Meaning of Quality

Websters Dictionary Degree of excellence of a thing American Society for Quality Totality of features and characteristics that satisfy needs

Meaning of Quality: Consumers Perspective

Fitness for use
How well product or service does what it is supposed to

Quality of design
Designing quality characteristics into a product or service A Mercedes sports car and a Ford truck are equally fit for use, but with different design dimensions

Meaning of Quality
Meaning of Quality

Producers Perspective

Consumers Perspective

Quality of Conformance
Production Conformance to specifications Cost

Quality of Design
Quality characteristics Price Marketing

Fitness for Consumer Use

Total quality management

Everybody should go to work expecting to do a fair days work for a fair days pay and to return home with a feeling of achievement and contribution to the success of the company.
Total: Everyone should be involved Quality: customers should be provided with uniform quality product that meets their expectations Management: the way total quality is conducted

TQM Pre-requisites
Leadership

from the top

Effective management of the cost of quality Focus on customer satisfaction Continuous improvement in all aspects of all operations

Complete involvement of everyone in quality improvement

TQM Principles
Commitment of everybody in the organization The companys success depends on the participation of everybody Opportunities for complete participation by everybody

Process (Quality) Improvement Teams

Focus attention on business processes rather than separate company functions Includes members from the interrelated departments which make up a process Important to understand the process the team is addressing Process flowcharts are key tools

Commitment Quality Council Recognition Education Organization

Recognition
Awareness Training Quality improvement teams Quality cost measurement

Investigation
Corrective action

Quality Improvement

vision

Quality Audit

Target identification

Goal setting

Quality Council: all corporate efforts to TQM Co-ordinates Education: on the business own interpretation and implementation of TQM

Quality cost measurement: methods to measure, document and analyze the cost of quality
Training: thorough learning of tools and techniques for quality improvement Target identification: identify areas of priority Quality audits: feedback mechanism of TQM

Recognition: achievements of individuals and groups should be made public

Deming Wheel: PDCA Cycle

4. Act
Institutionalize improvement; continue cycle.

1. Plan
Identify problem and develop plan for improvement.

3. Study/Check
Assess plan; is it working?

2. Do
Implement plan on a test basis.

Total Quality Management

Commitment to quality throughout the organization Principles of TQM
Customer-oriented Leadership Strategic planning Employee responsibility Continuous improvement Cooperation Statistical methods Training and education

Quality Circle
Presentation
Implementation Monitoring

Organization
8-10 members Same area Supervisor/moderator

Training
Group processes Data collection Problem analysis

Solution
Problem results

Problem Identification
List alternatives Consensus Brainstorming

Problem Analysis
Cause and effect Data collection and analysis