Dr. P.

Poddar
Senior Faculty NCQM
Mumbai, India

Lead Auditor, Consultant & HR Trainer

ISO 9001, ISO 14001, OHSAS 18001
Email – drppoddar@gmail.com

Techniques of Quality Improvement National Center for Quality Management 1

 Welcome

A very warm welcome to this

Presentation on
„Techniques of Quality
Improvement‟

Techniques of Quality Improvement National Center for Quality Management 2

 Agenda
• Introduction – Changing meaning of Quality &
Total Quality
• Techniques of Quality Improvement & their
relative importance
• Problem Solving Approach for Quality
Improvement
• Role of Six Sigma in Quality Improvement
• Summary & Conclusion – Path Forward
• Q&A
Techniques of Quality Improvement National Center for Quality Management 3
Factors for Quality of Product/Services

Soft side of
Man Methods Environment
Management

Quality
of
Product/
Services

Materials Machine Hard side of

Management

Techniques of Quality Improvement National Center for Quality Management 4

 Definitions of Quality

Manufacturing to specs Manufacturing to customer

requirements
Meeting present customer Anticipating customers‟
requirements future needs
Doing things right the first Doing right things
time
Reduction of variability Reliability in Performance

Defects-free products and Products / services to meet

services changing customers‟
requirements

Techniques of Quality Improvement National Center for Quality Management 5

 CHANGING MEANING OF
QUALITY
 COMPANY DRIVEN  CUSTOMER DRIVEN

 PRODUCT – OUT  MARKET – IN

 DESIGN TO  QFD (Customer‟s

STANDARDS voice)

 TOLERANCE RANGE  TARGET VALUE

 BUILD TO SPECS  VARIABILITY

REDUCTION

Techniques of Quality Improvement National Center for Quality Management 6

 TWO ASPECTS OF QUALITY

Quality of Conformance (are we building the

thing right)
Quality of Design (are we building the right
thing)

Once Quality of conformance is achieved, organization looks to

improvement in the Quality of Design

A vital pre-requisite for success of Quality Improvement is Education of

Personnel

 Basic quality education

 Specific training in use of Q.C. Tools
 System of Problem Identification / Analysis / Solving

Techniques of Quality Improvement National Center for Quality Management 7

 WHAT DOES THE CUSTOMER EXPECT
The Customer expects products and/or services to be:
CONSISTENT IN QUALITY
REASONABLE IN COST
TIMELY IN DELIVERY

THIS IS THE BROADER DEFINITION OF THE WORD QUALITY:

QUALITY
COST
DELIVERY
Techniques of Quality Improvement National Center for Quality Management 8
 WHAT IS QUALITY – CUSTOMER
VIEW POINT

 Fulfillment of stated needs =

SATISFIED CUSTOMER
 Fulfillment of implied needs =
DELIGHTED CUSTOMER

Techniques of Quality Improvement National Center for Quality Management 10

 Delighting the customer
Bombay Taxi no. MH-MRP-3676

 Newspaper  Stationery
 Telephone Directory  Suggestion / Complaint
book
 Railway time table
 CD player at your
 First aid box
control
 Postage stamp
 ‘Thoughts’ Pads & Pen

Techniques of Quality Improvement National Center for Quality Management 11

 LACK OF QUALITY IS ALSO ABOUT

 UNCLEAN RESTROOMS / PASSAGES

 DELAYS
 PROMISES UNFULFILLED
 FRUSTRATIONS/ HEADACHES/ PROBLEMS AT WORK
 POOR ATTITUDE/ LOW MORALE/ POOR MOTIVATION
 LACK OF TRUST IN PEOPLE
 WASTED TIME/ UNUTILIZED HUMAN TALENT

Techniques of Quality Improvement National Center for Quality Management 12

 TOTAL QUALITY
Customer
•Product
•Price
•Delivery
Supplier Company
•More Orders •Business
•Profit
•Continued
Association •Goodwill
• Employees’ Commitment
Total
Quality

