Total Quality Management Sample Project
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 SİGMA 3
1.DEFINE 3
1.1 Voice of the Customer Analysis 3
1.2 Critical to Quality Chart 5
1.3 Stakeholder Analysis: 5
1.4 SIPOC Process Chart 6
1.5 Flowchart 7
Total Quality Management Term Project Plan 8
REFERENCES 8
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
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 SİGMA 3
1.DEFINE 3
1.1 Voice of the Customer Analysis 3
1.2 Critical to Quality Chart 5
1.3 Stakeholder Analysis: 5
1.4 SIPOC Process Chart 6
1.5 Flowchart 7
Total Quality Management Term Project Plan 8
REFERENCES 8
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
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