2. Compare actual performance with goals

3. Take action on the difference

Three Basic Activities of Process Control

Control Over Variation and Transfer to Operations

wherein the final activity of the quality by design process is to implement the plan and validate that the transfer has occurred