Introduction-Total Quality Management

 This module is Total Quality Management.(TQM)

 All together 28 hours
 2 credits module
 During this program we will discuss different topics
related to TQM. Fundamentals, Concepts, System models
etc.
T G GAMINI DHARMAWARDANA
Former Director General /CEO
SRI LANKA STANDARDS INSTITUTION

B.Sc.(Hons, M.Sc(Polymer Engineering/Technology)

Post Grad. Diploma in Management
Reg. Lead Auditor for QMS, , IRCA.UK
EMS Lead Auditor,
OHSAS Lead Auditor
ISO 45000 Lead Auditor
En MS Lead Auditor
ISO 17025 –Laboratory Management Systems Lead Assessor/Technical Assessor.
National Quality Award Examiner
Snr.Member A.S.Q.(USA)

CP Consultant
Visiting Lecturer-University of Moratuwa
Senior Lecturer-SLSI and PRI
 TOTAL QUALITY MANAGEMENT PROGRAMME-
University of Moratuwa
1. Standardization and Concepts on Total Quality Management

•Basic introduction to Quality Management

-Quality, complaint mushroom, Quality chain, Process definition,
Deming cycle ,4Ms
•Standardization concept
•Service Quality 10h
•Levels of Standardisation
•Conformity Assessment
•Accreditation
•7 Quality Management Principles
•Quality Costs
•Standards formulation Process
2.Quality Management Systems
 Product certification scheme
 ISO 9001:2015 Standard requirements
 ISO 14001:2015 Standard requirements
 ISO 17025:2017 Standard requirements
 Midterm test
 Quality Auditing
 Definition of Audits 10 h
 Types of Audits
 Classification of Audits
 Performing the Audits
 Audit Reporting
3.Statistical Process Control in Production and
Service Systems
Seven Quality Management tools
 Pareto Diagram
 Scatter Diagram
 Flow Charts
 Check sheets
 Cause and Effects Diagram
 Histogram
 Control Charts 8h
 Variable/Attribute
 Process Capability indices

 Total hours 28
 No of Credits 2
INTRODUCTION TO
TOTAL QUALITY
MANAGEMENT
Gamini Dharmawardana
 Quality

What are the expectations of using soap.?

 a) removing of dirt
b) Odor /Smell
c) Prevent any damages to the body (Safety)
d) Price
e) Availability

ability of a product or Service to satisfy the customer

expectations.
 What is Quality ?

 Quality is customer satisfaction

 Quality means conformance to specified
requirements
 Quality means fitness for use

Latest definition

Quality is customer delightness

9
 Standard

 Which is a document developed by a group of people through a

consensus process and the content of that document is the
optimum requirements of a product or service
TYPES OF STANDARDS
 Product specifications
 Codes of practice
 Test methods
 Sampling methods
 Vocabularies
 System models-ISO 9001, ISO 14001, ISO 22000 , ISO 45000,
ISO 50001,ISO 17025 etc.
 Units of measurements, symbols
 Atmospheric conditions etc.
 Standards are identified as
ISO 9001:2015
SLS 894: 2023
IS 2334 : 2001
 Standardization
Standardization
 is the process of developing and
implementing technical standards.

An important benefit of standardization is to improve

the suitability of goods and services for their
intended purpose.

Eg: SIM cards, use of credit cards, Debit cards, electric

bulbs, socket outlets etc.
.

Quality control

 Operational techniques and activities that are used to fulfill

requirements for quality.
(eg sampling, inspection ,testing etc.)
.

Quality assurance

All the planned and systematic activities implemented within

the quality system and demonstrated as needed, to provide
adequate confidence that an entity will fulfill requirements
or quality.
Preparation and implementation of Sampling plans,
Procedures, Instructions ,Specifications, etc. etc.
 Total Quality Management

Management approval of an organization centered on quality,

a) based on the participation of all its members and
b) aiming at long term success through customer satisfaction and
c) benefits to all members of the organization and to society.

