CHAPTER 1
Specs, operating system and quality of a phone)
QMS: Concept of Quality, History of Quality
Movement, Philosophies
Learning Objectives:
➢Define quality both from the customer and producer
perspective;
➢Understand the historical movement of Quality
➢ Know the different Quality Gurus and contribution
➢Demonstrate importance of quality in manufacturing
➢Differentiate types of quality, dimensions and cost of
Quality.
WHAT IS QUALITY?
Trivia
“Is quality always in the eye of the beholder, or can it be
achieved by producing statistics and defining proper
threshold values?”
The correct answer is: both, and so much more.
Quality is usually perceived as the application’s ability to
fulfill the reasonable expectations and needs set by the
developer or the end user.
Perceived- maramdaman
Threshold value-
QUALITY (definition)
1. Is that which makes a being or thing such as it is
distinguishing elements or characteristic;
2. The characteristics of anything regarded as
determining its values, place, worth, rank, position, etc.;
3. A moral trait or characteristic; and
4. A degree of excellence; relative goodness; or grade.
QUALITY ACCORDING TO;
Customer: The ability of a product or service to
consistently meet or exceed the expectations.
*(ex.
Purchaser: The ability to meet all the expectations
obtained in goods or services.
International Organization for Standardization (ISO
8402): The totality of features and characteristics of a
product or service that bear on its ability to satisfy
stated or implied needs.
*kabuuan na quality ng product para masatisfy ang
needs ng customers.
*there is a standard or a threshold value na kailangan
mameet for us to know if a product or object is in good
quality)
There are so many definitions for Quality.
Quality is,
 Based on judgments by an individual or
organization
*based on the eye of the beholder
*judgement of the user or the organization if the
product or service will meet or exceed its
expectation
 Fitness for purpose
*standard that must be met by the seller in the
forms of the business
 Corresponds to a rating
*namemeet ba ng product or services ang rating mo
 Based on acceptable performance
*values, threshold values, specifications kung
namemeet ba ni product or services
 Meeting goals
*main goal of a product
 Meeting requirements
*requirements mo na nameet ni product or service
or exceed pa ang expectation mo ni product.
* Quality is concerned on the customer satisfaction
QUALITY is concern primarily in finding and correcting
defective products market before they reached the
market
*our goal is to satisfy, meet and exceed the customer
requirements so the concern of manufacturing or
production is to find and correct the defective products
bago makarating sa market
QUALITY
 The strategic approach is proactive, focusing on
preventing mistakes from occurring.
*pro-active- wala pa ang problema nagkakaroon na ng
prevention. Ayaw kase natin na yung products
defective or incorrect product ay makarating sa
customer
Strategic Approach- place with greater emphasis on
customer satisfaction and it involves all level of
management as well as the worker in a continuing effort
to increase quality.
SOME OF THE MOST COMMON DEFINITIONS OF
QUALITY
1. Conformance to specifications- How well a
product or service meets the targets and
tolerances as determined by its designers.
2. Fitness for use- A definition of quality that
evaluates how well the product performs for its
intended use.
*namemeet ba niya yung function niya or yung
intended purpose niya as a phone
3. Value for price paid- Quality defined in terms of
product or service usefulness for the price paid.
*worth it ba ang bayad mo sa product? Hindi ka
ba lugi o hindi ba masyado mahal?
4. Support services- Quality defined in terms of
the support provided after the product or
service is purchased.
(ex. Warranty, after sale services)

*Ang SA ang emphasis niya is customer satisfaction

kaya si management lahat regardless of level kailangan
ay involve para continuously ay maincrease ang quality
ng product

 Today, there is no single universal definition of

quality. Some people view quality as
“performance to standards.”

 Others view it as “meeting the customer’s

needs” or “satisfying the customer.”

 Quality means, products or services made as

per customers’ requirements

 Customer Satisfaction

CUSTOMER- Customer is one who uses our product or

service.

“To satisfy all these customers is the first and foremost

objective”

HISTORY OF QUALITY MOVEMENT
*W. Edwards Deming, Joseph M. Juran, Philip B.
Crosby at marami pang iba – they are the pioneers in
the field of quality control, and they are largely
responsible for the global adaption and integration of
quality assurance and control in the industry.
THE INDUSTRIAL REVOLUTION
 Quality was determined by who developed the
process
*During this time the quality was not determined by
the people creating or making the products but by
the engineers and the managers who developed the
process, yung quality is not defined kung sino ang
gumagawa ng products but it is defined by the
process developed by the engineers and managers.
 Statistical analysis was introduced as a method
of measuring the quality of the process
* During this time, and statistical analysis ay ginagamit
nila as a method to measure the quality of the process.
So, they are not focused on the quality of the product
but to the quality of the process.
 Workers were judged by how much they can
produce, not on the quality
*Workers performance is judged by how much they can
produce not the quality.
*Industrial Revolution – during this time yung
performance and excellence ng worker is not based sa
quality ng products na napoproduce nila pero sa dami
ng product na kaya nila mai-produce.
*Makikta nyo na dapat sa illustration na dapat mas
matimbang ang quality sa quantity. Dito sa industrial
revolution ang focus nila is the process hindi yung
quality ng products.
THE JAPANESE QUALITY REVOLUTION
 Workers focused on defect prevention rather
than inspection
* Ang main focus nila is prevention ng defects rather
than inspection. During process need na maensure na
walang defects.
 Quality becomes everyone’s responsibility
*Kahit saang step sa pagbubuild ng product chinecheck
ang quality
 All levels were trained on quality initiatives
*Managements, operations, support activities lahat ng
levels ng organization ay well trained sila or informed
sila on the quality initiatives of the organizations.
 Statistical method-controlled quality, but did
not determine it
 Employees participated in quality circles and
other feedback programs
 Because of this, Japanese increased their
market share over the next 20 years
The Japanese Quality Revolution – ang focus nila ay
nasa quality ng products hindi sa process.
QUALITY GURUS AND MAJOR CONTRIBUTIONS
1. W. Edwards Deming
 Father of Quality Control
 14 Points (he develop this to guide the
companies in quality improvement)
 Plan-Do-Check-Act cycle
 Training & data-based problem solving
*For him, ang major proportion of problems can be
solved by the management and only a minority of
problems can be contributed to suppliers and worker.
*In his view, we must change the fundamental style of
management and corporate culture.
*According to him, quality problems is 15% due to
worker error and 85% is contributed by the quality
problems due to system errors. So para sa kanya,
minimal lang ang effect ng error ng worker sa quality
problems and majority sa quality error ay coming from
the systems.

