QUALITY AWARENESS

THE BASIC MISSION:

TO SATISFY THE NEEDS OF SOCIETY

Through

GOODS & SERVICES

of

DESIRED QUALITY & RELIABILITY

at

MINIMUM COST

at

RIGHT TIME & PLACE

PERCEPTION OF QUALITY:

Differs with People Changes with situation

HENCE QUALITY

Is Not Unique

Is Not Static

Is Not Absolute

Is Not Chance

Has No Boundaries

AND YET QUALITY

Must be Defined in Measurable Terms which have global acceptance

Must be an Achievable Objective

Needs a Management System that Assures the Manufacturers to ensure satisfaction of the customer

QUALITY AWARENESS

QUALITY

IS

USER

DEPENDANT

THE TOTALITY OF CHARACTERSTICS

OF AN ENTITY

THAT BEAR ON ITS ABILITY

TO SATISFY

STATED AND IMPLIED NEEDS

QUALITY

CUSTOMER NEEDS

INTERNAL OR EXTERNAL STATED OR IMPLIED

DESIGNED

PROCESSED

SUPPLIED

EVERY TIME , FIRST TIME

RIGHT PRICE

RIGHT TIME

RIGHT SPECIFICATION

QUALITY AWARENESS

THE CONCEPTS:

Fitness for use

Satisfying Customer needs

Control of variability

Doing Right Things Right the First Time

Control of Loss- Function to Society

Loss during Development, Manufacturing & Supply

Loss During Use of Product

QUALITY IS

TOTALITY OF ALL THE ABOVE ASPECTS

AND ANYTHING MORE

THAT BEAR ON THE ABILITY

OF A PRODUCT/SERVICE

TO SATISFY STATED &

PERCEIVED NEEDS

OF THE CUSTOMER

AT THE MINIMUM COST

QUALITY AWARENESS

What Quality means

Being polite on phone

Getting things right first time every time

Aiming for zero defects

Being flexible and responsive to change

Delivering on time and in full

Tackling the source, not the symptoms of a problem

admitting your most valuable resource is your people

Having a cost effective, workable quality system

Measuring the progress of quality improvements

Solving problems by discussions not conflict

Never having to say , I am sorry

Improving your own performance

Co operating and not confronting Measurement of Quality

Delivery accuracy

Invoice errors

Right first time

Lead time

Telephone response

Suppliers delivery

Customers complaints/queries

Bills of material accuracy

Inventory record accuracy

Forecasting accuracy

Adjustments per error

Total quality is a new approach in improving the effectiveness and flexibility of business as a whole.

It is a quality process which involves everyone from every department of an organization working together to eliminate the errors and prevent waste.

The benefits of making sure things are done first time right are enormous in the terms of greater efficiency, lower cost improved quality, better reputation greater market share

QUALITY AWARENESS

Quality: Simply defined as fitness for purpose at lower cost Quality is regarded as degree of fulfilment of requirements Quality is degree of perfection

Basic Elements Of Quality

1. Performance 2. Features 3. Reliability 4. Conformance 5. Durability 6. Serviceability 7. Aesthetics 8. Proven process

Must be quality Desired quality Expected quality Conforming to specifications? Fitness for use? QUALITY Meeting Customer requirements Total quality not a programme but a continuous journey Total quality is performance leadership in meeting customer requirements on constant basis, by doing right things right at first time

QUALITY AWARENESS

STEPS TOWARDS QUALITY

Consistent Zero Defects Zero error

Act to avoid recurrence Prevent

Eliminate the cause Think Take corrective action Improve

Establish the cause Analyse

Temporary

Solve it for present Elimination

I am responsible Accept Rationalise I do not have time Accuse others fault Deny its not true

Ignore I do not know

QUALITY AWARENESS

INTERRELATION AMONG PARAMETERS: The forgoing parameters can be sketched out in the form of a tree which helps bring out

the interrelation. there are numerous ways of sub dividing these parameters, structuring

the resulting trees, and setting up models for evaluation

Fitness For use

Quality of Design

Quality Of Market Research

Quality of concept

Quality of Specification

Quality of Conformance

Technology

Manpower

Management

Availability

Reliability

Maintainability

Logistic support

Field Service

Promptness

Competence

Integrity

QUALITY AWARENESS

Internationally Accepted Level of Quality

IV STEP IV TQM II

III

CREATIVE AND INNOVATIVE

II STEP III TQM I I

IMPROVE THROUGH NEW PRODUCT DEVELOPMENT THROUGH EVERYONES INVOLVEMENT

LEVEL STEP II PROCESS CONTROL

PREVENTION OF DETECTIVES : Q.C RESPONSIBILITY SHARED WITH LINE FUNCTIONS STEP 1 INSPECTION

DETECTION OF DEFECTIVES Q.C RESPONSIBLE WITH QUALITY FUNCTION

QUALITY AWARENESS

Customer oriented economic system induces the efficient utilisation of natural resources

and hence can be said to be the most effective and beneficial to society

In such a system as the manufacturer improves quality of the performance.

