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1. Total Quality Management T Q M

3. delighting or pleasing the customer,

4. eliminating waste,

5. doing it right the first time, and/or

7. Quality of conformance is the extent to which a process is able to deliver output that confirms to design specifications.

8. Specifications are targets and tolerances determined by designers of goods and services.

9. Quality Control means ensuring consistency in processes to achieve conformance.

11. QUALITY GURUS - Japanese SHIGEO SHINGO Introduced Just in time, Zero defect, Single Minute exchange of Die. TAGUCHI - LOSS FUNCTION We should have robust design ISHIKAWA – FATHER OF QUALITY CIRCLE 7 Statistical tools – check sheet, histogram, pareto chart, cause and effect, scatter diagram, control charts, graphs.

12. MANAGING QUALITY

13. CORE CONCEPT OF TQM Quality for profit Right first time Acceptable Quality levels Cost of quality Failure Cost costs caused by defective parts, products, or faulty services . Internal -failures discovered during production (e.g. rework, problems, material/product losses, downtime) . External -failures discovered after delivery (e.g. warranty, returned goods, liability claims, penalties) Appraisal Cost costs of activities designed to ensure quality or uncover defects (e.g. in-line inspection, final inspection, field testing, crash test dummies, crumpled cars) Prevention cost costs of preventing defects from occurring (e.g. training, working with vendors, quality control procedures, quality improvement programs, extra attention in design and production) Hidden cost Potential lost sale, scrap not reported, cost of design or software change due to quality reason)

14. STRATEGIC QUALITY MANAGEMENT

15. PRODUCT PROCESS SYSTEM PEOPLELEADERSHIP FIVE PILLARS OF TQM Effectiveness Hard Aspect Confluence Suitability Soft Aspect

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