Intro To Quality
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QUALITY INTRODUCTION TO QUALITY DSK Rao
QUALITY • MEETING CUSTOMER REQUIREMENTS AT A COST OF BETTER THAN OTHERS AND AVAILABLE IN TIME
QUALITY • USER-----FITNESS FOR USE • SUPPLIER----MEETING CUSTOMER REQUIREMENTS
DEFINITIONS OF QUALITY • 1.CONFORMANCE TO CUSTOMER SPECIFICATIONS • 2.CONFORMANCE TO LEGAL OR STATUTORY REQUIREMENTS • 3.THE ANTICIPATED WISHES OF THE CUSTOMER • 4.SOMETHING BETTER THAN YOUR COMPETITORS
DEFINITION OF QUALITY • ISO 8402 DEFINES; • “ QUALITY IS THE TOTALITY OF FEATURES AND CHARACTERISTICS OF A PRODUCT OR SERVICE THAT BEAR ON ITS ABILITY TO SATISFY STATED OR IMPLIED NEEDS.”
• QUALITY IS A MOVING TARGET • CHANGE IN FASHION • CHANGE IN TECHNOLOGY etc.
QUALITY CONTROL • IS AN ACTIVITY BY MEANS OF MEASURE AND REGULATE WITH RESPECT TO ESTABLISHED REQUIREMENTS i.e.ACTUAL PHYSICAL ACTIONS LIKE INSPECTION,TESTING etc.
QUALITY CONTROL
• “THE OPERATIONAL TECHNIQUES AND ACTIVITIES THAT ARE USED TO FULFILL THE REQUIREMENTS FOR QUALITY”
• QC EXAMPLES: • DIMENSIONAL CHECKING OF A COMPONENT • CALIBRATION OF INSPECTING EQUIPMENT • ULTRASONIC TESTING
QUALITY ASSURANCE • IS A MANAGEMENT SYSTEM OF THE ORGANISATION PROVIDING ASSURANCE THAT THE DESIGN,MANUFACTURE,TESTING HAVE BEEN CORRECTLY CARRIED OUT TO THE REQUIRED STANDARD AND PROVIDES EVIDENCE THAT THIS HAS TAKEN PLACE
QUALITY ASSURANCE • “ALL THE PLANNED AND SYSTEMATIC ACTIVITIES IMPLEMENTED WITH IN THE QUALITY SYSTEM AND DEMONSTRATED AS NEEDED,TO PROVIDE ADEQUATE CONFIDENCE THAT AN ENTITY WILL FULFILL REQUIREMENTS OF QUALITY” • PROVIDES CONFIDENCE TO THE Mgt. • CONFIDENCE TO THE CUSTOMER
QUALITY ASSURANCE • QUALITY NOT CONTROLLED BY INSPECTORS OR AUDITORS BUT CONTROLLED BY PEOPLE RESPONSIBLE FOR DOING THE WORK • IS NOT JUST END CONTROL(QC) • HELPS CUSTOMER TO INVESTIGATE THE WAY IN WHICH HIS SUPPLIER MANAGE QUALITY • MAKES EVERYONE IN THE COMPANY AWARE ABOUT THEIR RESPONSIBILITIES AND AUTHORITY • HELPS TO PREVENT PROBLEMS
QUALITY ASSURANCE • A MANAGEMENT SYSTEM designed to give the maximum confidence that a GIVEN,ACCEPTABLE LEVEL OF QUALITY is being achieved with MINIMUM TOTAL EXPENDITURE
QUALITY MANAGEMENT • ALL ACTIVITIES OF THE OVERALL MANAGEMENT THAT DETERMINE THE QUALITY POLICY,OBJECTIVES AND RESPONSIBILITIES AND IMPLEMENT THEM BY MEANS SUCH AS QUALITYPLANNING,QUALITY CONTROL,QUALITY ASSURANCE AND QUALITY IMPROVEMENT WITH IN THE QUALITY SYSTEM
QUALITY SYSTEM • ORGANISATIONAL STRUCTURE,PROCEDURES, PROCESSES AND RESOURCES NEEDED TO IMPLEMENT QUALITY MANAGEMENT.
QUALITY POLICY •
THE OVERALL INTENTIONS AND DIRECTION OF AN ORGANISATION WITH REGARD TO QUALITY AS FORMALLY EXPRESSED BY TOP MANAGEMENT
WHAT IS ISO 9000? * ISO 9000 IS THE INTERRNATIONAL STANDARD FOR QUALITY SYSTEMS.
