Session 1

What

is Quality? Importance of Quality History of Quality & Evolution

Websters defines QULAITY as Essential nature; a trait ; characteristic, relatively considered. ASQC defines QUALITY as a systematic approach to the search for excellence. Quality can also mean any of the following:

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The degree of excellence than an item possess  Being the best money can buy  Meeting a specification  Craftsmanship  No more than 1 % defective lot  Anything Japanese

       

As per David Garvin there are eight dimensions of Quality: Performance Features Reliability Conformance Durability Serviceability Aesthetics and perceived quality

1. Performance
primary operating characteristics, e.g. picture clarity

2. Features
supplement characteristics, e.g. free drinks on a plane

3. Reliability
probability of a products failing within a specified period of time

4. Conformance
internal and external design and operating characters match standars, e.g. repairs under warranty

5. Durability
a measure of product life, e.g. a light bulb

6. Serviceability
speed, courtecy and compentence of repair, e.g. 48hours delivery of repair parts

7. Aesthetics
look, feeling, sound, taste, etc.

8. Perceived Quality
consumers subjective measure, e.g. ranking brands

Further definition of Quality can be:  Product Based  User Based  Manufacturing Based  Value Based

Views quality as a precise and measurable variable Difference in quality whether low and high reflect difference in some of the product feature i.e. differences in quantity of some ingredient or attribute possessed by the product.

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Whatever the customer says or wants It also implies to meeting or exceeding customers requirements and expectations From customer satisfaction to customer delight.

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Meeting specifications Conformance to requirements Any deviation from meeting requirements means poor quality

Takes into consideration the price of a product or service

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Fitness for Use: combination of the characteristics or properties of a product which make that product usable The extent to which the product serves the purpose of the user is called its fitness for use Dr. Juran has come up with this concept in 50s Widely used concept

As, the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs.

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Greater market share Higher earnings Loyal customers Higher growth rate Premium price Highly motivated employees

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Price Technology Psychology Time orientation Contractual Ethical

From Inspection to TQM  During the earlier days of manufacturing the operators work was inspected and decision made whether to inspect or reject. As the business became larger , so too did this role and full time inspection jobs were created.  Accompanying the creation of inspection functions other problems arose: 1.More technical problems occurred, requiring specialized skill, often not possessed by production workers.
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Lack of training with inspectors ` Inspectors were ordered to accept defective goods in order to increase output ` Skilled workers promoted to higher jobs, leaving unskilled operators to perform the operational jobs  These problems led to the birth of separate Inspection department with chief inspector  With the creation of new department there came the new services and issues
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Standards , training, recording of data and accuracy of measuring equipments. Thus the responsibility of Chief inspector was more than product acceptance and need to address defect prevention emerged. Emergence of Quality Control department with responsibilities of inspection services and quality control engineering. In 1920s , the concept of Statistical sampling has come during war time by Shewhart.

After world war II, Japans industrial system was virtually destroyed and it had a reputation for cheap imitation product and illiterate work force. Japan identified this problem and set about solving them with some reputed quality gurus Juran, Deming. In 1950s Quality Management practices has developed in Japans plants. In 1969 , first international conference on Quality control, sponsored by Japan, America and Europe held in Tokyo.

In a paper given by Feigenbaum, the term total quality was used for the first time, and referred to wider issues such as planning, organisation and management responsibility. Ishikawa gave a paper explaining how total quality control in Japan was different, it meaning company wide quality control, and describing how all employees, from top management to the workers, must study and participate in quality control.

The quality revolution in the West was slow to follow, and did not begin until the early 1980s, ` The British Standard (BS) 5750 for quality systems had been published in 1979, and in 1983 the National Quality Campaign was launched, using BS5750 as its main theme. The aim was to bring to the attention of industry the importance of quality for competitiveness and survival in the world market place.
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TQM is now part of a much wider concept that addresses overall organisational performance and recognises the importance of processes.

Quality Management : That aspect of the overall management function that determines and implements the quality policy. Quality System : The organizational structure, responsibilities, procedures, processes, and resources for implementing quality management. Quality Plan : A document setting out the specific quality practices, resources, and activities relevant to particular product, service, contract or project.

Quality Policy: The overall intentions and directions of an organization as regards quality as formally expressed by top management
To increase the Production from the existing level every year. Continuous improvement Productivity Waste elimination House keeping To make employees multiskilled through training and development. To maintain and improve Workorder throughput time To reduce seconds percentage

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Quality Assurance : All those planned and systematic actions necessary to provide adequate confidence that a product or service will satisfy given requirements for quality. Quality Control : The operational techniques and the activities used to fulfill requirements of quality. Inspection : Activities like measuring, examining, one or more characteristics of product and then comparing with specified requirements to determine conformity.

Quality is inherent in a product and is incorporated into the product during product development , production and marketing. Quality Assurance considers not only the quality of finished product , but also the actions and interaction of the departments, materials, and processes involved in production.

Meeting the specifications/ Conformance to specifications