Quality Management

What is quality?

Quality is the ability of a firm to meet or exceed the expectations of the customer. It is the conformance to specification.

Total quality management

TQM is the management technique that focuses on the improving of an organization's product and services. It is treated as managing the entire organizations so that it excels all dimensions of products and services that are important to the customer.

TQM
Philosophical Elements

Customer driven quality Leadership Employee participation &development Quick response Design quality and prevention Managing by fact Partnership development Corporate responsibility and citizenship

Generic tools SPC tools a. Process flow b. Chart c. Pareto analysis & d. Histogram e. Cause and effect f. Diagram g. Run chart h. Scatter diagram i. Control chart Quality function deployment

Tools of the QC Department

1. SQC methods 2. Sampling plan 3. Process capability 4. Taguchi methods

Malcolm Baldrige National Quality Awards

The Malcolm Baldrige National Quality Award represents the United States governments endorsements of quality as an essential part of successful business strategy

Why is this award provided?

Helping to stimulate American companies to improve quality and productivity for the pride of recognition while obtaining a competitive edge through decreased cost and increased profits.

Establishing guidelines and criteria that can be used by business, industrial, governmental, and other organizations in evaluating their quality improvement efforts.
Recognizing the achievements of those companies that improve the quality of their goods and services and thereby provide an example to others.

Deming prize
Japan also has an award for outstanding business accomplishment. For over forty (40) years, Japan has recognized its corporate quality leaders by bestowing on them the prestigious Deming prize, named after American statistician Dr. W. Edwards Deming, whose quality concepts provided the road map for Japanese success.

Eligibility for the Baldrige Award

There are three categories for the Baldrige Award.
Manufacturing companies or subsidiaries that (i) produce and scale manufactured products or manufacturing processes or (ii) produce agricultural, mining or construction products. Service companies or subsidiaries that sell service. Weather a company is classified as manufacturing or service is determined by the larger percentage of sales. Small business, which are defined as those that have fewer than 500 employees and that operate independently of any other firm that may have equity ownership

Factors considers for getting ginning

Baldrige prize
Leadership:
Leadership style or system. Company responsibility and Citizenship Strategy development process Company Strategy Customer and Market Knowledge Customer Satisfaction and Relationship enhancement

Strategic Planning:

Customer and market focus:

Factors considers for getting ginning Baldrige prize( cont)

Information and analysis:

Selection and use of information and data Selection and use of Comparative Information and Data Analysis and Review of company performance

Human Resource Development and Management:

Work system Employee Education, Training and Development Employee Well-Being and Satisfaction

Factors considers for getting ginning Baldrige prize( cont)

Process Management:
Management of Product and Service Processes Management of Support Processes Management of Supplier and Partnering Processes
Customer Satisfaction Results Financial and Market result Human Resource Results Supplier and Partner Results Company-Specific Results

Business Results:

Developing quality specification

Design quality Conformance quality

Dimensions of quality
Quality at the source

Basic assumptions of cost of quality

Appraisal costs Prevention costs External failure costs Internal failure costs

Continuous improvement
Continuous improvement s a management philosophy that approaches the challenges of product and process improvement. It seeks to continual improvement of machinery, materials, labor utilization and production methods through application of suggestions and ideas of team generation.

Tools and procedure of CI SPC ( Statistical Process Control) PDCA( Plan-Do-Check-Act)

PDCA ( Plan-Do-Check-Act)

Plan Do Check Act

The stages maintain by customers when

they by a product
Clarifying a purpose and selecting a solution Ordering what is chosen at an agreed-on price Becoming ready to selection Becoming proficient Letting go and moving on Keeping everything going Receiving the intended benefits:

ISO 9000
ISO 9000 is series of standards agreed upon by international organization for standardization (ISO) and adopted in 1987. More than 1oo countries now recognize the 9000 series for quality standards and certification for international trade. ISO 9000 evolved in Europe and in the European common market alone, almost 50,000 companies have been certified as complying with these standards

Five parts of ISO 9000 series

Quality system 9001: Model for quality assurance in design, service, production installation. 9002: Model for quality assurance in production and installation. 9003: Model for quality assurance in final inspection test. Guidelines for use 9000: Quality management and quality assurance standards- Guidelines for selection and use. 9004:Quality management and quality assurance standards- Guidelines.

ISO 14000
A set of international standards for assessing a companys environmental performance.

Forms of certification ISO-9000

First party: A firms audits itself against ISO 9000 standards. That means the organization audit internally by following the ISO 9000 procedures. Second party: A customer audits its supplier. That means audit by the customer of those organization. Third party: A qualified national or international standards or certifying agency services as auditor.

Tools for quality

flow chart Chart Pareto analysis & Histogram Cause and effect Diagram Run chart Scatter diagram Control chart