1. Concept & Application  ISO 9000 : 2000  Quality Concepts  Kaizen  Quality circle  5s

2. Application of Quality Concept Quality concept can be applicable in following areas of business enterprise: –Production, Design & Development, Research –Purchase –Manufacturing, Engineering, Process Planning –Inspection, Measurement –Sales & Marketing –Maintenance –HRM –Finance –Services

3. Key Performance Indicator (KPI) These are used in order to monitor, understand, predict and improve the organization relating to : –Process –External Resources –Financials –Building, equipment and materials –Technology –Information and knowledge

4. Quality Body ISO : International Organization for Standardization is the body to ensure proper systemInternational Organization for Standardization ISO 9000 is a family of standards for quality management systems.standardsquality management systems ISO 9000 is maintained by ISO & is administered by accreditation and certification bodies. The rules are updated, as the requirements motivate changes over time. Some of the requirements in ISO 9001:2008 (which is one of the standards in the ISO 9000 family) include -

5. ISO 9000 Requirements a set of procedures that cover all key processes in the business; monitoring processes to ensure they are effective; keeping adequate records; checking output for defects, with appropriate and corrective action where necessary; regularly reviewing individual processes and the quality system itself for effectiveness; and facilitating continual improvement

6. ISO-- coverage The system covers, goods and services Certification to an ISO 9001 standard does not guarantee any quality of end products and services; rather, it certifies that formalized business processes are being applied. "Quality" is an important Accreditation to achieve, it is also essential for maximum benefit that information is shared so that the culture of the business ensures that the Quality culture is embedded

7. ISO (contd…) The standard specifies six compulsory documents: –Control of Documents (4.2.3) –Control of Records (4.2.4) –Internal Audits (8.2.2) –Control of Nonconforming Product / Service (8.3) –Corrective Action (8.5.2) –Preventive Action (8.5.3) In addition to these, ISO 9001:2008 requires a Quality Policy and Quality Manual (which may or may not include the above documents).

8. ISO definition of Quality Quality is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs

9. Waste elimination Lean Manufacturing: a philosophy which shortens the time between customer order and shipment by eliminating waste TQM: refers to integrated approach at all levels on quality and continuous improvement JIT: a philosophy aimed at eliminating waste from every aspect FMS: integrated manufacturing capabilities to produce small numbers of great variety of items at low unit costs

10. Quality concepts Kaizen : it is a mix of two Japanese words- kai means alter/ renew/ reform/ to be corrected and zen means good. Massaki, considered father of kaizen defined it simply as “Continuous Improvement” There are two elements in kaizen namely: (i) change or improvement for the better and (ii) ongoing or continuity. Lacking any one would not be kaizen Management has two major components –Maintenance –Improvements

11. Kaizen(contd..) Maintenance: to establish policies, rules, directives and standard operating procedures (SOP) Improvement : management works continuously towards revising current standards upwardly. This can be broken between innovation and kaizen Innovation requires drastic action with large investments Kaizen signifies small improvements as a result of coordinated and continuous efforts by all employees

12. Quality Circle Quality circle is a small group to perform voluntarily quality control activities within the same work area or doing a similar type of work. They voluntarily meet regularly for an hour every week to identify, analyze and resolve work related problems leading to improvements in their total performance and enrichment of work lives Quality circle team consists of coordinator( senior manager), facilitator ( a father figure), deputy leader ( selected by members) and other members in that work area Steering committee, apart of quality circle is chaired by head of the organisation to guide, review and improve the function

13. 5-s technique The 5 s technique is used to establish and maintain quality environment in an organisation. The name stands for five Japanese words : seiri ( means to sort and structurise); seiton (means to set in order or systemise); seiso (means to sanitise); seiketsu (means to standardise) and shitsuke (means to sustain thru self discipline) WordsTypical Example –Seirithrow away rubbish –Seiton30 sec to retrieve a doc fm file –Seiscoindividual cleaning resposibility –Seiketsucategory standardisation –Shitsukedo 5s daily