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Definition of Quality
ASQC. Product characteristics and features that
affect customer satisfaction
User-based. What consumer says it is.
Mfg-based. Degree to which a product
conforms to design specifications.
Product based. Level of measurable product
characteristic.
*Fitness for use (accdg to Juran) only the
consumer can determine this.
Dimensions of Quality Quality of Design,
Quality of Conformance, Availability, Field of
Service.
8 Dimensions of Quality for Goods (David
Garvin) Operation (performance), features,
reliability,
conformance,
durability,
serviceability, appearance, perceived quality.
Service
Quality
Attributes
Tangibles,
Communication, Understanding, Courtesy,
Access,
Reliability,
Responsiveness,
Competence, Credibility, Security.
Empowerment.
Decision
and
Poka-Yoke
Zero-Defect Quality (ZDQ) elimination of waste
and associated defects. Prevent defects!
Mistake-proofing (Poka-Yoke)
Yokeru- to avoid
Poka- inadvertent errors
It is fucking natural to commit mistakes -just
dont overdo it. No finger pointing! Achieve
quality the first time a process is done.
In order to reduce quality defects, and stop
throwing away money, we should reduce the
variation of the process.
MEGA REVIEWER
What causes defects? Poor procedures or
standards; machines; non-conforming material,
worn tooling, human mistakes.
4 Components of ZDQ. Point of origin of
inspection; 100% audit checks; immediate
feedback; poka-yoke.
7 Guidelines to Poka-Yoke Attainment Quality
processes; utilize a team environment;
elimination of errors; eliminate the root cause
of the errors; do it right the first time; eliminate
non-value adding decisions; implement an
incremental continual improvement approach
(kaizen).
Six Poka Yoke Principles
Elimination
Mitigation
Replacement
Detection
Prevention
Facilitation
EMPLOYEE EMPOWERMENT
ISO 9001 quality management. What the
organization must do to manage processes
affecting quality of its products and services
ISO 14001 environmental management. What
the organization must do to manage processes
affecting the impact of its activities to the
environment.
MEGA REVIEWER
act as enablers. If everyone is looking at the
problem, different perspectives are accounted
for thus the solution is likely to be the best.
Empowerment vis-a-vis Participatory Mgt
Participatory management is management
asking for employees help. Empowerment is
letting employee help themselves, each other,
and the company as a whole. Remember the
bell boy and his 250 USD allowance for
improving processes.
Empowered people believe that his work has
meaning as it is aligned with his values,
competent to effectively conduct his role, has
self-determination as he can decide and
approach
his
work
without
being
micromanaged, and that he has an impact to
the outcome.
Inhibitors of Empowerment
1. Resistance from employees
2. Resistance from management
a. Insecurity
b. Personal values (there can only
be one boss yeah right)
c. Ego (status holder)
d. Insufficient and ineffective
management training
e. Personality characteristics of
managers (balanced managers;
half-task manager; half-people
manager)
f. Exclusion of mangers
g. Workforce readiness
h. Org structure
Role of Managers
Do
everything
necessary
to
ensure
implementation and ongoing application of
empowerment.
Implementing Empowerment
1. Create supportive environment
2. Target and overcome inhibitors
3. Put the vehicles in place
a. Brainstorming
MEGA REVIEWER
SIX SIGMA
Outcomes
Decrease defects and process time
Cost reduction (followed by satisfaction
of customers, then employees)
New customers, loyalty of old
Revenue and market growth
DMAIC Outline
Define project definition and managing
the six-sigma project
Measure basic statistics; measurement
system analysis; capability analysis
Analyze hypothesis testing; ANOVA;
regression analysis
Improve design of experiments;
factorial experiments; taguchi; response
surface designs.
Control SPC; Project documentation;
design for six-sigma; poka-yoke.
ARTICLES
Beyond World Class KLs
MEGA REVIEWER
Strategic Intent KLs
Four techniques the Japanese use:
1. Build layers of advantage
2. Search for loose bricks; as in using the
element of surprise just like in war; this
happens when businesses stay within
the response threshold of their
competitors.
3. One should be able to change the terms
of engagement. That is, the refusal to
accept the front-runner's definition of
industry and segment boundaries. In
sports, playing at the tempo of your
enemy is also playing at the pace of his
strategy. One should always strike in a
manner so polarizing that the terms of
engagement are rewritten only can
then one can lead or overtake the
leader.
4. Companies should compete through
collaboration.
Popular thinking is that concepts of strategic
fit (between resources and opportunities),
generic strategies (low cost vs. differentiation
vs. focus), and the strategy hierarchy (goals,
strategies, and tactics) often actively aided the
process of competitive decline.
Strategic intent captures the essence of
winning. It sets a target that deserves personal
effort and commitment.
Challenges, to be effective -individuals and
teams throughout the organization must
understand it and see its implications for their
own jobs. Engaging the organization requires to
management to do the following: (1) Create a
sense of urgency; (2) Develop a competitor
focus at every level through widespread use of
competitive intelligence; (3) Provide employees
with skills they need to work efficiently; (4) Give