What Is Quality?

What Is Quality?

Conformance to requirements specified

by Customers
What Is Quality?

An essential requirement of products is that

they meet the needs of those members of
society who will actually use them. This
concept of fitness for use is universalThe
popular term for fitness for use is quality, and
our basic definition becomes quality means
fitness for use.
- J. M. Juran
What Is Quality?

ISO Definition of Quality

Quality is the totality of features and characteristics of a

product or service that bear on its ability to satisfy stated
or implied needs
Tenets of Quality
Quality is directed at customer satisfaction
Quality applies to every product & service
Quality is a profitable investment
Quality is everybodys job
Quality equates to good business practice
Quality is achieved through process
improvement
Quality improvement is forever
Quality must be a fundamental long-term goal
EVOLUTION OF QUALITY
CONCEPTS
Evaluates whether product is as
Fitness to standards per norms

Assure satisfaction of market

Fitness to use needs

Achieving customers
Fitness to cost requirements at low cost. To
achieve cost reduction
maintaining high quality

Anticipating customer needs

Fitness to latent needs before customers even talk about
QUALITY MANAGEMENT SYSTEM
A Quality system Suitable
must be SEDA
Effective
Documented
Auditable

The basis of Plan

Quality system DO
Check
Act
Record
QMS as described in ISO 9000
The organisation shall:
1. Identify the processes needed for QMS and their
application throughout the organisation
2. Determine the sequence and interaction of these
processes
3. Determine criteria and methods needed to ensure
that both the operation and control on these
processes are effective
4. Ensure the availability of resources and information,
necessary to support the operation and monitoring of
these processes
5. Monitor, measure and analyze these processes
6. Implement actions needed to achieve planned results
and continual improvement of these processes
QUALITY MANAGEMENT PRINCIPLES
Eight QMS Principles have been identified to be
used by top management to lead the organisation
towards improved performance
1. Customer focus
2. Leadership
3. Involvement of people
4. Process Approach
5. System Approach
6. Continual improvement
7. Factual approach to decisions
8. Mutually beneficial supplier relationships
QUALITY MANAGEMENT PRINCIPLES

Customer focus:Organisation depend on

their customers and therefore should
understand current and future needs,
should meet customer requirements and
strive to exceed customer expectations
 QUALITY MANAGEMENT PRINCIPLES

Leadership: Leaders establish unity of purpose

and direction of the organisation.They should
create and maintain internal environment in
which people can become fully involved in
achieving the organisational goals.
Involvement of people: People are the
essence of the organisation and their full
involvement enable their abilities to be used
for the organisations benefit.
 QUALITY MANAGEMENT PRINCIPLES

Process approach: A desired result is achieved

more efficiently when activities and related
resources are managed as a process.
System approach: Identifying, understanding
and managing interrelated processes as a
system contributes to the effectiveness of
organisation and efficiency in achieving its
objectives
 QUALITY MANAGEMENT PRINCIPLES

Continual improvement: Continual improvement

of the organisations overall performance should
be permanent objective of the organisation.
Factual approach to decision: Effective decisions
are based on the analysis of data and
information.
Mutually beneficial supplier relationships: An
organisation and its suppliers are interdependent
and a mutually beneficial relationship enhances
the ability of both to create value.
How to make Quality Happen?

By using three
QUALITY PLANNING
Managerial processes
known as
JURAN TRIOLOGY
QUALITY CONTROL

QUALITY
IMPROVEMENT
ELEMENTS OF QUALITY PLANNING
ESTABLISH QUALITY GOALS

IDENTIFY CUSTOMERS

DETERMINE THE NEEDS OF CUSTOMERS

DEVELOP/DESIGN PRODUCTS

DEVELOP PROCESS

ESTABLISH PROCESS CONTROL AND

TRANSFER THE PLANS TO OPERATIONS
ELEMENTS OF QUALITY CONTROL

EVALUATE ACTUAL PERFORMANCE

COMPARE ACTUAL QUALITY WITH STANDARDS

ACT ON THE DIFFERENCE

ELEMENTS OF QUALITY IMPROVEMENT

PROVIDE THE NEED

ESTABLISH THE INFRASTRUCTURE

IDENTIFY THE IMPROVEMENT PROJECT

ESTABLISH THE PROJECT TEAM

PROVIDE RESOURCES

ESTABLISH CONTROL TO HOLD GAINS

 QMS
Power Division
QUALITY FOR POWER DIVISION
Meet guaranteed Plant Performance
commitments in all Projects
Delivery in time
Good experience for customer
Good features for O & M
Excellent Service after handing over
Cost within budget
PERFORMANCE

Delivering guaranteed parameters:

o Engineering
Proposal
Detail
o Design Review
o Vendor Selection
o Product Inspection & Testing
o Correct installation
ON TIME DELIVERY
o Project progress Review
o Project Planning including
resources
o Quality of engineering
o Vendor Selection / Development
o Product Inspection & Testing
o Timely supplies to site
o Quality of work at site
GOOD EXPERIENCE FOR CUSTOMER
Customer Delighted dealing with
Thermax
o Customer Liaison
From HO
At Site
o Planning & Review
o Good site work
o Smooth installation & commissioning
o Regard for Safety in working
GOOD FEATURES FOR O & M
Plant features to facilitate ease in O & M
o Good layout
o Ease of operation
o Built in safety
o Convenience in getting service for
equipment
o Good aesthetics
o Trouble free operation
QUALITY PLANNING
Planning to ensure the objectives are met, includes
" Understanding customer requirements at pre-order and
post order stages
-To avoid conflicts at later stage
" Continually Developing the Quality Management System
-That define the method to meet the objectives (Apex
Manual,Deptt. Process Manual, Work Instructions, Formats)
" Vendor Assessment-Development-Evaluation
-Ensuring & enhancing the vendor capabilities to meet the
objectives
" Preparation of QAP
-Based on past experience for standard supply items
" Installation of QMS at sites
-Through regular visits to site and getting feedback
 QUALITY CONTROL
Monitoring the quality of product to meet the
specified parameters
" QC during Engineering
o Review of drawings and documents w.r.t. contractual
commitments / envisaged needs
" QC at vendor works
o Approval of vendor QAP in line with customer inspection plan and
standard
o Stage wise inspection in line with approved QAP as per approved
drawings & purchase specifications
o Testing of equipment to the extent possible
" QC at Site
o Inspection and testing as per Site QAP by contractor and site
engineers
o Maintaining records in specified formats
QUALITY ASSURANCE FUNCTION
1. Quality planning
2. Support development and qualification
of processes
3. Analysis of data for CA,PA
4. Proactive auditing
5. Process review
6. Vendor assessment and approval
CONTINUAL IMPROVEMENT
Continuously sharpening the saw to meet
increasing demands of market. Basis are
" Customer Feedback
" SAR Data
" Project Learning
" Observations made during inspection
" Site visit/ audit findings & feedback