TQM/SQC

•Quality is conformance to requirement or

specifications.
•Courteous service
•Meeting customer expectations
• Quality is fitness for use
• Quality is a measure of how closely a good
or service conforms to a specified standard.
 TQM
• A systematic method of organizational improvement through
sustained collaborative efforts crossing barriers.
• TQM is a management philosophy for improving overall
business performance based on leadership, supplier quality
management , vision and plan statement ,evaluation , process
control and improvement , product design, quality system
improvement, employee participation, recognition etc,
 Why TQM?
• Changing business environment
Increasing competition & customer
expectation
Demanding customers
Consumer awareness
Emphasis on service quality
 Deming's Philosophy
1) Create constancy of purpose towards improvement of pdt or service.
 Clearly state aims of organization to shareholders
 Aims to become competitive , to stay in business, to provide jobs
2) Learn new philosophy
 Seek continuous improvement
 Never accept non-conformance
 Customer is first priority
3) Understand purpose of inspection
 Improve the process and reduce cost
 Prevent defects
4)Stop awarding business based on price alone
 Price vs quality
 Long term business
 Deming's Philosophy
5) Improve constantly and forever the system
6) Institute Training on the job
7) Teach & institute leadership
 Change the environment from fault finding to improvement
8)Drive out fear , create trust & create a climate for innovation
 Empower subordinates
 Encourage training
 Provide training
9) Breakdown barriers between department
10)Objectives of supervision should be to help employees and machines to
do a better job
 Deming's Philosophy
11) Improve systems to eliminate causes of low quality and low productivity
12) Remove barriers that rob people of pride of workmanship
 Sense of achievement of quality work
13) Institute vigorous programme of education and self-improvement
14) Take action to accomplish transformation
 Responsibility for quality is rests with top management
 Jurans Approach to TQM
• Jurans Trilogy
1) Quality Planning
 Identify customers
 Understand their expectations
 Incorporate features to fulfill customer needs
 Set organization goals to meet customer expectations
 Set specific stds for this purpose
 Pass on Process designed for implementation.
 Jurans approach to TQM
2) Quality Control is the mechanism by which products are made
to measure up to specifications
 Acceptance Function /Inspection
 Preventive function
 Assurance function

3)Quality improvement
 It continuously improving quality
 Quality improvement aims at reaching different levels of
quality.
 Statistical Quality Control

• It is defined as the technique of applying statistical methods

to establish quality standards and to maintain it in the most
economic manner.
• Objectives
 To identify faults, to control defectives, waste
 To take necessary and preventive actions
 To provide better utilization of raw materials and eqpts.
 Causes of variation in quality
• Chance causes /inherent causes
 Difficult to detect
 Vey large
 Not economical to eliminate
 Follows statistical distributions
 Slight variation in temperature, pressure & humidity
• Assignable causes
 don’t follow statistical laws
 Very few, economical to eliminate
 Worn equipments, defects due to unskilled workers
 Techniques of SQC
• Process Control : It is concerned with
controlling quality during production process
• Product control: controlling quality of the
product by critical examination at strategic
points
 Attributes/Variables
• Attributes/properties
 colour, cracks, imperfections, surface appearance
 Subjected to qualitative measurements
 Acceptable or non- acceptable
 P chart, npchart, C charts

• Variables
 Diameter,length,thickness, resistance etc
 Subjected to quantitative measurements
 Control charts  X bar charts, R charts
 A Process Is in Control If …
1. … no sample points outside limits
2. … most points near process average
3. … about equal number of points above
and below centerline
4. … points appear randomly distributed
 Control Charts
• Used for the study and control of repetitive
processes
• Control charts for variables
 x bar charts , R Charts
• Control charts for attributes
 P charts, np charts, C charts
 Control chart for variables
• Control chart for sample means
 X bar charts
• Control chart for sample ranges
 R charts
 Control charts for attributes
• P charts
uses portion defective in a sample
• Np charts
uses number of defects in an item
• C- charts