1. Introduction & Evolution of Quality Movement

Quality Quality is conformance to requirement or specifications. Courteous service Meeting customer expectations Quality is fitness for use Quality is a measure of how closely a good or service conforms to a specified standard.

TQM A systematic method of organizational improvement through sustained collaborative efforts crossing barriers. TQM is a management philosophy for improving overall business performance based on leadership, supplier quality management , vision and plan statement ,evaluation , process control and improvement , product design, quality system improvement, employee participation, recognition etc.

What is TQM ? Intense focus on the customer both external & internal customers Concern for continuous improvement . Improvement in quality of everything Accurate measurement of every critical performance variable in the company s operations. Empowerment of employees.

Why TQM? Changing business environment Increasing competition & customer expectation Demanding customers Consumer awareness Emphasis on service quality

Evolution of Quality Movement In early 1900 s, F.W.Taylor emphasized on quality . In early 1924, W.Shewart introduced Statistical Control Charts. During World War-II , Japanese economy disrupted completely. First Task To restore industrial production During 1950, Japan invited Deming to guide Japanese manufacturers .

Evolution of Quality Movement Deming introduced SQC in Japan. Many Engineers were trained in SQC Techniques. During same 1950 s, Juran introduced cost of quality approach . During same period Feigenbeum proposed TQC. During 1960 s, Philip Crosby introduced concept of Zero defect. Meanwhile, firms using SQC & other quality tools increased. During 1970 s there was a dramatic shift .

Evolution of Quality Movement Result :1) Spectacular improvement in quality of Japanese products. 2) Japan became exporting country of highly quality goods in short time. 3) Rate of economic growth of Japan increased from 9-10% per year.

US Quality Revolution During 1950 s & 196o s Japan was associated with inferior products. During 1970 s US consumers noticed difference between US & Japan products. Deming words If Japan can .. Why can t we? was televised by NBS in 1980 . In 1985 , NASA announced Malcolm Baldridge national Quality Award .

Quality Movement in India Formal Launch of TQM movement in US triggered a movement for quality in India. In 1982, quality Control circle was born. Quality control circle was first used in Bharat Electronics & Bharat Heavy Electricals. CII with a group of companies started Quality Control Circles in Nasik in 1987. ISO started full fledged in 1987. Companies practicing TQM have implemented some common features such as SPC, QFD, Reliability & Design of Experiments .

Dimensions of Quality1. Performance Ex : Speed of a laser printer 2. Features Ex : power steering and central locking system of an automobile. 3. Reliability: Likelihood of failure or success 4. Conformance

Dimensions of Quality5. Durability : Measure of product life, having botheconomic and technical dimensions 6. Aesthetics 7. Serviceability :Speed , courtesy and competence of repair. 8. Perceived quality

Class Assignment Take any product & Define quality dimensions for it : Automobile etc.

Criteria

Traditional mgmt practice

TQM practiceViews organization as a system of interdependent processes, linked laterally over time . Views people as the organization's true competitive edge. Quality is defined as products and services that go beyond the present needs and expectations of customers. Innovation is required. Common goal - organizations benefits .

Organizational Views organization as structure a collection of different departments Role of people People are passive contributors to the organization. Definition of Quality is adherence quality to internal specifications & standards. Inspection is compulsory. Goals and Own benefits or teams objectives benefits .

CriteriaTeamwork Customers Knowledge Union Mgmt Relations Knowledge Competition

Traditional Mgmt practiceNo team formed. Always outsiders to an organization . Applicable only to manufacturing & Engg. Adverse between Union & Mgmt. Applicable only to manufacturing & Engg. Competition results between departments or functions.

TQM practiceTeams formed and objectives achieved. Everyone inside or related to an organization is an customer. Knowledge applicable to all disciplines of organization. Union becomes a partner & a stakeholder in success of an organization. Knowledge applicable to all disciplines of organization. Competitive behavior seeks to improve the methods of pleasing the customer, eliminating waste of resources and the like.

Cost of Quality Prevention costs Ex : Cost of quality planning, T&D cost Appraisal costs Ex: RM , FGs inspection Costs of internal failure Ex: Scrap, Rework, etc. Costs of external failure Ex: Complaints etc

How to reduce the cost of Quality? Quality Improvement programs

Why some Quality Improvement Efforts Fail ? Managers may continue to focus on shortterm financial results leaving the objective of system improvement. Excessive focus on financial results tends to destroys the underlying quality system . Excessive focus on immediate outcome Some managers instinctively blame the employees where there is a quality failure.

Why some Quality Improvement Efforts Fail ? Managers sometimes interfere with true teamwork.

What is Quality Control ? Quality Control includes all those activities that are used in maintaining & improving quality as follows: Setting of Quality Targets Appraisal of Conformance Taking corrective action where deviation is noticed. Planning for improvements in quality.

What is SQC? Use of statistics to find variations in quality of a product in different stages of manufacturing. SQC involves use of extensive statistics like Control Charts, design of Experiments, Hierarchical designs of ANOVA.

Case-study