TOTAL QUALITY MANAGEMENT AND SIX SIGMA docx

TOTAL QUALITY
MANAGEMENT
AND SIX SIGMA

Edited by Tauseef Aized








Total Quality Management and Six Sigma

Edited by Tauseef Aized

Contributors
Aleksandar Vujovic, Zdravko Krivokapic, Jelena Jovanovic, Svante Lifvergren, Bo Bergman,
Adela-Eliza Dumitrascu, Anisor Nedelcu, Erika Alves dos Santos, Mithat Zeydan, Gülhan Toğa,
Johnson Olabode Adeoti, Andrey Kostogryzov, George Nistratov, Andrey Nistratov,
Vidoje Moracanin, Ching-Chow Yang, Ayon Chakraborty, Kay Chuan Tan, Graham Cartwright,
John Oakland

Published by InTech
Janeza Trdine 9, 51000 Rijeka, Croatia

Copyright © 2012 InTech

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Publishing Process Manager Marina Jozipovic
Typesetting InTech Prepress, Novi Sad
Cover InTech Design Team

First published July, 2012
Printed in Croatia

A free online edition of this book is available at www.intechopen.com
Additional hard copies can be obtained from


Total Quality Management and Six Sigma, Edited by Tauseef Aized
p. cm.
ISBN 978-953-51-0688-3

Contents

Preface IX
Section 1 Quality Management 1
Chapter 1 Artificial Intelligence Tools and Case Base Reasoning
Approach for Improvement Business Process Performance 3
Aleksandar Vujovic, Zdravko Krivokapic and Jelena Jovanovic
Chapter 2 Improving ‘Improvement’ by Refocusing Learning:
Experiences from an –Initially- Unsuccessful
Six Sigma Project in Healthcare 23
Svante Lifvergren and Bo Bergman
Chapter 3 Project Costs and Risks Estimation Regarding
Quality Management System Implementation 41
Adela-Eliza Dumitrascu and Anisor Nedelcu
Chapter 4 What Quality Management Allied to Information
Can Do for Occupational Safety and Health 69
Erika Alves dos Santos
Chapter 5 Reducing Mirror Slippage of Nightstand with
Plackett-Burman DOE and ANN Techniques 101
Mithat Zeydan and Gülhan Toğa
Chapter 6 Redesigning the Service Process for Total Quality in
Government Hospitals: Evidence from Kwara State 117
Johnson Olabode Adeoti
Chapter 7 Some Applicable Methods to Analyze and
Optimize System Processes in Quality Management 127

Andrey Kostogryzov, George Nistratov and Andrey Nistratov
Chapter 8 Competence Education and Training for Quality 197
Vidoje Moracanin
VI Contents

Section 2 Six Sigma 217
Chapter 9 The Integration of TQM and Six-Sigma 219
Ching-Chow Yang
Chapter 10 Qualitative and Quantitative Analysis
of Six Sigma in Service Organizations 247
Ayon Chakraborty and Kay Chuan Tan
Chapter 11 Lean Six Sigma – Making It ‘Business as Usual’ 287
Graham Cartwright and John Oakland









Preface

Total quality management, now a well known idea, is a philosophy of management for
continuously improving the quality of products and processes. The idea is that the
quality of products and processes is the responsibility of everyone who is involved
with the development and/or use of the products or services. TQM involves
management, workforce, suppliers, and even customers, in order to meet or exceed
customer expectations. The common TQM practices are cross-functional product

design, process management, supplier quality management, customer involvement,
information and feedback, committed leadership, strategic planning, cross-functional
training, and employee involvement. Six Sigma is a business management strategy
which seeks to improve the quality of process outputs by identifying and removing
the causes of defects and minimizing variability in manufacturing and business
processes. A six sigma process is one in which 99.99966% of the products
manufactured are statistically expected to be free of defects. TQM’s focus is general
improvement by approaching the problem collaboratively and culturally whereas Six
Sigma utilizes the efforts of many departments, generally with a statistical approach. It
makes use of measuring and analyzing data to determine how defects and differences
could be minimized to the level where there are 3.4 defects per million cycles/products.
Six Sigma can easily be integrated into quality management efforts. Integrating Six
Sigma into the TQM program facilitates process improvement through detailed data
analysis. Using the Six Sigma metrics, internal project comparisons facilitate resource
allocation while external project comparisons allow for benchmarking. Thus, the
application of Six Sigma makes TQM efforts more successful. In today’s highly
competitive environment, organizations tend to integrate TQM and six sigma to gain
maximum benefits. This volume is an effort to gain insights into new developments in
the fields of quality management and six sigma and is comprising of articles authored
by renowned professionals and academics working in the field. Both beginners and
veterans in the field can learn useful techniques and ideas from this volume.

Tauseef Aized,
Professor and Chairman,
Department of Mechanical Engineering-KSK campus,
University of Engineering and Technology, Lahore,
Pakistan

Section 1

Quality Management