Afzaal

September 17, 2014

 Reduction in
wastage
Why TQM?

Improve Operational Efficiency

Product Liability Protection

Reduce
Cost
Satisfied Customers

Happy Employees

Improve Competitive Advantage

Effective
Organizational
Communication
Improve
Vendor Partner Relationship
Profits
 A Process is a sequence
Resources
Process of interdependent
(Employees,
Equipments, activities, that consume
Technology) resources, to convert
inputs into outputs.

Supplier

Input Product /
Service

Process
Output

Customer
Customer
 System

Process 1 Process 2 Process 3

INPUT OUTPUT

• A System comprised of interrelated processes.

• Every process is the input of another process.
• All processes are integrated, in order to achieve organizational system, with common
goal or objectives
 Quality

• Performance
• Reliability
• Durability
• Serviceability
• Aesthetics
• Features
• Perceived Quality
• Conformance to standards
 What is Quality?

FOR EXTERNAL CUSTOMERS

• The customer judgment, view, opinion, perception, idea
about the excellence of the products and services within
their expected price range, time period or features.

FOR INTERNAL CUSTOMERS

• The level of output excellence of one process,
as expected or judged by person, of another
department or different functional areas, who
receives them as input.
Evolution of Quality

Total Quality Total Quality

Management Management
Quality
Assurance
Quality Assurance
Quality Control

Quality Control
Inspection

Inspection
 Inspection

• Activities such as measuring, examining, testing, or

gauging one or more characteristics of a product or
service, and comparing the results with the specified
requirements
• Comparison of specified characteristics of the
product or service, to make acceptance or rejection
decision making.
• Inspection usually used for incoming, online and out
going materials.
• Generally it is in - house activity
 Inspection

Inspection
STANDARD

MIXED
PRODUCTS

IN PUT

REVIEWTEAM
PLANNING
REPORT
OF THE/ Measu- OK
PROCESSES
FOLLOW
EXECUTION
REQUIREMENTS
SCHEDULING
GENERATION
UP rement
MANAGEMENT

OUTPUT

RESOURCES
NOT
OK
 Quality Control
• Operational activities that are used to full fill quality
requirements of product/services processes
• In QC we increase the check points to fix the
products/services with specified requirements.
• Investigation is done to know that why rejection has
occurred in process
• Root cause analysis is carried out to find out the reasons
of problem re -occurring, with data based on factual
approach
• QC is based on reactive approach. We take measures to
solve process, when there is any problem occurred in it.
• Corrections are done and corrective actions are taken.
 Quality Control
Quality Control STANDARD

MIXED
PRODUCTS

IN PUT
Measu- OK
REVIEW TEAM
PLANNING
REPORT
OF THE/ rement
PROCESSES
EXECUTION
FOLLOW UP
REQUIREMENTS
SCHEDULING
GENERATION
MANAGEMENT
OUTPUT
Cycle A

RESOURCES PRODUCT/SERVICE NOT

FIXING
OK

Process Root Cause Analysis Cycle B

Fixing

Corrective Action
 Quality Assurance
• Operational activities that are used to full fill quality
requirements of product/services systems, to provide
adequate confidence that an entity will fulfill requirements
for quality.
• It refers to planned and systematic activities that provide
confidence in a product's suitability for its intended purpose.
• Analysis is carried out to avoid problem occurrence, with
data based on factual approach. System & Processes are
monitored continuously at every stage where the
phenomenon of Quality assurance is fully implemented.
• QA is based on proactive approach. We plan measures to
avoid problems occurrence with system perspective
• Preventions are done and preventive actions are taken.
 Quality Assurance
Quality Assurance
OK PROCESS
Measurement Not
OK
CS
Control

MIXED
PRODUCTS
STANDARD

IN PUT

REVIEWTEAM
OF THE/
PLANNING
REPORT Measu- OK
PROCESSES
FOLLOW UP
EXECUTION
REQUIREMENTS
SCHEDULING
GENERATION rement
MANAGEMENT

OUTPUT Cycle A

RESOURCES PRODUCT/ NOT

SERVICE FIXING
OK

Process and/or
Root Cause Analysis
Systems Fixing
Cycle B

Prevention Action
 Total Quality Management
• Management Approach of an organization, centered on quality, based on the
participation of all its members, and aiming at long term success through customer
satisfaction, and benefits to its all members in the organization and to society.
OPTIMIZING SEVEN MAIN AREAS

Leadership

Customer People
Systems Development
Driven Improvement

Process Service Resources

Improvement Improvement Utilization
 Total Quality Management
OK PROCESS
Measurement Not
OK
CS
Control

MIXED PRODUCTS

STANDARD

IN PUT

ISSUANCE
REVIEW
TESTING
ADMIN,OF
OFTHE Measu- OK
PROCESSES
PRODUCTION
RAW
FINANCE
PROCESS
REQUIREMENTS
LABS
MATERIAL
QA rement
Cycle A

OUTPUT Cycle A

RESOURCES PRODUCT/SERVICE NOT

FIXING
OK

Process and/or
Root Cause Analysis
Systems Fixing
Cycle B

Preventive / Corrective Action

 Quality Management System

Quality

Planning

products/Services
Consistency of
Quality
Quality

Monitoring Policy Organizing

& Control

Implementing

Quality
 Conceptual Summary

Inspection Accept it / Reject it!

Quality Control Doing the Things Right!
Quality Assurance Doing the Right Things!
QM Doing the Right Things Right,
at Right Time!
TQM Doing the Right Things
Right,
at Right Time, Every Time
To t al Quality Management