TOTAL QUALITY MANAGEMENT

by
Muhammad Asif
F
Faculty
lt IQTM-PU
IQTM PU
Ex Quality Control Officer Schering Asia GmbH Pakistan
Ex Provincial Inspector Of Drugs
Lahore (PCS)
asif@iqtm.pu.edu.pk
@q p
p

BASIC CONCEPTS OF QUALITY

Quality
Grade
Inspection
Quality control
Quality assurance
Quality management
quality
y management
g
Total q
ISO standards

QUALITY
A subjective term for which each
person has his or her own
definition.
Characteristics of a product that bears
on its ability to satisfy the stated or
implied needs
A product or service free of
d fi i
deficiencies.
i
(ASQ)

 PHILIP CROSBYS IDEA OF

QUALITY
Quality is not comparative
No high or poor quality
A product either conforms to
specifications or not
Quality is an attribute
Not a variable

 JURANS IDEA OF QUALITY

FITNESS FOR THE PURPOSE
Focus on this idea helps prevent over
specifications of product or services
Over specifications adds to cost
Is against right first time performance

Dimensions of Product Quality

Performance
A th ti
Aesthetics
Special features: convenience, high
technology
Safety
y
Reliability

Conformance (meeting
(
ti pre-established
t bli h d
standards)

Durability
Service after sale

Service Quality
1 Time & Timeliness
1.
customer waiting time, completed on time

2. Completeness
customer
customer gets all they asked for

3. Courtesy
treatment by employees

4 Consistency
4.
same level of service for all customers

5. Accessibility & Convenience

ease
ease of obtaining service

6. Accuracy
performed right every time

7 Responsiveness
7.
reactions to unusual situations

Two Aspects of Quality

Quality of design measures how closely
the characteristics of products or services
meet the needs and wants of customers
customers.
Conformance quality refers to the
performance of a product or service
according to design and product
specifications.
specifications

In other
words
Actual
Performance

Design
Specifications

Conformance
Quality
Q
y
Failure

Customer
Satisfaction

Quality
g
of Design
Failure

The Meaning
g of Q
Qualityy

Producers
Producer
s Perspective

Quality of Conformance

C
Consumers
Perspective
P
ti

Quality of Design

Fitness for
Consumer Use

GRADE ?

Category or rank given to different

quality requirements for products
products,
processes, or systems having the
same ffunctional
nctional use
se
((ISO 9001:2000))

Importance of Quality

Lower costs (less labor, rework, scrap)

C t off non quality
Cost
lit iis hi
high
h
Motivated employees
Market Share
Reputation
International competitiveness
R
Revenues
generation
ti iincreased
d ((ultimate
lti t
goal)

INSPECTION
It is the sorting / segregation of Non conforming
items from the conforming items
Means separation of
Defective items from the right items

IN P U T

INSPECTION
P R O C E S S

O U T P U T

R E W O R K

N O T
O K

D E C IS IO
N

O K

E N D

INSPECTION
Segregation of defectives
from right items
+
Rework (IF NEEDED)

QUALITY CONTROL

Is the operational techniques

and activities that are used to
f lfill th
fulfill
the requirements
i
t ffor
quality (ASQ)

IN P U T

QUALITY
CONTROL

P R O C E S S
S O L U T IO N
R O O T
C A U S E
A N A L Y S E
C O L L E C T
D A T A

O U T P U T

R E W O R K

N O T O K

D E C IS IO
N

O K

E N D

Quality Control =
Inspection
+
Corrective
action
ti

Quality Assurance
Is all systematic and planned actions
which are necessary to provide
adequate confidence that a product or
service will satisfy the given
requirement for quality.

QUALITY
ASSURANCE
SSU
C

Preventive
approach
rather than
corrective

SO WHAT QA ACTUALLY IS

QA covers the whole life of product

It includes
1. Product
2. Process
3. Customer

Quality Management
Is a systematic set of operating
procedures
d
which
hi h iis company wide,
id
documented, implemented and
maintained while ensuring the growth
of business in a consistent manner

QUALITY
MANAGEMENT

Management
element inserted
Planning,
leading,organising
controlling etc.

System to
maintain the
process

So QMS is meant to establish a framework of

reference to ensure that every time process is
performed the same information
performed,
information, method
method,
skills, and controls are used and applied in a
consistent manner
manner.

ISO Standards
A sett off quality
lit standards
t d d governing
i the
th
documentation requirement of a system
ISO 9001:2000 (QMS)
ISO 14001:2004 (EMS)
(
)
ISO 17025 (GLP)
SA 8000 (Social Accountability Std
Std.not
not
ISO Std.)

TOTAL QUALITY MANAGEMENT

The comprehensive approach towards
quality management system
z The p
process of individual &
organizational development the
purpose
p
p
of which is to increase the
level of satisfaction of all the
stakeholders
z

TQM

Quality
Assurance
ISO 9000

Inspection/
Quality
control

Customer
Suppliers
Process
Product

Process
Product

All
Stakeholders
Customer
C
t
focus
Process
Product

EVOLUTION OF TQM
Total Q
Qualityy Management
g

Quality Assurance

Quality Control

Inspection

SCOPE WISE

BIG
BIG Q
Q Vs LITTLE
LITTLE q
q
Managing
M
i ffor quality
lit iin allll b
business
i
processes and products (big Q)
&
Managing for quality in a limited
capacitytraditionally only in factory
products and processes (little q).

BIG
BIG Q
Q Vs LITTLE
LITTLE q
q
100%
Quality
Improvement
50%
Big Q

little q

0%
1

7 Years

TIME FOR QUESTIONS