DEMING PPT

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Deming 14 principle in cyber cafe business

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PRODUCTION & QUALITY MANAGEMENT PQM

GROUP MEMBER 2:

GROUP MEMBER 2 Abhijeet (645) Sandesh (655) Chintan (659) Sandeep (684) Pooja (681) Rohit (682) Sekhar (635)

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Quality management refers to systematic policies, methods, and procedures used to ensure that goods and services are produced with appropriate levels of quality to meet the needs of customers. Organizations today integrate quality principles into their management systems using tools such as Total Quality Management (TQM), Six Sigma, and Lean Operating Systems .

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Historical uses of quality management include the precision involved in building of Egyptian pyramids, interchangeable parts during Industrial Revolution, and statistical tools used for quality control during World War II. Dr. Joseph Juran and Dr. W. Edwards Deming were pioneers in the field (more later on these two quality gurus). The Japanese integrated quality ideas and methods throughout their organizations and developed a culture of continuous improvement. A Brief History of Quality Management

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Understanding Quality Quality can be a confusing concept, partly because people view quality in relation to differing criteria based on their individual roles in the value chain, such as: perfection, delighting or pleasing the customer, eliminating waste, doing it right the first time, and/or consistency.

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Understanding Quality Fitness for use is the ability of a good or service to meet customer needs. Quality of conformance is the extent to which a process is able to deliver output that confirms to design specifications. Specifications are targets and tolerances determined by designers of goods and services.

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Understanding Quality Quality Control means ensuring consistency in processes to achieve conformance. Service Quality is consistently meeting or exceeding customer expectations (external focus) and service delivery system performance criteria (internal focus) during all service encounters.

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Understanding Quality Principles of Total Quality A focus on customers and stakeholders, A process focus supported by continuous improvement and learning, and Participation and teamwork by everyone in the organization.

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W. Edwards Deming Focus on bringing about improvements in product and service quality by reducing uncertainty and variability in goods and services design and associated processes (the beginning of his ideas in 1920s and 1930s). Higher quality leads to higher productivity and lower costs. Deming Quality chain reaction Deming Cycle – Plan, Do, Study, and Act. “ 14 Points ” management philosophy.

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Main architect for introducing Total Quality into Japan Born 1900 Graduated in Electrical Engineering PhD in mathematical physics Became statistician for US govt. Sent by US govt. to Japan after WWII to advise on Japanese census. Deming’s Background W. Edwards Deming

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Quality is about people, not products Suggested quality concept for designing product Management need to understand nature of variation and how to interpret statistical data Promoted importance of leadership 85% of production faults responsibility of management, not workers Enumerated a 14-point management philosophy Deming’s Philosophy

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Deming’s Quality Chain Reaction

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Plan: study current situation Do: implement plan on trial basis Study: determine if trial is working correctly Act: standardize improvements The Deming Cycle

COMPANY PROFILE:

COMPANY PROFILE Founded in 2007,april 4 Founded by :Mrs. Neha Dixit Approved by ministry of corporate affairs Business of cyber café cum educational institute. TATA is their internet service provider. Work in 2 shifts- 9 to 6 pm & 6 to 10 pm Work force involves 2 administration And 9 faculties .

services:

services Internet surfing Scanning Print-colour and black & white Educational institute :provide training in various courses like D.C.A , TALLY ,D.T.P,SHARE TRADING ,C++ ,H.T.M.L etc Giving guidance in selling & buying of shares

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APPLICATION OF DEMING’S PRINCIPLE AT

Create constancy of purpose for continual improvement of products :

Create constancy of purpose for continual improvement of products Institute is a up gradation process. In cyber café they regular updated the cpu’s & monitors. And for the class purpose they are still negotiating for a new range of hardware & software PRINCIPLE 1

Adopt the new philosophy of prevention. Make fewer mistake, delays and defective workmanship:

Adopt the new philosophy of prevention. Make fewer mistake, delays and defective workmanship PRINCIPLE 2 Complain register book Small organization-Easier to co ntrol

Cease dependence on mass inspection to achieve quality. Quality should be in built in the system. Prevent defects instead of detecting defects. :

Cease dependence on mass inspection to achieve quality. Quality should be in built in the system. Prevent defects instead of detecting defects. All the work is done under administrator which supervise the work done by all faculties and gives suggestions. PRINCIPLE 3

End the practice of awarding business on the basis of a price tag. Select a few suppliers on meaningful measures along with price (select a few suppliers based on quality). :

End the practice of awarding business on the basis of a price tag. Select a few suppliers on meaningful measures along with price (select a few suppliers based on quality). They strictly follow this principle. Tata is their broad band supplier franchisee lakshay solutions. They are associated with TATA for quite few years and it has been providing a very good service. PRINCIPLE 4

Improve constantly and for every process. It is the management’s job to work constantly in the system. :

Improve constantly and for every process. It is the management’s job to work constantly in the system. Deskjet printer laser printer 284 kbps 1 mbps Study material for their courses. PRINCIPLE 5

Institute modern methods of training on the job. :

Institute modern methods of training on the job. On the job training is an important respect in their organization. Experienced trainee is provided to new faculties. PRINCIPLE 6

The responsibility of worker is to change from sheer numbers to quality. This will automatically improve productivity. :

The responsibility of worker is to change from sheer numbers to quality. This will automatically improve productivity. Receptionist by filling online form, uploading sign , photograph of trouble customers at free of cost. Employee focus on customer satisfaction rather than maximizing sales. PRINCIPLE 7

Drive out fear, so that everyone may work effectively for the company:

Drive out fear, so that everyone may work effectively for the company Lots of pressure on mind of employee because of more quantity of work. Stressful job: different types of people coming for enrolling for courses and managing them is difficult. PRINCIPLE 8

Break down barriers between departments and staff. Make cross functional teams. :

Break down barriers between departments and staff. Make cross functional teams. It is a small firm. 2 shifts ; day 9 to 6 pm – 3 faculties & 1 admin. evening 6 to 10 pm – 3 faculties & 1 admin. PRINCIPLE 9

Eliminate slogans, exhortations, and targets for the work. :

Eliminate slogans, exhortations, and targets for the work. Courses are fixed period like 1 or 3 months. And they have to complete their courses within the period. PRINCIPLE 10

Remove numerical quotas for the work force and numerical goals for management:

Remove numerical quotas for the work force and numerical goals for management They manage by continuous improvement not arbitrary goal . They don’t specify on a set of goal. PRINCIPLE 11

Remove barriers that rob people in management of their pride of workmanship. Eliminate the annual rating or merit system. Enhance workers pride. :

Remove barriers that rob people in management of their pride of workmanship. Eliminate the annual rating or merit system. Enhance workers pride. The rating is done on basis of performance and the remuneration is increased on basis of that. Performance is appraisal on the basis of achievement of targets. PRINCIPLE 12

Institute a vigorous program of education and self-improvement for everyone:

Institute a vigorous program of education and self-improvement for everyone Not required because the training is provided for employee on the job only. PRINCIPLE 13

Put everybody in the company to work to accomplish the transformation (Just do it!). :

Put everybody in the company to work to accomplish the transformation (Just do it!). There is a good understanding between all employees and there is an emotional relationship. Also coordination & communication is better among them and all work together for quality transformation. PRINCIPLE 14

Conclusion:

Conclusion Out of 14 -- 9 are approved and 5 are not approved. The company should try to keep educational programmers for it faculties. The company should also give some liberty to their faculties.

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Thank you