BASIC CONCEPTS OF QUALITY

Learning Objectives
QUALITY QUALITY CONTROL QUALITY ASSURANCE QUALITY MANAGEMNT TOTAL QUALITY MANAGEMENT Little q vs Big Q ISO SYSTEM

QUALITY
A subjective term for which each person has his or her own definition. Characteristics of a product that bears on its ability to satisfy the stated or implied needs.( ASQ)

(ASQ)
Note: American Society for Quality ASQ American Society for Quality Control.(ASQC)

QUALITY
Features of products which meet customer needs and thereby provide customer satisfaction. In this sense the meaning of quality is oriented to income

QUALITY
A product or service free of deficiencies.
Freedom from errors that require doing work over again (rework) or that may results in field of failures, customer dissatisfaction, customer claims and so on.

In this sense quality is oriented to cost and higher quality means Costs Less
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QUALITY
Product features meet customer needs Higher quality enables companies to:
Increase customer satisfaction Make products salable Meet competition Increase market share Provide sales income Secure premium prices

Freedom from deficiences Freedom from deficiencies

Reduce error rates Reduce rework, waste Reduce failure Warranty charges Reduce customer dissatisfaction Reduce inspection, test Shorten time to put new products in the market Increase yields, capicity Improve delivery performance

The major effect is on sales Usually higher quality costs more.

Major effect is on cost Usually, higher quality costs less

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What is Quality?
User-based: In the eyes of the beholder Manufacturing-based: Right the first time Product-based: Precise measurement

Accuracy Vs Precision
Accuracy The accuracy of a measurement describes how close it is to the 'real' value.
Precision The ability of a measurement to be consistently reproduced

Dimensions of Product Quality

Performance Aesthetics Special features: convenience, high tech Safety Reliability Durability Perceived Quality Service after sale
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Dimension 1: Performance
Does the product or service do what it is supposed to do, within its defined tolerances? Performance is often a source of contention(conflict) between customers and suppliers, particularly when deliverables are not adequately defined within specifications. The performance of a product often influences profitability or reputation of the end-user. As such, many contracts or specifications include damages related to inadequate performance.
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Dimension 2: Features
Does the product or services possess all of the features specified, or required for its intended (future planned) purpose? While this dimension may seem obvious, performance specifications rarely define the features required in a product. Thus, its important that suppliers designing product or services from performance specifications are familiar with its intended uses, and maintain close relationships with the end-users.
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Dimension 3: Reliability
Will the product consistently perform within specifications? Reliability may be closely related to performance. For instance, a product specification may define parameters for up-time, or acceptable failure rates. Reliability is a major contributor to brand or company image, and is considered a fundamental dimension of quality by most endusers.
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Dimension 4: Conformance
Does the product or service conform to the specification? If its developed based on a performance specification, does it perform as specified? If its developed based on a design specification, does it possess all of the features defined?

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Dimension 5: Durability
How long will the product perform or last, and under what conditions? Durability is closely related to warranty. Requirements for product durability are often included within procurement contracts and specifications. For instance, fighter aircraft procured to operate from aircraft carriers include design criteria intended to improve their durability in the demanding naval environment.
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Dimension 6: Serviceability
Is the product relatively easy to maintain and repair? As end users become more focused on Total Cost of Ownership than simple procurement costs, serviceability (as well as reliability) is becoming an increasingly important dimension of quality and criteria for product selection.
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Dimension 7: Aesthetics
The way a product looks is important to end-users. The aesthetic properties of a product contribute to a companys or brands identity. Faults or defects in a product that diminish its aesthetic properties, even those that do not reduce or alter other dimensions of quality, are often cause for rejection.
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Dimension 8: Perception
Perception is reality. The product or service may possess adequate or even superior dimensions of quality, but still fall victim to negative customer or public perceptions. As an example, a high quality product may get the reputation for being low quality based on poor service by installation or field technicians. If the product is not installed or maintained properly, and fails as a result, the failure is often associated with the products quality rather than the quality of the service it receives.
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Dimensions of service Quality

