Quality Control

Q.1) Define zero defect concept. and its utility to organization.

Answer :-

ZERO DEFECT CONCEPT

Definition

Zero Defects, pioneered by Philip Crosby, is a business practice which aims

to reduce and minimise the number of defects and errors in a process and to
do things right the first time. The ultimate aim will be to reduce the level of
defects to zero. However, this may not be possible and in practice and what
it means is that everything possible will be done to eliminate the likelihood
of errors or defects occurring. The overall effect of achieving zero defects is
the maximisation of profitability.

More recently the concept of zero defects has lead to the creation and
development of six sigma pioneered by Motorola and now adopted
worldwide by many other organisations.

An aspect of total quality management that stresses the objective of error-

free performance in providing goods or services.

Defect prevention level where all output is within specification limits. Zero
defects is a laudable objective only where the process' ability to predictably
generate output within the specification limits is improved instead of
widening the specification limits.

The concept of zero defects can be practically utilised in any situation to

improve quality and reduce cost. However it doesn’t just happen, as the right
conditions have to be established to allow this to take place. A process,
system or method of working has to be established which allows for the
achievement of zero defects. If this process and the associated conditions are
not created then it will not be possible for anyone involved in the process to
achieve the desired objective of zero defects.

Any process that is to be designed to include this concept must be clear on

its customer expectations and desires. The ideal is to aim for a process and
finished article that conforms to customer requirements and does not fall
short of or exceed these requirements. For example, in recent years many
financial organisations have made claims regarding how quickly they can
process a home loan application. But what they may have failed to realise is
that in spending a great deal of time and money reducing processing time
they are exceeding customer requirements (even if they believe that they
know them). In these cases they have exceeded the cost of conformance
when it was not necessary to do so.

How can it be used ?

The concept of zero defects can be practically utilised in any situation to

improve quality and reduce cost. However it doesn’t just happen, as the right
conditions have to be established to allow this to take place. A process,
system or method of working has to be established which allows for the
achievement of zero defects. If this process and the associated conditions are
not created then it will not be possible for anyone involved in the process to
achieve the desired objective of zero defects.

In such a process it will be possible to measure the cost of none

conformance in terms of wasted materials and wasted time.

Any process that is to be designed to include this concept must be clear on

its customer expectations and desires. The ideal is to aim for a process and
finished article that conforms to customer requirements and does not fall
short of or exceed these requirements. For example, in recent years many
financial organisations have made claims regarding how quickly they can
process a home loan application. But what they may have failed to realise is
that in spending a great deal of time and money reducing processing time
they are exceeding customer requirements (even if they believe that they
know them). In these cases they have exceeded the cost of conformance
when it was not necessary to do so.
Q.2) What organization are formed for quality? (ex-ISO)
Answer :-

ISO has developed over 18 000 International Standards on a variety of

subjects and some 1100 new ISO standards are published every year. The
full range of technical fields can be seen from the listing International
Standards. Users can browse that listing to find bibliographic information on
each standard and, in many cases, a brief abstract. The online ISO Standards
listing integrates both the ISO Catalogue of published standards and the ISO
Technical programme of standards under development.

ORGANISATIONS FOR QUALITY.

Top Six Quality Standards

Let’s see what each standard is and how they relate to each other. There are
a number of quality standards you could seek ISO registration for, but lets
look at the top seven:
• ISO 9001 Quality
• SAE AS9100 Aerospace
• ISO/TS 16949 Automotive
• ISO 13485 Medical Device
• ISO 22000 Food Safety
• ISO 27000 Computer Security

ISO 9001 Quality

First there was the ISO 9000 Quality Standard. It was based on the US
military standards (MIL-STD) and the British BS5750, both of which
evolved from work done during Word War II to ensure safe and reliable
creation of weapon systems. Eventually, as the efforts to unify industrial
standards gained momentum under the watch of the International
Organization of Standardization (ISO), a new ISO quality standard was
born.
The latest ISO 9001:2000 standard defines guidelines for establishing a
management system that provides confidence in the conformance of your
product to customer and applicable statutory & regulatory requirements .
This is similar to Philip Crosby’s definition that quality is conformance to
customer requirements. ISO 9001:2000 also seek s to enhance customer
satisfaction through continuous improvement using the Plan-Do-Check-Act
scientific model.

ISO/TS 16949 Automotive

But wait, now we have the latest ISO/TS 16949 automotive standard
designed to integrate the old QS9000 with the latest ISO 9001:2000. Why
does it use the “ISO/TS” designator? Because it is a Technical Specification
(TS) and as such it was developed by a working group from the automotive
industry.