2. Joseph M. Juran 6. Genichi Taguchi

 The Quality Handbook editor (*Published in  Efficient experimental design (*focused on the
1951) product design quality)
*He is known for Juran’s trilogy consists of  Robust design (*there are 3 stages of product
quality planning, quality control, and quality development)
improvement  Quality loss function
 Management breakthrough * With this approach the specification rate is
 Quality trilogy more important than nominal or target value.
*Define quality as fitness for use *So for him, yung specification rate is more
*Developed cost of quality important but ibig sabihin ba non the product
as good as it can be or should be just because it
is in the specifications so Taguchi says no to
3. Armand V. Feigenbaum
this.
 Total Quality Control *Specify the three situations:
 Quality costs 1. The larger the better
 “Hidden plant” Example: The larger the process yield, the better
*According to him, quality is the customer perception of 2. The smaller the better
what quality is and not what the company thinks it is.
Example: The smaller the rejection rate, the better
*According to him, quality and cost is the same at ang
quality is an individual and team commitment. 3. On target/minimum variation

*In his hidden plant, that in every factory a certain Example: A meeting part in an assembly.
proportion of its capacity is wasted through not getting
it the right the first time.

*Up to 40% of the capacity of the plant is wasted.

4. Kaoru Ishikawa

 Quality control circles

 Cause-effect diagrams/ Ishikawa diagrams/
Fishbone Diagram
 Elemental statistical methods

5. Philip B. Crosby

 Quality Is Free (*His first book that made him

famous)
 Zero defects
 Defined quality: meeting customer
requirements
* Developed the phrase “Do it right the first
time”

