01-Terminologies & Definitions in TQM

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SOME TERMINOLOGIES & DEFINITIONS IN TQMB.Sc. (Engg) Industrial Engineering & Management, 6th Semester (Session: 2008-2012) 2008Dated: 29.09.2011 (Revised)

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QUALITYQuality is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs (ISO 9001). Fitness for purpose. Meeting customer requirements. Conformance to specifications. Total loss generated by a product to the society from the time it is shipped. (Taguchi) Effect of price grades Q = P/E (Q = Quality, P = Perception, E = Expectation)2

THE DIMENSIONS OF QUALITY (NINE)Dimensions Performance Features Conformance Reliability Durability Service Response Aesthetics Reputation Meaning & Example Primary product characteristics, such as the brightness of the picture Secondary characteristics, added features, such as remote control Meeting specifications or industry standards, workmanship Consistency of performance over time, average time for the unit to fail Useful life, includes repair Resolution of problems and complaints, ease of repair Human-to-human interface, such as the courtesy of the dealer Human-toSensory characteristics, such as exterior finish Past performance and other intangibles, such as being ranked first

Dimensions are somewhat independent; A product unlikely to excel in all.3

QUALITY SYSTEMQuality System is the organizational structures, responsibilities, process/processes, and resources for implementing Quality Management.


QUALITY MANAGEMENT SYSTEMQuality Management System is a systematic set of operating procedures which is company wide, documented, implemented and maintained, which meets customers requirements and satisfaction, while ensuring growth in business in a consistent manner.


TOTAL QUALITY MANAGEMENT TQM is both a philosophy and a set of guiding principles that represent the foundation of a continuously improving organization. It is the application of quantitative methods and human resources to improve all the processes within an organization and exceed customer needs now and in the future. TQM integrates fundamental management techniques, existing improvement efforts, and technical tools under a disciplined approach;6

QUALITY CONTROLQuality Control is the operational techniques and activities that are used to fulfill requirements for Quality. (e.g. Inspection and Techniques).


QUALITY ASSURANCEQuality Assurance is all systematic and planned actions which are necessary to provide adequate confidence that a product or service will satisfy given requirements for quality.


QUALITY POLICYQuality Policy is 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.


QUALITY OBJECTIVESQuality 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.


QUALITY MANUALMain document used to demonstrate or describe a documented quality system. A sign-post or map of a quality system. sign-


QUALITY PROCEDURESQuality Procedures are elements,requirements and descriptions of process adopted by an Organization for its quality system, which are documented in an orderly and understandable manner.


QUALITY RECORDSQuality 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.


QUALITY COSTSQuality Costs All corrective, preventive, inspecting, and opportunities lost as a result of not meeting customer requirements.