Concept of Quality Management: Different Terminologies

Quality is The totality of features and characteristics of a product or service that determine its ability to satisfy stated or implied needs.

1. Concept of Quality Management
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2. Introduction to Food Safety & Quality
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Food quality refers to attributes like color, taste, texture, and appearance.
Food safety ensures the product is free from hazards and safe to
consume.
A food item can look high-quality but still be contaminated with harmful
microbes or chemicals.
Safety is invisible…
Real-world incidents (e.g., melamine in milk, Salmonella in peanut butter)
show the impact of poor safety.
In the dairy industry, both quality and safety must go hand in hand to
protect health and maintain trust.

3. Why Food Safety Became a Major
Concern
Several major food safety incidents have occurred in recent decades, which
triggered global alarm:
Mad Cow Disease (BSE) in cattle – linked to fatal brain diseases in
humans.
Dioxin contamination – toxic chemicals entering the food chain.
Aflatoxins – fungal toxins found in grains and milk.
Sudan Red dye – a banned coloring found in food.
Melamine in milk (China), Salmonella in peanut butter (USA), and
pesticides in cold drinks (India).
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4. Fig: Food supply chain and operators’ responsibility for food quality and safety
(Source Will and Guenther, 2007)
•Food safety must be ensured “from farm to fork” — at every step of the supply chain.
•Globalization of food trade has increased the need for harmonized standards.
GAP = Good Agricultural Practices
GDP = Good Distribution Practices
GMP = Good Manufacturing Practices
GHP = Good Hygienic Practices
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5. New Quality and Food Safety
Approaches
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•Global trade & consumer demands are shifting focus from quantity to
quality-driven food systems.
•Consumers now expect food to be Safe, healthy, tasty, ethical
(animal/environment friendly)
•Markets are now demand-driven — quality & safety define competitiveness,
not just price or volume.
•Food production must meet rising national & international safety standards.
•Producers, processors, consultants, and marketers must adapt to these global
expectations.

6. Necessities for new approach
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Foodborne diseases still cause deaths despite hygiene and inspection
systems; public trust is declining.
Modern farming increases drug-resistant pathogens, raising medical
and public concerns.
Food safety is used as a non-tariff trade barrier in international
markets.
Consumers increasingly demand fresh, natural, and organic products.
Traditional inspection can't control new pathogens like prions or
emerging viruses.

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Introduction- Quality
The word “Quality” does not have meaning of best in
absolute sense
Derived from Latin word “Qualis” meaning certain kind
Basic meaning- Fitness for use
Free from defects
Degree of excellence
Broadly it may be defined as specifications or set of
characteristics which are to be met within given
tolerance limit
Quality – Degree of Excellence a product or service
provides to the customer in present and future.

8. Quality embraces many characteristics:

Physical
 Chemical
Technological
Bacteriological
Nutritional
Aesthetic
( Appearance)
quality is the amalgamation of the
characteristics that have significance in
determining the degree of acceptability of
the product to consumer
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Quality perspectives
Everyone defines Quality based on their own perspective of it.
Typical responses about the definition of quality would
include:
1.Perfection
2.Consistency
3.Eliminating waste
4.Speed of delivery
5.Compliance with policies and procedures
6.Doing it right the first time
7.Delighting or pleasing customers
8.Total customer satisfaction and service

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Contd…
User-based perspective
“fitness for intended use.”
Individuals have different needs and wants, and hence
different quality standards.
Example – Nissan offering ‘dud’ models in US markets under the
brand name Datson which the US customer didn’t prefer.
Value-based perspective
“quality product is the one that is as useful as competing
products and is sold at a lesser price.”

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Contd…
Manufacturing-based perspective
“the desirable outcome of a engineering and manufacturing
practice, or conformance to specification.”
Engineering specifications are the key!
Example: Coca-cola – “quality is about manufacturing a
product that people can depend on every time they reach for
it.”

12. Dimensions of Quality
Performance - Primary Characteristics
Features –Secondary Characteristics, Remote Control,
android based
Reliability –Consistency of Performance over time-fail
Conformance-Meeting Specifications or Standards
Durability- Useful life , Shelflife
Serviceability- how quickly does it get serviced
Aesthetics- Subjective dimensions, person's response to
look, feel, sound, taste
Perceived quality (Reputation)- Brand image
Product- TV
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13. Dimensions of Quality
Performance - Primary Characteristics
Features –Spicy, cubes, slices
Reliability –Consistent taste, flavour
Conformance-Meeting Specifications or Standards
Durability- Useful life , Shelflife
Consumer centric- how quickly complaints are listen to
and rectified
Aesthetics- Subjective dimensions, person's response to
look, ease of use
Perceived quality (Reputation)- Brand image
Product- Cheese
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Quality - evolution of ISO definition
Definition Source Remarks
Totality of characteristics of a product or
service that bear on its ability to satisfy
stated or implied needs
ISO 8402:1986
clause 3.1
Product or service was a limiting
factor. The questions of whose
needs remains unresolved
leading to the belief that
products or services that satisfy
the needs of the producer are
ones of acceptable quality.
Totality of characteristics of an entity
that bear on its ability to satisfy stated
or implied needs
ISO 8402:1994
clause 2.1
The limiting factor was removed
by use of the term entity but the
issue of whose needs remains
unresolved
The degree to which a set of inherent
characteristics fulfils requirements
ISO 9000:2000
clause 3.1.1
ISO 9000:2005
clause 3.1.1
The word entity has been
removed possibly because it
didn't translate well. However,
the issue of whose requirements
remains unresolved
Degree to which a set of inherent
characteristics of an object fulfils
requirements
SO 9000:2015
clause 3.6.2
The word entity has now been
reintroduced and replaced by
the word object but the issue of
whose requirements remains
unresolved

