session-2 & 3 quality- evolution of quality
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TOTALTOTAL
QUALITYQUALITYMANAGEMENTMANAGEMENT
By:By:Zahid HussainZahid Hussain
Quality TrainerQuality TrainerMSMS--Total Quality ManagementTotal Quality Management
IRCA Lead Auditor ISOIRCA Lead Auditor ISO--90019001--20002000IRCA Lead Auditor ISOIRCA Lead Auditor ISO--1400014000--20042004
B.Sc Engineering (Chemical)B.Sc Engineering (Chemical)
PCBAPCBAUCPUCP
SESSION 2 & 3
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What is Quality ?What is Quality ?
Fitness for purpose or useFitness for purpose or use
JuranJuran
Quality is conformance to theQuality is conformance to therequirements.requirements.
CrosbyCrosby
Quality should be aimed at the needs ofQuality should be aimed at the needs ofthe consumer, present and futurethe consumer, present and future
Dr. DemingDr. Deming
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What is GRADE?What is GRADE?
Category or rankCategory or rank given to differentgiven to different
quality requirementsquality requirements for products,for products,processes, or systems having theprocesses, or systems having thesamesame functional usefunctional use
(ISO 9000:2008)(ISO 9000:2008)
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Quality Improvement for CustomerQuality Improvement for Customer
ValueValue
CUSTOMER
PRODUCTDESIGN
Quality ofPerformance / Use
Quality ofConformance
Quality of
Design / RedesignPurpose:
Customer Value
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Quality ParametersQuality Parameters Quality is a composite of three parameters:Quality is a composite of three parameters:
Quality of Design / RedesignQuality of Design / Redesign
Quality of ConformanceQuality of Conformance
Quality of Use / PerformanceQuality of Use / Performance
Quality of Design:Quality of Design: (Product and User Based Quality) is(Product and User Based Quality) isthethe extentextent to which the design reflects a product or serviceto which the design reflects a product or servicethat satisfies the customer needs or expectations.that satisfies the customer needs or expectations.
Quality of Conformance:Quality of Conformance: (Manufacturing Based(Manufacturing BasedQuality) is theQuality) is the extentextent to which the product or service conformsto which the product or service conformsto the design standard expectations.to the design standard expectations.
Quality of Use:Quality of Use: (User Based Quality) is the(User Based Quality) is the extentextent toto
which a product is easy to use, reliable and maintainable.which a product is easy to use, reliable and maintainable.
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The Evolution of QualityThe Evolution of Quality
The evolution can be broadlyThe evolution can be broadly
classified into five phases:classified into five phases:
InspectionInspection Quality ControlQuality Control
Quality AssuranceQuality Assurance
Total Quality ManagementTotal Quality Management
Total Quality AssuranceTotal Quality Assurance
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INSPECTIONINSPECTION
It is the sorting of NonIt is the sorting of Nonconforming items fromconforming items from
the conforming itemsthe conforming items Means separation ofMeans separation of
Defective items fromDefective items from
the right itemsthe 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 PhaseThe Quality Control Phase
It involvesIt involves analyticalanalytical andand diagnosticdiagnostic
techniquestechniques and activitiesand activities aimedaimed atatmonitoring a process and eliminatingmonitoring a process and eliminatingcauses of unsatisfactory performancecauses of unsatisfactory performancefor the prevention of defects.for the prevention of defects.
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What is Quality Control?What is Quality Control?
The operational techniques andThe operational techniques andactivities that are used to fulfill theactivities that are used to fulfill the
requirements for quality. (ISOrequirements for quality. (ISO9000)9000) This general area may be divided intoThis general area may be divided into
two main sub areas:two main sub areas:
Statistical Process ControlStatistical Process Control
Acceptance Sampling PlansAcceptance Sampling Plans
INSPECTION + Corrective actionINSPECTION + Corrective action
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Comparison withRequirements
ProcessProcess Settings,
Specifications, etc.
THE QUALITY CONTROL MODEL
Next Process
CorrectiveAnd
PreventiveActions
Process inControl
Yes
No
Corrective Actions: Action takento eliminate the cause of a
detected nonconformity or other
undesirable situation.
