TQMStudy课件.pptx

Richard WangRichard Wang2011-2-102011-2-10TQM Total Quality Management 全面质量管理全面质量管理Study 2 of World Class OperationsStudy 2 of World Class Operations1Topics:Topics:1.1 What is TQM1.2 Goal of TQM1.3 Five Tenets of TQM1.4 Three Elements of TQM1.5 Continue Improvement1.6 Structure of TQM1.TQM Introduction2.TQM Study in Songjiang&Nanhui22023/3/61.1 What is TQM?1.1 What is TQM?Total Quality Management means that the organizations culture is defined by and supports the constant attainment of customer satisfaction through an integrated system of tools,techniques,and training.This involves the continuous improvement of organizational processes,resulting in high quality products and services.TQM是一种由顾客的需要和期望驱动的管理哲学。为了能够在最经济的水平上，并考虑到充分满足顾客要求的条件下，以质量为中心，建立在全员参与基础上,把企业内各部门的研制质量，维持质量和提高质量的活动构成为一体的一种有效的体系。Total-Made up of the wholeQuality-Degree of excellence a product or service providesManagement-Act,art or manner of planning,controlling,directing,.TQM is the art of managing the whole to achieve excellence.TQM is the art of managing the whole to achieve excellence.31.2 Goal of TQM?1.2 Goal of TQM?“Do the right things right the first time,every time.”Do the right things right the first time,every time.”At its simplest,TQM is all managers leading and facilitating all contributors in everyones two main objectives:(1)Total client satisfaction through quality products and services;(2)Continuous improvements to processes,systems,people,suppliers,partners,products,and services.41.The customer makes the ultimate determination of quality.2.Top Management must provide leadership and support for all quality initiatives.3.Preventing variability is the key to producing high quality.4.Quality goals are a moving target,thereby requiring a commitment toward continuous improvement.5.Improving quality requires the establishment of effective metrics.We must speak with data and facts not just opinions.1.3 Basic Tenets of TQM1.3 Basic Tenets of TQM1.以顾客为中心2.领导的作用3.全员参与4.过程方法5.系统方法6.持续改进7.基于事实的决策8.互利的供方关系 51.4 Three Elements of TQM1.4 Three Elements of TQMCountingCountingCountingCustomersCustomersCustomersCultureCultureCultureTools,techniques,and training in their use for analyzing,Tools,techniques,and training in their use for analyzing,understanding,and solving quality problemsunderstanding,and solving quality problemsQuality for the customer as a driving force and central concern.Quality for the customer as a driving force and central concern.Shared values and beliefs,expressed by leaders,that Shared values and beliefs,expressed by leaders,that define and support quality.define and support quality.61.5 Continuous Improvement versus Traditional Approach1.5 Continuous Improvement versus Traditional ApproachMarket-share focusIndividualsFocus on who”and“why”Short-term focusStatus quo focusProduct focusInnovationFire fightingCustomer focusCross-functional teamsFocus on“what”and“how”Long-term focusContinuous improvementProcess improvement focusIncremental improvementsProblem solvingTraditional ApproachContinuous Improvement71.6 Structure of TQM1.6 Structure of TQMCustomerCustomerFocusFocusProcessProcessImprovementImprovementTotalTotalInvolvementInvolvementLeadershipLeadershipEducation and Training Supportive Education and Training Supportive structurestructureCommunications Reward and recognitionCommunications Reward and recognitionMeasurementMeasurementContinuousContinuousImprovementImprovementObjectiveObjectivePrinciplesPrinciplesElementsElements82.1 Customer-Driven Quality2.1 Customer-Driven QualityQuality of Product92023/3/62.12 A TQM Culture2.12 A TQM CultureWhen Facing Challenge When Facing Challenge PerformanceProductProcessPeoplePhilosophy1.Having A Mission PhilosophyLeader2.Develop A Teamwork