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Changing Lives by Empowerment

Thought of the Day :- Until Inputs are not changed Outputs will remain same

CONTROL CHARTS

Control charts are statistical tools under, Statstical Process Control System, to control whether a process and its varibles are under statistical control or not therby ensuring consistency in product or service quality.

In production process it is required to monitor the extent to which our product meet specification.

there are two reasons for the inferior quality of product are
1) Deviations from target specification.
2) Excessive variablity around the target specifications.

usually varitations in process is caused by

Common Causes :- Variations caused due to the system, they can not be reduced unless the process itself is changed.
It influence in the same way, they produce random or natural variation in the data pattern, when it is free from special causes.

Variations due to common errors are result of the combined effect, rendering it difficult to identify and eliminate without further investement and commitment of managment for improvement.

Few examples of common causes:-

• The KSA of employees are below the requirement
• Absence of suitable work environment and work culture.
• Poor methods or implementation of methods.
• Ambiguous/ unclear instructions and delegations.
• Ill maintained mahcinery, tools and equipments.
• Lack of machine capability.

Special Causes :- variations caused by some special factor which is not because of system, spececial causes shows unusual pattern of variations and occur intermittenly, special causes can be found and rectified without changing the system. It is easier to eliminate special cause and management role is even not required.

Few examples of special causes

Operator not using right setting of machine.
Irregular or careless employee.
Assembly of machines not being done properly.
A tool, machine part etc is not working right.

for making a control charts we simply extract samples of a certain size then produce line charts of the variablity in those samples and consider their closeness to the target specifications.

If a trend emerges in those lines or if samples falls outside prespecified limits then process is considered to be out of control and take action to find the cause of the problem

STEPS OF MAKING CONTROL CHARTS

1 analyzing the sample and the problem at hand, identify the nature of the data i.e whether the data represent variable data or attribte data, in case the data is variable then it represents the defects or defective.

2 once you had identified the nature of the data you have to find out which chart will be made, which is decided as per the following manner

In case it is Variable Data then

if size of sample, (here represented as n) is greater than 10
then make X bar S type chart

if size of sample, n is less than 10
then make X bar R type chart

If size of sample, n is equal to 1,
then make X-R chart.

In case we have attribute data and it represent defectives then we will make following chart, in this case we will have multiple samples

if the size of sample n is constant for all samples taken then
p type or np type chart will be made

in case sample size n is variable then
p type chart will be made

In case the data is for defects then charts will be made according to following

in case the sample size n, for all the sample is constant then
c type or u type charts will be made

in case the sample size n is variable then
u type of chart will be made.

Malcom Baldridge National Quality Awards ( MBNQ Awards)

Malcom Baldridge National Quality Award covers a set of seven categories of processes that must be addressed under the TQM System

Leadership

Strategic Planning

Customer & Market Focus

Information and Analysis

Human Resource Managment and Development

Process Management

Business Results

Juran's Quality Triology

Quality Planning

• Identify who are the customers.
• Determine the needs of those customers.
• Translate those needs into our language.
• Develop a product that can respond to those needs.
• Optimize the product features so as to meet our needs and customer needs.

Quality Contol

• Choose control subjects — what to control.
• Choose units of measurement.
• Establish measurement.
• Establish standards of performance.
• Measure actual performance.
• Interpret the difference (actual versus standard).
• Take action on the difference

Quality Improvement

• Build awareness of opportunities to improve
• Set goals for improvement.
• Organize to reach the goals
• Carry out improvement projects to solve problem
• Provide training to people
• Give recognition to people
• Measure and report progress
• Communicate results
• Keep score
• Maintain momentum

Crosby : TQM

Philip B Crosby was born in Wheeling Virginia, 18th June Crosby began his career as a quality professional in 1952 after serving in World War II.

•Crosby was the corporate Vice president for the international Telephone Telegraph, world-wide responsibilities for quality .

Crosby observed that poor quality in most companies costs around 20% or more of all revenue, most of which could be avoided by adopting good quality practices for achievement of which Crosby prescribed 4 absolutes for quality

Quality is free ( as the money spent on making quality is recovered by the increase in profit and decrease in wastage)

A company spends money on Quality and presume that Quality is not free, but the fact is, that it is free, if you think that every penny you don’t spend on doing things wrong, over, or instead of, becomes half a penny right on the bottom line. And in the uncertain world of business there aren’t many ways to make a profit improvement. If you concentrate on making quality certain, you can probably increase your profit by an amount equal to 5% to 10% of you sales. That’s a lot of money for free

1.Quality is defined as conformance to requirements, not as ‘elegance’ or ‘goodness’

According to Crosby quality should be made a necessary prerequisite of production , quality is necessity and nothing as an element of fancy, all activities should be in accordance of building right quality in product.

2.There is no such thing as a “quality problem or The system of achieving quality is prevention and not appraisal/ inspection

Crosby stated that companies should emphasize on activities to prevent any non conformance towards quality and appraisal of products ( which include actions like inspection, testing and other quality control means ) should be avoided,as appraisal involves greater costs and require more time.

