QUALITY MANAGEMENT PRINCIPLES (ISO 9000)

DEFINITION:-

ISO 9000 is defined as a set of international standards on quality management and quality
assurance developed to help companies effectively document the quality system elements
needed to maintain an efficient quality system. They are not specific to any one industry and
can be applied to organizations of any size.

ISO 9000 can help a company satisfy its customers, meet regulatory requirements, and
achieve continual improvement. It should be considered to be a first step or the base level of a
quality system.

BREIF HISTORY OF ISO 9000:-

ISO 9000 was first published in 1987 by the International Organization for Standardization
(ISO), a specialized international agency for standardization composed of the national
standards bodies of more than 160 countries. The standards underwent major revisions in
2000 and 2008. The most recent versions of the standard, ISO 9000:2015 and ISO
9001:2015, were published in September 2015.

ASQ administers the U.S. Technical Advisory Groups and subcommittees that are

responsible for developing the ISO 9000 family of standards. In its standards development
work, ASQ is accredited by ANSI.

ISO 9000:2000 refers to the ISO 9000 update released in the year 2000.

The ISO 9000:2000 revision had five goals:

1. Meet stakeholder needs

2. Be usable by all sizes of organizations
3. Be usable by all sectors
4. Be simple and clearly understood
5. Connect quality management system to business processes
ISO 9000 was again updated in 2008 and 2015. ISO 9000:2015 is the most current version.

PRINCIPLES OF QUALITY MANAGEMENT (ISO 9000)

The ISO 9000:2015 and ISO 9001:2015 standards are based on seven quality management
principles that senior management can apply to promote organizational improvement.
The Quality Management Principles (QMPs) can be used as a foundation to guide an
organization’s performance improvement. These are timeless ideas which will help you align
your organization with all of your stakeholders: customers, suppliers & employees. Here is a
summary of the 7 Quality Principles, along with some supporting information on how to
apply it to your organization (ISO Website has more detailed version).

QUALITY PRINCIPLE 1: CUSTOMER FOCUS

Quality management primarily focuses on meeting customer requirements and striving
to exceed customer expectations. As an organization, your success depends on customer
satisfaction. Therefore you need to understand current and future customer needs, meet
customer requirements and strive to exceed their expectations. Managing customer
satisfaction is key.
Do you carefully review your customer’s requirements?
 How do you know if your customers are satisfied?

QUALITY PRINCIPLE 2: LEADERSHIP

Leadership helping leaders to establish unity of purpose and direction at all levels and to
create conditions to engage members of the organization in achieving the organization’s
quality objectives. Your organization’s leaders are the top level of management. They
establish unity of purpose and direction of the organization. They should create and maintain
the internal environment in which people can become fully involved in achieving the
organization’s objectives. To establish a great environment you should build trust, equip and
empower employees, recognize employee achievements and hard work, and set challenging
goals to keep employees motivated.

The captain guides the ship, and likewise, Top Management has a responsibility to embrace
these principles and your quality management system. Specifically, your organization’s
leadership should hold management review meetings to keep your QMS (and organization)
running smoothly.

QUALITY PRINCIPLE 3: ENGAGEMENT OF PEOPLE

Engagement of people Obtaining and maintaining (at all levels throughout the organization)
competent, empowered, and engaged people to enhance the organization’s capability to
create and deliver value. People at all levels are the essence of an organization and their full
involvement enables their abilities to be used for the organization’s benefit. ISO 9001
requires training to ensure employees have the tools they need to do their job and contribute
to the success of your organization.

In order for people to support your quality initiatives, they must understand them.
Additionally, you must create an environment where employees feel confident and
comfortable asking questions, learning and sharing knowledge. To benefit your employees
we recommend an employee overview of ISO 9001.

QUALITY PRINCIPLE 4:PROCESS APPROACH

Delivering consistent and predictable results through the use of effective and efficient
activities that are understood and managed as interrelated processes that function as a
coherent system. A desired result is achieved more efficiently when activities and related
resources are managed as a process.
A process is a set of activities that use resources (people, machines, etc.) to transform inputs
into outputs. Every organization is made up of a series of interacting processes.

