Total Quality Management Sample Project

Topics: Project management, Management, Customer Pages: 10 (639 words) Published: November 16, 2014
ISTANBUL TECHNICAL UNIVERSITY
FACULTY OF MANAGEMENT
INDUSTRIAL ENGINEERING DEPARTMENT

TOTAL QUALİTY MANAGEMENT
END 329 E
TERM PROJECT
Group 1

Instructor: Şeyda Serdar ASAN
Research Assistants: Levent ATAHAN – İbrahim YAZICI

Ketsiya TAVİT 070100328
Tunahan KAFA 070120705
Sevinç APTİ 070120704
Sibel TEMÜRLENK 070100502
İmren ŞAVLİ 070100501
CONTENTS
PHASES OF SİX SİGMA3
1.DEFINE3
1.1 Voice of the Customer Analysis3
1.2 Critical to Quality Chart5
1.3 Stakeholder Analysis:5
1.4 SIPOC Process Chart6
1.5 Flowchart7
Total Quality Management Term Project Plan8
REFERENCES8

PHASES OF SİX SİGMA
1.DEFINE
Macka Photocopy is located in first floor in ITU management faculty and is necessary component of the faculty fulfilling needs of the customers (members of faculty) and the products of photocopy is a great use for the customers for being close to the faculty itself. But there are numerous complaint about this establishment from customers. There are also complaints employees have about the processes. The goal of the project is to increase the level of customer satisfaction by determining, analysing and founding the root cause for the problems and have a positive impact on Photocopy’s profit. To select a specific project we decide to make a Voice of Customer table by making surveys to the customers of this establishment. Voice of the customer analysis is shown below: 1.1 Voice of the Customer Analysis

We created a survey about problems of Maçka Photocopy. Then we sent to students to answer it. Results of surveys shown below:

(https://docs.google.com/forms/d/1sWGd1oLEZWX0X8rALgeDKYEdgu8vENvK2XZr1BWZ9Q0/viewform) Voice of the Customer Analysis
Complaint
Numbers
It is too expensive
4
Not understanding correctly
11
They are not friendly
3
Too much waiting time
19
Not organized
6
Haven't got enough computer
5
It is too small
7
I do not know where the queue starts
9
Printer problems
5
In launch time, there isn’t enough employee
8

With this survey, we investigated the most important reasons and prioritized the problems. We decided to the problem which has higher potential for developing and contributes high value to system. According to voice of customer analysis most complaints was about waiting time. So, we decide to make our six-sigma project on waiting time.

According to this survey, we drew a Pareto Chart. We can see percentages of the problems. With using this tool, if we solve the 20% of problems, 80% of the problems can be solved. As a result of that we determine significant problems.

1.2 Critical to Quality Chart

By looking customer needs, we established particular customer requirements with this tools. We translated customer voices into measurable CTQs. 1.3 Stakeholder Analysis:
Stakeholders are the members will be effecting from the improvement made by the six-sigma. To show the effects on stakeholders stakeholder analysis is made and shown below: Stakeholder's Analysis
Stakeholder
Before Six-Sigma
Impact
Manager
Assumes this is the
Will profit more
Employee
Not knowledgeable,
Knowledgeable, satisfied because
of the role given to him
Customer
(Members of ITU)
Not satisfied,
have lots of complaints
Customer expectations are met, pleased customer
Vendors
Demand fluctuations are not measurable enough
More profitable because six- sigma
improved the photocopy’s process they purchase more

After making the project charter to SIPOC process map is developed.

1.4 SIPOC Process Chart
SIPOC process map
 
Supplier
Input
Process
Output
Customer
Requirement
Stationery
Paper
See below
Printed document
Students
Complete photocopy quickly
Technology store
Ink

Printed Books
Teachers
Photocopy to correct page
 
Computer

Printed last years exams questions
Any visitor
Correct price
 
Photocopy machine

Printout (from computer)

Complete work on computer quickly
 
Stationery...

References: Asan, Serdar Ş.(2013). Total Quality Management Lecture Notes, Istanbul Technical University Industrial Engineering
Gygi C., Williams B.&Gustafson T.(2006). Six Sigma Workbook for Dummies Wiley Publishing, Inc., Indianapolis
Team Members(2013).Survey about of problems Macka photocopy, Retrieved November 13, 2013, from https://docs.google.com/forms/d/1sWGd1oLEZWX0X8rALgeDKYEdgu8 vENvK2XZr1BWZ9Q0/viewform
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