i.

Define “Quality”
ii. Explain the importance of quality
iii.Explain the dimensions of quality
iv. Illustrate the different methods by which quality is sought to be
achieved using various tools and techniques
v. Recognise the concept of total quality management
vi. Describe the concept of total productive maintenance
Quality is defined as “Totality of characteristics and features of a
product/service that bear on its ability to satisfy the stated
implied needs.”

Product or service quality is defined as follows:

a. Conformance with requirement
b. Freedom from defects or contamination
c. A degree of customers satisfaction
Quality is defined as all of the characteristics of a product or
service that affects its ability to do its stated and implied
functions.
Strategy for survival and for improving the position and share in
the markets.

Strategy to enter a market or to compete with the existing

manufactures.

The foundation for achieving customer‟s satisfaction and brands

get created only due to high quality.
01 Identifying 02 efficiency
defects

03 innovation 04 certification
01 Quality of 02 Conformance
de sign to de sign

03 Utilisation 04 After sales

conditions service
A product is designed keeping in view the customer‟s
requirement. Some of the features to be known for designing a
product include – materials, dimensions and characteristics.
Conformance to design is the degree to which the
manufactured product or delivered service meets the parameter
that have been incorporated in the design.
Utilisation conditions refer to the neccesity of the customer being
informed or trained so that, the purpose for which the product
was made is realize by the customer in total, thus enhancing
customer satisfaction.
The firm should put in place a system by which these possibilities
are anticipated and attended to give customer‟s satisfaction.
01 de sign 02 process
Designing the equipments, processes, manufacturing methods,
and technologies to ensure that quality parameters are obtained
without fail. Robustness is built into all aspects so that the inputs or
extreme working conditions do not affect the quality
characteristics.
Variability is inherent in any process. All processes have
equipments, tools, methodologies, movements, facilitating
goods, people who have their behaviors exhibited depending on
their knowledge, skiils, and abilities. To anticipate and plan for
their proper, designed performance within the permissible
deviations so as not to affect quality is the mechanism for
assuring quality.
01 Quality at 02 Quality
the source control tool s

03 Acceptance
sampling
The concept of quality makes the production worker responsible
for inspecting his/her own work and for taking corrective actions.
Since inspection is done immediately after a job is done, finding
the cause of the error with clarity aids in faster rectification.
1. Flow chart

Flow chart is a visual presentation of a

process showing the various steps. It helps
in locating the points at which a problem
exists or an improvement is possible. The
various steps include;
- Listing out the various steps or
activities or activities in a paricular
job.
- Classifying them as a procedure
or a decision

Flow chart helps in pin pointing the exact

points at which error have crept in.
2. Check sheet

Check sheets are used to record the

number of defects, types of defects,
location at which they are occuring, times
at which they are occuring and workmen
by whom they are occuring. The sheet
keeps a record of the frequencies of
occurence with reference to possible
defect causing parameters.
3. histogram

Histograms are graphical representations of

distribution of data. They generally used to
record huge volumes of data about a
process. They reveal whether the pattern of
distribution has a single peak or many and
also extent of variation around the peak
value. This helps in identifying wheter the
problem is serious.
4. Pareto analysis

Pareto analysis is a tool for classifying

problem areas according to the degree of
importance and attending to the most
important ones. Pareto principle, verbally
stated as “vital few; trivial many” is also
called as 80-20 rule, because its observe
that 80% of the problems that we
encounter arise out of 20% of items.
5. Scatter diagram

Scatter diagram is used when we have two

variables and want to know the degree of
relationship between them. Sometimes, we
can observe that theres no relationship, in
which we can change one parameter
being sure that it has no efffect on the
other parameter. Further if there is a
relationship between the variables, it also
reveals the tye of relation namely positive
or negative.
6. Control chart

Control charts are used to verify whether a

process is under statistical control. This
means the process is subject to variations
due to random causes and there are no
variations due to assignable causes.
Variables, when they remain within the
range, will render the desired quality in the
product and maintain the specifications.
7. Cause and effect diagram

Cause and effect diagram represents all the

possible causes which lead to a defect on
quality characteristics. The effect is
indicated at the end of the arrow and all
the causes systematically recognised are
indicated along branches and sub-
banches. Usually the causes are identified
by brainstorming and by experimentation.
Accepting sampling is also known as the end of line inspection
and categorising the products based on sample based
inspection. In acceptance sampling method of quality control,
the supplier and customer agree upon accepting a lot, by
inspecting a small number taken randomly from the bulk supply.
Acceptance sampling is not quality improvement or correction,
but only a way of ensuring that the number of defectives is within
a certain permitted number.
Quality in design, manufacture, packing, delivery, pricing and
after sales service acts as an advantage and plays important
role in ensuring customer satisfaction. So, the foundation of any
strategy should be quality. These days, price is also a component
of quality. However, care should be taken not to interpret quality
and price as a direct relationship. To achieve quality at low
prices, process should be improved and waste should be
minimised.
Total quality management is viewed from many angles – as a
philosopy, as an approach and as a journey towards excellence.

