Escolar Documentos
Profissional Documentos
Cultura Documentos
Poddar
Senior Faculty NCQM
Mumbai, India
Soft side of
Man Methods Environment
Management
Quality
of
Product/
Services
QUALITY
COST
DELIVERY
Techniques of Quality Improvement National Center for Quality Management 8
WHAT IS QUALITY – CUSTOMER
VIEW POINT
Newspaper Stationery
Telephone Directory Suggestion / Complaint
book
Railway time table
CD player at your
First aid box
control
Postage stamp
‘Thoughts’ Pads & Pen
Govt.
Employees
•More taxes
•Care for Environment •Salary
Process
•Bonus
•Ease
•Accuracy •Facilities
•Speed
•Economy
SPC PDCA
7W
KAI – CHANGE
ZEN – GOOD (FOR THE BETTER)
Involvement
Essential to be
Competitive
Meaningful And Customer
Participation Focused
The Best
The Organization
can be
Act Plan
If there is progress, Clearly define objectives, problem
standardize the plan, areas, improvement opportunities, and
otherwise review plan set up actions to achieve objectives
Check Do
Observe the results
to see if desired Put plan into practice
objective is achieved
Service Design
Mfg.
QA
Sales
Techniques of Quality Improvement National Center for Quality Management 26
Which QI initiative should I
choose?
Improvements that change the culture take
longer as they have to overcome greater
resistance to change
It is easier and often more effective to work
within the existing cultural boundaries and
make small improvements (Kaizen / Lean)
than to make major transformational changes
PEOPLE
EQUIPMENT THE WAY WE
WORK PODUCTS
MATERIALS OR
BLENDING OF SERVICES
METHODS RESOURCES
ENVIRONMENT
1 2 3 4 5
Problem
Identification
DE DD
Can be tackled by
Project Teams
empowerment given
Difficult by Kaizen
25000
Complained Quantity
20000
15000 Total
Avg.Complaint per month
10000 No. of Complaint Justified
5000
0
Complt
Complt
Complt
Complt
Complt
Complt
Complt
[ litres]
[ litres]
[ litres]
[ litres]
[ litres]
[ litres]
[ litres]
No. Qty No. Qty No. Qty No. Qty No. Qty No. Qty No. Qty
of of of of of of of
Year: Year: Year: Year: Year: Year: Year
2008 - 2007-08 2006 - 2005 - 2004 - 2003 - 2002-
09 07 06 05 04 03
No. of Complaint