PEC-ME-702/21

TOTAL QUALITY
MANAGEMENT
UNIT 1
INTRODUCTION: QUALITY – BASIC CONCEPTS, NEED FOR QUALITY,
EVOLUTION OF QUALITY, DIMENSIONS OF QUALITY.
Course Objective
To facilitate the understanding of Total Quality Management
principles and processes.
Course Outcomes (COs)
At the end of the course, the student shall be able to:
CO1- Understand the basic concepts of quality and total quality management.
CO2- Analyse the role of soft options in TQM.
CO3- Comprehend underlying principles of TQM.
CO4- Understand various tools and techniques of TQM.
CO5- Learn about different types of quality awards.
Quality
➢ What is Quality?
➢ What is the need for Quality?
➢ What is the cost of Quality?
➢ What is the limit of Quality?
➢ What is the hierarchy/evolution of Quality?
What is Quality?
➢ Quality is conformance to specified requirements. (Philip Crosby)
➢ Quality is fitness for use. (Joseph M. Juran)
➢ Quality is value for money. (Armand V. Feigenbaum)
➢ Quality is customer satisfaction. (ASQ)
➢ Quality is the totality of features and characteristics of a product or service
that bear on its ability to satisfy stated and implied needs. (ISO 8402)
Thus, there are various approaches to defining quality.
What is the need of Quality?
Intrinsic Gains:
➢ Reduced Failures
➢ Reduced Scrap/Waste
➢ Reduced Costs
➢ Improved Control of Operations
➢ Improved Predictability and Reliability
➢ Increased Productivity
➢ Increased Profitability
Customers buy results, not products
What is the need of Quality?
Extrinsic Gains:
➢ Improved Competitiveness
➢ Expanded and Continued Market Share
➢ Improved Reputation
➢ Customer Satisfaction
➢ Service to Society
Your customer should come back, not the product
What is the cost of Quality?
➢ Prevention Cost
➢ Appraisal Cost
➢ Internal Failure Cost
➢ External Failure Cost

Quality is free
What is the cost of Quality?
➢ Quality is Free – it is non-quality that is expensive.
➢ Organizations are set up to deliver a product or service which meets a set of
customer needs.
➢ Delivering this right the first time is Quality.
➢ However, a lot of money is spent in non-conformances that creep in.
➢ Hence Quality does not cost anything – non Quality does.

Quality is still free

What is the limit of Quality?
Quality
➢ Prevention Cost
➢ Appraisal Cost
➢ Internal Failure Cost
➢ External Failure Cost
Aim for high Value of Product

Prevention is better than detection

What is the hierarchy/evolution of Quality?

Total Quality Management Market Leadership

Quality Assurance Market Presence

Statistical Quality
Market Survival
Control

Quality as Market Arrival

inspection
 Evolution of Quality
Criteria Inspection Statistical Quality Assurance Total Quality
Quality Control (QA) Management (TQM)
(SQC)
Objective Measurement Control of Distribution of Quality Continuous Quality
of processes responsibilities to Improvement at every
specifications functional areas level, at every place and
at every stage

Focus Uniform Reduction in Evaluation at all Customer satisfaction

product quality inspection work stages (internal & external)

Tools Gauges & SQC tools & Quality planning, commitment,

measurement techniques documentation & participation,
Techniques Quality Systems motivation, education &
training for organization
development
 Evolution of Quality
Criteria Inspection Statistical Quality Assurance Total Quality
Quality Control (QA) Management
(SQC) (TQM)
Responsibil Inspection Production All departments Top management
ity for department department leadership with
Quality everyone in
organization

Approach Inspection, Troubleshooting & Assuring to build Strategic

sorting, grading controlling the quality by planning management, team
quality program design and involvement &
program control action research
 The History of Quality
Vedic period to • Craftsmanship Up to World • Sampling
the 17th
Century • Guilds War II • Standards

Late 17th • Industrial Revolution Mid 20th • Company-wide QC

Century to the
19th Century • Factory System Century • Quality in Japan

Late 19th • The Taylor System Late 20th • Total Quality Management
Century to early
20th Century • Quality Processes & SQC Century • Quality in the U.S.
Dimensions of Quality
Quality in Goods Quality in Services
➢Performance ➢Reliability
➢Features ➢Tangibles
➢Reliability ➢Responsiveness
➢Durability ➢Assurance
➢Conformance ➢Empathy
➢Serviceability
➢Aesthetics
➢Perceived quality