Table Of ContentCIP_FM.qxd 8/22/2007 6:57 PM Page i
Continual Improvement
Process
CIP_FM.qxd 8/22/2007 6:57 PM Page ii
This page is intentionally left blank.
CIP_FM.qxd 8/22/2007 6:57 PM Page iii
Continual Improvement
Process
N. S. Sreenivasan
Former Head, SQC & OR Unit,
Indian Statistical Institute,
Bangalore
V. Narayana
Former Head, SQC & OR Unit,
Indian Statistical Institute,
Hyderabad
CIP_FM.qxd 8/22/2007 6:57 PM Page iv
Copyright © 2008 Dorling Kindersley (India) Pvt. Ltd.
Licensees of Pearson Education in South Asia
No part of this eBook may be used or reproduced in any manner whatsoever without the publisher’s prior
written consent.
This eBook may or may not include all assets that were part of the print version. The publisher reserves the
right to remove any material present in this eBook at any time.
ISBN 9788131700952
eISBN 9789332506091
Head Office: A-8(A), Sector 62, Knowledge Boulevard, 7th Floor, NOIDA 201 309, India
Registered Office: 11 Local Shopping Centre, Panchsheel Park, New Delhi 110 017, India
CIP_FM.qxd 8/22/2007 6:57 PM Page v
Dedicated to the sacred memory of
Sir M. Visvesvaraya, Bharat Ratna
and
J. R. D. Tata, Bharat Ratna
CIP_FM.qxd 8/22/2007 6:57 PM Page vi
This page is intentionally left blank.
CIP_FM.qxd 8/22/2007 6:57 PM Page vii
Contents
Preface xiii
Acknowledgements xvii
SSEECCTTIIOONN AA AANN OOVVEERRVVIIEEWW 11
CHAPTER 1 Total Quality Management with Six Sigma 3
Total quality management—meaning (3) TQM—eight fundamental
principles (4) Variation (8) Six Sigma (9) TQM vs. Six Sigma (10)
World trend in quality (10) Conclusion (11)
Chapter 2 Continual Improvement and Competitive Edge 12
Context of quality (12) Expectations of the society (12)
Competitive edge (13) Constituents of competitive edge (13)
Competitive edge—differentiations and distinctiveness (13)
Continual improvement—a larger perspective (15) Conclusion (16)
Chapter 3 Basics of Continual Improvement Process 17
Continual improvement (17) Process and its potential (17) Zero defect
level (18) Is zero defect level attainable? (18) Improvement as
‘restoration’ and ‘breakthrough’ (19) Technology (20) Tools and
techniques (20) Managerial practices (21) Model (21) Conclusion (21)
Annexure 3A: Tools for quality and their brief description (22)
Chapter 4 Process and Quality of Process 31
SIPOC—a process model (31) An overall understanding of continual
improvement process (31) Defect (33) Sigma value of the process—a
measure of quality (35) Conclusion (35) Annexure 4A: Guidelines
on preparing defect checklist (36)
SSEECCTTIIOONN BB SSCCAANNNNIINNGG MMEETTHHOODDOOLLOOGGYY TTOO CCLLEEAANN--UUPP AANNDD SSAANNIITTIISSEE 3377
AA PPRROOCCEESSSS——FFIIRRSSTT SSTTEEPP TTOO CCOONNTTIINNUUAALL IIMMPPRROOVVEEMMEENNTT
CHAPTER 5 Process Analysis Against a Checklist of Process 39
Requirements to be Met
Background (39) Checklist of requirements (39) Screening/review of
process (40) Conclusion (40) Annexure 5A (41)
vii
CIP_FM.qxd 8/22/2007 6:57 PM Page viii
CHAPTER 6 Process Analysis Through Flow Chart 44
Flow chart: technique (44) Flow chart: analysis (45) Process-centred
approach (54) Conclusion (55)
CHAPTER 7 Process Analysis: Interfering Factors and Action 56
Process interference (56) Checklist of interfering factors (56)
Interferences: applicability and analysis (57) Relevance to continual
improvement project/problem (62) Conclusion (62)
CHAPTER 8 Process Analysis for Defect Prevention 63
Process review (63) Reference base—listing for review of process (63)
Conclusion (78) Annexure 8A Self-control: an evaluation as applicable to
manufacturing (78)
CHAPTER 9 Process Analysis for Gaps in Specification 80
Specification (80) Gap analysis: listing of gaps in specification (81)
Conclusion (87) Annexure 9A (88) Annexure 9B (89) Annexure 9C:
