Total Quality Management

&
Quality Specification

BBA 305

TOTAL QUALITY MANAGEMENT

TOTAL
QUALITY
MANAGEMENT

Main thrust : customer satisfaction

Requires : continuous improvement
Prevents : poor quality

BBA 305

Basis of quality lies in Performance and

Services
offered
Identifying
defects by
statistical
tools

certification

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Efficiency in
processes

Innovation

Dimensions of Quality

Quality of
design

Conformance
of design

Utilization

After sales
services

As per
customers
requirement
and
specifications
Includes
material ,
dimensions,
characteristics

Degree to
which product
meets the
parameters
Whether under
acceptable
limits or not

conditions

Rectifying the
defects and can
improve
future
production
Important but
neglected
dimension of
quality

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Instructions,
manuals, helplines, etc.
To increase the
perception of
quality

QUALITY CONTROL TECHNIQUES

Quality control techniques are specific activities and
procedures that are adopted
Quality at source
Workers responsible
for inspecting their
own work
Authority to workers
Help available from
quality control
personnel
Brings openness,
commitment
and
participation

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Quality control tools

Flow chart
Check list
Histogram
Pareto analysis
Scatter diagram
control charts
Cause and effect
diagram

Acceptance Sampling
Acceptance by supplier
and customer is based
on inspecting a lot
A small number is
inspected from a bulk
supply
If number of defectives
is more than the agreed
size then the entire lot
is rejected.
Large sample size:
beneficial for the buyer

QUALITY CONTROL TOOLS

Flow Charts
Visual Representation of the process
Involves various steps
Helps in pin pointing the exact points of error in
the process

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Check Sheet

Keeps the record of frequencies of occurrence

of defects with reference to the defect causing
parameter.
Helps to implement a corrective action at a point
of highest frequency.
Point of highest frequency needs to be
attended immediately.

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Histogram

Graphical representation of data

Helps in identifying the seriousness of the problem
by
reflecting it with the highest peak
Values of different parameters are graphically
represented on the basis of their frequencies.

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Pareto

Analysis
Based
on 80-20 rule
Classifying problem areas according to the degree of
importance
Attending the important one first.
Pareto analysis is a formal technique useful where many
possible courses of action are competing for attention. In
essence, the problem-solvers estimates the benefit
delivered by each action, then selects a number of the most
effective actions that deliver a total benefit reasonably close
to the maximal possible one
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Scatter Diagram

Used in case of 2 variables only

Shows the degree of relationship b/w 2 variables.

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Control Charts

Used to verify whether the process is under

control. Range is determined by design
parameters.
Based on normal distribution which says that
99.97% of all values lies under UCL & LCL.

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Cause and effect diagram

This diagram represents all the possible causes

which lead to defects on quality characteristics.
Different branches representing causes connected in
a line.
Helps in investigating the causes of the problem.

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Approaches to TQM

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DEMING
WHEEL
(PDCA)

JURANS
QUALITY
TRIOLOGY

CROSBYS
ABSOLUTES
OF
QUALITY

TAGUCHI
QUALITY LOSS
FUNCTION

DEMING WHEEL
14 points given by Deming helps organizations to improve the quality of

their product ; using these 14 points PDCA WHEEL is developed

PLAN stage involves analyzing the current situation, gathering data,
and developing ways to make improvements.
The DO stage involves testing alternatives experimentally in a
laboratory or trying them out with small number of customers.
The CHECK stage requires determining whether the trial or process is
working as intended, whether any revisions are needed.
The ACT stage means all the above steps are satisfactory for regular
production and assured quality.

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JURANS QUALITY TRIOLOGY

Based on the concept of fitness for use rather than

conformance to specifications.
Universal breakthrough sequence to implement quality
programme . These sequences are:
What compels the need for change?
What is to be changed?
Commitment of top management.
Identifying the root causes of the problems.
Introduce the changes.
Holding on to the gains by recording the beneficiary
actions.
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Quality involves : Planning, available resources & their

functionality
Costs of quality:
Failure costsinternal
Cost if the
product
is
rejected
Cost for
repairing
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Failure costsexternal

Appraisal costs

Cost of
replacement,
warranty, etc.
Loss of
goodwill

Cost of
inspection,
maintenance,
etc.
certification

Prevention
costs
Planning for
quality
Controlling
quality
Regular
improvement

Crosbys absolutes of quality

Based on the concept of do it right the first time, zero

defects.
Emphasis on the role of top management
According to him there should be no restrictions on
spending for achieving quality as it is more economical than
compromising.
His absolutes are:
Quality is based on requirements.
Prevention is better
Non conformance is the price
paid for quality.
People, designs and processes
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creates
problems.