10 quality management
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PRODUCTION & OPERATIONS
MANAGEMENT
QUALITY MANAGEMENT
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QUALITY MANAGEMENT
Quality may be defined as the sum total of
features of a product which influence its
ability to satisfy a given demand.
The quality of product or service is a
customers perception of the degree to which
the product or service meets their
requirements.
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QUALITY MANAGEMENT
Dimensions of Product Quality:
Performance
Features
Reliability
Serviceability
Appearance
Customer Service
Safety
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QUALITY MANAGEMENT
Inspection & Quality Control:
Inspection is a post-mortem operation carriedout after the product is manufactured.
It segregates the good from the bad & thedefective items may be either rectified orscrapped.
Inspection is one phase of Quality control. Itprovides information required by other phasesof quality control.
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Objectives of Inspection:
Prevention of defects
Detect defects as they occur in processing.
Detect trends in the process which may lead to defects.
Remove defective parts from production to stop furtherhandling and processing costs.
Remove defective parts to prevent poor performance offinished goods.
Inform all levels of management on the performance ofmanufacturing departments or units.
Provide records for evaluation of individual machine orworker performance.
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Quality Control:
The ultimate aim of quality control is to provideproducts which are dependable, satisfactory &
economical.Ensuring Quality:
Control of Engineering Quality
Control of Purchased Material Quality
Control of Manufacturing Quality
Actions supporting the product after delivery
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Statistical Quality Control:
SQC is the application of statistical techniques
to accept or reject products already produced,
or to control the process & therefore, product
quality while the part is being made.
While the latter is called process control, the
former is named acceptance sampling.
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SQC for Process Control:
SQC is used for controlling quality during
production in mass production industries
which produce standard products.
SQC is based on probability theory.
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Total Quality Management (TQM):
A philosophy that involves everyone in an
organization in a continual effort to improve
quality & achieve customer satisfaction.
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Quality is :
o Conformance to specifications & requirements
o What the customer thinks it is
o Measure of conformance of the product to thecustomers needs.
o Combination of aesthetics, features & design
o Value for moneyo The ability of the product to meet customers
needs
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o Meeting & exceeding customer requirements
now and in future
o Fitness of use of a product by the intended
customer
o A customers perception of the degree to
which the product meets their expectation
o Totality of features and characteristics
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QUALITY MANAGEMENT
New Thinking About Quality:
Old Quality is small q New Quality is Big Q
About Products About Organization
Technical Strategic
For Inspectors For Everyone
Led by Experts Led by Management
High Grade The Appropriate Grade
About Control About Improvement
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Determinants of Quality:
Quality of design
Quality capability of process
Quality of conformance
Quality of customer service
Organization quality culture
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In short:
Quest for Excellence
Understanding Customer Needs
Action to Achieve Customer Satisfaction
Leadership determination
Involvement of All People
Team Spirit to Work for Common Goals
Yardstick to Measure Progress