Govt.
Employees
•More taxes
•Care for Environment •Salary
Process
•Bonus
•Ease
•Accuracy •Facilities
•Speed
•Economy

Techniques of Quality Improvement National Center for Quality Management 13

 QUALITY IMPROVEMENT

Need for improvement efforts

 Creative Discontent
 Feeling of Dissatisfaction with the
way things are
 Customers are demanding improved
Quality and lower Prices
 Control costs which are increasing
 Competitors are working for it

Techniques of Quality Improvement National Center for Quality Management 14

 5S
Kaizen …

ISO 9001 Trial & Error

TQM Quality Initiatives 6 Sigma

BPR Quality Circles

SPC PDCA
7W

Techniques of Quality Improvement National Center for Quality Management 15

 Techniques for Quality Improvement
(common ones)

 Trial and error and common sense

 Kaizen Approach
 5S & 7W
 Systematic / Structured Problem
Solving
 Six Sigma

Techniques of Quality Improvement National Center for Quality Management 16

 Techniques for Quality
Improvement – Kaizen Approach

 KAI – CHANGE
 ZEN – GOOD (FOR THE BETTER)

 KAIZEN – CHANGE FOR THE

BETTER or CONTINUAL
IMPROVEMENT

Techniques of Quality Improvement National Center for Quality Management 17

 Innovation v/s Kaizen improvement
 Innovation = is breakthrough creativity
needing large sums of money to
implement, whereas
 Kaizen Improvement = is creativity
from self put into place by each
employee
This is what sets Kaizen apart
Kaizen is also called Zero Investment
Improvement ZII
Techniques of Quality Improvement National Center for Quality Management 18
 What can be a Kaizen?
 Routine work done in another way
 Completing pending work
 Work done out of routine
 Eliminating non value adding activities
 Self generated ideas are placed higher than
instructions from top
 An idea implementer is greater than the idea
generator

Techniques of Quality Improvement National Center for Quality Management 19

Techniques of Quality Improvement National Center for Quality Management 20
 TOTAL QUALITY MANAGEMENT

Involvement

Essential to be
Competitive
Meaningful And Customer
Participation Focused

The Best
The Organization
can be

Techniques of Quality Improvement National Center for Quality Management 21

 TQM MIND-SET

CURRENT MIND-SET TQM MIND-SET

 RESULT ORIENTATION  PROCESS & RESULT

ORIENTATION
 COMPANY ORIENTATION  CUSTOMER & COMPANY
ORIENTATION
 TASK ORIENTATION  PEOPLE & TASK
ORIENTATION

These three are inter-related

Techniques of Quality Improvement National Center for Quality Management 22

 Techniques for Quality Improvement
The “PDCA” Cycle

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

Techniques of Quality Improvement National Center for Quality Management 23

 Techniques for Quality
Improvement – Six Sigma

As you all know, Six Sigma's

DMAIC method (define, measure,
analyze, improve, control) is a
powerful technique, may be
viewed as a particular
implementation of PDCA cycle

Techniques of Quality Improvement National Center for Quality Management 24

 Techniques for Quality
Improvement -DFLSS

 Design for Lean Six Sigma DFLSS-

requires the rigorous combination
of three key tools: QFD, FMEA, DOE
in an overall framework

Techniques of Quality Improvement National Center for Quality Management 25

 Where can Six Sigma be applied?

Service Design

Admin Six Sigma Purchasing

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

Techniques of Quality Improvement National Center for Quality Management 27

 My recommended QI initiatives
 Start with TQM Mind-set
 Kaizen
 5S
 7W
 PDCA – Process Approach, which is
the basis of ISO 9001:2008 QMS
 Six Sigma

Techniques of Quality Improvement National Center for Quality Management 28

Quality Improvement-Process Approach

INPUT Process/System OUTPUT

PEOPLE
EQUIPMENT THE WAY WE
WORK PODUCTS
MATERIALS OR
BLENDING OF SERVICES
METHODS RESOURCES
ENVIRONMENT

Process Process Process Process Process

1 2 3 4 5

Techniques of Quality Improvement National Center for Quality Management 29

 How do I ensure success of my QI
initiative?

