QUALITYQUALITY

Liberalization of markets increased competition

Globalization = Oppurtunities + challenges

Products exported to foreign markets must comply with standards and technical regulations applied in those markets

To survive, developing country industries must become

competitive !

Role of Quality in Economic DevelopmentRole of Quality in Economic Development

Other competitiveness factors: Flexibility, innovation, differentiationOther competitiveness factors: Flexibility, innovation, differentiation

What is Quality ?What is Quality ?QUALITY QUALITY • deming deming defines quality as itdefines quality as it is is Expected degree of consistency Expected degree of consistency and accreditation suit the market and at low costand accreditation suit the market and at low cost .

•Joran defines quality as it fits the product purpose .Joran defines quality as it fits the product purpose .

•American Association of Quality ( ASAC ) and the European American Association of Quality ( ASAC ) and the European Organization for Quality Control ( EOQC) , defines quality as it Organization for Quality Control ( EOQC) , defines quality as it is represents the total advantages and characteristics which is represents the total advantages and characteristics which affect the capacity of goods and services in meeting a certain affect the capacity of goods and services in meeting a certain need.need.

• International Standardization Organization ( ISO ) defines International Standardization Organization ( ISO ) defines quality as it is a group of processes aiming to improve the quality as it is a group of processes aiming to improve the quality of a product or service until it reaches the level quality of a product or service until it reaches the level satisfying the customer at all times . and quality assurance satisfying the customer at all times . and quality assurance ensures the product quality according to the required quality ensures the product quality according to the required quality control level .control level .

What is Quality ?What is Quality ?

QUALITY QUALITY isis

degree to which a set of inherent characteristics fulfils requirements (ISO 9000:2000)

REQUIREMENTS REQUIREMENTS can be stated, implied or obligatorycan be stated, implied or obligatory may include aspects related tomay include aspects related to

– performance – safety

– usability – economics

– dependability – aesthetics

Activities Affecting QualityActivities Affecting Quality

Typical Typical life-cycle phaseslife-cycle phases

of a productof a product

Product design and development

Marketing and market research

Process planningand development

Disposal or recycling at the end of useful life

PurchasingAfter sales

Production orprovision of service

Technical assistance

and servicing

VerificationInstallation andcommissioning

Sales and distribution

Packaging and storage

Facets of QualityFacets of Quality Determination of Customer Requirements (Product/service

specifications) incuding: Market research contracting legal requirements

Quality of Design

Quality of Conformance including: Process planning & development Purchasing Production Verification Packaging,storing Sales & distribution

Quality of Product Support: Installation & commissioning After-sales Technical assistance and Disposal/recycling servicing

Abstract Of Quality Concepts

Accordingly , we can say that quality concept passed into Accordingly , we can say that quality concept passed into different stage and developed as a result of the experience different stage and developed as a result of the experience and the development of science and techniques . they are and the development of science and techniques . they are outlined as follows :outlined as follows :

Quality Control Through Production TestingQuality Control Through Production Testing Quality Through Process Control Quality Through Process Control Quality Through The Application Of Inclusive QualityQuality Through The Application Of Inclusive Quality

At the emergence of inclusive quality concept , schools of At the emergence of inclusive quality concept , schools of various methods and target appeared for carrying out the various methods and target appeared for carrying out the inclusive quality concept.inclusive quality concept.

Deming School

Depends on product and service conformance with the Depends on product and service conformance with the targeted standard by caring of the quality of raw materials , targeted standard by caring of the quality of raw materials , design and manufacturing.design and manufacturing. Ensures that the universal quality brings about high Ensures that the universal quality brings about high productivity and competitive power . he thinks that the main productivity and competitive power . he thinks that the main target of the organization is profit , investment protection and target of the organization is profit , investment protection and promotion of jobs. promotion of jobs. Depends on the statistic quality control as s main means . Depends on the statistic quality control as s main means . Experts of high level of statistic quality control are to be Experts of high level of statistic quality control are to be available for solving any problem facing any stage .available for solving any problem facing any stage .

