MM ZG522 Total Quality

Management
Rajiv Gupta
BITS Pilani
Live Lecture 1
 Live Lecture 1
– Introduction to Dr. Rajiv Gupta, faculty for MM
ZG522
– Introduction to the course and guidelines for the
course

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• Dr. Rajiv Gupta
Education:
B.Tech. M.E. I.I.T. Delhi
M.S. I.E. North Carolina State University
Ph.D. I.E. Purdue University
Taught at The State University of New York at Buffalo,
General Motors Institute, and the University of Michigan,
Dearborn in the U.S.
S.P. Jain Institute in Singapore and Dubai, FORE School of
Management, School of Inspired Leadership and BITS, Pilani

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Worked at Mahindra Logistics as Head of Solution
Design and Automotive Operations

Started and ran own Consulting Company as an

International Associate of Tompkins Associate of
Raleigh, North Carolina

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 Course Outline
• We will cover the topics related to Total Quality
Management
• Text book: Total Quality Management, 4th ed. By Dale
Besterfield, et. al., 2015
• Method of instruction: Prerecorded lectures, live on-
line recitation sessions. In addition there will be
additional recorded material that will be available
• Neither the text book, nor the lecture notes, nor the
lectures substitute for each other. You need all three
to learn about the subject.

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• It is the responsibility of the student to watch the
recorded lectures, attend the recitations (or watch in
recorded form), read the relevant chapters from the
book and other material that is made available.
• For any questions, doubts pertaining to the subject
matter, please send me an email at
gupta.rm@wilp.bits-pilani.ac.in. For all
administrative questions, please call or write the
WILPD office at BITS Pilani. If you do not get a
satisfactory response please let me know.
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• Assessment: There will be 2 exams and 2 on-
line quizzes. The point breakdown will be as
follows:
– Mid-term exam (closed book) – 30%
– Final exam (open book) – 50%
– Quizzes/Assignments (open) – 20%

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• I expect you to keep regular with the material
covered in class and with the readings as
assigned. This is your responsibility.

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 Policy Against Cheating
• Sadly, occasionally some students resort to unfair
means during assignments and exams. Due to this, it
becomes necessary to spell out the policy to deal
with cases of cheating.
• What constitutes cheating?
– Reproducing verbatim, or close to verbatim, material from
any resource and from exams and assignments of other
students
– Reproducing templates of assignment formats used by
other students
– Allowing others to use one’s own work for reproduction
• What is the penalty for cheating?
– At the minimum, both the student who borrows material
from another student or resource, as well as the student
who shares his/her material will receive zero for the
assignment or exam
– Further disciplinary action, in accordance with BITS policy,
will be taken
• Assignments that are explicitly announced as group
assignments are not subject to the foregoing
 Semester at a Glance
• Prerecorded Lecture 1
– Understanding Quality
– Total Quality Management
– Quality Gurus
• Prerecorded Lecture 2
– Implementing Quality
– Leadership for Quality
– Qualities of a Leader
– Vision and Mission Statements

• Recitation 2
– Based on Prerecorded Lectures 1 and 2
 Semester at a Glance
• Prerecorded Lecture 3
– Deming and Quality
– Deming’s System of Profound Knowledge
– Deming’s 14 Points
• Prerecorded Lecture 4
– Customer Focus
– The Voice of the Customer

• Recitation 3
– Based on Prerecorded Lectures 3 and 4
 Semester at a Glance
• Prerecorded Lecture 5
– Processes
– Problem Solving

• Prerecorded Lecture 6
– Process Improvement
– Measurement
– Cost of Quality

• Recitation 4
– Based on Prerecorded Lectures 5 and 6
 Semester at a Glance
• Prerecorded Lecture 7
– Employee Involvement
– Motivation
– Performance Appraisals
• Prerecorded Lecture 8
– Benchmarking
– Types of Benchmarking
– Steps in Benchmarking

• Recitation 5
– Based on Prerecorded Lectures 7 and 8
 Semester at a Glance
• Prerecorded Lecture 9
– Quality Tools
– 7 Traditional and 7 New Tools

• Recitation 6
– Based on Prerecorded Lecture 9
 Semester at a Glance
• Prerecorded Lecture 10
– Statistical Process Control
– Variables Control Charts
• Prerecorded Lecture 11
– Statistical Process Control
– Attributes Control Charts
– Process Capability

• Recitation 7
– Based on Prerecorded Lectures 10 and 11
 Semester at a Glance
• Prerecorded Lecture 12
– Design of Experiments
– Design of Experiments with One Factor
• Prerecorded Lecture 13
– Design of Experiments
– Design of Experiments with Two Factors

• Recitation 8
– Based on Prerecorded Lectures 12 and 13
 Semester at a Glance
• Prerecorded Lecture 14
– Quality Function Deployment

• Prerecorded Lecture 15
– Failure Mode Error Analysis FMEA)

• Recitation 9
– Based on Prerecorded Lectures 14 and 15
 Semester at a Glance

• Recitation 10
– Case Study
 Semester at a Glance

• Prerecorded Lecture 16
– Quality Management Systems (ISO, Environmental, etc.)
 Recitation 1
• Begin Module 1
– Brief Summary of Taped Lecture 1

