Quality Management for Operational Excellence

Explore quality management tools and strategies to design, control, and improve your products and services to achieve operational excellence.

Introduction

• Quality management: Essential for operational excellence

1. Basic Quality Concepts

• Definition of quality
• Quality and the bottom line
• Variation impacts quality
• Error-proofing and quality
• Quality at the source
• Cost of quality (COQ)
• Quality planning, control, and improvement

2. Quality Planning

• Voice of the Customer (VOC)
• The Kano model
• Quality Function Deployment (QFD)
• QFD customer requirements flow down
• Design for Six Sigma
• Design FMEA
• Reliability and quality
• Availability and maintainability
• Design for manufacturability

3. Quality Control

• What is quality control?
• Quality metrics
• Measurement systems evaluation
• Process capability
• Process control
• Statistical process control (SPC)
• Process control vs. process capability
• Inspections, testing, and audits

4. Quality Improvement

• Project-by-project improvement
• Root cause analysis
• Six Sigma DMAIC
• Supplier quality management
• Quality management system (QMS)

Conclusion

• Enable, empower, and encourage
• Next steps