15. Quality as per ISO 9000
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The term quality is defined in ISO 9000 as the degree to which a set of inherent
characteristics of an object fulfils requirements.
Note that:
1.“degree” implies quality is a variable
2.“a set of” implies quality is not a single characteristic
3.“inherent” as opposed to "assigned", means existing in the object therefore
neither price nor delivery is a quality characteristic of a product but can be a
characteristic of a service
4.“object” means anything perceivable or conceivable therefore the term quality
can be used relative to both tangible and intangible objects e.g. the quality of
commitment.
5.“requirement” means a need or expectation that is stated, generally implied
or obligatory

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Needs, expectations, requirements and wants
i) Needs are essential for life, to maintain certain standards or essential for
products and services to fulfil the purpose for which they have been acquired.
ii) Requirements are what we request of others and may encompass our needs but
often we don't fully realize what we need until after we have made our request.
For example,
We own a mobile phone, we later discover we need hands free operation while
driving and didn't think to ask at the time of purchase. Hence our requirements at
the moment of sale may or may not express all our needs.
Our requirements may include wants - what we would like to have but its not
practical.
For example, we want a cheap computer but we need a top of the range model for
what we need it to do for us.

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iii) Expectations are implied needs or requirements. They have not been
requested because we take them for granted - we regard them to be understood
within our particular society as the accepted norm. They may be things to which we
are accustomed based on fashion, style, trends or previous experience.
Example:
one expects sales staff to be polite and courteous,
electronic products to be safe and reliable,
food to be fresh and uncontaminated,
tap water to be potable,
policemen to be honest and people or organizations to do what they promise to do.
In particular we expect goods and services to comply with the relevant laws
of the country of sale and expect the supplier to know which laws apply.
iv) Desires are our innermost feelings about ourselves and our surroundings,
what we would like most.

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Why focus on quality?
Globalization/ liberalization
Technological advances in food
processing (e.g. Nanotechnology, Genetic
engineering)
New hazards and concerns
Increased consumer awareness
Stricter regulatory frame works

19. Total Quality Control
Quality cant not be achieved only by QC deptt
Coordination and cooperation of all functions needed
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20. How quality is Judged?
Judged by Subjective and Objective tests.
Subjective tests: Sensory tests
Objective tests: Chemical, Microbiological and Nutritional
tests ( performed in laboratory)
Quality

Controlled or Assured.