QUALITY PRINCIPLE 5: IMPROVEMENT

Continual improvement of the organization’s overall performance should be a
permanent objective of the organization. Top management should encourage their employees
to make improvements and also measure improvement consistency.
Auditing your QMS and improving your processes is a key requirement of ISO 9001.

QUALITY PRINCIPLE 6:EVIDENCE BASED DECISION MAKING

Effective decisions are based on the analysis and evaluation of data and information in the
decision making process to produce desired results. When the data reveals that an area is
underperforming, it is important to take corrective actions to improve performance.

Root Cause Analysis is a good way to determine the source of the problem for knowing what
corrective actions should be taken.

QUALITY PRINCIPLE 7: RELATIONSHIP MANAGEMENT

Managing the organization’s relationships with related parties, such as partners or vendors,
for sustained success. The organization needs to identify and select suppliers (and
other interested parties) that can manage costs, optimize resources and create value. When
you are establishing relationships you want to collaborate to ensure that you are both focuses
on continual improvement.
Your organization is unique, so there is not one right answer as to the application of these
principles above. However, implementing ISO 9001 can help establish a solid basis
for improved quality and customer satisfaction.

ASSIGNMENT NO 1

TOPIC#2
How different organization follows just in time (JIT)
manufacturing process?
CONCEPT OF JIT:-

Just-in-time (JIT) manufacturing is frequently described as a process for achieving

continuous improvement through the systematic elimination of waste and variations. It
encompasses not only the production control techniques but also total quality control
programs, facility and line design, employee training and involvement attitude, etc.,

4 EXAMPLES OF COMPANIES THAT USE JUST IN TIME (JIT)

MANUFACTURING

All companies struggle to implement and incorporate different managing and manufacturing
processes into their business model. While there are literally thousands of techniques to doing
so, there are a few general principles which apply to all manufacturing companies.  How do
companies use these techniques, and what are the benefits of the process for them?
Let’s study a few successful companies that currently use lean processes and how they
implement them.

TOYOTA:-

The automobile giant was perhaps the first major company to adopt this lean ideology in their
manufacturing processes, initially calling the method the Toyota Production System. Not
only have they eliminated waste but they have also mastered the techniques required to
minimize faulty products that do not meet customer needs. Toyota works with two primary
processes that allow these goals to be reached. The first is a process called Jidoka, which
translates roughly to “mechanization with the help of humans.” This means that although
some aspects of the job are automated, humans are continually checking the quality of the
product. There are also programs built into the system that allows the machines to shut
themselves down if someone spots a problem. The second part is known as the Just in Time
or JIT model. This ensures that the next step of a process is only started once the previous
phase is completed. This way, if there is a flaw in the assembly line, no extra and unnecessary
work will be completed. This lean manufacturing technique has paved the way for dozens of
other companies to follow in their footsteps.
INTEL:-

Known for their computer processors, Intel adopted the lean manufacturing techniques to
provide a higher quality product to an industry that demands zero bugs. This ideology has
helped reduce the time to bring a microchip to the factory from more than three months in the
past to less than ten days. With items so precise and technical, Intel quickly realized that
producing a higher quantity of lower quality was not the way to improve profits and increase
customer satisfaction. Instead, by implementing quality control factors and waste reduction
techniques, both parties benefit. This is even more so true in the tech industry where products
are changing and being upgraded so frequently.

JOHN DEERE:-

John Deere has also adopted a lean manufacturing approach to their business. Many of their
quality control mechanisms are fully automated meaning that more parts can be checked for
defects in a shorter period. This means that more supply can get out of the door each day and
the product can be offered to the consumer for a lower price. These controls are also used to
monitor the production of each part of their products which means that they will never
produce more than is needed and expend valuable materials in the process.

