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31 Cards in this Set
- Front
- Back
- 3rd side (hint)
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The sixth and final concept of Total Quality Management |
Performance Measures |
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Plays an important part in the overall success or failure of a business organization |
Performance Measures |
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Tool that helps easier understanding, managing and improving organizational activities |
Performance Measures |
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-is not just a process concerning data collection with predetermined goal or standard but an overall management system involving prevention and detection aimed at achieving conformance of product or service to customer’s requirements. |
Performance Measurement |
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PLAN PHASE |
1. Identify possible measures2. Select right measure – considering cost and importance3. Senior management approval for planned measure |
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- Collection of data as per approved procedures on a pilot basis |
DO PHASE |
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CHECK PHASE |
1. Counter checking results through other means 2. Comparing feedbacks 3. Making analysis to validate methodology adopted |
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ACT PHASE |
Confirming the measures Adopting or rejecting measures |
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is one of the effective approaches in planning and improving performance measurement in the organization |
PDCA |
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Example Measures |
CSI Cost of scrap/rework No. of design changes ESI Cost of incoming inspection No. of invoices with errors |
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responsible for formulating strategy for measuring |
Quality council |
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Measures which address multiple issues and multiple questions |
Product quality Process cycle time Product delivery quality Process cost Customer satisfaction Employee satisfaction |
PPPPCE |
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a very detailed activity to which each measure should be clearly |
Define measure |
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the measure should become internal part of the process |
Integrating with Process |
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7 QC Tools for Performance Measurement and Analysis |
Process Flow Chart Cause and Effect Diagram Pareto Diagram Control charts Check sheet Scatter Diagram Histogram |
PCPCCSH |
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used for selecting and defining measures |
Process flow chart |
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used for carrying out brainstorming to select measures and discuss poor performance as revealed by the measures |
Cause and effect diagram |
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identify a few vital causes which contribute either to success or failure |
Pareto Diagram |
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used in capability studies in critical processes |
Control charts |
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used for data collection |
Check sheets and checklist |
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deciding if there is correlation between two values of two variables |
Scatter Diagram |
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used to determine whether the output of the measure is distributed approximately normally |
Histogram |
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Objectives of Performance Measurements |
Assess performance against goals Achieving the goals Communicate goals Improve process by stimulating improvements and innovation Feedback |
AACIF |
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is very much in the ongoing tradition of quality control. |
Six sigma |
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Goal of six sigma |
Dramatic process improvement |
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is an innovative approach to continuous process improvement and a TQM methodology. |
Six sigma |
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refers to a measure of process consistency and aims at achieving the same. |
Six sigma |
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is a methodology for improving process. |
Six sigma |
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Two process performance limits |
Statistical Control limits Specification limits |
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is a data-driven method used to systematically improve the process |
DMAIC |
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refers to the product or service characteristics, which are defined by the customer. They are the key measurable characteristics whose performance standards should be met. |
CTQ (critical to quality) |
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