INDUSTRIAL MANAGEMENT

• QUALITY & STANDARDS

 What is QUALITY
• Quality is Job #1.
• Quality First.
• Quality, It's a Way of Life.
• Quality Is Our Most Important Product.

“Quality is a degree of excellence”... (Webster)

 Different Perspectives Different Definitions
• Transcendent definition: excellence
• Product-based definition: product attributes/capabilities
• User-based definition: fitness for intended use
• Value-based definition: quality vs. price
• Manufacturing-based definition: conformance to
specifications.
 Definition of QUALITY

“Quality is the totality of features and characteristics of a

product or service that bear on its ability to satisfy given
needs.” (American Society for Quality)
 INSPECTION & QUALITY CONTROL

Actually Quality Control (QC) and Inspection are same

things i.e inspection is a part of QC
 QUALITY CONTROL

“Those planned and systematic actions which

provides a mean to control and measure the
characteristics of a product, process or a service.”
 What is QUALITY CONTROL
Quality control is a process that is used to ensure a certain
level of quality in a product or service. It might include whatever
actions a business deems necessary to provide for the control and
verification of certain characteristics of a product or service. Most
often, it involves thoroughly examining and testing the quality of
products or the results of services. The basic goal of this process is
to ensure that the products or services that are provided meet
specific requirements and characteristics
 EXAMPLES of QC
• Manufacturers of food products often have employees who test the
finished products for taste and other qualities.

• Clothing manufacturers have workers inspect garments to ensure

that they are properly sewn.

• Service-oriented companies often have representatives who observe

the services being performed or who do follow-up checks to ensure
that everything was done properly
 INSPECTION
The act of determining conformance or nonconformance of
the expected performance is the function of inspection.

By inspection, a manager seeks to determine the acceptability

or non- acceptability of the parts, products or services. The
basis for inspection is usually a specification which is called
inspection standard. Inspection is made by comparing the
quality of the product to the standard.
 Definition of INSPECTION

The ISO standard defines inspection as

“activity of measuring, examining, testing one or more

characteristics of a product or service and comparing the
results with specified requirements in order to establish
whether conformity is achieved for each characteristic.”
 WHEN? QC/INSPECTION
1. When raw materials are received prior to entering
production.
2. Whilst products are going through the production process.
3. When products are finished - inspection or testing takes
place before products are dispatched to customers.
4. Evaluating people. (Applicable with service-oriented
companies.)
 QC CHECK LISTS
Pulling a random sample

Checking the product against specifications

Verifying packaging requirements

Classifying and reporting quality defects

Performing on-site product tests

 QC PROBLEMS
• The inspection process does not add any "value". If there were any
guarantees that no defective output would be produced, then there
would be no need for an inspection process in the first place.
• Inspection is costly.
• It is sometimes done too late in the production process. This
often results in defective or non-acceptable goods actually being
received by the customer
• It is usually done by the wrong people - e.g. by a separate "quality
control inspection team" rather than by the workers themselves.
 QC vs. QA
QUALITY CONTROL IS OFTEN COMPARED OR CONFUSED
WITH QUALITY ASSURANCE ALTHOUGH THEY ARE DIFFERENT

"Inspection with the aim of finding the bad ones

and throwing them out is too late, ineffective,
costly. Quality comes not from inspection but
from improvement of the process."

- W. Edwards Deming
 QC vs. QA (Contd.)
QUALITY ASSURANCE
• In quality assurance, you plan to
avoid the defect in the first place.
• Quality assurance is all about
prevention.
• Quality assurance is a process
based approach.
• The goal of the quality
assurance process is to
develop a process so that
defects do not arise when
you are producing the
product
QUALITY CONTROL
• On the other hand in quality control,
you try to find defects and correct
them.
• Quality control is all about the
detection. while making the product.
• Quality control is a product based
approach.
• Quality control identifies the
defects after the product is
produced but is not yet
released or is still in the
production phase.
 ISO: An Introduction

“ISO, the International Organization for Standardization, is an

independent, non-governmental organization It is the world's
largest developer of voluntary international standards and
facilitates world trade by providing common standards between
nations. Over twenty thousand standards have been set
covering everything from manufactured products and
technology to food safety, agriculture and healthcare.”
 ISO Certification
• ISO certification ensures that an organization runs its business using
international standards. These can include business management,
environmental policies, or they can be standards that were developed by
the ISO for specific business sectors.
• The ISO does not certify organizations itself. To become certified, you need
to contact a third-party that will audit your organization and determine
whether or not your processes, products and services fulfill the ISO
criteria. Most companies begin with ISO 9001 certification, which is the
basis for most of the other ISO standards. The cost of being certified varies
depending on the size of your company. The process can take up to a year
or more.
 Total Quality Management (TQM)
TOTAL:
Made up of the WHOLE

QUALITY:
Degree of EXCELLENCE

MANAGEMENT:
Art of Planning, Organizing and Controlling
 Total Quality Management (TQM)(Contd.)

Therefore, “TQM is the art of MANAGING the WHOLE to

achieve EXCELLENCE.”
 TQM-Elements
TQM began in the manufacturing sector and has now trickled
down to every form of organization. TQM requires the help of 8
elements. These elements can be divided into four groups. These
groups are:
1. Foundation: It includes: ethics, integrity and trust.
2. Building Bricks: It includes: Training, teamwork and
Leadership
3. Binding Mortar: Including: communication
4. Roof: It includes: recognition