Some of the common differentiators

between success and failure include
 commitment,
 knowledge and
 expertise
to guide improvement, scope of change &
improvement desired

Techniques of Quality Improvement National Center for Quality Management 30

 Problem Solving Approach for Quality Improvement

Easy Problem Solving Difficult

Easy EE ED

You have the freedom to You need tools and

make the change help from others

Problem
Identification

DE DD

Can be tackled by
Project Teams
empowerment given
Difficult by Kaizen

Techniques of Quality Improvement National Center for Quality Management 31

 Roadmap for Improvement
Graphical Problem Solving Techniques

Problem Identification (1) Problem Analysis

(2)

Flow Chart (1) + (2) Histogram

Pareto Chart
Scatter
Check Sheet Cause & Effect Diagram
Diagram
Control Chart
Brain Storming
Run Chart Process
Capability
Nominal Group Stratification
Technique
Force Field
Analysis

Techniques of Quality Improvement National Center for Quality Management 32

 Case study Customer Product complaints – PDCA cycle – QC tools
Company: Bombay Paints
COMPARISON OF PRODUCT COMPLAINT

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

Techniques of Quality Improvement National Center for Quality Management 33

 Role of Six Sigma in quality improvement

• What you can accomplish with Six Sigma:

• Reduce delays- double your speed without working any
harder
• Double your quality by reducing defects and variations
by 50%
• Cut costs and boost profits
• Delays, defects and variations eat into your
profits

Techniques of Quality Improvement National Center for Quality Management 34

 Breakthrough Achievements in Indian Industries Source: NCQM

Project Tangible Intangible

Benefits Benefits
Reduction in defective Rs. 0.4 mill /
bonds annum
Reduction in customer Rs. 2.9 mill / Customer
complaint in interest annum Satisfaction
warrant
Occupancy Rs. 5.5 mill /
Improvement annum
“Material – B‟ yield Rs. 16.2 mill
Improvement / annum
“Material – A” yield Rs 14.5 mill /
Improvement annum

Techniques of Quality Improvement National Center for Quality Management 35

 Breakthrough Achievements in Indian Industries Source: NCQM

Project Tangible Intangible

Benefits Benefits
Fuel oil consumption Rs. 2.0 mill /
annum
Power consumption Rs. 13.1 mill /
annum
Reduction of critical Rs. 0.2 mill/
Motor Failure annum
Provide accurate and Under
reliable flow Implementation
measurement for residue
Control process pumps Rs. 1.2 mill / 20%
failure annum Failure
reduction

Techniques of Quality Improvement National Center for Quality Management 36

 Quality Improvement is really
Attitude & Discipline

We need to have positive attitude and TQM mind-set

Techniques of Quality Improvement National Center for Quality Management 37

 Summary & Conclusion

We have learned the

• ‘changing meaning of quality’ which includes interest of
all stake holders
• Quality improvement methods, tools & techniques
with their relative application areas
• Role of Six Sigma and its applicability
• No learning is meaningful until we are focused and
start using
• Start today
• Wish you good luck.

Techniques of Quality Improvement National Center for Quality Management 38

 Make the world
a better place through
quality!

Techniques of Quality Improvement National Center for Quality Management 39

Techniques of Quality Improvement National Center for Quality Management 40
 Contact Information
 Dr P. Poddar, Senior Faculty
 National Centre for Quality Management
Mumbai 400076, India,
 Tel. 91-22-2570483 Mo.91-9820880240
 E mail: drppoddar@gmail.com
 Web site: www.ncqm.com
 NCQM is Member of Quality Council of India -
QCI

Techniques of Quality Improvement National Center for Quality Management 41