Qual

it
yandQual
it
yManagement
PK(
Lec
tur
enot
e)

N:
B:Thei
nfor
mat
ionoft
hisl
ect
urenot
eisb
eingt
akenf
rom Muhs
hins
ir'
ssl
ide

Def
ini
ngqual
it
y

 Amoderndefi
nit
ionofqual
it
yder
ivesf
romJur
an'
s"f
itnes
sfor
i
ntendeduse.
"

 Qual
it
yis"
meet
ingorexc
eed
ingc
ust
omerexp
ect
ati
ons
."

 Demi
ngs t
atesthatt
hec
ust
omer
'sd
efi
nit
ionofqual
it
yist
heonl
y
onethatmatter
s.

 Qual
ityi
sacomp
osi
teofthreep
aramet
ers
:qual
it
yofd
esi
gn–
conf
ormanc
e–perf
ormance.

[
Thi
spr
oces
scons
ider
squal
it
yasa‘
nev
erend
ing’
imp
rov
ement
.]

Qual
it
yofDes
ign

 Ameasureofhowwel
lthed
esi
gns
pec
ifi
cat
ionmeet
sthec
ust
omer
r
equi
rements

 Af
unc
tionofap
rod
uct
’ss
pec
ifi
cat
ions
.

Qual
it
yofConf
ormanc
e

 Ameas
ureofhowwel
lthep
rod
uctmeet
sit
sdes
igneds
pec
ifi
cat
ions
.

Qual
it
yofPer
for
manc
e

 Ameasur
eofhowwellcustomers’
needsares
atis
fiedb
ythe
per
for
manceofthep
r oduc
tov eraper
iodofti
me.

 Af
unc
tionofqual
it
yofd
esi
gnandqual
it
yofc
onf
ormanc
e.

 Qual
it
yisajour
neystar
tingf
romd
esi
gn,t
oconf
ormanc
eandend
s
atbet
terper
formanc
e

 Qual
it
ycanb
edef
inedf
romt
wop
ers
pec
tiv
es:
  Producer
’sp
erspec
tiv
e:Focusesontheconfor
mancetospeci
fic
ati
on/
requir
ementsandcos
t.Henceitisas
soc
iatedwit
hp r
oduc
t i
on.

 Consumers’
perspecti
ve:Focusesont hequal
it
ycharact
eri
sti
cs
satis
fyi
ngthec ons
umer s
’requirementsandpri
ce.Hencei
tis
associ
atedwit
ht hemarketi
ng

 Fi
tnessforconsumeruse:onlyi
fthep
rod
ucer
sper
spec
tiv
eiswel
l-
matchedwit
hc onsumerpers
pecti
ve

Whyi
squal
it
ymeas
urementi
mpor
tant
?

Quali
tymeasur
ementi
scent
ralt
othep
roc
essofqual
it
ycont
rol
and
i
mprovement

 Forqual
it
ypl
anni
ng,meas
urementquant
ifi
es

c
ust
omer
’sneed
s,and

p
rod
uctandp
roc
essc
apab
ili
ties
.

Forqual
it
ycont
rol
,meas
urementp
rov
ides

f
eed
bac
kand

 ear
lywar
ningsoft
hep
rob
lems
.

 Forqual
it
yimp
rov
ement
,meas
urementc
an

 mot
ivat
epeop
le,

 hel
pind
iagnos
ingt
hec
aus
e.

p
rior
iti
zei
mpr
ovementop
por
tuni
ties
,

Measurementenabl
esustoprovi
deas er
vice/
produc
tthati
smor
e
cl
osel
yalignedwi
ththeexpec
t at
ionsoftheusers
.
  Qual
ityPl
anni
ng:Des
igni
ngap
roc
esst
hatwi
llb
eab
let
omeetqual
it
y
goal
s.

 Qual
ityContr
ol:Ap
roc
essf
ormeet
ingqual
it
ygoal
sdur
ing
oper
ations
.

 Qual
ityI
mp r
ovement:Ap
r oc
essforbreaki
ngt
hrought
o
unpr
ecedent
edlevel
sofperfor
mance.