Joran School Group of activities constituting an integrated management Group of activities constituting an integrated management including market and development researches , design , including market and development researches , design , production planning , purchase, adjacent of the processes of sales production planning , purchase, adjacent of the processes of sales testing and investigation of customers reactions through market testing and investigation of customers reactions through market researches .researches . There should be an urgent need of an efficient and conscious There should be an urgent need of an efficient and conscious high management playing a main role in quality management high management playing a main role in quality management which should be convinced that the quality management and which should be convinced that the quality management and development is a permanent and continuous process. development is a permanent and continuous process. The quality control as a process of having a physical quality The quality control as a process of having a physical quality standard compared to targeted standards , acting as soon as there standard compared to targeted standards , acting as soon as there is differ race (is differ race (successive step : study of symptoms , diagnosis, treatment) The importance of continuous training .

Krospy School

Method for quality management and improvement , depending Method for quality management and improvement , depending on the concept of ( entire priority of quality and ( its improvement on the concept of ( entire priority of quality and ( its improvement elements . In his point of view , we should identify first the entity of elements . In his point of view , we should identify first the entity of ( quality ) which he identifies as ( requirement conformance ) .( quality ) which he identifies as ( requirement conformance ) . To prevent the reasons of errors through full understanding of To prevent the reasons of errors through full understanding of production processes and avoiding any rang of errors for production processes and avoiding any rang of errors for eradicating any chance of defects in production (eradicating any chance of defects in production (Quality is to be considered as a bank cheque which its value is to be issued in full). . Any financial loss indicates that quality is to develop . the only Any financial loss indicates that quality is to develop . the only way for making up of any financial loss is to improve quality for way for making up of any financial loss is to improve quality for ensuring the best position in the financial situation.ensuring the best position in the financial situation. Zero defects (error).

Japanese School

Depend on the statistic ways developed by Deming and Joran.Depend on the statistic ways developed by Deming and Joran. The production section is the first responsible for quality.The production section is the first responsible for quality. Depends on operation control and identification , focus and Depends on operation control and identification , focus and conformity with the objectives .conformity with the objectives . (Quality is before quantity ) the worker can use the ways of (Quality is before quantity ) the worker can use the ways of statistic quality control and protective methods , the high statistic quality control and protective methods , the high management works for improving quality , while the intermediate management works for improving quality , while the intermediate management focuses on achieving quality and offering management focuses on achieving quality and offering suggestions for improving it .suggestions for improving it .They adopted quality methods such as Ishikawa method in They adopted quality methods such as Ishikawa method in managing the inclusive quality . Ishikawa started assimilating the managing the inclusive quality . Ishikawa started assimilating the statistic quality control methods as applied in the west.statistic quality control methods as applied in the west.He depended on the full contribution of the lowest level of He depended on the full contribution of the lowest level of workers up to the highest level of management for achieving the workers up to the highest level of management for achieving the quality and on the quality department.quality and on the quality department.

Deeming Method

1) Ensure that improvement of product quality and services are 1) Ensure that improvement of product quality and services are constant target . constant target . 2) Follow Anew philosophy for a new economic age through 2) Follow Anew philosophy for a new economic age through instilling the concepts of quality management , learning , rooting instilling the concepts of quality management , learning , rooting and enforcing at the top of each development.and enforcing at the top of each development.3) Stop depending on testing for ensuring quality and decrease 3) Stop depending on testing for ensuring quality and decrease numerous tests through implementing quality in the product . numerous tests through implementing quality in the product . 4) Don ’t depend on the price only , but try to decrease total costs. 4) Don ’t depend on the price only , but try to decrease total costs. 5) Improve the system of production and services constantly and 5) Improve the system of production and services constantly and continuously for improving quality and productively and continuously for improving quality and productively and decreasing costs . decreasing costs . 6) Bases or rules for continues on-job training . 6) Bases or rules for continues on-job training . 7) Devote leadership which can supervise , direct and help 7) Devote leadership which can supervise , direct and help workers and supervise the workers in management and production workers and supervise the workers in management and production . .

