QUALITY

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QUALITY

• Fitness for Use
• (J.M. Juran)
• Conformance to Customer Requirements
• (P.B. Crosby)
• Meeting Customer Expectations
• (A.V. Feigenbaum)

Customer Satisfaction (K. Ishikawa)
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HOW TO SATISFY YOUR CUSTOMER

• (LOWER COST) ---------- C
• (QUALITY PRODUCT) - Q
• (ON TIME DELIVERY) ---D

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QUALITY CHAIN
Q, C, D OUTPUT ESSENTIAL Q, C, D
PROCESS ESSENTIAL Q,C, D INPUT
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Quality Emphasis Between Old New
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Quality Emphasis Between Old New
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COST OF QUALITY
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FOUR LEVEL OF QUALITY MANAGEMENT EVOLUTION

Aim for continuous improvement Involve suppliers
and customers Involve all operations Performance
measurement Teamwork Employee involvement
Total Quality Management

Third-party approvals Systems audits Advanced
quality planning Comprehensive quality
manuals Use of quality costs Involvement of
non-production operations Failure mode and
effects analysis Statistical process control
TQM
Quality Assurance
QA

Develop quality manual Process performance
data Self-Inspection Product testing Basic
quality planning Use of basic statistics Paperwork
control
TQM
QC
Quality Control
QA
I
QC
I

Inspection
Salvage Sorting, grading Corrective
actions Identify sources of non-conformance
Inspection
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QUALITY INSPECTION
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QUALITY CONTROL
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INSPECTION AND PROCESS CONTROL - A COMPARISON -
inspection process control good or
bad variability accepted/rejected normal/abnorm
al process measure results measure fire fighting
preventive a routine work standardize
and improve
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QUALITY ASSURANCE SYSTEMS
(BASED ON ISO 9000 SERIES)
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TOTAL QUALITY MANAGEMENT

• THE MANAGEMENT SYSTEM WHICH
• Put quality as business strategy
• Involve every function and each member of
  organization in improving quality
• Fully oriented toward Customer and Employee
  satisfaction

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TOTAL

• Not only quality of product/service, but include
  also Cost, Delivery, Work safety, Environment
• Not only Production/ Operation section but whole
  company department
• Not only the quality expert, but whole
  organization member, Top management, Middle
  manager , Supervisor as well as Operator

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ESTABLISH, MAINTAIN, AND IMPROVE STANDARDS
MANAGEMENT
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TQM TRIANGLE
TQM
System
Technique
Attitude
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Overview of TQM