Unit 1(Concepts of Quality Management).pptx

Quality Mnagement

1. Basic Concepts of Quality UNIT I

2. Defining Quality Think about a product you bought. How can you define its “quality”?

3. QUALITY Perfection Fast Delivery Usable Product Eliminating Waste Fitness to Use Consistency Total customer service and satisfaction

4. QUALITY Quality is a dynamic state associated with the products, people, processes and environments that meets or exceeding the expectations of the customers . It is a ratio of performance to expectations of the customer Quality (Q)= Performance (P) / Expectations (E) If Q = 1, customer is satisfied. Q ˂1, customer is not satisfied Q ˃1, customer is delighted

5. Conformance to specifications (British Defense Industries Quality Assurance Panel) Conformance to requirements (Philip Crosby) Fitness for purpose or use ( Juran )

6. A predictable degree of uniformity and dependability, at low cost and suited to the market (Edward Deming) Synonymous with customer needs and expectations (R J Mortiboys ) Meeting the (stated) requirements of the customer- now and in the future (Mike Robinson)

7. According to ASQ Quality is totality of features and characteristics of a product or services that bear on its ability to satisfy a given need.

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11. Quality A measure of excellence or a state of being free from defects, deficiencies and significant variations. ISO 8402-1986 standard defines quality as "the totality of features and characteristics of a product or service that bears its ability to satisfy stated or implied needs.“

12. What is Quality ? There are so many definitions for Quality. Quality is….. Based on judgments by an individual or organization Fitness for purpose Corresponds to a rating Based on acceptable performance Meeting goals Meeting requirements

13. Quality in different areas of society Area Examples Airlines Health Care Food Services Postal Services Academia Consumer Products Insurance Automotive Communications

14. Quality: Different Areas Area Examples Airlines On-time, comfortable, low-cost service , safety Health Care Correct diagnosis, minimum wait time, lower cost, security Food Services Good food , fast delivery, good environment Postal Services fast delivery, correct delivery, cost containment Academia Proper preparation for future, on-time knowledge delivery Consumer Products Properly made, defect-free, cost effective Insurance Payoff on time, reasonable cost Automotive Defect-free , comfort, highly reliable Communications Clearer, faster, cheaper service

15. MODERN SAFETY/QUALITY CONCEPT IN AVIATION Detachable cabin

16. MODERN SAFETY CONCEPT IN AUTOMOBILE Anti-lock Braking System (ABS) Airbag system Cornering light system LED screen mirror

17. BRIEF HISTORY OF QUALITY METHODOLOGY It has taken place in four stages: Quality Inspection (QI) Quality Control (QC) Quality Assurance (QA) Total Quality Management (TQM) Six Sigma

18. BRIEF HISTORY OF QUALITY METHODOLOGY Quality Inspection (QI): First stage started in 1910 s when Ford motor company’s popular car made the ‘T’ model rolled off the product line Q uality inspection is one of the main checkpoints that manufacturers rely on to ensure quality control measures are being met. From  pre-production inspections to end-of-line inspections , quality engineers have several opportunities to spot defects and address problems before they impact the customer

19. BRIEF HISTORY OF QUALITY METHODOLOGY Quality Control (QC): 1924 With further industrial development came the second stage of Quality development, when the quality was controlled by supervised skill, written, specification , measurement and standardization 1) Quality manual 2) Performance data 3) Self inspection 4) Product testing 5) Quality plan 6) Use of statistics

20. Quality Control: ASQ defines quality control  as “part of quality management focused on fulfilling quality requirements” or “the operational techniques and activities used to fulfill requirements for quality .”

21. BRIEF HISTORY OF QUALITY METHODOLOGY Quality Assurance (QA): 1950 Quality assurance  ( QA ) is a way of preventing mistakes or defects in manufactured products and avoiding problems when delivering solutions or services to customers; which  ISO 9000  defines as "part of  quality management  focused on providing confidence that quality requirements will be fulfilled ". This defect prevention in quality assurance differs subtly from defect detection and rejection in  quality control , and has been referred to as a  shift left  as it focuses on quality earlier in the process. The terms "quality assurance" and "quality control" are often used interchangeably to refer to ways of ensuring the quality of a service or product

22. History of Quality 24 Inspection SPC DOE Taguchi QMS Six Sigma TIME

23. Dimensions of Quality Performance Will the product/service do the intended job? Basic function Reliability MTBF How often does the product/service fail?

24. Durability How long does the product/service last? Serviceability How easy to repair the product to solve the problems in service?

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26. Aesthetics What does the product/service look/smell/sound/feel like?

27. Features What does the product do/ service give? 29

28. Perceived Quality: What is the reputation of the company or its products/services?

29. Perceived Quality: What is the reputation of the company or its products/services ? Conformance to Standards : Is the product/service made exactly as the designer/standard intended?

30. Total Quality Management

31. Total Quality Management The focus of the process is to improve the quality of an organizations outputs, including goods and services, through continual improvement of internal practices.

32. Total quality management is a management approach of an organization centered on quality, based on the participation of all its members and aiming at long term success through customer satisfaction and benefits to all members of the organization and the society.

