BASIC CONCEPTS OF QUALITY

QUALITY QUALITY CONTROL QUALITY ASSURANCE QUALITY MANAGEMNT TOTAL QUALITY MANAGEMENT ISO SYSTEM

QUALITY is the totality of features and

characteristics of a product that bears on its ability to satisfy the stated or implied needs --ASQC

What is Quality?
User-based: In the eyes of the beholder Manufacturing-based: Right the first time Product-based: Precise measurement

Dimensions of Quality
Performance Aesthetics Special features: convenience, high tech Safety Reliability Durability Perceived Quality Service after sale

Importance of Quality
Lower costs (less labor, rework, scrap) Motivated employees Market Share Reputation International competitiveness Revenues generation increased (ultimate goal)

QUALITY CONTROL is the operational techniques and activities that are used to fulfill the requirements for quality

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 MANAGEMENT
a systematic set of operating procedures which is company wide, documented, implemented and maintained while ensuring the growth of business in a consistent manner
is

TOTAL QUALITY MANAGEMENT

THE LATEST APPROACH IT IS THE PROCESS OF INDIVIDUAL & ORG. DEVELOPMENT THE PURPOSE OF WHICH IS TO INCREASE THE LEVEL OF SATISFACTION OF ALL THE STAKEHOLDERS

QM Vs QA
The Prime Focus of Quality Management Achieving results that satisfy the requirements for quality. Motivated by stakeholders internal to the organization, especially the organizations management Goal is to satisfy all stakeholders Effective, efficient, and continually improving, overall quality-related performance is the intended result. Scope covers all activities that affect the total quality-related business results of the organization Quality Assurance Demonstrating that the requirements for quality have been (and can be) achieved. Motivated by stakeholders, especially customers, external to the organization Goal is to satisfy all customers. Confidence in the organizations products is the intended result Scope of demonstration coves activities that directly affect qualityrelated process and product results

HISTORICAL BACKGROUND
THE

OLDEST TERM
QUALITY

QUALITY

CONTROL

QUALITY

ASSURANCE (1970s) MANAGEMENT

QUALITY

HISTORICAL BACKGROUND
TOTAL

QUALITY MANAGEMENT CURRENTLY ENTERPRISES ARE RUSHING TO SIX SIGMA DEMING AWARD MALCOLM BALDRIDGE NATIONAL QUALITY AWARD (MBNQA)

HIERARCHIAL STRUCTURE
TOTAL QUALITY MANAGEMENT

QUALITY MANAGEMENT

QUALITY ASSURANCE

HIERARCHIAL STRUCTURE
QUALITY ASSUR. (GMP+Original prod. design
& development)

GOOD MFG. PRACTICE

QUALITY CONTROL

ISO SYSTEM
A SET OF QUALITY STANDARDS GOVERNING THE DOCUMENTATION REQUIREMENT OF A SYSTEM ISO 9001-2000 ISO 14000 ISO 17025 SA 8000

TQM Vs ISO SYSTEM (1)

ISO 9000 NOT NECESSARILY CUSTOMER FOCUSED TECHNICAL SYSTEM & PROCEDURES FOCUSED TQM DEFINITELY CUSTOMER FOCUSED PHILOSPHY, CONCEPTS, TOOLS &TECHNIQUES FOCUSED EMPLOYEE INVOLVEMENT NECESSARY

EMPLOYEE INVOLVEMENT NOT NECESSARY

TQM Vs ISO SYSTEM (2)

ISO 9000 LESS OR NO FOCUS ON CQI CAN BE DEPATMENTALLY FOCUSED QUALITY DEPARTMENT RESPONSIBLE FOR QUALITY TQM CQI &TQM ARE SYNONYM ORGANIZATION WIDE

EVERYONE RESPONSIBLE FOR QUALITY

TQM Vs ISO SYSTEM (3)

ISO 9000 PRESERVES THE STATUS QUO TQM IMPROVES PROCESS & CULTURAL CHANGE

RELATIONSHIP B/W TQM & ISO

MANAGING(STRATEGY, LEAQDERSHIP, COMMITMENT)

SUPPLIERS
PEOPLE ATTITUDE BEHAVIOR INVOLVEMENT EMPOWERMENT

CUSTOMERS

ISO 9000