UNIVERSITY OF KHARTOUM

FACULTY OF ENGINEERING

MEM
QUALITY MANAGEMENT FOR
ENGINEERS
LEC 2,3 (QUALITY AND QM , TQ)
by:

Dr . Dina M. Belal
Quality and business approach
vision
 A quality item (an item that has quality) has
the ability to perform satisfactorily in service
and is suitable for its intended purpose.
 Support personnel may measure quality in
the degree that a product is reliable,
maintainable, or sustainable.
There are five aspects of
quality in a business context
 Producing – providing something.

 Checking – confirming that something has been done

correctly.

 Quality Control – controlling a process to ensure that the

outcomes are predictable

 Quality Assurance – obtaining confidence that a product

or service will be satisfactory. (Normally performed by a
purchaser)

 Quality Management – directing an organization so that it

optimizes its performance through analysis and
 What are the factors that are
affecting quality , 5 W H
 why: market compulsion , product complexities
 When: All the time
 What : money , men , machines
 Where: shop floor, point if diversity
 Whom: responsible , management
 How: information systems and
motivation tech
What are the factors that are affecting
quality , 5 W H
1- Money:
Most important factor affecting the quality of a product is
the money involved in the production itself. In the present
day of tough and cut throat competition, companies are
forced to invest a lot in maintaining the quality of products.

2. Materials:
To turn out a high quality product, the raw materials
involved in production process must be of high quality.

3. Management:
Quality control and maintenance programes should have
the support from top management. If the management is
quality conscious rather than merely quantity conscious,
organization can maintain adequate quality of products.
4. People:
People employed in production, in designing the
products must have knowledge and experience in
their respective areas.

5. Market:
Market for the product must exist before quality of
the product is emphasized by management. It is
useless to talk about the quality when the market for
the product is lacking. For example, there is no
demand for woolen garments in the hot climates
(e.g., selling wools in Sudan).

6. Machines and Methods:

To maintain high standards of quality, companies are
investing in new machines and following new
procedures and methods these days.
Managerial quality activities
[planning and controlling]
 Setting quality policy
 Establishing quality objectives
 Developing plans to meet the quality objectives
 Defining responsibilities as to quality
 Selecting training and motivating people
 Measuring results achieved against the quality
objectives
 Taking action when results fall short of quality
objectives
Why quality is important in
business
 Competition
 Customer focus
 Higher level of customer expectations
 Performance improvement
 changes in organization form
 Changing work force
 Information revolution
 Electronic commerce
 Product specifications ISO standard

 For simple products, a document which must

contain all the requirements for the product
characteristics , if the product is complicated
more documents are needed
Outlines for such
specifications are as follows:
 Identification
 Relevant documents
 Description of product
 Product requirement
 Manufacture (methods and equipment,
planni g , follow up)
 Delivery (packaging, marking of packs for
transport)
Outlines for such specifications:

 Inspection:
1. Vendor’s inspection
2. buyer’s inspection
3. Inspection lots
4. Certificates
5. Testing methods
6. Initial samples
 Advantages Statistical quality
assurance SQA , [QAM]
 It helps in establishing & maintaining quality control, it is
essential to realize that error; failures to meet the standards
always have a tendency to occur.
1. To assist in determining the essential characteristics of vital raw
materials and finished products.
2. To determine to what extent variations in essential
characteristics affect the value of a finished product.
3. To compare different methods of measuring the essential
characteristics of finished product.
4. 4. To establish a continuous, vigilant observations of finished
product which will show any significant change in essential
characteristics
QAM stands for Quality Assurance Manual, it helps the firms to
comply with the quality control standards (CQC ) and develop
their own policy manuals and system control.
Quality Management

 It means creating an organizational culture

within which transactions are defined and
completed correctly every time and successful
relationships with customers, employees and
suppliers are built. This needs strong leadership
with clear agenda and integral responsibility for
quality management.
 It includes planning, allocating of resources and
other systematic activities as quality planning,
operation and evaluation.
 The aim of QM is to produce zero defect in all
areas
QM strategies

