Total Quality Management

Dr. Praveen Mustoor

 Evolution of Quality
• Dates back to many centuries but recognition in the 20th
century
• Quality Management gained momentum specially after
WWW-II
• American Society for QC (1946) started promotion of Quality
• Japanese introduced Quality Circles in 1960
• Japanese started Quality movement in 1970-80
• In 1980’s SPC started in Automobile industries
• ISO 9000 was introduced in 1990’s
• ISO 14000 was introduced for Environment Mgt System
 Indian Context
• Quality Management gained importance after
independence
• In 1931 ISI (National importance) was formed
• In 1960’s Quality measures were adopted by Dept.
of Space, Atomic Energy, BHEL, SAIL etc.
• Large scale application of Quality in Private firms
were pushed through FICCI & ASSOCHAM
• QCI was set up in 1997
• National Accredititation Structure was formed
 Stages of Evolution of Quality

Inspectio Assuranc
n Control TQM
e
 Introduction to Quality
• Quality is perception
• It is Customer expectations
• Mathematically can be defined as
Q = P/E
Where Q = Quality
P = Performance
E = Expectations
Ideally Q > 1
 Quality Terminologies
• Quality Inspection
– Inspect products/services conforming to standards
• Quality Control
– Measure and improve quality in products as per set standards
• Quality Assurance
– Proactive process to ensure quality in product, process and
service
• Total Quality Management
– Management framework that encompasses all stakeholders to
continuously improve quality in all spheres
 Aspects of Quality

• Design
Product • Material
• Performance

• Methods
Quality Process • Technology
• Cost

• Perception
Service
• Delivery
Dimensions of Quality

Perception

Consistency Reliability

Quality
Durability Standards

Aesthetics Performance
Dimensions of Product Quality
Features /
Performance
Functions

Reliability
Aesthetics /
Appearance

Safety

Customer Maintainability/
Service Serviceability
 Examples

• Performance – Eg. Industrial fan

• Features – Eg. Smart phone
• Reliance – Eg. Airbus or Boeing aircraft
• Durability – Eg. Usha fans
• Conformance – Eg. Specification/standards,
industrial goods
• Serviceability – Japanese products
• Aesthetics – Furniture/Cars
• Safety – Eg. Electrical gadgets
Dimensions of Service Quality

Responsiveness Competence

Reliability

Credibility

Access

Consistency Communication
 Examples Service Quality

• Meet the customer’s expectations

• Get the customer’s point of view
• Deliver what is promised
• Make the customer feel valued
• Respond to all complaints
• Over-respond to the customer
• Provide a clean and comfortable customer reception
area.
• Minimize the number of contact points
Ideas for Quality Improvement

Brainstorming Problem Solving Kaizen

5S PDSA
Sort, Set in Order, Plan, Do, Study, 5 Why’s
Shine, Standardize,
Sustain Act

Quality Circles
 Role of Inspection
• Plays a very important role in Quality Mgt.
• Adopts standard procedure to check quality
• Ensures product quality
• Inspection is final check of product
• Generally done by Quality Inspectors or
Quality Officers
 Inspection …continued
• It checks for conformation of standards and
desired specifications
• Can be done manually or using various devices
and testing equipments
• Sampling techniques are used for inspection
• Can be done before, during and after
production
 Quality Gurus

Shewart
Fisher
Deming
Juran
Feigenbaum
Ishikawa
Crosby
Taguchi Taiichi Ohno
 Brief about Gurus

Shewart - Control chart theory, PDSA (Plan-Do-Study-

Act)

Fisher – DOE (Design of experiments, ANOVA (Analysis

of variances)

Deming - 14 points theory to improve quality,

productivity & competitive position

Juran – Juran Triology (Plan,Control & Improve)

 Brief about Gurus…..contd.

Feigenbaum – Customer focus

Ishikawa – Cause & Effect diagram, Quality circles

Crosby – “Doing it right the first time”, zero defects

Taguchi – Robust design of parameters & tolerances, Quality

Engineering

Tiichi Ohno – TPS, 7 types of waste(MUDA)-TIMWOOD

7 types of wastes (MUDA)
 7 types of waste
• Inventory – Overstocking of RM & FG
• Waiting – In process and delivery
• Defects – Quality defects in products
• Overproduction – Supply> Demand, overstocking of
FG
• Motion – Reduce the time for movement
• Transportation – Reduction of distance to save time
and cost
• Overprocessing – Optimization of processes
 Dr. Edward Deming

• Introduced quality philosophy focussed on

reducing uncertainty and variability
• Had the greatest influence in Quality Mgt.
• His approach includes four concepts
– 14 points program
– 7 deadly diseases
– Deming cycle
– System of profound knowledge
 Deming Cycle
Plan
Plan a change to the process.
Predict the effect this change
will have and plan how the
effect will be measured

Act Do
Adopt the change as a Implement the change on a
permanent modification to small scale and measure the
the process or abandon it effects

Check
Study the results to learn
what effect the change had, if
any