Palash Roy

Quality Management

What is Quality
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Some attributes used to help in defining the Quality Freshness Reliability Durability Safety Environmental Friendly Serviceability Attribute Consistency

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Definition of Quality:

The degree to which a specific product satisfies a particular class of consumers. Quality means -A product should meet its specifications. Quality is a state in which value entitlement is realized for the customer and provider in every aspect of the business relationship. “Value” represents economic worth, practical utility and availability for both the customer and the company that creates the product or service.

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Quality Principles
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Principles 1 – Customer focus Principles 2 – Leadership (Provide Direction ) Principles 3 – Involvement of people (At all levels) Principles 4 – Process approach (Manage all Activities & Resources) Principles 5 – System approach to management (Managing interrelated Processes) Principles 6 – Continual improvement Principles 7 – Factual improvement (Analysis of Data) Principles 8 – Mutually beneficial supplier relationships

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Dimensions of Quality
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Performance Features Durability Reliability Serviceability Aesthetics (A product’s appearance or feel) Consistency Safety Timeliness Customer Service Compatibility Environmental Friendly
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Quality Policy
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is appropriate to the purpose of the organization Includes a commitment to comply with requirements and continually improve the effectiveness of the quality management system, provides a framework for establishing and reviewing quality objectives. is communicated and understood within the organization. is reviewed for continuing suitability.

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Process Approach (TQM)

TQM can be defined as managing the entire organization so that it excels in all dimensions of products and services that are important to the customer

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PDCA CYCLE (A Plan of action to lead the quality by Deming)

PLAN

DO

ACT

CHECK

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WHAT IS ISO 9000 • ISO is a ‘nickname’ to “International Organization for Standardization”. • An international standard more than 100 countries • ISO is a non-governmental organization established in 1947 by International Standard Agency headquartered in Geneva. • Principles are applicable to all organizations

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WHAT IS ISO 9000

ISO 9000 is a written set of standard which describe and define the basic elements/clauses of the quality system needed to ensure that an organization’s products/or services meet or exceed customer needs and expectations

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Principles of ISO 9000
ISO 9000 is a standard for a quality system, not product. ISO 9000 is based on documentation and is premised on the following:- Document what you do; - Do what your document; - Prove it and improve it ISO 9000 emphasises prevention. ISO 9000 is a universal standard; the focus is on what needs to be done and not on how it is to be carried out
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WHY QUALITY SYSTEM - ISO 9000

to satisfy customers through a quality product

• to gain self confidence – we get what we planned • to achieve competitiveness in both the local and overseas markets.

• as a blueprint for efforts to improve the quality system of the organization.
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BENEFITS OF ISO 9000 IMPLEMENTATION For the company:- Well defined organization and responsibilities, i.e., minimize grey areas and possible resources wastage. - Standardize practice and establishment of proper communication channel, i.e. maximize productivity and communication efficiency.

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BENEFITS OF ISO 9000 IMPLEMENTATION For the company:- A greater degree of internal control. - Ultimately, increase profitability and market share, improve competitive position. For the customer:- Increase satisfaction and growth in confidence.
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QUALITY MANAGEMENT SYSTEM
Continual improvement of the Quality management system Management responsibility

Customers

Customers

Resource management Requirements Input

Measurement, analysis and improvement

Satisfaction

Product realization

Output

Product

Information flow Value-adding activities 7-15

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Production And Operations Management Text and cases, Upendra KachruISO 9001:2000 Reference: Excel Books