Quality Management - Prof. Dr.-Ing.

Bastian Engelmann

Quality Management
L4 Quality strategies
Prof. Dr.-Ing. Bastian Engelmann

Hochschule für angewandte Wissenschaften Würzburg-Schweinfurt 1

Quality Management - Prof. Dr.-Ing. Bastian Engelmann

Agenda

¾ TQM
¾ EFQM Model and Other Quality Awards
¾ Aspects of Six Sigma

Hochschule für angewandte Wissenschaften Würzburg-Schweinfurt 2

 Quality Management - Prof. Dr.-Ing. Bastian Engelmann

Evolvement of quality during history

Quality of services

Holistic approach
(TQM)
Scope of QM

6σ
Actions in all areas Lean

Checking with
statistics

Quality control

Time
Focus Product Manufacturing Development Whole value stream Company
Characte Reaction Control Preventive Integrating Strategy
ristic

Source: Pfeifer 2007 R. Schmitt, T. Pfeifer: Qualitätsmanagement, S.42

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 Quality Management - Prof. Dr.-Ing. Bastian Engelmann

Total Quality Managements

QUALITY
TOTAL § Company quality
§ Process orientation § Work quality
Over departments and § Product quality
functions
§ Process quality
§ Customer orientation
Relationship from customer
to supplier as a partnership
T Q MANAGEMENT
§ Employee orientation CIP § Management task „quality“
Involvement of everybody - Reasonable acting
§ Society orientation § Leadership quality
Public relation by integration

M
(Act as a role model)
and involvement
- Ability to work in a
team
- Ability to develop
further
- Being tenaciuous
Source: Pfeifer 2007 CIP: Continuous improvement process
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 Quality Management - Prof. Dr.-Ing. Bastian Engelmann

Relationships within TQM

Satisfied cause Enthusiastic

investors profits customers

create require

Capable processes

form the companies image

reduce costc
Superior

Enthusiastic customers
Satisfied investors
save workplaces

products

make employees proud

Superior products
create require

Capable
processes

create require

Motivated
employees

Company
Source: Pfeifer 2007
Hochschule für angewandte Wissenschaften Würzburg-Schweinfurt 5
Quality Management - Prof. Dr.-Ing. Bastian Engelmann

Agenda

¾ TQM
¾ EFQM Model and Other Quality Awards
¾ Aspects of Six Sigma

Hochschule für angewandte Wissenschaften Würzburg-Schweinfurt 6

 Quality Management - Prof. Dr.-Ing. Bastian Engelmann

EFQM Model

Source: Pfeifer 2007

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 Quality Management - Prof. Dr.-Ing. Bastian Engelmann

Definition of EFQM- Excellence Criteria (Extract, 1/2)

Source: Pfeifer 2007

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 Quality Management - Prof. Dr.-Ing. Bastian Engelmann

Definition of EFQM- Excellence Criteria (Extract, 2/2)

Source: Pfeifer 2007

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 Quality Management - Prof. Dr.-Ing. Bastian Engelmann

Leadership Sub Criteria on the EFQM Excellence Model

Source: Pfeifer 2007

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 Quality Management - Prof. Dr.-Ing. Bastian Engelmann

RADAR Logic of the EFQM Model

Source: Pfeifer 2007

Hochschule für angewandte Wissenschaften Würzburg-Schweinfurt 11
Quality Management - Prof. Dr.-Ing. Bastian Engelmann

Agenda

¾ TQM
¾ EFQM Model and Other Quality Awards
¾ Aspects of Six Sigma

Hochschule für angewandte Wissenschaften Würzburg-Schweinfurt 12

 Quality Management - Prof. Dr.-Ing. Bastian Engelmann

Six Sigma Success Story

Source: Pfeifer 2007

Hochschule für angewandte Wissenschaften Würzburg-Schweinfurt 13
 Quality Management - Prof. Dr.-Ing. Bastian Engelmann

Evaluation of Product- and Process Quality

Source: Pfeifer 2007

Hochschule für angewandte Wissenschaften Würzburg-Schweinfurt 14
 Quality Management - Prof. Dr.-Ing. Bastian Engelmann

Why Six Sigma ?

Source: Pfeifer 2007

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 Quality Management - Prof. Dr.-Ing. Bastian Engelmann

Project Management Approach

Source: Pfeifer 2007

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 Quality Management - Prof. Dr.-Ing. Bastian Engelmann

Decision Based on Data and Facts: Sigma Level

Allowed longterm deviation

Lower Mean Upper

tolerance value tolerance

+ Standardized measure of process quality

– The meaning of the errors is not taken into account
– Not all sample distributions can be approximated by the Gaussian normal distribution
Source: Pfeifer 2007
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 Quality Management - Prof. Dr.-Ing. Bastian Engelmann

Decision Based on Data and Facts: Sigma Level

fault
% yield
free % defective
fault dpmo
1σ
F 31,00000% 69,00000% 690000 Number of
2σ
F 69,20000% 30,80000% 308000 defective units
3σ
F 93,32000% 6,68000% 66800
4σ
F 99,37900% 0,62100% 6210
σ
5F 99,97700% 0,02300% 230
6σ
F 99,99966% 0,00034% 3,4
Sigma conversion chart

dpmo:
Defects per million opportunities

Source: Pfeifer 2007

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Quality Management - Prof. Dr.-Ing. Bastian Engelmann

Exercise

¾ A company operates a call center

that takes orders for customers.
¾ Customer information is entered
in eight input fields by call center
employees in the IT system.
¾ Over a certain period, 83,934
orders are counted.
¾ 4,189 orders showed
inaccuracies in entries.

Calculate the DPMO-rate and

estimate the Sigma level.

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Quality Management - Prof. Dr.-Ing. Bastian Engelmann

Solution

fault
% yield
free % defective
fault dpmo
1σ
F 31,00000% 69,00000% 690000 Number of
2σ
F 69,20000% 30,80000% 308000 defective units 4.189 = 0,0499
3σ
F 93,32000% 6,68000% 66800 83.934

4σ
F 99,37900% 0,62100% 6210
σ
5F 99,97700% 0,02300% 230
0,0499 / 8 = 0,006238
6σ
F 99,99966% 0,00034% 3,4
Sigma conversion chart
6.238 (DPMO/ppm)

dpmo:
Defects per million opportunities 4s ~ 6.210 ppm

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 Quality Management - Prof. Dr.-Ing. Bastian Engelmann

Example for Differences Between Sigma Levels

Source: Pfeifer 2007

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 Quality Management - Prof. Dr.-Ing. Bastian Engelmann

Finding Efficient Solution Approaches

Source: Pfeifer 2007

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 Quality Management - Prof. Dr.-Ing. Bastian Engelmann

Finding Efficient Solution Approaches

Source: Pfeifer 2007

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 Quality Management - Prof. Dr.-Ing. Bastian Engelmann

Strategy and Use of Six Sigma

Source: Pfeifer 2007

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