Quality Management Notes

4.1 Meaning of Quality of Produce and Services

 Quality of Produce: Refers to the inherent characteristics of a
physical product that determine its ability to satisfy stated or
implied needs. This includes factors like functionality, durability,
reliability, aesthetics, and perceived value.
 Quality of Services: Focuses on how well a service meets or
exceeds customer expectations. Key dimensions include tangibles
(physical aspects), reliability (consistent performance),
responsiveness (willingness to help), assurance (competence and
courtesy), and empathy (caring, individualized attention).
Quality Characteristics: Specific features or attributes of a
product or service used to define and measure its quality. These can
be quantitative (e.g., dimensions, weight, speed) or qualitative (e.g.,
color, taste, texture).

Quality of Design: How well the product or service concept and

specifications meet the identified needs and requirements of the
customer. It's about designing the "right" product or service in the
first place.

Quality of Conformance: The extent to which a product or service

meets the specified design and standards during the production or
delivery process. It's about producing the product or service "right"
according to the design.

Quality of Performance: How well the product or service actually

functions in use over time. This includes aspects like functionality,
reliability, durability, and serviceability.

Concept of Reliability: The probability that a product or service

will perform its intended function for a specified period under stated
conditions without failure. It's a crucial aspect of performance
quality, especially for durable goods and critical services.

Cost: Quality has a significant impact on costs. Poor quality leads to

increased costs (rework, scrap, warranty claims), while investing in
quality can reduce these costs and improve profitability.

Quality Assurance (QA): A proactive and systematic set of

activities implemented in a quality system so that quality
requirements for a product or a service will be fulfilled. It aims to
prevent defects from occurring in the first place.

Cost of Rework and Repair: Expenses incurred when defective

products or services need to be corrected or fixed. Rework happens
before the product reaches the customer, while repair often occurs
after the customer has received it (e.g., under warranty).

Quality and Inspection: Inspection is the process of examining

products or services to determine whether they conform to specified
requirements. While inspection can identify defects, relying solely
on it is often less effective than proactive quality assurance.

Quality Circle: A small group of employees who voluntarily meet

regularly to identify, analyze, and solve work-related problems,
leading to improvements in quality, productivity, and the work
environment.
 4.2 Total Quality Management (TQM)
 A management philosophy and set of principles that emphasizes
continuous improvement, customer satisfaction, and the
involvement of all members of an organization.
 Focuses on integrating quality into every aspect of the
organization's activities.
 Key principles include customer focus, leadership, involvement of
people, process approach, system approach to management,
continual1 improvement, fact-based decision making, and mutually
beneficial supplier relationships.2
Six Sigma:
 Statistical Meaning: A measure of process capability, aiming for
no more than 3.4 defects per million opportunities (DPMO). It
signifies a very high level of quality and process control.
o Mathematically, six sigma corresponds to ±6σ (standard deviations)
from the mean in a normal distribution.
 Methodology (DMAIC): A data-driven improvement cycle used in
Six Sigma:
o Define: Identify the problem, project goals, and customer
requirements.
o Measure: Collect and analyze data to understand the current3
process performance.
o Analyze: Identify the root causes of the defects or problems.
o Improve: Implement solutions to address the root causes and
improve the process.
o Control: Establish measures and monitoring systems to sustain the
improvements.
Six Sigma Black Belt Concept: Individuals who are highly trained
in Six Sigma methodologies and lead complex improvement projects
within an organization. They act as change agents and mentors for
Green Belts.
 4.3 KAIZEN, POKA-YOKE, 5S Techniques

KAIZEN: A Japanese term meaning "change for the better" or

"continuous improvement." It emphasizes small, incremental
improvements involving all employees. Key aspects include:
 Focus on eliminating waste (Muda).
 Employee involvement and teamwork.
 Data-driven problem solving.
 Emphasis on process rather than results.
POKA-YOKE: Japanese term meaning "mistake-proofing" or
"inadvertent error prevention." It involves designing mechanisms or
procedures to prevent errors from occurring or making them
obvious so they can be corrected easily. Examples include:
 Physical constraints that prevent incorrect assembly.
 Warning signals when an error is about to happen.
 Checklists to ensure all steps are completed.
5S Techniques: A methodology for organizing and maintaining a
clean, efficient, and safe workplace. The five S's are:
 Seiri (Sort): Eliminate unnecessary items from the workplace.
 Seiton (Set in Order): Organize the remaining items in a logical
and accessible manner.
 Seiso (Shine): Clean the workplace regularly.
 Seiketsu (Standardize): Establish standard procedures for
maintaining order and cleanliness.
 Shitsuke (Sustain): Make the 5S practices a habit and ensure
ongoing adherence.
 4.4 Introduction of ISO 9000, ISO-14000