Di
mens
ionsofQual
it
y:Pr
oduc
t

Garv
in’
sProd
uctQual
it
y:Ei
ghtd
imens
ionsofqual
it
yheav
ilyi
nfl
uenc
e
thecus
tomers
.

Per
for
manc
e:

 Pr
imar
yop
erat
ingc
har
act
eri
sti
csofap
rod
uct
.

Feat
ures
:

 Sec
ond
aryas
pec
tsoft
hep
erf
ormanc
e.

Conf
ormanc
e:

 Meet
ingt
hes
pec
ifi
cat
ionori
ndus
trys
tand
ard
s.

Rel
iab
ili
ty:

 Cons
ist
enc
yofp
erf
ormanc
eov
ert
ime.

Ser
vic
eab
ili
ty

 Howeas
yisi
ttor
epai
rthep
rod
uct
!?!

Dur
abi
li
ty:

 Theamountofus
eonegetsf
romap rod
uctbefor
eitb
reaksd
ownand
repl
acementi
spr
efer
abl
etocont
inuedrep
air.

Aes
thet
ics

 Howap
rod
uctl
ooks
,feel
s,s
ound
s,t
ast
es,ors
mel
ls
.
 Per
cei
vedQual
it
y

 Ther
eput
ati
onoft
hep
rod
uctori
tsc
omp
any
?

Di
mens
ionsofQual
it
y:Ser
vic
e

Parasur
aman’sSer
vic
eQual
it
y:Det
ermi
nant
sofc
ons
umer
s’per
cept
ionof
ser
v i
cequal
it
y.

Rel
iab
ili
ty:

 Pr
ovi
dingt
hes
erv
iceatad
esi
gnat
edt
ime.

Res
pons
ivenes
s:

 Wi
ll
ingnes
stop
rov
idet
hes
erv
ice.

Comp
etenc
e:

 Pos
ses
sionofr
equi
reds
kil
landknowl
edget
oper
for
mthes
erv
ice.

Ac
ces
s:

 Appr
oachabi
li
tyandeas
eofc
ont
actwi
tht
hes
erv
icep
rov
idi
ng
or
ganizati
on.

Cour
tes
y:

 Pol
it
enes
s,r
esp
ectandf
riend
lines
soft
hec
ont
act
.

Cr
edi
bil
it
y:

 Beli
efthatt
heyhavethecus
tomer
’sb
esti
nter
est
sathear
t,
trustwor
thi
nes
s,honest
yetc.

Communi
cat
ion

 Keep
ingt
hec
ust
omeri
nfor
medi
nal
anguaget
hatt
heyund
ers
tand
.
 Sec
uri
ty

 Saf
ety
,fi
nanc
ial
lys
ecur
ed,c
onf
ident
ial
it
y.

Und
ers
tand
ing

 Maki
ngeff or
ttounders
tandt
hec
ust
omer
’sneed
sbyp
rov
idi
ng
i
ndiv
idual
izedat
tent
ion.

Ap
pear
anc
e/Tangi
bles

 Phy
sic
alf
aci
li
ties
,ap
pear
anc
eofi
ndi
vid
ual
s,t
ool
sorequi
pment
s.

Ev
olut
ionofQual
it
yManagement

 Qual
it
yIns
pec
tion

 Aproc
es sofchecking,measur
ing,tes
t i
ngandc
ompari
ngoneor
mor
ep roductcharacteri
sti
cswithestabl
is
heds
tandar
ds.

 Qual
it
yCont
rol

 Sec
onds
tageofev
olut
ionofqual
it
ymanagement

 Asetofoper
ati
onalt
echniquesandac
tiv
iti
est
hatar
eus
edt
o
meetther
equir
ementsforquali
ty.

Botht hequal
it
yins
pec
tionandqual
it
ycont
rol
ared
etec
tion
app
r oach

Ass
urance:Theac
tofgiv
ingconf
idenc
e,t
hes
tat
eofb
eingc
ert
ain
ortheac
tofmakingcer
tain

Qualityassurancec onsis
tsoft hat“ p tofqual
ar i
ty
managementf ocusedonp rovidi
ngc onfi
dencethatquality
requirementswi l
lbef ulf
ill
ed.”Thec onfi
denceprovi
dedb yqual
ity
assuranceist wofold—internall
yt omanagementandext ernall
yto
customers,gov ernmentagenc ies,regul
ators,certi
fier
s,andt hi
rd
parties.
 qual
ityassur
ancer
elat
est
ohowap
roc
essi
sper
for
medorhowa
prod
uc ti
smad e

 Tot
alQual
it
yManagement

 Managementb
asedap
proac
htowar
dsqual
it
y.

