QUALITY IMPROVEMENT
Instructor: Assoc. Prof. Dr. Do Thi Dong
OBJECTIVES
The objective of Quality Improvement Course is
to provide students with the knowledge, skills, and
tools necessary to improve quality within
organizations.
OBJECTIVES
- Understanding quality and quality improvement concepts;
- Developing quality improvement skills;
- Implementing quality management systems;
- Enhancing process efficiency and effectiveness;
- Measuring and monitoring quality performance;
- Collaborating and communicating for quality improvement;
- Applying quality improvement in specific contexts;
- Promoting a culture of quality.
CONTENTS
Week Lesson
1,2 Basics of quality (pre-test and lecture)
3,4 Fundamentals of quality improvement
5 Sources of quality improvement ideas
6 5S
7 Kaizen
8 Statistical Process Control
9 Statistical Process Control (con’t) & midterms
10 Lean 6 sigma
11 Quality management system (Guest speaker)
12 Quality improvement in service industry
13 IT use in quality improvement
14,15 Presentation of quality improvement projects by students
Readings
- Amitava Mitra (2016), Fundamentals of quality control and
improvement, Wiley, New Jersey.
- John E. Bauer, Grace L. Duffy, and Russell T. Westcott, Editors
(2006) The quality improvement handbook, USA.
- ISO (2015), ISO 9000: 2015
- ISO (2015), ISO 9001: 2015
PERFORMANCE ASSESSMENT
Participation 10%
Individual exam 20%
Quality improvement project 20%
Final exam 50%
Total 100%
Lesson 1
Basics of Quality
Instructor: Assoc. Prof. Dr. Do Thi Dong
OVERVIEW
- Quality: terms, concepts, and principles
- Benefits of quality
- Quality philosophies
Readings
- Amitava Mitra (2016), Fundamentals of quality control and
improvement, Wiley, New Jersey.
Chapter 1- 1.3- Quality
- John E. Bauer, Grace L. Duffy, and Russell T. Westcott, Editors
(2006) The quality improvement handbook, USA.
Chapter 1- Quality basics
Chapter 2- Benefits of quality
Quality: terms, concepts, and principles
DEFINITIONS OF QUALITY
Definitions
Quality is a subjective term for which each person has
his or her own definition. In technical usage, quality
can have two meanings: (1) the characteristics of a
product or service that bear on its ability to satisfy
stated or implied needs, and (2) a product or service
free of deficiencies.
Definitions
• Quality is the degree to which a set of inherent
characteristics fulfills requirements.
• Quality is conformance to requirements.
• Quality is fitness for use.
• Quality is meeting customer expectations.
• Quality is exceeding customer expectations.
• Quality is superiority to competitors.
• Quality - I’ll know it when I see it.
Quality may also be viewed from several dimensions:
• Characteristics such as reliability, maintainability, and
availability
• Drivers of quality, such as standards
• Quality of design versus quality of conformance
• Quality planning, control, and improvement
• Little q and big Q (product or functional quality versus
improvement of all organizational processes)
• Quality as an organizational strategy
Quality principles:
QUALITY PRINCIPLES
Customer focus: Organizations must focus on
understanding their customers’ needs and
requirements. Successful organizations try to
anticipate and exceed the customers’ expectations.
QUALITY PRINCIPLES
Leadership: Organizations need strong leaders to
establish common goals and direction. Effective
leaders establish open environments in which all
employees can participate in meeting their
organization’s goals.
QUALITY PRINCIPLES
Employee Involvement/ Engagement: Employees
at all levels of the organization can fully participate
and use all their skills to make the organization
successful.
QUALITY PRINCIPLES
Process Management: The most successful
organizations understand that they must manage all
their activities as processes.
Make sure these processes are well documented and
understood by everyone in the organization. Then, by
reviewing the processes regularly, you can be sure that
they are working as intended.
QUALITY PRINCIPLES
Continual Improvement: Continual improvement is
the key to long-term success and high performance.
Successful managers recognize that processes must
be reviewed and improved processes must be
reviewed and improved continuously to ensure that
their organization stays competitive.
QUALITY PRINCIPLES
Fact-Based Decisions: Organizations that base their
decisions on factual data are more likely to make the
correct decision than those that do not.
QUALITY PRINCIPLES
Relationship management: Establishing and
maintaining strong relationships with clients and
suppliers is key to better business performance.
OVERVIEW
- Quality: terms, concepts, and principles
- Benefits of quality
- Quality philosophies
BENEFITS OF QUALITY
SOCIETY
Community Employees
Suppliers Organization
Customers
BENEFITS OF QUALITY
Employees:
- High quality products and services enhance
employees’ feeling of accomplishment in
knowing they have done their jobs to the best of
their ability.
- Strengthen the security of their position by
ensuring continued work to meet the demand of
satisfied customers.
- High quality products and services sometimes
demand high prices, resulting to higher wages.
BENEFITS OF QUALITY
Employees:
- Well- documented quality systems and
processes make the employees’ job easier and
less frustrating, reduce errors, and allow
employees to grow.
- Well managed system reduces errors and risks
for employees.
- Employees benefits from the positive
organization culture that exists in high quality
organization.
BENEFITS OF QUALITY
The organization:
- The organization’s resources can be used more
productively, leading to higher profits.
- Higher quality leads to repeat orders, higher
customer satisfaction, customer retention, and
customer loyalty.
- Higher quality enables an organization to win an
enhanced reputation and competitiveness in the
market.
BENEFITS OF QUALITY
Customers
- Quality benefits customers by creating customer
satisfaction.
▪ Fewer defects mean the customer will be
more satisfied.
▪ Higher service quality makes customer’s
experience much more pleasant.
▪ Customers receive high level of personalized
customer service.
▪ Customer has fewer complaints.
BENEFITS OF QUALITY
Suppliers
- Good supplier- organization partnerships tend to
have a common characteristics:
▪ Reduced cost of inspections
▪ Less- frequent customer audits
▪ Open sharing of organization and supplier
quality information
▪ Frequent visits to both the organization’s and
the supplier’s facilities to ensure mutual
understanding of each party’s relative
responsibilities.
BENEFITS OF QUALITY
Suppliers
- Good supplier- organization partnerships tend to
have a common characteristics:
▪ Supplier shipments of materials directly to the
organization’s production line for immediate
use.
▪ Decreased expenses from cost sharing.
▪ Reduce risk to the organization because of its
ability to use the supplier’s knowledge and
skills to improve its product or service.
BENEFITS OF QUALITY
Community
- Successful employees, organizations, and
suppliers are taxpayers.
- Successful employees, organizations, and
suppliers and satisfied customers contribute to
the community by stabilizing the economy.
BENEFITS OF QUALITY
SOCIETY
Improving quality of life in communities and regions
through the use of quality principles.
OVERVIEW
- Quality: terms, concepts, and principles
- Benefits of quality
- Quality philosophies
QUALITY PHILOSOPHIES
-Readings:
+ William Edwards Deming
+ Joseph Juran
+ Philip Crosby
+ Kaoru Ishikawa
Key terms
- Quality
- Principles of quality management
- Customer focus
- Leadership
- Total involvement
- Process based management
- Continuous improvement
- Fact- based decision
- Relationship management
- Benefits of quality