 Be an integral part of the corporate strategies

 Formulate ensuring balance and harmony
between man and machine
 Ensure the involvement and commitment of the
people at all levels
 Clearly recognize customers manufacturers and
vendors as integral group with clear objectives
 Be backed by specifications, plans with time
bound goals and targets, the action plans need
to be monitored continuously and must depend
on feedbacks, action plans and strategies need
to be modified from time to time.
 Quality management tools for
business application
The ability to constantly improve quality is a hallmark of a
successful business.
 Six sigma management
 Six sigma template
 Total quality management
 Quality management presentation
 Quality manager job description
 Equipment maintenance log
 The preventive corrective action report
 The smart vender audit check list
 Packing list order form
 Quality management 8 principles

 The eight principles are:

 1 Customer focus.
 2 Leadership.
 3 Involvement of people.
 4 Process approach.
 5 System approach to management.
 6 Continuous improvement.
 7 Factual approach to decision making.
 8 Mutually beneficial supplier relationships
 Quality management principles
 Principle 1 – Customer focus
Organizations depend on their customers and
therefore should understand current and future
customer needs, should meet customer requirements
and strive to exceed customer expectations.

 Key Benefits:
 Increased revenue and market share obtained through
flexible and fast responses to market opportunities
 Increased effectiveness in the use of the organization’s
resources to enhance customer satisfaction
 Improved customer loyalty leading to repeat business.
 Application of Principle leads to:
 Researching and understanding customer needs and
expectations
 Ensuring that the objectives of the organization are
linked to customer needs and expectations
 Communicating customer needs and
expectations throughout the organization
 Measuring customer satisfaction and acting on the
results
 Systematically managing customer relationships
 Ensuring a balanced approach between
satisfying customers and other interested parties
(such as owners, employees, suppliers, financiers,
local communities and society as a whole).
 Principle 2 – Leadership
 Leaders establish unity of purpose and direction
of the organization. They should create and
maintain the internal environment in which
people can become fully involved in achieving
the organization’s objectives.

 Key Benefits:
 People will understand and be motivated
towards the organization’s goals and objectives
 Activities are evaluated, aligned and
implemented in a unified way
 Mis-communication between levels of an
organization will be minimized.
 Application of Principle leads to:
 Considering the needs of all interested
parties including customers, owners, employees,
suppliers, financiers, local communities and society
as a whole
 Establishing a clear vision of the organization’s
future
 Setting challenging goals and targets
 Creating and sustaining shared values, fairness
and ethical role models at all levels of the
organization
 Establishing trust and eliminating fear
 Providing people with the required
resources, training and freedom to act with
responsibility and accountability
 Inspiring, encouraging and recognizing people’s
contributions
 Principle 3 – Involvement of people
 People at all levels are the essence of an
organization and their full involvement enables
their abilities to be used for the organization’s
benefit.

 Key Benefits:
 Motivated, committed and involved
people within the organization
 Innovation and creativity in furthering the
organization’s objectives
 People being accountable for their own
performance
 People eager to participate in and contribute to
continual improvement.
 Application of Principle leads to:
 People understanding the importance of their
contribution and role in the organization
 People identifying constraints to their
performance
 People accepting ownership of problems
and their responsibility for solving them
 People evaluating their performance
against their personal goals and objectives
 People actively seeking opportunities to
enhance their competence, knowledge and
experience
 People freely sharing knowledge and experience
 People openly discussing problems and issues.
 Principle 4 – Process approach
 A desired result is achieved more efficiently
when activities and related resources are
managed as a process.

 Key Benefits:
 Lower costs and shorter cycle times through
effective use of resources
 Improved, consistent and predictable results
 Focused and prioritized improvement
opportunities.
 Application of Principle leads to:
 Systematically defining the activities
necessary to obtain a desired result
 Establishing clear responsibility and
accountability for managing key activities
 Analyzing and measuring of the capability of key
activities
 Identifying the interfaces of key activities
within and between the functions of the
organization
 Focusing on the factors – such as
resources methods, and materials – that will
improve key activities of the organization
 Evaluating risks, consequences and impacts of
activities on customers, suppliers and other
interested parties.
 Principle 5 – System approach to management
 Identifying, understanding and
managing interrelated processes as a system
contributes to the organization’s effectiveness
and efficiency in achieving its objectives.

