Quality introduction for Quality Management System

Quality, Dimension of Quality, Quality of Principle

1. Roshan H. Khetade. S.K.B. College of Pharmacy, Kamptee Introduction to Quality 1 nba-qms-2018-19

2. Overview: What is Quality? Evolution of Quality ( History of Quality ) Dimensions of Quality Principles (Deming’s) 2 nba-qms-2018-19

3. What is Quality 3 nba-qms-2018-19

4. Consumers may focus on the specification/price/value of a product/service, or how it compares to competitors in the marketplace. Quality is a Perceptual Conditional Somewhat Subjective attribute May be understood differently by different people Producers might measure the conformance to specification, or degree to which the product/service was produced correctly. Support personnel may measure quality in the degree that a product is reliable, maintainable or sustainable. 4 nba-qms-2018-19

5. What is Quality (Definitions) Conformance to specifications (British Defense Industries Quality Assurance Panel) Conformance to requirements (Philip Crosby) Fitness for purpose or use ( Juran ) A predictable degree of uniformity and dependability, at low cost and suited to the market (Edward Deming) 5 nba-qms-2018-19

6. Synonymous with customer needs and expectations (R J Mortiboys ) Meeting the (stated) requirements of the customer- now and in the future (Mike Robinson) T he total composite product and service characteristics of marketing, engineering, manufacturing and maintenance through which the product and service in use will meet the expectations by the customer (Armand Feigenbaum ) What is Quality (Definitions) 6 nba-qms-2018-19

7. The degree to which a system, component, or process meets (1) specified requirements , and (2) customer or users needs or expectations The totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs” ISO 8402 Degree to which a set of inherent characteristics fulfils the requirements ISO 9000:2000 What is Quality (Definitions) 7 nba-qms-2018-19

8. Transcendent Approach Quality is absolute and universally recognisable. It is common notion used by laymen There is no subjective judgement and is estimated by looking at the product Product Based Approach Attributes of a particular product in a specific category These attributes are accepted as bench of quality by the industry Others in the same industry try to produce close to this quality Approaches to Define Quality 8 nba-qms-2018-19

9. User Based Approach Defined as “ Fitness for use ” Viewed from user’s perspective and is dependent on how well does the product meet needs of the consumer. Also known as Customer Oriented Approach Production Based Approach An outcome of engineering or operational excellence and is measured in terms of quality of conformance The producer has specifications and produces the product as per the specifications Approaches to Define Quality 9 nba-qms-2018-19

10. Value Based Approach Quality is viewed in context of price Quality is satisfactory, if it provides desired performance at an acceptable price Customer looks at the total value proposition and not the price alone . Approaches to Define Quality Manufacturing Based Approach Quality is viewed in context of conformance to specifications Performance, features, Reliability etc. 10 nba-qms-2018-19

11. Concept of Quality Multiple dimensions Variety of phenomena Changing through time Changing with the activity sector Different from author and place 11 nba-qms-2018-19

12. More about Quality Quality is a Journey, not a Destination It is realistic but demanding STANDARDS; Getting things RIGHT FIRST TIME ; ‘ It costs less to prevent a problem than it does to correct it ’ It Influences the relationship with CUSTOMERS; It Influences how COMPLAINTS are dealt with; Something to do with how things LOOK and FEEL 12 nba-qms-2018-19

13. More about Quality So Quality of a product or services is its ability to satisfy the needs and expectations of the customer. Quality can also defined as excellence in the product or service that fulfills or exceeds the expectations of the customer. Though quality is an abstract perception, it has a quantitative measure- Q= (P / E) , where Q=Quality, P= Performance(as measured by the Mfgr .), and E = Expectations( of the customer) 13 nba-qms-2018-19

14. More about Quality Quality is not fine-tuning your product at the final stage of manufacturing, before packaging and shipping . Quality is in-built into the product at every stage from conceiving –specification & design stages to prototyping –testing and manufacturing stages . 14 nba-qms-2018-19

15. Evolution of Quality 1980 – Total Quality 1970 – Quality Management Programs 1960 – Quality Warranty 1930 – Statistical Control 1920 – Inspection 1900 – Supervision Before 1900 – Manpower predominance 1990 - … - Excellence Models 2000 - ... 15 nba-qms-2018-19

16. Evolution of Quality Earliest i.e. (“On the eighth day of May [1382]”) documented evidence of quality concern – A merchant named John Welburgham of Canterbury was fined six pence for selling two cooked fishes that were “ rotten and stinking and unwholesome .” The fine was imposed by the Mayor of the town against the complaint by six citizens of the town. Biggest reason for concern for quality : scarcity of resources. Food production/productivity was less and starvation was a real possibility. Consumer goods, being handcrafted, were extremely expensive. 16 nba-qms-2018-19

17. Evolution of Quality B.C. era structures in India and Egypt show evidence of measurement and inspection . e.g. precisely cut stones for pyramids, forts. “ Quality ” of those structures was due to consistent use of well-developed methods and procedures and precise measurement devices. Evidence of quality assurance . Before Industrial Revolution, skilled craftsmen served both as manufacturers and inspectors , building quality into their products through their considerable pride in their workmanship. During this time, quality assurance was informal . Efforts were directed to building quality into the final product. 17 nba-qms-2018-19

18. 1920 - Inspection The Bell story In early 1900s Western Electric Company started an inspection department to support Bell operating companies . Through massive inspection efforts, it achieved a reputation in the field of quality. So employees of Western Electric were transferred to Bell Telephone Laboratories in 1920s. To develop theories and methods for improving and maintaining quality Industrial Revolution mass production unit verification defective product Taylor's conception of work Measurement, comparison and verification activities. Focus on the quantity produced 18 nba-qms-2018-19

