INTRODUCTION TO ENGINEERING

Unit 6 - Quality Assurance

GENERAL OUTCOME

6.1 - Total Quality Management (TQM)

6.2 - Writings of Deming and Crosby
6.3 - Engineering Design for Quality and Safety
6.1 - TOTAL QUALITY MANAGEMENT
(TQM)
WHAT IS TOTAL QUALITY MANAGEMENT (TQM)?

• A core definition of total quality management (TQM)

describes a management approach to long–term
success through customer satisfaction.
• In a TQM effort, all members of an organization
participate in improving processes, products,
services, and the culture in which they work.
• Total quality management can be summarized as a
management system for a customer-focused
organization that involves all employees in continual
improvement.
• It uses strategy, data, and effective communications
to integrate the quality discipline into the culture and
activities of the organization.
• Many of these concepts are present in modern
Quality Management Systems, the successor to
TQM.s, products, services, and the culture in which
they work.
CULTURE IN JAPAN
WHAT IS A QUALITY MANAGEMENT SYSTEM (QMS)?
• A quality management system (QMS) is a formalized system that documents
processes, procedures, and responsibilities for achieving quality policies and
objectives. A QMS helps coordinate and direct an organization’s activities to
meet customer and regulatory requirements and improve its effectiveness and
efficiency on a continuous basis.
• ISO 9001:2015, the international standard specifying requirements for quality
management systems, is the most prominent approach to quality management
systems.
• While some use the term QMS to describe the ISO 9001 standard or the group
of documents detailing the QMS, it actually refers to the entirety of the system.
The documents only serve to describe the system.

Source: ASQ
PRINCIPLES OF TOTAL QUALITY MANAGEMENT:
1. Customer-focused
The customer ultimately determines the level of quality. No matter what an
organization does to foster quality improvement—training employees, integrating
quality into the design process, upgrading computers or software, or buying new
measuring tools—the customer determines whether the efforts were worthwhile.
2. Total employee involvement
All employees participate in working toward common goals. Total employee
commitment can only be obtained after fear has been driven from the workplace,
when empowerment has occurred, and management has provided the proper
environment. High-performance work systems integrate continuous improvement
efforts with normal business operations. Self-managed work teams are one form
of empowerment.
Source: ASQ
PRINCIPLES OF TOTAL QUALITY MANAGEMENT:
3. Process-centered
A fundamental part of TQM is a focus on process thinking. A process is a series
of steps that take inputs from suppliers (internal or external) and transforms them
into outputs that are delivered to customers (again, either internal or external).
The steps required to carry out the process are defined, and performance
measures are continuously monitored in order to detect unexpected variation.

Source: ASQ
PRINCIPLES OF TOTAL QUALITY MANAGEMENT:
4. Integrated system
Although an organization may consist of many different functional specialties
often organized into vertically structured departments, it is the horizontal
processes interconnecting these functions that are the focus of TQM.

Micro-processes add up to larger processes, and all processes aggregate into the business processes
required for defining and implementing strategy. Everyone must understand the vision, mission, and
guiding principles as well as the quality policies, objectives, and critical processes of the organization.
Business performance must be monitored and communicated continuously.
An integrated business system may be modeled after the Baldrige National Quality Program criteria
and/or incorporate the ISO 9000 standards. Every organization has a unique work culture, and it is
virtually impossible to achieve excellence in its products and services unless a good quality culture has
been fostered. Thus, an integrated system connects business improvement elements in an attempt to
continually improve and exceed the expectations of customers, employees, and other stakeholders.

Source: ASQ
PRINCIPLES OF TOTAL QUALITY MANAGEMENT:
5. Strategic and systematic approach
A critical part of the management of quality is the strategic and systematic
approach to achieving an organization’s vision, mission, and goals. This process,
called strategic planning or strategic management, includes the formulation of a
strategic plan that integrates quality as a core component.
6. Continual improvement
A major thrust of TQM is continual process improvement. Continual improvement
drives an organization to be both analytical and creative in finding ways to
become more competitive and more effective at meeting stakeholder
expectations.

Source: ASQ
PRINCIPLES OF TOTAL QUALITY MANAGEMENT:
7. Fact-based decision making
In order to know how well an organization is performing, data on performance
measures are necessary. TQM requires that an organization continually collect
and analyze data in order to improve decision making accuracy, achieve
consensus, and allow prediction based on past history.
8. Communications
During times of organizational change, as well as part of day-to-day operation,
effective communications plays a large part in maintaining morale and in
motivating employees at all levels. Communications involve strategies, method,
and timeliness.

Source: ASQ
PRINCIPLES OF TOTAL QUALITY MANAGEMENT:
These elements are considered so essential to TQM that many organizations
define them, in some format, as a set of core values and principles on which the
organization is to operate. The methods for implementing this approach come
from the teachings of such quality leaders as Philip B. Crosby,
W. Edwards Deming, Armand V. Feigenbaum, Kaoru Ishikawa, and
Joseph M. Juran.

Source: ASQ
ASSIGNMENT 8
Group Presentation:
1. Check out Implementing Total Quality Management to learn how
each of these essential Primary Elements come together to form
the foundation of a successful TQM implementation.
http://asq.org/learn-about-quality/total-quality-management/overview/tqm-gets-results.html

2. What is ISO 9001? https://www.iso.org/iso-9001-quality-management.html

3. What is Baldrige National Quality Program? https://www.nist.gov/baldrige

4. Research on the following scholars’ life and accomplishments:

Philip B. Crosby, W. Edwards Deming, Armand V.
Feigenbaum, Kaoru Ishikawa, and Joseph M. Juran
6.2 - WRITINGS OF DEMING AND
CROSBY
Answer the following questions:
1. What did Mr. Jobs learn from Dr. Juran?
2. List and explain three point Mr. Jobs made in the interview that
would be relevant to an engineering project?
3. Was quality important for Mr. Jobs? Why? Explain in detail.
4. According to Mr. Jobs, what is the most important characteristic of
a person?

https://www.youtube.com/watch?v=XbkMcvnNq3g&feature=youtu.be
6.3 - ENGINEERING DESIGN FOR
QUALITY AND SAFETY
ENGINEERING DESIGN FOR QUALITY AND SAFETY
• Human Factors engineering is the discipline that attempts to identify and
address quality and safety issues.
• HF is a generalist term used to describe a number of disciplines that study how
users appreciate and interact with products. This may include product design
and branding, product psychology, user-interface design, and education
factoring.
• Human factors draws on experts from many different disciplines to paint a
clearer picture of how a human will interact with a product. Of particular use in
human factors are engineers, designers, psychologists, and computer
programmers. In some situations, other experts may be needed, depending on
the specific product -- educational products may need the insights of an
education professional, while a speech program may use a linguist to
determine how people are most likely to interact with the software.
https://www.youtube.com/watch?v=syFev-ojRnQ
ASSIGNMENT 9
Group Presentation:
1. What is Ergonomics?
2. What’s the importance of Human Factors?
3. Research and present some practical case studies about
Ergonomics.