lecture notes aug

Finish Line & Beyond

Slide 1 This chapter contains introduction of quality and Total Quality Management (TQM).There are following topics :Definitions & DimensionsPlanningQuality CostsTQMHistoryBarriers to TQM Implementation

Slide 2 Quality is a very subjective thing. Sometimes it is easily visible, sometimes you require an expert to tell the difference. In the given picture it is easier to tell that a hygienic burger is of better quality than non-hygienic samosa made of spurious raw-material.

Slide 3 There are various definitions of quality given by various authorities and organizations. Every definition gives a unique perspective about quality.

www.excellup.com ©2009 send your queries to [email protected]

http://www.excellup.com/


Slide 4 These definitions talk about quality meeting pre-set criteria. It is all about conforming to known requirements.

Slide 5 Following definitions talk about consumer’s perspective. And a consumer’s top priority is always to get some functionality from the product.

Slide 6 Taguchi talks about lack of variations against set parameters. As attaining 100% perfection is impossible in real life situations, so Taguchi talks about getting as closer to perfection as possible. Moreover, Taguchi harps on the issue of cost to the society in the long run if there is bad quality in a product or service.




Slide 7 The definition by American Society talks about subjectivity of quality. For a rural person traveling in a rickety bus can mean comfort, while for the jet-set people an AC taxi will give the bare minimum comfort.

Slide 8 In totality quality means conformance to pre-set criteria as well as ability to satisfy the end user. If a pen is unable to write then the diamond studded on it is of no use.

Slide 9 The top most dimension of quality is the functionality of a product. For example a mixer grinder should be able to grind the hard turmeric, otherwise three speed gear box is of no use to the end user.

Features are like add on benefits, like fancy attachments provided with the mixer grinder.

A pleasant look will always add value to the product. If the mixer is from USHA or PHILIPS then it will help the customer in buying




decision.Slide 10 Take the example of Maruti service

centre advt which talks about the possibility of finding one in the remotest corner of India.

The product should be safe and can be handled with kid’s globes. Popularity of Windows over other operating systems is a good example of user friendliness winning over customers.

Apple i-Pod has options of changing skin which is ideal for the target group.

Slide 11 Planning quality starts with setting quantifiable and measurable targets. While doing this the organization needs to keep customer’s wants in mind. Once the quality objective is decided it is important to think about the market feasibility of the product.

TATA Nano can prove if Ratan Tata was wrong or right when he planned for the people’s car of India.




Slide 12 Once everything is planned the organization needs to asses its capability to deliver the target quality. If there is gap in capability then the organization needs to fill that gap by upgrading to the required technology and skill sets.

Before planning for Chandrayan ISRO must have thought about its capabilities to build and deliver such a spacecraft.

Slide 13 A ranking chart should be developed to finalize the most important aspect of quality planning and more focus should be given to that aspect.

Communicating the target and plan to frontline people is important because they are the people who will implement everything in the real life situation. They should be properly convinced before starting the new course.

Slide 14 Plan to monitor the progress of quality programme is important. This can be done by devising ways and means to monitor progress and finding deviations.




Slide 15 The ultimate goal of an organization is to earn profits. So keeping the cost at minimum possible level is important. Otherwise the higher input cost may not permit the ultimate aim of the organization.

Slide 16 Cost of quality involves following aspects:

1. Cost of Appraisal2. Cost of Prevention3. Cost of Failure

Slide 17 This is about assessing the current situation. This will involve manhour and resources.




Slide 18 Prevention requires manhour as personnel need to be deployed to inspect the raw material and finished goods.

Slide 19 Cost of failure needs to be planned out in advance as no matter how much precautions are taken failures are part of life.

Slide 20 The comparative analysis of cost of quality can give an idea about where to focus more to improve further.




Slide 21

Slide 22 Total means 100%, so TQM is about managing all aspects of quality and ultimate goal should be the ‘Total Customer Satisfaction’.

Every functional area should stick to the quality plan of the organization and strive to attain the planned quality target.

Each offering from the organization should be of optimum quality. Because one rotten apple can spoil the whole basket.

Slide 23 TQM is about addressing all aspects of dimensions of quality. If there is a good product in bad packaging it is not going to give the desired returns to the organization. A good car with a bad bumper will tarnish the image of the company.

An ill tempered receptionist can turn away potential customers from a nice 5-star hotel.

A satisfied employee will always




bring a satisfied customer, so internal customers are also important.

Slide 24 Retaining internal customer is important for better knowledge management and continuity of the process. Retaining external customer is important to get repeat sales.

Everybody, right from the shopfloor employee to the top management, should have total commitment to the predetermined quality goals.

Slide 25 Think about quality concept which a road side trinket seller may be having.

Think about the quality concept your neighbourhood barber may be having.

Think about the quality concept which the nearby Domino’s may be having.

One can get every bit of history in a wonderful country like India.

Slide 26 If the top management takes quality as a form of window dressing then the organization is not going to attain the desired goal.

It is difficult but important to change the culture of the organization. Paradigm change is needed to force people to strive for the new quality goal.

As quality is a continuous and never




ending process, so is the training.

Slide 27 People should not live in silos. They should come out to facilitate better interactions to share knowledge.

People should be empowered to sort out issues. This will reduce the throughput time. Obviously accountability is important along with empowerment.



lecture notes aug

Documents