QUALITY IMPROVEMENT INITIATIVES FOR SUPPORT FUNCTIONS IN AN INDUSTRY: TWO CASES

Shirshendu Roy, Prasun Das

Abstract: The concept of quality improvement in indus try has originated from the involvement of inspector whic h has become the most important part of manufacturing process or developmen t activity. Over years, this initiative is migrated to various support functi ons of the industry. In this paper, emphasis has been given particularl y in the areas related to support functions where improvement project s can be effectively done and hence organization wide impact is assessed. Tw o case studies are presented here in this context. The first study shows how smaller change in content structure and delivery met hod can drastically improve the training feedback and the second one demonstrates minimizi ng lead time to r ecruitment with a cost-effective process modification.

Keywords: Quality Improvement, Statistic al Process Control (SPC), Six Sigma, Business Excellence Model (BEM), Customer satisfaction

DOI:

Recieved: 15.02.2011  Accepted: 07.06.2011  UDC: 006.62

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