CHAPTER 2: Quality Management Systems:
Importance, Types, Dimensions and Cost of Quality
Learning Objectives
➢Demonstrate importance of quality in manufacturing
➢Differentiate types of quality, dimensions and cost of
quality
IMPORTANCE OF QUALITY
SOME OF THE MOST COMMON IMPORTANCE OF
QUALITY
1. Customer satisfaction (more loyal customer)
*of course if you will able to deliver quality products
and services definitely we can achieved customer
satisfaction and magkakaroon tayo ng more loyal
customers, and we will continue our business with
them.
2. Avoid rework (reduce costs)
*if we have good quality products hindi na natin
kailangan magkaroon ng rework and it will lead to
reduction in cost.
3. Avoid cost of losing customers
*once we build our relationship, reputation, and once
na kilala na tayo ng mga customers na tayo ang
nagpoproduce ng quality products then hindi na tayo
mawawalan ng customers.
4. Increase efficiency
*kapag walang rework walang nasasayang lahat ng
resources ay efficiently nagagamit and lahat ng
materials, machines, energy, information ay nauutilize
natin maiincrease ang efficiency ng isang company or
firm na nagpoproduce ng product or service.
5. Increase productivity
6. Increase market share
* once na kilala na tayo sa market place tataas ang
market share ng isang organization.
7. Increase moral of workers/employees
➢ Tough Competition
➢ Educated Customers
*kahit na merong tough competitions makakasabay
tayo, and the more na nakakpagproduce tayo ng
product, the more na nagiging educated ang ating
customers. Kasi sabi nga natin if we want to produce a
quality product sa design stage palang dapat involve na
si customer and kinoconsider na natin kung ano yung
requirements nila.
TYPES OF QUALITY
 Quality of Design
*It is a value of design to customers
(ex. Merong product with poor design kahit siya ay
pumasa ng quality control and quality assurance,
kapag poor ang design niya it will be considered as
low quality parin)
*under din ng quality design is the functionality and
features of the product, performance, usability,
reliability, accessibility of the product
 Quality of Product
*it is the value of the product to the customers, so
the product must conform to specification and a
product that is fit for purpose
  Quality of Service
*tangible elements of quality such as
environment,customer service and customer
experience na mararanasan ng customer natin, so
ito yung responsiveness, consistency, user interface
and experiences ng customers.
DIMENSIONS OF QUALITY
Dimensions of Quality
1. Performance - Main characteristics of the
product or service
*pertains to the efficiency of the product to achieve
the intended purpose.
2. Aesthetics - Appearance, smell, or taste
*subjective ang sensory characteristics like sound,
look and smell of the product.
3. Special features - Extra characteristics
*it pertains to the attributes of the product that
supplement a products basic performance
4. Conformance - How well a product or service
corresponds to design specifications, and to the
customer’s expectations
*numerical dimensions na, since ang specification
ay manggagaling na kay customer, so numerical
dimension siya for products performance such as
yung capacity, speed, size, color of the product ay
naachive natin based on customer specification and
customer expectation.
5. Safety - Risk of injury or harm
*we have to consider ang risk of injury or harm na
pwedeng madala or maibigay ng product, so sa
pagcecreate ng product sa dimensions of quantity
considered na rin kung gaano ba kasafe yung
product for human use
6. Reliability - Consistency of performance
*property ng product to perform consistently over
its useful design life
(Ex: 3years hindi naman consistently ay
magpeperform yung product over its useful design
life)
7. Durability - The useful life of the product or
service
*ito yung degree to which the product tolerates
stress or trauma without failing, so sa loob ng 3
years na useful life niya hindi ba siya nasira? hindi
ba siya nagfail?
*(kapag RELIABILITY ito yung consistency siya ng
performance, kapag DURABILITY ito yung degree to
which the product tolerates the stress or trauma
without failing yung performance of the product)
8. Perceive Quality- indirect evaluation of quality
(e.g. reputation)
*based on customer opinion, customers product
and services with their understanding of their
goodness, nakadepende na siya kung gaano ba o
paano ba idedefine ni customer yung goodness ni
product or ni services.
9. Service after sale - Handling of complaints or
checking of customer satisfaction
*ito yung mga after sale or service ability na
tinatawag, it refers to the characteristics of the
product related to ease of prepare, reparability and
also ito yung sa mga warranty, yung bang product
na binili natin is kaya ba siyang irepair, yun ang
 tinatawag na service after sale na isa sa mga
kinoconsider natin in dimensions of quality.
*for better understanding eto yung mga example ng
quality dimension comparing yung sa product and
yung sa service lets have for example ay we have an
automobile for product and auto repair for service.
So in terms of performance in dimension of quality,
everything works fit and finish ba for automobile or
maganda ba ang pagkakagawa lahat ba ay
nagfufunction? For auto repair all work done,
natapos ba and nag agreed ba sa price na
napagusapan ni customer and si repair personnel?
For aesthetics, so sabi natin ito yung subjective
sensory characteristics like yung ride, yung handling
yung grade of materials na ginamit pati yung
interior design soft touch ba yung auto mobile or
product? For auto repair since intangible sa
aesthetic ito yung friendliness repair man, courtesy,
competency, quickness and cleanwork/waiting
area……(binsa lang yung mga kasunod sa table)
COST OF QUALITY
 The reason quality has gained such prominence
is that organizations have gained an
understanding of the high cost of poor quality.
*there is an associated cost kapag poor ang
quality ng products na naproduced naten
o Prominence - the state of being
important, well-known, or noticeable
 Quality affects all aspects of the organization
and has dramatic cost implications.
 The most obvious consequence occurs when
poor quality creates dissatisfied customers and
eventually leads to loss of business.
Two categories of cost of quality
1. The first category consists of costs necessary for
achieving high quality, which is called quality
control cost. There are of two types: appraisal
cost and prevention cost.
2. The second category consists of the cost
consequences of poor quality, is called quality
failure cost. These include external failure cost
and internal failure cost.
Quality Control Cost
 Appraisal cost
 Prevention cost
Quality Failure Cost
 External Failure Cost
 Internal Failure Cost
APPRAISAL COSTS are incurred in the process of
uncovering defects. They include the cost of quality
inspections, product testing, and performing audits to
make sure that quality standards are being met.
*also called inspection cost
*it is the cost incurred para maidentify yung defective
products before they are ship to the customer kase
gusto natin maensure na there’s no poor quality
products that will be ship to the customers
Also included in this category are the costs of worker
time spent measuring quality and the cost of equipment
used for quality appraisal.
*sa
appraisal
costs ito ay early detection of defects,identification of
defective products involve, maintaining a team of
inspectors , we need appraisal costs to ensure good
quality will be ship to customers
Formula for Appraisal Cost (%)
= (appraisal cost / total cost) x 100
PREVENTION COSTS are all costs incurred in the process
of preventing poor quality from occurring.
*the cost incurred to avoid and minimize the number of
defects at the first place is known as prevention costs
*examples ng prevention costs, yung cost na involve sa
improvement of the manufacturing process, training ng
workers, quality engineering, and the statistical process
control
They include quality planning costs, such as the costs of
developing and implementing a quality plan.
Also included are the costs of product and process
design, from collecting customer information to
designing processes that achieve conformance to
specifications.
Employee training in quality measurement is included
as part of this cost, as well as the costs of maintaining
records of information and data related to quality.
*Prevention cost – preventing poor quality from
occurring, while Appraisal cost is the cost of uncovering
defects.
Formula for Prevention Cost (%)
= (prevention cost / total cost) x 100
INTERNAL FAILURE COSTS are associated with
discovering poor product quality before the product
reaches the customer site.
*the appraisal and prevention cost is involve in the
initial stage of producing the products like
manufacturing processes and the internal failure costs
is once created na and manufactured na yung products.
Ito yung cost incurred to remove defects from the
products before shipping them to the customers. So
ichecheck natin kung wala bang defective products na
mashiship to customers.
One type of internal failure cost is rework, which is the
cost of correcting the defective item.
Sometimes the item is so defective that it cannot be
corrected and must be thrown away.
This is called scrap, and its costs include all material,
labor, and machine costs spent in producing the
defective product.
Other types of internal failure costs include the cost of
machine downtime due to failures in the process and
the costs of discounting defective items for salvage
value.
EXTERNAL FAILURE COSTS are associated with quality
problems that occur at the customer site.
*Kapag external failure costs, defective products have
been shipped to the customers na and external failure
costs arise
These costs can be particularly damaging because
customer faith and loyalty can be difficult to regain.
They include everything from customer complaints,
product returns, and repairs, to warranty claims,
recalls, and even litigation costs resulting from product
liability issues.
*The shipment of defective products can dissatisfy the
customers. Pwede ding madamage yung goodwill and
mareduce yung sales and profit natin. That’s why in
cost of quality inaaral din ang external failure cost kasi
nga bukod sa mawawalan kana ng customers, may cost
ka pa incurred para icorrect and irepair yung product
and ihandle yung complaints and warranty complaints
ni customers.
A final component of this cost is lost sales and lost
customers.
For example, manufacturers of luncheon meats and hot
dogs whose products have been recalled due to
bacterial contamination have had to struggle to regain
consumer confidence.
*even us kapag nakabili ng products na may defects, di
tayo nasasatisfy and hindi na ulet tayo bibili non. Ganun
din sa mga manufacturers kaya kailangan naten
maensure na yung first three stages appraisal cost,
prevention cost, and the internal failure cost, kailangan
pulido na at walang mangyayareng external failure cost
kase malaki ang impact na pede niyang ibigay sa isang
organization.
Other examples include auto manufacturers whose
products have been recalled due to major malfunctions
such as problematic braking systems and airlines that
have experienced a crash with many fatalities.
*external failure costs are the cost associated with
quality problems that occur at the customers’ site
External failure can sometimes put a company out of
business almost overnight.
Formula for failure Cost (%)
= [(internal failure + external failure) / total cost)] x
100