1. Time & Timeliness customer waiting time, completed on time 2. Completeness customer gets all they asked for 3. Courtesy treatment by employees
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Dimensions of service Quality

4. Consistency same level of service for all customers 5. Accessibility & Convenience ease of obtaining service 6. Accuracy performed right every time 7. Responsiveness reactions to unusual situations --reaction time of the service.
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Two Aspects of Quality

Quality of design measures how closely the characteristics of products or services meet the needs and wants of customers. Conformance quality refers to the performance of a product or service according to design and product specifications.

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GRADE ?
Category or rank given to different quality requirements for products, processes, or systems having the same functional use ( ISO 9001:2000)

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Importance of Quality
Lower costs (less labor, rework, scrap) Motivated employees Market Share Reputation International competitiveness Revenues generation increased (ultimate goal)
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INSPECTION
It is the sorting / segregation of Non conforming items from the conforming items Means separation of Defective items from the right items

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QUALITY CONTROL
Quality control: The observation, technical techniques and activities that are used to fulfill requirements for quality. OR Quality Control (QC) is a system of routine technical activities, to measure and control the quality of the inventory as it is being developed.
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QUALITY CONTROL
The QC system is designed to:
(i) Provide routine and consistent checks to ensure data integrity, correctness, and completeness; (ii) Identify and address errors and omissions; (iii) Document and archive inventory material and record all QC activities.

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QUALITY ASSURANCE
is all systematic and planned actions which are necessary to provide adequate confidence that a product or service will satisfy the given requirement for quality.

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QUALITY MANAGEMENT
a systematic set of operating procedures which is company wide, documented, implemented and maintained while ensuring the growth of business in a consistent manner
is

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QM Vs QA
The Prime Focus of Quality Management Achieving results that satisfy the requirements for quality. Quality Assurance Demonstrating that the requirements for quality have been (and can be) achieved.

Motivated by stakeholders internal to the organization, especially the organizations management

Motivated by stakeholders, especially customers, external to the organization

Goal is to satisfy all stakeholders

Effective, efficient, and continually improving, overall quality-related performance is the intended result. Scope covers all activities that affect the total quality-related business results of the organization

Goal is to satisfy all customers.

Confidence in the organizations products is the intended result

Scope of demonstration coves activities that directly affect quality-related process and product results
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TOTAL QUALITY MANAGEMENT

THE

LATEST APPROACH The comprehensive approach towards quality management system It is the process of individual & organizational development the purpose of which is to increase the level of satisfaction of all the stakeholders

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HIERARCHIAL STRUCTURE

TOTAL QUALITY MANAGEMENT

QUALITY MANAGEMENT

QUALITY ASSURANCE
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HIERARCHIAL STRUCTURE
QUALITY
development)

ASSUR. (GMP+Original prod. design &

GOOD MFG. PRACTICE

QUALITY CONTROL
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HISTORICAL BACKGROUND
THE

OLDEST TERM
QUALITY

QUALITY

CONTROL

QUALITY

ASSURANCE (1970s) MANAGEMENT

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QUALITY

HISTORICAL BACKGROUND
TOTAL

QUALITY MANAGEMENT

CURRENTLY ENTERPRISES ARE RUSHING TO 1. SIX SIGMA 2. DEMING AWARD 3. MALCOLM BALDRIDGE NATIONAL QUALITY AWARD (MBNQA)
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Quality Statements
There

are three types of quality statements: 1. Vision statement 2. Mission statement 3. Quality policy statement
The utilization of these statements varies from organization to organization. Small organization may use only the quality policy statement
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Vision Statement
A vision statement is sometimes called a picture of your company in the future but its so much more than that. Your vision statement is your inspiration, the framework for all your strategic planning. A vision statement may apply to an entire company or to a single division of that company. Whether for all or part of an organization, the vision statement answers the question, Where do we want to go?
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Example
Institute

of Quality & Technology Management (IQTM) will be a dynamic contributor of the professionals to the local, regional, national, and international manufacturing and services organizations in the field of Industrial Engineering & Quality Management.

