Quality Management

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• Quality Management

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What Is Quality?

• The degree of excellence of a thing
  (Websters Dictionary)
• The totality of features and characteristics
  that satisfy needs ( ASQC)
• Fitness for use

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Defining Quality

• User-based Quality lies in the eyes of the
  beholder
• Appealing to the Marketing people and customers
• Higher quality means better performance, nicer
  features, and other (sometimes costly)
  improvements

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Defining Quality contd

• Manufacturing-based
• Appealing to production managers
• Quality means conforming to standards and making
  it right the first time
• Product-based
• Views quality as precise and measurable variable.
• Eg. A really good ice cream has high butterfat
  levels.

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Quality Of Conformance

• Ensuring product or service produced according to
  design
• Depends on
• design of production process
• performance of machinery
• materials
• training

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The Meaning of Quality
Producers Perspective
Consumers Perspective
Quality of Conformance
Quality of Design
Production
Marketing

• Quality characteristics
• Price

• Conformance to
• specifications
• Cost

Fitness for Consumer Use
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Quality Philosophers

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

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Demings 14 Points

• 1. Create consistency of purpose
• 2. Lead to promote change
• 3. Build quality into the product stop depending
  on inspections to catch problems
• 4. Build long-term relationships based on
  performance instead of awarding business on the
  basis of price.
• 5. Continuously improve product, quality, and
  service.
• 6. Start training

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• 7. Emphasize leadership.
• 8. Eliminate fear among employees
• 9. Eliminate barriers between departments
• 10. Eliminate slogans
• 11. Support, help, and improve
• 12. Enhance worker pride
• 13. Institute vigorous training education
  programs
• 14. Put everybody in the company to work on the
  transformation

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The Deming Wheel(or P-D-C-A Cycle)
Identify problem Develop plan for improvement
1. Plan
Institutionalize improvement Continue cycle
4. Act
Implement plan on test basis
2. Do
3. Study / Check
Is the plan working
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Total Quality Management (TQM)

• Quality encompasses the entire organization, from
  supplier to customer.
• TQM is management of an entire organization so
  that it excels in all aspects of products and
  services that are important to the customer.

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Total Quality Management

• 1. Customer defined quality
• 2. Top management leadership
• 3. Quality as a strategic issue
• 4. All employees responsible for quality
• 5. Continuous improvement
• 6. Shared problem solving
• 7. Statistical quality control
• 8. Training education for all employees

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TQM Throughout The Organization

• Marketing, sales, RD
• Engineering
• Purchasing
• Personnel
• Management
• Packing, storing, shipping
• Customer service

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Strategic Implications Of TQM

• Quality is key to effective strategy
• Clear strategic goal, vision, mission
• High quality goals
• Operational plans policies
• Feedback mechanism
• Strong leadership

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Cost Of Quality

• Cost of achieving good quality
• Prevention
• Appraisal
• Cost of poor quality
• Internal failure costs
• External failure costs

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Employees Quality Improvement

• Quality circles
• Employee suggestions
• Process improvement teams
• Self-managed work teams

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The Quality Circle Process
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Seven Quality Control Tools

• 1. Pareto analysis
• 2. Flowcharts
• 3. Check sheets
• 4. Histograms
• 5. Scatter diagrams
• 6. Control charts
• 7. Fishbone diagram

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A Pareto Chart
(64)
Percent from each cause
(13)
(10)
(6)
(3)
(2)
(2)
Poor Design
Defective parts
Operator errors
Machine calibrations
Defective materials
Surface abrasions
Wrong dimensions
Causes of poor quality
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A Flowchart
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Check Sheet
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Histogram
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Scatter Diagram
.
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Control Chart
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Fishbone Diagram
Machines
Measurement
Human
Out of adjustment
Faulty testing equipment
Poor supervision
Tooling problems
Incorrect specifications
Lack of concentration
Improper methods
Old/worn
Inadequate training
Quality Problem
Inaccurate temperature control
Defective from vendor
Poor process design
Ineffective quality management
Not to specifications
Dust and Dirt
Deficiencies in product design
Material- handling problems
Process
Environment
Materials
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Quality Awards And Certifications

• The Malcolm Baldrige Award
• The Deming Prize
• Industry, regional, and company awards
• Institute of Industrial Engineers
• NASA
• European Quality Award

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ISO 9000 Categories

• ISO 9001 Suppliers and Designers
• ISO 9002 Production
• ISO 9003 Inspection and Test
• ISO 9004 Quality Management