34;Application of TQM principles and tools in a backward coupling of carpets (carpet backing cloth, abbreviated. CBC) and to measure its impact on customer satisfaction" has been approved by the Board of Examiners for partial fulfillment of the requirements for the degree of MSc Engineering from the Department of Industrial Engineering and Management (IEM), Khulna University of Engineering and Technology, Khulna, Bangladesh in January 2008. Abu Hadid from the Department of Industrial Engineering and Management (IEM), Khulna University of Engineering and Technology, Khulna, Bangladesh .
LIST OF ABBREVIATIONS OF TECHNICAL TERMS
The author expresses his deepest gratitude to Sikder Mainul Hasan, Assistant AW Professor, Department of Industrial Engineering and Management (JEM), for his careful guidance, important suggestions at all stages of the thesis. The author would like to express his deepest love to his wife Thamina khanam (Mukul) who always encouraged him during the thesis work.
ABSTRACT
Definition of Quality
There have been cases where a product considered good quality by one individual was considered poor quality by another. Quality has become one of the most important consumer decision factors in choosing competitive products and services.
Dimensions of Quality
Drivers of Quality
Benefits of Quality Management
Total Quality Management
TQM is an ongoing activity that must be embedded in the culture - it is not just a one-off program. All personnel should be trained in TQM, statistical process control (SPC), and other appropriate quality improvement skills so that they can participate effectively in project teams.
TQM Framework
Among these Total Quality Management tools, Quality Function Deployment (QFD) is the most important planning tools.
Evolution of Quality function Deployment
This method of structuring customer requirements and translating the same into technical specifications as a basis for new product development is called NIN SHITU KI NOTEN KAI Which has been translated into English as "Quality Function Deployment (QFD)" [5].
QFD Concept
Features of QFD
QFD Approach
By implementing QFD, an organization is guaranteed to implement the voice of the customer into the final product or service. QFD is a tool to bring the voice of the customer into the product development process, from conceptual design to production.
The QFD Team
The PPDICR model contributes to our understanding of how consumer input can be used to facilitate the process and through what pathways that input can be obtained [15].
Benefits of QFD
Quality Function Deployment looks beyond the usual customer response and seeks to define the requirements into a set of basic needs, which are compared to all competitive information. QFD also takes the experience and information available within an organization and puts it together as a structured format that is easy to assimilate. Fewer engineering changes are needed when using QFD and when used properly, all conflicting design requirements can be identified and addressed before production.
By using QFD, critical items are identified and can be monitored from product inception to production. It requires input from all facets of an organization, from marketing to production to sales, ensuring that the voice of the customer is heard and that each department knows what the other is doing. Data historically dispersed within operations, often lost and often referenced out of context, is now stored in an orderly manner for derived future needs.
Voice of the Customer
The House of Quality translates the voice of the customer into design requirements that meet specific target values and matches them with how an organization will meet those requirements. On the left side is a list of the voice of the customer, or what the customer expects in the product. Listed are items such as customer importance rating, target value, growth factor, and selling point.
The internal walls of the house are the relationships between customer requirements and technical specifications. Customer expectations (customer requirements) are translated into engineering characteristics (technical descriptors) The roof of the house is the interface between technical descriptors. There is a significant amount of information within this matrix, which we mapped the collected factory data to the House of Quality matrix and simplified significantly in chapter three.
CHAPTER-3
PROCEDURE/METHODOLOGY
Introduction to Jute & Jute grades
However, in CBC production it is assumed that the following grades and proportions provide equivalent fiber strength. The Mohsen Jute Mill was built in 1969 by Syed Mohsen Ali and its commercial production started in 41 hours. It is located in Shiromony, near the bank of the Vairob River, 15 kilometers from the city of Khulna.
In the house of quality matrix our product is accepted as Mohsen Jute mills product. Jessore Jute Mill was commissioned on 27 January 1970 by Vice Admiral SM Ahsan Governor of East Pakistan in the presence of His Royal Highness Prince Karim Agakhan and Begum Sauna Agakhan. That's production 29.09 metric tons per day and 8699 metric tons per year approximately. Jessore Jute Industries' (iiI) product is accepted as B's product in the quality matrix.
Manufacturing Process of CBC
When exporting CBC to foreign countries, the dimension must be adjusted for shipping.
Quality Testing Machine
Yarn reading is very important for CBC production. It plays a key role in quality assurance. Several spools of a certain number are attached to the wheel and by turning the wheel, some yarn is wound over the wheel. Depending on the diameter of the wheel, the length of the wrapped yarn can be determined by counting the revolutions.
