Professional Documents
Culture Documents
Basics_of_Quality__1706026047
Basics_of_Quality__1706026047
OF QUALITY
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Learning Objectives
• QUALITY
• QUALITY CONTROL
• QUALITY ASSURANCE
• QUALITY MANAGEMNT
• TOTAL QUALITY MANAGEMENT
• Little q vs Big Q
• ISO SYSTEM
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QUALITY
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QUALITY
• Features of products which meet customer
needs and thereby provide customer
satisfaction.
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QUALITY
• A product or service free of deficiencies.
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Accuracy Vs
Precision
Accuracy
The accuracy of a
measurement describes
how close it is to the
'real' value.
Precision
The ability of a
measurement to be
consistently reproduced
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Dimensions of Product Quality
• Performance
• Aesthetics
• Special features: convenience, high tech
• Safety
• Reliability
• Durability
• Perceived Quality
• Service after sale
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Dimension 1: Performance
Does the product or service do what it is
supposed to do, within its defined
tolerances?
• Performance is often a source of
contention(conflict) between customers and
suppliers, particularly when deliverables are not
adequately defined within specifications.
• The performance of a product often influences
profitability or reputation of the end-user. As
such, many contracts or specifications include
damages related to inadequate performance.
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Dimension 2: Features
• Does the product or services possess all of
the features specified, or required for its
intended (future planned) purpose?
While this dimension may seem obvious,
performance specifications rarely define the
features required in a product. Thus, it’s
important that suppliers designing product or
services from performance specifications are
familiar with its intended uses, and maintain
close relationships with the end-users.
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Dimension 3: Reliability
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Dimension 5: Durability
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Dimension 7: Aesthetics
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Dimension 8: Perception
• Perception is reality. The product or service
may possess adequate or even superior
dimensions of quality, but still fall victim to
negative customer or public perceptions.
• As an example, a high quality product may get
the reputation for being low quality based on
poor service by installation or field technicians. If
the product is not installed or maintained
properly, and fails as a result, the failure is often
associated with the product’s quality rather than
the quality of the service it receives.
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Dimensions of service Quality
1. Time & Timeliness
–customer waiting time, completed on
time
2. Completeness
–customer gets all they asked for
3. Courtesy
–treatment by employees
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Dimensions of service Quality
4. Consistency
–same level of service for all customers
5. Accessibility & Convenience
–ease of obtaining service
6. Accuracy
–performed right every time
7. Responsiveness
–reactions to unusual situations
--reaction time of the service.
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Two Aspects of Quality
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GRADE ?
Category or rank given to different quality
requirements for products, processes, or
systems having the same functional use
( ISO 9001:2000)
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Importance of Quality
• Lower costs (less labor, rework, scrap)
• Motivated employees
• Market Share
• Reputation
• International competitiveness
• Revenues generation increased (ultimate
goal)
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INSPECTION
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QUALITY CONTROL
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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.
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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
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QM Vs QA
The Prime Focus of
Achieving results that satisfy the Demonstrating that the requirements for
requirements for quality. quality have been (and can be) achieved.
Scope covers all activities that affect the Scope of demonstration coves activities
total quality-related business results of the that directly affect quality-related process
organization and product results
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TOTAL QUALITY MANAGEMENT
► THE LATEST APPROACH
► The comprehensive approach towards
quality management system
► It is the process of individual &
organizational development the purpose of
which is to increase the level of satisfaction
of all the stakeholders
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HIERARCHIAL STRUCTURE
► TOTAL QUALITY MANAGEMENT
QUALITY MANAGEMENT
QUALITY ASSURANCE
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HIERARCHIAL STRUCTURE
► QUALITY ASSUR. (GMP+Original prod. design &
development)
QUALITY CONTROL
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HISTORICAL BACKGROUND
► THE OLDEST TERM QUALITY
► QUALITY CONTROL
► QUALITY MANAGEMENT
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HISTORICAL BACKGROUND
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Quality Statements
► There are three types of quality statements:
1. Vision statement
2. Mission statement
3. Quality policy statement
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Vision Statement
A vision statement is sometimes called a picture
of your company in the future but it’s so much
more than that. Your vision statement is your
inspiration, the framework for all your strategic
planning.
A vision statement may apply to an entire
company or to a single division of that company.
Whether for all or part of an organization, the
vision statement answers the question, “Where do
we want to go?”
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Example
► Institute of Quality & Technology
Management (IQTM) will be a dynamic
contributor of the professionals to the local,
regional, national, and international
manufacturing and services organizations in
the field of Industrial Engineering & Quality
Management.
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Mission Statement
► A mission statement concerns what an organization is all
about. The statement answers the questions such as: who
we are, who are our customers, what do we do and how
do we do it. This statement is usually one paragraph or
less in length, easy to understand, and describes the
function of the organization. It provides clear statement of
purpose for employees, customers, and suppliers.
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QUALITY POLICY
► Itis the mission statement of the
organization which is consistent with other
organizational policies, and is understood,
implemented, and reviewed at all level of
the organizations.
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Quality Policy Example
► Institute of Quality and Technology Management,
University of the Punjab is committed to provide efficient
and cost effective education/training in Quality
Management for Manufacturing and Service sectors. We
are dedicated to provide trained professionals who shall be
instrumental in our continuous quality improvement in
manufacturing and services sectors of Pakistan. We shall
achieve our aims by fulfilling our objectives, training of our
faculty members and assuring a continual quality
improvement in our working system.
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QUALITY OBJECTIVES
► Quality Objectives are measurable goals
pertaining to quality, fitness for use,
performance, safety, and dependability
which is consistent with the quality policy
and which reflect the satisfaction of
customers requirements.
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QUALITY MANUAL
► The main document used to demonstrate or
describe a documented quality system.
► A sign-post or map of a quality system.
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QUALITY PROCEDURES
► QualityProcedures are elements,
requirements and descriptions of process
adopted by an Organization for its quality
system, which are documented in an orderly
and understandable manner.
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QUALITY RECORDS
► Quality Records – All evidence in any
form (whether on paper, magnetic disks,
software or other form of recordings) which
demonstrate conformance to specified
requirements, and the effective operation of
the quality system.
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QUALITY COSTS
► Quality Costs – All corrective, preventive,
inspecting, and opportunities lost as a result
of not meeting customer requirements.
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“BIG Q” Vs “LITTLE q”
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“BIG Q” Vs “LITTLE q”
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GLP -----Goods laboratory practices
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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 64
TQM Vs ISO SYSTEM (2)
ISO 9000 TQM
LESS OR NO FOCUS CQI &TQM ARE
ON CQI (Continuous SYNONYM
Quality Improvement)
CAN BE ORGANIZATION WIDE
DEPATMENTALLY
FOCUSED
QUALITY EVERYONE
DEPARTMENT RESPONSIBLE FOR
RESPONSIBLE FOR QUALITY
QUALITY 65