Quality Concepts
• Quality is a relative concept , not, an absolute one, i.e., it
does not exist in itself.
• It can be defined w. r. to a product or a process used to
develop a product
• Here we are defining the quality w. r. to a product and it
can be defined as how much better a product provides
its services to users ( i.e., a measure of the user
satisfaction) with minimum price
• Product quality can be considered in terms of the
product appearance and the product ability to function
well
Quality Control
• It is a collection of activities whose purpose is
to maintain and improve the product quality
– Setting of quality targets for the product
– Monitoring the product for quality and comparing
it with the quality targets set, taking corrective
action where any deviation is noticed
– Planning for improvements in quality
Evolution of Quality Control
• The concept of quality control has been
evolved as follows
– Craftmanship
– Supervisor’s control
– Inspection
– Statistical quality control
Craftmanship
• It is an application of skilled and proficient
methods to achieve high-quality standards in
products, processes, or services. It involves a
deep understanding of the craft, attention to
detail, and a commitment to excellence.
Craftsmanship is essential in quality
management as it ensures that products and
services meet customer requirements and
expectations.
Supervisor’s control
• the systematic monitoring and evaluation of
processes, products, and services to ensure
they meet predetermined quality standards.
• Key elements of supervisory control in quality
management include:
a. Establishing clear quality standards and
objectives
b. Monitoring and measurement
c. Corrective action
Quality Inspection
• Quality Inspection is an activity of checking,
measuring, or testing one or more product or
service characteristics and comparing the
results with the specific requirements to
confirm compliance
Statistical quality control
• the use of statistical methods in the
monitoring and maintaining of the quality of
products
Changing Quality Concepts
• It should be considered in terms of the
following
– Functional efficiency (the ability to function well)
– Appearance
– Ease of deployment and operation
– Safety
– Reliability
– Maintainability
– Running and maintenance cost
Changing Quality Concepts
• In order to achieve the product quality, the
quality should be maintained at the designer
level and manufacturer level, i.e., quality of
design and quality of conformance
– Quality of design refers to the user satisfaction as
a result of good design ( product specifications
and the manufacturing instructions)
– Quality of conformance refers to the fidelity with
which the product conforms to the design
TQM: Total Quality Management
• Meaning of TQM
• Objectives of TQM
• Evolution of TQM
• Components of TQM
• Benefits of TQM
• Necessary requirement of TQM
• Process of TQM
MEANING OF TQM
• According to Sashkin and Kiser “TQM is defined as creating
an organisational culture committed towards improvement
of skills, teamwork, process, product, and service quality
and customer satisfaction”.
• It is deeply embedded in the organisational culture.
• For TQM, 3-things are required-
a) Meeting customer Requirement
b) Continuous Improvement through management process
c) Involvement of all Employees
Objectives of TQM
“Relationship with customer is the key”
Primary Objective is meeting customer Requirement.
Secondary Objective is continuous Improvement.
Motivate employees to dep better every time.
Third Objective is to develop relationship of
Openness and Trust among the employees.
EVOLUTION of TQM
“The emergence of TQM is not new. It had started in the
year of 1910”
->Four Stages of its Evolution:
1. Detection and Rectification of Defects(In 1910, via
Inspection function)
2. Prevention of Defects(In 1930, USA left no room for
saving wastage)
3. Product Design Improvement(In 1960, Japanese
focussing on PI via PD and PP)
4. Creativity and Innovation(In1980, Quality Circle: To
create culture of TQM instead of Process)
Components of TQM
1. Customer Orientation:
• To satisfy customer requirement
• These requirement keeps on changing with change
in time, environment, needs, fashion, situation etc.
• Thus company can’t stop they have to keep on
working to satisfy the existing customer and to gain
the potential customers.
Components of TQM
2. Continuous Improvement
• As customer requirement is changing, companies
need to adapt quickly.
• For this, they need new products, new process, new
ways to marketing to stay ahead in competition.
• Technology needs to be improved as well.