 Bas
edont
hep
art
ici
pat
ionofal
lofi
tsmemb
ers
.

 Qual
it
yist
her
esp
ons
ibi
li
tyofal
ltheemp
loy
ees

 Wor
ker
s r
unt
hes
yst
em,

 Manager
s d
esi
gnandi
mpr
ovet
hes
yst
em,

 Topmanagementp
rov
idesl
ead
ers
hipandt
eams
pir
it

 Ai
msar
e

 Toachiev
eal ong-t
erms
ucc
esst
hroughc
ust
omer
sat
isfact
ion,and

 Topr
ovi
debenef
itst
oal
lmemb
ersoft
heor
gani
sat
ion
ands
oci
ety
.

• Cos
tofQual
it
y

 Ac
hiev
ingqual
it
yisnotenough.

 Forac omp
eti
tivep
roduc
t/servi
ce,t
her
eshoul
dbeab
alanc
e
betweenqual
it
yandcostfact
ors.

 At
ruemeas
ureofqual
it
yef
for
t.

 Cos
t soft
hoseacti
vit
iesass
oci
atedwiththequal
itycanb
ecl
ass
ifi
ed
as(TheAmer
icanSoci
etyforQual
ityCont
r ol
in1971)
:
  Pr
event
ionc
ost

 Ap
prai
salc
ost

 Fai
lur
ecos
t

oI
nter
nalf
ail
urec
ost

o Ext
ernalf
ail
urec
ost

 Li
ket
hec
ost
sofot
herac
tiv
iti
es,qual
it
ycos
tsc
anb
e

b
udget
ed

 moni
tor
edand

 anal
yzed
.

 Qual
it
yCos
tAnal
ysi
sisas
igni
fic
antmanagementt
ool
.

 Amethodofass
essi
ngandmoni
tor
ingt
heef
fec
tiv
enes
sof
qual
it
ymanagement

 Ameanofd
eter
mini
ngt
hep
rob
lemar
easandac
tionp
rior
iti
es.

 Sc
rap

 Def
ect
ivep
rod
uct
sthatc
annotb
erep
air
ed,us
edors
old
.

 Rewor
korr
ect
ifi
cat
ion

 Thecorrec
tionofnonconfor
minguni
tss
othatt
heymeett
he
requi
rements/s
peci
fic
at i
on.

 Demi
ng’
smai
ncont
rib
uti
ons

 Theoryofvar
ianc
e:c
ont
rol
lab
leandunc
ont
rol
lab
le
vari
ance.

 PDCAc
ycl
e:Cor
eel
ementi
s‘ManagementTeam’
 an whati
 Pl sneed
ed

 Do i
t(whathasb
een pl
anned
)

 Chec
k t
hati
t(pl
an)wor
ks

 Act toc
orrec
tanypr
obl
emsori
mpr
ove
per
for
mance

 Four
teenp
oint
sforqual
it
yandp
rod
uct
ivi
ty.

Qual
it
yTr
il
ogy
:aUni
ver
salAp
proac
htoManagi
ngf
orQual
it
y

Under
lyingconc
eptofquali
tyt
r i
logyisthatmanagi
ngf
orqual
it
ycons
ist
sof
thr
eeb asi
cquali
ty-or
ient
edprocesses:

 Qual
it
yPl
anni
ng

 Qual
it
yCont
roland

 Qual
it
yImp
rov
ement

Demi
ng’
s14Pr
inc
ipl
esf
orQual
it
yandPr
oduc
tiv
ity

1.Createcons
tancyofp
urp
osef
orc
ont
inual
Imp
rov
ementof
prod
uc tand ser
vice