21. QC & QA Concepts
A food industry quality management system is a structured and documented set
of food quality and safety activities.
The main objective is to enable the company to consistently produce food that
meets all quality and safety standards.
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22. Chronology of Quality Evolution
1900 1920 1940 1960 1980 1990 2000
Craftsman
Foreman
Inspection
SQC
TQC
TQC &CWQC
Evolution
Years
TQM
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23. Other Definition:
 As per American Society for Quality, quality control is the observation
technique and activities used to fulfill requirements for quality.
“Quality control is a failure detection system that uses a testing technique to
identify errors or flaws in products and tests the end products at specified
intervals.”
What is quality control ?
“Quality control involves the set of activities used to ensure
that the products and services meet / fulfill requirements
for quality”
Traditionally Q.C is a laboratory function only
-Analysis of samples i.e testing and judging of raw materials/ and
finished products for acceptance or rejection.
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24. What is quality control ?----- contd
Purpose & Aim:
To ensure that products are with in the well defined and accepted
standards therby protecting the legal and health rights of consumers
and financial interests of producers / manufacturers.
Limitations:
Recall of products is more because products are tested in the last stage or as
finished products.
Impact on reputation of the company.
Detection rather than prevention
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25. Implementation of effective QC:
Decide which specific standards the product must meet
Then the extent of QC actions be determined
Next, real-world data must be collected and the results
reported to management personnel
After this, corrective action must be decided upon and
taken
If too many unit failures occur, a plan must be devised to
improve the production or service process and then that
plan must be put into action
Finally, the QC process must be ongoing to ensure that
remedial efforts, if required, have produced satisfactory
results and to immediately detect recurrences or new
instances of trouble
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26. Responsibilities of QC Department:
Inspection of supplies and materials
Inspection of raw products
Scheduling of operations
Measurement of production efficiency
Measurement of equipment efficiency
Inspection of the finished product
Warehousing controls
Shipping and storage controls
Preparation of specifications and procedures in written
handbook form
Preparation of statistical procedures and schedules
Sanitation inspections
Conformance to local and federal regulations
Waste disposal control
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27. Quality Assurance
“ Quality assurance is the set of activities that ensures the
quality levels of products and services are properly maintained
and that the supplier and customer quality issues are properly
resolved”
-Gives adequate confidence that product or service will satisfy given
requirements for quality.
Purpose/ Aim:
Internal purpose: Within an organization Q.A provides confidence to the
management
External purpose: Out side the organization provides confidence to consumers
or others
Compared to Q.C, Q.A is much wider in the sense, it demands full control over
the quality of raw materials, control over the process at different levels and
control over distribution set up etc.
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28. Principles of quality assurance
Quality Assurance programme can be implemented by using the
following principles:
1.Raw material control: All raw materials to be used in a particular
product ( raw milk/ fruits/grains/ vegetables, water, salt, sugars,
sweeteners, flavourings, colors, detergents, sanitizers, packaging
mayerial etc.)
2.Process control: Temp/ time combination in pastn/ Sterlization
process, Sugar level in case of SCM ( e.g shuld be min 65% to check
the growth of M.O), salt in butter, Annato in butter, Antioxidants in
fat rich products, stabilizer/ emulsifiers in ice cream etc)
3. Finished product inspection: Testing of finished product as per
legal/ voluntary standards.
Advantages: Product recall rate is considerably minimized.
prevention rather than Detection
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29. Quality Control vs Quality Assurance
Both terms are often used interchangeably.
However, these are different in meaning as well as
purpose.
A) Approach:
• Quality guarantee or assurance is based on process
approach.
• Quality control is product-based approach.
B) Sequence:
• Assurance of quality is a proactive or preventive
process to avoid defects.
• Quality control is a corrective process to identify the
defects in order to correct them.
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30. Quality Control vs Quality Assurance contd…
C) Activities:
• Managers, customers, and third party auditors perform
QA activities.
• These activities include process documentation,
establishing standards, developing checklists, conducting
internal & external audits and training.
• Production officers, inspectors, and supervisors on the
shop floor perform QC activities.
• These activities include performing and receiving
inspection, final inspection, in-process inspection etc.
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31. Quality Control vs Quality Assurance contd…
D) Interdependence:
Both, quality control and assurance of quality are
largely interdependent.
The QA department relies mostly on the feedback
provided by the QC department.
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32. Quality Control vs Quality Assurance contd…
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Quality Control Quality Assurance
Product oriented Process oriented
Reactive approach Proactive approach
Corrective action Preventive action
Focuses on testing for qualityFocuses on building in quality
Detects defects Prevents defects
Meant for implementing the
process developed by a team
Meant for developing and
organizing the best quality process
Makes sure that the results of what
you have done are what you
expected
Makes sure that you are doing the
right thing the right way

33. Developing A Quality Assurance Plan:
Quality assurance plan is one of the most important
aspects in the successful implementation of any quality
system within the organization.
1.To decide the objective of the project
2. To determine all the processes required for
accomplishing the project successfully
3. Planning the quality control activities in order to assure
the good quality of the deliverables
4. Planning for the resources required in successfully
implementing the quality assurance plan
5. To circulate final plan to the management and the other
concerned personals for review
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34. Quality Assurance Audits
Functions:
Ensure that the systems are in place and
being followed religiously to provide good
quality to the customers.
Highlights the need for any improvement in
the systems in order to consistently deliver
good quality products or services.
Make sure that the organization is following
the legal and regulatory requirements.
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35. QA Audits contd…
Types:
Audits carried out in an
organization as a part of QA programme
are of six types:
System Audit
Product or Service Audit
Department Audit
Process Audit
Conformance Audit
Compliance Audit
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36. Importance/Need of Food Quality Assurance
Systems
Gaining importance in the past few years within the food
industry.
Quality assurance has become a necessary component of
the food service business with the adoption of analysis and
control systems for food safety.
The reasons for implementing the food quality assurance
programs are:
Customer expectations
Environmental concerns
Organic Foods
Technology
Regulatory requirements
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37. Global Food Safety Concepts
in Dairy
Term Full Form Meaning Example
ALOP
Appropriate Level of
Protection
Public health goal to
minimize risk
1 illness per
1,00,000 people/year
from Listeria in milk
FSO
Food Safety
Objective
Maximum allowable
level of hazard at
consumption
Listeria ≤ 100
CFU/mL in
pasteurized milk
ALR
Acceptable Level of
Risk
Degree of risk that is
accepted
1 case/10 lakh liters
of yogurt
TLR
Tolerable Level of
Risk
Risk tolerated
though not accepted
Minor presence of S.
aureus in raw milk
due to practical
constraints
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