Total quality management

608 Pages·2012·6.919 MB·English

by  Charantimath, Poornima M

Total Quality
Management
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Total Quality
Management
Second Edition
Poornima M. Charantimath
Karnataka Law Society’s Institute of Management
Education and Research, Belgaum
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Copyright © 2011 Dorling Kindersley (India) Pvt. Ltd
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ISBN 9788131732625
eISBN 9789332501034
Head Office: A-8(A), Sector 62, Knowledge Boulevard, 7th Floor, NOIDA 201 309, India
Registered Office: 11 Local Shopping Centre, Panchsheel Park, New Delhi 110 017, India
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To my in-laws,
Late Sri. N. C. Charantimath
and
Late Smt. Lalita Devi Charantimath
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About the Author
Poornima M. Charantimath is a professor in the area of total quality
management and entrepreneurship development at Karnataka Law Society’s
Institute of Management Education and Research, Belgaum. Dr Charantimath
has been actively involved in teaching, research and consultancy in a distin-
guished career spanning more than 20 years.
She received her master’s degree in management studies from the
University of the West of England, Bristol, the United Kingdom, and her Ph.D.
in management from the Department of Management Studies, Karnataka
University, Dharwad.
Dr Charantimath has served as Deputy Director at the Indian Institute
of Materials Management, Bangalore, and Director at KLS Institute of Management Education and
Research, Belgaum. She is a fellow of the Institution of Engineers (India) and a member of the Board
of Studies at Visvesvaraya Technical University, Belgaum. She is also a Ph.D. guide for the research
students of Jawaharlal Nehru Technological University, Hyderabad. She is the author of Entrepreneur-
ship Development and Small Business Enterprises (Pearson Education, 2006).
Dr Charantimath has been awarded the Association of Overseas Technical Scholarship (AOTS)
and has attended a workshop on TQM and Strategic Management at Osaka, Japan. A recipient of the
Distinguished Engineer Award from the Institution of Engineers, Belgaum, and the Achiever of the
Year Award from Round Table India, she is also an assessor for the CII-EXIM Bank Award for Business
Excellence and the Ramakrishna Bajaj National Quality Award. Dr Charantimath has also conducted
training programmes for several organizations such as Tata Motors, the Aditya Birla group, Hindustan
Latex Limited and G5 Solution in the areas of TQM and strategic management.
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Contents
Foreword xii Quality Characteristic 46
Preface xiii Dr Shingo Shigeo 49
Reviewers xx Masaaki Imai 53
Summary 53
1 Quality Concepts 1 Key Terms 54
Case Study 55
Introduction 1
Short-answer Questions 56
Defi nitions of Quality 2
Match the Following 56
Garvin’s Approaches to Defi ning Quality 4
Discussion Questions 56
Quality Management 5
Projects 57
Important Quality Terms 5
End Notes 57
Importance of Quality 5
Quality and Profi t 6
Types of Quality 8 3 The Philosophy of Total Quality
Th ree Levels of Quality 9 Management 58
Th e Five Paradigms of Quality 10
Introduction 58
Dimensions of Product Quality 11
Defi nitions of TQM 59
Dimensions of Service Quality 11
Th e Total Quality System 60
Old Quality versus New Quality 12
Th e Evolution of TQM—From Inspection
Cost of Quality (COQ) 13
to Total Quality Management 60
Quality Cost Indices 20
Seven Phases in the Development
Summary 23
of TQM 63
Key Terms 23
Principles of Total Quality
Case Study 24
Management 65
Exercises 26
Th e Key Elements of TQM 67
Short-answer Questions 26
Core Concepts of TQM 69
Match the Following 27
Total Quality Management Excellence
Discussion Questions 27
Model (TQMEX) 73
Projects 27
Traditional Organization versus
End Notes 28
TQM Organization 75
Common Barriers to the
2 Quality Gurus 29
Implementation and Development
Introduction 29 of a TQM Programme 76
Walter Shewart 30 Prerequisites for TQM 76
W. Edwards Deming 30 TQM Implementation 76
Joseph Juran 35 Benefi ts of TQM 78
Armand Feigenbaum 37 Summary 79