TO SUMMARIZE

Costs of Quality

Appraisal costs - Costs of testing, evaluating, and

inspecting quality.

*more on inspection and ensuring that we conformed

to the quality standards.

Prevention costs - Costs of preparing and implementing

a quality plan.

*even yung improvement ng manufacturing processes,

and the training of workers to ensure that we will
produced quality products ay involve sa prevention
costs

Internal failure costs - Costs of scrap, rework, and

material losses.

*once na completed na yung products we have to make

sure walang scrap or defective products na mashiship
kay customers

External failure costs - Costs of failure at customer site,

including returns, repairs, and recalls.

*products na nakarating na kay customers site including

yung returns , repaors and recalls na kelangan gawin as
counter measure to correct the product or to correct
the order of the customers kasi nga pede mawalan ng
customers kapag hindi inayos

*napakacostly ng external failure costs because it can

lead to loss of customers and loss of sales.

CHAPTER 3: QUALITY MANAGEMENT SYSTEM
Learning Objectives
➢Define Quality Management Systems
➢Understand the function and purpose of QMS
➢Define elements and design of QMS
➢Recognize the benefits of quality management
system
➢Demonstrate how to establish and Implement QMS
INTRODUCTION
Organization – a chain of internal suppliers and
customers who are collectively responsible to deliver
finished products to end customer.
*as we can see on the illustration internal customers
can be found inside the internal supply chain. Etong
nasa labas is the external suppliers and this is the end
customer.
*So, it is important to understand quality para makapag
establish tayo ng qms in an organization and ito ay
madederive from the process relationship between the
suppliers and customers
WHY WE NEED QUALITY MANAGEMENT SYSTEMS?
➢ Should be established for achieving sustain growth
*If we go back to definition of quality, it is the
fulfillment of the needs and expectations of internal and
end customers.
*When we say internal customers ito yung 2nd stage o
yung next step ng isang operation or ng isang
manufacturing organization. Example si product A need
niya dumaan kay process 1, process 2 at process 3. Si
process 1 ang internal customer niya ay si process 2.
And si process 2 ang internal customer niya ay si
process 3.
*Then we have the production, sa production ang
kanyang internal customer ay si inspection, si final
inspection ang kanyang customer is si logistics kase sila
ang magpapack and magshiship ng products. So eto
yung stages kung saan dumadaan ang products from
one process or one stage to another
*ISO 9001 or quality management system is introduced
para mafulfill yung needs and expectations of the
customers consistently
*now why we need qms, ofcourse ang gusto natin
magpatuloy ang ating business, continuously sya ay mag
grow, so ang qms is established for achieving sustain
growth of an organization
RELATING INTERNAL AND END CUSTOMERS
Finished products relate organization and end
customers.
*kase si organization outputs products and si end
customers use the products. So yung finished products
relate organization and end customers. Yung products it
can be hardware, software, services or combination of
them.
Internal processes relate internal suppliers and
customers exists within an organization.
*kase ang organization implements a set of processes
para makapagdeliver ng products to customers. Yung
internal processes na yon, yon ang nagrerelate kay
internal suppliers and kay internal customers
*So the owner of a process is defined as internal
supplier who delivers semi-finished products to the
owner of the next process.
*Yung nakakareceive ng semi products or inputs from
internal suppliers are internal customers.
QUALITY MANAGEMENT
Management activities and functions involved in
determination of quality policy and its implementation
through means such as quality planning, quality
assurance and quality control)
*when we say quality management, eto yung activities
and functions na kinakailangan para madetermine natin
ang quality policy and paano siya maiimplement, ano
yung mga means para maimplement. Pag sinabing
quality management wala pa tayong set of policies or
qulity policies or guide, bubuo palang tayo through
different management activities and functions
QUALITY MANAGEMENT SYSTEMS
A system comprised of quality planning and quality
improvement activities, the establishment of a set of
quality policies and objectives that will act as guidelines
within an organization, and QA and QC.
* eto ay system na comprised of the quality planning
and quality activities na nadetermine natin in quality
management. Eto na yung establishment ng mga
guidelines, quality policies and objectives na magiging
guide ng isang organization to achieve and fulfill the
customers’ needs and requirement.
QUALITY MANAGEMENT SYSTEMS
Is planned and established by documenting procedures
for the processes of organization to fulfill the needs and
expectations of internal and end customers.
* So the internal standard like ISO 9001 specifies yung
requirements of quality management system to
consistently provide products that meet the customers
and regulatory requirements.
* yung standard na yon is applied by many organization
throughtout the world, kaya qms is a formalize system
that documents yung processes, procedures,
responsibilities for achieving quality policies and
objectives. It helps the organization to coordinate and
direct an organization’s activities to meet the customer
and regulatory requirements and improve yung
efficiency and effectiveness on a continuous basis.
*tatandaan lang when we say qms set siya ng internal
rules that are define by a collection of policies ,
processes, documented procedures and records. So it
defines on how we achieve and how we deliver product
or service that will meet the customer expectations.
ISO
-Refers to the International Organization for
Standardization.
ISO establishes common worldwide standards.
Greek word “isos” meaning “equal” – a standard for all.
FUNCTION OF THE MANAGEMENT SYSTEM
STANDARDS
These standards provide requirements or guidelines for
organizations to develop and systematically manage
their policies, processes, and procedures to achieve
specific objectives.
Usually, they adopt a plan–do–check–act (PDCA)
approach to achieve the objectives
QMS Purpose- to help reduce the variation not only in
the product, but also in the complex and integrated
business processes upon which we have become so
dependent.
*variation in the product meaning yung pagkakaiba iba
or differences ng mga product in terms of quality. Para
maging standard and consistent tayo sa pagpoproduce
ng quality products we need thee qms . And also the
complex and integrated businesses mapapadali because
of the set of standards, set of quality policies and rules
and guidelines na maibibigay satin ng qms para maging
guide to achieve and meet the customer satisfaction
*implementing Quality management system affects
every aspects of every organization performance,
Benefits of a documented quality management system
includes the ff.
QMS Benefits
• Improve our organization.
• Bring consistency and definition to processes, which
