Continuous Improvement

In
Total Quality Management

By
Dr.S.N.Nandi
New Delhi
 Continuous Improvement

•Problem/ Process driven- Root Causes and Effects

•Systematic Improvement and Iterative Improvement
•Reactive vs Proactive Improvement
•ISO-9000:2000 Requirement under ‘Measurement,
Analysis and Improvement’:Continuous Improvement,
Corrective Actions and Preventive Actions
•Six Sigma System:8-D Problem Solving Method.
Systematic Improvement(1)
Basic Quality Tools
1. Check Sheet/ Stratification
2. Pareto Diagram
3. Cause and Effect Diagram
4. Graphs
5. Control Chart
6. Histogram
7. Scatter Diagram
 Systematic Improvement(2)
Basic Steps

1. Select Theme
PLAN 2. Collect and analyze data
3. Analyze causes

DO 4. Plan and Implement solution

CHECK 5. Evaluate effects

6. Standardize solution
ACT
7. Reflect on Process (and next
problem )
Systematic Improvement(3)
Management Roles

•Management Presentation essential for each

project results (QI story )
•Senior Management must actively participate
•Comments highlight Positive lessons and Areas
for further improvement
•Nonverbal body signs should show management
interest
 Iterative Improvement
Levels of Improvement Management

1. Initiative / Strategy i.e.quality, cycle time,cost,process,

etc.
2. Programme Management : Stages- Initiation,
Transition and Sustain. For example, Programmes on
Benchmarking,Re-Engineering,Quality Improvement,
etc.
3. Project Management –Project team and Management
roles
OHNO’s TQM House

Customer Satisfaction

Technology
Programs
Concepts

Tools &
Employee Involvement
Core Technology
 Strategy

System
Structure

Superordinate
Goals

Skill Staffing

Style
7 S Model of Organizational Effectiveness
(Mackinsey,1977)
 Initiation Phase

Management of Changes : Actions

•Create urgency of Felt –Need
•Formulate Vision and communicate extensively
•Mobilize support (Technical, Political and Cultural )
and resources.
•Develop appropriate Infrastructure
 Transition Phase

•Skill development Training

•Appreciation Training
•Selection of Projects
•Project Review and Evaluation
•Process improvement
•Use of Process Consultancy
 Sustenance Phase
•Communicate Project Results inside
vigorously
•Reward and Recognition
•Communicate externally
•Share the experience with others
•Evaluate the whole programme and
Revitalize it ,if necessary.
Pro-active Improvement
Seven New Quality Tools
1. Affinity Diagram
2. Relations Diagram
3. Matrix Diagram
4. Tree Diagram
5. PDPC Diagram (Process decision program
chart )
6. Arrow Diagram
7. Matrix Data Analysis
These tools are also known as Management
and Planning Tools