Non conformance in quality increases the cost of appraisal which is termed as cost of quality, he emphasized that if the quality can be controlled at every step then there will hardly by any requirement of appraisal.

3 Measurement of quality is the price of non conformance:

According to Crosby quality should be in terms of costs of non conformance and not as indices of quality, such data alone can provide the clear proof of need for improvement, which is the aim any quality management system.

4 The only performance standard is zero defects:

Zero defect means, do it right the first time, crosby stated that system should aim at zero defect, according to it all the efforts should be implemented and directed towards prevention of occurence of defects, rather than trying to inspect, rework and retrieve the products. Crosby wanted to change the mindset of people that error is inevitable and advised that whatever may be the situation, people must continually bring down the errors by aiming at zero defect target.Zero defect is not a standard but a target.

Cost of Quality :

¬ Prevention costs:- The cost company has to incur to prevent defects/ defectives in a product or service is termed as Prevention cost, it includes following

•

• Design reviews
• Product qualification
• Drawing checking
• Engineering quality orientation
• Supplier evaluations
• Supplier quality seminars
• Specification review
• Process capability studies
• Tool control
• Operation training
• Quality orientation
• Acceptance planning
• Zero defects programme
• Quality Audits
• Preventative maintenance

¬Inspection or Appraisal costs

•

• Prototype inspection and test
• Production specification conformance analysis
• Supplier surveillance
• Receiving inspection and test
• Product acceptance
• Process control acceptance
• Packaging inspection
• Status measurement and reporting

¬ Wastage or Failure costs

• Consumer affairs
• Redesign
• Engineering change order
• Purchasing change order
• Corrective action costs
• Rework
• Scrap
• Warranty
• Service after service
• Product liability

Marketing Service Provider or Suppliers

Marketing Research is an essential tool in the decision making process of any organization, depending on the following factors a firm can opt for various alternatives to receive Marketing Research

Company's Size of operation.

Company's Product Ranges or Diversification

Company's Business Environment.

Company's Specific Problems

Industry of the company.

Nature of product and service offering.

Based on the above factors a company can choose any of the following service provider.

Internal Marketing Research Supplier:-

• Company can have its own internal Marketing Research Department.
• Marketing Research Department will have its own systems of Equipments. Persons and Technology, which will be used to cater the Marketing Research Requiremetns of the company.
• Internal Marketing Research department can be centralized or decentralized depending on its operations.
• If the Marketing Research Department works from Head Quarters of the company it is centralized, when the Marketing Research Department is at SBU level or Regional level or Divisional level then it is example of decentralized MR department.
• Having internal MR department helps the company in achieving competitive edge in the market as any data or information collected is exclusive to the use of internal use only.

External Marketing Research Supplier

• Organization can also hire external marketing research firms for its marketing research requirements.
• Such external marketing research companies solely undertake Marketing Research Activities hence provide Expertise in the marketing research activities.
• External Marketing Research firms provide better MR services at lower costs and in less time.
• These external Marketing Research companies have more input data and more refined information which is perhaps unavailable to the company.
• External Marketing Research Agencies are expert in all the activities of marketing research and sometimes they provide better interpretations and recommendations as compared to internal suppliers.
• Facilities provided by the External Marketing Research Agencies doesn't contribute to the competitive edge of the company as such Marketing Research services are free for use to any conpany.
• Services provided by External Marketing Research Agencies are compartively more economical as compared to internal marketing research supplier.

Syndicated Services :

• Marketing Research Agencies who operate independently, collect information,specific and relevant for a particular industry and provide it to clients who had subscribed to such services.
• Such services include Trend Analysis and Projections for the overall industry.
• The information is exclusive to the subscriber only.
• Provide Generic and unbiased information as the data is collected not for a specific company.

Standardized Services:

• Marketing Research Agencies which follow a standardized methods of Research process for specific problems or requirement of Marketing Research it is called standardized marketing research services.
• Such services can provide information to specific marketing problems like (effectiveness of advertising and sales promotion activities,brand awareness of different products,etc.)
• The major advantages of standardized services is that as the information is done in standardized manner the results can be compared, even among competitors and hence provide analytical insight in to the problems.
• Consume less time but at the same time not customized.

Customized Services:-

• Certain marketing research agencies provide a variety of MR services which can be planned and modified according to the customer's specific requirements.
• Such customized services only address specific problems or situation which are of great interest to the company.
• Such services are expensive but the results obtained are more reliable and specific to the user.

Internet Marketing Research Agencies:-

Internet marketing research agencies are virtual organization, which provide MR facilities through net.

They collect data through the websites or online questionnaire from the sample.

Limited Service Provider:-

• These agencies expertise in one or more steps of marketing research process.
• Such agencies can be utilized for steps like collection of data through surveys, data entry operations in softwares, tabulation of data, analysis of collected data etc.
• These limited service provider helps in reducing time of total Marketing research activity.
• Such agencies have their own workforce which they utilize for such activities for different clients hence they can complete these marketing research steps efficiently and in a economic manner.

