Quality management concepts
- 2. Introduction To Quality Quality is the ability of a product or service to consistently meet or exceed customer Expectations.
- 3. Quality – What Is It? “The degree of excellence of a thing” (Webster’s Dictionary) “The totality of features and characteristics that satisfy needs” (American Society for Quality Control – ASQ) Fitness for consumer use – meet or exceed customer expectations
- 4. Meaning of Quality Control Quality of product depends on material, man, machine, and manufacturing conditions. The quality control is a symmetric control of these factor. Skilled worker will give better quality. Better machines and better material with a good quality product. Quality is the right attitude to achieve excellence; producing error free products and services to the customer within time ; and satisfying the requirements and expectations of customers.
- 5. The Evolution of Quality Industrial revolution - smaller jobs, more specialization and less responsibility for the final product . Early 1900’s - product inspection introduced -Fredrick Winslow Taylor . 1924 - statistical control charts - W. Shewhart of Bell Laboratories . 1930, - acceptance sampling - H.F. Dodge & H.G. Roming of Bell Labs . WWII - statistical methods began to be more widely accepted, especially in statistical sampling techniques . 1950’s - quality assurance, statistical quality control methods introduced to the Japanese - W. Edwards Deming - “cost of quality” concepts - Joseph Juran - “total quality control” including product design and materials - Armand Feigenbaum . 1960’s - “zero defects” emphasize employee performance - P. Crosby . 1970’s - quality assurance methods throughout the entire process
- 6. Dimensions of Quality 1. Performance - characteristics of the product or service 2. Aesthetics - appearance, feel, smell, taste 3. Special features - extra characteristics 4. Conformance - customer’s expectations 5. Safety - risk of injury or harm 6. Reliability - consistency of performance 7. Durability - useful life of the product or service 8. Perception - reputation 9. Service after the sale - handling of complaints, customer satisfaction
- 7. Examples Of Quality Dimensions (Product) Automobile (Service) Auto Repair Dimension Performance All work done, at Everything works, fit agreed price & finish Ride, Friendliness, courtesy, handling, grade of materials used Competency, quicknes s Clean work/waiting Aesthetic Interior design, soft area touch Location, call when ready Gauge/control Special features placement
- 8. Cellular phone, CD Computer diagnostics Convenience player High tech Antilock Safety brakes, airbags Separate waiting area Work done correctly, Infrequency of Reliability breakdowns ready when promised
- 9. Dimension Product) (Service) Auto Repair Automobile Useful life in miles, Work holds up over Durability time resistance to rust and corrosion Perceived Quality Top-rated car Award-winning service department Service after Handling of complaints sale and/or requests for Handling of information complaints
- 10. Concept change:- Deming’s 14 Points 1-Create constancy of Purpose for 8 - Eliminate fear among improvement of product and service employees 2 - Adopt the new philosophy 9 - Eliminate barriers between 3 - Cease mass inspection departments 4 - Select a few suppliers 10 - Eliminate slogans, targets based on quality 11 - Remove numerical quotas 5 - Constantly improve system 12 - Enhance worker pride and workers 13 - Institute vigorous training & 6 - Institute worker training 7 - Instill leadership among education programs supervisors 14 - Implement these 13 points
- 11. Total Quality Management The new concept of quality is total quality management. It means involvement of all aspect of the firm in satisfying the customer. TQM involves:- i. Customer – supplier relationship based on mutual trust & respect. There must be a beneficial strategy for both. ii. Firm in house requirements by the customer. iii. Suppliers are partners in achieving zero defect situation. iv. Regular monitoring of supplier processes and products by the customer.
