Quality

Management System
BITS Pilani Mr. Prashant Bawa
Guest Faculty
Pilani Campus
 BITS Pilani
Pilani Campus

QM ZG524
QUALITY MANAGEMENT SYSTEM
LECTURE NO: 1
Course content

Quality management and QMS  Evolution of quality, quality management and QMS
Quality concepts  Salient quality vocabulary.
Service Quality  SRVQUAL Model
FUNDAMENTALS

Quality vocabulary  Salient quality vocabulary.

QMP and PDCA  QMP
 Process
 Process approach,
 Process mapping
 PDCA/PDSA
PDCA  Correction/PA/CA/Cost of Quality
Risk Based Thinking  Risk Management and Risk Based Thinking
Management of Sustainability  ISO-9004-management of sustainability of QMS (ISO-9001)
Quality Management Tools  New & Old
ISO-9001:2015  ISO-9001:2015,
Requirements of each of clauses 4 to 10.
QMS


 Documentation structure.
Auditing Process  Understanding auditing process
 Documentation process

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Evaluation Scheme: (QM ZG524)

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Part I

• Evolution of quality

• Quality
• Quality Management
• Quality Management System

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 History of Quality

From time immemorial

It dates back to 14th century

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Excerpts from history

Industrial Revolution Scientific Management

The Bell Story

Whitney disaster

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World War II

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Post World War II

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World realises importance of
QUALITY

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“The Book”

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The US Story

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The Quality Revolution
comes to US

Outcomes of the
Quality Movement

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Genesis

Need to address the following at the outset:

What is Quality?
Why it is important?
How is it achieved?

How was the world before industrial revolution?

Inspection – 100 % inspection – ad hoc sampling
US Navy – MIL standard for sampling

With increased volumes – SQC

Control charts - SPC – Walter Shewhart (1920) – Quantum improvement

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Quality Assurance (QA)

Why should be inspection required?

Right first time and every time - Quality is designed in the process

Product design
Process design
Inspection plans – raw materials
Standardized operations – jigs, fixtures, gages
SPC
Improving process capability
QC and SPC – Parts of QA

Taguchi focussed on variation through loss function and

QA through offline quality control methods

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Total Quality Management (TQM)

Initial focus on direct production operations shifted to the

following to achieve quality

Upkeep of plant and equipment

Skill of operators
Material handling
Inspection and testing of instruments used

Organization wide efforts for quality of products and

services - TQM

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Further…

North America and in general the world faced fierce attacks

of Japanese products of superior quality.

If all the processes contributing to the quality of a product

are identified and integrated, a better way can be found
to successfully satisfy of a customer.

This is the beginning of Quality Management System

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International Organization for
Standardization (ISO)
ISO - Estd. In 1947 and 25 representatives

Objective
To harmonize various standards operating in many
countries to facilitate world trade

BS 5750 (1979) – Quality Systems

ISO 9001 (1987) – First generic non-industry/product

specific set of standards and guidelines
Revisions 1994, 2000 and 2008
Latest revision – Sept. 2015

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Quality Management System (QMS)

Traditional QC models are based on product conformity.

ISO standards – generic models (Synonym to QMS)

Suitable interpretation and application is required to realize results.

Applicability – any organisation/product

Focus – process and process management

(Details – 2000, 2008, 2015 in the classes to follow)

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QMS – in a nutshell

If implemented and effectively maintained, facilitates to achieve the following objectives

To demonstrate that the organization is capable of consistently providing

products and services conforming to
– Customer requirements
– Applicable statutory and regulatory requirement's
– Any other requirements predetermined by the organization
To increase the level of customer satisfaction from the products and services

QMS – a system to manage all work processes which have significant effect on
quality of products and services. All work is carried out through activities and
processes and managed according to the principles of process management.

It consists of -
organizational structure, resources, policies, documents, processes, procedures, etc.

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Evolution of QMS and beyond

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Part II – Quality Concepts

What is Quality?
Definition - Fitness for use ( by Juran)
Customer – His perception of a product / service
– Look
– Performance
– Reliability
– Availability
– Cost

Conformance to specified requirements – specified by the customer

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Quality – ISO 9000 : 2015 Definition

Quality –
the degree to which a set of inherent characteristics (of a
product/service) fulfils requirements (of a customer)

Requirement and Characteristic

Parameter - Numerical characteristic
Specifications - Values of parameter

Customer - not concerned with CHARACTERISTIC.

He needs fulfilment of the requirements.

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Quality of Design

An Example –
Pen (one with price Rs. 10/- and other of Rs. 1000/-)

Quality and grade

Quality of two different grades of products/services can not be compared.

Enhancing good features; excluding unnecessary features in design.

A good design will feel authentic.
A quality design establishes trust.

A poor design communicates to the subconscious that

something isn't quite right.

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Quality of Conformance

Quality of conformance is
the ability of a product, service, or process
to meet its design specifications.

• If a product closely matches target specifications, it is said to have

excellent conformance quality.
• If the product deviates greatly from the intended design, that product
is
said to have poor conformance quality.
• Since it is difficult to match target values exactly, producers allow for
tolerances. These tolerances express how much a product/service
can deviate from the target while still having what is considered to be
an acceptable conformance quality.

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Quality Costs

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Value / Value Addition
• Value of a product reflects the owner(s)'/buyer(s)' desire to retain or
obtain a product.
• Individual's level of desire to retain or obtain a product depends on how
much the product details and/or its performance agree with the value
system of the individual.
• To an individual, therefore, value of a product includes cost and a
subjective part associated with cost.

Cost of quality does not add value; they help in minimizing negative effects

Value analysis and value engineering

• Cost value
• Use value
• Esteem value
• Exchange value

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