Deeming Method

8) Dispel all apprehensions and confusion of the workers so as they 8) Dispel all apprehensions and confusion of the workers so as they can work effectively in favor of the organizing . can work effectively in favor of the organizing . 9) Remove the barriers among sections , researches , design , sales 9) Remove the barriers among sections , researches , design , sales and production to let them work for exploring the problems and their and production to let them work for exploring the problems and their solutions . solutions . 10) Don10) Don’’t use slogans , advices and total largest such as ( zero error ) t use slogans , advices and total largest such as ( zero error ) or ( towards new production levels ) . these will have adverse effects . or ( towards new production levels ) . these will have adverse effects . Errors are the result of the regulation . their correction will not be in Errors are the result of the regulation . their correction will not be in the hands of workers . the hands of workers . 11) Avoid quantitative limit of production or limiting the levels of 11) Avoid quantitative limit of production or limiting the levels of works and management in targets . Replace this with leadership . works and management in targets . Replace this with leadership . 12) Remove all factors which impede workers to boast of their skills 12) Remove all factors which impede workers to boast of their skills and encourage all workers to do that . and encourage all workers to do that . 13) Place a strict system for education and self improvement . 13) Place a strict system for education and self improvement . 14) Prepare every person just to be able for carrying out big 14) Prepare every person just to be able for carrying out big transformations and responding them efficiently transformations and responding them efficiently ..

Fatal Mistakes As Seen By Deming

1) Instability of production targets . 1) Instability of production targets . 2) Focusing on short-term profits . 2) Focusing on short-term profits . 3) Depending on performance valuation or 3) Depending on performance valuation or efficiency appreciate or law of annual review . efficiency appreciate or law of annual review . 4) Management fluctuations . 4) Management fluctuations . 5) Management appreciation by using visual 5) Management appreciation by using visual data only without considering unknown data. data only without considering unknown data.

Joran Guidelines1) Identify the clients . 1) Identify the clients . 2) Identify the clients requirements . 2) Identify the clients requirements . 3) Translate these requirements into specified high quality 3) Translate these requirements into specified high quality requirements . requirements . 4) Be careful of developing production in harmony with these 4) Be careful of developing production in harmony with these requirements . requirements . 5) Identify the optimal characteristics of the product which 5) Identify the optimal characteristics of the product which realize the organization interest and the consumers requirements realize the organization interest and the consumers requirements . . 6) Develop the operations which can give production according 6) Develop the operations which can give production according to the targeted levels . to the targeted levels . 7) Improve the operations in favor of the organization and the 7) Improve the operations in favor of the organization and the clients requirements . clients requirements . 8) Ensure that the targeted operation can make production in 8) Ensure that the targeted operation can make production in accordance with the targeted levels through physical production accordance with the targeted levels through physical production experiences . experiences .

Characteristics in all Inclusive Quality Methods1.1. Quality Liability : Quality Liability :

• the inclusive quality management is a method of the the inclusive quality management is a method of the organization management securing the contribution and organization management securing the contribution and continuous cooperation of all in improving the quality of continuous cooperation of all in improving the quality of products , services and activities for meeting the clients products , services and activities for meeting the clients satisfaction and the organization interest in favor of all and satisfaction and the organization interest in favor of all and in conformity with the organization requirements . in conformity with the organization requirements .

2. Compliance With Quality :2. Compliance With Quality :• this compliance should include all sections , tasks and this compliance should include all sections , tasks and

operations all should cooperate for meeting the operations all should cooperate for meeting the clients clients requirements . requirements .

3. Clients Satisfaction : 3. Clients Satisfaction : • To understand and respond to the clients requirements To understand and respond to the clients requirements

and and expectations is the success key of any expectations is the success key of any organization.organization.

Characteristics in all Inclusive Quality Methods4. Assessment of operation performance :

• Assessment of operation performance is to be made all the activities of organization.

5. Continuous Improvement :• The target of improving performance and operations should be a continues target of the organization .

6. Identification of problems :• Identification and assessment of problems and finding their suitable solutions one of the main targets

7 .Application of Inclusive Quality Management : • The successful organization should be qualified for applying a group of regulations , means and techniques . in spite of each separate regulation may result in limited improvement in quality . But the full efficiency of regulations and methods appear only in an integrated regulatory framework .

