?????%20??????%20-%20??????%20??????%20??%20?????%20??????%20??????%20?%20?????%20??????%20???????%20%20Basics%20on%20Total%20Quality%20Control%20

1
????? ?????? - ?????? ?????? ?? ????? ??????
?????? ? ????? ?????? ??????? Basics on
Total Quality Control Total Quality Management

• ?. ???? ?????????
• m_aichouni_at_yahoo.co.uk
• http//aichouni.tripod.com

??????? ? ????? ????? ??? ??????? ??????????? ?
?????? ??????? ????? ? 2005
2
????? ????

• ?? ???????? ???????? ???????? ( ????? ?????????
  ?????? ????? ?????????? ????? ????????? Internet
  ? ????? ????????? ???????? ISO ? ??????? ???????
  ???????? GATT... ???) ???? ??? ????????
  ?????????? ?????? ??????? ?????? ?????? ?? ??????
  ??? ???????? ???????? ??????? ????????? ???????
  ?? ????? ?????? ???????? ? ???????? ?????? ????
  ????? ???????.
• ?? ???? ??????? ???????? ??????? ?? ????? ??????
  ????? ?????? ??????? Total Quality Management
  ????? ????? ???? ????? ???? ?????? ?? ?????????
  ??????? ??????? ??? ????? ??????? ????? ????????
  ?????? ???? ??? ??????? ??????? ???????? ?????
  ???? ???? ?? ????? ???? ???????? ?????????? ????
  ????.
• ??? ????? ?????? ???? ??? ????? ??????? ?? ?????
  ??????. ??? ???? ??????? ???????? ????? ??? ????
  ?????? ???? ????? ?????? ?????? ????? ???? ????
  ?????? ?? ????? ??? ??? ???????? ?? ????????
  ?????? ????? ???? ???????? ??? ????? ?? ??? ?????
  ?????? ??????? ????.
• ??? ???? ????? ?????? ??? ??????? ??????
  ????????? ?????? ???? ???? ??? ???? "?? ?????
  ???????? ???? ????? ?? ?????? ?????? ???? ????
  ??? ??????? ???? ???? ?????".(????? ???)

3
???? ??????
??????
?? ???? ??? ??????
?? ???? ??? ????????
???? ??????? Quality of Design
???? ?????? Quality of Conformance
???????
???????

• ???????? ?? ?????????
• ???????

• ????? ??????
• ?????

???????? ????????? Fitness for Consumer Use
4
????? ??????
2
1
?????? ?? ???????? ???????? ???????? ???????
??????? ???? ?????
????? ?? ????? ?? ?????? ?????? ??????? ?? ????
???????
3
???? ?????? ???? ??? ???????
5
4
????? ?????? ??????? ??? ?? ???? ?????? ???????
??????? ?????? ???? ??????
????? ?????? ?? ???? ??????? ???? ???? ?????? ?
???????
5
????? ? ????? ??????
6
???? ????? ??????

• ??? ???? ????? ?????? ?????? ???? ?? ??????
  ??????? ? ?????????? ??????? ? ???? ??? ??? ?????
  ???????? ???????.

Total Quality Management
Quality Control / SPC
Quality Assurance
Inspection
7
????? ????? ?????? ?????? Total Quality Control

• ?? ???? ??????? ???? ??? ??? ?????? ??? ?????
  ??????? ??? ????? ??? ?? ???????? ??? ????? ?????
  ??? ?????.
• ??? ?? ??? ???? ???? ?????? ??? ?? ?? ??? ???
  ???????? ? ??????? ?????? ? ??? ?? ???? ??????
  ?????? (????????) ??????.
• ???? ?? ???? ????? ?????? ?????? ???? ???? ????
  ? ?????? ??????? ???? ????? ??? ???? ???????
  ???????? ???? ?????? ??????? (?? ??????) ????
  ???? ?? ?????? ????? ?????? ? ??????? ????? ?????
  ?????? ????? ?????? ?? ?????? ???? ????? ????????
  ? ???? ????????.