• E.g. Xerox, Kaizen System in Japan
Components of TQM
3. Employee Involvement
In order to keep a pace with customer requirement, even employees
need to trained and develop regularly.
This will improve quality, and reduce cost as well.
Quality Circle is a good example.
TQM is generally designed at top level but lower level managers and
workers must be taken into confidence.
Every member must take quality as their responsibility.
TQM Modern Concept
• According to total quality management, the quality
related activities should be performed with a
product life cycle activities
– Quality related activities consists of quality defining,
quality planning, quality control, quality evaluation, and
technical advice.
– Product life cycle activities consists of concept,
prototype development, process planning, material
procurement, production, usage and maintenance.
BENEFITS OF TQM
• Quality Consciousness
• Greater Satisfaction to Customer(Steve Jobs
computer Story)
• Good Image of Company via Quality
• Better Utilization of Resources
• Waste Management gets activated
• Employees Commitment towards quality
REQUIREMENT FOR SUCCESS OF TQM
1. Clear Objectives and Firm Policies must reflect its
commitment towards quality and customer satisfaction
2. TQM philosophy should be properly communicated to
each employee.
3. TQM program should be designed properly.
4. Workers and Managers need training.
PROCESS OF TQM
• Deming developed PDCA cycle for implementation TQMP-
Plan, D-Do, C-Check, A-Act
Certain Steps:
1) Laydown Policies and Objectives of TQM
2) Chalk out Methods of TQM Objectives
3) Educate and Train workers and managers
4) Start the Operations of TQM
5) Observe the Result and find out results of Non-Conformance
6) Analysis Results of operations
Quality concept in design
• Design is the place where we need to consider the
product quality
• The product development starts with the
assessment of customer needs and ends with the
final design when it is released for bulk production
– Assessment of customer’s needs
– Design specification
– Design review
– Evaluation of prototype
– Release of design for production
Characteristics of good design
• Appearance
• Functional efficiency
• Safety
• Reliability
• Maintainability
• Ease of production
• Standardization
Design review
• The design engineers review the design in
presence of quality engineers, production
engineers, and sales personnel
• Every one is free to comment on the design
and those can be incorporated easily at this
stage
Evaluation of prototype
• The prototype is developed based on the design
specification document
• It is evaluated according to an evaluation programme in
the presence of design department, quality department,
production department and sales department
• Based on the evaluation certain changes may be
suggested which are incorporated with the design, and
then the prototype, and this continues until the
prototype is accepted for final design to be released for
bulk production
Quality control of the purchased products
• Every organization needs to purchase a variety
of raw materials and products for developing a
product
• Control over the quality of the purchased
product is essential for an organization
• What is required to be purchased and how
much is required to be purchased
What is required to be purchased and how
much?
• There are three different types of products which are
required to be procured
– Procurement of traditional products
– Procurement of new products
– Procurement of products as per purchaser’s designs
• It is required to place the order in consultation with
the quality control department
• Optimum quantity is decided based on the two factors
– Benefit which can be achieved by bulk purchase
– Cost of storage space and inventory cost
Evaluation of suppliers
• Selection of suppliers is done based on their ability to
maintain the quality of the product and their production
capacity
– Capacity verification generally takes the form of survey of
vendor’s production resources and his ability for their proper
utilization
– Important aspects to be covered in the survey are as follows
• Proper infrastructure (plant, machinery, etc.) to ensure production rate
• Machine’s capability to maintain quality parameters
• Presence of a quality control programme
• Financial stability of the company
• General attitude towards the product quality
Development of sources of production
• Generally the product required is already
manufactured by the suppliers
• Sometimes it is not the case therefore it is required
to develop the sources of production (suppliers)
• Important aspects to be looked upon are
– Availability of the plant and skilled manpower at the
suppliers
– Providing the technical guidance (manufacturing,
quality controlling) by the purchasing organization to
suppliers
Procurement procedure
• It consists of following activities
– Placement of order: while placing the order to a
supplier, following things should be taken care off
• what type of product is required
• Is the product required to be approved before the
acceptance by the purchaser
• Approval procedure should be made known to the
supplier
• Warranty clauses and claims should be defined clearly
» Continued….