Cost and delivery is also controlled through quality hence quality is the vital element of

consumer needs

The quality process is influenced by social & cultural beliefs, Hence

These tools need fine tuning to get our flavour and concept

These concepts cannot be borrowed from outside

On this evolution would depend the effective actual application of theses techniques

Evolution of these concepts can be done only by a group of knowledgeable people consciously working on application research

Intellectual Honesty

It is the course and will power to stand up to our ideas and conviction in the face of all challenges

Very often at the mere suggestion of a challenge we compromise with our ideas Self Control

It is a self imposed curb on expenditure of human energy in wasteful channels and redirecting the energy thus conserved to constructive work

Respect for others

Not to injure or curse or wish harm to anyone even mentally in a nutshell. It is the plentiful ability to forget the follows of others around us, dishonestly of those who are working with us and vulgarities of the members of our team.

SCRAP PROFIT

REWORK DELIVERY

DEFECTIVES QUANTITY

COST PRODUCTION

QUALITY AWARENESS

Total Quality Control the wheel

(QUALITY LOOP)

Self Development Process ------ The HUB

Control Process ------ The DISC

Quality Process ------ The RIM

QUALITY AWARENESS

QUALITY, PRODUCTIVITY & COST

Therefore Total Quality means:

Control of Management of Quality, Cost and Delivery of Goods & Services

Through the people ::::: Employees

For the people ::::: Consumers

By the people ::::: Shareholders

Companies exists in a society for the purpose of satisfying people in that society, this is the reason for their existence and should be their primary goal, management which recognises this and works on this principle is Total quality management

Those companies which ignore these realities can not last very long.

IMPROVED QUALITY

Improve Productivity By:

Less Rework

Less Rejects

Better use of machinery

Less Time in Assembly

Less Time in final Test

Less damage in Handling & stores

Less time for repairs & field service

Better job satisfaction

Reduce cost By:

Higher Productivity

Savings in Materials

Less Inventory costs

Less warranty costs

Repair Replacements

Less Service Cost

Reduced failures Less invest of spares

Improved sales & market share

Increased profit

Growth in Business

Provide jobs & more jobs

QUALITY AWARENESS

LOSSES DUE TO BAD QUALITY:

Tangible

Increased rejection / rework

Less production / productivity

Higher customer complaints

Intangible

Loss of Good will

Conflicts between different departments

Loss of Morale

Quality Control

Operational techniques and activities that are used to fulfil requirements of quality.

Difference between Inspection & QC

Inspection Quality Control Starts after production Starts along with or before production Separates good from bad Ensures that bad is not produced Only inspection department responsibility

Everyones responsibility

Quality Vs Productivity

Go hand in hand Quality is key to productivity Quality boosts productivity

QUALITY AWARENESS

TOTAL QUALITY

Is a new approach in improving the effectiveness and flexibility of business as a whole.

It is a quality process which involves everyone from every department of an organisation

working together to eliminate the errors and prevent waste.

The benefits of making sure things are done :FIRST TIME RIGHT are enormous in

terms of greater efficiency, lower costs, improved quality, better reputation, greater

market share

TQ

Finding out from customer what he wants and then after supply of product or service.

Asking him whether he is happy about it and fully satisfied

TQ means

Satisfying external customer

Reducing cost

Partnership with customer

Employee involvement and development

Satisfying internal customer

TQ means

Winning through cooperation facilitate mutually beneficial relationship between

Company Customer

Company Employees

Company Suppliers

Total quality is a new approach in improving the effectiveness and flexibility of business as a whole. It is a quality process which involves everyone from every department of an organization working together to eliminate the errors and prevent waste. The benefits of making sure things are done first time right are enormous in the terms of greater efficiency, lower cost improved quality, better reputation greater market share

QUALITY AWARENESS

Symptoms of Low Quality Business

COMPLAINTS YOU SPEND A LOT OF TIME DEALING WITH OR AVOIDING IRATE CUSTOMER

WASTED TIME YOU SPEND UPTO TWO DAYS A WEEK ON UNNECESSARY WORK FRUSTRATION YOU NEVER HAVE TIME FOR IMPORTANT, NECESSARY WORK HASSLE THERE ARE ALWAYS FIRES TO PUTOUT CONFUSION NO ONE SEEMS TO KNOW WHATS GOING ON LAST OF ALL YOU OVERLOAD YOU ALWAYS HAVE TOO MUCH TO DO UNDER LOAD BUT YOUR STAFF NEVER SEEMS TO HAVE ENOUGH TO DO.

QUALITY KEY TO THE FUTURE

No time for confusion

Quality concept spreads from Japan to Westwards

Organisations taking on the challenge for Quality

International cut throat competition

Trade barriers broken down

No traditional protection to companies

Customer demand zero defect

Value for money

Need for quick response

Need for total employees involvement

With customer focus activity

All the resources need to be utilised for meeting needs of customer

TODAY WE ARE IN THE WORLD OF FINITE RESOURCES AND INFINITE NEEDS

TOTAL QUALITY AIMS AT RESOLUTION OF THIS FUNDAMENTAL CONTRADICTION