After wrapping yarn of a certain length, the yarn is taken out of the reel and the weight is measured.
Inspection Report
This list is often referred to as the WHAT that a customer needs or expects in a particular product. The list of customer requirements is divided into a hierarchy of primary, secondary customer requirements, a primary customer requirement may be reliability, and the corresponding secondary customer requirements may include reliability, lifetime and maintainability. The goal of the quality house is to design or have a product designed in one.
The customer's needs and expectations are expressed in terms of customer requirements. The QFD team must come up with engineering characteristics or technical descriptions (HOW) that will affect one or more of the customer requirements. These technical descriptions make up the ceiling, or second floor, or the house of quality. The list of technical descriptors is divided into a hierarchy of primary, secondary, technical descriptors, shown in Figure 3-3.
Develop a Relationship Matrix between WHATs vs HOWs
Develop an Interrelationship Matrix Between HOWs
This diagram allows the user to identify which technical descriptors support each other and which conflict.
Customer Competitive Assessments
The test data is converted to the numbers I through 5, which are listed in the row of competition evaluations to indicate a rating, 1 for worst and 5 for best.
Technical Competitive Assessment
Develop Prioritized Customer Requirements
The target value column is on the same scale as the customer's competitive rating (I for worst, 5 for best). This column is where the QFD team decides whether they want to keep their product unchanged, improve the product, or make the product better than the competition. The scaling factor is the ratio of the target value to the product rating given in the customer's competitive rating.
Here the important consideration is the level where the product is now and what the target rating is and deciding whether the difference is within reason. The goal here is to promote the best customer requirements and any remaining customer requirements that will help sell the product. The weight can then be used as a guideline for the planning phase of the product development.
Develop Prioritized Technical Descriptors
Absolute Weight = (Importance to Customer) (Growth Factor) (Selling Point) A sample calculation is included in Figure 3.8 After summing up all the absolute weights, a percentage and ranking can be determined for each customer request.
05000050 Technical product
0 Degree of 0
Many users of the House of Quality add the degree of technical difficulties for the implementation of each technical descriptor, which is expressed in the first row of the prioritized technical descriptors. The degree of difficulty is determined by rating each technical descriptor from 1 (Least Difficult) to 10 (Very Difficult). A target value for each technical descriptor is also included under the technical difficulty level.
This is an objective measure that defines values that must be achieved to achieve the technical descriptor. The last two rows of the prioritized technical descriptors are the absolute weight and the relative weight. In a similar way, the relative weight for the j is then given. technical descriptor by replacing the degree of importance of customer requirements with the absolute weight of customer requirements.
BTC 50%, BTD 50%
BTD 100%,
CHAPTER-4
RESULTS AND DISCUSSION
Customer Satisfaction: TQM breaks out of existing boundaries
TQM, on the other hand, starts with the customer's needs and expectations and builds the rest of the process around them. Any successful TQM program launched by Mohsen must be driven by customer satisfaction from the start. This will form the basis for a corporate culture that will then lead the way to greater customer satisfaction.
The companies in the GAO study recognized this, with 18 of the 20 companies studied increasing their training activity as their programs evolved. The GAO survey showed an overall increase in customer satisfaction for 12 out of 14 companies that reported in this area. Unless Mohsen's CEO fully understands and appreciates the potential impact of the company's value structure, the TQM process will have little long-term impact on customer satisfaction.
The Production and Export figure of BJSA for last 5 Years
The Production and Export earning of BJMC for last 5 years
BJRI can take the initiative for research in the field of statistical quality control or production process development. The author concludes that there is a huge potential to export CBC to foreign countries through the development of Ir quality CBC through the application of QFD or TQM in the industry. Technical descriptors need to be further refined until a level of detail useful for action is reached.
Xiping Zhang, Jiirgen Bode and Shouju Ren "Neural Networks in Qualitative Function Setting" Computers and Industrial Engineering Volume 31, Issues 3-4, December 1996, Pages 669-673 18th International Conference on Computers and Industrial Engineering. Jeong Miyoung and Oh Haemoon "Distributing the Quality Function: An Expanded Framework for Service Quality and Customer Satisfaction in the Hospitality Industry" International Journal of Hospitality Management Volume 17, Issue 4, December 1998, Pages 375-390. I Erikkson and F McFadden "Quality function distribution: a tool to improve software quality" Information and Software Technology Volume 35, Issue 9, September 1993, Pages 49 1-498.
