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 What is Quality

Some attributes used to help in defining the Quality :

 ¦reshness
 Reliability
 Durability
 Safety
 Environmental ¦riendly
 Serviceability
 Aesthetics
 Attribute Consistency

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 Quality Control
‡  
 is defined as maintaining
requisite standards in products or services.

‡   
 is a planned and

systematic actions necessary to provide
adequate confidence that a product or service
will satisfy the given quality requirements.

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Quality
 Management Principles
  

 
 Cost associated with training , quality
improvement programs, planning, measurement, vendor certification,
equipment maintenance
 App
 : Cost related to evaluating products, processes,
parts and services, examples test , labs, inspector
 è 
 : Accounting system identifies and account for
scrap, rework and similar costs.
 |  
 : ¦ailure of the product or services after
delivery to the end user. These costs are more difficult to assess.
Example such costs are the field service cost, warrantee claims,
returned goods, lost goodwill and lost sales.

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Quality Policy
 is appropriate to the purpose of the organization
 Includes a commitment to comply with requirements and continually
improve the effectiveness of the quality management system,
 provides a framework for establishing and reviewing quality objectives.
 is communicated and understood within the organization.
 is reviewed for continuing suitability.

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 Six Sigma
‡ Quality philosophy for ensuring the reduction of
the number of defective products to ideally zero
pioneered by Motorola in 1987 (savings of
$11bn) in India by ICICI.
‡ It involves the rigorous training of all the
employees in various quality control techniques.
‡ Quality certification bodies like ISO (International
Organization for Standardization) conduct
quality audits.

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 Steps followed

‡ Define the priorities of the customer with respect

to Quality
‡ Measure the process and the defect arising in
the product to the process.
‡ Analyze the process to determine the most likely
causes of defects
‡ Improve the process performance and remove
the cause of the defects.
‡ Ensure that the improvement are maintained
over time.

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 „enefits

‡ It introduces rapid and almost radical

improvements.
‡ It transforms the entire organization.
‡ The customer is always in focus.
‡ It is a continuous improvement process.

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 Quality Circles

‡ Developed in Japan

‡ Employee participation in quality improvement program.

‡ Small groups of employees who meet voluntarily for

about an hour a week to share ideas in an attempt to
solve jobs related quality and productivity problems.

‡ A group leader is selected and trained for the leadership

roles in the organization.

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 Statistical Methods for quality
control
‡ Statistics : Statistics means data, sufficient
enough to obtain reliable results.
‡ Quality : Quality is a relative term and can be
defined as fitness for the purpose.
‡ Control : Control is a system for measuring and
checking. It suggest when to inspect, how often
to inspect, and how much to inspect. This also
incorporates a feedback mechanism to explore
the cause of poor quality and take corrective
actions

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 *ariations

‡ A variation in all operating system

necessitates quality analysis and quality
control.
‡ *ariation cannot be eliminated, it can only
be reduced.

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 Types of variations

‡ Assignable variation :
If the variation in a process is caused because of worn-
out tools, machine wear, mistake on the part of the
worker etc. it is called assignable variation

‡ Natural or random variation

These variation occur because of the inherent nature of
the process.

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