The main thrust of the total quality management is to achieve

customer satisfaction by involving everybody in the organisation,
across all functions with continuous improvement driving all
activities.

Total quality management systems are designed to prevent

defects from occuring.
01 Deming 02 Juran’s quality
wheel trilogy

Crosby’s Taguchi’s
03 absolute of 04 quality loss
quality function
1. Deming wheel

Deming‟s philosophy help organisations to

improve the quality of the products and
services they offer. Deming‟s approach is
summarised in 14 points and 4 steps
approach to ensure purposeful journey of
total quality management. These steps
have to be performed in the same
sequence repeatedly to sustain and
improve quality.
2. juran’s quality trilogy

According to Juran, the definition of

quality is “Fitness to use” and is
considered as most adequate. Juran
uses his famous universal sequence to
implement quality programmes. The
universal breakthrough sequences are
Proof of need, Project identification, Top
management commitment, Diagnostic
journey, Remedial action and Holding on
to the gains.
3. crosby’s absolute of quality

Crosby‟s absolute of quality can be listed as

follows;
 Quality is conformance to requirements, not
„goodness‟
 Prevention, not appraisal, is tha path to
quality
 Quality is measured as the price paid for
non-conformance and as indices
 Quality originates in all factions. There are
no quality problems. It is the people,
designs, and processes that create
problems.
3. crosby’s absolute of quality

His approach emphasises on measurement of

quality, increasing awareness, corrective
action, error cause removal and continuously
reinforcing the system, so that advantages are
not lost over time. He stated that the quality
management regimen should improve the
overall health of the organisation and
prescribe a vaccine. The ingredients are
integrity, communication and systems and
operations.
4. taguchi’s quality of loss function

He advocate a wide use of design of

experiments for experimentation on variables
and obtains specifications which will result in
high quality of the product. His objective in
giving the loss function is to make
manufacturers realise that it is the target value
of the specification that should be sought to be
achieved and not the permissible deviations.
The loss caused is the square of the deviation
multiplied by a cost constant.
4. taguchi’s quality of loss function

𝑳 = 𝑪(𝑿 − 𝑻)𝟐
Where;
L = Total loss
C = Cost constant
X = Average value of the quality characteristic
T = Target value of the characteristica
ISO 9000 set standards which details out requirements to be adhered to for
certification – help the organisation to be on the track in the journey
towards total quality management. International Standard Organisation in
Geneva brought out to set a standards to the practice of methods which
assure quality.
The objectives can be briefly stated as follows;
I. To maintain product quality in relationship to requirement and to
reinforce the organisational systems to improve
II. To give confidence to the management and other stakeholders,
especially the customers, that the organisation is run on quality lines
III. To instil a sense of pride in the employees which motivates them to
perform better
The key elements of ISO 9000 detail many functions of the organisation and
procedures that are able to be adhered. Documents that are being
followed have to be formulated and the personnel trained to use them.
Documentation is a very important requirement.

During the process of implementation, a number of opportunities open up

for improving quality.

ISO 9000 acts as a starting point towards higher efforts fot achieving total
quality management. The benefits of better communication with intranet
cannot be overlooked.
 4 CATEGORIE S OF COST OF QUALITY

Costs associated for testing,

Costs of all activities that are evaluating, and inspecting a product‟s
designed PREVENTION
01to prevent poor quality quality APPRAISAL
02to assure a high qualityCOSTS
level in
from arising in products or service. all stages
COSTS

Costs associated with discovering Costs associated with quality problems

03
poor product INTERNAL
quality before the that 04 EXTERNAL
occur at the customer site which
products reachesFAILURE COSTS
the customer. FAILURE
leads to customer COSTS
dissatisfaction.
Total productive maintenance puts the responsibility of
maintenance where it belongs to and on the operator who uses
the equipment. It‟s a company wide activity which involves all
the people. The main thrust is eliminating all possible break
downs. The focus is on the operating personnel because they
would know about malfunctioning earlier more than anybody
else. They work on the machine and are aware of the slightest
variations that occur and thus, should be able to remove the
cause before it becomes serious.
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