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Quality movement is having its importance in every field of our life. Quality is expected in every product & service sector. The quality-related different terms are discussed in this presentation. Definition of quality, TQM, quality assurance, quality control, quality improvement & quality enhancement-all these words are having their own specific meanings. All these things are discussed in the given presentation.

Quality movement is having its importance in every field of our life. Quality is expected in every product & service sector. The quality-related different terms are discussed in this presentation. Definition of quality, TQM, quality assurance, quality control, quality improvement & quality enhancement-all these words are having their own specific meanings. All these things are discussed in the given presentation.

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Quality

  1. 1. By Dr. Neha Deo
  2. 2. Quality Quality is the totality of features and characteristics of a product or service that bear upon its ability to satisfy the stated or implied needs. (BSI, 1991) Quality is a functional utility of the product. (Navaratnam,1997) Quality is the degree of fitness for purpose and functions.(Oakland 1988)
  3. 3. Quality Sallis explained the quality of product as “they must do what they claim to do, and do what their customers expect of them.”- Quality is thus a positive & dynamic idea achievable by design with meaningful investment & not a absence of defect. (Crawford Shutler, 1999)
  4. 4. Quality Quality may be called as a journey (Process) & not necessarily a destination. The quality journey is characterized by a customer focused approach to continuous planning, implementing, evaluating and decision making. (Navaratnam 1997)
  5. 5. Quality In service sector, the client’s perception is the final index of quality. Quality has both absolute & relative connotations. Absolute—e.g. Rolls Royce----Most of us admire it, many of us want it, few of us can have it. Relative—since there can be many shades. The relativity becomes evident when products & services are the same.
  6. 6. Quality  The standard of something as measured against other things of a similar kind; the degree of excellence of something.  A quality is an attribute or a property characteristic of an object in philosophy. In contemporary philosophy the idea of qualities, and especially how to distinguish certain kinds of qualities from one another, remains controversial.  Quality is a distinctive attribute or characteristic possessed by someone or something.
  7. 7. Nature of Quality • Simple characteristic & it can be analyzed. • It is a specific & measurable entity. • It can be proved through experience.  In quality the use of product or services by the society is expected.  In quality, value of money is expected.  Through quality trust for the organization is reflected.  Quality indicates the image of the organization in the society. • In quality acceptable price is expected. • It is a measure of customer satisfaction. •In it customers’ need are satisfied. •It proves that there is absence of errors or faults.
  8. 8. Quality can any of the following Perceptual (as perceived by the consumer) Both process & product (Product carries manifest quality, process provides intrinsic support) Exceptional (something special; in operational terms, one can have scale or steps of its achievement and a cut off point) Perfection (or consistent; in other words, it identifies a specification to be met absolutely)
  9. 9. Quality can any of the following Fitness for purpose (Satisfying specified intentions) Value for money Transformative (Captured by terms like qualitative change, or continuous improvement) Relative & not absolute
  10. 10. Quality in Education Excellence in Education Value addition in Education Fitness of educational outcome and experience for use
  11. 11. Quality in Education Conformance of educational output to planned goals, specifications & requirements Defect avoidance in education process Meeting or exceeding customers’ expectations of education
  12. 12. Hierarchy of Quality Management INSPECTION Limited to physical products TOTAL QUALITY MANAGEMENT Comprehensive term QUALITY ASSUARANCE Focuses on process QUALITY CONTROL Focuses on Product
  13. 13. Total Quality Management Total quality management (TQM) consists of organization-wide efforts to install and make permanent climate where employees continuously improve their ability to provide on demand products and services that customers will find of particular value.
  14. 14. Total Quality Management  “Total" emphasizes that departments in addition to production (for example sales and marketing, accounting and finance, engineering and design) are obligated to improve their operations; “Management" emphasizes that executives are obligated to actively manage quality through funding, training, staffing, and goal setting.
  15. 15. TQM Everyone Every thing Continuous Systematic, Integrated Consistent Organization wide Use of people Improvement from within.