Note on Juranian classification of quality needs (90) Annexure 9D: Analysis
of customer requirements and their seriousness (92)
CHAPTER 10 Process Analysis: Customer Interface 94
Customer link (94) Scrutiny of customer needs (94) Customer
interface (95) Conclusion (109)
CHAPTER 11 Failure Mode Effect Analysis 110
Background (110) Purpose (111) Meaning of FMEA (111) Analysis (112)
Conclusion (118) Annexure 11A (119) Annexure 11B: Failure mode
reference list (120) Typical key words and phrases (122)
SSEECCTTIIOONN CC MMEEAASSUURREEMMEENNTT OOFF PPRROOCCEESSSS DDEEFFEECCTT LLEEVVEELL AANNDD 112255
PPRROOCCEESSSS CCYYCCLLEE EEFFFFIICCIIEENNCCYY
CHAPTER 12 Basics of Six Sigma Technique 127
Background (127) Thought process of Six Sigma (128) Process, quality
characteristic and specification (129) Specification, variation, process
capability (129) Process capability and quality system (130) Statistical
control (130) Normal law (132) Specification, process capability, defects
and key thoughts of Six Sigma technique (133) Process capability and sigma
value of the process (134) Obtaining the Sigma value of a process: zvalue
from defect rate (135) zTable and its use (138) Illustrative examples:
Calculating zvalue from defect data (138) First time yield (FTY) (140)
First time yield and zvalue (141) Rolled throughput of a process (142)
A note on m, opportunities for defects (145) Sustainability of improvement
(146) Application of Six Sigma tool (147) Problem 1 (155)
Normalized yield Y (157) Process capability analysis (PCA) (158)
N
Conclusion (159) Annexure 12A: Exercises on Six Sigma
calculations (159)
viii Contents
CIP_FM.qxd 8/22/2007 6:57 PM Page ix
CHAPTER 13 Improving Process Flow and Speed to Achieve 164
Lean Process
Background (164) Process flow and process speed (164) Checklist of
factors having a bearing on process flow and speed (165) Lean Six Sigma
(165) Addressing the factors of hold-up (165) Process set-up (170)
Work in process, lead time and process cycle efficiency (170)
Conclusion (175)
SSEECCTTIIOONN DD CCOONNTTIINNUUAALL IIMMPPRROOVVEEMMEENNTT PPRROOCCEESSSS FFRRAAMMEEWWOORRKK 117777
CHAPTER 14 Organising for Continual Improvement 179
Scope (179) The big picture of continual improvement (179)
Strategy plan (181) Statistical techniques—understanding their
importance (181) Micro-strategy (182) Guidelines to project
selection (184) Authors’ observation on learning programmes (184)
Conclusion (185)
CHAPTER 15 Anchor Points of the Continual Improvement 186
Thought Process
Background (186) Anchor points (186) Conclusion (195)
Annexure 15A (196) Annexure 15B (197) Annexure 15C (197)
CHAPTER 16 Involvement of People in Continual 199
Improvement Process
Background (199) Productivity (199) Organising an enterprise (200)
Continual improvement and productivity in an organization (202) Distinct
features of a people-friendly environment (202) Reality check: Involvement
(205) Impact of continual improvement (207) Conclusion (208)
Annexure 16A (208) Annexure 16B (209) Annexure 16C (209)
Annexure 16D (209) Annexure 16E (210) Annexure 16F Supplier base
management (210) Annexure 16G (211) Annexure 16H (211)
CHAPTER 17 Soft Skills for Effective Practice of Continual 214
Improvement
Background (214) Communication (214) Communication gap (215)
Violence in communication (217) Meeting (218) Impact on individuals (222)
Conclusion (222)
CHAPTER 18 Tools of Logical Thinking and Qualitative Analysis 223
Background (223) Quality thinking (223) Tools of qualitative analysis (224)
Brain storming (225) Conclusion (243)
CHAPTER 19 Tools and Techniques: Problem Solving Through 244
Pattern Discovery and Probing
Background (244) Problem (245) Pattern discovery and investigation route
(245) Data orientation (246) Tools and techniques (246) Frequency
ix Contents
