BASIC CONCEPTS OF

QUALITY

QUALITY
QUALITY CONTROL
QUALITY ASSURANCE
QUALITY MANAGEMNT
TOTAL QUALITY MANAGEMENT
ISO SYSTEM
 QUALITY

is the totality of features and

characteristics of a product that
bears on its ability to satisfy the
stated or implied needs ASQC
 What is Quality?

User-based: In the eyes of the beholder

Manufacturing-based: Right the first time
Product-based: Precise measurement
 Dimensions of Quality

Performance
Aesthetics
Special features: convenience, high tech
Safety
Reliability
Durability
Perceived Quality
Service after sale
 Importance of Quality
Lower costs (less labor, rework, scrap)
Motivated employees
Market Share
Reputation
International competitiveness
Revenues generation increased (ultimate
goal)
 QUALITY CONTROL

is the operational techniques

and activities that are used to
fulfill the requirements for
quality
 QUALITY ASSURANCE
is all systematic and planned actions
which are necessary to provide
adequate confidence that a product or
service will satisfy the given
requirement for quality.
QUALITY MANAGEMENT
is a systematic set of operating
procedures which is company
wide, documented, implemented
and maintained while ensuring
the growth of business in a
consistent manner
TOTAL QUALITY MANAGEMENT

THE LATEST APPROACH

IT IS THE PROCESS OF INDIVIDUAL &
ORG. DEVELOPMENT THE PURPOSE OF
WHICH IS TO INCREASE THE LEVEL OF
SATISFACTION OF ALL THE
STAKEHOLDERS
 QM Vs QA
The Prime Focus of

Quality Management Quality Assurance

Achieving results that satisfy the Demonstrating that the

requirements for quality. requirements for quality have been
(and can be) achieved.
Motivated by stakeholders internal Motivated by stakeholders,
to the organization, especially the especially customers, external to
organizations management the organization
Goal is to satisfy all stakeholders Goal is to satisfy all customers.

Effective, efficient, and continually Confidence in the organizations

improving, overall quality-related products is the intended result
performance is the intended result.
Scope covers all activities that Scope of demonstration coves
affect the total quality-related activities that directly affect quality-
business results of the organization related process and product results
HISTORICAL BACKGROUND
THE OLDEST TERM QUALITY

QUALITY CONTROL

QUALITY ASSURANCE (1970s)

QUALITY MANAGEMENT
 HISTORICAL BACKGROUND

TOTALQUALITY MANAGEMENT
CURRENTLY ENTERPRISES ARE RUSHING
TO
SIX SIGMA
DEMING AWARD
MALCOLM BALDRIDGE NATIONAL QUALITY
AWARD (MBNQA)
 HIERARCHIAL STRUCTURE
TOTAL QUALITY MANAGEMENT

QUALITY MANAGEMENT

QUALITY ASSURANCE
 HIERARCHIAL STRUCTURE
QUALITY ASSUR. (GMP+Original prod. design &
development)

GOOD MFG. PRACTICE

QUALITY CONTROL
 ISO SYSTEM
A SET OF QUALITY STANDARDS
GOVERNING THE DOCUMENTATION
REQUIREMENT OF A SYSTEM
ISO 9001-2000
ISO 14000
ISO 17025
SA 8000
 TQM Vs ISO SYSTEM (1)
ISO 9000 TQM
NOT NECESSARILY DEFINITELY
CUSTOMER CUSTOMER FOCUSED
FOCUSED
TECHNICAL SYSTEM PHILOSPHY,
& PROCEDURES CONCEPTS, TOOLS
FOCUSED &TECHNIQUES
FOCUSED
EMPLOYEE EMPLOYEE
INVOLVEMENT NOT INVOLVEMENT
NECESSARY NECESSARY
 TQM Vs ISO SYSTEM (2)
ISO 9000 TQM
LESS OR NO FOCUS CQI &TQM ARE
ON CQI SYNONYM
CAN BE ORGANIZATION WIDE
DEPATMENTALLY
FOCUSED
QUALITY EVERYONE
DEPARTMENT RESPONSIBLE FOR
RESPONSIBLE FOR QUALITY
QUALITY
 TQM Vs ISO SYSTEM (3)

ISO 9000 TQM

PRESERVES THE IMPROVES PROCESS
STATUS QUO & CULTURAL CHANGE
RELATIONSHIP B/W TQM & ISO
MANAGING(STRATEGY, LEAQDERSHIP, COMMITMENT)

SUPPLIERS CUSTOMERS

PEOPLE
ISO 9000
ATTITUDE
BEHAVIOR
INVOLVEMENT
EMPOWERMENT