01-terminologies & definitions in tqm

5/12/2018 01-Terminologies & Definitions in TQM - slidepdf.com

http://slidepdf.com/reader/full/01-terminologies-definitions-in-tqm 1/14

11

SOME TERMINOLOGIESSOME TERMINOLOGIES

& DEFINITIONS IN TQM& DEFINITIONS IN TQM

D:D:\\Dr. NasirDr. Nasir\\BSIMBSIM\\TQM 6th Semester (2008TQM 6th Semester (2008--12)12)\\SlidesSlides\\0101--Terminologies & Definitions in TQM.pptTerminologies & Definitions in TQM.ppt

B.Sc. (Engg) Industrial Engineering & Management,B.Sc. (Engg) Industrial Engineering & Management,

6 6 th th Semester (Session: 2008 Semester (Session: 2008- -2012)2012)

Dated: 29.09.2011 (Revised)Dated: 29.09.2011 (Revised)

STUDENTS COPYSTUDENTS COPY



22

QUALITYQUALITY

QualityQuality is the totality of features andis the totality of features andcharacteristics of a product or service that bearcharacteristics of a product or service that bearon its ability to satisfy stated or implied needson its ability to satisfy stated or implied needs

(ISO 9001).(ISO 9001).Fitness for purpose.Fitness for purpose.

Meeting customer requirements.Meeting customer requirements.

Conformance to specifications.Conformance to specifications.

Total loss generated by a product to the society fromTotal loss generated by a product to the society fromthe time it is shipped. (Taguchi)the time it is shipped. (Taguchi)

Effect of priceEffect of price gradesgrades

Q = P/EQ = P/E

(Q = Quality, P = Perception, E = Expectation)(Q = Quality, P = Perception, E = Expectation)



33

THE DIMENSIONS OF QUALITY (NINE)THE DIMENSIONS OF QUALITY (NINE)

DimensionsDimensions Meaning & ExampleMeaning & Example

PerformancePerformance Primary product characteristics, such as the brightness of thePrimary product characteristics, such as the brightness of thepicturepicture

FeaturesFeatures Secondary characteristics, added features, such as remoteSecondary characteristics, added features, such as remotecontrolcontrol

ConformanceConformance Meeting specifications or industry standards, workmanshipMeeting specifications or industry standards, workmanship

ReliabilityReliability Consistency of performance over time, average time for theConsistency of performance over time, average time for theunit to failunit to fail

DurabilityDurability Useful life, includes repairUseful life, includes repair

ServiceService Resolution of problems and complaints, ease of repairResolution of problems and complaints, ease of repair

ResponseResponse HumanHuman--toto--human interface, such as the courtesy of the dealerhuman interface, such as the courtesy of the dealer

Aesthetics Aesthetics Sensory characteristics, such as exterior finishSensory characteristics, such as exterior finish

ReputationReputation Past performance and other intangibles, such as being rankedPast performance and other intangibles, such as being rankedfirst first

¨ ¨ Dimensions are somewhat independent;Dimensions are somewhat independent;

¨ ¨ A product unlikely to excel in all. A product unlikely to excel in all.



44

QUALITY SYSTEMQUALITY SYSTEM

¨ ¨ Quality SystemQuality System is the organizationalis the organizationalstructures, responsibilities,structures, responsibilities,

process/processes, and resources forprocess/processes, and resources forimplementing Quality Management.implementing Quality Management.



55

QUALITY MANAGEMENTQUALITY MANAGEMENT

SYSTEMSYSTEM¨ ¨ Quality Management SystemQuality Management System is ais a

systematic set of operating proceduressystematic set of operating procedures

which is company wide, documented,which is company wide, documented,implemented and maintained, whichimplemented and maintained, whichmeets customers requirements andmeets customers requirements and

satisfaction, while ensuring growth insatisfaction, while ensuring growth inbusiness in a consistent manner.business in a consistent manner.



66

TOTAL QUALITY MANAGEMENTTOTAL QUALITY MANAGEMENT

¨ ¨ TQMTQM is both a philosophy and a set of guidingis both a philosophy and a set of guidingprinciples that represent the foundation of aprinciples that represent the foundation of a

continuously improving organization. It is thecontinuously improving organization. It is theapplication of quantitative methods and humanapplication of quantitative methods and humanresources to improve all the processes within anresources to improve all the processes within anorganization and exceed customer needs noworganization and exceed customer needs nowand in the future. TQM integrates fundamentaland in the future. TQM integrates fundamental

management techniques, existing improvement management techniques, existing improvement efforts, and technical tools under a disciplinedefforts, and technical tools under a disciplinedapproach;approach;



77

QUALITY CONTROLQUALITY CONTROL

¨ ¨ Quality ControlQuality Control is the operationalis the operationaltechniques and activities that are used totechniques and activities that are used to

fulfill requirements for Quality. (e.g.fulfill requirements for Quality. (e.g.Inspection and Techniques).Inspection and Techniques).



88

QUALITY ASSURANCEQUALITY ASSURANCE

¨ ¨ Quality AssuranceQuality Assurance is all systematic andis all systematic andplanned actions which are necessary toplanned actions which are necessary to

provide adequate confidence that aprovide adequate confidence that aproduct or service will satisfy givenproduct or service will satisfy givenrequirements for quality.requirements for quality.



99

QUALITY POLICYQUALITY POLICY

¨ ¨ Quality PolicyQuality Policy is the mission statement is the mission statement of the organization which is consistent of the organization which is consistent

with other organizational policies, and iswith other organizational policies, and isunderstood, implemented, and reviewedunderstood, implemented, and reviewedat all level of the organizations.at all level of the organizations.



1010

QUALITY OBJECTIVESQUALITY OBJECTIVES

¨ ¨ Quality ObjectivesQuality Objectives are measurableare measurablegoals pertaining to quality, fitness for use,goals pertaining to quality, fitness for use,

performance, safety, and dependabilityperformance, safety, and dependabilitywhich is consistent with the quality policywhich is consistent with the quality policyand which reflect the satisfaction of and which reflect the satisfaction of

customers requirements.customers requirements.



1111

QUALITY MANUALQUALITY MANUAL

¨ ¨ Main document used to demonstrate orMain document used to demonstrate ordescribe a documented quality system.describe a documented quality system.

¨ ¨ A sign A sign--post or map of a quality system.post or map of a quality system.



1212

QUALITY PROCEDURESQUALITY PROCEDURES

¨ ¨ Quality ProceduresQuality Procedures are elements,are elements,requirements and descriptions of processrequirements and descriptions of process

adopted by an Organization for its qualityadopted by an Organization for its qualitysystem, which are documented in ansystem, which are documented in anorderly and understandable manner.orderly and understandable manner.



1313

QUALITY RECORDSQUALITY RECORDS

¨ ¨ Quality RecordsQuality Records All evidence in any All evidence in anyform (whether on paper, magnetic disks,form (whether on paper, magnetic disks,

software or other form of recordings)software or other form of recordings)which demonstrate conformance towhich demonstrate conformance tospecified requirements, and the effectivespecified requirements, and the effective

operation of the quality system.operation of the quality system.



1414

QUALITY COSTSQUALITY COSTS

¨ ¨ Quality CostsQuality Costs All corrective, All corrective,preventive, inspecting, and opportunitiespreventive, inspecting, and opportunities

lost as a result of not meeting customerlost as a result of not meeting customerrequirements.requirements.

01-terminologies & definitions in tqm

Documents