Quality

Management
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Definition:
Quality management ensures that an organization,
product or service is consistent. It has four main
components: Quality planning,
Quality assurance,
Quality control and
Quality improvement. Quality management is focused not
only on product and service quality, but also on the means
to achieve it. Quality management, therefore, uses quality
assurance and control of processes as well as products to
achieve more consistent quality.
The Quality Gurus :
- Joseph Juran (1904 - 2008 )

 Quality is “uniformity and

dependability”
 Focus on SPC and statistical tools
 “14 Points” for management
 PDCA method
The Quality Gurus :
- Joseph Juran (1904 - 2008 )

 Quality is “fitness for use”

 Pareto Principle
 Cost of Quality
 General management approach as well as
statistics
Principles:
The International Standard for Quality management adopts a
number of management principles, that can be used by top
management to guide their organizations towards improved
performance.
 Customer focus
 Leadership
 Engagement of people
 Process approach
 Improvement
 Evidence based decision making
 Relationship management
Cost of quality
• Prevention costs

• Appraisal costs

• Internal failure costs

• External failure costs

• Opportunity costs
Methods for Quality Improvement
There are many methods for quality improvement. These cover product
improvement, process improvement and people based improvement. The
following list are methods of quality management and techniques that incorporate
and drive quality improvement:

 ISO 9004:2008 - guidelines for performance improvement.

 ISO 9001:2015 - a certified quality management system (QMS) for
organizations who want to prove their ability to consistently provide products
and services that meet the needs of their customers and other relevant
stakeholders.
 ISO 15504-4: 2005 - information technology — process assessment — Part
4: Guidance on use for process improvement and process capability
determination.
Methods for Quality Improvement
 QFD  - quality function deployment, also known as the house of quality approach.
 Kaizen  - Japanese for change for the better; the common English term
is continuous improvement.
 Zero Defect Program - created by NEC Corporation of Japan, based
upon statistical process control and one of the inputs for the inventors of Six
Sigma.
 Six Sigma - 6σ, Six Sigma combines established methods such as statistical
process control, design of experiments and  and failure mode and effects analysis
(FMEA) in an overall framework.
 PDCA - plan, do, check, act cycle for quality control purposes. (Six
Sigma's (DMAIC)method (define, measure, analyze, improve, control) may be
viewed as a particular implementation of this.)
Methods for Quality Improvement
 Quality circle - a group (people oriented) approach to improvement.
 Taguchi methods - statistical oriented methods including quality robustness,
quality loss function, and target specifications.
 The Toyota Production System - reworked in the west into lean manufacturing
 Kansei Engineering - an approach that focuses on capturing customer emotional
feedback about products to drive improvement.
 TQM -  total quality management is a management strategy aimed at embedding
awareness of quality in all organizational processes. First promoted in Japan with the
Deming prize which was adopted and adapted in USA as the Malcolm Baldrige
National Quality Award and in Europe as the European Foundation for Quality
Management award (each with their own variations).
 TRIZ - meaning "theory of inventive problem solving"
Methods for Quality Improvement
 TRIZ - meaning "theory of inventive problem solving"
 BPR - business process reengineering, a management approach aiming at
optimizing the workflows and processes within an organization
 OQRM - Object-oriented Quality and Risk Management, a model for
quality and risk management.
 Top Down & Bottom Up Approaches - Leadership approaches to change
Six Sigma Quality

 A philosophy and set of methods companies use to eliminate defects in their

products and processes

 Seeks to reduce variation in the processes that lead to product defects

 The name “six sigma” refers to the variation that exists within plus or minus
six standard deviations of the process outputs
Six Sigma Quality
Six Sigma Roadmap
Define
Next ProjectCustomers, Value, Problem Validate
Statement Project $
Scope, Timeline, Team
Celebrate Primary/Secondary & Op Ex
Project Metrics Measure
Assess specification / Demand
$ Current Value Stream Map
Measurement Capability (Gage R&R)
Control Voice Of Customer (QFD)
Correct the measurement system
Document process (WIs,StWork)
Mistake proof, TT sheet, CI List Process map, Spaghetti, Time obs.
Analyze change in metrics Value Measure OVs & IVs / Queues
Stream Review
Prepare final report
Validate
Project $

Validate Analyze (and fix the obvious)

Project $ Root Cause (Pareto, C&E,
brainstorm)
Improve Validate Find all KPOVs & KPIVs
Optimize KPOVs & test the KPIVs Project $ FMEA, DOE, critical Xs, VA/NVA
Redesign process, set pacemaker
Graphical Analysis, ANOVA
5S, Cell design, MRS
Future Value Stream Map
Visual controls
Value Stream Plan
Quality Improvement

uo us
tin t
Con ovemen
r
Imp
Quality

Traditional

Time
Continuous improvement philosophy
1. Kaizen: Japanese term for continuous improvement.
A step-by-step improvement of business processes.
2. PDCA: Plan-do-check-act as defined by Deming.

Plan Do

Act Check

3. Benchmarking : what do top performers do?

Tools used for continuous improvement

1. Process flowchart
Tools used for continuous improvement

2. Run Chart

Performance

Time
Tools used for continuous improvement

3. Control
Charts
Performance Metric

Time
Tools used for continuous improvement

4. Cause and effect diagram

(fishbone)

Machine Man

Environment

Method Material
Tools used for continuous improvement

5. Check sheet

Item A B C D E F G

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Tools used for continuous improvement

6. Histogram
Frequency
Tools used for continuous improvement
7. Pareto
Analysis
100%
60
50 75%

Percentage
Frequency

40
50%
30
20 25%
10
0%
A B C D E F
Contact Info:

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304 S Jones Blvd #2014,
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Las Vegas, NV 89107, USA.
Kormangala,
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Bangalore,
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Karnataka 560035.