2.Ad
optt
henewp
hil
osop
hy

3.Ceas
edep
end
enc
eonmas
sins
pec
tion

4.Endt
hep
rac
tic
eofawar
dingb
usi
nes
sonp
ric
etagal
one

4.Endt
hep
rac
tic
eofawar
dingb
usi
nes
sonp
ric
etagal
one
 5.Cons
tant
lyandf
orev
eri
mpr
ovet
hes
yst
emofp
rod
uct
ionand
s
erv
ice

6.I
nst
itut
emod
ernmet
hod
soft
rai
ningont
hej
ob

7.I
nst
itut
elead
ers
hip

8.Dr
iveoutf
ear

9.Br
eakd
ownb
arr
ier
sbet
weend
epar
tment
sors
taf
far
eas

10.El
imi
nat
esl
ogans
,exhor
tat
ionsornumer
ical
goal
sfort
hewor
k
f
orc
e

11.El
imi
nat
emanagementb
yob
jec
tiv
es

12.Remov
ebar
rier
stop
rid
eofwor
kmans
hip

13.I
nst
itut
eav
igor
ousp
rogr
amofed
ucat
ionandt
rai
ning

14.Tr
ans
for
mat
ioni
sev
ery
one’
sjob

Qual
it
yManagement

Tot
alQual
it
yManagement

 Qual
it
y:I
stoc
ont
inuous
lys
ati
sfyc
ust
omer
’sexp
ect
ati
on;

 Tot
alQual
it
y:I
stoac
hiev
equal
it
yatl
owc
ost
;

 TotalQual
ityManagement
:Ist
oob
tai
ntot
alqual
it
ybyi
nvol
ving
everyone’
spart
ici
pati
on

 Thear
tofmanagi
ngt
hewhol
etoac
hiev
eexc
ell
enc
e

 Amanagementp
hil
osop
hyemb
rac
ingal
lac
tiv
iti
est
hroughwhi
ch

theneed
sandexp
ect
ati
onsoft
heCUSTOMERandCOMMUNI
TY,
and
 t
heob
jec
tiv
esoft
heor
gani
zat
ion

ar
esat
isf
iedi
nthemos
tef
fic
ientandc
ostef
fec
tiv
emannerb
y

 maxi
mizi
ngt
hep
otent
ialofal
lemp
loy
ees

i
nac
ont
inui
ngd
riv
efori
mpr
ovement

TQMI
mpl
ement
ati
onPr
oces
s

1.Musts
tartfromt
opmanagement
,mos
timp
ort
antCEO’
s
commi
tment

 Cannotb
ed el
egated(ind
ifferenc
e,l
ackofi
nvol
vementc
ited
aspri
nci
plereas
onf orfail
ure)

2.Top
/seni
ormanagementmus
t-

b
eed
ucat
edonTQMp
hil
osop
hyandc
onc
ept
s

v
isi
tsuc
ces
sful
comp
ani
es

r
eadb
ooksandar
tic
les

 at
tends
emi
nar
s

3.Makear
oad
map
/fr
amewor
kforTQMi
mpl
ement
ati
on.

4.Checktheti
mingofTQMi mpl
ementati
on–istheor
gr ead
y,re-
organi
zati
on,changeinseni
orpers
onnel
,cur
rentcri
sis–then
needtopostp
onet ofavor
abl
etime.

5.For
maQual
it
yCounc
il–p
oli
cies
,st
rat
egi
es,p
rogr
ams
.

TQM:Si
xBas
icCr
iter
ia
 Cr
iter
iab
ywhi
chTQMi
schar
act
eri
zed

1.Lead
ers
hip

2.Cus
tomerSat
isf
act
ion

3.Emp
loy
eeI
nvol
vement

4.Cont
inuousPr
oces
sImp
rov
ement

5.Sup
pli
erPar
tner
shi
p

6.Per
for
manc
eMeas
ures

[Al
lthes
epr
esentanexc
ell
entwayt
orunab
usi
nes
s]

 Pr
obl
em–Sol
vingMet
hod

1.I
dent
ifyt
heop
por
tuni
ty(
fori
mpr
ovement
)

2.Anal
yzet
hec
urr
entp
roc
ess

3.Dev
elopt
heop
timals
olut
ion(
s)

