1. Session 1
Introduction to Quality
Dr. Hima Gupta
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2. TQM
• Total - Made up of the whole
• Quality - degree of excellence a product or
service provides
• Management - Act, art or manner of
planning, controlling, directing,….
Therefore, TQM is the art of managing the
whole to achieve excellence.
excellence
2

3. WHAT IS QUALITY ?
EVERYTHING WHICH MATTERS TO THE CUSTOMER
WHAT IS POTENTIAL OF AN ORGANISATION ?
( INCLUDING THE EFFECT OF SYNERGY )
WHAT IS PRESENT LEVEL OF PERFORMANCE ?
QUALITY MANAGEMENT ATTEMPTS TO FILL
THIS GAP
REVENUE-EARNING PER STAFF PER ANNUM FOR IR
3

4. What is Quality?
• There are so many definitions for
Quality.
• Quality is…..
– Based on judgments by an individual or
organisation
– Fitness for purpose
– Corresponds to a rating
– Based on acceptable performance
– Meeting goals
– Meeting requirements
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5. Traditionally Quality has 3 main
dimensions
• Performance
• Price
• Promptness
In present context , following more
dimensions should be added to Concern
for Quality –
• Global competitiveness
• Concern for environment
• Concern for safety ( for Transport Orgn. )
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6. New & Old Culture
Quality Element Previous State
New State
----------------------------------------------------------------------Definition
Pdt oriented
Cust. Oriented
Priorities
Second to service & cost
First among equals
Decisions
Short – term
Emphasis
Detection
Errors
Operations
Responsibility QC
Pblm solving
Managers
Procurement
Price
Manager’s Role
Plan, assign, control
and enforce
of service & cost
Long term
Prevention
System
Everyone
Teams
Life – cycle costs, partnership
Delegate, coach, facilitate
and mentor
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7. Why TQM?
Ford Motor Company had operating losses of
$3.3 billion between 1980 and 1982.
Xerox market share dropped from 93% in
1971 to 40% in 1981.
Attention to quality was seen as a way to
combat the competition.
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8. What is Quality Assurance?
• What is Quality?
Quality is the ability of your product to be
able to satisfy your users
• What is Quality Assurance?
Quality Assurance is the process that
demonstrates your product is able to satisfy
your users
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9. What is Quality Control?
• Quality Control (QC) is the
implementation of regular testing
procedures against your definitions of
quality and more specifically the
refinement of these procedures
– Formal use of testing
– Acting on the results of your tests
– Requires planning, structured tests, good
documentation
– Relates to output - Quality Circle
– Standards - ISO 9000 & BS5750
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10. The Quality Cycle
Quality
Control
Test
Product
Create
Product
input
output
Quality
Refine
Product
Test
results
Quality
Assurance
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11. Dimensions of Quality
Product- TV
Performance - Primary Characteristics, such as brightness
Features –Secondary Characteristics, Remote Control
Conformance-Meeting Specifications or Standards
Reliability –Consistency of Performance over time-fail
Durability- Useful life ,include Repair Service
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12. Defining Quality
Perfection
Fast delivery
Providing a good, usable product
Consistency
Eliminating waste
Doing it right the first time
Delighting or pleasing customers
Total customer service and satisfaction
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Compliance with policies and procedures

13. Formal Definitions of Quality
• Transcendent definition: excellence
• Product-based definition: quantities of
product attributes
• User-based definition: fitness for intended
use
• Value-based definition: quality vs. price
• Manufacturing-based definition:
conformance to specifications
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14. Quality Perspectives
transcendent &
product-based
Customer
products
and
services
user-based
needs
Marketing
value-based
Design
manufacturingbased
Manufacturing
Distribution
Information flow
Product flow
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15. Customer-Driven Quality
• “Meeting or exceeding customer
expectations”
• Customers can be...
– Consumers
– External customers
– Internal customers
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16. Total Quality
• People-focused management system
• Focus on increasing customer satisfaction
and reducing costs
• A systems approach that integrates
organizational functions and the entire supply
chain
• Stresses learning and adaptation to change
• Based on the scientific method
16

