Quality Management Engineering

Continuous Improvement Techniques

QEM 2104
Lecture # 1
What is Quality? - What is Continuous Improvement?

Instructor: ____________________
January 2022
 Agenda
✓What is Quality?
✓Define Continuous Improvement (CI)
✓Continuous and Continual improvement
✓Continuous Improvement and Breakthrough Improvement.
✓Demonstrate that Total Quality Management and ISO 9000 systems
contain CI as a core element.

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 Learning Objectives
1. Define the key concepts of continuous improvement (CI)
• 1.1 Define continuous improvement
• 1.2 Distinguish between continuous and continual improvement
• 1.3 Contrast continuous improvement with breakthrough
improvement
• 1.4 Demonstrate that Total Quality Management and ISO 9000
systems contain CI as a core element
• 1.5 Make the business case that improvement must be ongoing to
keep pace with competitors and to stay in business

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 What is Quality?
Perfection
According to ASQ: Quality Consistency
can have two meanings:
1. the characteristics of a Eliminating Waste
product or service that
bear on its ability to
satisfy stated or implied Doing it right the first time
needs;
2. a product or service free Customer service and satisfaction
of deficiencies

[1] Quality Glossary - ASQ- Conformance to requirements

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 The Quality Gurus
Individuals who have been identified as making a significant contribution to
improving the quality of goods and services.

❑ Joseph M. Juran
❑ W. Edwards Deming
❑ Walter A. Shewhart
❑ Armand Feigenbaum
❑ Philip Crosby
❑ Genichi Taguchi
❑ Kaoru Ishikawa

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 Joseph M. Juran
M. Juran (1904-2008) is considered by many to be a co-founder of the 20th-
century quality movement. His quality experience began in 1924 with an
inspection job and evolved into a quality career .Like Deming, Juran was
instrumental in working with the Japanese to introduce quality concepts. In
particular, he championed quality control as a management tool rather than a
specialist’s technique.

[2] Total Quality Management - SlideShare -

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 What is Continuous Improvement?

[3] Video - What is Continuous Improvement?

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 Steve Jobs and Continuous Improvement

[4] Video - Steve Jobs about Continuous Improvement

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 Continuous Improvement is:
Improvement means “the organized creation of beneficial change”
Quality Improvement is to :
• increase income
• reduce deficiencies
Continuous Improvement is to recognize that quality improvement
is a journey with no end and that there is a need for continually
looking for new approaches for improving quality.
Continuing improvement is needed for both kinds of quality.
Customer needs and Competitive costs are the moving targets.
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 Continuous and Continual Improvement
Continual improvement is management approach consist of a set of frequently
recurring activities to enhance performance. Continual improvements can be
achieved by carrying out audits, self-assessments, and management reviews,
collecting data, analyzing information, setting objectives, and implementing
corrective and preventive actions.

Continual Improvement is more about planning and implementing strategic

programs to change the company's products, services, people and processes for
the better. While Continuous Improvement is related to the constant, daily work
practices and unceasing staff activities that are relentlessly devoted to removing
wasted effort and eliminating defective products, services and processes.

[5] Quality Help Community

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 PDCA and Improvement

[6] Continual Improvement

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 Continual Improvement of QMS

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 Continual Improvement vs. Breakthrough Improvement

[7] Managing a Consulting Firm [8] Benchmarking

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 Continuous vs. Continual vs. Breakthrough
Improvements
• There are three types of improvement.
Continuous improvement is gradual
never-ending change, whereas continual
improvement is incremental change.
Both types of improvements are what
the Japanese call Kaizen. Breakthroughs
are improvements but in one giant leap -
a step change. However, the method of
achievement is the same, but
breakthroughs tend to arise out of
chance discoveries and could take years
before being made (see illustration).
[9] EQAVET - European Quality Assurance

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 Total Quality Management (TQM)

[10] Video - TQM

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 Elements of Total Quality Management
Elements of TQM :
➢ Leadership
–Under strong top-management leadership, establish clear mid- and long-term vision and
strategies
➢ Employee involvement
–All employees assume responsibility for inspecting the quality of their work.
➢ Product/Process Excellence
–Involves product design quality and monitoring the process for continuous improvement.
➢ Continuous Improvement
➢ Customer Focus (on “Fitness for Use”)
–Design quality
• Specific characteristics of a product that determine its value in the marketplace.
–Conformance quality
• The degree to which a product meets its design specifications
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 Eight Key Elements of TQM
To be successful implementing TQM, an organization must
concentrate on the eight key elements:
✓Ethics
✓Integrity
✓Trust
✓Training
✓Teamwork
✓Leadership
✓Recognition
✓Communication
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 Results of Total Quality Management (TQM)

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 What is the Quality Management ?
Quality management ensures that an
organization, product or service is consistent.
It has four main components:
➢Quality planning,
➢Quality control,
➢Quality assurance,
➢Quality improvement .

