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FUNDAMENTALS OF QUALITY

QUALITY GURUS

DEMING CYCLE

KANBAN

STAGES OF QUALITY CIRCLES

5´s

BASICS OF CUSTOMER SERVICE

POKA YOKE

FLOW CHART

PARETO CHART

JUST IN TIME

kaizen

CUSTOMER SERVICE

Quality Dimensions

PERCEIVED QUALITY

STAGES OF QUALITY

REQUESTED QUALITY

TOTAL QUALITY

Performance, reliability, Conformity to Design, Aesthetics and Perceived quality

the quality it has a service or product according to perception of client. is a criterion subjective and has no why coincide with the actual quality.

Handcrafted, From Industrialization, Of inspection, control statistician of process, Assurance of the Quality, Improvement keep going

It is related to the quality that the customer demands, if supplemented with expected quality and quality executed

The goal is to satisfy the needs of a interest group. customer orientation and leadership. Management processes and events. Development of alliances and social responsability

William Deming

Kaoru Ishikawa

Joseph Juran

Phil Crosby

Shingeo Shingo

Genichi Taguchi

Armand V. Feigenbaum

The most important contribution of Dr. Deming were his famous 14 principles for transform management into organizations, which allows understand how the things and what provides quality in a organization

The creation of Diagram of Ishikawa, what help millions from professionals to daily to improve quality in their Business.

Founder of the Juran Institute, his contribution was the call Quality Management Total Japanese and her name figure in the pantheon more important of the experts that transformed the concept of quality in a of the key forces of the business

Phillip's contribution Crosby to management quality sums up in his exhortation to that organizations work to achieve zero goal defects

Shingo arrived at the conclusion that the Statistical Control of the quality was not necessary to get zero defects, but it was enough the poka yoke app and Inspection at the Source, this being the basis of Zero Quality Control

The application of statistics, engineering for cost reduction, improvement of approaches engineering for design products and processes manufacturing.

3 great ones are recognized contributions: the concept of “total quality” that the japanese picked up as Total Quality Control (TQC), promotion international ethics of the quality and cost classification of quality

The Deming cycle is a system that seeks the constant optimization of the business activities through four stages. Once you get to the last stage, the company must return to begin, thus promoting a continuous self-assessment that allows identify opportunities for improvement in each process.

The Kanban methodology is implement through boards kanban. It is a visual method project management that allows teams to visualize their workflows work and workload. In a Kanban board, work is displayed in a dashboard project organized by columns.

Formation of the structure support organization.

Design of the methodology to be applied

Training of facilitators.

Identification and selection of priority issues

Launch of the first Circles

The circles must have a support structure, integrated into the quality department, which provides methodological advice, defines physical and human means, plan and executes the formation of the facilitators and follow up of the implementation

define a series of rules and conditions that will be broadcast to all the organization. Each company must define its protocol operation for the CC according to your culture and goals.

The facilitators should be people with experience and prestige in the company, whose work in this field is to guide and motivate the circles during their developing. The facilitator must be always present at meetings watching over its beginning and end in time and form

One of the common mistakes in implementation of a new model management is trying to cover too much at first. Therefore, in a first stage, priority topics are chosen, or small areas of the company, in where to start applying the methodology

Defined the methodology that will govern the meetings, held institutional declaration of the Direction and selected areas with which to start, will invite participation in the first circles, with character volunteer.

1-.SEIRI – CLASIFICATIÓN

2-. SEITON – ORDER

3-. SEISO – CLEAN

4-.SEIKETSU – STANDARIZATIÓN

5-. SHITSUKE – DISCIPLINE

It consists of identifying and separating the necessary materials of unnecessary ones and getting rid of the latter.

It is about establishing the way in which the materials must be located and identified necessary, so that it is easy and quick to find, use and replenish them

Based on identifying and eliminating sources of dirt, ensuring that all means are always in perfect condition

The objective is to easily distinguish a normal situation from an abnormal one, through simple and visible rules for all, giving rise to a visual control.

It consists of working permanently according to the established norms.

Nature and quality of services

Concept of service and characteristics

The improvement of service quality is based on the fact that that it can be observed and measured; Your goal is to exceed the customer expectations through a positive approach to quality, that tends to reduce complaints about bad service to zero

A service is an activity or series of activities carried out by a provider for the purpose of purpose of satisfying a specific customer need, its basic characteristics are the intangibility, heterogeneity, inseparability and perishability.

The poka-yoke method is a Japanese technique used to prevent errors in a company's operations. Its translation means "error-proof" or "avoid inadvertent errors." Its creation was in 1960 at the Toyota factory in Japan by the engineer Shigeo Shingo

graphically represents the steps and the decisions that are made to carry out out a process. Whether you don't have experience creating diagrams of flow or that you are a professional expert, our diagram maker free stream has everything you you need to graph any type of process

There are four types of flowchart based on to the mode of its representation: HORIZONTAL. It goes from right to left, according to the order of the reading. VERTICAL. It goes from top to bottom as an ordered list. PANORAMIC. They allow you to see the entire process in one sheet, using the vertical model and the horizontal. ARCHITECTURAL. represents a work itinerary or a work area

Pareto diagrams reflect the ordered frequency counts of values of the different levels of a categorical or nominal variable. These diagrams are based on the 80/20 rule. This rule holds that approximately 80% of the problems stem from 20% of the causes.

It is also known as the closed curve or A-B-C distribution and receives its name in honor of the economist Vilfredo Pareto who made several contributions to statistics, probability and distribution, such as Pareto efficiency and the Principle of Pareto (from which the Pareto diagram is derived).

It is a methodology originally created for the organization of production whose objective is to count only with the necessary amount of product

It is a system of simple definition, but of complex application since it requires a great coordination and organization between all the elements that interact in the supply chain.

The Kaizen method originated in Japan, after World War II, as a reaction to the strong social crisis and economy that plagued the country at that time

The purpose of the Kaizen methodology is to achieve goals and objectives gradually and continuously (that is, say, without interruptions). Those losses of time that can be generated by a poor management of production processes.

It is a set of strategies and actions that seek to improve customer service, as well as the relationship between the consumer and the brand.

The key to that support is building good relationships and a positive environment, helpful and friendly, ensuring customers leave with a good impression.