QUALITY MANAGEMENT

1. INTRODUCTION Quality, if it is introduced and managedcorrectly, will:

Eliminate waste;

Cut inventories;

Improve customer satisfaction; and

Enhance profitability.

INTRODUCTION (contd)

At the heart of Total Quality there are two simple aims, they are:

Make things right first time.

Work for continual improvement.

If a defective product enters in the market, It will cause:customer dissatisfaction,

unnecessary expenditure for warranty, and

poor product salability. Having a quality product increases market share, resulting in better profits.

1.1The Need for Quality Control

1.2 Quality Concepts

Quality is not a goal, which, once reached, can be sustained with continuous effort. The goalposts are always moving. Competitors improve, suppliers slip, customer demands change and increase. Quality must become the first objective for all managers at all times.

The central objective of Quality is to eliminate waste by cutting manufacturing variance to the minimum.

This is equally applicable to the manufacturing as well as to the service giving industries. The Objective of Quality

Manufacturing variance can be generated throughout the whole closed loop of the company; Marketing. Engineering Purchasing Manufacturing Engineering Field service and ErectionManufacturing Variance

Figure : Close loop of the companys process

Who is the Customer?

There may be several different groups outside and inside the company -who must be treated as customers. For the maker of Krispy Krunch cereal, the end customer is the child who fills his or her plate with it at breakfast. But this child is not the only person whose opinions will count. Problem of Variance

Analyze every cause of variation from the specification given. You may have a requirement to make a component 30mm long, but the specification will include a tolerance of perhaps + 20m. Since manufacturing will not achieve exactly 30mm every time, the engineer has allowed some latitude.

Distinguishing Between Variations

The fundamental distinction between assignablecauses and random variations. Assignable causes are simply those wheresomebody has made a mistake. Distinguishing Between Variations (Contd)

Random variation is more complex. There aretwo main types of random variation caused by;

The natural elasticity, resonance, hysterics and so on in manufacturing equipment, andMany small causes of variation, which taken together produce random results.Distinguishing Between Variations (Contd)

What Is Quality?In popular use, the word quality suggests adegree of excellence-a Cartier watch, a Rolls-Royce car, and a Christian Dior dress: Something expensive and conforming to a high, perhaps luxurious, specification.

However, this is too imprecise and limited idea of quality to be of any use in determining company policy.

1.3 QUALITY AND QUALITY CONTROL

QUALITY (contd)Different scholars give different interpretationsto the term quality: for engineers it is conformance to specifications, for users it is fitness for use, for marketing it is the degree of excellence at an acceptable price that will influence the market share.for customer service a quality product is that with less customer complaint

QUALITY (contd)Quality is fitness for purpose -but what doesthat mean?One commonly used definition of quality, whichoriginated with one of the pioneers of qualitycontrol, Dr J. M. Juran, uses the idea offitness for purpose.

Take the case of a Jaguar car. One of the most important purposes of a Jaguar (or any other luxury car) is to impress other people. For somebody running a business, for example, a Jaguar is intended to convey the message that the business is successful and profitable. QUALITY (contd)

Crosby believes that it is Conformance to requirements or specification and reliability as a test of quality

Once a specification is established, quality can be said to be a matter of ensuring conformance to specification.QUALITY (contd)

QUALITY (contd)

The two serious weaknesses in this and in anyother definition, which is based on conformanceto a specification are:

1. It sets a level which is considered to be good enough, 2. It results in an emphasis on inspection. All the work goes into ensuring that nothing goes out of the specification.

QualityThe meaning of quality in fact, remains a term that is easily misunderstood. Some used the term to refer luxury and merit and some others to mean excellence and value. The term is also being used to qualify a quality product as superior in all aspects to others in its class.QUALITY (contd)

Quality is based up on customer actual experience with the product or service, measured against his requirements -stated or unstated, conscious or merely sensed, technically operational or entirely subjective. QUALITY (contd)

QUALITY (contd)Product and service quality can be defined asthe total composite product and servicecharacteristics of:Marketing,Engineering, Manufacture, and Maintenance through which the product and service in use will meet the expectations of the customer.

Quality is meeting customer requirements andthis has been expressed in many ways by thequality experts in the field:

Deming says that "Quality should be aimed at the needs of customer, present and future

British Standard, BS4778 explains it as The totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs

QUALITY (contd)

These views to quality refer to one way or theother, to the following dimensions of quality: Functionality, Performance, Reliability, Conformance, Durability, Serviceability, Aesthetic, and Perceived quality.QUALITY (contd)

QUALITY (contd)A comprehensive definition of quality is thatproduct or service which fulfils an aggregaterequirement of customers, in all aspects, atpresent and in the future and which customerscan buy it.

Thus the closer this conformation indicates thehigher the degree of quality.

Quality Control

Quality control is defined as:

A system of methods for the cost effective provision of products or services whose quality is good for the purchasers requirements. (Ishikawa)QUALITY (contd)

QUALITY (contd)

Quality control consists of developing, designing, producing, marketing and servicingproducts and services with optimum cost-effectiveness and usefulness, which customerswill purchase with satisfaction. (Ishikawa)

QUALITY (contd)To produce products/services that consumerswill buy happily;

Quality dimensions,Costs (i.e. sales price and profit), Delivery (i.e. production volumes and sales volumes), andSafety (including social and environmental factors) must be comprehensively controlled.

To achieve quality products/services companiesmust:Must strive to create cooperation among departments, and Prepare and implement standards faithfully.QUALITY (contd)

QUALITY (contd)This can only be achieved through full useof variety of techniques such as:Statistical and technical methods, Standards and regulations, Computerized methods, automatic control, and Industrial engineering techniques and market research.

QUALITY (contd)

Since real quality control can be achieved bymarshalling all of a companys strengths, thiskind of quality control is termed as TotalQuality Control (TQC).

Implementing TQC requires the participation ofall departments, the involvement of every employee at all levels and a comprehensive implementation of quality control.

TQC consists essentially of developing, controlling, and assuring the quality of products and services. However, we can expand the definition of TQC to mean improving the quality of everything,

i.e. creating a high quality company; high quality man, machine, material and information.

QUALITY (contd)

1.4 QUALITY IMPROVEMENT TECHNIQUESThe underlying concept of quality improvement techniques is to ensure, in a cost efficient manner, that the product shipped to customers meets their specifications.

QUALITY IMPROVEMENT (contd)Inspecting every product is costly and inefficient, but the consequences of shipping non-conforming product can besignificant in terms of customer dissatisfaction.

QUALITY IMPROVEMENT (contd)Statistical Quality Control is the process of inspecting enough product from given lots to probabilistically ensure a specified quality level.

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