- 12. Principal objectives of TQM Organization should have system oriented specific objectives as follows:- i. Customer focus, customer satisfaction ii. Continuous improvement of culture of the organization iii. Focus continuous and cost reduction iv. Focused, continuous and quality improvement v. Everyone is working towards making their organization the best business
- 13. TQM must include ten dimensional framework:- 1. Quality policy and its communication 2. Team work and participation 3. Problem solving tools and technique 4. Standardization 5. Quality system 6. Quality control and measurement 7. Process control 8. Customer supplier integration 9. Education and training 10. Quality audit and receive
- 14. Basics of TQM TQM focuses on identifying root causes of quality problems and connecting them at the source, as apposed to inspecting the product after it has been made. The Japanese believe that the best and the most lasting changes comes from gradual improvements. There are two approaches that can help companies with continuous improvement:- 1. The plan-do-study-act cycle 2. Benchmarking
- 15. PDSA Cycle • It explains the activities a company needs to perform in order to incorporate continuous improvement in its operation. • It shows that continuous improvement is never-ending process 1. plan: study current situation and make plan based problems. Document all current procedure, collect data, and identify problems. 2. Do: implement plan on trial basis manager should document all changes made and collect data for evaluation. 3. Study: determine if trial is working correctly or it’s achieving the goals. 4. Act: the best way to accomplish this is to communicate the results to other members in the company and then implement the new procedure if it has been successful.
- 16. Bench-marking It is studying the business practices of other companies for purpose of comparisons. To learn and study how others do things is an important part of continuous improvement. It does not have to be in same business, as long as it excels at something that the company doing the study wishes to emulate. TQM provides incentives for employees to identify quality problems and empower all employees to seek out problem and correct them. TQM differentiates between external and internal customers.
- 17. The Deming approach to TQM Create and publish the aims and purposes of the organization Learn the new philosophy Understand the purpose of inspection Stop awarding business based on price alone Improve constantly and forever the System Institute training Teach and institute leadership
- 18. The Deming Philosophy Drive out fear, create trust, and create a climate for innovation Optimize the efforts of teams, groups, and staff areas Eliminate exhortations for the work force Eliminate numerical quotas for the work force Eliminate management by objectives Remove barriers to pride of workmanship Encourage education and self-improvement for all Take action to accomplish the transformation.
- 19. Kaizen Technique Kaizen- defines the managements role in continuously encouraging and implementing small improvements in the individual & organization. Break the complex process into sub-processes and then improve the sub-processes. Continuous improvements in small increments make the process more efficient ,controllable and adaptable. Does not rely on more expense, or sophisticated equipment and techniques.
- 20. The five main elements of kaizen are: 1. Team work 2. Personal discipline 3. Improved morale 4. Quality circles 5. Suggestion for improvements Criticisms 1. Safety was being put at risk by aggressive cost cutting. 2. Suppliers refusing to accept orders from Toyota because accusation of death by overwork at Toyota due to unpaid voluntary quality control meeting held after regular work hours.
- 21. Quality By Design Introduction Product quality is created by design. In such a competitive market, the designer have to keep on improving for higher and higher quality levels. Product development cycle i. Customer’s needs assessment through market survey and analysis. ii. Design specification formulation iii. Preliminary design of product iv. Review of design v. Manufacturing of the prototype and its evaluation vi. Manufacturing drawing and product specifications preparation vii. Pilot production run and changes in design viii. Design release for mass production
- 22. Assessment of customer’s needs The prospective customer are explained variety of features of the product. Information is recorded but if it can leak about the new product then the designer, the marketing organizations and the quality engineers decide the desirable features in that product. Formulation of design specification The requirement and expectations of the prospective customers translated in to design specification. It is always advisable to formulate in consultation with the quality engineers. By doing this they knew the technical failing of the previous product and draw back are avoided in the new design . It can be converted in a comprehensive document because it shows demand and expectation of the customer
- 23. Preliminary design The following decision can be taken to overcome the problem i. Reduction of the required feature ii. Finding alternative design iii. Addition of compensatory features Such decisions involve consultation with quality engineers and the marketing organizations.
- 24. General consideration for a good design 1. Appearance 2. Functional efficiency 3. Safety 4. Reliability 5. Maintainability 6. Ease of production 7. Standardization 8. Review of design
- 25. Evolution of prototype It is carried out by a well planned evaluation programme. The evaluation is coordinated by an agency different from the designer to maintain the objectivity of evaluation. Normally the quality manager is assigned the job of prototype evaluation. Production and marketing also associated with evaluation program me. Certain changes may be necessary in the design as a result of evaluation. Finally , all the features are subjected to confirmatory evaluation to ensure that the shortcomings of the design observed earlier are eliminated. It gives fully satisfaction
- 26. Manufacturing drawings - The drawing reflects the final design which emerged after evaluation studies. Product satisfaction:- it clearly define all the important characteristics to be achieved and also lay down general guidelines for measurements. Design changes during production