PRODUCTION & OPERATIONS MANAGEMENT

QUALITY MANAGEMENT

QUALITY MANAGEMENT
Quality may be defined as the sum total of features of a product which influence its ability to satisfy a given demand. The quality of product or service is a customers perception of the degree to which the product or service meets their requirements.

QUALITY MANAGEMENT
Dimensions of Product Quality: Performance Features Reliability Serviceability Appearance Customer Service Safety

QUALITY MANAGEMENT
Inspection & Quality Control: Inspection is a post-mortem operation carried out after the product is manufactured. It segregates the good from the bad & the defective items may be either rectified or scrapped. Inspection is one phase of Quality control. It provides information required by other phases of quality control.

QUALITY MANAGEMENT
Objectives of Inspection: Prevention of defects Detect defects as they occur in processing. Detect trends in the process which may lead to defects. Remove defective parts from production to stop further handling and processing costs. Remove defective parts to prevent poor performance of finished goods. Inform all levels of management on the performance of manufacturing departments or units. Provide records for evaluation of individual machine or worker performance.

QUALITY MANAGEMENT
Quality Control: The ultimate aim of quality control is to provide products which are dependable, satisfactory & economical. Ensuring Quality: Control of Engineering Quality Control of Purchased Material Quality Control of Manufacturing Quality Actions supporting the product after delivery

QUALITY MANAGEMENT
Statistical Quality Control: SQC is the application of statistical techniques to accept or reject products already produced, or to control the process & therefore, product quality while the part is being made. While the latter is called process control, the former is named acceptance sampling.

QUALITY MANAGEMENT
SQC for Process Control: SQC is used for controlling quality during production in mass production industries which produce standard products. SQC is based on probability theory.

QUALITY MANAGEMENT
Total Quality Management (TQM): A philosophy that involves everyone in an organization in a continual effort to improve quality & achieve customer satisfaction.

QUALITY MANAGEMENT
Quality is : o Conformance to specifications & requirements o What the customer thinks it is o Measure of conformance of the product to the customers needs. o Combination of aesthetics, features & design o Value for money o The ability of the product to meet customers needs

QUALITY MANAGEMENT
o Meeting & exceeding customer requirements now and in future o Fitness of use of a product by the intended customer o A customers perception of the degree to which the product meets their expectation o Totality of features and characteristics

QUALITY MANAGEMENT
New Thinking About Quality:
Old Quality is small q About Products Technical For Inspectors Led by Experts High Grade About Control New Quality is Big Q About Organization Strategic For Everyone Led by Management The Appropriate Grade About Improvement

QUALITY MANAGEMENT
Determinants of Quality: Quality of design Quality capability of process Quality of conformance Quality of customer service Organization quality culture

QUALITY MANAGEMENT
In short: Quest for Excellence Understanding Customer Needs Action to Achieve Customer Satisfaction Leadership determination Involvement of All People Team Spirit to Work for Common Goals Yardstick to Measure Progress