Managing Quality

Quality Planning

- Establish quality goals

- Identify customers

- Discover customer needs

- Develop product features

- Develop process features

- Establish process control
Quality Control
- Choose control statistics

- Choose units of measure

- Set goals

- Create a sensor

- Measure actual performance

- Interpret the difference

- Take action on the difference

Quality Improvement
- Prove the need

- Identify projects

- Organize project teams

- Diagnose the causes

- Provide remedies

- Deal with resistance to change

- Control to hold the gains
Contributions of various disciplines

Finance Measuring the cost of poor quality

Industrial Design of integrated systems, problem
Engg. Solving, Measurement, Work analysis

Marketing Competitive standing on quality,
Research Understand customer desires

OM Management of integrated systems

OR Analysing product design, optimization

Organizational Understanding quality culture
Behavior Making teams effective
Organizational Satisfying the needs of both internal &
Effectiveness external customers

Strategic Quality as a means of achieving a unique
planning competitive advantage

Systems Translating customer needs into
Engg. Product features & process features

Value Analysis of essential functions needed
Engg. By customer
Two views of Quality
Internal view External view
- Compare product to Compare product to competition
specification & to the best

- Get product accepted Provide satisfaction over
at inspection product life

- Prevent plant & field Meet customer needs on goods &
defects services

- Concentrate on mfg. Cover all functions

- Use internal quality Use customer-based quality
measures measures

- View quality as a View quality as a business issue
technical issue
Role of Upper Mgt. in TQM Implementation

- Establish & serve on a quality council

- Establish quality policies

- Establish & deploy quality goals

- Provide the resources

- Provide problem-oriented training

- Serve on upper mgt. quality improvement teams

- Stimulate improvement

- Provide for reward & recognition
Quality Council

- Formulate quality policy

- Estimate major dimensions of the quality problem

- Establish an infrastructure

- Planning for training for all levels

- Establish support for teams

- Provide coordination

- Establish new measures for progress review

- Revising merit rating approach
Role of Middle Management
- Nominate quality problems for solution

- Serving as leaders of various types of quality teams

- Serving as members of quality teams

- Serving on task forces to assist the quality council

- Leading the quality activities within their area by
demonstrating personal commitment

- Identifying customers & suppliers & meeting with
them to discover & address their needs
Functions of Quality Dept. of the Future
- Companywide quality planning

- Producing executive reports on quality

- Auditing outgoing quality

- Coordinating & assisting with improvement projects

- Training for quality

- Consulting for quality

- Developing new quality methodologies

- Transferring activities to line departments
Action Checklist for Implementation of TQM

- Clarify, appraise & redefine quality policy & goals

- Establish specific objectives

- Nominate a high-level TQM project coordinator

- Assign responsibilities

- Guide & involve itself in the prioritising exercises

- Formulate & specify guidelines for the choice of short-
term & long-term improvement projects

- Deploy policies w.r.t. problem ownership, resource group
-Provide budget, manpower & other resources

-Arrange for supplementary expertise as necessary,
including deployment of professional specialists &
consultants

- Motivate the hierarchy towards visible participation

- Arrange for imparting necessary education, training &
problem-solving expertise to improvement team

- Audit & review progress promptly