Professional Documents
Culture Documents
Lec Quality Management
Lec Quality Management
Manufacturing &
Service Industry
Topics
1. Definition of Quality
2. Special Concepts Related to Quality
3. The Quality GURUs
4. Cost of Quality
5. The 7 QC Tools
Define Quality ?
What is your definition of
Quality ?
German car
Differences in Healthcare
Infrastructure : 2 Hospital Wards
Healthcare Infrastructure :
Patient Reception
Healthcare Infrastructure :
Patient Reception
Definition of Quality in
Business
It is a measure of excellence or a
Formal Definitions
1.
What is Quality?
evolved.
(ii) Quality is a JOURNEY not a
destination.
(iii) Evolution of the concept of
Quality
Control Function.
Quality is a Journey
KAIZEN ????
What is it ????
Quality Control
Quality
Assurance
Quality
Management
Stage 2
Department
Program
Stage 3
System
QMS Principles
1) Customer Focus
2) Leadership
3) Involvement of people
4) Process approach (PDCA)
5)Systems approach to management
6)Continual improvement
7)Factual approach to decision making
8)Mutually beneficial supplier relationships (Win Win)
GURUS of Quality
Shewhart
Deming
Juran
Ishikawa
Pareto
Feigenbaum
Crosby
Taguchi
Gurus)
Known for developing:
Statistical
Process
Control
Evolution
American born, but worked and
Demings 14 Points
PDCA
A3
C3
C2
A
2
P4
P3
D3
A
1
D2
P2
C1
D1
P1
P : Plan
D : Do
C :
Check
A :
Action
P
To
Continuous improvement
Problems
Also introduced the concept of
Quality Circles
Italian engineer
Vilfredo Pareto
known for
developing the
Pareto
Diagram
His theory was
based on the
findings that
80% problems
were caused by
20% reasons,
hence, priority
should be given
after finding this
Pareto Diagram
on Jurans ideas)
Philip Crosby (He preached that
quality is Free & that defects have
costly consequences)
Genichi Taguchi (He expanded the
concept of cost of quality from firmlevel to include whole of society)
Cost of Quality
1. Cost of Prevention
2. Cost of
Detection/Appraisal/Inspection
3. Cost of Failure :
Failure
( 6 ):
Definition:
Total Quality Management
Total Quality Management (TQM) and Six Sigma
International Quality
Recognition
Quality Recognition Certifications: