Page 2 - MODULE QUALITY TOOLS DMQ 30262

DMQ 30262

CHAPTER 1 : IMPROVING THE QUALITY SYSTEM

INTRODUCTION

This chapter focuses on the basic principles of total quality management. It is very important
for management to make each decision and solution to a problem based on relevant data
and relevant analysis. The chapter provides an excellent discussion on the reasons why we

need to improve the quality system, the tools commonly used, the Plan-Do-Study-Act (PDSA)
cycle, and application of the brainstorming technique for improving product and service

quality performance.

LEARNING OUTCOMES

At the end of this chapter student should be able to:

1. Understand on making each decision and finding solution to a problem based on
available data and analysis.

2. Understand on the need to continuously improve process, product and service.
3. Understand on the basic quality improvement tools for problem solving.
4. Equip students with the knowledge on how to use the PDSA cycle.

5. Equip students with the knowledge on how to use the brainstorming technique.

1.1 INTRODUCTION TO QUALITY TOOLS

One of the basic principles of total quality is management by facts. Management by
facts requires that each decision, each solution to a problem, is based on relevant

data and appropriate analysis. In general, most decision points and problems will
have many impacting factors, the problem’s root cause will remain difficult to
understand or ambiguous until they are studied and analysed. Collecting and

analysing data can be difficult. This chapter will explains the reasons why we need to
improve the quality system, tools for improving quality performance, plan-do-study-

act cycle and brain storming techniques. Their use will ensure better understanding
and better solutions to problems, and even improvement of productivity and products
and services.

KKTM Kuantan 1 DMQ 30262