Palash Roy: Quality Management

Palash Roy

Quality Management

What is Quality 

Some attributes used to help in defining the Quality

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Freshness

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Reliability

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Durability

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Safety

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Environmental Friendly

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Serviceability

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Attribute Consistency

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Definition of Quality: 

The degree to which a specific product satisfies a particular class of consumers.

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Quality means -A product should meet its specifications.

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Quality is a state in which value entitlement is realized for the customer and provider in every aspect of the business relationship.

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“Value” represents economic worth, practical utility and availability for both the customer and the company that creates the product or service.

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Quality Principles 

Principles 1 – Customer focus

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Principles 2 – Leadership (Provide Direction )

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Principles 3 – Involvement of people (At all levels)

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Principles 4 – Process approach (Manage all Activities & Resources)

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Principles 5 – System approach to management (Managing interrelated Processes)

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Principles 6 – Continual improvement

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Principles 7 – Factual improvement (Analysis of Data)

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Principles 8 – Mutually beneficial supplier relationships

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Dimensions of Quality 

Performance

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Features

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Durability

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Reliability

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Serviceability

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Aesthetics (A product’s appearance or feel)

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Consistency

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Safety

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Timeliness

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Customer Service

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Compatibility

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Environmental Friendly Copyright © 2007, Upendra Kachru

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Quality Policy 

is appropriate to the purpose of the organization

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Includes a commitment to comply with requirements and continually improve the effectiveness of the quality management system,

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provides a framework for establishing and reviewing quality objectives.

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is communicated and understood within the organization.

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is reviewed for continuing suitability.

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Process Approach (TQM) 

TQM can be defined as managing the entire organization so that it excels in all dimensions of products and services that are important to the customer

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PDCA CYCLE (A Plan of action to lead the quality by Deming)

PLAN

ACT

DO

CHECK

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WHAT IS ISO 9000 • ISO is a ‘nickname’ to “International Organization for Standardization”. • An international standard more than 100 countries • ISO is a non-governmental organization established in 1947 by International Standard Agency headquartered in Geneva. •

Principles are applicable to all organizations

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WHAT IS ISO 9000

ISO 9000 is a written set of standard which describe and define the basic elements/clauses of the quality system needed to ensure that an organization’s products/or services meet or exceed customer needs and expectations

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Principles of ISO 9000 -

ISO 9000 is a standard for a quality system, not product.

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ISO 9000 is based on documentation and is premised on the following:- Document what you do; - Do what your document; - Prove it and improve it

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ISO 9000 emphasises prevention.

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ISO 9000 is a universal standard; the focus is on what needs to be done and not on how it is to be carried out Copyright © 2007, Upendra Kachru

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WHY QUALITY SYSTEM - ISO 9000 •

to satisfy customers through a quality product

• to gain self confidence – we get what we planned •

to achieve competitiveness in both the local and overseas markets.

• as a blueprint for efforts to improve the quality system of the organization. Copyright © 2007, Upendra Kachru

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BENEFITS OF ISO 9000 IMPLEMENTATION For the company:- Well defined organization and responsibilities, i.e., minimize grey areas and possible resources wastage. - Standardize practice and establishment of proper communication channel, i.e. maximize productivity and communication efficiency.

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BENEFITS OF ISO 9000 IMPLEMENTATION For the company:- A greater degree of internal control. - Ultimately, increase profitability and market share, improve competitive position. For the customer:- Increase satisfaction and growth in confidence. Copyright © 2007, Upendra Kachru

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QUALITY MANAGEMENT SYSTEM Continual improvement of the Quality management system Management responsibility

Customers

Resource management

Customers

Measurement, analysis and improvement

Satisfaction

Requirements Input

Information flow Value-adding activities 7-15

Product realization

Output

Product

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Excel Books Production And Operations Management Text and cases, Upendra KachruISO Reference: 9001:2000