GROUP MEMBER

 Muhammad Bilal Ali (15-ME-49)

 Muhammad Abbas Akram (15-ME-50)
 Naveed Iqbal (15-ME-51)
 Leeman Hussain (15-ME-54)

Swedish college of engineering and technology

Rahim yar khan
 CON TENT

 What is Quality
 Quality Methodology
 Quality Management System
 ISO
 Quality Improvement Tools
 References
 Resource
Swedish college of engineering and technology
Rahim yar khan
 WHAT İS QUALİTY?

 The totality of features and characteristics of a product or

service that bears on its ability to satisfy stated or implied
needs” ISO :8402
“The first job we have is to turn out quality that consumers will
buy and keep on buying. If we produce it efficiently and
economically, we will earn a profit.”
- William Cooper Procter

Swedish college of engineering and technology

Rahim yar khan
 QUALITY IN DIFFERENT AREAS OF
SOCIETY
Area Examples
Airlines On-time, comfortable, low-cost service
Health Care Correct diagnosis, minimum wait time, lower cost, security
Food Services Good product, fast delivery, good environment
Postal Services fast delivery, correct delivery, cost containment
Academia Proper preparation for future, on-time knowledge delivery
Consumer Products Properly made, defect-free, cost effective
Insurance Payoff on time, reasonable cost
Military Rapid deployment, decreased wages, no graft
Automotive Defect-free
Communications Clearer, faster, cheaper service
Swedish college of engineering and technology
Rahim yar khan
 QUALİTY METHODOLOGY

 Quality in service industries, government, health care, and

education
 Current and future challenge: keep progress in quality
management alive
 To sum up: A gradual transition

Quality
control
Swedish college of engineering and technology
Rahim yar khan
 MANAGEMENT SYSTEM

 Large organizations, or ones with complicated processes,

could not function well without management systems.
 Companies in such fields as fertilizers, aerospace,
automobiles, defense, or health care devices have been
operating management systems for years.
 The ISO 9001 and ISO 14001 management system
standards now make these successful practices available
for all organizations.

Swedish college of engineering and technology

Rahim yar khan
 QUALİTY MANAGEMENT

Quality
Quality Management Management
System:
Management system
to direct and control an Quality Quality Quality
Planning Assurance Control
organization with regard
to quality – ISO 9000:2000
Criteria Prevention Inspection
driven driven driven

Swedish college of engineering and technology

Rahim yar khan
 QUALİTY MANAGEMENT

ISO 9001 gives the requirements for what the organization

must do to manage processes affecting quality of its products
and services.
ISO 14001 gives the requirements for what the organization
must do to manage processes affecting the impact of its
activities on the environment.

Swedish college of engineering and technology

Rahim yar khan
 QUALITY MANAGEMENT
SYSTEM

Swedish college of engineering and technology

Rahim yar khan
 WHAT IS QUALITY MANAGEMENT SYSTEM?

Collection Of Policies, Procedures, Plans, Resources,

Processes, Practices, And The
Specification Of Responsibilities
Service Quality Levels
Customer Satisfaction
Company Objectives

Swedish college of engineering and technology

Rahim yar khan
 QUALITY MANAGEMENT SYSTEM
Continual Improvement of the quality
management system

R O
S
E f
A
Q Management C T
U C Responsibility U I
I U S S
R S T
Measurement, F
E T Resource O
Management
Analysis & A
M O M
Improvement C
E M E T
N E
T R Input Product Output R I
S O
S S Realization Product
N
Value-adding activities
Information flow
 DOCUMENTATION:

 Quality Policy – describes the organizations approach to

quality
 Quality Manual – Addresses each principle of the ISO
9000 Standard
 Origin Of ISO 9000 Standards

Swedish college of engineering and technology

Rahim yar khan
 DOCUMENTATION –
PRINCIPLES OF THE ISO 9000 STANDARD:
 Customer Focus – understand needs, meet requirements,
exceed expectations
 Leadership – unity of purpose, organizational direction,
empowerment, achieve objectives
 Involvement of People – fully involved employees, to benefit
the organization
 Process Approach – accomplishments by processes,
resources must be managed

Swedish college of engineering and technology

Rahim yar khan
 DOCUMENTATION – CONT. :

