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1. ELECTRICALANDELECTRONICSENGINEERING
MODULE 2

2. QUALITY PLANNING AND ITS
DEVELOPMENT
 QUALITY
 Quality is a relative term.
 Degree of excellence.
 Fitness for use.
 It is based on the customers actual experience with
product or service, measured against his requirements.
 The concept of quality concerns how well and for how
long a product meets requirements of the customer.

3. Definitions of quality
⚫Conformance to requirement- Philip B Crosby
⚫Continuous improvement- William Edwards Deming
⚫Fitness for use- Joseph Moses Juran
⚫Most economical, most useful and always satisfactory
to the customer- Kaoru Ishikawa
⚫As per ISO 9000 quality is defined as the totality of
features and characteristics of a product or service, that
bear on its ability to satisfy stated or implied needs

4. The word quality has variety of
meanings….
⚫Fitness for purpose.
⚫Conformance to requirements.
⚫Grade
⚫Degree of preference
⚫Degree of excellence
⚫Measure of fulfillment of promises.
⚫Assured performance and safety
⚫Proper packing and timely delivery
⚫Incorporating customer feedback

5. Dimensions of quality
⚫Performance
⚫Features
⚫Reliability
⚫Conformance
⚫Durability
⚫Service ability
⚫Aesthestics
⚫Perceived quality

6. Quality planning
⚫Quality planning is one of the basic processes used in
managing for quality
⚫The process of establishing quality objectives and
developing the plans for meeting those objectives.
⚫Quality planning is the activity of developing the
products and processes required to meet customer’s
needs

7. Quality planning involves the following
steps
1. Determine who are the customers.
2. Determine the needs of the customers
3. Develop product features according to customers needs.
4. Develop processes which are able to produce those
product features.
5. Transfer the resulting plans to the operating forces.

8. Quality planning process
Identification of customers
Translate customer’sneedsinto supplier’slanguage
Discoveringcustomer needs
Transfer to operations
Develop the process
Develop the product that meetsthe customer’sneed
Optimize product design

9. Objectives of quality planning
which meet
⚫ To produce quality products and services
customer’s needs.
⚫ To define quality standards and to prepare product
specifications.
⚫ To prepare guidelines on various elements effecting quality.
⚫ To establish quality objectives and developing plans for
achieving these objectives.

10. ⚫ To review and evaluate product designs with a view to
improve quality and reduce the quality costs.
⚫ To develop quality control techniques and methods.
⚫ To build up a basis for total quality management culture
⚫ To identify opportunities for excellence
⚫ To create an excellent operating culture in the organization

11. Three prong approach to quality planning
⚫Planning is the activity of developing the product and
processes required to meet customers needs.
⚫Quality planning can be achieved by the three prong
approach
⚫1. Product planning
⚫2. Managerial and operational planning
⚫3. Documentation

12. 1. Product planning
⚫Product planning may be defined as – Evaluation of
the range, mix, specification and pricing of existing
and new products in relation to present and future
market requirements and competition.
⚫Planning of product range, mix, specification and
pricing to satisfy company objectives and specifying
the research, design and development support required.
⚫Product planning serves as an input to processes
design

13. 2. Managerial and operational planning
⚫ 1. Preparing organizational structure- involves responsibilities,
authorities and relationship arranged in pattern, through which
the organization performs its functions.
⚫ 2. Preparing organizational procedure- involves written
documentation of purpose and scope of each and every activity.
⚫ 3. Preparing process- involves set of inter- related resources and
activities which transform input into output in the most cost
effective and quality effective manners.
⚫ 4. Preparation of resources needed to implement quality
management- Includes the resources needed for all activities of
the over all management function that determine the quality
policy, objectives and responsibilities and prepare for
implementation such as quality control, quality assurance, quality
improvement

14. 3. Documentation
⚫All the elements requirements and provisions required
by company for its quality management system should
be documented in a systematic and orderly manner in
the form of written policies and procedures.
⚫Such documentation should ensure a common
understanding of quality policies and procedures.
⚫The quality management
adequate provision for
system should include
proper identification,
distribution, collection and maintenance of all quality
documents and records.

15. Types of quality documents
⚫ Drawing
⚫ Specifications
⚫ Blue prints
⚫ Inspection instructions
⚫ Test procedures
⚫ Work instructions
⚫ Operation sheet
⚫ Quality manual
⚫ Operational procedure
⚫ Quality control and quality assurance procedure

16. Quality management system
⚫ A management system to direct & control an organization
with regard to quality
⚫ System must clarify to the organization-what to do, who
will do it, how the work will be done, when to do it etc.
⚫ Systems in an organization must be focused towards a
direction i.e., there must exist a management system,
without which an organization would virtually collapse.
⚫ A system to establish quality policy & quality objectives &
to achieve those objectives
⚫ Quality management is also defined as A management
system to direct and control an organization with regard to
quality.