will result in fewer defects and more efficient practices.
• Meet a global requirement by the customers to fulfill
their requirements and to be qualified as a supplier.
*hindi namna tayo maquaqualify as a supplier if hindi
natin mameet yung requirements ni customers
• Solve problems
*which is part of ISO 9001 standard
• Increase market share
• Reduce waste, scrap, and rework.
• Increase customer confidence in our products and
services.
*so once we meet the customer requirements it will
help to instill confidence on the organization: intern
leading to more customers, more sales and more repeat
business. So meeting organization requirements
meaning we will ensure ung compliance with regulation
and provision nung product and services in the most
cost and resource efficient manner. Para makapag-
generate tayo ng profit and also an opportunity on
creating room for expansion and growth.
QMS Elements
*each element of a QMS helps to achieve the overall
goalsof meeting the customer or organization
requirements. So, yung quality policy and objectives,
quality manualand procedures, and work instruction are
all part of the electronic media. Lahat ng nakaunderline
ay part ng electronic media
• The organization’s quality policy and quality objectives
*quality policy and quality objective should be
documented
• Quality manual
*ditto nakalagay yung scope ng quality management
system
Quality Manual- Documents QMS and makes reference
to QMS processes and procedures
*si company nagstablish siya ng QMS as a means of
ensuring that the product will formed to the specified
requirements, itong manual na to QMSis documented
at ginagawang reference QMS processes and
procedures
• Procedures, instructions, and records
Procedures- An outline of how to perform a process e.g.
‘Purchasing’
*when we say procedure it is the act of outline of the
task of our inter supply change involve in an
organization (ex. Purchasing, Marketing, HR,
Production) so ano ba yung procedure na ginagawa ng
mga processes na to inside the organization
Instructions- “Work Instruction” Description of how to
perform a task which is a more detailed portion of the
procedure e.g. ‘Completing a PO
*so, yung procedure kasi ay level of information lang
kung papaano ieexecute kapag work instruction ito na
yung detailed on how to perform the task (hal. Kung
paano magplace ng order sa system, portion siya or part
ng procedure pero mas detailed paano ioperate ang
machine step by step nakalagay sa instruction). Pag
napunta kayo sa company lalo nap ag nagging part kayo
ng production and specifically the process gagawa kayo
ng mga work in actions kung paano ipeperfom ni
operator yung task or kung paano niiya iooperate ang
machine, same thing sa lahat ng equipment o lahat ng
mga task sa isang organization sapat may work
instruction even sa planning (gumagawa ng work
instruction kung paano ieexcecute yung mga reports
kung paano ang pagpaplan, lahat ng task detailed
information of the procedure is involve in the work
instruction.
Records- Documented procedures define the controls
needed for identification, storage, protection, retrieval,
retention time, and disposition of quality records.
*in record we have system na ginagamit to keep track
the information of an org. syempre kailangan sa
organization may control di pwedeng mawala or ibigay
sa ibang org. so, internal control siya for documented
procedure kailangan din natin istore i-protect and
retrieve yung nga information na meron tayo and also
yung retention time kasi may mga time na within 3years
ikeep mo yung recordand after 3years pwede mon a
siyang idelete. As business continuous madami tayong
ikekeep na record so iyun ang sinasabing retention time,
also yung disposition of the quality records kung anong
gagawin doon sa ididispose bap ag nameet natin ang
retention time anonggagawin natin sa mga quality
records natin ididspose ba or ikekeep padin natin ano
magiging disposition ng management
• Data management
-comprises all disciplines related to managing data a
valuable resource.
*so, napaimportant kasi ng ating mga information at
data kaya kailangan manage siya efficiently and
effectively so anu yungmagiging strategy ng isang org
when it comes to data management kaya natin siya
pinaguusapan as part or as an element of QMS
• Internal processes
-Any activity or set of activities that uses resources to
transform inputs into outputs
*ito na yung conversion process ito na yung internal
processes na pinaguusapan or mgainternal suppliers
natin na gumagamit ng mga resources to transform
yung inputs into outputs or ito yung mga internal
customer so maaalala natin yung sa illustration ng ng
org kung paano natin irerelate ang internal supplier at
internal processes. Yung internal processes ay yung
inputs of the internal supplier ang receiver ay yung
internal customer so lahat ng processes involve para
mamanufacture ang product at matransfer into finish
goods is part of the internal processes
• Customer satisfaction from product quality
• Improvement opportunities
*kung may mga kailangan pa iipmprove kasi abf quality
ay continuous improvement so kailangan patuloy na
nagiimprove ang product services or yung processes
inside the org
• Quality analysis
-Examination of the quality goals of a product or service.
*so eexamine din natin kung ano yung goal ng product
or service based on customer requirementsand paano
ntain maachieve
Establishing and Implementing a QMS
*so bago tayo makapagstablish ng QMS kailangan si
organization maidentify niya muna and mamanage niya
yung multi fictional processes to have ensure the
customer satisfaction.
The QMS design should be influenced by the
organization’s varying objectives, needs, and products
and services provided.
This structure is based largely on the plan-do-check-act
(PDCA) cycle and allows for continuous improvement to
both the product and the QMS.
*QMS design will based on kung ano yung ating
objectives, needs and services na ipoprovide natin and
ang pinaka ginagamit natin sa QMS is the plan to do
check up cycle, and it allows for the continuous
improvement of product in the QMS
The basic steps to implementing a quality management
system are as follows:
1. Design
2. Build
These portions serve to develop the structure of a QMS,
its processes, and plans for implementation.
3. Deploy
*so yung mmga company gumagamit sila ng mga
intranets para maassist yung deployment ng QMS.
Deployment-it is the breaking down of the process into
subsets, educating stuffon documentation metrics and
training ng mga tools and educating ng mga staffs
regarding the deployment procedures
Best served in a granular fashion by breaking each
process down into subprocesses and educating staff on
documentation, education, training tools, and metrics
4. Control
5. Measure
Largely accomplished through routine, systematic audits
of the quality management system
*so may mga audit din to ensure na namemeasure and
macontrol natn yung quality management system. So it
vary a great lead from organization to organization
depending on the size yung potential risk and
environmental impact
6. Review
7. Improve  Helps organization to ensure that they meet the
needs of customers while meeting statutory
Detail how the results of an audit are handled.
and regulatory requirements

