customer driven project management building quality into project processes
DESCRIPTION
TRANSCRIPT
Customer-Driven project management:
Building Quality into Project Processes
A case study from manufacturing sector: A plastic bottle creation
A scientific paper created by :
Konstantinos St.Kousouris1 and George J.Besseris2
Postgraduate Program MSc in Technology Management City University of Seattle ,Seattle, WA, USA (Athens, Greece Campus)
1)Project Manager, BscB.A,Msc in P.Me-mail: [email protected]) Quality Consultant ,PhD Chemical Engineeringe-mail: [email protected]
Customer-driven project management Customer-driven project management expands both project management and total quality management approaches to meet the challenges of the global economics environment. With competition fierce in all aspects- technology, cost, product quality, and service quality- new approaches must be sought in order to be competitive and share in global economic growth
Quality policy
Clearly understand customer needs and provide products that meet those needs.
Integrate quality management principles and methodologies into critical business processes and decision-making practices.
Continuously improve the effectiveness of the Quality Management System( processes, products, shareholders, and employees).
Establish quality requirements and ensure suppliers, partners and contractors comply with them.
Maintain the Quality Management System to conform to the requirements of ISO9000:2000.
Comply with the relevant regulatory requirements.
Quality Planning Tools and Techniques
Cost-Benefit Analysis: The primary benefit of meeting quality requirements is less rework, which means, higher productivity, lower costs, and increased stakeholder satisfaction.
Benchmarking : A method to justify the price of the product, scrap limitation and ensure zero defect product. It involves comparison of actual or planned project practices to those of other projects in order to generate ideas for improvement and to provide a standard by which to measure performance.
Case Analysis The project is to create a plastic bottle for domestic use. The project starts with customer’s specifications and ends
with the product’s transportation to the client. The phases of the project are divided in subtasks so the
quality control be more effective and be ensured high quality deliverables.
The project has internal and external customers. The internal customers are the final products of every part
of the production chain. The external customers are:1)The firm for which the plastic
bottle is produced,2)The consumers, who are the final receivers of the product.
Introduction of quality aspects during the process
Bottle’s Model Creation Mould Design Trial Production Production Product Product line Packaging
Bottle’s Model Creation
Avoid needless production Avoid needless cost Satisfy the customer Achieve high quality
Purpose
Pieces of bottle’s model creation
Bottle’s specifications Bottle’s model drawing Bottle’s model building Customer’s acceptance
Quality tools
Appropriate software, which measures the dimensions of the bottle and its flow.
Several measurements, which are going to be made by certificated machines with particular tolerance limits.
Optical check, which will help us to check the color of the bottle and its handle.
Mould cutting
Calculate the necessary materials for the mould Co-operate with a supplier who has ISO
certification. Design mould according to the specifications
that are required. Mould cutting will be accomplished with the use
of CNC machines.
Quality tests for the resistance of the mould.
Quality tests for the sizes of the mould.
Purpose-Quality policy
Trial Production
Purpose-Quality Policy
Order raw materials
Appropriate supplier
Calibrations
Control of the final product
Customer acceptance
Production
.
Purpose-Quality policy
The production phase is the most critical point of
the project. All the specifications, standardization
and the scope of the manufacturer for quality,
excellent product and customer’s satisfaction will
be materialized in this phase.
Product
Raw material : no stock
Separation of faults :
Quality Tools
For faults lower than 4 CSP-1 is used.
For faults upper or equal to 5 100%
quality control is established.
34,98
35,00
35,02
35,04
35,06
35,08
35,10
35,12
0 2 4 6 8 10
Series1
Product line
Each machine has reliability (R), but the final reliability
of our product includes the individual reliabilities by
the way below:R = R1 x R2 x R3
where:
R1: operation of each machine, training and “know-how”
R2: each operator is responsible for specific machine
R3: calibration and the regulations of the product line
checked periodically.
Packaging
Check on specifications of the package that
ordered.
ISO certification for suppliers.
Frequent checks to the received the
packaging materials from the supplier.
Frequent checks in the machine that
packages the bottles.
Safety transfer of products without any loss.
Purpose-Quality policy
Feedback-results
Identify the causes of possible problems.
Determine what customer needs.
How customer will be delighted.
How the process can be improved.
Data will provide knowledge for improving the
process.