QMS 2
QMS 2
Management System
BITS Pilani Mr. Prashant Bawa
Guest Faculty
Pilani Campus
BITS Pilani
Pilani Campus
QM ZG524
QUALITY MANAGEMENT SYSTEM
LECTURE NO: 2
Course content
Quality management and QMS Evolution of quality, quality management and QMS
Quality concepts Salient quality vocabulary.
Service Quality SRVQUAL Model
FUNDAMENTALS
• Process – Subprocess
Example
• Process Mapping
Examples
Output from a process can be realized if and only if activities are carried
out in a predefined sequence.
Activities carried out without an aim and/or without a fixed sequence do not
build process.
Sudden happening is not a process.
Requirements
Needs
Expectations
Driving Force
PROCESS MODEL
Requirements
Needs
Expectations
Characteristics
Driving
Force Qualitative
PROCESS MODEL
Characteristics
Expectations
Driving Force Qualitative
PROCESS MODEL
Examples:
1. A typing process – report
5 A4 pages with double spacing in 1 hour
without any spelling/punctuation mistake
2. A machining process – component
A machine turns 20 pieces per hour
with dia. (19.90-20.10 mm ) with acceptable surface finish
BITS Pilani, Pilani Campus
Definition of process
(Ref ISO 9000:2008)
Requirements
Needs
Expectations
Driving Force
SUPPLIERS CUSTOMERS
PROCESS MODEL
Requirements
Needs
Expectations
Driving Examples
Force
SUPPLIERS CUSTOMERS
PROCESS MODEL
Effectiveness
Efficiency
Repeatability
Reproducibility
Assessment of current
performance
Measure
Monitor
• Introduction
• Process Approach
• Explanation
• Process Control
• System
• To manage
- The inputs and outputs of the processes
- Sequence, interactions dependencies and interdependencies of and
between the processes
• To control the processes
MANAGE = CONTROL
Implies that process approach means process management
Planning
Implementation
Monitoring / measurement of operations
Monitoring / measurement of results
System Process
System is a set of many A process is defined as a logical
interconnected parts which, with all sequence of related activities carried
parts working together operates as an out for the purpose of converting
integrated whole. The interconnected inputs into outputs
parts consists of people, processes
and technologies
A system may have many subsystems, A process may have one or more
components and processes as its systems/subsystems and/or
interconnected parts processes/sub processes
Examples: an automobile, a Examples: Design, manufacturing,
computer, human body or an tendering
organization
System executes process It enables people do what they do
Systems are concerned with efficiency Processes are concerned with
effectiveness
It produces outcomes It produces outputs