Characteristics in all Inclusive Quality Methods8. Creating and Improving the Organizational Structure: 8. Creating and Improving the Organizational Structure:

• Quality management depends on full operations within the Quality management depends on full operations within the framework of a certain organizational structure which should framework of a certain organizational structure which should be suitable for improving efficiency of applied regulations and be suitable for improving efficiency of applied regulations and operations , considering its continual improvement operations , considering its continual improvement accordingly accordingly

9. Improvement of Planning Methods : 9. Improvement of Planning Methods : • planning methods should be regularly considered for planning methods should be regularly considered for

ensuring that they include all levels of the organization , and ensuring that they include all levels of the organization , and they are suitable and effective they are suitable and effective

10. Training : 10. Training : • Training programs are basic for creating a general Training programs are basic for creating a general

atmosphere and capability in improving quality covering all atmosphere and capability in improving quality covering all levels of the organization.levels of the organization.1111 . .Quality SystemsQuality Systems : :

• Quality systems should be designed to include all means Quality systems should be designed to include all means and and methods which enable the organization to methods which enable the organization to respond accurately respond accurately to the clients desires to the clients desires

Main Management Of Quality Control :

Quality Control has four main roles . they differ Quality Control has four main roles . they differ according to the difference in the type of the industrial according to the difference in the type of the industrial organization and the nature of into work. They are : organization and the nature of into work. They are : • Control of design quality . Control of design quality . • Control of raw materials quality . Control of raw materials quality . • Control of the product quality . Control of the product quality . • Control of after-sale services quality . Control of after-sale services quality .

How ISO 9000 came to being (How ISO 9000 came to being (II))

Quality assurance gives confidence that product will satisfy requirements for quality

Extremely useful for defence and nuclear industries and large scale buyers assurance against disruption, losses and danger

QA measures developed by defence depts and large-scale buyers proliferation of QA requirements (e. g. GRAQ in UK and AQAP in NATO)

How ISO 9000 came to being How ISO 9000 came to being ((IIII))

National standards for QA/QM systems nationally

harmonized requirements

Example: BS 5750 (1979), SN 029100, CAN Z 299

International standards ISO 9000 internationally

harmonized requirements

ISO 9000 was revised twice –Year 2000 version

contains several new principles and approaches

What is the ISO 9000 Family of Standards ?What is the ISO 9000 Family of Standards ?

A set of generic international standards that prescribe quality management systems applied by organizations of any type or size that

manufacture products or components (hardware)

manufacture software manufacture processed materials provide services provide public administration functions

Contractual between supplier & buyer

Buyer approval/registration

Third party certification/registration

ISO 9000 is used in four situationsISO 9000 is used in four situations

Guidance for quality improvement

Quality

Assurance

QualityImprovement

Eight Quality Management System PrinciplesEight Quality Management System Principles

Customer focus To understand customer needs (present and future) To satisfy customer requirements To exceed customer expectations

Leadership Leaders estabish unity of purpose, direction and

internal environment of the organization Leaders establish the context in which people

become involved

Involvement of people Full involvement of people at all levels for the

benefit of the organization

Process approach Managing resources and acitivities as a process

achievement of desired results

System approach management Understanding and managing a system of

interrelated processes contributes to the organization’s effectiveness and efficiency

Eight Quality Management System Principles Eight Quality Management System Principles (cont.)(cont.)

CONTINUOUS IMPROVEMENT OF QUALITY MANAGEMENT SYSTEM

CONTINUOUS IMPROVEMENT OF QUALITY MANAGEMENT SYSTEM

Management ResponsabilityManagement Responsability

ResourceManagement

ResourceManagement

Customer(and other interestedparties)

Customer(and other interestedparties)

Product RealisationProduct

Realisation ProductProduct

InputInput

OutputOutput

«Process Approach» in an Organisation«Process Approach» in an Organisation

Measurement,analysis andimprovement

Measurement,analysis andimprovement

Customer(and other interestedparties)

Customer(and other interestedparties)

SatisfactionSatisfaction

RequirementsRequirements

Continual improvement Must become the organization’s permanent

objective

Factual approach to decision making

Effective decisions are based on the analysis of data and information

Mutually beneficial supplier relationships Allows both organizations to create value

Eight Quality Management System Principles Eight Quality Management System Principles (cont.)(cont.)

Why a QMS according to ISO 9000 in my Why a QMS according to ISO 9000 in my organization ?organization ?

Because the customer wants it

To work with quality and excellence

To obtain better financial results

To satisfy our shareholders, our employees and our partners