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TOTALQUALITY
MANAGEMENT
Research By: Vivencio D. menchavez Jr
Quality TrainerMS-Total Quality Management
IRCA Lead Auditor ISO-9001-2000IRCA Lead Auditor ISO-14000-2004
SESSION 2 & 3
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What is Quality ?
Fitness for purpose or use Juran
Quality is conformance to therequirements. Crosby
Quality should be aimed at the needs ofthe consumer, present and future Dr. Deming
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What is GRADE?
Category or rank given to differentquality requirements for products,processes, or systems having thesame functional use
(ISO 9000:2008)
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Definitions of Quality
Product Based: Product Attributes User Based:
Fitness for intended use Value Based: Quality Vs Price Transcendent: Level of excellence Manufacturing Based: Conformance to specifications
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Quality Improvement for Customer Value
CUSTOMER
PRODUCTDESIGN
Quality ofPerformance / Use
Quality ofConformance
Quality of
Design / RedesignPurpose:
Customer Value
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Quality Parameters
Quality is a composite of three parameters: Quality of Design / Redesign Quality of Conformance Quality of Use / Performance
Quality of Design: (Product and User Based Quality) isthe extent to which the design reflects a product or servicethat satisfies the customer needs or expectations.
Quality of Conformance: (Manufacturing BasedQuality) is the extent to which the product or service conformsto the design standard expectations.
Quality of Use: (User Based Quality) is the extent towhich a product is easy to use, reliable and maintainable.
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The Evolution of Quality
The evolution can be broadlyclassified into five phases:
Inspection Quality Control Quality Assurance Total Quality Management Total Quality Assurance
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INSPECTION
It is the sorting of Nonconforming items from
the conforming itemsMeans separation ofDefective items from
the right items +Rework (IF NEEDED)
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Process
Inspection
Acceptance
Next Process
Reject,Scrap,Rework
No
Yes
INSPECTION (Acceptance Sampling)
Pass theInspection
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The Quality Control Phase
It involves analytical and diagnostictechniques and activities aimed atmonitoring a process and eliminatingcauses of unsatisfactory performancefor the prevention of defects.
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What is Quality Control?
The operational techniques andactivities that are used to fulfill therequirements for quality. (ISO 9000)This general area may be divided intotwo main sub areas:
Statistical Process Control Acceptance Sampling Plans
INSPECTION + Corrective action
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Comparison withRequirements
ProcessProcess Settings,Specifications, etc.
THE QUALITY CONTROL MODEL
Next Process
Corrective And
Preventive Actions
Process inControl
Yes
No
Corrective Actions: Action takento eliminate the cause of adetected nonconformity or otherundesirable situation.
(ISO 9000:2008)
Preventive Actions: Action takento eliminate the cause of apotential nonconformity or otherpotentially undesirable situation.
(ISO 9000:2008)
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Benefits of Quality Control
The advantages of a quality control system,however, become obvious in the long run. 1. Improvement in the quality of products and
services.
2. System is continually evaluated and modified tomeet the changing needs of the customer. 3. Improves productivity, which is one of the goals
of all organizations. 4. With improved productivity, the lead time on the
production of parts and subassemblies isreduced, which may result in an improvement inmeeting customer due dates
5. Reduces costs in the long run.
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What is Quality Assurance?
The objective of the quality assurancefunction is to have a formal system that willcontinually survey the effectiveness of the
quality philosophy of the company.
Quality Assurance : All those planned andsystematic activities implemented toprovide adequate confidence that an entitywill fulfill requirements for quality. (ISO 9000)
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The Quality Assurance Model
The emphasis is towards improvement ofthe process capability ,detection andprevention of non-conformance.Quality Assurance addresses the entire lifecycle of a product, starting from the initialproduct identification to final inspection,reliability in use and customer satisfaction.
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Comparison withRequirements
ProcessProcess Settings,Specifications, etc.
THE QUALITY ASSURANCE MODEL
Corrective &Preventive Actions
Process inControl
Yes
No
Process inControl
No
Continuous Process Improvement
Perform Design Of Experiment,Reliability Engineering
Yes
Improved ProcessSettings, Alternative
Material
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DefinitionsDesign of Experiment
(DOE)It is a structured and
organized method used
to determine therelationship betweenthe different factors(XS) effecting a processand the output ofprocess (Y).
10 -20 experiment relevant factors arevaried systematically results of experimentsare analyzed to identifythe optimum condition.
Reliability EngineeringIt is the study of
reliability, which is
the ability of aperson productsystem to performand maintain itsfunction in routineand unexpectedcircumstances .
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QC Vs QA
Quality Control Product
Reactive Line function Find Defects
Quality Assurance Process
Proactive Staff function Prevent defects
Line function: Decision making areas of an organizationassociated with its daily operations.Staff Function: The advisory , analysis and support functions
provided to line functions such as accounting , planning.
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Total Quality Assurance Model
Quality
System(ISO (9001)
+Tools
e. g SPC,DOEx= TQM
Team Work+
Specification,
Feedback,
Training,
Seminars
Good QualityProducts
Prompt Delivery
Supplier's QualitySystem(ISO 9001)+
Business Alliance &Technology
Sharing
Company
Supplier
Suppliers Management Commitment
Companys Management Commitment