For the TQM

a) Good strong leadership of top management
b) education and training of all members of the organization are
essential
c) Involvement of all the levels of employees.
Total Quality Management

Quality
Assurance

Quality
Control
Levels of Standards

 Company Standards
 National Standards
 Regional Standards
 International Standards
Company Standardization

 Standardization activity carried out by a single

industrial unit or organization
 Helps in simplification of company operations
National Standardization

 Individual country formulates these standards to suit the

country. Eg SLS Standards, IS Standards, BS standards,
These standards help
 To Safeguard Consumer interest
 To Facilitate Domestic trade
 To Facilitate Exports and Enhance Competitiveness
 Regional Standardization

This type of standards are formulated for that specific

region
Eg .
 European Economic Commission-EN Standards
 ASEAN – APEC
 SAARC Standards
 International Standardization

 Standardization work carried out on an international basis

participating all the member bodies (about 170 countries).
International bodies who formulates International standards.
These standards help to facilitates international trade.
 International Organization for Standardization –ISO
Standards
 International Electro technical Commission-IEC Standards
 Codex Alimentarius Commission-Food related Standards
 Other International Bodies- ASTM, OHSAS Project group
 WTO Agreements (TBT, SPS)
Important International Standards

 ISO 9001: 2015 Quality Management System Requirements

 ISO 9002:2016 Guideline for QMS standard
 ISO 14001:2015 Environmental Standards Requirements
 ISO 22000:2018 Food Safety Management System
 ISO 27000:2014 Information Security Management System
 ISO 31000:2018 Risk Management System
 ISO 45001: 2018 Occupational Health and Safety
Management System
 ISO 50001:2011 Energy Management System Standard
 ISO 17025:2017 Laboratory Management Systems.
 Importance of Standardization/Standards

 Varity reduction
 Reduce the barriers of international trade
 Guides Industry and Trade
 Facilitates Exchange of Goods and Services
 Provides a basis for comparison of products and
services
 CUSTOMER FOCUS

 Understanding the requirements of customers

 Complaints handling
 Comply with applicable legal requirements
 Enhancing customer expectations
 Atending Risks related to products and services
 CUSTOMER

 A person who obtains the services or

 A person who purchases the products
 Customer
CUSTOMER
 Most important person for the Organization
 Organization is depending on him. He is not depending
on us.
 He is not a barrier to the Organization. By providing the
service we do not give any benefit to him. By obtaining
our services he provides benefits to us.
 Organization should not argue with the customer.
 Customer comes to us to get fulfilled his requirements.
It is our responsibility to provide expected services to
the customer for his satisfaction.
Important Topics

 Complaint Mushroom
 Deming Cycle
 Quality Chain
 Process Approach
Complaint Mushroom

1000

100
Explanation

 If 100 people are aware about any defect of your product only 4 people will
tend to complain.
 But one person will discuss this matter with at least 10 people. Therefore
finally 100x 10= 1000 will come to know about your product defect
 Deming Cycle-PDCA Cycle
 The Deming Cycle, or PDCA Cycle (also known as PDSA Cycle), is a continuous quality improvement
model consisting out of a logical sequence of four repetitive steps for continuous improvement and
learning: Plan, Do, Study (Check) and Act.
 Deming Cycle-PDCA cycle
 Plan

During the plan phase, establish the objectives and processes necessary to deliver
results in accordance with the expected output (the target or goals). By establishing
output expectations, the completeness and accuracy of the specification is also a part
of the targeted improvement. When possible start on a small scale to test possible
effects.
 Do
During the do phase, implement the plan, execute the process, make the product.
Collect data for charting and analysis in the following check and act steps.
 Check
In the check phase, study the actual results (measured and collected in do phase
above) and compare against the expected results (targets or goals from the plan phase)
to ascertain any differences. Look for deviation in implementation from the plan and
also look for the appropriateness and completeness of the plan to enable the execution,
i.e., the doing. Charting data can make this much easier to see trends over several
PDCA cycles and in order to convert the collected data into information. Information is
needed for the next step: act.
 Action
If the check phase shows that the plan phase which was implemented in do phase is an
improvement to the prior standard (baseline), then that becomes the new standard (baseline) for
how the organization should act going forward (new standards are thus said to be enACTed). Instead,
if the check phase shows hat the plan phase which was implemented in do phase is not an
improvement, then the existing standard (baseline) will remain in place. In either case,
if the check phase showed something different than expected (whether better or
worse), then there is some more learning to be done... and that will suggest potential
future PDCA cycles.
 Two types of actions have to be
considered