  16. 16. Deming’s Principles of TQM Constancy of purpose of improving Adopt new philosophy. Cease dependence on mass inspection to achieve quality. Terminate the awarding of business on the basis of price.
  17. 17. Deming’s Principles of TQM Improve constantly & forever the system of production & service to improve productivity & quality & decrease the cost. Institute training on the job. Institute leadership.
  18. 18. Deming’s Principles of TQM  Drive out fear so that every one may work effectively.  Break down the barriers between departments.  Eliminate slogans, exhortations, and targets asking for new levels of productivity without providing the workforce with the methods to do the job better.  Eliminate work standards that prescribe numerical data.
  19. 19. Deming’s Principles of TQM Remove the barriers that rob people of their rights to pride of workmanship. Institute a vigorous programme of Education & self – improvement. Put every one in the company to work to accomplish the transformation.
  20. 20. Juran’s Steps for TQM •Create awareness for the need and opportunity for improvement. •Set explicit goals for improvement. •Create an organizational structure to drive the improvement process. •Provide appropriate training. •Adopt a project approach to problem solving.
  21. 21. Juran’s Steps for TQM •Recognize & reinforce success. •Identify & report progress. •Communicate results. •Keep records of change. •Build an annual improvement cycle into all process of company.
  22. 22. Crosby’s steps of TQM 1) Establish full management commitment to the quality programme. 2) Set up a quality team to drive the programme. 3) Introduce quality measurement procedures 4) Define & apply the principle of the cost of quality. 5) Institute a quality assurance programme. 6) Introduce a corrective action procedures. 7) Plan for the implementation of a zero – defect system.
  23. 23. Crosby’s steps of TQM 8) Implement supervisor training. 9) Announce a zero defects day to launch the process. 10) Set goals to bring about action. 11) Set up an employee- management communication system. 12) Recognize those who have actively participated. 13) Set up quality councils to sustain the process. 14) Do it all over again.
  24. 24. Quality Management Quality management is a set of concepts, strategies, tools and beliefs etc. which are aimed at improving the quality of products and services, reducing the waste & saving costs. (Navaratnam,& O’Connor)
  25. 25. Quality Control Quality control in its broader sense, refers to a spectrum of managerial methods for attempting to maintain the quality of manufactured articles at a desired level. Detection & elimination of products that do not match the product specification. Avoiding too high a quality as well as too low a quality. Sticking to the predefined quality (Johansen, 1986)
  26. 26. QUALITY ASSURANCE Quality Assurance is a strategy of prevention of production of wasteful defective pieces.(Oakland,1988)  Dealing with quality planning  Providing quality advice& expertise  Providing inward goods, process & finished products’ appraisal methodology.  Analyzing customer’s complaints, warranty claims and product liability cases.
  27. 27. QUALITY ASSURANCE What is done to assure quality?  An advance prototyping of the product.  Equal emphasis on quality of transforming the design into a product conforming to the original design.  This mechanism ensures the right quality of raw material and equipment (inputs) and also rigorous process quality so that quality is ensured.
  28. 28. QUALITY ASSURANCE Quality assurance system, based on the fact that all functions share responsibility of quality, provides an effective method of acquiring and maintaining desired quality.(Oakland, 1988)
  29. 29. Quality Improvement Quality improvement is the framework used to systematically improve care. Quality improvement seeks to standardize processes and structure to reduce variation, achieve predictable results, and improve outcomes for the customers & stakeholders..