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Mission Statement

A mission statement concerns what an organization is all about. The statement answers the questions such as: who we are, who are our customers, what do we do and how do we do it. This statement is usually one paragraph or less in length, easy to understand, and describes the function of the organization. It provides clear statement of purpose for employees, customers, and suppliers.

Mission statements describe the overall purpose of an organization: what you do, who you do it for, and how and why you do
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Example

1.

2.

3.

The IQTM has 3 fold educational missions: The teaching mission is to provide high quality undergraduate and postgraduate courses in the field of Industrial Engineering and quality management. The research mission is to advance knowledge in the area of Industrial Engineering & Quality Management to strengthen and support manufacturing and service sectors The service mission is to participate in the faculty governance, in the broader community of the engineering profession, and in the mission of the university.

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Difference between a mission statement and a vision statement

a mission statement focuses on a companys present state while a vision statement focuses on a companys future.
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Quality Policy Statement

The

quality policy is a guide for everyone in the organization as to how they should provide products and services to the customers. It should be written by the CEO with feedback from the workforce and be approved by the quality council. A quality policy is a requirement of ISO 9000.

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QUALITY POLICY
It

is the mission statement of the organization which is consistent with other organizational policies, and is understood, implemented, and reviewed at all level of the organizations.

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Quality Policy Example

Institute of Quality and Technology Management, University of the Punjab is committed to provide efficient and cost effective education/training in Quality Management for Manufacturing and Service sectors. We are dedicated to provide trained professionals who shall be instrumental in our continuous quality improvement in manufacturing and services sectors of Pakistan. We shall achieve our aims by fulfilling our objectives, training of our faculty members and assuring a continual quality improvement in our working system.

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QUALITY OBJECTIVES
Quality

Objectives are measurable goals pertaining to quality, fitness for use, performance, safety, and dependability which is consistent with the quality policy and which reflect the satisfaction of customers requirements.

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QUALITY MANUAL
The

main document used to demonstrate or describe a documented quality system. A sign-post or map of a quality system.

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QUALITY PROCEDURES
Quality

Procedures are elements, requirements and descriptions of process adopted by an Organization for its quality system, which are documented in an orderly and understandable manner.

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QUALITY RECORDS
Quality

Records All evidence in any form (whether on paper, magnetic disks, software or other form of recordings) which demonstrate conformance to specified requirements, and the effective operation of the quality system.

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QUALITY COSTS
Quality

Costs All corrective, preventive, inspecting, and opportunities lost as a result of not meeting customer requirements.

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BIG Q Vs LITTLE q

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BIG Q Vs LITTLE q

Expression that contrasts the difference between striving for quality in all of the firm's products and processes (the big 'Q') and striving for quality in a limited or specific area (the little 'q').

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GLP -----Goods laboratory practices

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TQM Vs ISO SYSTEM (1)

ISO 9000 NOT NECESSARILY CUSTOMER FOCUSED TECHNICAL SYSTEM & PROCEDURES FOCUSED TQM DEFINITELY CUSTOMER FOCUSED PHILOSPHY, CONCEPTS, TOOLS &TECHNIQUES FOCUSED EMPLOYEE INVOLVEMENT NECESSARY

EMPLOYEE INVOLVEMENT NOT NECESSARY

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TQM Vs ISO SYSTEM (2)

ISO 9000 LESS OR NO FOCUS ON CQI (Continuous Quality Improvement) CAN BE DEPATMENTALLY FOCUSED QUALITY DEPARTMENT RESPONSIBLE FOR QUALITY TQM CQI &TQM ARE SYNONYM ORGANIZATION WIDE

EVERYONE RESPONSIBLE FOR QUALITY

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