4.I
mpl
ementc
hanges

5.St
udyt
her
esul
ts

6.St
and
ard
izet
hes
olut
ion

7.Pl
anf
ort
hef
utur
e

Qual
it
yCont
rolCi
rcl
e

Qual
it
yCi
rcl
e

 AVol
unt
arygr
oupoft
hreet
otwel
veemp
loy
ees

 whod
othes
ameors
imi
larwor
k.

 whommeetonr egularbas
istoident
ify
,anal
yzeands
olv
e
work-orqual
it
y -r
elatedprob
lems.
  Qual
ityci
rcl
esar
etr
ainedb
ycomp
etentp
ers
onsandt
rai
nedi
n
thebasi
cski
ll
sof

p
rob
lemi
dent
ifi
cat
ion,

i
nfor
mat
iongat
her
ingandanal
ysi
s,

 us
ingb
asi
cst
ati
sti
cs,and

s
olut
iongener
ati
on

Char
act
eri
sti
csofI
SO9000

I
tist
heonl
yav
ail
abl
eint
ernat
ional
lyac
cep
teds
tand
ard
.

I
tdoesnotr
epl
aceb
utc
omp
lementt
hep
rod
ucts
tand
ard
.

Iti
sappl
icab
letoal
ltypesofi
ndust
riesoror
agni
zat
ioni
n
manuf
acturi
ngorserv
icesect
or.

I
tstandsforsys
temati
cstandar
dizat
ionandcer
tif
icat
ionr
ather
t
hanproducts
tandard
izat
ionandcerti
fic
ati
on.

Iti
sad
ocument
ati
onor
eint
eds
yst
emwhi
chal
lowsc
omp
let
efr
eed
om
on

 Sel
ect
ionandus
eofp
roc
ess
es,and

 Fr
ami
ngofop
erat
ingp
roc
edur
eandwor
kins
truc
tion.

 Amistakemad
einsel
ect
ionofpr
operproduc
tst
and
ardc
annev
erb
e
comp
ens at
edbyI
SO9000impl
ementat
ion.

Ar
easc
over
edi
nISO9000s
eri
es

I
SO9000:pr
ovi
desgui
del
inef
ors
elec
tionandus
eoft
hequal
it
y
s
tand
ards
 I
SO9001:isaqual
itysyst
emmod elforquali
tyass
urancein
d
esi
gn/dev
elop
ment ,p
roducti
on,ins
t al
lat
ionandser
vic
ing.Thi
sis
t
hemostexaushti
vestandar
d.

ISO9002:provid
esamod elorqual
ityas
suranc
eonlyinp
r oducti
on
andins
tall
ation.Thi
sdoesnotc ov
erareasofdes
ign/
developmentand
serv
ici
ng.

ISO9003:deal
sonl
ywi
thqual
it
ysy
stemsr
elat
edt
ofi
nali
nsp
ect
ion
andtesti
ng.

I
SO9004:pr
ovi
desgui
del
inesf
orqual
it
ymanagementandqual
it
y
s
yst
emelement
s

 Ai
msofI
SO9000

 Top
rov
idef
ord
evel
opmentofqual
it
ysy
stemst
oac
hiev
e

 Qual
it
yforp
rod
uct
sors
erv
ices

 Cus
tomers
ati
sfac
tion.

 Whoc
anad
optI
SO9000?

 Manuf
act
uri
ngOr
gani
zat
ions
:

 Pr
oduc
tmanuf
act
uri
ngi
ndus
tri
es

 Pr
oces
sind
ust
ries

 Ser
vic
eOr
gani
zat
ions
:

 Tec
hni
cal
-Cons
ult
anc
y,d
esi
gn,engi
neer
ing,t
est
inget
c.

 Pr
ofes
sional
-Legal
,sec
uri
ty,t
rai
ning,managementet
c.
 Hos
pit
abi
li
ty-Cat
eri
ng,hos
tel
s,t
our
ismet
c.

 Banki
ng-I
nsur
anc
e,b
anki
ng,p
ort
fol
iomanagementet
c.

 Tr
ans
por
tat
ion-Ai
rl
ines
,rai
l,r
oad
s,s
eat
rav
elset
c.

 Heal
th-Hos
pit
als
,nur
singhomes
,lab
orat
ori
eset
c.

End