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Quality Management 1

Quality management involves defining quality as meeting customer requirements and being free from defects. There are multiple dimensions of quality for both products and services. Cost of quality includes costs associated with poor quality as well as costs of ensuring quality such as prevention and appraisal. Several quality gurus made important contributions, including Deming's PDCA cycle and Ishikawa's seven quality tools. Quality circles involve voluntary employee groups that meet regularly to improve quality through identifying issues, investigating causes, and recommending solutions.

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41 views

Quality Management 1

Quality management involves defining quality as meeting customer requirements and being free from defects. There are multiple dimensions of quality for both products and services. Cost of quality includes costs associated with poor quality as well as costs of ensuring quality such as prevention and appraisal. Several quality gurus made important contributions, including Deming's PDCA cycle and Ishikawa's seven quality tools. Quality circles involve voluntary employee groups that meet regularly to improve quality through identifying issues, investigating causes, and recommending solutions.

Uploaded by

kushi
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Quality Management

Quality defined
• The word quality is often used indiscriminately for many different
meanings. Quality can be defined as
• “fitness for use,”
• “customer satisfaction,”
• “doing things right the first time,”
• “zero defects.”
• As per Philip B. Crosby: "Conformance to requirements."
Quality defined
• In manufacturing, a measure of excellence or a state of being free
from defects, deficiencies and significant variations
• ISO 9000:2000 (earlier ISO 8402-1994): Degree to which a set of
inherent characteristic fulfills requirements (3.1.1)
• Characteristic – distinguishing feature, i.e. physical, or functional etc (3.5.1)
• Requirement –need or expectation that is stated or implied or obligatory,
i.e. custom or common practice for you! (3.1.2)

• In quality management, a nonconformity (also known as a defect)


is a deviation from a specification, a standard, or an expectation
Quality Dimensions in Product
1. Performance: Basic operating characteristics
2. Features : “Extra” items added to basic features
3. Reliability: Probability product will operate over time
4. Conformance: Meeting pre-established standards
5. Durability: Life span before replacement
6. Serviceability: Ease of getting repairs, speed & competence of
repairs
7. Aesthetics: Look, feel, sound, smell or taste
8. Safety: Freedom from injury or harm
Dimensions of Quality in Service
1. Time & Timeliness: completed on time
2. Completeness: Customer gets all they asked for
3. Courtesy: Treatment by employees
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
Cost of Quality (COQ)
• Cost of poor quality (COPQ): The costs associated with
providing poor quality products or services. There are four
categories:
• internal failure costs
• external failure costs ,
• appraisal costs
• prevention costs.
Quality Gurus and their contribution
• Joseph Juran: Juran published the first edition of Quality Control
Handbook in 1951. Gave Juran Triology
• Philip Crosby: Gave concept of ‘Zero defect’. Gave concept of ‘Do it
right for First time and do it right every time’. Published book
‘Quality Is Free’. Also gave concept of ‘Four absolutes of Quality’
• W. Edward Deming: Gave Fourteen Principles. Also gave concept of
Deming cycle also known as PDCA cycle
• Genichi Taguchi: gave Taguchi philosophy for quality.
• Kaoru Ishikawa: Gave Ishikawa diagram, 7-tools of quality and
concept of Quality circle
Quality circle
• It is a work group of employees who meet regularly to discuss
their quality problems, investigate causes, recommend solutions,
and take corrective actions. Generally, QC is a small group of
employees belonging to the similar work area.
• The size of the QC should not be too big so as to prevent some
members from participating meaningfully in its meetings.
Generally, six to eight members are considered the ideal size of
the QC.
Features of Quality Circle
Main features of QC
• Voluntary Groups: QC is a voluntary group of employees generally coming
from the same work area. There is no pressure from anywhere on employees
to join QC.
• Small Size: The size of the QC is generally small consisting of six to eight
members.
• Regular Meeting: QC meetings are held once a week for about an hour on
regular basis. The members meet during working hours usually at the end of
the working day in consultation with the manager.
• Independent Agenda: Each QC has its own agenda with its own terms of
reference.
• Quality Focused: It focuses exclusively on quality issues. This is because the
ultimate purpose of QC is improvement in quality of product and working life.
Objectives of Quality Circle
• Improvement in quality of product manufactured by the
organisation.
• Improvement in methods of production.
• Promoting morale of employees.
• Create a happy work place worthwhile to work.
• To promote workers participation
Benefits of Quality Circle
• Improvement in productivity and quality
• Involvement of workers
• Improvement in inter personal relation
• Improvement of employee morale
• Image of company will be enhanced
7 QC Tools
• A fixed set of graphical techniques identified as being
most helpful in solving issues related to quality
• Seven tools are:
• Cause-and-effect diagram (also known as the "fishbone" or
Ishikawa diagram)
• Check sheet
• Control chart
• Histogram
• Pareto chart
• Scatter diagram
• Stratification
Cause-and-effect diagram
• Cause-and-effect diagram (also called Ishikawa or
fishbone chart): Identifies many possible causes for an
effect or problem and sorts ideas into useful categories.
Check sheet
• Check sheet: A structured, prepared form for
collecting and analyzing data; a generic tool that can
be adapted for a wide variety of purposes.
Control charts,
• Control charts, also known as Shewhart charts are
tools used to determine if a manufacturing or
business process is in a state of statistical control
Histogram
• Histogram: The most commonly used graph for
showing frequency distributions
Pareto Chart
• A Pareto chart is a bar graph. The lengths of the bars
represent frequency or cost (time or money), and are
arranged with longest bars on the left and the
shortest to the right. In this way the chart visually
depicts which situations are more significant.
Scatter Diagram
• The scatter diagram graphs pairs of numerical data,
with one variable on each axis, to look for a
relationship between them. If the variables are
correlated, the points will fall along a line or curve
Stratification
• Stratification: A technique that separates data
gathered from a variety of sources so that patterns
can be seen

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