Open University

of Mauritius
BSc (Hons) Management

Unit 1
Quality Management
Cohorts 6 & 12
Dr T.C.Bungshy
March 18

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 Welcome
• Opening
• Introduction of Learners and Tutor
• Some key issues
• The approach
• Assignments
• The sessions

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 Introduction of Participants and
Lecturer/Trainer
Who I am?
• Where do I come from?
• What I do? Since when?
• Any previous experience about
Quality or Quality Management
development?
• How do I rate myself from 1 to 10 ?

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 Evaluation before course
Learners

Knowledge

2 4 6 8 10

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 About us
Training
• Personal Development
• Customer Care and managing
caring Culture
• Effective Communication
• Corporate Strategic Focus
• Emotional Intelligence
• Training Needs Analysis
• Knowledge Management
•Lean/Six Sigma
• Performance Mgmt System
• Sustainable Tourism
Consultancy
• Integrated Management System
• ISO 9001 Quality
• ISO 14001 Environment
• OHSAS 18001 Health/Safety
• ISO 22000 Food Safety
• ISMS 27001 IT Security
• ISO 17025 Labs Quality
• ISO 15189 Medical Lab
• ISO 39001 Road Traffic Safety
• ISM/ISPS CODE Marine
• Green Globe T & T

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 Reminding some key points

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 The Sessions
Unit Title When Activities
1 Introduction to Quality Management
2 Quality Philosophies
3 Leadership Individual
4 Customer Focus Group
Assignment
5 Human Resource Management Group
Case
6 TQM Study/Revision
7 Continuous Improvement
8 ISO Quality Standards

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 You will be studying
• Definition and concepts
• Quality Philosophies
• Quality Control/Quality Assurance
• Quality Management Systems - ISO 9000
• Total Quality Management
• Service Quality
• Continuous Improvement (CI), CI Tools and
Techniques
• Statistical Quality Control
• Improvement Team
• Leadership/Motivation/ Change and Culture.
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 Unit Objectives and Intended Learning
Outcomes
By the end of the Unit, you should be able to

• define Total Quality Management.

• define quality.

• describe the 4 basic principles of Total Quality Management.

• apply the 8 concepts of Total Quality Management.

• differentiate between product and service quality.

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 Introducing Quality

• How old is Quality?

• Quality a discipline-an important aspect in an
Organisation
• The Ancient Civilisation
• Detection versus Prevention
• Quality Definition
• Quality Control/Quality Assurance
• Quality Management/TQM/TCI
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 How to get the most out of this
course module

• This training course belongs to YOU and its

success rests largely upon you
• Enter into the discussion
ENTHUSIASTICALLY
• LISTEN ALERTLY to the discussion
• CONFINE your discussion to the problem
• Say what you THINK
• RELAX & SMILE !

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 Origin of Quality

First example of Quality from Egyptian Civilisation

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 What is Quality?

Quality:
“Degree to which a set of inherent  characteristics of
an object fulfils requirements ”
• Note 1: The term “quality” can be used with
adjectives such as poor, good or excellent.
• Note 2 : “Inherent”, as opposed to “assigned”,
means existing in the object.

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 Grade

Grade:
“Category or rank given to different
requirements for an object having the same
functional use”
• E.g: Class of airline ticket and category of hotel in a
hotel brochure.
• Note 1: When establishing a quality requirement ,
the grade is generally specified.

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 The Chinese Dynasty

• Products sold in the market

• Pot designs and looks
• Inspected before allowed to resell in the
market to the public
• The origin of Quality dates as far back in those
days
• Standard products was a requirement even in
ancient times

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 The Roman Empire

• The Romans introduced the weights and

measures
• Facilitated trade and commerce
• Avoidance of disputes and fights over
quantities
• So one kilo of anything purchased should be
one kilo as standardised
• Unit of measure

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 From 20s to 40s
(Detection to Prevention)
• Quality of Products ensured by Quality Control
• End of factory production line, team of people carry out
inspections
• To weed out products that would not meet customer
requirements
• End 40s- USA military recognised the benefits of a
system that transformed the Japanese manufacturing
industry
• Entry of Quality Assurance in 1968 under NATO to
manage all the functions that affected the production
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 BSI in 1979

• Published the first edition of BS 5750 series of

Quality Assurance
• Focus was on Consistency
• Designed for any manufacturer
• Enabled the organisation to be certified and
display a mark
• Issued by the body carrying out the Assessment
• Needed simplification –recommended by Lord
Warner

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ISO in Geneva -1987

• International Organisation for Standardisation

(ISO) based its ISO 9000 series on BS 5750
• European now EU adopted it including UK-
called it BS EN ISO 9000
• Suitable for Service as well as manufacturing
organisation
• The standards were subject to revision every 7
years-more user-friendly

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 Revisions

 Version 1987 – original (20 clauses)

 Version 1994 – first revision ( 20 clauses)
 Version 2000 – second revision ( 5 clauses)
 Version 2008 – third revision (5 clauses)
 Version 2015 – fourth revision (7 clauses)
 Version 2022 – fifth revision (???)
Revised every 7 Years

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 Development of QMS
• Initially the QMS has been developed by
employing the process approach –PDCA and
risk-based thinking P
A D
C

• The process approach enables an organisation to

plan its process and their interactions
• The PDCA cycle enables an organisation to
ensure that its processes are adequately
resourced and managed, and that opportunities
for improvement are determined and acted upon
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 QM Principles
• ISO 9001:2015 is based on quality Management
Principles:
– Customer focus
– Leadership
– Engagement of people
– Process approach
– Improvement
– Evidence-based decision making
– Relationship Management

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 Worldwide application
• Started off in manufacturing then moved to service
industry
• Extended to voluntary or NGOs sectors
• Religious and socio-cultural organisation
• Sports and leisure
• Government and Ministries
• Military
• Aerospace
• Prisons etc, etc.

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 Potential Benefits
• The ability to consistently provide products and
services that meet customer and applicable
statutory/regulatory requirements
• Facilitating opportunities to enhance customer
satisfaction
• Addressing risks and opportunities associated with its
context and objectives
• The ability to demonstrate conformity to specified
quality management system requirements
• The QMS requirements are complementary to
requirements for products and services

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 Why Quality Management?

• Adoption of a QMS is Strategic Decision

for any organisation
• It helps to improve its overall performance
• Provide a sound basis for sustainable
development initiatives
• The potential benefits are enormous if it is
well implemented and maintained

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Benefits of Quality Management

• Advantages of being Committed and engaged

• Mechanism for continual improvement
• Reduced and lowered costs of quality and Poor
Quality
• Enhanced customer satisfaction
• Compliance to statutory and regulatory requirements
• Accountability and responsibility at all levels
• Image at National and International levels

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 Thank you

• Questions and Answers

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