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485 33 Powerpoint-Slides Ch-14
485 33 Powerpoint-Slides Ch-14
Definitions
J. M. Juran defined quality as “fitness for purpose.” Philip
Crosby defined quality as “conformance to specifications.”
A. V. Feigenbaum defines Total Quality Control (TQC) as:
“Total quality control is an effective system for integrating the
quality-development, quality-maintenance, and quality-
improvement efforts of the various groups in an organization
so as to enable marketing, engineering, production, and
service at the most economical levels which allow for full
customer satisfaction.”
Management
• Step 2 – Measure : Measure the processes and the defects arising in the
product due to the process
• Step 3 – Analyze: Analyze the process to determine the most likely causes
of defects
• Step 4 – Improve : Improve the performance of the process and remove the
causes of the defects
• Step 5 – Control : Ensure that the improvements are maintained over time.
•ISO 9001: This is the most comprehensive of the certificates for an organization
engaging in development / design, production, installation, and servicing
Two documents are provided by ISO as guidance to organizations for
understanding various aspects of a good quality system:
•ISO 9000: This document explains principal concepts and applications, guide to
selection and use.
•ISO 9004: This document explains principal concepts and applications, guide to
quality management, and quality system elements.