Quality Progress - August 2016 - (Page 49)

QUALITY IN THE FIRST PERSON BY VENKATA KANTUMUCHU A Journey Toward Quality Experiences that pointed the way toward a career in quality HAILING FROM A developing country a potential claim of $10 like India, quality to me always meant billion from customers for the best price. Throughout my child- the reduced value of the hood, price seemed to be the only thing vehicles.2 discussed in transactions I witnessed. The As I continued to visit only thing that certifications like ISO 9001 organizations to better or TS 16949 meant were that the goods or understand rejects and services were verified by a third party. rework, I wondered what When I was 13 and had purchasing could be done to reduce power of my own, I noticed a new dimen- these defects. I realized sion of quality in grocery stores and city the various causes of markets-value. I started perceiving rejects all converged into a simple term- This lesson came while I was performing quality as an index of value vs. price. After variability. a cost of poor quality (COPQ) analysis some research, I began to understand that I initially assumed that reducing variabil- at one of my first jobs after graduation. doing things right the first time increased ity would not be a hectic task. My percep- While I was researching the COPQ in- the value of a good or service by reduc- tion changed completely while I was study- volved, I realized that investing in preven- ing its production cost and increasing its ing data at an alloy wheel manufacturer. tion had saved the organization 10 times quality. The number of contributing variables alone the money invested, based on the history helped me realize that variability reduction of failures. Since then, I have become a is not as simple as it seems. firm believer of prevention and processes During this time, I was fascinated with visiting manufacturers to see how things that support it. were made. Although I wasn't able to quantify it back then, I observed that a In pursuit of education considerable portion of the work being At that point in my career, I had earned my continued to learn and improve in the field done was rework on products. bachelor's degree in industrial engineer- of quality, from networking with other Since joining ASQ in 2011, I have ing and spent a number of years working quality professionals to obtaining multiple Do it right the first time in the quality industry in India. I realized I certifications. I also will soon complete This observation is not unique to India. needed to learn more and learn it in a new my MBA, which has helped me improve According to Joseph M. Juran, "In the environment. I needed to work in a differ- my organizational leadership skills. I've U.S.A., about a third of what we do ent culture and get out of the paradigm I come a long way, but I feel like the jour- consists of redoing work previously had been living in for several years. ney has just started. QP done."1 This made me realize the enormity In January 2011, I came to the United of rework done in typical industry sectors. States and began a master's program in Necessary rework not only involves manufacturing engineering. Through my tangible losses such as material, money coursework, my understanding of quality and wear-of-use on parts, but also several grew, and while researching my thesis, I intangible and potentially irreversible realized what quality should be. I came losses such as bad customer experience, across several examples of how quality lowered market share, and redundant tests has solved critical, complex problems and inspections. using tools such as measurement system After a wave of recalls due to faulty ignition systems, General Motors not only spent $2.7 billion on repairs, but also faced analysis. I learned that quality should not be inspected, but built into the product. REFERENCES 1. Joel E. Ross, Total Quality Management, St. Lucie Press, 1999. 2. Linda Sandler, "GM Nine-Month Recall Costs Total $2.7 Billion in Repairs," Bloomberg, Oct. 27, 2014, http://tinyurl. com/gmrecallcosts. VENKATA KANTUMUCHU is quality manager and environmental health and safety coordinator at Hectronic Inc. in Oklahoma City. Kantumuchu has a master's in manufacturing engineering from Bradley University in Peoria, IL, and an MBA from Oklahoma Baptist University in Oklahoma City. A senior member of ASQ, Kantumuchu is an ASQ-certified quality engineer, auditor, and manager of quality/operational excellence. August 2016 * QP 49 http://tinyurl.com/gmrecallcosts

Table of Contents for the Digital Edition of Quality Progress - August 2016

Up Front
LogOn
Expert Answers
Keeping Current
Mr. Pareto Head
Chain Challenges
Sample Simplification
Recognize, Rate and Resolve
Exploiting Bottlenecks
Station to Station
Quality in the First Person
Career Corner
Statistics Roundtable
Standards Outlook
QP Toolbox
QP Reviews
One Good Idea
Back to Basics

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