Quality Objectives
 Goals related to quality – must be in sync with the Quality
Policy
 Assigned to organizational functions
 Tracked by Top Management
Quality Procedures
 Step by step what the company does to meet policy
 A procedure for each ISO principle
 Processes for procedures that affect quality
Swedish college of engineering and technology
Rahim yar khan
 ISO 9000 – INTERNATIONAL
STANDARD
 Definition:
 A family of standards and guidelines, that sets the requirements, for
the assurance of quality and management’s involvement in an
organization. To ensure products and services are consistent with
their intended purpose.
 Achieve customer satisfaction
 Continual improvement of performance and competitiveness
 Continual improvement of processes, products and services
 Comply with regulatory requirements
Swedish college of engineering and technology
Rahim yar khan
 ISO 9000 – INTERNATIONAL
STANDARD:
 How ISO 9000 is applied
 Not required by government, up to management to follow
 May require suppliers to be compliant to standards
○ Apply QMS to the operation
○ Continually assess the effectiveness
○ Make changes for improvement
○ Conduct audits
○ Submit to third party audits
○ Submit to a new registration every 3 years

Swedish college of engineering and technology

Rahim yar khan
 THE ISO SURVEY

Swedish college of engineering and technology

Rahim yar khan
 ISO 9000 – INTERNATIONAL STANDARD:

Registration statistics
 December 2007 -- 100,000,00 certificates were held in
179 countries
○ China 210,773
○ Italy 115,339
○ Japan 73,176
○ United States 36,192
 China becoming a industrial Superpower building quality
recognition
 Service sector now evaluated for suitability,
effectiveness, performance and quality
Swedish college of engineering and technology
Rahim yar khan
 ORIGIN OF ISO 9000:
 ISO the world wide federation developed to harmonize
national and international standards
 Developed by American National Standards Institute (ANSI)
and American Society for Quality (ASQ) in 1987 after 35 years

Swedish college of engineering and technology

Rahim yar khan
 QUALITY IMPROVEMENT TOOLS

Brainstorming Cause & Effect

Nominal Group Flow Diagram

Technique

Swedish college of engineering and technology

Rahim yar khan
 BRAINSTORMING
 Everyone participates
 Go round robin and only one person speaks
at a time
 No discussion of ideas
 There is no such thing as a dumb idea
 Pass when necessary
 Use “BIG” yellow sticky notes and write
only 1 idea per sticky note
 One person assigned as scribe
 For a complicated issue, the session could
last 30-45 minutes…or longer!
Swedish college of engineering and technology
Rahim yar khan
 FLOW DIAGRAMS

Why is flow diagramming helpful?

 Build a common understanding of a
whole process
 Develop process thinking
 Improve a process
 Standardize a process

Swedish college of engineering and technology

Rahim yar khan
 BUILDING A CAUSE & EFFECT DIAGRAM

Materials Policies
Lack of office Minimal
space Location
benefits
Restrictive budget No policy on staff
screening Turnover in
“Back-biting”
staff
Escorting clients to environment Lack of
appointments and supervision
having to wait
Paperwork Burnout
overwhelming Inadequate
training
Procedures People
Swedish college of engineering and technology
Rahim yar khan
 TO SUMMARIZE….

 Brainstorming
 Nominal Group Technique
 Flow Diagram
 Cause & Effect Diagram

Swedish college of engineering and technology

Rahim yar khan
 CONTROL CHART
-ILLUSTRATION OF CONSTRUCTION

Central line
X-chart Copper
Action limit
1.3 Warning limit
1.2

1.1

1.0

0.9

0.8
0 10 20 30 40 50 60 70 80 90 100

Swedish college of engineering and technology

Control value
Rahim yar khan
 REFERENCES

 Engineering metrology by R.K.Jain

 Quality Management for Organizational Excellence – Introduction to Total
Quality – Groetsch and Davis
 Origin Of ISO 9000 Standards -
http://www.youtube.com/watch?v=igMS5uuX4rI

 ISO 9000 Certification Dance -

http://www.youtube.com/watch?v=Ipq82fL1xyQ

Swedish college of engineering and technology

Rahim yar khan
 REFERENCES

 ISO 9000/ISO 14000 section on ISO Web site:

www.iso.org
 ISO Management System magazine
www.iso.org/ims
 IMS Alerts free electronic newsletter
www.iso.org/imsalerts

Swedish college of engineering and technology

Rahim yar khan
 RESOURCE

Swedish college of engineering and technology

Rahim yar khan