* WHAT IS THE PURPOSE OF USING ISO 9000? * ISO 9000 SETS OUT HOW A COMPANY CAN ESTABLISH AN EFFECTIVE QUALITY SYSTEM TO MEET THEIR CUSTOMER’S NEEDS
• ISO 9000 STANDARD ENSURES: • • • • • •
INCREASED CUSTOMER SATISFACTION TRANSPERENCY CORRECTIVE ACTIONS COMPANY IMAGE OBJECTIVITY & FORMALITY SCIENTIFIC DISCIPLINE
INCREASED CUSTOMER SATISFACTION
• TWO PARTY AGREEMENT • THIRD PARTY CERTIFICATION
TRANSPERANCY • WITHIN ORGANISATION • CUSTOMER • CERTIFICATION BODY
CORRECTIVE ACTIONS • NON CONFORMITY REVIEW • INTERNAL QUALITY AUDIT • MANAGEMENT REVIEW
OBJECTIVITY AND FORMALITY ACHIEVED THROUGH DOCUMENTATION --REFERENCE --EVIDENCE --TRAINING
SCIENTIFIC DISCIPLINE • PROCEDURES • SQC • DESIGN IMPROVEMENTS
COMPANY IMAGE • MOTIVATION
• RECOGNITION
IMPORTANT NOTES * The standard is GENERIC in nature and applies to all organisations. * Different models (ISO 9001/2/3) DO NOT indicate differrent level of excellence.They merely lay down requirements for different models. * Notes at the end of certain clauses are NOT part of the requirement. They are only guide to users * Management to DECIDE the extent of documentation.
ISO 9000 SERIES • UK
--BS 5750 SERIES
• INDIA -- IS 14000 SERIES
THREE ISO-9000 QA MODELS • REPRESENT THREE DISTINCT FORMS OF FUNCTIONAL OR ORGANISATIONAL CAPABILITY SUITABLE FOR TWO PARTY CONTRACTUAL PURPOSES. • MODEL ONE: ISO 9001-1994 • MODEL FOR QA IN DESIGN/DEV.,PRODUCTION, INSTALLATION AND SERVICING CONFORMANCE TO SPECIFIED NEEDS IS TO BE ASSURED BY THE SUPPLIER THROUGHOUT THE WHOLE CYCLE FROM DESIGN TO SERVICING
• MODEL TWO:ISO 9002 -1994 MODEL FOR QA IN PRODUCTION ,INSTALLATION AND SERVICING
• MODEL THREE:ISO9003-1994 MODEL FOR QA IN FINAL INSPECTION AND TESTING
QUALITY • MEETING CUSTOMER REQUIREMENTS AT A COST OF BETTER THAN OTHERS AND AVAILABLE IN TIME
QUALITY • USER-----FITNESS FOR USE • SUPPLIER----MEETING CUSTOMER REQUIREMENTS
DEFINITIONS OF QUALITY • 1.CONFORMANCE TO CUSTOMER SPECIFICATIONS • 2.CONFORMANCE TO LEGAL OR STATUTORY REQUIREMENTS • 3.THE ANTICIPATED WISHES OF THE CUSTOMER • 4.SOMETHING BETTER THAN YOUR COMPETITORS
DEFINITION OF QUALITY • ISO 8402 DEFINES; • “ QUALITY IS THE TOTALITY OF FEATURES AND CHARACTERISTICS OF A PRODUCT OR SERVICE THAT BEAR ON ITS ABILITY TO SATISFY STATED OR IMPLIED NEEDS.”
• QUALITY IS A MOVING TARGET • CHANGE IN FASHION • CHANGE IN TECHNOLOGY etc.
QUALITY CONTROL • IS AN ACTIVITY BY MEANS OF MEASURE AND REGULATE WITH RESPECT TO ESTABLISHED REQUIREMENTS i.e.ACTUAL PHYSICAL ACTIONS LIKE INSPECTION,TESTING etc.