17. LEARNING AND TQM
Learning
Process Improvement
Quality Improvement
Customer
Satisfaction
Shareholder
Satisfaction
Employee
Satisfaction
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18. BASIC PRINCIPLES OF TQM
Approach
Scope
Scale
Management Led
Company Wide
Everyone is responsible for Quality
Philosophy
Prevention not Detection
Standard
Right First Time
Control
Cost of Quality
Theme
On going Improvement
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19. Principles of Total Quality
•
•
•
Customer and stakeholder focus
Participation and teamwork
Process focus supported by continuous
improvement and learning
…all supported by an integrated organizational
infrastructure, a set of management practices,
and a set of tools and techniques
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20. FOUR KEY PRINCIPLES
•Measure quality so you can affect it
•Focus on a moving customer
•Involve every employee
•Think long term - Act short term
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21. SEVEN DEADLY SINS OF TQM
•Flight to nowhere
•One size fits all
•Substituting TQM for leadership
•Inside - Out indicators
•Mandatory religion
•Quality kept as a separate activity
•Teaching to the test
Booz-Allen & Hamilton
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22. Essentials of the Quality System
1. Say what you do
By studying the Quality Manual, teams working on a particular
process know what the job requires. If in doubt, they can ask team
leaders. This process enables everyone involved to understand and
state the process and their role within it.
2. Do what you say
Once they understand the process, team members are able to
implement it e.g. by constructing a new building for a specific client.
3. Record what you have done
Construction teams record all actions taken, so that all those
involved know the current position, what has gone on before and
what still needs to be done.
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23. Essentials of the Quality System
4. Review what you have done
Records are regularly reviewed both to ensure delivery
targets can be met and to identify any problem areas.
5. Take remedial action where necessary
If problems or potential problem areas are identified,
steps are taken to eliminate or reduce these.
6. Then start the process again
This procedure is followed for each stage in each
process to ensure that everyone benefits from solutions
to problems, which have already been devised.
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24. Deming’s View of a
Production System
Suppliers of
materials and
equipment
A
B
C
D
Design and
Redesign
Consumer
Receipt and test
Receipt and test
research
of materials
materials
Consumers
Production, assembly
inspection
Distribution
Tests of processes, machines, methods
INPUTS
PROCESSES
Feedback
OUTPUTS
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25. Infrastructure, Practices, and
Tools
Infrastructure
Leadership
Strategic
Planning
Practices
Tools
HRM
Performance
appraisal
Process
mgt.
Information and knowledge
management
Training
Trend chart
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26. TQ Infrastructure
•
•
•
•
•
Customer relationship management
Leadership and strategic planning
Human resources management
Process management
Information and knowledge management
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27. Quality and Profitability
Improved quality
of design
Improved quality
of conformance
Higher perceived
value
Higher
prices
Increased market
share
Increased
revenues
Higher profitability
Lower
manufacturing and
service costs
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28. Three Levels of Quality
• Organizational level: meeting external
customer requirements
• Process level: linking external and internal
customer requirements
• Performer/job level: meeting internal
customer requirements
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29. Quality and Personal Values
• Personal initiative has a positive impact on
business success
• Quality begins with personal attitudes
• Quality-focused individuals often exceed
customer expectations
• Attitudes can be changed through
awareness and effort (e.g., personal quality
checklists)
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30. Key Idea
In the daily attempt to bring about change in the
individual parts of the organizational universe,
managers, employees, professors, and students can
find that personal quality is the key to unlock the door
to a wider understanding of what the concept really is
all about. Unless quality is internalized at the personal
level, it will never become rooted in the culture of an
organization. Thus, quality must begin at a personal
level (and that means you!).
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31. Quality is a Journey,
not a Destination
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