CHACHAPTER 7CHAPTER 7CHAPTER 7PTER 6.ppt

Copyright © 2002 by Harcourt, Inc. All rights reserved.
CHAPTER-6 Quality Control
Prepared by
Ms. M. R. Zade
Pimpri Chinchwad Polytechnic,
Nigdi

C505.6 Understand concept of Quality, cost of
quality and principles of TQM.

• State what is the quality of a product
State what is the quality of a product
• Explain the difference between actual and
Explain the difference between actual and
perceived quality
perceived quality
• State the definition of TQM
State the definition of TQM
• State the characteristics of TQM or
State the characteristics of TQM or
implications for a business
implications for a business
• State the benefits and problems of using TQM
State the benefits and problems of using TQM
LEARNING GOALS
LEARNING GOALS

Quality
Quality
• The features of a product that allow
The features of a product that allow
it to satisfy customers’ needs or
it to satisfy customers’ needs or
simply some standard of excellence.
simply some standard of excellence.
• Actual quality
Actual quality
• Perceived quality
Perceived quality
© PhotoDisc

Total quality management (TQM)
• Total Quality Management (or TQM) is a management
Total Quality Management (or TQM) is a management
concept coined by
concept coined by W. Edwards Deming. The basis of
. The basis of
TQM is to reduce the errors produced during the
TQM is to reduce the errors produced during the
manufacturing or service process, increase customer
manufacturing or service process, increase customer
satisfaction, streamline
satisfaction, streamline supply chain management, aim
, aim
for modernization of equipment and ensure workers have
for modernization of equipment and ensure workers have
the highest level of training.
the highest level of training.
• A managerial approach which focuses on quality and
A managerial approach which focuses on quality and
aims to improve the effectiveness of the business
aims to improve the effectiveness of the business
involving every department, activity and individual.
involving every department, activity and individual.
• It is also a method designed to prevent errors, such as
It is also a method designed to prevent errors, such as
poor quality products, from happening at every stage of
poor quality products, from happening at every stage of
the production process.
the production process.
© PhotoDisc

Characteristics of TQM
Characteristics of TQM:
:
• Quality chains
Quality chains
• Company policy and accountability
Company policy and accountability
• Control
Control
• Monitoring the process
Monitoring the process
• Teamwork
Teamwork
• Consumer views
Consumer views
• Zero defects
Zero defects
© PhotoDisc

• TQM emphasizes quality
TQM emphasizes quality
chains inside and outside
chains inside and outside
the business, including
the business, including
producers, suppliers and
producers, suppliers and
customers. Any part of the
customers. Any part of the
chain has some problems,
chain has some problems,
then the next stage will
then the next stage will
delayed.
delayed.
Quality chains

• TQM stress the role of
TQM stress the role of
every one from the top
every one from the top
to the bottom and aims
to the bottom and aims
to make every one
to make every one
accountable for his/her
accountable for his/her
own performance.
own performance.
Quality chains
Company policy
& accountability

• TQM stresses a systematic
TQM stresses a systematic
control approach,
control approach,
controlling all the factors
controlling all the factors
that may affect the quality
that may affect the quality
of a product.
of a product.
• See the next figure
See the next figure
Quality chains
Control
Company policy
& accountability

The systematic approach to
The systematic approach to
quality
quality
Figure
Figure Feedback
Feedback
© PhotoDisc
Good
design
Consistent
methods
Consistent
materials
Consistent
Equipment
Satisfactory
instruction
Operations and
Control process
Consistently
satisfied customers

• TQM stresses the
monitoring the process
to find improvements
through statistical
process control such as
charts and diagrams.
Quality chains
Company policy
& accountability
Control
Monitoring the process
© PhotoDisc

• TQM stresses that
teamwork is an
effective way of solving
problems.
Quality chains
© PhotoDisc
Company policy
Control
Monitoring
the process
Teamwork

• TQM stresses the
feedback of information
from consumers and
response to the changes
in customers’ needs and
expectations.
Quality chains
© PhotoDisc
Company policy
Teamwork
Monitoring
the process
Consumer views
Control

• TQM emphasizes a
zero defect policy that
every product is free
from defects.
Quality chains
© PhotoDisc
Company policy
Teamwork
Monitoring
the process
Zero defects
Control
Consumer views

Benefits and problems of using
Benefits and problems of using
TQM
TQM
Benefits:
• Focus on the customer needs and
relationship
• Achieve quality in all aspects
• Analyzes all processes to remove
defects
• Find improvements on a
continuous basis
• Develop team approach to
problem solving
• Effective procedures of
communication
Problems:
• High training and development
costs
• Requiring commitment from the
entire business
• Bureaucracy and regular audits
are needed
• Stress is put on process not the
product.

Costs of ensuring costs
Costs of ensuring costs
Businesses are likely to face costs
Businesses are likely to face costs
when trying to improve the quality
when trying to improve the quality
of their products:
of their products:
• The costs of designing and setting
The costs of designing and setting
up control systems
up control systems
• The costs of monitoring the systems
The costs of monitoring the systems
• The costs of faulty goods
The costs of faulty goods
• The costs of improving the quality
The costs of improving the quality
• …
…
© PhotoDisc

CHACHAPTER 7CHAPTER 7CHAPTER 7PTER 6.ppt

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