1. BASIC CONCEPTS OF QUALITY
QUALITY CONTROL
QUALITY ASSURANCE
QUALITY MANAGEMNT
TOTAL QUALITY MANAGEMENT
ISO SYSTEM

2. QUALITY
is the totality of features and characteristics of a product that bears on it’s ability to satisfy the stated or implied needs --ASQC

3. What is Quality? User-based: “In the eyes of the beholder”
Manufacturing-based: “Right the first time”
Product-based: Precise measurement

4. Dimensions of Quality Performance Aesthetics
Special features: convenience, high tech
Safety
Reliability
Durability
Perceived Quality
Service after sale

5. Importance of Quality Lower costs (less labor, rework, scrap)
Motivated employees
Market Share
Reputation
International competitiveness
Revenues generation increased (ultimate goal)

6. QUALITY CONTROL
is the operational techniques and activities that are used to fulfill the requirements for quality

7. QUALITY ASSURANCE
is all systematic and planned actions which are necessary to provide adequate confidence that a product or service will satisfy the given requirement for quality.

8. QUALITY MANAGEMENT
is a systematic set of operating procedures which is company wide, documented, implemented and maintained while ensuring the growth of business in a consistent manner

9. TOTAL QUALITY MANAGEMENT
THE LATEST APPROACH
IT IS THE PROCESS OF INDIVIDUAL & ORG. DEVELOPMENT THE PURPOSE OF WHICH IS TO INCREASE THE LEVEL OF SATISFACTION OF ALL THE STAKEHOLDERS

10. QM Vs QA The Prime Focus of Quality Management Quality Assurance
Achieving results that satisfy the requirements for quality.
Demonstrating that the requirements for quality have been (and can be) achieved.
Motivated by stakeholders internal to the organization, especially the organization’s management
Motivated by stakeholders, especially customers, external to the organization
Goal is to satisfy all stakeholders
Goal is to satisfy all customers.
Effective, efficient, and continually improving, overall quality-related performance is the intended result.
Confidence in the organization’s products is the intended result
Scope covers all activities that affect the total quality-related business results of the organization
Scope of demonstration coves activities that directly affect quality-related process and product results

11. HISTORICAL BACKGROUND
THE OLDEST TERM QUALITY
QUALITY CONTROL
QUALITY ASSURANCE (1970s)
QUALITY MANAGEMENT

12. HISTORICAL BACKGROUND
TOTAL QUALITY MANAGEMENT
CURRENTLY ENTERPRISES ARE RUSHING TO
SIX SIGMA
DEMING AWARD
MALCOLM BALDRIDGE NATIONAL QUALITY AWARD (MBNQA)

13. HIERARCHIAL STRUCTURE
TOTAL QUALITY MANAGEMENT
QUALITY MANAGEMENT
QUALITY ASSURANCE

14. HIERARCHIAL STRUCTURE
QUALITY ASSUR. (GMP+Original prod. design & development)
GOOD MFG. PRACTICE
QUALITY CONTROL

15. ISO SYSTEM
A SET OF QUALITY STANDARDS GOVERNING THE DOCUMENTATION REQUIREMENT OF A SYSTEM
ISO
ISO 14000
ISO 17025
SA 8000

16. TQM Vs ISO SYSTEM (1) ISO 9000 TQM NOT NECESSARILY CUSTOMER FOCUSED
DEFINITELY CUSTOMER FOCUSED
TECHNICAL SYSTEM & PROCEDURES FOCUSED
PHILOSPHY, CONCEPTS, TOOLS &TECHNIQUES FOCUSED
EMPLOYEE INVOLVEMENT NOT NECESSARY
EMPLOYEE INVOLVEMENT NECESSARY

17. TQM Vs ISO SYSTEM (2) ISO 9000 TQM LESS OR NO FOCUS ON CQI
CQI &TQM ARE SYNONYM
CAN BE DEPATMENTALLY FOCUSED
ORGANIZATION WIDE
QUALITY DEPARTMENT RESPONSIBLE FOR QUALITY
EVERYONE RESPONSIBLE FOR QUALITY

18. TQM Vs ISO SYSTEM (3) ISO 9000 TQM PRESERVES THE STATUS QUO
IMPROVES PROCESS & CULTURAL CHANGE

19. RELATIONSHIP B/W TQM & ISO
CUSTOMERS