NIKE

The famous shoe and clothing giant has also adopted lean manufacturing techniques. Much
like other businesses, Nike saw less waste and higher customer value, but also some
unforeseen benefits. Lean manufacturing was shown to reduce poor labor practices in their
overseas manufacturing plant by up to fifteen percent. This was mainly due to lean
manufacturing valuing the worker more than previous labor practices. It gave more
significant value to an employee and in turn higher value to the company as a whole.

Lean manufacturing is a process that more businesses will continue to adopt well into the
future. By reducing waste and maximizing value to the customer, both consumers and
companies can handsomely benefit from its implementation. Most companies have seen the
genius of the lean manufacturing system, and have attempted to implement the system in
their own processes with various beneficial effects.
ASSIGNMENT NO 2
TOPIC #1

Explain the responsibilities of total quality

management department/ total quality
managers?
The Function Of Total Quality Management

Introduction

Total Quality Management (TQM) is a function to develop quality and performance which
resolve surpass consumer expectations. It can accomplished by integrate the quality
associated functions and processes through the organization. TQM looks at the particular
quality measures apply by organization as well as managing quality development and design,
maintenance and quality control, quality assurance and quality improvement. Furthermore,
TQM takes account into all quality measures that taken at all stages and concerning all
organization employees.

Besides that, Total Quality Management (TQM) plans in an effort to maintain

competitiveness in categorize to attain consumer satisfaction in the increasing of competition
around the world. TQM is an integrative idea of administration for incessantly civilizing the
quality of progression and products. TQM is the purpose on the basis that the quality of the
products and processes is the dependability of everybody who is concerned with the
conception or utilization of the services and products that offered by the organization.
Moreover, TQM capitalizes on the contribution of administration, suppliers, workforce, and
even consumers to achieve the customer expectations.

Total Quality Management also is a planned structure for managing the quality of possessions
of an organization to assure its internal and external of consumers and suppliers. Its core
objective is constant customer satisfaction throughout permanent development, which is
specialist by systematic methods for infiltrate achievement, problem solving, and provisions
of better results. There is no typical or forceful method for implementing TQM so each
organization can follow it in a behaviour to view the greatest for their organization. 
THE FUNCTIONS TO TQM

Pursue new strategic thinking

Strategic thinking is very important tool in business. It is consists to find the right source of a
issue and make the suitable corrections. In business, a lot of people only analyse the
indication of a certain circumstances. The objective of the strategic thinking is to separate the
variables and identify with that core of the problem. When it’s completed, the manager will
capable to decide the cause into the different motivation on the circumstances. Moreover, the
organizations are willing to give more money for the persons that have knowledge in this
field. The organization performed an analysis on what businesses appear for workers. At the
first, they need to have a clear objective on where they want the business to finish. Second,
they need thoroughly to understand of where they presently position in the market. Lastly,
they need to categorize prospective threats and adjust that will arise in the future. For
example, when organizations change their focus from an operational quality value discipline
to a consumer confidence value discipline, they have been doing strategic thinking about the
shifting opportunities in the strength of qualified, the market place, and the susceptible
circumstances have to depend ahead constant projection of goods variety margins in unstable
business environment.

Know your customers

Each of the business has to know why their customers want to buy product from them and not
the competitors. Though good product and service is the easy precision is that no one will
buy if customers don’t want it or consider they don’t want it. The customer won’t influence
anybody that want or need to purchase what they’re offering except they obviously realize
what their customer really wants. Furthermore, significant and considerate customer needs is
very important to have a successful business, whether trade directly to personals or other
businesses. Moreover, they know more about their customers, the more successful sales and
marketplace will be efforts.
Set true customers requirements

Customers requirement is the client might have simply the vaguest plan of what the
requirement should looks like previous to concrete accomplishment and the employ of that
product. The customer essentially may be representing different roles, frequent customers,
and yet the same customer may have special perceptions on their position in the progression.
For example, the customer employing a new product has special type of needs while they
become experienced of the users of that product. They need to search out about the
subsistence of different perspectives, and then what is the value for each product, and finally
combine them together into the suitable photograph. Value of customer appears from
rewarding the customer’s business supplies deliverable what is that to solve the customer’s
dilemma, take an opportunity, or meet their actual competitors.