PeopleManager3.Create A Effective ProcessSupervisor4.Making A Quality ProductOperator5.Award A Great PerformanceLeaderA Brave HeartFacing the TroubleA Smart HeadThinking the SolutionA Quick HandFix the Problem102.13 Richards Words2.13 Richards WordsBe Professional and Be PatientTake the Trouble to MePush the Successful to AllEnjoy Mistake But Dont RepeatDecision After DiscussionSmall Steps cause Big ChangeBig Vision and Detail PerfectKeep Self in DifficultDo It Better Once Love ItRepeat To InnovateOperator is A ChildQuality is A CultureLess Control is A Control兢业与耐心揽过推功领悟失败讨论决定小步成巨变远景与踏实信念保持热爱事业重复到创新工人是孩子质量是文化少控制是管理112.14 TQM Training Assessment2.14 TQM Training AssessmentTQM的原则是非判断以顾客为中心领导的作用全员参与关注过程方法建立系统方法持续改进基于事实的决策互利的供方关系以经验为依据12TQM StudyProcess Management in Operations Process Management in Operations SongJiang&NanHui 2007-2011SongJiang&NanHui 2007-2011Richard WangRichard Wang2011.2.162011.2.1613TQM StudyTQM StudyTQM StructureTQM Structure1.Leadership in TQM1.Leadership in TQM2.Education in TQM 2.Education in TQM 3.Control in TQM3.Control in TQMTQM CultureTQM Culture4.Measure in TQM4.Measure in TQM14TQM StructureTQM Structure 1.Leadership1.Leadership2.Education2.Education3.Control3.Control4.Measure4.Measure1.1 Quality Vision1.1 Quality Vision1.3 Quality Award1.3 Quality Award1.4 Six Sigma1.4 Six Sigma2.5 Visual Factory2.5 Visual Factory2.2 Job Training2.2 Job Training2.1 Q-Training2.1 Q-Training2.3 Assessment2.3 Assessment2.4 Documents2.4 Documents2.6 Pest Control 2.6 Pest Control 1.5 QM Meeting1.5 QM Meeting3.1 Vendor Mgt3.1 Vendor Mgt3.2 Deviation3.2 Deviation3.3 Complaint3.3 Complaint3.4 Goods Return3.4 Goods Return3.5 PID(MOC)3.5 PID(MOC)3.6 Online QC3.6 Online QC3.7 Online WO3.7 Online WO2.7 TQM Audit2.7 TQM Audit4.1 TQM Ratio4.1 TQM Ratio4.2 Qualify Ratio4.2 Qualify Ratio4.3 RFT Ratio4.3 RFT Ratio4.4 COPQ Study4.4 COPQ Study4.5 SPC Study4.5 SPC Study4.6 Lab Control4.6 Lab Control4.7 Scrap Analysis4.7 Scrap Analysis1.2 Quality Target1.2 Quality Target1.6 Communication 1.6 Communication 1.7 Visit Level 1.7 Visit Level TQMTQM152023/3/61.Leadership1.Leadership2.Education3.Control4.Measure1.1 Quality Vision1.1 Quality VisionQuality Vision under Henkel Winning Culture and Vision Value1.2 Quality Target1.2 Quality TargetHigh standard quality targets both long term and short term.1.3 Quality Award1.3 Quality AwardTo motivate teams contribution on quality improvement1.4 Six Sigma1.4 Six SigmaContinue quality improvement by study deeper and deeper1.5 Quality Meeting1.5 Quality MeetingRegularly review the quality performance1.6 Communication1.6 CommunicationQuality communication from top to base line1.7 Visit Level1.7 Visit LevelKeep visit level any time to create a clean working space1.Leadership in TQM1.Leadership in TQM161.Leadership1.Leadership1.1 Vision1.1 VisionA System PlantA System PlantProcess MgtProcess Mgt200720072008200820092009A Culture PlantA Culture PlantTQM+OEE+RCTQM+OEE+RC201020102011201120122012SongjiangSongjiangNanhuiNanhui 2.Education3.Control4.Measure171.1 Winning Culture&VIVA Workshop1.1 Winning Culture&VIVA Workshop1.Leadership1.Leadership2.Education3.Control4.Measure20092009SongJiangSongJiang20102010NanHuiNanHui181.2 Quality Target1.2 Quality TargetSongjiang20082009201020112012TQM%97.5%99.2%99.4%99.6%99.7%QAKE Audit%83%86%90%92%93%Customer Complaint0.40%0.30%0.20%0.15%0.10%Quality Cost(KRMB)957400300200100Inventory Days4030252220Inventory/NES%-8.0%7.0%6.0%5.0%Service Level(OTIF)94%75%85%90%95%1.Leadership1.Leadership2.Education3.Control4.MeasureNanHui2010201120122013VisionService Level%80858890+10Just In Time%92949698+6LT Fulfillment%94959697+3TQM Rate%99.299.499.699.7+0.5Complaint Rate%0.130.120.110.10-0.10COPQ of NES%0.60.50.40.3-0.3192023/3/61.3 Quality(MR)Award