Philip Crosby 38 Key Terms 79
Kaoru Ishikawa 39 Case Study 80
Genichi Taguchi 40 Short-answer Questions 82
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viii Contents
Match the Following 82 Discussion Questions 157
Discussion Questions 82 Projects 157
Projects 83 End Notes 158
End Notes 83
6 Statistical Concepts in Quality
Management 159
4 Leadership and Strategic Planning 84
Introduction 159
Introduction 84
Variation 159
Defi ning Leadership 85
Probability Distributions 162
Quality Leadership 85
Measurement System Analysis (MSA) 163
Leadership Functions 86
Process Capability 168
Visionary Leadership 87
Sampling 174
Six Natural Levels of Leadership
Quality Assurance 183
Competencies 87
Summary 187
Corporate Social Responsibility 89
Key Terms 189
Strategic Quality Management 98
Case Study 189
Balanced Scorecard 105
Exercises 192
Quality Culture 107
Short-answer Questions 193
Change Management: Leading
Match the Following 193
the Change to Quality Culture 110
Discussion Questions 193
Summary 115
Projects 194
Key Terms 116
End Notes 194
Case Study 117
Short-answer Questions 121 7 Six Sigma 195
Match the Following 121 Introduction 195
Discussion Questions 122 Key Six Sigma Concepts 196
Projects 122 Th e Six Sigma Quality Level 197
End Notes 122 Six Sigma versus Th ree Sigma 197
Shift s and its Role 198
5 TQM Kitemarks 124 Defects Per Million Opportunities
Introduction 124 (DPMO) 202
Japan’s Deming Prize 125 Six Sigma Strategy 204
Malcolm Baldrige National Quality Implementing Six Sigma 205
Award (MBNQA) 128 Defi ne, Measure, Analyse, Improve
IMC Ramakrishna Bajaj National Quality and Control (DMAIC) 206
Award (IMC RBNQA) 133 Defi ne, Measure, Analyse, Design
Th e European Quality Award 135 and Verify (DMADV) 209
CII-EXIM Bank Award for Six Sigma Training Programmes 211
Excellence 138 Summary 214
Maturity Models 141 Key Terms 214
Capability Maturity Model Integration Case Study 215
(CMMI) 145 Short-answer Questions 221
Summary 153 Multiple-choice Questions 221
Key Terms 154 Match the Following 225
Case Study 154 Discussion Questions 225
Short-answer Questions 156 Projects 226
Match the Following 157 End Notes 226
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Contents ix
8 Quality Improvement Tools 227 10 Breakthrough Improvement 314
Introduction 227 Introduction 314
Th e Pareto Chart 228 Invention and Innovation 315
Cause-and-eff ect Diagram 229 Creativity 316
Check Sheet 230 Brainstorming 322
Histogram 231 Innovation 324
Scatter Diagram 233 Th e Th eory of Inventive Problem Solving
Control Charts 235 (Teorija Rezbenija Izobretatelashib
Graphs 251 Zadach, TRIZ) 329
Applications of the Seven Quality Value Analysis/Value Engineering 334
Control Tools in Six Sigma 252 Summary 339
Th e Seven New Management Key Terms 340
and Planning Tools 253 Case Study 341
Summary 266 Short-answer Questions 342
Key Terms 266 Match the Following 343
Case Study 267 Discussion Questions 343
Short-answer Questions 270 Projects 343
Match the Following 270 End Notes 344
Discussion Questions 270
Projects 271 11 Benchmarking 345
End Notes 271 Introduction 345
Benchmarking: What Is It? 345
9 Kaizen—Continuous An Overview of Benchmarking 346
Improvement 272 Th e Evolution of Benchmarking 346
Advantages of Benchmarking 348
Introduction 272
Types of Benchmarking 349
Concepts of Kaizen 273
Designing the Benchmarking Process 351
Lean 275
Prerequisites for Benchmarking 355
What is the 5 S? 281
Summary 359
Kaizen versus Innovation 286
Key Terms 360
Company-Wide Quality Control
Case Study 360
(CWQC) 287
Short-answer Questions 363
Kaizen—Th e Practice 288
Match the Following 363
Quality Function Deployment
Discussion Questions 363
(QFD) 290
Project 364
Quality Control Circles (QCC) 293
End Notes 364
Th e Suggestion System 301
Poka-yoke 303
Quality of Work Life 305 12 Business Process Re-engineering 365
Summary 308 Introduction 365
Key Terms 310 When Is BPR Used? 366
Case Study 310 Key Concepts of BPR 366
Short-answer Questions 312 Th e 3 R’s of Re-engineering 368
Match the Following 312 Emergence of BPR 368
Discussion Questions 312 Requirements of the Re-engineering
Projects 313 Process 370
End Notes 313 Rules of BPR 371
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