TOTAL QUALITY MANAGEMENT
IE673
ASSIGNMENT 4
By
DHRUV SHAH
UCID: dds29@njit.edu
ID: 31327792
Under Professor
Paul Ranky
Ans. Ans. The Eight Principles
of the ISO 9000 standards from the Total Quality Management are as follows:
1. Customer Focus:- Customer focus means to
understand the needs of the customers and to fulfill that needs, and strive to
exceed customer requirements.
2. Leadership:- Leadership means establishing
unity of purpose and organizational direction
and provide an environment that promotes employees involvement and
achievement of objective.
3. Involvement of People:- Involvement of
people means taking advantage of fully involved employees and using all their
abilities for the benefit of the organization.
4. Process Approach:- Recognize that things accomplished are the
results of processes and that processes along with related activities and
resources must be managed.
5. System Approach to Management:- The multiple
interrelated processes that contribute to the organization’s effectiveness are
a system and should be managed as a system.
6. Continual Improvement:-Continual improvement
should be a permanent objective applied to the organization and to its people,
processes, systems, and products.
7. Factual Approach to Decision Making:-
Decisions must be based on the analysis of accurate, relevant, and reliable
data and information.
8. Mutually Beneficial Supplier Relationships:-
The organization and the supplier both get benefited from
one another’s resources and knowledge which is valuable to both of them.
Q 2. Discuss Pareto Charts
The Pareto chart is a very useful
tool wherever one needs to separate the important from the trivial. The chart,
first promoted by Dr. Joseph Juran, is named after Italian economist and
sociologist Vilfredo Pareto (1848–1923). He had the insight to recognize that
in the real world a minority of causes led to the majority of problems. This is
known as the Pareto Principle.
The Pareto chart in figure above
labels a company’s customers A, B, C, D, E, and all others. The bars represent
the percentages of the company’s sales going to the respective customers.
Seventy-five percent of this company’s sales are the result of just two
customers. If one adds customer C, 90% of its sales are accounted for. All the
other customers together account for only 10% of the company’s sales. Bear in
mind that “all others” may include a very large number of small customers.
Which customers are the ones who should be kept happy? Obviously, A, B, and
perhaps C are the most critical. This would suggest that customers A, B, and C
are the company’s core market and all the other customers represent a marginal
business. Decisions on where to allocate resources should be made accordingly.
The Pareto
chart in Figure above shows bars representing the sales of a particular model
of automobile by age group of the buyers. The curve represents the cumulative
percent- age of sales and is keyed to the y-axis scale on the right. The
manufacturer has limited resources in its advertising budget, and the chart
reveals, which age groups are the most logical choice to target. Concentrating
on the 26 to 45 age bracket will result in the best return on investment
because 76% of the Swift V-12 buyers come from the combination of the 36 to 45
and 26 to 35 age groups. The significant few referred to in the Pareto
Principle are in the 26 to 45 age group.
Q 3. Discuss
fishbone diagrams.
Fishbone
diagrams (also called Ishikawa diagrams) are causal diagrams created by Kaoru
Ishikawa (1968) that show the causes of a specific event. Common uses of the
Ishikawa diagram are product design and quality defect prevention, to identify
potential factors causing an overall effect. Each cause or reason for
imperfection is a source of variation. Causes are usually grouped into major
categories to identify these sources of variation. The categories typically
include
·
People: Anyone involved with the process
· Methods:
How the process is performed and the specific requirements for doing it, such
as policies, procedures, rules, regulations and laws
·
Machines: Any equipment, computers, tools, etc.
required to accomplish the job
·
Materials: Raw materials, parts, pens, paper,
etc. used to produce the final product
·
Measurements: Data generated from the process
that are used to evaluate its quality
·
Environment: The conditions, such as location,
time, temperature, and culture in which the process operates
Q 4. Discuss histograms.
Ans. Histograms have to do with
variability. Two kinds of data are commonly associated with processes:
attributes data and variables data. An attribute is something that the output
product of the process either has or does not have. Variables data are data that result when
something is measured. A histogram is a measurement scale across one axis and a
frequency of like measurements on the other.
Q 5. Discuss control charts for
variables
Shewhart developed the control
chart to separate the special causes from the common causes. Data are plotted
over time, just as with a run chart; the difference is that the data stay
between the upper control limit (UCL) and the lower control limit (LCL) while
varying about the centerline or average only so long as the variation is the
result of common causes (i.e., statistical variation). Whenever a special cause
impacts the process, one of two things will happen: Either a plot point will
penetrate UCL or LCL, or there will be a “run” of several points in a row above
or below the average line. Control charts are the appropriate tool to monitor
processes. The properly used control chart will immediately alert the operator
to any change in the process. The appropriate response to that alert is to stop
the process at once, preventing the production of defective product.
Q 6. Discuss flowcharts and give
a simple example
Ans. Flowcharts are used in a
total quality setting for charting the inputs, steps, functions, and outflows
of a process to understand more fully how the function works and who or what
has input into and influence on the process, its inputs and outputs, and even
its timing. The survey is used to obtain relevant information from sources that
otherwise would not be heard from in the context of providing helpful data.
Q 7. Explain what is an FMEA.
Ans. A flowchart is a graphic representation
of a process. A necessary step in improving a process is to flowchart it. In
this way, all parties involved can begin with the same understanding of the
process. It may be revealing to start the flowcharting process by asking
several different team members who know the process to flowchart it
independently. If their charts are not the same, one significant problem is
revealed at the outset; there is not a common understanding of the way the
process works. Another strategy is to ask team members to chart how the process
actually works and then chart how they think it should work. Comparing the two
versions can be an effective way to identify causes of problems and to suggest
improvement possibilities. The most commonly used flowcharting method is to
have the team, which is made up of the people who work within the process and
those who provide input to or take output from the process, develop the chart.