  30. 30.  Mukhopadhyay ,Murmer (2012). Total Quality Management :(Second Edition) Sage Publications.  Wikipedia  https://www.google.co.in/search?q=quality+free+images&sxsrf=ALiCzsZjlKgT1- Mu3U9IRWLG01FyUZQ7cA:1669793878410&source=lnms&tbm=isch&sa=X&ved=2ahUKEwjG3eH3st References  https://www.google.co.in/search?q=TQM++free+images&tbm=isch&ved=2ahUKEwip2vz-stX7AhXsi9gFHcDFAcMQ2- cCegQIABAA&oq=TQM++free+images&gs_lcp=CgNpb  https://www.dictionary.com/browse/quality  https://www.google.co.in/search?q=Deming+&bih=604&biw=1264&hl=en&sxsrf=ALiCzsb3SvnnZevSx1JBooHMmwfXtkVxUA%3A1669794013949&ei=3QiHY- zDOaeL3LUP3cyB6Ao&ved=0ahUKEwisprK4s9X7AhWnBbcAHV1mAK0Q4dUDCA8&uact=5&oq=Deming+&gs_lcp=Cgxnd3Mtd2l6LXNlcnAQAzIECAAQQzIHCAAQsQMQQzIFCAA QkQIyBAgAEEMyBQgAEJECMgQIABBDMgQIABBDMgUIABCRAjIFCAAQkQIyBAgAEEM6BwgjEOoCECc6BAgjECc6DgguEIAEELEDEIMBENQCOgUIABCABDoLCAAQgAQQsQ MQgwE6CAgAELEDEIMBOg4ILhCABBCxAxDHARDRAzoLCC4QgAQQsQMQ1AI6CAgAEIAEELEDSgQIQRgASgQIRhgAUABY3RhgnCVoAXABeACAAZ0BiAGhB5IBAzAuN5gBA KABAbABCsABAQ&sclient=gws-wiz-serp  https://www.google.co.in/search?q=juran&bih=604&biw=1264&hl=en&sxsrf=ALiCzsbcvcOs8pUfPiUXrfL9MJIgCye03g%3A1669794211161&ei=owmHY6DACduoz7sP7_WFEA&gs_ssp=eJzj4tTP1TcwTU82LDdg9G LNKi1KzAMAL6AFVg&oq=Juran&gs_lcp=Cgxnd3Mtd2l6LXNlcnAQARgBMgUIABCRAjILCC4QgAQQsQMQgwEyCwgAELEDEIMBEJECMgQIABBDMgQILhBDMgQIABBDMgQIABBDMgQIABBDMgUIABCABDIF CAAQgAQ6BwgjEOoCECc6BAgjECc6CgguEMcBEK8BECc6CwguELEDEIMBENQCOgsIABCABBCxAxCDAToICAAQsQMQgwE6DgguEIAEELEDEMcBENEDOggIABCABBCxAzoRCC4QgAQQsQMQgwEQxwE Q0QM6CggAEIAEEIcCEBQ6CAguEIAEELEDOggILhCxAxCDAToICC4QsQMQgAQ6CwguEIAEELEDENQCSgQIQRgASgQIRhgAUABYpA1g7SJoAXABeACAAagBiAHuBZIBAzAuNZgBAKABAbABCsABAQ&scli ent=gws-wiz-serp  https://www.google.co.in/search?q=crosby+quality&bih=604&biw=1264&hl=en&sxsrf=ALiCzsYne0_8AIsKfXfdExI-S1ZCbXCasg%3A1669794265723&ei=2QmHY4joK-- 24t4Pgaye8A0&gs_ssp=eJzj4tTP1TewqDJOqjBg9OJLLsovTqpUKCxNzMksqQQAcvMJEg&oq=Crosby&gs_lcp=Cgxnd3Mtd2l6LXNlcnAQARgBMgoILhCxAxCDARBDMgQILhBDMgQIABBDMgUIABCABDILCC4Q gAQQxwEQ0QMyBQguEIAEMgsILhCABBDHARCvATIFCAAQgAQyCwguEIAEEMcBENEDMgUIABCABDoHCCMQ6gIQJzoHCC4Q6gIQJzoECCMQJzoHCC4Q1AIQQzoQCC4QsQMQgwEQxwEQ0QMQQzoLC AAQgAQQsQMQgwE6DgguEIAEELEDEMcBENEDOgsILhCABBCxAxCDAToICAAQsQMQgwE6CAgAEIAEELEDOgsIABCABBCxAxDJAzoICC4QgAQQsQM6BQgAELEDSgQIQRgASgQIRhgAUABYpCJglkpoAX ABeACAAZ4BiAH4BpIBAzAuNpgBAKABAbABCsABAQ&sclient=gws-wiz-serp

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