Advantage of ISO

CHAPTER 4 • Quality is maintained

• ISO registration has significant bearing on market

Current and Emerging Quality Management Systems, credibility
Programs and Initiatives.
*when looking for a supplier? ISO accredited ba yan?
-ISO 9000
• Opportunity to compete with larger companies
Learning Objectives:
• More time spent on customer focus
 Define the different programs of QMS
• Means that company is committed to quality
 Define ISO and ISO 9000
 Learn the advantages of ISO *kapag ISO ka ang impression agad sayo is committed
 Determine the eight quality management ka sa quality
principles
• May facilitate trade and increased market
*quality systems, programs, and initiatives – produced opportunities
output with outstanding quality
• Can increase customer confidence and satisfaction
ISO
INTERNATIONAL STANDARDS ISO 9000
• Refers to the International Organization for
*total quality systems is no longer an option, it is
Standardization.
required
• ISO establishes common worldwide standards
*companies without quality programs are at risks
• Greek word “isos” meaning “equal” – a standard for
• The emphasis on customer satisfaction and
all
continuous quality improvement has necessitated a
What is ISO? system of standards and guidelines that support the
quality philosophy.
 An independent, non-governmental,
international organization. • To address this need, the International Organization
*composed of member bodies over 160 for Standardization (ISO) developed a set of standards,
countries setting international standards related ISO 9000, 9001, and 9004
to products and services
 Aims to develops standards to ensure the
 quality,
 safety,
What is ISO 9000?
 efficiency of products, services, and systems
 It is a family of standards related to Quality • The ISO 9000 standards referred to as quality
Management Systems management standards (QMSs)
*ISO nakapag published na over 13000
*provides one consistent set of requirements
standards and kasama na rito yung ISO 9000
recognized around the world
related to quality management (most widely
known and impactful of any standards issued by *ISO 9001 not a complete guarantee of your quality
the ISO) product or service. This is only used a s a base level of
quality systems which will follow by the companies
• were revised in 2000 9000:2015

• This group of standards specifies the requirements for

quality management systems. Together they make up
the framework of the quality management system.