8
????? ????? ?????? ??????
? ???? ??? ????? ???????? ???? ??? ????? ?????
?????? ??? ????? ???????? ????? ? ?????? ??????
?????? ?? ?????? ??? ???????? ? ?? ??? ????. ????
????? ??? ??????? ??? ??? ????? ?????? ? ?? 1-
??? ??????? ??????. 2 ??? ???? ??????
???????. 3 ??? ???? ?????? ????? ???????. 4
??? ???? ?????? ??????? 5 ??? ???? ?????? ???
????? 6 ????? ??????
9
????? ????? ?????? ?????? (2)
1- ??? ??????? ?????? ? ???? ??? ????? ???????
???????? (????? ???????) ? ??????? ??? ???????
???? ?????? ????? ?? ????? ?????? ? ????? ? ?????
???????? ?????????. 2 ??? ???? ?????? ???????
??? ?????? ??????? ????? ????? ????????? ?? ????
??? ?? ??? ????? ? ??? ???? ??????? ??? ??? ??? ?
??? ??? ??????? ?? ?? ??? ?????? ????? ??? ???
???????? ????????? ? ???? ?????? ???????. 3
??? ???? ?????? ????? ???????. ? ??? ?????? ???
??????? ???? ?????? ?? ?? ????? ?? ????? ???????
? ??? ?? ???? ?????? ?? ???????? ? ?????? ? ?????
??????? ? ??????? ?????????.
10
????? ????? ?????? ?????? (3)
4 ??? ???? ?????? ??????? ? ??? ??????
?????? ????? ? ???????? ??? ??????? ??????
??????? ??? ?????? ?? ???????. ??? ????? ???
?????? ????? ????? ???????? ???? ???? ?????????
??? ???? ?????? ??? ??? ??? ?? ???????? ?????
???????? ? ???? ??? ?????? ??????? ? ??????? ?
??????? ? ????? ? ??? ??? ? ?????? ????? ?????? ?
?????. 5 ??? ???? ?????? ??? ????? ? ????
??? ?????? ???????? ? ???????? ??????? ? ????????
???????? ?????? ? ??????? ? ??? ?? ???? ???? ????
???? ???? ??????. 6 ????? ?????? ? ???? ??
??????? ???????? ??????? ???? ? ????? ?????
?????? (??????? ??????, ??????? ? ??????? ??? ???
???)
11
????? ????? ?????? ??????
?????? / ???????? Customer
????? ?????? ??????? Total Quality Management
???? ?????? Product Service
??????? Marketing
??????? ? ??????? Packaging and Storage
????? ?????? ??????
??????? Design
????????? Procurement
????? ? ???????? Inspection and Testing
????? ???????? Process Design
??????? Production
12
????? ????? ?????? Quality Assurance

• ? ???? ??? ???? ????????? ????????? ? ?????????
  ??????? ?????? ????? ??????? ??? ?????? ????
  ???????? ????????.
• ???? ????? ?????? ???? ?????? ?? ?? ??????
  ??????? ?? ?????? ????????. ? ????? ??? ???????
  ??????? ?????? ? ?????????.
• ????? ????? ?????? ???? ? ???? ?? ??? ??????
  ???? ???? ?????????? ? ??????? ? ????? ? ??????
  ???? ??????.

13
????? ????? ????? ?????? ???????

• ??? ????? ?????? ????? ?????? ???????. ????? ??
  ?????? ????? ?????????? ??????? ? ?????? ??????
  ???? ??? ????? ?????? ?? ????? ??? ???? ????? ???
  ???????? ? ??????.
• ??? ???? ????? ?????? ??????? ??? ???? ????
  ????? ??????? ??????? ?? ?? ???? ?? ????? ???????
  ? ??? ?? ???? ??????? ???? ???? ? ???? ???
  ??????? ???????. ? ??? ?? ???? ??????? ???????
  ?????? ? ??????? ??? ????? ? ???????? ???????
  ??????? ? ???????.
• ??? ?? ????? ????? ?????? ??????? ????? ???
  ?????? ????? ????? ????? ??? ??????? ???????? ???
  ?? ??????? ?????? ? ???????? ???? ????? ? ?????
  ????????? ???? ?????? ?? ???? ??? ?????.
• ????? ?????? ??????? ?? ????? ?? ?????? ????
  ??????? ????????? ?? ??????? ???? ????? ??????
  ?????? ?????? ???? ??? ????? ????????.

14
????? ?????? ???????

• ???? ????? ???? ? ?????? ?????
• ????? ??????? ? ?????? ???? ???????? ?
• ??????? ??????? ???????? ???????? ??
• ????????? ?????? ??????? ???????
• ?????? ??? ?????? ??????? ????????