It is important to note that to be effective, the completed flowchart must
accurately reflect the way the process actually works, not how it should work.
After a process has been flowcharted, it can be studied to determine what
aspects of it are problematic and where improvements
Q 8. Provide an overview of the
Toyota practical problem solving process.
Ans. Overview of Toyota practical
problem solving process: Toyota’s “Practical Problem-Solving Process” is said
to have seven main steps, although the number of steps may depend on one’s
definition of “step.” Note that Step 2, for example, is broken into several
sub-processes. Regardless of how the process steps are counted, the excellent
Toyota process is appropriate for almost all situations, including both latent
and existent problem categories
Step 1: Perceive the initial problem
Step 2: Clarify the problem
Step 3: Determine the point of cause
Step 4: Determine the Root cause using the Five-Why Analysis
Step 5: Develop and Implement a countermeasure
Step 6: Determine the Effectiveness of the countermeasure
Step 7: Change the Standard
Q 9. Explain a total quality
decision making process.
Ans. The decision-making process
is a logically sequenced series of activities through which decisions are made.
1) Identify or anticipate the situation:
a. Identify the problem or look for opportunities which can be
worthwhile
b. Identify whether it will make difference
c. How much important it is to solve the problem
2) Gather the facts:
a. What is relevant and what is not relevant to the decision?
b. What do you need to know before you can make a
decision
3) Consider Alternatives:
a. List all of the various alternatives available
b. Evaluate each alternative in light of the facts
4) Choose the Best Alternative, Implement, Monitor,
and Adjust:
a. Select the best alternative and implement it.
b. After implementing, monitor the progress.
c. Adjust the requirements
accordingly.
Q 10. Explain why quality tools
are important
Ans. Importance of quality tools
: Quality management includes planning, processes, and acceptable, organized
outcomes. Quality management tools and some useful steps to follow are:
Project Planning – Here you should create a
project checklist as well as a project control process. Team members can use
this planning phase to identify possible conflicts, changes, or risks associated
with the project and, at this stage, should write the project scope.
· Pareto Charts – A Pareto chart is an easy way to
identify tasks within the project and prioritize their importance. The final
goal of the Pareto chart is to determine where to maximize efforts to obtain
maximum results.
· Fishbone Charts – The fishbone chart identifies
faults or problems in the process or project. It is often used as a graphic
demonstration to identify problems, their causes and effect.
·
Histogram – This bar chart includes project
variables and identifies root problems. It can also provide a glimpse of where
problems lie in relation to the entire project, or on how large scale they
appear.
Charts and Graphs – Visual components are often
the best way to understand your quality management process to see how well it
functions initially and throughout the project, and to evaluate project
outcomes.
Social networking:
Article1: What Designing a Shampoo Bottle Taught Me About Business
This article brought some interesting
things to light. The obvious being how big should a shampoo bottle hole
be? When I first started reading the article I went right into my
engineering mind and thought well why not make a bunch of different sized holes
and test how much shampoo comes out. The size that provides enough to cover the
average persons head is the right size. As I read on I found out this is
not the correct answer. The correct answer is whatever most consumers would
like the best. It could be that the consumers feel the mathematical
minimum needed to wash your head is not enough forcing them to do two squeezes
of the bottle and drive sales away. I also found it interesting that so much
research goes into a shampoo bottle! I would think that all of the research
just went into the shampoo itself but it makes sense that the product is
useless if no one enjoyed the way the bottle feels or the way it is dispensed.
Article2: ExoMars Prepares For
Launch
When I first started watching
this video my first thought was “WOW imagine the team work”. I could not
imagine how many different engineering backgrounds this task would require to
complete this project. This goes to show why teamwork is necessary in the
working world. There is no way one individual could complete such a
project.
I have always been so impressed
by how astrophysicists are able to take such a limited amount of data and make
accurate assumptions from them. For this ExoMars project they are will be able
to take a detection of partials in the Martian atmosphere and plan to determine
the history of Mars as well as if there is life. To me that seems crazy! I am
always blow away when they show pictures from the Hubble telescope of some far
away solar system that to me looks like two little blips of light but they can
determine how many planets are in the galaxy by the reduction if light from the
systems star! They said it would be equivalent to the light reduction from a
fly crossing in front of a car headlight.
Article3: Chipotle Shifts To Centralized Food Preparation Amid
Outbreaks
The Chipotle saga continues. I
was a big fan of Chipotle until their recent hiccups in food safety. It's going
to be very challenging to bring back trust of former customers. Is this the
fault of Chipotle that the outbreaks occurred? Or is Chipotle simply unlucky?
Could this very same thing have happened to a different company/restaurant?
It's been interesting to see the direction Chipotle will be headed and what
steps they take to ensure this never happens again. This article sheds light on
their process of vetting out the produce that comes into their restaurants.
They always touted the message of locally grown produce but that may have bit
them this time. Now they're looking to change their process by possibly
implementing a centralized kitchen stations where produce and other foods would
be tested, tracked, cut, and washed, then only sent out to the respective
restaurants. Chipotle's "food with integrity" message of cultivating
and harvesting good food, non-GMO based, and local grower initiatives are all
great marketing messages and ways to get people in the door. It is a great
example of trying to do the right thing on paper but that does not always lead
to the best results. Sticking to this plan and executing it flawlessly is that
much harder. It is really sad to see this company get stung by self inflected
pain when only they were doing the right thing. But also, their stock was
soaring. Did they lose site of quality over greed? I hope they can pull it
together soon. I'm waiting and eager to be a customer again.
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