19. 1930 – Statistical Control Sampling inspection Use of statistical tools. First concerns regarding prevention. identification of causes for defective products Focus on the finished product 19 nba-qms-2018-19

20. 1930 – Statistical Control Some Basic Quality Tools: Flowcharts and Process Maps. Check lists Cause-effect diagrams Histograms. Scatter diagrams Control charts. 20 nba-qms-2018-19

21. 1960 – Quality Warranty First quality standards Customers’ specifications Preventive actions System’s approach Started the concern about involving everyone in the organization. Focus on the manufacturing process. 21 nba-qms-2018-19

22. 1970 – Quality Management Programs Evolution from the Quality Warranty phase. Integration of quality on global management Quality Circles Audit Focus on the work process 22 nba-qms-2018-19

23. 1980 – Total Quality Management Principles Responsibility delegation Staff autonomy Satisfaction of needs and expectations Struggle for improvement Adaptation needs Change management Focus on the organizational process 23 nba-qms-2018-19

24. 1980 – Total Quality Quality Management System: a set of organisational measures which transmit maximum confidence that a given quality level is being achieved with the adequate resource consumption. Characteristics: External focus: at the client Global approach and as an integral component of the organization strategy Horizontal vision within the organization, from top management to staff. Includes all the concerned parts. Continuous learning and adaptation to change. 24 nba-qms-2018-19

25. 1980 – Total Quality Tools and methodologies : Re-engineering . QFD – Quality Function Deployment. Benchmarking. Inquiries: clients and staff. Brainstorming. Balanced Scorecard 25 nba-qms-2018-19 Quality Function Deployment  ( QFD ) is a structured approach to defining customer needs or requirements and translating them into specific plans to produce products to meet those needs. Benchmarking  is a process of measuring the performance of a company's products, services, or processes against those of another business considered to be the best in the industry, aka “best in class.” The point of  benchmarking  is to identify internal opportunities for improvement. A  balanced scorecard  is a performance metric used in strategic management to identify and improve various internal functions of a business and their resulting external outcomes Process for generating creative ideas and solutions through intensive and freewheeling group discussion. ... Analysis, discussion, or criticism of the aired ideas is allowed only when the brainstorming  session is over and evaluation session begins

26. 1990 - onwards – Excellence Models Orientation guide. Flexible and adaptable instrument Self-assessment and continuous improvement models Support on the pathway to excellence Focus on customer 26 nba-qms-2018-19

27. Current and Future To ensure that managers don’t lose sight of the basic principles on which quality management and performance excellence are based. A key challenge is to allocate the necessary resources to maintain a focus on quality, particularly in times of economic downturns. quality is a race without a finish line. Future challenges Partnerships, Learning systems Adaptability and speed of change Environmental sustainability Globalization Knowledge focus Customization and differentiation Shifting demographics. 27 nba-qms-2018-19

28. Evolution of Quality summarised 28 nba-qms-2018-19

29. Evolution of Quality summarised Mass Inspection Inspecting Salvaging Sorting Grading Rectifying Rejecting Quality Control Quality manuals Product testing using SQC Basic quality planning Quality Assurance Emphasis on prevention Proactive approach using SPC Advance quality planning Total Quality Control All aspects of quality of inputs Testing equipments Control on processes 29 nba-qms-2018-19

30. Evolution of Quality summarised Inspection Quality Control Quality Assurance Total Quality Management Reactive Approach Proactive Approach Detection Finding & Fixing mistakes Prevention Stop defects at source. Zero defects 1 2 3 4 Incorporates QC/QA activities into a company-wide system aimed at satisfying the customer. (involves all organizational functions) Planned and systematic actions to insure that products or services conform to company requirements Operational techniques to make inspection more efficient & to reduce the costs of quality. (example: SPC) Inspect products 30 nba-qms-2018-19

31. Quality Meeting specifications Meeting customer needs / expectation Transparency of service delivery Process control Achieving desired results Continuous Improvement Competitive advantage Added value for society Best value for price Cost effectiveness Performance measurement More for less Satisfaction of stakeholders Doing the right things Doing things right Doing the right things right 31 nba-qms-2018-19

32. Quality Small improvements in processes Identifying and describing processes Quality control to meet specifications Quality control and financial control are divided. 1 Customer orientation Improvement of results Improvement of management & Organisation Balanced steering of management 2 ISO 9000: 2000 Focus of potential customer Improvement of staff development Improvement of flexibility of the organisation Results in terms of added value for society 3 32 nba-qms-2018-19

33. Advantages of Quality Higher customer satisfaction Reliable products/services Better efficiency of operations More productivity & profit Better morale of work force Less wastage costs Less Inspection costs Improved process More market share Spread of happiness & prosperity Better quality of life for all 33 nba-qms-2018-19

34. Disdvantages of Quality Low customer satisfaction Low productivity , sales & profit Low morale of workforce More re-work , material & labour costs High inspection costs High repair costs Higher inventory costs Greater waste of material Low customer acceptance Susceptible to competition 34 nba-qms-2018-19

35. THANK YOU… 35 nba-qms-2018-19

36. Quality – an Approach Value Warranty Conformance Control Responsibility Assessment Zero defects Loyalty Satisfaction Efficiency Effectiveness Expectations Rights Duties Ethics 36 nba-qms-2018-19