in Songjiang1.3 Quality(MR)Award in Songjiang 1.Leadership1.Leadership2.Education3.Control4.Measure202023/3/61.3 Quality(MR)Award in NanHui1.3 Quality(MR)Award in NanHui 1.Leadership1.Leadership2.Education3.Control4.Measure212023/3/61.4 Six Sigma Implement in Songjiang1.4 Six Sigma Implement in Songjiang1.Leadership1.Leadership2.Education3.Control4.Measure222023/3/6Davy QinBen ChengLu DongQingSugar GengKnight XuLin ShunLi1.4 Six Sigma Implement in Songjiang1.4 Six Sigma Implement in Songjiang1.Leadership1.Leadership2.Education3.Control4.Measure231.5 Quality Meeting Both SongJiang&NanHui1.5 Quality Meeting Both SongJiang&NanHui1.Leadership1.Leadership2.Education3.Control4.Measure241.6 Communication:Town Hall Monthly in NanHui1.6 Communication:Town Hall Monthly in NanHui持续改进持续改进 Continue Improvement -Town Hall Communication Continue Improvement -Town Hall Communication 员工沟通员工沟通1.Leadership1.Leadership2.Education3.Control4.Measure252023/3/61.7 Keep Visit Level Anytime1.7 Keep Visit Level AnytimeTarget 20121.Leadership1.Leadership2.Education3.Control4.Measure262023/3/61.7 Keep Visit Level Anytime1.7 Keep Visit Level Anytime1.Leadership1.Leadership2.Education3.Control4.Measure272023/3/62.1 Q-Training2.1 Q-TrainingTraining Plan,Training record,Training material,Trainer center2.2 Job Training2.2 Job TrainingOn job training for operator and new employee2.3 Assessment2.3 AssessmentBehavior and skillful assessment for operator2.4 Document2.4 DocumentQEHS Manual,Procedure,Working Instruction,Record2.5 Visual Factory2.5 Visual FactoryMonthly report of site operations2.6 Pest Control2.6 Pest ControlSpecial behavior changing for all employee2.7 TQM Audit2.7 TQM AuditFinding the opportunity to improve2.Education in TQM2.Education in TQM1.Leadership2.Education2.Education3.Control4.Measure282.1 Trainer Center in SongJiang2.1 Trainer Center in SongJiang1.Leadership2.Education2.Education3.Control4.Measure292.1 Q-Training Plan Both SongJiang&NanHui2.1 Q-Training Plan Both SongJiang&NanHui1.Leadership2.Education2.Education3.Control4.Measure302.1 Q-Training Both SongJiang&NanHui2.1 Q-Training Both SongJiang&NanHui1.Leadership2.Education2.Education3.Control4.Measure312.2 Job Training in SongJiang2.2 Job Training in SongJiang1.Leadership2.Education2.Education3.Control4.Measure322.2 Job Training in SongJiang2.2 Job Training in SongJiangGrowing Operators as Children.they are the quality makers.Growing Operators as Children.they are the quality makers.1.Leadership2.Education2.Education3.Control4.Measure332.3 Operator Assessment in SongJiang&NanHui2.3 Operator Assessment in SongJiang&NanHui1.Leadership2.Education2.Education3.Control4.Measure342.4 QEHS Documents in SongJiang2.4 QEHS Documents in SongJiang1.Leadership2.Education2.Education3.Process4.Measure352.4 QEHS Documents in SongJiang2.4 QEHS Documents in SongJiang1.Leadership2.Education2.Education3.Process4.Measure362.5 Visual Factory Both SongJiang&NanHui2.5 Visual Factory Both SongJiang&NanHui1.Leadership2.Education2.Education3.Control4.Measure372.6 Pest Control in SongJiang2.6 Pest Control in SongJiang1.Leadership2.Education2.Education3.Control4.Measure382.6 Pest Control in SongJiang2.6 Pest Control in SongJiang1.Leadership2.Education2.Education3.Control4.Measure392023/3/62.7 TQM Audit in SongJiang2.7 TQM Audit in SongJiang1.Leadership2.Education2.Education3.Control4.Measure402.7 Process Audit in SongJiang2.7 Process Audit in SongJiang1.Leadership2.Education2.Education3.Control4.Measure413.1 Vendor Management3.1 Vendor ManagementQuality control from select qualify vendor3.2 Deviation Control3.2 Deviation ControlQuality control within Henkel operation process3.3 Customer Complaint3.3 Customer ComplaintQuick and Right feedback to customer and action follow