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Operations and
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CHASE | SHANKAR | JACOBS
121
Six Sigma
Quality
Chapter Twelve
McGraw-Hill/Irwin
Copyright 2014 by McGraw Hill Education (India) Private Limited. All rights
reserved.
Learning Objectives
Copyright 2014 by McGraw Hill Education (India) Private Limited. All rights
reserved.
124
Copyright 2014 by McGraw Hill Education (India) Private Limited. All rights
reserved.
Malcolm Baldrige
National Quality Award
125
Copyright 2014 by McGraw Hill Education (India) Private Limited. All rights
reserved.
Malcolm Baldrige
National Quality Award
126
Copyright 2014 by McGraw Hill Education (India) Private Limited. All rights
reserved.
Copyright 2014 by McGraw Hill Education (India) Private Limited. All rights
reserved.
Baldrige Scoring
Copyright 2014 by McGraw Hill Education (India) Private Limited. All rights
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129
Design quality:
inherent value of
the product in the
marketplace
Conformance
quality: degree to
which the product
or service design
specifications are
met
Performance
Features
Reliability/
Durability
Serviceability
Aesthetics
Perceived
Quality
Copyright 2014 by McGraw Hill Education (India) Private Limited. All rights
reserved.
1210
Costs
Copyright 2014 by McGraw Hill Education (India) Private Limited. All rights
reserved.
Costs of Quality
1211
Copyright 2014 by McGraw Hill Education (India) Private Limited. All rights
reserved.
Six Sigma
1212
Define, measure,
analyze, improve, and
control (DMAIC)
Developed by General
Electric as a means of
focusing effort on
quality using a
methodological
approach
Copyright 2014 by McGraw Hill Education (India) Private Limited. All rights
reserved.
Six Sigma
Methodology
1213
Copyright 2014 by McGraw Hill Education (India) Private Limited. All rights
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DMAIC Cycle
Flowchart - a
diagram of the
sequence of
operations
Checksheet - basic
form to
standardize data
collection
Cause-and-effect
diagram - show
relationships
between causes
and problems
Opportunity flow
diagram - used to
separate valueadded from nonvalue-added
Copyright 2014 by McGraw Hill Education (India) Private Limited. All rights
reserved.
Process control
chart - used to
assure that
processes are in
statistical control
1215
Copyright 2014 by McGraw Hill Education (India) Private Limited. All rights
reserved.
Flowchart
1216
Copyright 2014 by McGraw Hill Education (India) Private Limited. All rights
reserved.
Run Chart
1217
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Checksheet
1218
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Cause-and-Effect
Diagram (Fishbone
Diagram)
1219
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Opportunity Flow
Diagram
1220
Copyright 2014 by McGraw Hill Education (India) Private Limited. All rights
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1221
Copyright 2014 by McGraw Hill Education (India) Private Limited. All rights
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1222
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Shingos argument:
SQC methods do not prevent defects
Defects arise when people make errors
Copyright 2014 by McGraw Hill Education (India) Private Limited. All rights
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Poka-yoke includes:
Checklists
Special tooling that prevents workers from making errors
1224
Copyright 2014 by McGraw Hill Education (India) Private Limited. All rights
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1225
Copyright 2014 by McGraw Hill Education (India) Private Limited. All rights
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1226
Copyright 2014 by McGraw Hill Education (India) Private Limited. All rights
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External
Benchmarking Steps
Analyze data.
1227