THE ISO 9000 FAMILY

• ISO 9000—Quality Management Systems:

Fundamentals and Vocabulary

• ISO 9001—Quality Management System

Requirements

• ISO 9004—Managing for the Sustained Success of an

Organization
1. Customer focus
*First principle covers needs and customer
service
*it stressed out that the business should
understand its customers
The American National Standards Institute and the • Understand the needs of existing and future
American Society for Quality customers
• Align organizational objectives with customer
*they brought their standards in line with the ISO needs and expectations
quality standards • Meet customer requirements
• Measure customer satisfaction
• ANSI/ISO/ ASQ Q9000, Q9001, and Q9004
• Manage customer relationships
• (ASQ 2000a-c) ISO 9001 is now a more generic • Aim to exceed customer expectations
standard applicable to manufacturing and service
industries, which have the option of omitting 2. Leadership
requirements that do not apply to them specifically. *without clear and strong leadership, a business
plunders
*ISO 9000 – required rules or quality standards while sa
*concern sa direction ng organization
ISO 9001, may option si company na mag omit ng
• Establish a vision and direction for the
requirements na hindi para sa kanila
organization
What is the ISO 9001 Standard? • Set challenging goals
• Model organizational values
• A document that describes all of the requirements • Establish trust
needed in order to create and maintain a quality • Equip and empower employees
management system as described in ISO 9000. *research shows that when employees are
*ISO 9000 – definition kasama sa loop naten, they become more
motivated and productive
*ISO 9001 – requirements • Recognize employee contributions
• Both the ISO 9000 and 9001 standards are based on a
number of quality management principles including a 3. Engagement of People
strong customer focus, the motivation, and implication *we want to ensure na nagagamit naten lahat
of top management, the process approach and yung abilities n gating people and valued them
continual improvement. as well
• Ensure that people’s abilities are used and
Quality Management Principles Underlying ISO valued
• Make people accountable
 • Enable participation in continual improvement
• Evaluate individual performance
• Enable learning and knowledge sharing
• Enable open discussion of problems and
constraints
4. Process Approach
*concerns with the efficiencies and
effectiveness
• Manage activities as processes
*we can reduce cost, improve consistency,
eliminate wastes, and promotes continuous
improvement
• Measure the capability of activities
• Identify linkages between activities
• Prioritize improvement opportunities
• Deploy resources effectively
5. Systematic Approach to Management
• Identifying, understanding and managing
interrelated
Processes (connected processes or may
relationship to each other)
• Contributes to the organization’s
effectiveness and
efficiency in achieving its objectives
• Focuses its efforts on the key processes
*its focused is to increase efficiency. How?
• Aligning complementary processes to get
better
efficiency. - his means that multiple
processes are
managed together as a system which should
lead to
greater efficiency.
6. Continual Improvement
*this principle is very straight forward, it should
be an active business objective
*clear benefit of this is increase ability to
embrace new opportunities. Will also give
flexibility and will improve the flexibility of the
company especially in difficult economic time.
*with this, we can adopt to market situations
• Improve organizational performance and
capabilities
• Align improvement activities
• Empower people to make improvements
• Measure improvement consistently
• Celebrate improvements
7. Factual approach to decision making
• Ensure the accessibility of accurate and
reliable data and analysis
*logical approach based on data
• Use appropriate methods to analyze data
• Make decisions based on analysis
• Balance data analysis with practical
experience
• Tools for decision making
8. Mutually beneficial supplier relations
*supply chains
• Identify and select suppliers to manage costs,
optimize
resources, and create value
• Establish relationships considering both the
short and
long term
• Share expertise, resources, information, and
plans with
partners
• Collaborate on improvement and
development activities
• Recognize supplier successes
*there would be an optimization of costs and
resources
*in cases na kailangan naten ng tulong from the
suppliers, we can ask for help from them
Why ISO 9000 or 9001?
• One misconception is that ISO 9000 or 9001 is only for
manufactures or large organizations. As a principles-
based standard, ISO 9001 can be applied to any
organization regardless of what type or size it may be.
• The standard defines the requirements, but it does
not dictate the method of application. The latest version
of the standard has been specifically designed to be
more accessible to organizations outside the
manufacturing sector
ISO 9001 Benefits
 Clear understanding of your objectives and new
business opportunities.
  Identifying and addressing the risks associated • customer-related processes
with your organization.
• concept of continual improvement
 Renewed emphasis on putting your customers
first. *ISO 9004 is a standard that provides guidance for the
 Meeting the necessary statutory and regulatory systematic and continual improvement of the
requirements. organization’s overall performance
 Organizational and process alignment to
increase productivity and efficiency.

What is an ISO 9000 Certification?

• To become ISO 9000 certified, should really be

focused on ISO 9001.

• ISO 9001 is the standard that sets out the criteria for a
quality management system and is also the only
standard within ISO 9000 that an organization can
certify to.

An organization must demonstrate the following in

order to be ISO 9001 certified:

• The company follows the guidelines within the ISO

9001 standard;

• The company meets its own requirements;

• The company meets its customer requirements and

statutory and regulatory requirements; and

• The company maintains documentation of its

performance.

How to Become ISO 9001 Certified?

• The ISO 9001 certification process requires an

organization to implement ISO 9001:2015
requirements.

• Once implemented, an organization must successfully

complete registrar’s audit to confirm that the
organization system meets those requirements.

ISO 9001 and ISO 9004

Are a consistent pair.