DEMING'S FOURTEEN UNIVERSAL PRINCIPLES OF QUALITY

• Create Consistency in Purpose and Plan.
• Adopt New Philosohy of Quality
• End the Practice of Mass Inspection
• Identify Problems and Work Continuosly for Improvements in System.
• Change Focus from Quantity to Quality
• Don't Expect or Ask for Productivity Improvements without Identifying and Providing Systems and Methods to Achieve Them, without any Risk to Quality.
• Encourage Training On the Job.
• Stop Selecting Suppliers Only on the Basis of Low Price.
• Remove work standard which establish numerical Quatas.
• Drive Out Fear From Mind of People and Encourage Open Communication.
• Eliminate Barriers to the Pride of Workmanship.
• Remove Barriers Between Departments.
• Institute Vigrous Education and Training in Employees
• Create Appropriate Management Structure to Implement and Follow the Above Mentioned Points

THOUGHT FOR THE DAY

"You Can't Solve Today's Problem by Solutions of Yesterday"

" It is Always Dangerous to Have an Immature Guide in The Darkness of Woods"

STEPS IN CONDUCTING RESEARCH

STEPS OF CONDUCTING RESEARCH

• STEP-1 Necessity of Information :-

This is the first step in Research until there is no requirement to know there can't be any research, when a manager or researcher realise the fact he need an information ( for any cause) then only research will be initiated.

Until You Don't Want to Know Anything You will not go for Conducting Any Research.

• STEP-2 Problem Definition and Identifying Specifically what Information is Required:-

A Problem Well Defined is Solution Half Done

so if the researcher or manager is able to formulate the problem well, he will be able to find out what specific information is required otherwise, at the end he will be having a wrong set of data resulting in to irrelevant conclusions or solutions.

STEP-3 Defining the Objectives of Research :-

If you know what specific problem you have and what specific information you require then you can very well define the objective of research. The objective of research is a statement of problem and what you are expecting from the research.

If objective of research is not well defined it will result in to wastage of resources available.Will be time consuming and expensive, will yield half baked result which can harm better than doing any good.

Research Objective will help us follow the next steps in right perspectives...............

• STEP-4 Designing Research Methodology

The research objective will help you find out the appropriate research design, which is a frame work or blue print of the research which will guide the researcher in the right direction in the process of conducting the research.

Following Research Designs can be followed

Explorative Research

Descriptive Research

Conclusive Research

Analytical Research

Experimental Research

Causal Research

• STEP-5 Secondary Research :-

Research which is based on the data or information already collected by someone for some other use, which is available to the researcher and is relevant for the current topic of study.

• STEP-6 Analyse the data:-

Ascertain problem is real and not imaginary.
Solutions can be formulated from the secondary data or not
Is there any requirement for conducting primary research or not

• STEP-7 Primary Research

Research which is conducted based on the data collected by the researcher specifically for the topic under study.
Plan and formulate primary research
Conduct Primary Research

• STEP-8 Tabulation and analysing of data ( primary and secondary) :-

Using vaious mathematical tables and tools of analysis like

Bar charts, graphs, spread sheets etc and regression analysis , correlation analysis, Chi square test etc.

• STEP-9 Interpretation and Report Preparation

Based on the results of various scientific or mathematical tests, we can come to a conclusion and prepare report, which is the final document in the research. ( can see the topic in specific blogpost)

• STEP-10 Presentation:-

Report Presentation is the way of communication by which the enduser of the research can know what is there for them and enhance their understanding in less time at the same time their doubts can be cleared and reasonably good decisons can be taken by them.

Quality

Definition Of Quality

Quality can be defined as the ability of a product or service to fulfill the need and expectations of the consumer/buyer/customer.

Quality can also be defined as The totality of features and characterstics of a product or service that bears on its ability to satisfy stated or implied needs"

so we can find that quality encmpass two major components
One the Satisfaction of the Customer and Second the Ability of the Offering.

Quality can also be defined as Conformance to Customer's requirements..

steps of quality cycle or conformance to customer's requirement

1 Know the needs and specifications of the customer
2 Plan how to produce such offerings with predetermined features and characterstics
3 Design and conduct capability testing and do as planned
4 Produce and measure the quality characterstics and decide conformance
5 Deliver the offering with right communication
6 Identify changes for improvement or corrective and preventive actions for non coformance

Total Quality Managment Can be defined as .............

Quality as judged by customer/ consumers

Customer evaluate the quality of the product/ service on following parameters or factors

Performance:- How a product or service is able to perform the primary task.

Durability:- Product should be durable i.e should be useable for appropriate lifespan and can withstand normal wear through operation.

Reliable:- Shouldn't go out of operation and can give consistent performance.

Serviceability:- Convenience of getting service done.

Aesthetics:- Style preferred by consumer.

Percieved Quality:- Should be able to fulfill all expected factors of quality.

Timing:- Should be made available to customer at right time.

Accuracy:- Should be according to stated specification and its working should be precise/ accurate according to use

Timeliness:- Service and repair should be less time consuming