15
???????? ???????? ???????????? ?????? ???????

• ??????? ??? ?????? (Customer focus)
• ??????? ??????? ?? ???? ????? ??????? ?? ??
  ?????? ?? ??? ???? ?? ????? ?? ????? ??????? ????
  ???? ?? ???? ???????? ??? ????? ???????? ??
  ??????? ?? ??? ??????.
• ??????? ??????? (Continuous improvement)
• ???? ?? ????? (Value of every Associate)
• ??? ???????? ???? ?? ??????? ????? ??????
  ?????. ?????? ?? ???? ??????? ???????? ?
  ????????? ???? ????? ?? ?? ????? ?????? ?
  ???????. ???? ?????? ???? ??? 4.000.000 ????
  ??????? ?? 80.000 ???? ????? ???? ??? ????. ??
  ????? 46 ???? ??????? ??? ???? ???? ?? ?????

16
????? ????? ????? ?????? ??????? ?? ???????

• ??????? ? ??????? ???????
• Organizational Practices

????? ?????? Quality Principles
????? ? ?????? ???? ???????? Employee Fulfillment
??? ?????? Customer Satisfaction
17
??????? ???????Organizational Practices

• ??????? (Leadership)
• ????? ??????? ? ??????? (Mission statement)
• ????? ??????? ??????? (Effective operating
  procedure)
• ????? ???????? (Staff support)
• ??????? ((Training
• ?????? ???????? ?????? ????? ?????? ???????
• ???? ??? ????????? ????????? ??? ????? ?? ?? ???
  ? ?? ??? ?????? ????.

18
????? ??????Quality Principles

• ??????? ??? ?????? (Customer focus)
• ??????? ??????? (Continuous improvement)
• ?????? ???????? (Employee empowerment)
• ????? ????? ?????? ??????? ((Tools of TQM
• ?????? ??????? ????? ???? (Benchmarking)
• ??? ??????? (Brainstorming)
• ????? ????? ?????? ((Just-in-time
• ????? ????? ?? ?? ??? ? ?? ??? ?????? ????.

19
????? ? ?????? ???? ???????? Employee Empowerment

• ????? ? ?????? ? ?????? ?????? ?? ??????? ??????
  ??? ?????? ?????? . ? ???? ??? ?????? ???? ??????
  ?? ?????? ??????? ??????? ? ?? ?? ????? ??????
  (85 ?? ????? ?????? ???? ??? ???????? ?
  ??????.)
• ????????
• ????? ???????? ???????? ? ???? ?????????
• ?????? ?????? ?? ????? ????????
• ????? ?? ???? ??? ????? ? ????? ?????? ( quality
  circles)

20
????? ????? ????? ?????? ???????
????? ?????????? ?????
??? ????????
??????? ? ???????? (???? ? ????????)
????? ? ?????? ???? ????????
??? ?????
????? ????? ??????
???? ??? ????
??????? ? ??????? ???????
21
??????? ???? ?????? ????? ?????? ???????
???????? ?????
????? ?????????? ?????
????? ? ?????? ???? ????????
????? ? ?????? ??????
?????? ?????
????? 1997
22
??????? ???????? ????? ??????

• ????? ???? ??????? ???????
• ????? ????? Check sheets
• ????? ??????? Scatter diagram
• ????? ????? ? ??????? Cause and effect diagram
• ????? ?????? ? ????? ?????? ??????
• ????? ?????? Pareto Analysis
• ????? ?????? Process charts (Flow diagrams)
• ????? ?????? ????? ??????
• ??????? ???????? Histograms
• ????? ?????? ???????? Statistical Process Control
  Charts

23
??????? ???????? ????? ??????
24
????? ??????Quality Circles

• ?????? ????? ?? 6 12 ???? ?? ??? ?????.
• ????? ???????? ???? ????? (4 ????? ?? ?????)
  ?????? ? ?? ??????? ???????? ??????? ? ??????
  ?????????

25
????? ???? ????? ?????? ???????TQM Infrastructure
????? 1997
26
????? ? ?????? ?????? Quality Philosophers
????? ???????? ???????? (SPC ) ????? ??????
?????? Total Quality Control

• ?????? Walter Shewhart
• ????? ??? Armand Feigenbaum
• ????? W. Edwards Deming
• ????? Joseph Juran
• ?????? Philip Crosby

????? ?????? ??????? Total Quality Management
27
????? ?????? ???????

