Quality Management

Chapter Goals
To gain an understanding of: • Concept of Quality Management • Quality Management Principles • Components of Quality Management • Total Quality Management • Six Sigma • Quality Circle

Concept of Quality Management
All management activities and functions involved in determination of quality policy and its implementation through means such as quality planning and quality assurance (including quality control).

3 Main Components



• Quality assurance refers to planned and systematic production processes that provide confidence in a product's suitability for its intended purpose. • Quality control is used in developing systems to ensure products or services are designed and produced to meet or exceed customer requirements. • Quality Improvement is a systematic approach to reduction or elimination of waste, work-back flow, rework, and losses in production process.

Quality Management Principles
They appear in ISO 9000:2005 and ISO 9004:2000.
• • • • • • • • Principle Principle Principle Principle Principle Principle Principle Principle 1: 2: 3: 4: 5: 6: 7: 8: Customer focus Leadership Involvement of people Process approach System approach to management Continual improvement Factual approach to decision making Mutually beneficial supplier relationships

ISO- (International Organization for • ISO Standardization) is the world's largest developer
and publisher of International Standards.

• ISO is a network of the national standards institutes of 161 countries, one member per country, with a Central Secretariat in Geneva, Switzerland, that coordinates the system.

Total Quality Management
• "TQM is a management approach for an organization, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organization and to society."

-ISO 8402:1994

Six Sigma
• Six Sigma seeks to improve the quality of process outputs by identifying and removing the causes of defects (errors) and variation in manufacturing and business processes.

Quality Circle
• It consists of a group-organization with eight to ten employees who meet once a week, fortnight or month upon the problems and their frequency of generation. • These member discuss various problems related to quality.
• Composition of Quality CircleMembers, Circle Leaders, Facilitator, Coordinator, Steering Committee, Executive Committee

An Ideal Set of Quality Circle
Members Members Leaders Leaders
Executive Executive Committee Committee

Facilitaor & Facilitaor & Coordinator Coordinator Steering Steering Committee Committee


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