Operations Management

Total Quality Management

Muhammad Salman Bilal

PE®, PfMP®, PgMP®, PMI-PBA®, PMP®
PMI-SP®, PMI-RMP®, PMI-ACP®, CAPM®, ASQ-CSSGB®
BScEE, MScEE, MScEM
https://www.linkedin.com/in/muhammad-salman-bilal-msb-4b301224/
Basic Quality Tools
Flow Chart
Check Sheet
Histogram
Pareto Analysis
Scatter Diagram
Cause-and-Effect Diagram
Statistical Process Control
 Basic Quality Tools
Flow Chart

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Flow Chart
 Flow Chart
! Flow charts are used for process
analysis and documentation in
visual form
! Useful for people who are familiar
with the process and those who are
not and would like to or need to
understand a process
! Often becomes the starting point
for process improvement by
introducing numerous
improvement ideas
 Basic Quality Tools
Check Sheet
COMPONENTS REPLACED BY LAB
TIME PERIOD: 22 Feb to 27 Feb 2002
REPAIR TECHNICIAN: Bob

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Check Sheet
 Basic Quality Tools
Histogram

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Histogram
 Histogram
! Shows the distribution of a characteristic
! Collect data on a measure of a single characteristic
! Make a frequency table & select cells dividing the data equally over 10-15 cells
! Draw vertical and horizontal axes
! Label the vertical axis as “ Frequency “ and mark values
! Label the horizontal axis to indicate the measure and mark cells
! Construct vertical bars for each value according to their value
 Basic Quality Tools
Pareto Analysis
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 Pareto Analysis
Histogram, ordered by frequency of occurrence. Is called Pareto
Rank ordering is used to focus corrective actions
Relates to Pareto’s law i.e. 80% of problems are due to 20% of causes

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! Specialized type of columnar graphs used to prioritize problems
! Helps in Define, Measure, and Analyze problems
! Gives basis for the construction of a cumulative line
! First things first is the thought behind the Pareto diagram
! A weighted Pareto diagram (re-shuffled Histogram) is used to prioritize data
 Basic Quality Tools
Scatter Diagram

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Scatter Diagram
 Cause-and-Effect Diagram
! Also called the Fishbone diagram or the Ishikawa Diagram
! Displays possible causes in a graphic manner
! Prevents missing out probable causes of the problem

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 Basic Quality Tools
Control Charts
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Control Charts
 Control Charts
" No two products are ever made exactly tl the same
" There is always some difference or variation
" Failure to detect the difference is due to the limitation of the measuring
device/system being used
" Total variation in a product is the result of the variation in the product and
the variation in the measurement system
Total Variance = Part Variance + Gauge Variance
 SPC in TQM (Goods/Manufacturing)
" Employee is responsible for quality in his area
" SPC tools are used to see if the process is working properly
" To identify problems, correct them or contributes to continuous improvement
" Contributes to the idea of few or zero defects

SPC in TQM (Services)

" Fast Food: Waiting time, complaints, order accuracy
" Grocery Stores: Queue time at checkout, register problems
" Airlines: Flight delays, lost luggage, check-in time
" Bank: Waiting time, statement errors, courtesy
" Hospitals: Service speed, staff response, lab accuracy