MOD2

• Quality management is crucial for business success.
• Various tools and systems are available for continuous improvement.
• Quality refers to the excellence or superiority of a product or service.
• The extent to which a product or service meets or exceeds a customer’s expectations is a dimension of product quality.
• Dimensions of service quality include tangibles, reliability, convenience, responsiveness, time, courtesy, consistency, assurance.
• Total commitment to quality is crucial for improving and managing product and service quality.
• Quality commitment should start from top management, extending to every individual in the company.
• Quality is defined as meeting or exceeding customer expectations.
• The 1980s saw a shift in focus to quality due to competition, especially from Japan.
• Two factors to determine the quality of a product are Design Quality and Process Quality.
• Design Quality refers to the characteristics of a product, such as durability, features, aesthetics.
• Top-level executives or leaders responsible for setting the organizational vision, goals, and strategy related to Lean Six Sigma are known as Master Black Belts.
• Yellow Belts support process improvements, assist Green Belts and Black Belts in data collection, and participate in improvement activities within their departments.
• Master Black Belts provide guidance on complex projects, offer training and mentorship to Green Belts and Black Belts, and oversee the overall Lean Six Sigma program.
• Green Belts participate in DMAIC projects, collect and analyze data, and implement improvement initiatives in their functional areas.
• Green Belts are part-time team members who also have a primary role in the organization who work on improvement projects under the guidance of Black Belts.
• Black Belts are full-time professionals with in-depth knowledge of Lean Six Sigma methodologies who lead and execute improvement projects.
• Tools for Quality Improvement include Check Sheets, Histograms, Control Charts, Pareto Charts, Scatter Diagrams, and Cause and Effect Diagrams (Fishbone).
• Project Sponsors are leaders or managers within the organization who champion and support specific improvement projects.
• Black Belts lead and execute DMAIC (Define, Measure, Analyze, Improve, Control) projects, provide data-driven solutions to improve processes, and serve as project leaders and change agents.
• Process Owners are individuals responsible for specific business processes who collaborate with Black Belts and Green Belts to ensure improvements align with business goals.
• Yellow Belts are team members with basic knowledge of Lean Six Sigma principles who may be involved in projects on a smaller scale or in a supporting role.
• Highly skilled and experienced individuals responsible for leading and mentoring Black Belts and Green Belts, often reporting directly to executive leadership, are known as Master Black Belts.
• Process Quality is the ability to produce defect-free goods or services at each stage, including raw material, employees, technology, equipment.
• One factor to determine the quality of a service is Service Quality Measurement, which is challenging due to its subjective nature.
• Quality Gurus are several individuals who spent their careers researching, teaching and developing the field of Quality.
• Walter Shewhart (1891-1967) was an American physicist, engineer, and statistician known as the father of statistical quality control and credited with creating the first control chart.
• Edwards Deming (1900-1993) was an American engineer, statistician, professor, and author who contributed to the Japanese post-WWII quality rise and trained Japanese engineers in statistical process control.
• Joseph Juran (1904-2008) was a Romanian-born American engineer.
• Key principles of ISO 9001 aligned with TQM include customer focus, leadership, process approach, continual improvement, and data-driven decision-making.
• Steps in ISO Certification include documenting and implementing quality management systems, training employees involved in the processes, conducting an audit by an ISO-accredited certification body, and maintaining compliance.
• Application of TQM involves improving processes, reducing defects, and enhancing customer satisfaction.
• ISO 9001 is applied to organizations of various sizes and industries, providing a systematic approach to managing quality, enhancing customer satisfaction, and meeting regulatory requirements.
• HACCP is a quality management system for the food processing industry, providing benefits including customer confidence, quality control, and risk reduction.
• Six Sigma is a data-driven methodology and set of tools aimed at improving processes by identifying and removing the causes of defects and variability, seeking to achieve nearly perfect results by reducing process variation and defects to a minimum.
• Six Sigma is often applied in manufacturing, service, and transactional processes, using a structured approach (DMAIC) to identify and eliminate the root causes of defects, leading to improved quality and operational efficiency.
• ISO9001 is an international standard that provides a framework for establishing, implementing, and maintaining a Quality Management System (QMS), emphasizing customer satisfaction, continual improvement, and a process-oriented approach.
• Companies excelling in quality often are more profitable with negligible extra costs.
• Key principles of Six Sigma include the DMAIC Improvement Model: Define, Measure, Analyze, Improve, Control, data-driven decision-making, focus on process improvement, and use of statistical tools.
• Key principles of TQM include customer focus, continuous improvement, employee involvement, data-driven decision-making, process-oriented approach, and system thinking.