1. IM111 – Lecture 111 Industrial & Management Engineering Department Industrial Relations IM 111 Dr Yehia Youssef

2. IM111 – Lecture 112 Quality Management Introduction One of the most important issues that businesses were focussing on in the last 20-30 years was quality. As markets have become increasingly competitive, quality has become widely regarded as a key ingredient in the business success. Quality Quality is a word meaning that the features of a product meet the needs and expectations (or specifications) required by customers.

3. IM111 – Lecture 113 Quality Management Needs and expectations of customers Think about your needs and expectations as a customer when buy a product or receiving a service. These may include performance, appearance, availability, delivery, reliability, maintainability, cost effectiveness and price. If the product or service meets all those needs, then it passes the quality test. If it does not then it is sub-standard. Quality Control Quality control is the traditional method of managing quality. Quality control is concerned with checking and reviewing the work that has been done. This, for example, would include lots of sampling, inspection and testing.

4. IM111 – Lecture 114 Quality Management Under traditional quality control system, inspection of products and services (checking to make sure that what is being produced is meeting the required standard) takes place during and at the end of the operations process. There are several problems with inspection under traditional quality control: It is an expensive process (i.e., requiring materials, labours, time, and may lead to lost sales). It is sometimes done when it is too late in the production process. It does not prevent the occurrence of defects

5. IM111 – Lecture 115 Quality Management As a result of these problems, many businesses have focussed their efforts on improving quality by implementing quality management techniques. This states that: Quality Management Quality management is concerned with controlling all activities with the aim of ensuring that products and services are fit for their purpose and meet the required specifications. “Quality comes not from inspection but from improvement in the process“

6. IM111 – Lecture 116 Quality Management There are two main elements necessary for quality management: 1.Quality assurance 2.Quality control Quality assurance Quality assurance focuses on how a business can design the way of producing a product or providing a service with minimum chances that the output will be sub-standard. The focus of quality assurance is therefore on the product design and development stage. The idea is that; if the processes and procedures used to produce a product or service are tightly controlled, then quality is “built-in”. This will make the production process much more reliable, so there will be less need to inspect production output (i.e. quality control).

7. IM111 – Lecture 117 Quality Management Total Quality Management (TQM) Total quality management (TQM) is a modern form of quality management. It describes methods of managing people and business processes to ensure complete customer satisfaction at every stage. TQM is often associated with the phrase  “doing the right things right, first time”. TQM views “quality” entirely from the point of view of “the customer”. TQM concept is: Quality is not just the concern of the production or operations departments, it involves everyone, including marketing, finance and human resources departments.

8. IM111 – Lecture 118 Quality Management TQM Objectives: TQM has two key objectives: 1.100% customer satisfaction 2.Zero defects Main Principles of TQM The main principles underlying TQM can be summarised in the following: PreventionPrevention is better than cure. On the long run, it is cheaper to stop defective products than trying to find them. Zero DefectsThe ultimate aim is no (zero) defects – or exceptionally very low defect levels, if a product or service is fairly complicated.

9. IM111 – Lecture 119 Quality Management Getting things right first time Better not to produce at all than produce defective products. Quality involves everyone Quality is not just the concern of the production or operations departments but it involves everyone, including marketing finance and human resources departments. Continuous improvement Businesses be should always be looking for methods of improving processes to help quality. Employee involvement Those involved in the production and operations have vital roles to play in spotting improvement opportunities for quality and identifying quality problems.