Procurement procedure
– Establishment of production:
• After placing the order, there may be some request for design
changes from the supplier to the purchaser
• These requests are analyzed by the design engineer, and the
quality control engineers of the purchaser to assess the impact
of these changes over the product quality
• On approval of the design changes by the purchaser, suppliers
are asked to provide the product samples
• It is the purchaser who approves the sample for bulk production
– Inspection plan for the supply
– Recording of the purchased product for the future use
Quality control of manufacturing processes
• The product quality is initially created during
its design in the form of specifications
• Quality is actually built into the product during
its manufacture
– Manufacturing planning consists of the process
planning and the quality planning
Process planning
• A process planning consists of process selection and
process control
– Process selection involves the selection of a process which is
capable of producing the quality products at a specified
production rate
– Process control consists of
• Detection: Inspection of the process to determine the deviation
• Analysis: analysis of the inspection result to determine the causes
for deviation and correction measures required
• Correction feed-back: transmission of corrective measures to the
process operator
• Corrective action: application of the corrective measures
Process control techniques
• There are various types of control techniques
– Self check: operator himself checks the process
• The check may be visual or with the help of the
instruments
• Effective for the simple and the low production rate
processes
• Simple and short reaction time
• No need of additional staff
» Continued….
Process control techniques
– Spot check: occasional inspection of the process by a
supervisor
– Stage inspection: a product during its manufacture passes
through various stages
• At each stage, the relevant features are inspected as per
specification and only the acceptable pieces are released for further
processing while rejected ones are scrapped or sent for rectification
• Used for critical items or percentage of defective items is high
• Expensive and time consuming and not suitable for processes with
high production rate
• Not conducive to generating quality awareness among the
production staff as they feel that it is the responsibility of inspection
staff
Process control techniques
• Statistical quality control: these techniques are based
on the principle that all processes have their inherent
variability
– the pattern of the variability is used to predict the process
quality
– Apply the corrective action to control a process
– Ideal for high-volume production processes
– Advantages
• Provide the information about the likelihood of a defective
product before it is actually produced
• No need of inspection of each and every piece to maintain quality
Quality planning
• Final inspection is required for the out-going
product to safe guard the quality reputation
of the company
• It makes a decision on the acceptance of the
product by testing the product against its
specification
– The product may be accepted or not
» Continued ….
Quality planning
• It is planned based on
– the product specification (functional characteristics,
physical characteristics and aesthetic characteristics)
– testing can be in-house or outsourced
– Each piece is tested in case of small production and in
case of large production sample based testing is
performed
– Marking of accepted and rejected products is done as
to segregate them
– For the rejected products, a decision is made as second
quality product, product to be repaired or scrapped one
Quality makes sales
• The two main factors which influence
purchasing decision are the price and the
quality of a product
• Quality of a product is directly related to its
sales
After-Sales Service
• After-sales service is also a factor affecting the
purchasing decision
• After-sales service includes the efforts which affects
the user satisfaction
• Important elements in after-sales service are
– Educating the customer regarding the product
– Looking into customer complaints
– Maintenance and repair
• Creation of a service organization
• Setting up of repair facilities
• Feedback on repair problems
Guarantee of quality
• The guarantee is a powerful sales tool
• Producers often use guarantees to convince customers about
the quality of their products
• Some of the considerations for planning quality guarantees are
– Field service data: guarantees should be based on field service data
or test data
– Identification of parts to be covered
– Terms of guarantee
• Period of validity
• Liability of the manufacturer
• Procedure of submitting guarantee claims
• Conditions which makes the guarantee invalid
Adjustment of claims
• Claims should be adjusted as early as possible
as it affects the user satisfaction
• These should be evaluated by
– Service engineers for minor claims
– Quality control department for major claims
