Lecture 29 - Total Quality Management. The contents of this chapter include all of the following: Why quality is important, What is quality, dimensions of quality, why improve quality, statistical quality control, understanding variations, statistical process control, process capability, three sigma vs. six sigma, process control, data types. | Lecture 29 Total Quality Management Books Introduction to Materials Management, Sixth Edition, J. R. Tony Arnold, ., CFPIM, CIRM, Fleming College, Emeritus, Stephen N. Chapman, ., CFPIM, North Carolina State University, Lloyd M. Clive, ., CFPIM, Fleming College Operations Management for Competitive Advantage, 11th Edition, by Chase, Jacobs, and Aquilano, 2005, .: McGraw-Hill/Irwin. Operations Management, 11/E, Jay Heizer, Texas Lutheran University, Barry Render, Graduate School of Business, Rollins College, Prentice Hall Objectives Why quality is important What is quality Dimensions of Quality Why improve quality Statistical quality control Understanding variations Statistical process control Process capability Three sigma vs. six sigma Process control Data types Orlando Utilities Commission Maintenance of power generating plants Every year each plant is taken off-line for 1-3 weeks maintenance Every three years each plant is taken off-line for 6-8 weeks for complete . | Lecture 29 Total Quality Management Books Introduction to Materials Management, Sixth Edition, J. R. Tony Arnold, ., CFPIM, CIRM, Fleming College, Emeritus, Stephen N. Chapman, ., CFPIM, North Carolina State University, Lloyd M. Clive, ., CFPIM, Fleming College Operations Management for Competitive Advantage, 11th Edition, by Chase, Jacobs, and Aquilano, 2005, .: McGraw-Hill/Irwin. Operations Management, 11/E, Jay Heizer, Texas Lutheran University, Barry Render, Graduate School of Business, Rollins College, Prentice Hall Objectives Why quality is important What is quality Dimensions of Quality Why improve quality Statistical quality control Understanding variations Statistical process control Process capability Three sigma vs. six sigma Process control Data types Orlando Utilities Commission Maintenance of power generating plants Every year each plant is taken off-line for 1-3 weeks maintenance Every three years each plant is taken off-line for 6-8 weeks for complete overhaul and turbine inspection Each overhaul has 1,800 tasks and requires 72,000 labor hours OUC performs over 12,000 maintenance tasks each year 3 Orlando Utilities Commission Every day a plant is down costs OUC $110,000 Unexpected outages cost between $350,000 and $600,000 per day Preventive maintenance discovered a cracked rotor blade which could have destroyed a $27 million piece of equipment 4 Why Quality is Important Costs and market share Company’s reputation Product liability International implications What is Quality? Conformance to requirements? Zero defects? Fitness for use? Consistency? “I can’t define it, but I know it when I see it”? Garvin’s 8 Dimensions of Quality Dimension Meaning Performance Primary operating characteristics. Features Secondary operating characteristics, added touches. Reliability Extent of failure free operation. Durability Amount of use before replacement is preferable to repair. Consistency Uniformity around a target Serviceability Resolution of .
