Fundamentals of Quality Management

Professor Antony (BE, MSc, PhD, FCQI, FASQ, FRSS, FILSSi, FISSP, FIOM)
Professor of Quality and Operational Excellence
Vice President of Research, International Academy for Quality (IAQ)
Lean Six Sigma Master Black Belt (ASQ, ISSP, ILSSi)

Editor in Chief of the International Journal of Quality and Reliability Management (Europe)
Editor in Chief of the International Journal of Lean Six Sigma (Europe)
Associate Editor of TQM and Business Excellence (Europe)
Associate Editor of the TQM Journal (Europe)
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About me…….
• Background is quality management and quality engineering for over 30 years
• Worked in industry for 10 years (Rolls Royce, Bosch, Siemens, Tata Motors, Nokia
etc.)
• Delivered over 100 training and consultancy projects for many companies in Europe
and abroad (manufacturing to service to public sector organizations). Examples
include Police Scotland, Glasgow City Council, University of Strathclyde, DS Smith
Packaging, Business Stream, Scottish Water, Finsbury Group, NHS Glasgow and
Clyde Trust, Philips Lighting, to name but a few here.
• Published over 600 journal and conference papers and 14 books in the field of
quality management, continuous improvement and operational excellence topics
(Highest in the world)
• Highest citations and H-index in the world on quality management and OPEX topics
• Recently elected as the VP of Research for the IAQ set up by Dr Deming, Dr Juran
and Dr Ishikawa in the late 1950s in Japan.
• Ranked 14th in Business and Management category (based on my personal
achievements) across the UK Institutions (Research.com)
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Key Learning outcomes ……

❑ To provide an awareness on the importance of

quality in modern organizations

❑ To understand the measurement of quality in both

qualitative and quantitative perspectives

❑ To critically evaluate the evolution of quality in the

modern quality world
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What is Quality?

Definition of Quality
Q: What is quality in your personal view?

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Quality in different settings adds complexity to
define it………..

Quality in a Higher Education Sector

Quality in a Healthcare Sector
Quality in a Banking Sector
Quality in an Aerospace Industry

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Quality defined in the Concise Oxford Dictionary

Quality is defined as the “Degree of Excellence

of a Product or Service”…….
Q: How many of you think this definition is still
valid today?

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Qualitative vs Quantitative Perspectives of Quality

Qualitative View - The term quality can be used with adjectives such as
poor, good or excellent.

Quantitative view - Acceptable Quality Level and DPMO

Acceptable Quality Level (AQL) - An AQL is often imposed by a
customer on its supplier in relation to a particular contract. Customer
will inspect the incoming batch according to the appropriate sampling
scheme. If more than allowed number of defects are found in the
sample, the entire batch will be rejected.

Defects Per Million Opportunities (DPMO) - It is a measure of quality

of a product/service. The lower the DPMO, the higher the product
quality will be. For instance, a process containing less than 4 DPMO
has a quality level of "Six Sigma".
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Perceptions of Quality

Q: What comes to your mind (name of a company,

product brand, quality of service experienced from
a particular service encounter, etc.) when you
think about quality?............You have 10 seconds to
think about this!!!

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Who are Customers? (One of the Biggest challenges in defining Quality)
People who buy and use our products and services

End users, distributors, etc Requirements: Price, Quality, Delivery Speed,

Delivery Reliability, Flexibility, Responsiveness,
Customer Service, Image

People who invest in the business such as

shareholders, partners, owners, banks, etc
Shareholders
Requirements: Wealth, Return on Investment

People who work in the business

Employees Requirements: Security, satisfaction, development,
fair pay, working conditions, etc

People who are economically and socially effected by

the business
Society
Requirements: Employment, security, public
responsibility, contribution to their society, etc

Inland Revenue (Tax, VAT), Health and Safety and

Government and other several others
legislative bodies
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Requirements: Conformance to legislation
 Evolution of Quality over the past 50 years

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FOUR LEVELS IN THE EVOLUTION OF QUALITY MANAGEMENT
(Present
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FOUR LEVELS IN THE EVOLUTION OF QUALITY MANAGEMENT (Futuristic View)

Quality 4.0 Quality 4.0

TQM Quality 3.0

QA Quality 2.0

I & QC Quality 1.0

QC

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Misconception of Quality

Q: Does ISO 9001: 2015 (latest version of the QMS

standard) guarantee product or service quality?

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Three Dimensions of Quality – Product/Service Quality, Process Quality and
Organization Quality

Specifications

Stability &
Capability Sustainable Culture

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 Q: Is Quality Free? Or Is it Expensive?

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 POOR MANAGEMENT BEST PRACTICE MANAGEMENT

Most
$ Costly Less $ Costly

The manufacturer
or service
Least $ Costly

The company’s management

system is designed, planned, and
The customer finds provider finds and organised for defects prevention
defects in the delivered parts corrects and continuous quality
or services the defects improvement
internally

REACTIVE MINDSET PROACTIVE MINDSET

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Source: Quality Costing, William Edwards Deming, 1990 17
 Thank you !!!
Any Questions??

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