(ISO 9000:2008)
Preventive Actions: Action taken
to eliminate the cause of a
potential nonconformity or other
potentially undesirable situation.
(ISO 9000:2008)
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Benefits of Quality ControlBenefits of Quality Control
The advantages of a quality control system,The advantages of a quality control system,however, become obvious in the long run.however, become obvious in the long run.
1.1. Improvement in the quality of products andImprovement in the quality of products andservices.services.
2.2. System is continually evaluated and modified toSystem is continually evaluated and modified tomeet the changing needs of the customer.meet the changing needs of the customer.
3.3. Improves productivity, which is one of the goalsImproves productivity, which is one of the goalsof all organizations.of all organizations.
4.4. With improved productivity, the lead time on theWith improved productivity, the lead time on theproduction of parts and subassemblies isproduction of parts and subassemblies isreduced, which may result in an improvement inreduced, which may result in an improvement inmeeting customer due datesmeeting customer due dates
5.5. Reduces costs in the long run.Reduces costs in the long run.
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What is Quality Assurance?What is Quality Assurance?
TheThe objective of the quality assuranceobjective of the quality assurancefunction is to have a formal system that willfunction is to have a formal system that willcontinually survey the effectiveness of thecontinually survey the effectiveness of the
quality philosophy of the company.quality philosophy of the company.
QualityAssuranceQualityAssurance:: All those planned and
systematicactivities implemented toprovide adequate confidence that an entitywill fulfill requirements for quality. (ISO 9000)
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The Quality Assurance ModelThe Quality Assurance Model
The emphasis is towards improvement ofThe emphasis is towards improvement ofthethe process capabilityprocess capability ,,detection anddetection andprevention of nonprevention of non--conformanceconformance..
Quality Assurance addresses theQuality Assurance addresses the entire lifeentire lifecyclecycle of a product, starting from the initialof a product, starting from the initialproduct identification to final inspection,product identification to final inspection,
reliability in use and customer satisfaction.reliability in use and customer satisfaction.
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Comparison withRequirements
Process
Process 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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DefinitionsDefinitions
Design of ExperimentDesign of Experiment(DOE)(DOE)
It is a structured andorganized 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 identify
the optimum condition.
Reliability EngineeringReliability Engineering
It is the study ofIt is the study ofreliability, which isreliability, which is
thethe abilityability of aof aperson productperson productsystem tosystem toperformperformand maintain itsand maintain itsfunctionfunction in routinein routine
andand unexpectedunexpectedcircumstancescircumstances..
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QC Vs QAQC Vs QA
Quality ControlQuality Control
ProductProduct
ReactiveReactive Line functionLine function
Find DefectsFind Defects
Quality AssuranceQuality Assurance
ProcessProcess
ProactiveProactive Staff functionStaff function
Prevent defectsPrevent defects
Line function: Decision making areas of an organizationassociated with its daily operations.Staff Function: The advisory , analysis and support functionsprovided to line functions such as accounting , planning.
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Total Quality Assurance ModelTotal Quality Assurance Model
All the companies are dependent on theirAll the companies are dependent on theirsuppliers to provide:suppliers to provide: Cost reductionCost reduction
Joint innovationsJoint innovations-- Collaboration in setting of jointCollaboration in setting of jointbusiness objectives.business objectives.
Prompt response to design changesPrompt response to design changes
Reduction in duplicate efforts ( Quality checks etc)Reduction in duplicate efforts ( Quality checks etc)
Waste reductionWaste reduction
Short lead timeShort lead time
Informal alliances can reduce the likelihood of eitherInformal alliances can reduce the likelihood of eitherparty to unexpected switching businessparty to unexpected switching business
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Total Quality Assurance Model
QualitySystem
(ISO (9001)
+Tools
e. g SPC,DOEx
= TQMTeam Work+
Specification,
Feedback,
Training,
Seminars
Good QualityProducts
Prompt Delivery
Supplier's QualitySystem
(ISO 9001)+
Business
Alliance &TechnologySharing
Company
Supplier
Suppliers Management Commitment
Companys Management Commitment