QUALITY MANAGEMENT

Submitted By- Saurabh

Choudhary
 SPECIMENS
 MEANING OF QUALITY
 NATURE OF QUALITY
Dimension Of Quality
Determinants Of Quality
Costs Of Quality
• TRADITIONAL QUALITY MANAGEMENT
• QUALITY MANAGEMENT RECOGNITION
ISO 9000 Standards
Principles of Standards
Malcolm Baldrige National Quality Award
The Deming Prize
• QUALITY MANAGEMENT PROGRAMS
• QUALITY MANAGEMENT IN SERVICES
 QUALITY
 The term Quality is not defined by the producing
houses, it is determined by the customers.
According to customers “The quality of a product or
service is a customer’s perception of the degree to
which the product or service meets his or her
expectation.”
 NATURE OF QUALITY

• Dimensions Of Quality
• Determinants Of Quality
• Cost Of Quality
 DIMENSIONS OF QUALITY
Dimensions are the different aspects of products and services
which helps customers to evaluate the quality of a product and
these dimensions have important implications. Some of the
dimensions are listed below :-
 Performance
 Features
 Reliability
 Serviceability
 Durability
 Appearance
 Customer service
 Safety
 DETERMINANTS OF QUALITY
A key issue is how to achieve quality. Several determinants are
necessary:-
 Quality Of Design:- Company must determine what its customers
wants from its product and then design accordingly to meet the
attributes of its customers expectations.
 Quality capability of production processes:- Production
processes must be designed and built that have a capability of
producing products with the attributes wanted by customers.
 Quality of conformance:- Production facilities must then be
operated to produce products and services that meet design and
performance specifications aimed at the quality expectations of
customers.
 Quality of customer service:- All contacts between customers
and companies must be managed so that customers perceive
that they have been treated fairly.
 Organization quality culture:- The entire organization must
become energized in design, produce, and service products and
services that meet customer’s expectations.
 COSTS OF QUALITY
The costs which are associated with the quality of products and
services are known as costs of quality. These costs includes:-
• Scrap and rework:- These costs includes repairing all those
scrapped products which are produced while production process
and making them ready to use.
• Defective products in the hands of customers:- these cost
includes warranty costs, product liability suits or settlements, the
cost of return or recalls, the lost of business and goodwill.
• Detecting defects:- These includes cost of inspection, testing
and other quality control activities.
• Preventing defects:- The cost of training, revising product
designs, making changes to production processes, and other
activities aimed at improving quality and preventing defects.
TRADITIONAL QUALITY
MANAGEMENT
The traditional view of quality control is to ensure that the
customers receives quality products and services with a
rigorous system of inspection. The idea is that if there is
enough inspection, the defective product will be identified
and discarded, leaving only good products to be shipped to
customers. In this approach the crucial decision is how many
products to be inspected which is a question of economics.
The drawback with this traditional view of quality
management is that it implues quality can be isspected into
products.
 QUALITY MANAGEMENT
RECOGNITION
• ISO 9000 Standards
• Principles Of Standards
• Malcolm Baldrige National Award
• The Deming Price
 ISO 9000 STANDARDS
The International Organization for Standardization has developed a
guidelines for quality management which has been adopted by the
companies all over the world. The ISO standards has been revised
to include four groups which are listed below:-
 ISO 9000, Quality management systems– Fundamentals and
vocabulary
 ISO 9001, Quality management systems– Requirements
 ISO 9004, Quality management systems– Guidelines for
Performance Improvements
 ISO 190011, Guidelines on quality and environmental auditing
 PRINCIPLES OF ISO 9000
STANDARDS
 Customer- focused organization:- Organizations depend on their
customers and therefore should understand current and future
customer needs, should meet customer requirements and strive
to exceed customer expectations.
 Leadership:- Leaders establish unity of purpose and direction of
the organization. They should create and maintain the internal
environment in which people can become fully involved in
achieving the organization's objectives.
 Involvement Of People:- People at all levels are the essence of
an organization and their full involvement enables their abilities to
be used for the organization's benefit.
 Process approach:-    A desired result is achieved more efficiently
when activities and related resources are managed as a process.
 System approach to management:- Identifying, understanding
and managing interrelated processes as a system contributes to
the organization's effectiveness and efficiency in achieving its
objectives.
 Continual Improvement:- Continual improvement of the
organization's overall performance should be a permanent
objective of the organization.
 Factual approach to decision making:- Effective decisions are
based on the analysis of data and information.
 Mutually beneficial supplier relationship:- An organization and its
suppliers are interdependent and a mutually beneficial
relationship enhances the ability of both to create value.
 MALCOLM BALDRIGE NATIONAL
QUALITY AWARD
The Baldrige National award has great significance but perhaps more
important, it reflects the growing commitment for prominence in product
and service quality. This awards supports in improving the quality of
products and services not only among the customers but also within the
companies. The criteria for selection for this award are listed below:-
 Leadership
 Strategic Planning
 Customer and market focus
 Information and analysis
 Human Resources focus
 Process management
 Business results
 Education
 Health Care
 THE DEMING PRIZE
 This prize is awarded by the Union of Japanese Scientists and
Engineers to companies that have demonstrated successful
quality improvement programs.
 The emphasis of the prize has traditionally been on statistical
quality control as a means of improving quality.
 this prize was very early in the international movement to
recognize, reward, and encourage progress towards improving
the quality of products and services.
 TOTAL QUALITY
MANAGEMENT PROGRAMS
• Top management commitment and involvement
• Customer involvement
• Design products for quality
• Design production processes for quality
• Control production processes for quality
• Developing supplier patnerships
• Customer service, distribution, and installation
• Building teams of empowered employees
• Benchmarking and continous improvement