QUALITY CONTROL
• “THE OPERATIONAL TECHNIQUES AND ACTIVITIES THAT ARE USED TO FULFILL THE REQUIREMENTS FOR QUALITY”
• QC EXAMPLES: • DIMENSIONAL CHECKING OF A COMPONENT • CALIBRATION OF INSPECTING EQUIPMENT • ULTRASONIC TESTING
QUALITY ASSURANCE • IS A MANAGEMENT SYSTEM OF THE ORGANISATION PROVIDING ASSURANCE THAT THE DESIGN,MANUFACTURE,TESTING HAVE BEEN CORRECTLY CARRIED OUT TO THE REQUIRED STANDARD AND PROVIDES EVIDENCE THAT THIS HAS TAKEN PLACE
QUALITY ASSURANCE • “ALL THE PLANNED AND SYSTEMATIC ACTIVITIES IMPLEMENTED WITH IN THE QUALITY SYSTEM AND DEMONSTRATED AS NEEDED,TO PROVIDE ADEQUATE CONFIDENCE THAT AN ENTITY WILL FULFILL REQUIREMENTS OF QUALITY” • PROVIDES CONFIDENCE TO THE Mgt. • CONFIDENCE TO THE CUSTOMER
QUALITY ASSURANCE • QUALITY NOT CONTROLLED BY INSPECTORS OR AUDITORS BUT CONTROLLED BY PEOPLE RESPONSIBLE FOR DOING THE WORK • IS NOT JUST END CONTROL(QC) • HELPS CUSTOMER TO INVESTIGATE THE WAY IN WHICH HIS SUPPLIER MANAGE QUALITY • MAKES EVERYONE IN THE COMPANY AWARE ABOUT THEIR RESPONSIBILITIES AND AUTHORITY • HELPS TO PREVENT PROBLEMS
QUALITY ASSURANCE • A MANAGEMENT SYSTEM designed to give the maximum confidence that a GIVEN,ACCEPTABLE LEVEL OF QUALITY is being achieved with MINIMUM TOTAL EXPENDITURE
QUALITY MANAGEMENT • ALL ACTIVITIES OF THE OVERALL MANAGEMENT THAT DETERMINE THE QUALITY POLICY,OBJECTIVES AND RESPONSIBILITIES AND IMPLEMENT THEM BY MEANS SUCH AS QUALITYPLANNING,QUALITY CONTROL,QUALITY ASSURANCE AND QUALITY IMPROVEMENT WITH IN THE QUALITY SYSTEM
QUALITY SYSTEM • ORGANISATIONAL STRUCTURE,PROCEDURES, PROCESSES AND RESOURCES NEEDED TO IMPLEMENT QUALITY MANAGEMENT.
QUALITY POLICY •
THE OVERALL INTENTIONS AND DIRECTION OF AN ORGANISATION WITH REGARD TO QUALITY AS FORMALLY EXPRESSED BY TOP MANAGEMENT
WHAT IS ISO 9000? * ISO 9000 IS THE INTERRNATIONAL STANDARD FOR QUALITY SYSTEMS.
* WHAT IS THE PURPOSE OF USING ISO 9000? * ISO 9000 SETS OUT HOW A COMPANY CAN ESTABLISH AN EFFECTIVE QUALITY SYSTEM TO MEET THEIR CUSTOMER’S NEEDS
• ISO 9000 STANDARD ENSURES: • • • • • •
INCREASED CUSTOMER SATISFACTION TRANSPERENCY CORRECTIVE ACTIONS COMPANY IMAGE OBJECTIVITY & FORMALITY SCIENTIFIC DISCIPLINE
INCREASED CUSTOMER SATISFACTION
• TWO PARTY AGREEMENT • THIRD PARTY CERTIFICATION
TRANSPERANCY • WITHIN ORGANISATION • CUSTOMER • CERTIFICATION BODY
CORRECTIVE ACTIONS • NON CONFORMITY REVIEW • INTERNAL QUALITY AUDIT • MANAGEMENT REVIEW
OBJECTIVITY AND FORMALITY ACHIEVED THROUGH DOCUMENTATION --REFERENCE --EVIDENCE --TRAINING
SCIENTIFIC DISCIPLINE • PROCEDURES • SQC • DESIGN IMPROVEMENTS
COMPANY IMAGE • MOTIVATION
• RECOGNITION
IMPORTANT NOTES * The standard is GENERIC in nature and applies to all organisations. * Different models (ISO 9001/2/3) DO NOT indicate differrent level of excellence.They merely lay down requirements for different models. * Notes at the end of certain clauses are NOT part of the requirement. They are only guide to users * Management to DECIDE the extent of documentation.
ISO 9000 SERIES • UK
--BS 5750 SERIES
• INDIA -- IS 14000 SERIES
THREE ISO-9000 QA MODELS • REPRESENT THREE DISTINCT FORMS OF FUNCTIONAL OR ORGANISATIONAL CAPABILITY SUITABLE FOR TWO PARTY CONTRACTUAL PURPOSES. • MODEL ONE: ISO 9001-1994 • MODEL FOR QA IN DESIGN/DEV.,PRODUCTION, INSTALLATION AND SERVICING CONFORMANCE TO SPECIFIED NEEDS IS TO BE ASSURED BY THE SUPPLIER THROUGHOUT THE WHOLE CYCLE FROM DESIGN TO SERVICING
• MODEL TWO:ISO 9002 -1994 MODEL FOR QA IN PRODUCTION ,INSTALLATION AND SERVICING
• MODEL THREE:ISO9003-1994 MODEL FOR QA IN FINAL INSPECTION AND TESTING
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