QUALITY MANAGEMENT

BY PINKEY GUPTA

AGENDA1. Quality characteristics of goods & services.2. Tools & techniques for quality improvement.3. 7 new quality control tools.4. Quality assurance.5. Total quality management.6. Service quality.7. Six sigma.8. Quality circle.9. ISO 9000 & 14000.

Introduction

Quality is degree to which the project fulfils requirements Quality Management includes creating and following policies and procedures to

ensure that a project meet the defined needs (from the customer’s perspective).

Juran’s Quality Triology

1.Quality Planning

2.Quality Control

3.Quality Improvem

ent

Deming’s 14 Principles

Create Constancy of

Purpose.

Adopt New Philosophy of

Quality.

Cease Dependence on Final Inspection

Wastes Should Be Eliminated

Encourage Workers.

Barriers should be Removed.

Elimination Slogans,

Exhortations for Workers.

Encourage Self-Improvement.

Encourage Education.

Eliminate Numerical Goals and Targets.

Drive Out Fear.

Institute On-The-Job Training.

Consider Total Cost, Not Just Initial Price.

Top Management Commitment.

PDCA Cycle

• Do• Check

• Plan• Act

Take Appropriate

Action.

Determine goals & targets

+ Determine methods of

reaching goals.

Engage in education &

training + Implement

Work

Check the effects of

implementation

1. Quality characteristics of goods & services.

a) Performanceb) Featuresc) Reliabilityd) Conformancee) Durabilityf) Serviceabilityg) Aestheticsh) Perception

2. Tools & techniques for quality improvement7 QC Tools

• Check Sheets.• Histogram/Bar

Charts.• Cause & Effect

Diagram.• Pareto Chart.• Process Diagram/

Flow Charts.• Statistical Process

Control Charts.

7 New QC Tools• Affinity Diagram/

KJ Method.• Relationship

Diagram.• Matrix Diagram.• Matrix Data

Analysis Diagram.• Process Decision

Programme Chart.• Arrow Diagram.

Other Tools• Quality Assurance.• Total Quality

Management(TQM)• Service Quality.• Six Sigma.

7 QC Tools

1. Check Sheets.2. Histogram/Bar Charts.3. Cause & Effect Diagram.4. Pareto Chart.5. Process Diagram/ Flow Charts.6. Statistical Process Control Charts.

1. Check Sheets

Simple data check-off sheet designed to identify type of quality problems at each work station; per shift, per machine, per operator

2. Histogram/Bar Charts.

A chart that shows the frequency distribution of observed values of a variable like service time at a bank drive-up window

Displays whether the distribution is symmetrical (normal) or skewed

3. Cause and Effect Diagrams

4. Pareto Chart

Technique that displays the degree of importance for each element Named after the 19th century Italian economist Often called the 80-20 Rule Principle is that quality problems are the result of only a few problems e.g. 80%

of the problems caused by 20% of causes

5. Process Diagram/ Flow Charts.

Used to document the detailed steps in a process Often the first step in Process Re-Engineering

6. Statistical Process Control Charts

Important tool used in Statistical Process Control – Chapter 6 The UCL and LCL are calculated limits used to show when process is in or out of

control

7 New QC Tools

1. INTER RELATIONSHIP DIAGRAPH/ Affinity Diagram/ KJ Method.

2. Tree Diagram/ Relationship Diagram.3. Matrix Diagram.4. Matrix Data Analysis Diagram.5. Process Decision Programme Chart.6. Activity Network Diagram/ Arrow Diagram.

1. INTER RELATIONSHIP DIAGRAPH/ Affinity Diagram/ KJ Method

2. Tree Diagram/ Relationship Diagram

3. Matrix Diagram

4. PRIORITIZATION MATRIX

5. PDPC

6. ACTIVITY NETWORK DIAGRAM/ Arrow Diagram

Quality Control Cause and Effect Diagram (Ishikawa Diagram or Fishbone Diagram)

Helps stimulate thinking, organize thoughts, and generate discussion Can be use to explore the factors that will result in a desire future outcome

Histogram Showing how often a particular problem/situation occurred

Pareto Chart/Diagram (80/20 principle) Histogram ordered by frequency of occurrence which used to focus attention on the most critical

issues 80% of the problems are due to 20% of the causes

Run Chart To look at history and see a pattern of variation

Scatter Diagram Regression analysis

Quality Assurance The process of auditing the quality requirement and the

result of quality control measurements to ensure appropriate quality standards and operational definitions are used.

TOTAL QUALITY MANAGEMENT (TQM) TQM is an approach to management that seeks continual improvement in

everything we do. It is concerned with the performance TQM stresses the creative involvement of everyone from the Chief Executive

Officer down, in the quest for quality. Q Circles is centred around employees, TQM is encompasses the whole org =

Total Total Quality Management is a structured system for satisfying internal and

external customers and suppliers by integrating the business environment, continuous improvement, and breakthroughs with development, improvement, and maintenance cycles while changing organizational culture.

Exceed customer expectations and achieve strategic business objectives. TQM used by profit and not-for-profit orgs

TQM = Competitiveness + Quality = Less defects Better time management Better resources management

= + competitiveness + cost effectiveness

TOTAL QUALITY MANAGEMENT (TQM)

Impetus for implementing TQM

Total Quality Management

Increased Competitiveness

Customer Demand

Globally integrated economy

Changing Product Mix

Holistic Approach to TQM

Processes Customer Suppliers

Tools

System

Teams

Six Sigma

Six Sigma for Process and Quality Improvement

ISO 9000 Guidelines for designing, manufacturing, selling, and servicing products. Selecting an ISO 9000 certified supplier provides some assurance that supplier

follows accepted business practices in areas covered by the standard Certification developed by International Organization for Standardization Set of internationally recognized quality standards Companies are periodically audited & certified ISO 9000:2000 QMS – Fundamentals and Standards ISO 9001:2000 QMS – Requirements ISO 9004:2000 QMS - Guidelines for Performance More than 40,000 companies have been certified

Elements of ISO 9000 Management Responsibility Quality System Contract Review Design Control Document and Data Control Purchasing Control of Customer

Supplied Product Product Identification and

Traceability Process Control Inspection and Testing

Control of Inspection, Measuring, and Test Equipment

Inspection and Test Status Control of Nonconforming

Product Corrective and Preventive

Action Handling, Storage, Packaging,

Preservation, and Delivery Internal Quality Audits Training Servicing Statistical Techniques

ISO14000 Series of standards covering environmental management systems,

environmental auditing, evaluation of environmental performance, environmental labeling, and life-cycle assessment.

Intent is to help organizations improve their environmental performance through documentation control, operational control, control of records, training, statistical techniques, and corrective and preventive actions.

THANK YOU