up3.4 Goods Return3.4 Goods ReturnQEHS Manual,Procedure,Working Instruction,Record3.5 PID Control3.5 PID ControlQuality control from new Product,RM,Process Change.3.6 Online QC3.6 Online QCTest record in first time to net work within operation.3.7 Online Production3.7 Online ProductionBatch Record in first time to net work within operation.3.Control in TQM3.Control in TQM1.Leadership2.Education3.Control3.Control4.Measure421.Leadership2.Education3.Control3.Control4.Measure3.Control By Process Driven3.Control By Process Driven433.1 Vendor Improvement Both SongJiang&NanHui3.1 Vendor Improvement Both SongJiang&NanHui1.Leadership2.Education3.Control3.Control4.Measure443.2 Deviation Control Both SongJiang&NanHui3.2 Deviation Control Both SongJiang&NanHui1.Leadership2.Education3.Control3.Control4.Measure453.3 Customer Complaint Both SongJiang&NanHui3.3 Customer Complaint Both SongJiang&NanHui1.Leadership2.Education3.Control3.Control4.Measure463.4 Goods Return Both SongJiang&NanHui3.4 Goods Return Both SongJiang&NanHui1.Leadership2.Education3.Control3.Control4.Measure473.5 Product Improvement&Development3.5 Product Improvement&Development1.Leadership2.Education3.Control3.Control4.Measure483.6 QC Online Test in SongJiang3.6 QC Online Test in SongJiang1.Leadership2.Education3.Control3.Control4.Measure493.6 QC Online Test in SongJiang3.6 QC Online Test in SongJiang1.Leadership2.Education3.Control3.Control4.Measure503.6 COA in SongJiang3.6 COA in SongJiang1.Leadership2.Education3.Control3.Control4.Measure513.6 QC Online Test in NanHui3.6 QC Online Test in NanHui1.Leadership2.Education3.Control3.Control4.Measure523.6 QC Online Test in NanHui3.6 QC Online Test in NanHui1.Leadership2.Education3.Control3.Control4.Measure533.6 Quality Tracing in NanHui3.6 Quality Tracing in NanHui1.Leadership2.Education3.Control3.Control4.Measure543.6 COA in NanHui3.6 COA in NanHui1.Leadership2.Education3.Control3.Control4.Measure553.7 Online WO Record in SongJiang3.7 Online WO Record in SongJiang1.Leadership2.Education3.Control3.Control4.Measure561.Leadership2.Education3.Control3.Control4.Measure3.7 Online WO Record in SongJiang3.7 Online WO Record in SongJiang571.Leadership2.Education3.Control3.Control4.Measure3.7 Online WO Record in NanHui3.7 Online WO Record in NanHui584.1 TQM Ratio4.1 TQM RatioA creative measurement for zero defect conception.By quantity,By Batches,By Value4.2 Qualify Ratio4.2 Qualify RatioTo measure finish product quality ratio,By quantity,By Batches,By Value4.3 RFT Ratio4.3 RFT RatioTo measure batch process control level4.4 COPQ Study4.4 COPQ StudyTo study direct and indirect cost loss due to poor quality.4.5 SPC Study4.5 SPC StudyTo study the best control point in process to improve quality4.6 Lab Control4.6 Lab ControlQuality control need to have an effective eyes.4.7 Scrap Analysis4.7 Scrap AnalysisTake responsible action to owner after quality loss learning4.Measure in TQM4.Measure in TQM1.Leadership2.Education3.Control4.Measure4.Measure594.Zero Defect Concept Quality4.Zero Defect Concept QualityFocus:Quality of Product1.Leadership2.Education3.Control4.Measure4.Measure602023/3/61.Leadership2.Education3.Control4.Measure4.Measure4.Measure by Data Driven4.Measure by Data Driven614.1 TQM in SongJiang4.1 TQM in SongJiang1.Leadership2.Education3.Control4.Measure4.Measure624.1 TQM Measure in NanHui4.1 TQM Measure in NanHui1.Leadership2.Education3.Control4.Measure4.Measure634.2 Qualify Measure in SongJiang&NanHui4.2 Qualify Measure in SongJiang&NanHui1.Leadership2.Education3.Control4.Measure4.Measure644.3 RFT Measure in SongJiang&NanHui4.3 RFT Measure in SongJiang&NanHui1.Leadership2.Education3.Control4.Measure4.Measure654.4 COPQ Study4.4 COPQ Study1.Leadership2.Education3.Control4.Measure4.Measure66