17. International standards organization -ISO
⚫ ISO is the international organization for standardisation, is
founded in 1946, with the objective of promotion and
development of international standards and related
activities, including conformity assessments such as
testing, inspection, laboratory accreditation, certification,
and quality assessments for facilitating international
exchange of goods and services.

18. ISO 9000
⚫ISO 9000 is a family of standards for quality
management systems, maintained by ISO based in
Geneva.
⚫Administrated by accreditation and certification
bodies.
⚫The ISO 9000 series of standards promotes the
adoption of process approach when developing,
implementing and improving the effectiveness of a
quality management system, to enhance customer
satisfaction by meeting customer requirements.
⚫ISO 9000 series standards have been adopted by some
45 countries.

19. ⚫ The first series of ISO 9000 standards were released in
1987.
⚫ There were 5 core standards and various guidance
standards for interpretation of mandatory requirements for
the specific industries.
⚫ As part of continual improvement, ISO 9000 series of
standards are reviewed and revised once in five years.

20. Whom does ISO-9000 HELP?
⚫ Organizations, whom want to promote their products in
international markets.
⚫ Organizations in creating confidence to the customers
regarding the product quality, which improves profits.
⚫ Organizations, in withstanding the competitions from other
producers of product in the global market.
⚫ Suppliers, in improving the quality of raw materials, semi
finished and finished products.
⚫ Customers, in getting good quality products.
⚫ Organizations, in expanding their business throughout the
world wide.

21. ISO 9000 SERIES
⚫ There are five standards in the ISO 9000 series, ISO 9000 to ISO
9004. They are,
⚫ 1. ISO 9000: Quality management and quality assurance
standards guidelines for selection and use.
⚫ Describes fundamentals of QMS,QCS,QAS etc
⚫ It includes fundamentals & vocabulary used in 9000 series
⚫ 2. ISO 9001: Quality systems- Model for quality assurance in
design, production, installation and servicing.
• Contains the actual requirements an organization must comply with
to become ISO 9001 Registered. It basically deals with certification
• Basically for business dealing with design, production,
Installation & servicing eg: jewellery
⚫ 3. ISO 9002: Quality systems model tor quality assurance in
production and installation.
⚫ It used to deal with mainly organisation which do not design or
develop products

22. ⚫ 4. ISO 9003: Quality systems - model for quality assurance
in final inspection and test.
⚫It is model for quality assurance in final inspection &
testing of products
⚫ 5. ISO 9004 : Quality management and quality system
elements –guidelines
⚫Provides guidelines on technical administration & human
factors affecting the quality of product & it provides
guidance for sustaining the success of an organization’s
objectives.

23. Elements of ISO 9000
⚫ A quality system for design, development, production, installation
and service has twenty requirements (elements) which has to be
established and compiled for ISO 9000 certification. They are,
⚫ 1. Management responsibility
⚫ 2. Quality system
⚫ 3. Contract review
⚫ 4. Design control
⚫ 5. Document control
⚫ 6. Purchasing
⚫ 7. Purchaser-supplied product
⚫ 8. Product identification and traceability
⚫ 9. Process control
⚫ 10. Inspection and testing

24. ⚫ 11. Inspection, measuring and testing equipment
⚫ 12. Inspection and test status
⚫ 13. Control of non-conformity product.
⚫ 14. Corrective action
⚫ 15. Handling, storage, packing and delivery
⚫ 16. Quality records
⚫ 17. Internal quality audits.
⚫ 18. Training
⚫ 19. Servicing
⚫ 20. Statistical techniques.

25. Steps for installation of ISO 9000
⚫3 steps are there
⚫1) Preparatory step
⚫2) Implementation step
⚫3) Registration & certification step

26. 1. PREPARATORY STEP
⚫ Make everybody aware of quality
⚫ Necessary quality document to be prepared for – Top
managerial groups – Department heads – Junior level
executives
⚫ Analyze present status & take corrective actions
⚫ Design & develop standard procedures of
manufacturing
⚫ Document everything in form of policy, procedures
etc

27. 2. IMPLEMENTATION STEP
⚫Implementing the documented quality system into
practice in the organization.
⚫ Internal audit
⚫ External audit
⚫ Conducting Pre-registration

28. 3. Registration and certification step
⚫Apply for registration
⚫Audit by certification body
⚫Certificate will be issued by certification body

29. QUALITY AUDIT
⚫A Systematic & independent examination to determine
whether quality objectives are as par the plans &
whether these plans are implemented effectively in
achieving quality objectives with the maintenance of
quality standards.

30. Objectives of quality audit
⚫To study the quality of the existing systems and find
out the non conformity with the quality system.
⚫To suggest the corrections to be done in different areas
and operations.
⚫To propose and implement methods as per ISO
standards.
⚫To evaluate a supplier before entering a contract with
him.
⚫To suggest best procedures and practices.
⚫To reduce the loss of money due to duplication of
activities, high repairs, high scraps, and so on.

