PROJECT REPORT ON QUALITY MANAGEMENT

SUBMITTED BY: RAHUL RAJPUT PG20101216 SUBMITTED TO: BHAWNA AGARWAL

Executive Summary
Successful businesses inevitably place great emphasis on managing quality control - carefully planned steps taken to ensure that the products and services offered to their customers are consistent and reliable and truly meet their customers' needs. Multinational corporations have entire departments of highly trained specialists to design and implement their quality assurance programs. For a custom counter top fabricator, as for other small businesses that make unique, handcrafted products, quality control is also essential. Such companies cannot rely on a staff of trained experts or the standardization inherent in mass production to take care of quality control. One or a handful of managers must handle it themselves, along with every other management function. That is part of being a small business person. It is all too often true, though, that fabricators fail to institute their own carefully planned quality control procedures. Quality management is crucial to the success of a business. It takes place throughout an organization in several different areas. Teams are often formed for the purpose of implementing programs. These programs cover the organization as a whole and encompass every aspect of the business. For example, managers must implement these processes in order to make sure their employees are performing up to the highest of standards. In order to make this happen, various tools must be put into place that will aid employees in completing various business tasks. These tools will then allow them to do this to the best of their abilities. Products and services are also important parts of quality management. No matter what a particular organization sells, quality is a necessary part of it. Customers expect good products and services and want to know that their hard earned money is going toward something that will not only benefit them now, but will also last for a long time. High quality means success. Happy customers will be returning ones and that is what every organization strives for at the end of the day. Quality management is a process that must receive constant attention in order to be successful. That is why there are employees devoted to controlling, maintaining, and improving quality on an ongoing basis.

QUALITY MANAGEMENT
The term quality management has a specific meaning within many business sectors. This specific definition, which does not aim to assure 'good quality' by the more general definition, but rather to ensure that an organization or product is consistent, can be considered to have four main components: quality planning, quality control, quality assurance and quality improvement. Quality management is focused not only on product/service quality, but also the means to achieve it. Quality management therefore uses quality assurance and control of processes as well as products to achieve more consistent quality. The term quality management plan literally means exactly what the words suggest. It is a type of plan that is related to a company's mission to ensure that it delivers quality products and services that will keep their customers satisfied. Having and implementing such a plan is good for business, because only customers who are satisfied with what you offer will be happy to do business with you, and therefore, keep coming back. Quality management is the process of controlling, ensuring, and improving quality; both in business operations and productivity. If customers are satisfied, chances are they feel they are receiving high-quality products that are constantly improved upon in order to keep up with the ever-changing times. In order to ensure that you only continue to produce and release fantastic products at a great value, you need to have an organized and through quality management plan. The first thing to do to create an efficient system is to identify the right objectives. The right objectives should properly reflect the needs of your customers. You can use client feedback as your source for identifying these needs. After knowing what your customers need, it is easy to identify what your quality system should accomplish. Next, you need to define the various employee roles and responsibilities. After defining roles and responsibilities, it is important to design a structure for coordination.

The final step is setting up the schedule definition and plan task. A quality management or assurance plan goes further than just ensuring that customers are satisfied. It can also help a company to quickly and easily achieve ISO certification. ISO certification is optional for many companies but it does come with some benefits. Certified companies are ranked better in the eyes of consumers and business partners. There is no doubt that a company only stands to benefit by having a good quality management assurance plan in place; create yours today!

INTERNATIONAL ORGANISATION FOR STANDARDIZATION

ISO 9000 Family The International Organization For standardization (ISO) created the quality management standards in 1987. They were the ISO 9000:1987 series of standards which were applicable in different types of industries, based on the type of activity or process: designing, production or service delivery. The standards are reviewed every few years by the International Organization for Standardization. The last major revision was in the year 2008. The ISO 9002 and 9003 standards were integrated into one single certifiable standard: ISO 9001:2008. The ISO 9000 family of standards represents an international consensus on good quality management practices. It consists of standards and guidelines relating to quality management systems and related supporting standards. The vast majority of ISO Standards are highly specific to a particular product, material, or process. However, ISO 9001 (Quality) is a Generic Management System Standard which means that the same standard can be applied to any organization, large or small, whatever its product or service, in any sector of activity, and whether it is a business enterprise, a public administration, or a government department. ISO 9001 contains a

generic set of requirements for implementing a quality management system. ISO 9000 Family addresses Quality Mangement which means what the organization does to fulfil: The customers quality requirements, and Applicable regulatory requirements, while amiming to Enhance customer satisfaction, and Achieve continual improvement of its performance in pursuit of these objectives

The ISO 9001:2008 standard provides a tried and tested framework for taking a systematic approach to managing the organizations processes so that they consistently turn out product that satisfies customers expectations.

1. The standard requires the organization itself to audit its ISO 9001:2008-based quality system to
verify that it is managing its processes effectively - or, to put it another way, to check that it is fully in control of its activities.

2. In addition, the organization may invite its clients to audit the quality system in order to give them
confidence that the organization is capable of delivering products or services that will meet their requirements.

