Lecture 1 TQM

Institute of Management Studies
Total Quality Management
Lecture/Chapter 1: Introduction to Quality
By
Dr. Muhammad Ali Noor
Assistant Professor
22nd November 2013

Course Outline
Introduction to Quality
 TQM
 Fundamentals of Statistics
 Control Charts for Variables in Quality
Management
 Additional SPC techniques for Variables
 Probability for Quality Management
 Control Charts for Attributes
 Sampling for Quality Management
 Reliability for Quality Management
 Management and Planning Tools


Recommended Text Books



Quality Control by Besterfield, 2009
Edition by Pearson, Prentice Hall.
Quality Management Practices by
Kamran Moosa. 2000, 2007 Reprinted,
Published by Ibrahim Publishers and
PIQC.

Learning Objectives
When you have completed this chapter you
should be able to:
 Define quality.
 Know the history of quality.
 Understand the responsibilities of the
functional areas and the CEO.
 Know the quality functions served by the
computer.

Definitions of Quality
What is Quality?
Degree of excellence, or general
excellence (…has quality)
 Attribute or faculty (…Has many good
qualities)
 Relative nature, character, or property


Definitions of QualityContinued
What is Quality?
Quality is conformance to requirements
or specifications (Crosby 1979)
 Fitness for use (Juran 1988)
 Degree to which a set of inherent
characteristics fulfills requirements (ISO
9000-2000)


Dimensions of QualityContinued
Transcendent definition: excellence
 Product-based definition: quantities of
product attributes
 User-based definition: fitness for
intended use
 Value-based definition: quality vs. price
 Manufacturing-based definition:
conformance to specifications


The Dimensions of Quality
DIMENSION
Performance

MEANING
Primary product characteristics

Features

Secondary characteristic

Conformance

Meeting specifications or industry standards

Reliability

Consistency of performance over time

Durability

Useful life

Service

Resolution of problems and complaints

Response

Human-to-human interface

Aesthetics

Sensory characteristics

Reputation

Past performance and other intangibles

Historical Review
Skilled craftsmanship during Middle
Ages
 Industrial Revolution: rise of inspection
and separate quality departments
 Statistical methods at Bell System
(1924)
 The American Society for Quality (1946)
 Deming (1950)
 Juran (1954


Historical ReviewContinued
First Quality Control Circles (1960)
 1980s


 TQM
 Statistical Process Control, SPC
 Malcolm Baldrige National Quality Award
 Taguchi

ISO (1990)
 Via Internet (2000)


Responsibility for
Quality
Customer

Marketing

Service
Quality
Product
Or
Service

Packaging and
Storage

Design
Engineering

Inspection
and Test

Procurement

Production

Process
Design

Responsibility for
Quality
Marketing
 Help to evaluate the level of product quality that a
customer wants, needs..
Design Engineering
 Translate the customer’s requirements into
operating characteristics, exact specifications, and
appropriate tolerances
Procurement
 Responsible for procuring quality materials and
components

Responsibility for
Quality
Process Design
 Develops processes and procedures

that will produce a quality product/service
Production
 Produce quality products and services
Inspection and Test
 Appraise the quality of purchased and
manufactured items and to report the results

Responsibility for
Qualityand Storage
Packaging
Preserve and protect the quality of the
product
Inspection and Test
 Appraise the quality of purchased and
manufactured items and to report the results
Service
 Fully realizing the intended function of the
product during its expected life


Chief Executive Officer
The highest-ranking executive officer within
a company or corporation, who has
responsibility for overall management of its
day-to-day affairs under the supervision of
the board of directors

Chief Executive Officer
Ultimate responsibility for quality
 35% of the time is spent on quality
 Quality performances


Computers & Quality
Control
Can be programmed to perform complex
calculations, to control a process or test,
to analyze data, to write reports, and to
recall information on command

Computers & Quality
Control
Benefits:
Information is stored in the computer
and transmitted efficiently to remote
terminals
 Information is provided to employee at
the same time the work assignment is
given
 Ability to quickly update or change the
information
 The probability of fewer errors


Computers & Quality
Control
Benefits:
 Powerful tool to help in the improvement
of quality
 The use of computers in quality is as
effective as the people who create the
total system

Computers & Quality
Control needs:
Quality functions
Data collection
Data analysis and reporting
Statistical analysis
Process control
Test and inspection
System design

Computers & Quality
Control
Data collection:


The decision as to how much data to
collect and analyze is based on the
reports to be issued, the processes to be
controlled, the records to be retained,
and the nature of the quality
improvement program

Computer & Quality
Control cont’d.:
Data collection
Computers are well suited for the collection of
data
 Faster data transmission, fewer errors, and
lower collection costs can be achieved
 Multiple sources of data can be used
 Identifiers are necessary for data analysis,
report preparation, and record traceability


Computers & Quality
Control and reporting:
Data analysis
Quality info is stored in the computer for
retrieval at a future time, analyzed, reduced,
and disseminated in the form of a report
 The analysis, reduction, and reporting are
programmed to occur automatically in the
system


Computers & Quality
Control and reporting cont’d.:
Data analysis
Data can be easily summarized
 Data can be analyzed as they are being
accumulated and corrective actions are
taken in real time
 Analysis of data using tools such as:
Pareto, Histogram, Software programs
(Excel), Charts are made easier


Computers & Quality
Control
Statistical analysis:
 Use of Statistical packages
 The quality engineer can specify a
particular sequence of statistical
calculation to use for a given set of
conditions
 Time is saved and the calculations are
error-free

Computers & Quality
Control
Statistical analysis
 Benefits:
No more time-consuming manual

calculations
One-time problem
Process control

Computers & Quality
Control
Process control:
Computer programs control the sequence of
events performed during a process cycle
 Keep the measurement and control of
critical variables on target with minimum
variation and within acceptable control limits


Computers & Quality
Control
Process control cont’d.:
 Computer numerically controlled (CNC)
machines, robots, and automatic
storage and retrieval systems (ASRS)
Benefits:
○ Constant product quality
○ More uniform startup and shutdown

Computers & Quality
Control
Process control cont’d.:
 Benefits cont’d.:
High productivity (less employees)
Safer operation for personnel and

equipment

Computers & Quality
Control
Test and Inspection:
 Automated test systems can be
programmed to perform a complete
quality audit of a product
Disadvantage:
○ High cost of the equipment

Computers & Quality
ControlInspection:
Test and
Advantages:
Improve test quality
Lower operating cost
Better report preparation
Improve precision
Automatic calibration
Malfunction diagnostics

Computers & Quality
Control
System Design:
 The integration of the diverse quality
function with other activities requires an
extremely sophisticated system design
 Expert systems are computer programs
that capture the knowledge of experts as
a set of rules and relationships used for
such applications as problem diagnosis

Lecture 1 TQM

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Lecture 1 TQM