31. Types of audit
⚫1. Adequate audit – Also called documentation review
or Intent audit. Office exercise to compare
documentation with applicable standard
⚫2. Compliance audit – Also called implementation or
effectiveness audit. It is an audit to establish the extend
to which the documented system is complied or not.
⚫3. System audit – Evaluates quality aspects of various
system in organization such a production and planning,
research and development, purchasing, design &
development assembly, inspection etc

32. ⚫4. Product audit – Evaluates or examines the
acceptance level of the finished product made by
inspection and testing department.
⚫5. First party audit – also called internal audit. Done by
persons within the organization to determine whether
the quality management system conforms to the
requirement of the ISO std, whether quality
management system has been effectively implemented
and maintained.
⚫6. Second party audit – Done by parties who have
interest in the organization such as customers.
⚫7. Third party audit – Conducted by external
independent organizations – ISO Certificate is issued

33. BENEFITS OF BECOMING ISO COMPANY
⚫ISO 9000 provide a competitive edge in the domestic
and global market
⚫Platform for Consistent improvement
⚫Reduces wastage & increases profit
⚫Maintains streamlined records
⚫Maintains streamlined material handling & storage
⚫It changes attitude of workers, working atmosphere etc
⚫ISO 9000 gives international recognition of ability,
credibility and expertise, thereby increasing the
number of customers.

34. Total quality management
⚫ Means Quality in every aspect of company operation
⚫ AIM
⚫ Long term success
⚫ Benefit to all
⚫ Zero defect
⚫ Customer satisfaction
⚫ TQM involves effective decision making, problem solving,
quality planning, quality implementation and quality
improvement strategies of all the departments of an organization.
⚫ In TQM, the needs of Customers are constantly monitored to
improve the products and processes to meet their requirements.
⚫ Effective TQM results in greater customer satisfaction, fewer
defects, less waste, reduced costs, improved profitability and
increased productivity

35. TQM is defined as,
⚫ Management approach of an organisation centered on
quality, based on the participation of all its members and
aiming at long term success through customer satisfaction
and Benefits to all members of an organisation and to
society.
⚫ Cost effective system for integrating continuous quality
improvement efforts of people at all levels in an
organisation, to deliver products and services which ensure
customer satisfaction.
⚫ TQM is a building, housing quality assurance system. The
foundation of this system is consciousness of employees,
walls of this building are employees involvement and
commitment, roof of the building is quality policy of the
top management.

36. ⚫ Q M
T-Total
In all functional areas
⚫
⚫
- at all levels
- all the people who haveshare in the organisation.
Q – Quality
⚫ - to meet customer requirements
M- Management
- effective utilisation of resources
- to maintain existing levels
T

37. all major areas of
TQM involves consideration of
production activities such as
(a)Engineering design development
(b)Sales
(c)Marketing
(d)Information system
(e) Purchasing service
(f) Distribution etc

38. TEN MANTHRAS OF TQM
⚫ 1) Quality is never accident, it is always the result of untiring and
intelligent effort
⚫ 2) Quality is like a prayer to god, which never comes out without
hard work and devotion
⚫ 3) Quality is everybody’s work
⚫ 4) Take care of quality , it will take care of everything
⚫ 5) Document is dependable but not memory
⚫ 6) Quality is achieved through team work
⚫ 7) Quality begins with cleanliness of the work place
⚫ 8) quality is begins and ends with education
evaluate
⚫ 9) Quality is the attribute that a customer uses to
products and services
⚫ 10)Make it right first time & all time

39. Link between ISO 9000 and TQM with the
help of TQM model
⚫ TQM is a mechanism to change the culture of the company to
achieve its goals, ISO certification.
⚫ ISO may be called as the subset of TQM.
⚫ Focused on employee involvement and product improvement
Quality in 4 dimension:
⚫ (a) Requirement of customer
⚫ (b) Management commitment
⚫ (c)Countrywide participation
⚫ (d)Analysis of quality problems

40. ⚫ ISO 9000is a quality management system
⚫ Organization has to prepare quality manual
⚫ Quality manual deals with organizations activities, procedures so
that organization can supply quality products and services
⚫ Organization which have decided to adopt TQM, will produce
quality products and services today and in near future.
⚫ Organization has to produce better quality products and services
than competitors.
⚫ Focused on consistency and record keeping

41. Approach of ISO 9000

42. Vision and mission
⚫Mission: Declaration of what an organisation should
like in future.
⚫To design, manufacture and supply high quality and
reliable products.
⚫Mission statement should be easy to understand,
describe the functions of the organisation, purposes
for employees ,customers , supplier.
⚫Vision: It must find expression in the strategic quality
plan

43. Quality policy
⚫ A quality policy is a brief statement that aligns with your
organization's purpose and strategic direction, provides a
framework for quality objectives, and includes a
commitment to meet applicable requirements.
⚫ It is a brief statement or document that defines
your quality goals and objectives, a commitment.
⚫ It should provide an outline for creating, stating, and
measuring your performance of the quality objectives.