ISO/TS 16949 is still an option for some. It does not replace the old
QS9000, yet. Although, most of the automotive companies have set
deadlines including the last of the big ones (Ford and GM) for Dec 14, 2006.

SAE AS9100 Aerospace

Well, these quality standards were not enough so the aerospace industry
decided it needed its own standard to address specific sector requirements
such as safety. It was developed by the International Aerospace Quality
Group (IAQG) and is technically equivalent to AECMA prEN 9100 for
European aerospace suppliers. It was developed in the United States as AS
9000 in 1997 and later updated to AS9100 in 2001.

The aerospace quality standard has about 80 additional requirements plus 18

clarifications for the aerospace industry. Mostly the changes reflect issues
for safety and manufacturability so although it is an aerospace standard it
does not contain specific language for aerospace. Think of it as a more
detailed, safety conscious manufacturing standard.
ISO 13485 Medical Device

The ISO 13485:2003 standard is based on the ISO 9001:2000 quality

standard like all the rest (and includes the old ISO 13488). But, Unlike ISO
9001:2000 Continuous Improvement and Customer Satisfaction are not as
stressed in ISO 13485 instead the emphasis is on regulatory requirements
and device safety. I guess the idea is that if the device is safe then the
customer should be satisfied — not exactly my definition of quality.

ISO 22000 Food Safety

ISO 22000:2005 is for organizations that operate within any part of the food
chain. It is based on the HACCP (Hazard Analysis and Critical Control
Point System) principles of food safety risk management and includes the
use of prerequisite programs to make a safe food supply.
The standard does not address corrective and preventive action because the
use of HACCP and prerequisite programs address this within the food
industry. Nor does the standard stress product design and realization.
Otherwise it is aligned with ISO 9001:2000 and Plan, Do, Check, Act
(PDCA).

ISO 27000 Information Security

Today information security is an ever increasing and growing problem. ISO

27001:2005 is the specification for an Information Security Management
System (ISMS). The standard replaces the long standing BS7799 standard
first published in the nineties.

Some may be familiar with ISO/IEC 17799:2005 and wonder what’s the
difference? Well, ISO/IEC 17799 is an advisory information security
standard and not an auditable standard like ISO 27001. If you want to certify
your organization’s information security system then you will need to pursue
ISO 27001.
Q.3) How quality circle involved & explain its application.
Answer :-

QUALITY CIRCLE

A quality circle is a volunteer group composed of workers (or even

students), usually under the leadership of their supervisor (but they can elect
a team leader), who are trained to identify, analyze and solve work-related
problems and present their solutions to management in order to improve the
performance of the organization, and motivate and enrich the work of
employees. When matured, true quality circles become self-managing,
having gained the confidence of management.

Quality circles are an alternative to the dehumanising concept of the division

of labor, where workers or individuals are treated like robots. They bring
back the concept of craftsmanship, which when operated on an individual
basis is uneconomic, but when used in group form (as is the case with
quality circles), it can be devastatingly powerful and enables the enrichment
of the lives of the workers or students and creates harmony and high
performance in the workplace. Typical topics are improving occupational
safety and health, improving product design, and improvement in the
workplace and manufacturing processes.
ITS APPLICATION

• Break down into teams of 6-8 people.

• Establishing a leaders and rules for your circles.
• Have a brainstorming and problem-solving session to resolve the
issue.
• Then quickly analyzing of problem is done.
• On the basis of problem, the solutions are to be identified & also there
will be some alternatives are to be made because future is uncertain.
• After that, they have to choose the best alternative ,
• And at the end the evaluation is done.
Q.4) How quality policy & objective leads maintenance in
quality control.
Answer :-

Quality Policy

"To continually improve and deliver complete, competitive, error-free

products and services, which maximise Customer Delight."
An Organisation should have an Quality Policy. This policy is meant to be
an outward statement of its commitment to its customers and to the
provision of quality products. The Quality Policy is a more abstract
concept. It finds its practical and measurable expression in the Quality
Objectives.The Quality Policy should be in line with the purpose and
mission of the organisation or company it is written for. It also should be
understandable by all members of the organisation, employees, managers as
well as other stakeholders.
The Quality Policy definition of ISO 9000:2000 is "The overall intentions
and direction of an organization related to quality as formally expressed by
top management."

Quality Objectives
• Understand and anticipate customer needs and deliverables
• Track technology trends and adopt relevant to the business
• Provide ongoing necessary training and tools to the associates to
contribute to our quality effort
• Continuously improve service and process quality through
measurements and process management .