ISO 9000: A family of international standards related to quality

management systems (QMS). It provides a framework for
organizations to consistently provide products and services that
meet customer and regulatory requirements.4 Key aspects include:
 Focus on customer satisfaction.
 Emphasis on documented processes.
 Commitment to continual improvement.
 Provides a basis for certification of an organization's QMS.
ISO 14000: A family of international standards related to
environmental management systems (EMS). It helps organizations
minimize their negative impact on the environment, comply with
applicable regulations, and continually improve their environmental
performance. Key aspects include:
 Environmental policy and objectives.
 Planning and implementation of environmental aspects.
 Checking and corrective action.
 Management review.
 Provides a basis for certification of an organization's EMS.
 4.5 Quality Economics: Cost of Quality
 Refers to the costs associated with preventing, detecting, and
correcting quality issues. It's often categorized into:
o Prevention Costs: Costs incurred to prevent defects from
occurring (e.g., training, quality planning, process control).
o Appraisal Costs: Costs associated with evaluating products or
services to ensure they meet quality standards (e.g., inspection,
testing).
o Internal Failure Costs: Costs resulting from defects that are
discovered before the product or service is delivered to the
customer (e.g., rework, scrap).
o External Failure Costs: Costs resulting from defects that are
discovered after the product or service is delivered to the customer
(e.g., warranty claims, returns, lost sales, damage to reputation).
Value of Quality: The benefits derived from providing high-quality
products and services, such as increased customer satisfaction,
loyalty, repeat business, and a positive brand image, which can lead
to higher revenue and profitability.

Economics of Quality Confirmation: Analyzing the costs and

benefits of activities undertaken to ensure that quality requirements
are met (appraisal and prevention costs). The goal is to find the
optimal level of investment in these activities to minimize the total
cost of quality.

Quality Function Deployment (QFD):

 Basic Concept: A structured approach to defining customer needs
and translating them into specific product or service design and
manufacturing requirements. It ensures that customer voice is
heard throughout the development process.
 Areas of Application: Product design, service development,
process improvement, marketing, and strategic planning. The
"House of Quality" is a key tool used in QFD to map customer
requirements to technical design features.
 4.6 Various Q-C Tools

These are seven basic tools of quality control used to analyze and
solve quality-related problems:
 Cause-and-Effect Diagram (Fishbone or Ishikawa Diagram): A
visual tool used to identify the potential causes of a specific problem
or effect. The main problem is represented as the "head" of the fish,
and the major categories of potential causes (e.g., Man, Machine,
Material, Method, Measurement, Environment) are represented as
"bones" branching off the spine.
 Check Sheet: A structured form used to collect and organize data
in a systematic way. It helps to track the frequency or types of
defects or events.
 Histogram: A graphical representation of the distribution of
numerical data. It shows the frequency of occurrences within
different intervals or categories, helping to understand the central
tendency, spread, and shape of the data.
 Pareto Chart: A bar graph that ranks causes or problems from the
most significant to the least significant. It is based on the Pareto
principle (the 80/20 rule), which suggests that roughly 80% of
effects come from 20% of causes.
 Scatter Diagram: A graph that plots pairs of numerical data points
to examine the relationship between two variables. It can help
identify potential correlations (positive, negative, or no correlation).
 4.7 Inspection Definition and Meaning
 Inspection: The activity of measuring, examining, testing, or
gauging one or more characteristics of a product or service and
comparing the results5 with specified requirements to determine
conformity.6
Difference between Inspection and Quality Control:
 Inspection: A reactive process focused on detecting defects after
they have occurred. It's a "checking" activity.
 Quality Control (QC): A broader concept that includes inspection
but also involves proactive measures to prevent defects, analyze
causes, and implement corrective actions. It aims to control the
quality of the process and output.
Classification of Inspection:
 (i) Process Inspection: Inspection conducted during the various
stages of the production or service delivery process to monitor and
control quality at each step. It helps identify and correct problems
early on.
 (ii) Final Inspection: Inspection performed on finished products or
completed services before they are shipped to the customer to
ensure they meet all specified requirements.
 (iii) Raw Material (finished/semi-finished) Inspection:
Inspection of incoming raw materials, components, or semi-finished
goods to ensure they meet the required quality standards before
being used in the production process.
 (iv) Tool and Gauge Inspection: Inspection of tools, jigs, fixtures,
and measuring instruments to ensure they are accurate and in good
working condition, as they directly impact the quality of the output.
Role of Quality Control Inspector/Supervisor:
 Conducting inspections and tests according to established
procedures and standards.
 Identifying and documenting defects or non-conformities.
 Collecting and analyzing quality data.
 Reporting inspection results to relevant personnel.
 Ensuring compliance with quality standards and procedures.
 Sometimes involved in problem-solving and implementing corrective
actions under the guidance of quality engineers.
 Supervisors may also be responsible for training inspectors,
managing inspection schedules, and ensuring the proper use of
inspection equipment.
I hope these notes are helpful! Let me know if you'd like me to
elaborate on any of these topics or have any other questions. 😊