R.

HARIHARAN LECT / EEE

quality is fitness for use JURAN

Quality should be aimed at the needs of the consumer, present and future. DEMING

Quality concept focused on

Meeting the customers needs and expectations Doing it in an efficient manner.

Q=P/E Q- quality P- performance E- expectations P & E based on perception of customers.

TOTAL made up of the whole. QUALITY degree of excellence a product or service provides. MANAGEMENT- act, art or manner of handling, controlling, directing, staffing an organization.

Top managements commitment to quality in all aspects. Customer focus of the organization. Process focus and improvement. Measurement of performance. Benchmarking. Teams. Supplier teaming. Employee involvement and empowerment

Training of employees. Inventory management. Communication. Quality costs.

A committed and involved top management to provide long-term, top to bottom approach. An unwavering focus on the customer, both internally (employees) and externally (buyers). Effective involvement and utilization of the entire work force. Continuous improvement of the business and production processes.

Treating suppliers as partners called supplier partnering. Establish performance measures for the processes.

Performance Features Reliability Conformance Durability Serviceability Aesthetics Perceived quality or reputation Response

Act of planning is thinking out in advance the sequence of actions to accomplish certain objectives.

Quality planning refers to deliver the product to the customers at minimum cost.

A quality cost is considered to be any cost that the company would not have incurred if the quality of the product or service were perfect. Total quality costs are the sum of prevention costs, appraisal costs, and internal and external failure costs.

It include the costs of all activities specifically designed for preventing errors from occurring. Elements of prevention cost are:
Marketing /customer/user cost Product/service/design development costs Purchasing costs Operation costs Quality administration cost

Cost incurred by the organization for inspection and testing of the product in the production process itself. Some appraisal costs are:
Purchasing appraisal costs Operations appraisal costs External appraisal costs Checking labor costs Quality audit costs Field testing costs

Cost incurred within organization, up to the moment when the product is transferred to customers. Some of the internal costs are:
Product/service design failure-internal Purchasing failure costs Operation failure costs Scrap cost Rework cost Factory contact engineering cost

Cost incurred by the manufacturer after the product has been delivered to the customer. Some external failure costs are:
Returned goods cost Product recall cost Complaints in/out warranty costs Product service costs Penalties Customer good will Lost sales costs

The objective of quality cost analysis is to minimize the total cost of quality across the life of a product. Quality cost analysis is a standard part of traditional quality control The techniques are
Trend analysis Pareto analysis

It is a tool for plan that provides information for long range planning. It also provides information for the investigation and assessment of quality improvement programmes. It compares the present quality cost levels to past quality costs level

It is the method of classifying items, events or activities according to their relative importance. A pareto diagram is a diagnostic tool commonly used for separating the vital few causes that account for a dominant share of quality loss.

30 25 20
% Complaints

28

15 10 5 0
Loose Threads

16 12 12 6 4

3
Material flaws

Stitching flaws

Button problems

Customers requirements must be met always. There must be agreed requirements, for both internal and external customers. Everybody must be involved, from all levels and across functions. Regular communication with staff at all levels is must. Two way communication at all levels must be provided.

Identifying training needs and relating them with individual capabilities and requirements is must. Top managements participation and commitment is must. A culture of continuous improvement must be established.

Emphasis should be placed on purchasing and supplier management. Every job must add value. Quality improvement must eliminate wastes and reduce total cost.

Leadership is the ability to do inspire people positively to make a total, willing and voluntary commitment to accomplish the organizational goals.

Customers first Value people Build supplier partnership Empower people Demonstrate involvement / commitment Strive for excellence Explain and deploy policy Improve communication Promote teamwork Benchmark continuously Establish system Encourage collabration

Producer role Director role Coordinator role Checker role Stimulator role Mentor role Innovator role Negotiator role

Establish quality policies Develop a leadership system Management by wandering around Strategy of decision making and problem solving Strong information base Provide the resources to train the employees Award and recognition Spend more time on quality

Effective communication Identify and encourage potential employees Responsibility on quality Role model Minimize the resistance to change Listening internal and external customers and suppliers The senior managers should periodically check whether the quality improvement program are conducted as per the plan.

It is a team to provide overall direction for achieving the total quality culture (TQC)

It composed of:
CEO Senior managers Consultant

Establish core values and quality statements Establish strategic long term plan Plan the training and education programmes Determine and monitor the cost of poor quality Perform and monitor the performance measures Establish multifunctional project Establish the recognition and reward system

The elements are:

Vision statement Mission statement Quality policy statement

VISION statement is a short declaration of what on organization aspires to be tomorrow. MISSION statement is usually one paragraph, describes the function of the organization. It provides a clear statement of purpose for employees, customers and suppliers.

QUALITY POLICY is a guide for everyone in the organization as to how they provide products and service to the customers. It should be written by CEO with feedback from the workforce and be approved by the quality council.

It sets the long term direction of the organization in which it wants to proceed in future. STRATEGIC PLANNING PROCESS
Customer needs Customer position Predict the future Gap analysis Closing the gaps Alignment Implementation

Create constancy of purpose toward improvement of product and service. Adopt the new philosophy. Cease dependence on inspection to achieve quality. End the practice of awarding business on the basis of price tag.

Improve constantly and forever the system of production and service. Institute training.

Institute leadership.
Drive out fear. Break down barriers between departments.

Eliminate slogans, exhortations and targets for the work force. Eliminate work standards on the factory floor.

Remove barriers to pride of workmanship.

Institute a vigorous program of education and self-improvement. Accomplish the transformation.

Lack of management commitment. Lack of faith in support to TQM activities among management personnel. Failure to appreciate TQM as a culture revolution. Misunderstanding about the concept of TQM. Improper planning. Lack of employees commitment. Lack of effective communication.

Lack of continuous training and education. Lack of interest or incompetence of leaders. Ineffective measurement techniques and lack of access to data and results. Non-application of proper tools and techniques. Inadequate use of empowerment and team work. Inadequate attention to internal and external customers. Delay or non-implementation of quality improvement teams recommendations.