 Key Benefits:
 Integration and alignment of the processes that
will best achieve the desired results
 Ability to focus effort on the key processes
 Providing confidence to interested parties as to
the consistency, effectiveness and efficiency of
the organization.
 Application of Principle leads to:
 Structuring a system to achieve the
organization’s objectives in the most effective and efficient
way
 Understanding the inter-dependencies between the
processes of the system
 Structured approaches that harmonize and integrate
processes
 Providing a better understanding of the roles
and responsibilities necessary for achieving
common objectives and thereby reducing cross-
functional barriers
 Understanding organizational capabilities and establishing
resource constraints prior to action
 Targeting and defining how specific activities within a
system should operate
 Continually improving the system through measurement
and evaluation
 Principle 6 – Continual improvement
 Continual improvement of the organization’s
overall performance should be a permanent
objective of the organization.

 Key Benefits:
 Performance advantage through
improved organizational capabilities
 Alignment of improvement activities at all
levels to an organization’s strategic intent
 Flexibility to react quickly to opportunities.
 Application of Principle leads to:
 Employing a consistent organization-wide
approach to continual improvement of the
organization’s performance
 Providing people with training in the
methods and tools of continual improvement
 Making continual improvement of
products, processes and systems an objective for
every individual in the organization
 Establishing goals to guide, and measures to
track, continual improvement
 Recognizing and acknowledging improvements.
 Principle 7 – Factual approach to decision
making
 Effective decisions are based on the analysis of
data and information

 Key Benefits:
 Informed decisions
 An increased ability to demonstrate the
effectiveness of past decisions through reference
to factual records
 Increased ability to review, challenge
and change opinions and decisions.
 Application of Principle leads to:

 Ensuring that data and information are

sufficiently accurate and reliable
 Making data accessible to those who need it
 Analyzing data and information using valid
methods
 Making decisions and taking action based on
factual analysis, balanced with experience
and intuition.
 Principle 8 – Mutually beneficial
supplier relationships
 An organization and its suppliers are
interdependent and a mutually
beneficial relationship enhances the ability of
both to create value

 Key Benefits:
 Increased ability to create value for both parties
 Flexibility and speed of joint responses to
changing market or customer needs and
expectations
 Optimization of costs and resources.
 Application of Principle leads to:
 Establishing relationships that balance short-
term gains with long-term consideration
 Pooling of expertise and resources with partners
 Identifying and selecting key suppliers
 Clear and open communication
 Sharing information and future plans
 Establishing joint development and
improvement activities
 Inspiring, encouraging and
recognizing improvements and achievements by
suppliers.
QM barriers
 lack of management commitment
 Inability to change the organization culture
 Improper planning
 Lack of continues training and education
 Incompatible organization and isolated individuals
 Ineffective measurement techniques and lack of access to
data and results
 Paying little attention customers
 Inadequate team work
 Failure to continuous improve
 Lack of employee involvement
 Lack of attention to customer feed back
 Supplier control
 Review of Q procedures
The four phases of quality

Phase Characteristic
Strategic quality First choice supplier, self assess
Market driven quality Benchmarking , continuous quality
improvement
Customer driven quality Customer care, participation
QMS,QFD,DFM
Conformance quality Iso 9000, Iso 14001, total productive
maintenance
Total Quality

 Quality of a product throughout its life span is

total quality. where all people in an
organization are committed to quality by
doing the right thing the first time

 Advantages of total quality:

 1- customer satisfaction
 2- to get business effectiveness though
people, process, customer focus
The Eight dimensional model of total quality

 satisfy the customers

 Building incentives
 Total employee involvement
 Changing organization structure
 Measuring progress
 Working with suppliers
 Using technology and innovations
 Eliminating barriers
Conditions of excellence of total
quality

Customer -Customer requirement

-Customer value expectations

Participation - All employees of organization

Education and training - All employees including workers
Motivation Employees trust, respect, and
recognition
Products and services - Innovative
- Customer requirement
Information - clear, complete, accurate, timeliness,
useful , accessible
Suppliers - Vendors relationships, partners
Culture -Individual and group action
-Innovative attitude
Conditions of excellence of total
quality

Planning strategic
Communication Two way, clear, consistent
accountability Everyone is responsible