Professional Documents
Culture Documents
Market Share
Price
Quality
Costs
Productivity
Profits
Stay in business
Definition of Quality
Definitions
Product
A product is the output of any process
Goods : Goods are physical things such as cellphone, etc
Service: Service is work performed for someone else.
Banking , Insurance
Product Features
A product feature is a property that is possessed by a
product and that is intended to meet certain customers
needs and there by
Customer
A customer who receives or affected by the product or
service
Dimensions of Quality
Customer evaluate the quality of product or service
Dimensions of product
Dimensions of Service
Characteristics of TQM
TQM is a management philosophy to guide a process of
change
TQM is a customer oriented management system
TQM starts at the top , it requires leadership, and continuous
involvement
TQM calls for planning
TQM is about achieving results by products based approach
TQM emphasizes the importance of measurements
Elements of TQM
B.
1.
2.
3.
Approach
Continuous process improvement
Innovation
Management by fact
C. Performance Measures
4. Quality costs
5. Quality awards
Pillars of TQM
Principles of TQM
Customers requirements must be met the first time every time
There must be agreed requirements for both internal and external
customers
Everybody must be involved from all levers and across all functions
Identifying training needs and relating them with individual
capabilities and requirement is must
Top Managements Participation and commitment is must
A culture of continuous improvement must be established
Emphasis should be placed on purchasing and supplier management
Every job must add value
Quality improvement must eliminate waste and reduce costs
Benefits of TQM
Tangible Benefits
In tangible Benefits
Improved employee
Improved Productivity
participation
Increased profitability
Walter A Shewhart
Shewaharts Contributions
Statistical Control Charts : Idea of reducing variability in Manufacturing
process and Products
PDSA Cycle
W Edwards Deming
Deming s 14 Points
1. Create constancy of purpose toward improvement of product and
service
2. Adopt the new philosophy
3. Cease dependence on inspection to achieve quality
4. End the practice of awarding business on the basis of price tag
5. Improve constantly and forever the system of production and service
6. Institute training
7. Institute leadership
8. Break down barriers between departments
9. Eliminate slogans, exhortations and targets for the work force
DO
Check
Act
Do it
CHECK That it works
ACT to correct problems or improve
performance
1.
2.
3.
4.
5.
6.
7.
Juran s Contributions
Juran s Contribution can be studied
1. Internal customer
1. Three role Model
1.
2.
3.
Supplier
Process
Customer
2. Cost of quality
1. Failure Costs Scrap, rework,
2. Appraisal Costs
3. Prevention Costs
1. Quality trilogy
1. Quality Planning
1.
2.
3.
4.
5.
6.
2. Quality Control
1.
2.
3.
4.
5.
6.
1. Quality Improvement
1.
2.
3.
4.
5.
6.
7.
Philip Crosby
Crosby contributions
1. Four absolutes of quality
2. Fourteen steps to quality management
3. Crosbys quality vaccine
never ends
1. Quality is the customer perception of what quality is, not what a company
thinks it is
2. Quality and cost are the same, not different
3. Quality is an individual and team commitment
4. Quality and innovation are interrelated and mutually beneficial
5. Managing quality is managing the business
6. Quality is a principal
7. Quality is not a temporary or quick fix but a continuous process improvement
8. Productivity gained by cost effective demonstrably beneficial quality
investment
9. Implement quality by encompassing supplier and customer in the system
Taguchis Contributions
1. Quality loss function
2. Product development stages
Quality loss functions
The loss imparted to society from the time the product is shipped.