3. Lastly, the organization may engage the services of an independent quality system certification body
to obtain an ISO 9001:2008 certificate of conformity. This last option has proved extremely popular in the market-place because of the perceived credibility of an independent assessment. The organization may thus avoid multiple audits by its clients, or reduce the frequency or duration of client audits. The certificate can also serve as a business reference between the organization and potential clients, especially when supplier and client are new to each other, or far removed geographically, as in an export context. QUALITY MANAGEMENT PRINCIPLES Quality management adopts a number of management principles that can be used by top management to guide their organizations towards improved performance. The principles include: Customer focus Organizations depend on their customers, therefore they should understand current and future customer needs, should meet customer requirements and strive to exceed customer expectations. Leadership Leaders establish unity of purpose and direction of the oganisation. They should create and maintain the internal environment, in which people can become fully involved in achieving the organization's objective.

Involvement of people People at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organisations benefit. Process approach A desired result is achieved more efficiently when activities and related resources are managed as process. System approach to management

An organization's effectiveness and efficiency in achieving its quality objectives are contributed by identifying, understanding and managing all interrelated processes as a system. Continual improvement Continual improvement of the organizations overall performance should be permanent objective of the organization. Factual approach to decision making Effective decisions are always based on the data analysis and information Mutually beneficial supplier relationships An organization and its suppliers are interdependent, and a mutually beneficial

Six Sigma
The term Six Sigma originated from terminology associated with manufacturing, specifically terms associated with statistical modeling of manufacturing process. The maturity of a manufacturing process can be described by a sigma rating indicating its yield, or the percentage of defect-free products it creates. A six sigma process is one in which 99.99966% of the products manufactured are statistically expected to be free of defects (3.4 defects per million). Six Sigma is about reducing errors and improving the efficiency of a process. This methodology is applied across various sectors such as administration, engineering, manufacturing, research and development, customer care services. It uses a set of tools and statistical methods to revamp and refine an existing process performance, reduce variability and increase the excellence of the product .The aim is to maximize profit and satisfaction of the customer. Six Sigma consists of 2 methodologies-DMAIC and DMADV .The former is implemented in a current business process whereas the latter is used to create a new brand or a product from scratch. A typical Six Sigma process involves the following steps: The fundamental objective of the Six Sigma methodology is the implementation of a measurement-based strategy that focuses on process improvement and variation reduction through the application of Six Sigma improvement projects.This is accomplished through the use of two Six Sigma sub-methodologies: DMAIC and DMADV. The Six Sigma DMAIC process (define, measure, analyze, improve, control) is an improvement system for existing processes falling below specification and looking for incremental improvement. The Six Sigma DMADV process (define, measure, analyze, design, verify) is an improvement system used to develop new processes or products at Six Sigma quality levels. It can also be employed if a current process requires more than just incremental improvement. Both Six Sigma processes are executed by Six Sigma Green Belts and Six Sigma Black Belts, and are overseen by Six Sigma Master Black Belts.

PDCA Cycle
PDCA cycle has originally been formed by Walter Shewhart in 1930. Later on, an application of the PDCA cycle for quality improvement has been used and modified by Edwards Deming. PDCA was originally prepared for effective solution and improvement of activities, processes and systems in

a production. It can be used as a simple methodology for changes implementation. Quality is the area where the cycle achieved the main development and practical usage. PDCA should be a part of knowledge of every consultant who works in the areas of quality systems, ecological systems and safety assurance. Plan. The A+ Approach begins with a plan step called analyze. In this step, students needs are analyzed by examining a range of data available in Pearl Rivers electronic data warehouse, from grades to performance on standardized tests. Data can be analyzed for individual students or stratified by grade, gender or any other subgroup. Because PDCA does not specify how to analyze data, a separate data analysis process is used here as well as in other processes throughout the organization.

Do. The A+ Approach continues with two do steps: 1. Align asks what national and state standards require and how they will be assessed. Teaching staff also plans curriculum by looking at what is taught at earlier and later grade levels and in other disciplines to assure a clear continuity of instruction throughout the students schooling. Teachers develop individual goals to improve their instruction where the analyze step showed any gaps. 2. The second do step is, in this example, called act. This is where instruction is actually provided, following the curriculum and teaching goals. Within set parameters, teachers vary the delivery of instruction based on each students learning rates and styles and varying teaching methods. Check. The check step is called assess in this example. Formal and informal assessments take place continually, from daily teacher dipstick assessments to every-six-weeks progress reports to annual standardized tests. Teachers also can access comparative data on the electronic database to identify trends. High-need students are monitored by a special child study team. Throughout the school year, if assessments show students are not learning as expected, mid-course corrections are made such as re-instruction, changing teaching methods and more direct teacher mentoring. Assessment data become input for the next step in the cycle. Act. In this example the act step is called standardize. When goals are met, the curriculum design and teaching methods are considered standardized. Teachers share best practices in formal and informal settings. Results from this cycle become input for the analyze phase of the next A+ cycle.