33. Elements of TQM

34. QUALITY COSTS Costs of quality  or  quality costs  does not mean the use of  expensive or very highly quality materials to manufacture a product. The term refers to the costs that are incurred to prevent, detect and remove defects from products. Quality costs are categorized into four main types. Theses are:

35. 8/18/2023 39 Cost of Quality Broken down into two classifications and four categories Conformance – confirming standards Prevention costs Appraisal costs Non conformance – Non conforming standards Internal failure costs External failure costs

36. Prevention costs Appraisal costs Internal failure costs External failure costs

37. Prevention cost: It is much better to prevent defects rather than finding and removing them from products. The costs incurred to avoid or minimize the number of defects at first place are known as prevention costs. Some examples of prevention costs are improvement of manufacturing processes , workers training, quality engineering , statistical process control etc.

38.     Appraisal costs: appraisal costs also known as  inspection costs are those cost that are incurred to identify defective products before they are shipped to customers. All costs associated with the activities that are performed during manufacturing processes to ensure required quality standards are also included in this category.

39. Example: Test and inspection of incoming materials Final product testing and inspection Supplies used in testing and inspection

40. Internal failure costs  : internal failure  costs are those costs that are incurred to remove defects from the products before shipping them to customers. Examples of internal failure cost: Net cost of scrap Net cost of spoilage Rework labour and overhead Re-inspection of reworked products

41. External failure costs: costs  associated with defects found after the customer receives the product or service External failure costs include warranties , replacements , lost sales because of bad reputation , payment for damages arising from the use of defective products etc. The shipment of defective products can dissatisfy customers , damage goodwill and reduce sales and profits.

42. 58 Quality Circle QC is a form of participative management QC is Problem solving technique

43. 59 Quality Circle Voluntary groups of employees who work on similar tasks or share an area of responsibility They agree to meet on a regular basis to discuss & solve problems related to work. They operate on the principle that employee participation in decision-making and problem-solving improves the quality of work

44. 60 Scope of QC QCs are applicable, where there is scope for group based solutions of work related problems Scope of QCs is not limited to Industry or manufacturing firms only but are relevant for any other organizations, schools, hospitals, Universities, Banks, Research Institutes, Govt. Office, Homes etc.. Not limited to the narrow definition of Quality Check but is concerned with Total Customer Satisfaction

45. 61 Objectives a) Change in Attitude : From "I don’t care" to "I do care" Continuous improvement in quality of work life through humanization of work. b) Self Development: Bring out ‘Hidden Potential’ of people (People get to learn additional skills) c) Development of Team Spirit : Eliminate inter departmental conflicts. d) Improved Organizational Culture : Positive working environment. Total involvement of people at all levels.

46. 62 Quality Circle: Basic steps Problem Identification Data collection & analysis Generate Alternative Solution Select the Best solution Prepare Plan of Action Present Solution to Management Implement & Monitor

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48. 64 What is the best solution? Which does not involve cost or has the least cost implications Which can be executed without dependency on other unit or agency Which can be executed in the shortest possible duration Which can make use of some waste product or existing data Which can fit in the existing rules & policies of the organization

49. 65 Organizational hierarchy for quality circle Top Management Facilitator Leader Members Recorder

50. 66 Role of QC Facilitators Co-ordinate the work of multiple QC’s through leaders. Serve as a resource to QCs. Arrange for expertise from other groups/agencies. Keep QCs on track and enthusiastic. Arrange for training of QC members. Provide feed back to the Management and also QCs. Maintain budgets and keep cost records. Help QCs to make presentation before the management

51. 67 Quality Circle Leader Keep the meeting focused, positive and ensure participation by all members. Help in collecting data related to problems. Transmit QC suggestions to facilitator. Present solutions/suggestions to management. Maintain relevant records of meetings. Ensure implementation of solutions by the group. Keeping the circles informed about status of previously submitted suggestions. Guiding members in group process, use of tools, techniques for generating ideas/ solutions

52. 68 QC Member Focus at all times on organizational problems/ objectives related to the work. Do not press for inclusion of personal problems. Demonstrate mutual respect- no criticism. Offer views, opinions and ideas freely and voluntarily in problem solving. Attend meeting regularly Contribute to finding solutions to problems & implementing solutions. Attend training with a receptive attitude to acquire skills to contribute to the problem solving activities of the QC

53. 69 Quality Circle: Execution Expose middle level executives to the concept and ask them to identify area under their purview where they think the climate is conducive to start QC. Explain the concept to the employees in such identified areas and invite them to volunteer as members of QC. Nominate Senior officers as facilitator for each area. Form a steering committee for directing, establishing the objectives, policies, activities and composition of QCs. It may consist of a Chief Executive as the chairman and the Departmental Heads as members along with facilitators from each area Recognize results & spread

54. 70 QC meetings QC meeting are fixed preferably for one hour but every week. In first meeting, Problem identification session is held Leader asks every member to state one problem at a time and goes on sequentially Recorder writes it and reads to confirm, if the problem statement is recorded correctly Each member has to state unique problem faced in the work area Second & third rounds are held in the similar manner May be 20 or more unique problems are recorded

55. Seven basic tools of QC There are seven basic tools of QC Flow chart Brainstorming Fishbone diagram Check sheet Pie chart Histogram Scatter diagram, etc 71

56. Flow chart 72

57. Brainstorming 73

58. Fishbone diagram 74

59. Fishbone diagram 75

60. Fishbone diagram 76

61. Check sheet 77

62. Pie chart 78

63. Pareto Chart 79

64. Histogram 80

65. Scatter diagram 81