These four components are based on Deming

Cycle PDCA

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 ISO 9000
➢The International Organization for Standardization (ISO)
➢ISO 9000 Series of Quality Standards
–An international set of standards for documenting the processes
that an organization uses to produce its goods and services.

ISO 9001 Quality Management Systems:

Requirements
ISO 9004 Quality Management Systems: Guidelines for
Performance Improvement

ISO 9000 Quality Management Systems:

Fundamentals and Standards

20 [12] ISO 900 Family Continuous Improvement techniques, Lecture # 1 Instructor's name
 The seven Quality Management principles
– ISO 9001-2015
QMP 1 - Customer focus
QMP 2 – Leadership
QMP 3 – Engagement of people
QMP 4 - Process approach
QMP 5 – Improvement
QMP 6 - Evidence-based decision making
QMP 7 - Relationship management

[13] Quality Management Principles

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 ISO 9000 Certification
➢ISO 9000 Certification
▪ First party certification—A firm audits itself.
▪ Second party certification—Customers audit their suppliers.
▪ Third party assessment—Company is assessed by outside
registrars from ASQ’s Registration Accreditation Board (RAB).
▪ ISO 9000/Q90 Registration Process
• Application to registrar
• Preliminary assessment
• Full audit

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 ISO 9000 -2015

[14] Video - Discover the new ISO 9001:2015

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 Quality management principles

➢Review this article (Mandatory):

Quality Management Principles

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 References
[1] American Society for Quality. (2021). Quality Glossary Retrieved from https://asq.org/quality-resources/quality-glossary/q

[2] Raghavendran V. (2014). Total Quality Management Module 2. SlideShare a Scribed Company Retrieved from
https://www.slideshare.net/raghavenugopal/vtu-mbatqm-12mba42-module-2

[3] Seay, D. (2013, Feb 26). Frito Lay - Continuous Improvement. [YouTube Video]. Retrieved from
https://www.youtube.com/watch?v=7Y5aozoFS1g&ab_channel=davidSeay

[4] Kaizen (2015, Aug 26). Steve Jobs on Continuous Improvement [YouTube Video]. Retrieved from
https://www.youtube.com/watch?v=Wc6bI16xuko&ab_channel=Kaizen

[5] Quality Help Community. (2013) Continual Improvement or Continuous Improvement? Retrieved from
http://quality-help.org/info/article-cip

[6] Warner, J.,Ready to Manage. (2013) Continual Improvement Retrieved from https://blog.readytomanage.com/continual-improvement/

[7] ISIXSIGMA. Managing a Consulting Firm Retrieved from https://www.isixsigma.com/topic/managing-a-consultancy-firm/

[8] Zargari, F. (2012). Benchmarking. SlideShare a Scribed Company Retrieved from https://es.slideshare.net/Hammaduddin/benchmarking-
12724350

[9] European Commission. EQAVET – European Quality Assurance in Vocational Education and Training Retrieved from
https://ec.europa.eu/social/main.jsp?catId=1536&langId=en

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 References
[10] Khan, S. (2015, Mar 23). Total Quality Management . [YouTube Video]. Retrieved from
https://www.youtube.com/watch?v=YKwcxjUnots&ab_channel=ShericeKhan

[11] Nayantara, P. ISIXSIGMA. The eight Elements of TQM Retrieved from https://www.isixsigma.com/methodology/total-quality-
management-tqm/eight-elements-tqm/

[12] ISO –International Organization of Standardization-. ISO 9000 Family. (2021). Quality Glossary Retrieved from https://www.iso.org/iso-
9001-quality-management.html

[13] ISO –International Organization of Standardization-. Quality Management Principles. (2021). Retrieved from https://www.iso.org/iso-
9001-quality-management.html

[14] ISO –International Organization of Standardization- (2015, Oct 13) . Discover the new ISO 9001:2015! [YouTube Video]. Retrieved from
https://www.youtube.com/watch?v=Lp6xP-We5yY&ab_channel=ISO

[15] ISO –International Organization of Standardization-. Quality Management Principles. (2021). Retrieved from
https://www.iso.org/publication/PUB100080.html

[16] Oakland, J.S. (2014). Total Quality Management and Operational Excellence: Text with Cases. Routledge.

[17] Oakland, John S. (3th Ed.). (2003). Total Quality Management: Text with cases. Burlington, MA: Butterworth-Heinemann.

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