*minsan inuuna ng company na maging ISO 9001

certified tapos saka mag ISO 9004

They are designed for use together but may be used

independently, with their structures being similar

Two fundamental themes

CHAPTER 5: Total Quality Mangement DECISION
Short Term – (objectives) emphasize the achievement
within a day
Total – made up of whole
Long Term – masustain yung customer satisfaction
• Quality –degree of excellence a product or service
(improvements)
provides
• Management –act, art or manner of planning,
EMPHASIS
controlling, directing....
Detection- uncovering of defects (inspection)
Prevention – Prevent faulty products and occurrence of
The Concept of TQM
defects
Produce quality product the first time
ERRORS
Focus on the customer
Operations – resolve the task process na may problema
Have strategic approach to improvement
System – identify interdefendence of different process
Improve continuously
(manage process at a whole system
Encourage mutual respect and teamwork
RESPONSIBILITY
What is Total Quality Management?
Quality control- only the employees involve are
responsible for the quality
A philosophy that involves everyone in an organization
Everyone – total participation everyone regarding the
in a continual effort to improve quality and achieve
level (including top executives)
customer satisfaction.
PROBLEM SOLVING
Various Definition of TQM
Managers- directly involve in solving problems (mag
aasign ng task to workers at top level)
TQM is the integration of all functions and processes
Teams – solving problem as a team
within an organization in order to achieve continuous
improvement of the quality goods and services.
The Key Elements of the TQM
• The process to produce a perfect product by a series
of measures require an organized effort by the entire
Focus on the customer
company to prevent or eliminate errors at every stage
Employee Involvement
in production is called total quality management.
Continuous Improvement
• According to ISO “TQM is a management approach for
an organization, centered on quality, based on the
TOTAL QUALITY MANAGEMENT PRINCIPLES:
participation of all members and aiming at long-term
success through customer satisfaction and benefits to
1. Customer Focus: The strategy of Total quality
all members of the organization and to the society.
management is customer-oriented.
Traditional Approach and TQM
2. Process-Centered: If problems are being caused by
your process, then any training or changing the
workforce will not help you enough to get through the
desired success.

3. Strategic Approach: A well-planned strategy can lead

an organization to its desired position. Companies
must focus upon planning the execution strategy and
implementing them.

4. Communication: The communication strategy focus

upon the internal and external communication of an
organization. The stakeholders, members, directors and
DEFINITION
even the employees must have the same goal and that
Product- based – company decide on the quality
is the growth of the organization
Customer- based – customer decides on the quality
5. System Approach to Management - Identifying,
understanding, and managing a system of interrelated
processes for a given objective improve the
organization’s effectiveness and efficiency
6. Employee involvement: Employees are an
organization’s internal customers. Without the
involvement of the internal workforce, the growth of an
organization is completely not workable.
7. Integrated system: It is necessary to have a company
quality system following principle Process apparatus, for
the understanding and handling of the quality of
services or the products of a company or an integrated
organization system which may be modelled for
example ISO 9000.
Non- Value added (but necessary) activities- These
activities do not add value to a customer. They are
necessary for continuity of a process.
Non- Value added (and un- necessary) activities –
These activities do not add any value to the processor
products. They form the wasteful steps.
What is waste?
“Muda” in Japanese term
- Can be explained using
“DOWNTIME”

CHAPTER 6: Current and Emerging Quality

Management Systems, Programs and
Initiatives

Lean Six Sigma

What is Lean?

- It is a process that helps to reduce or eliminate

processes that doesn’t add value to the product
- Aims to reduce the wastes involved in the process
What is Six Sigma?
Lean helps in:
Six Sigma is a data-driven problem-solving methodology
Reducing process cycle time
The focus is on process variations and emphasis is given
to customer satisfaction. Continous process
Improving productor service delivery time
improvement with low defects is the goal of this
method.
Reducing or eliminating chance of defect occurrence
The goal of Six Sigma:
Reducing inventory levels
• The aim of Six Sigma is to make a process effective
with - 99.99996 % defect free. This means a six sigma
Optimizing resources available
process produces in 3.4 defects per million
opportunities or less as a result.
What is VALUE?

• “Value” is related to customer’s perception of

product(s) or service(s), which he or she is willing to pay
for.

Value added activities - These activities add value to

the process and are essential. They improve processes
for productivity and quality.
 promoting the use of work standardization and flow,
THE DMAIC PROCESS thereby creating a competitive advantage.
It applies anywhere variation and waste exist, and every
• Define the problem employee should be involved.”
- Improvement activity, opportunity for improvement,
the project goals, and customer (internal and external) Why is Lean Six Sigma gaining the importance in
requirements today’s scenario?
- Project charter
- Voice of the customer The ultimate objective is to improve processes by
- Value stream map reducing variation and eliminating waste. It’s a
continuous improvement process, where Lean methods
• Measure process performance and Six Sigma approaches, both take their turn during
-Develop a data collection plan for the process. Collect PDCA.
data from many sources to determine types of defects The extent of approaches may differ depending upon
and metrics. Compare to customer survey results to process complexities or improvement sought.
determine shortfall. The combination of these two methods helps to
- Process map develop streamlined processes with high quality &
- Capability analysis results. It improves bottom-line profits and helps
- Pareto chart meeting business goals

• Analyze the process to determine root causes of

variation and poor performance (defects).
- Root Cause Analysis
- Failure mode and effects analysis
(FMEA)
- Multi-vari chart

• Improve process performance by addressing and

eliminating the root causes.
- Design of experiments (DOE)
- Kaizen event

• Control the improved process and future process

performance.
- Quality control plan
- Statistical process control (SPC)
- 5S
- Mistake proofing (poka-yoke)

DMAIC Application

Imagine you want to clean up your garage so you can fit

a new motorcycle inside. You could use Lean methods
to accomplish this goal.

What is Lean Six Sigma?

“Lean Six Sigma is a fact-based, data-driven philosophy

of improvement that values defect prevention over
defect detection.
It drives customer satisfaction and bottom-line results
by reducing variation, waste, and cycle time, while