• ???? ????? ??????? ??? ??????? ????????
  ????????? ( SPC) ?? ?????? ??????? (??????
  ??????? ??? ?????? )
• ???? ????? ??????? ??? ??????? ???????? ???????
  ??????? ? ??????? ? ??????? ? ????? ?????? ???
  ??????? ??????? ?? ????? ?????? ? ????? ???
  ??????? (??????? ??????? ??? ??????? ?????
  ??????)
• ???? ?????? ???????? ????? ??????? ??????
  ?????? ?????? (????? ??? ????? ???? ????? ?????
  ??? ????? ?????? ????? ?? ?????? ??????.
  ??????? ??? ??????? ? ?????? ??????? ???? ??
  ?????? ????? ???????? ? ?? ???????

28
?????? ??????? ??? ???????? ??????Demings 14
Points

1. ????? ??????? ??? ??????? ? ???????? ?? ???????
2. ?????? ?? ????????
3. ?????? ??? ?????? ????? ???? ????? ??? ?????
   ???????
4. ?????? ??? ??????? ???? ???? ???????? ????? ?????
5. ????? ????? ???? ??????? ? ??????? ? ???????
   ?????? ??????
6. ??? ??????? ???????? ???? ???? ?? ????? ? ??????
   ??????? ??? ????? ?? 13 ???? ???????.

• ??? ??????? ?? ?????
• ????? ????? ???????
• ?????? ?? ????? ?????
• ????? ???????? ?? ?????? ???????? ??? ???? ?????
• ??????? ??????? ???????? ? ??????
• ????? ??????? ??????
• ??? ??? ???????? ??? ???????
• ????? ????? ?? ???????? ? ??? ?????? ??????

29
??????? ????? ?????? ?????? ??????Jurans 10
Steps to improve quality

1. ???? ???????? ???? ???????
2. ????? ????? ??????? ?? ???????
3. ??????? ?????? ?????
4. ????? ??????? ? ??????? ?? ???? ??????
5. ????? ?????? ?? ???????
6. ????? ????????
7. ????????
8. ??? ??????? ? ???????
9. ????? ? ????? ??????? ? ???????
10. ??? ???????? ? ?????? ???? ????? ??????? ???????
    ??? ??? ???????

30
?????? ??????? ??? ???????Crosbys 14 Points for
Quality Management

1. ?????? ??????? ??????
2. ??? ????? ??????
3. ?????? ??????
4. ?????? ??????
5. ???????? ?????? ? ???????? ???
6. ??????? ?????????
7. ????? ?????? ??????
8. ????? ????????
9. ??? ?????? ??????

1. ??? ???????
2. ?????? ??? ????? ???? ??????
3. ???????? (?????? ?????? ????????? ?? ???? ??????
   ??? ???????)
4. ????? ??????
5. ????? ????? (??? ??????? ?? 1 ??? 13 ?? ???
   ?????? ?? ?? ?????? ??????? ?????? ? ??? ??????)

31
????????? ???????? ??????? ?? ??????International
Quality Standards

• ????????? ???????? ????????? Z8101-1981
• ??????? ????? ?????? ???????
• ????? ????????? ??????? ISO 9000
• ISO 9000 ????? ?????? ? ?????? ???? ??????
  ??????? ???????? ? ?????????
• ISO 9001 ???? ?????? ????? ????? ?????? ??
  ??????? ? ???????? ??????? ? ??????? ? ?????
  ???????
• ISO 9002???? ?????? ????? ????? ?????? ??
  ??????? ? ???????
• ISO 9003???? ?????? ????? ????? ?????? ??
  ????? ??????? ? ??????????
• ISO 9004????? ? ??????? ??? ?????? ? ?????
  ??????
• ????? ????????? ??????? ISO 14000
• ????? ????????? ????????? ASQC Q90 series MILSTD

32
????? ????? ????????? ??????? ?????? 9000
33
??? ?? ???? ???? ??? ??? ???????? ?? ?? ????? ?
?? ???? ???? ????? ?? ???????? ??????? ?????? ???
??? ??? ?????? ?? ??????? ?????????? ????? ???
?????? www.arabicstat.com/forums/forum12/ ??
???????? ??? ?????? ??????????
m_aichouni_at_yahoo.co.uk