 1. Correction
 2.Corrective action
 There are two types of customers

 INTERNAL CUSTOMER- They are employees of the

Company and working for different Processes
 EXTERNAL CUSTOMER- Outside customers
 PROCESS APPROACH

INPUT OUTPUT
PROCESS
RESOURCES PRODUCT
Man Power
Method
Machine
Materials

EFFICIENCY
4Ms of Quality Control

1. Man
2. Material
3. Method
4. Machine
 Conformity Assessment

 Conformity assessment is a process of checking whether

products, services, materials, etc. up to the requirements of
standards, regulations or other specifications.
Conformity Assessment Methods

 Inspection
 Testing
 Certification
 Conformity Assessment Body (CAB)

Conformity Assessment Body (CAB) is a body which includes Testing

Laboratory including medical Laboratory, Calibration Laboratory,
Proficiency Testing Provider, Certified Reference Material Producer
etc.
and
 a body conducts certification activities and /or
 a body conducts inspection activities.
Accreditation

 Accreditation is the third party attestation related to a

conformity assessment body conveying the formal
recognition of its competence to carry out specific
conformity assessment task.
 Accreditation

Means the procedure by which an authoritative body gives

formal recognition that organization is competent to
carry out specific tasks relating to conformity assessment.
(Conformity assessment bodies are testing & calibration
laboratories, medical laboratories, certification &
inspection bodies)
Accreditation

Accreditation is the independent, third-party evaluation of

a conformity assessment body (such as certification body,
inspection body or laboratory) against recognized standards,
conveying formal demonstration of its impartiality and
competence to carry out specific conformity assessment
tasks (such as certification, inspection and testing)
 Accreditation
Accreditation Body
gives
third party attestation
to

a conformity assessment body

conveying the formal recognition

of its competence to carry out specific conformity assessment task.

 Accreditation body

Accreditation
body

Certification Body

Inspection body

Laboratory Certification Inspection

Body body

ISO/IEC
PT 17065 ISO/IEC 17024
Testing Calibration
Provider ISO 14065 Inspection
ISO/IEC 17021

ISO/IEC 17025 Certification Certification ISO/IEC 17020

ISO 15189 of products of persons
Certification
of MS
 Recognition process of Accreditation
activities
(International Lab. Acc. Cooperation) ILAC and IAF (International Accreditation Forum)

AB1 AB2 AB3 AB 4 AB5 …….

CAB1-1 CAB1-2 CAB1-3 CAB 1-4

CAB 2-1 CAB 2-2…….
CAB3-1 CAB3-2 CAB3-3 ……….
AB -Accreditation Body
CAB- Conformity Assessment Body
 Accreditation body

Accreditation
body

Certification Body

Laboratory Certification
Body

ISO/IEC 17065
ISO/IEC 17024
GLP Testing ISO 14065
Calibration Inspection
ISO/IEC 17021

ISO/IEC 17025 Certification Certification ISO/IEC 17020

ISO 15189 of products
Certification
of persons

of MS
 7 Quality Management Principles

 Principle 1 – Customer Focus

 Principle 2 - Leadership
 Principle 3 – Engagement of People
 Principle 4 – Process approach
 Principle 5 – Improvement
 Principle 6 – Evidence based decision making
 Principle 7– Relationships Management
QUALITY COSTS

QUALITY COST CATEGORIES

Prevention costs
Appraisal costs
Internal failure costs
External failure costs
Thank you