Page 107 - DMGT524_TOTAL_QUALITY_MANAGEMENT

Total Quality Management Karan Arora, Lovely Professional University

Notes Unit 8: Continuous Process Improvement

CONTENTS
Objectives
Introduction

8.1 Continuous Process Improvement
8.2 The Juran Trilogy
8.3 The PDCA Cycle
8.3.1 Problem Solving Method
8.4 Kaizen

8.5 Re-engineering
8.5.1 Steps to Re-engineer the Process
8.6 Six Sigma Methodology
8.6.1 DMAIC
8.7 Summary
8.8 Keywords

8.9 Review Questions
8.10 Further Readings

Objectives

After studying this unit, you will be able to:
Define continuous process improvement.
Explain Juran Trilogy
Explain PDSA Cycle

Elaborate Kaizen
Explain Re-engineering and Six Sigma Methodology
Discuss DMAIC

Introduction

Previous unit gave you an insight on the employee involvement, various employee surveys
carried out and their empowerment. It also talked about the suggestion system and the
performance appraisal. In this unit you will study about the concept of continuous process
improvement.

Continuous improvement is a very important component of Total Quality Management.
As every product or service is the outcome of a process, the effective way to improve quality is
to improve the process used to build the product. The corollary of focusing on process is that the
focus is not on the results – results are the dependent variable. The results come from whatever
process is followed – process drives results. TQM calls this focus on process ‘management by
process’. It consists of realizing that results come from process, building a process to produce the

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