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 Prerecorded Lecture 1
• Quality has undergone significant change over
the last 50 years or so.
• Earlier, demand exceeded capacity, and therefore
the manufacturers determined what was quality.
• Today, the customer determines what constitutes
quality.
• Quality has gone from conformance to
specifications to meeting customer expectations,
both now, and in the future
 Prerecorded Lecture 1
• It is no longer sufficient for a company to sort
out bad parts from the good. Producing bad
parts and then sorting them incurs costs twice
and adds to the cost that the customer pays.
• Quality means that we need to build quality
into the product. But first we need to
understand and anticipate what the customer
needs.
 Prerecorded Lecture 1
• David Garvin has proposed 8 attributes of quality.
They are:
– Performance
– Features
– Conformance
– Durability
– Reliability
– Service
– Response
– Esthetics
 Prerecorded Lecture 1
• Total Quality Management means that the entire
organization is involved in the creation of value
for the customer.
• However, it is the leadership of the organization
that needs to assume responsibility for quality.
They need to demonstrate this responsibility.
• Earlier the quality department was assigned the
task of ensuring quality. This assumed a limited
view of quality. Quality today is the total
experience of purchasing and ownership by the
customer.

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 Prerecorded Lecture 1
• There are several quality gurus who have
contributed to the subject of quality, including
Juran, Deming, Crosby, Taguchi, Feigenbaum,
Kano, etc.
• Each guru had a different emphasis and approach
to quality.
• Juran is known for his Quality Trilogy, Deming for
his 14 points and System of Profound Knowledge,
Kano for his model, Taguchi for his design of
experiments and loss function, etc.
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 Recitation 1
• End of module 1

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 Recitation 1
• Begin Module 2
– Brief Summary of Prerecorded Lecture 2

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 Prerecorded Lecture 2
• Implementation of quality practices and TQM is
the responsibility of top leadership.
• Failure of TQM projects is often due to lack of
understanding of the time and effort required,
lack of patience and commitment, lack of training
and fear of failure.
• Unlike popular belief that quality costs money,
Deming’s Chain Reaction shows how the
adoption of quality leads to reduction in cost due
to reduction in waste.
 The Deming Chain Reaction

Costs decrease because of

less rework, fewer mistakes,
Improve Productivity
fewer delays, snags, better
Quality improves
use of machine time and
materials

Capture the market

Provide jobs Stay in
with better quality
and more jobs business
and lower prices

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 Prerecorded Lecture 2
• The Deming Flow Diagram dramatically shows the
interrelationships among the suppliers, the
manufacturing organization and its customers in
a deceptively simple manner.
• Stephen Covey talks about the various habits of
leaders that help bring success to organizations.
• Brian Joiner talks about the four generations of
management where the focus of the fourth
generation is on the right priorities
 THE DEMING FLOW DIAGRAM

Stage 0
Generation of ideas

Design and
Suppliers of materials Redesign Consumer feedback
and equipment
Receipt and test
Consumers
of materials Production, Assembly, Inspection

Tests of processes, machines,

methods, costs

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 Prerecorded Lecture 2
• There are several important qualities of a
good leader.
• The qualities of a good leader include vision,
passion, courage, ethical behavior, being a role
model, and a strong customer focus.
• Leaders need to lead from the front and
demonstrate the passion and commitment
they expect from the rest of the organization.
 Prerecorded Lecture 2
• Vision is often misinterpreted as the vision
statement.
• Most people in organizations do not
understand or identify with the vision
statements of the organizations.
• It is the responsibility of the leadership of the
organization to align the organization toward a
common purpose and aspiration.
 Recitation 1
• End of module 2

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 Recitation 1
• Begin Module 3
– Personal Quality Checklist

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 Personal Quality Checklist
• The checklist is a list of personal attributes that you want to
improve upon.
• Ideally the number of attributes should be around 7-10
• You should have sufficient number of “defects “ that can be
measured per week/month etc.
• The attributes should be selected so that their conformance
or non-conformance can be observed unambiguously.
• For example, if the attribute is being on time for meetings,
then even if you are late by a second, it is counted as non-
conformance
 Personal Quality Checklist
• My original personal quality checklist attributes were:
– Replying to emails within 2 days of receipt
– Being in time for class
– Return phone calls that I wish to return within a day unless traveling.
Then within a day of returning to Delhi.
– Maintain weight under 65 kg.
– Walk at least 5 days in a week
– Not add salt at the table
– Not raise my voice in a discussion
– Not interrupt someone when he/she is talking. Hear the person out.
 Personal Quality Checklist
• For the next class, each of you should select
personal quality attributes (between 5-10)
• You will be required to track these attributes
through the semester and we will discuss how
you can use quality tools to improve upon
them
• You will submit a report on this assignment at
the end of the semester.
 Recitation 1
• End of module 3

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 Recitation 1
• Begin Module 4
– Discussion questions for the recitation next week

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 Recitation Next Week
• Discussion questions
– How does your organization describe quality?
– How is quality measured in your organization?
– Who is responsible for quality in your
organization?
– What role do you play in your organization’s ability
to maintain a high level of quality?
– Is there a fundamental difference between quality
and “Total Quality?”
 Recitation Next Week
• Discussion questions
– Have you seen the leadership in your organization
assume responsibility for quality? How?
– Do you believe that having a vision is important in
an organization? Do you know and/or believe fully
in your organization’s vision?
– Why is being a role model important for a leader?
– Deming’s Chain Reaction goes contrary to what
we normally think of. Do you agree with the chain
reaction? Why?
Questions?