Reduce chronic waste

The organization could improve the quality of process outputs by used the six sigma to
remove and identify the reason of defects (errors) and reducing the variability in
industrialized and company processes. They use a set of quality management function,
including geometric methods, and make a better infrastructure for people within each of the
business.

Pursue a continuous improvement strategy

For organization that they want to improve their competitiveness, service department have to
imbed structures that will ensure frequent quality and production development. According to
that structure, they must be accomplished of providing personal contributor with the
probability to meet up and then improve on the challenger. A philosophy of incessant
development enables a service of department to develop “a method oriented way of
developing and thinking strategies that comfort incessant improvement concerning people at
the level of the managerial hierarchy” (Imai 1986). Besides that, that system involves a new
organizational culture that consider as revolutionize, rather than standard and the stability.
Use structured methodology for process improvement

The structured methodology of process improvement has three phases, there is process
characterization, process observation, and process optimization. The process of
characterization can define as relations of geometric and arithmetical functions that relay
each of the quality of the product characteristic back to a process variable. Furthermore, the
substitutes for process characterization are reaction surface forms, mechanistic forms, and
deterioration forms to decrease the sort of preference. With the appropriate protection, the use
of deterioration forms on time indicator product and progression information could be
functional at the first stages of progression development. Moreover, the process observation
is important in this process improvement because it’s controlling the substitutes in phases 2
and 3 to process that optimize and differentiate the real production progression, but not
laboratory research. At the same time, the process optimization develops the relations of
purpose industrial in process characterization in several varieties of optimization methods.

Reduce variation

The variation is the differentiation between the actual or ideal. Ideal stands for a set of
perfection that can attempt but it never achieve also, and its information that create
continuous development achievable. By reducing variation is the solution way for quality.
General reason variation corresponds to effects from a process descend within a sort that
would be measured as normal. Theoretically, a power chart is used to establish while an
effect is due to unusual source. At the same time, eradicating or reducing common because
variation involves a fundamental and stable change.

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Use a balance approach

The balance approach would be improved the margin and value with consumers and
customers. For instance, a balanced approach in particular refers to a process of coaching
literacy that come together with phonics and whole language approaches. For the whole of
language approach recommended that learn to understand approach obviously at a top level
of experience to quality text, while the phonetic approach advised that learn to comprehend
involves a better transaction of detailed tutoring. Besides that, the balanced approach
persuades a lecturer to offered particular reading information depend on their education
course to each of their student. Therefore, by using the balanced approach in a basic
classroom also can build more work to do, but the outcome would be quite importance to the
effort.

Apply to all functions

All functions and all employees have to contribute in the improvement process and
organizations needed also quality systems and quality culture because they want to achieved
a successful implementation in quality processes. Besides that, capabilities are needed in
conditions of maturity and skill in last step. Skills without maturity cannot maintain the
impediments. Therefore, the worker in the quality groups is necessary to be extremely
capable and mature in expressions of understanding quality. By this way, then only they can
arrange the plan, perform the plan, and others people will follow the arrangement.

Conclusion

A high-quality quantity of achievement can be developing throughout Total Quality

Management. Total Quality Management is a top quality management and it also well-known
as customer satisfaction. Besides that, it offers a high profit on investments
throughout improving the effectiveness and customer satisfaction. TQM could be success
throughout the business and organization, furthermore the people should be contribute in
progression quantity and controls, products, improving developments, services and the
ethnicity in which they employment as a continuous upgrading. TQM is also focusing all
purpose and stage of an organization on continuous upgrading and quality. The foremost
focus of TQM is about conference or surpasses customer requirements.

Besides that, TQM would be focus evidently on the needs and wants of the marketplace.
Quality control of the traditional approach focuses on the technological information of a
product to satisfy the consumers. The consumer is longs for unusual satisfaction perspectives
which normally disregarded in traditional approach. However, the needs and wants change
from place to place and also person to person. As TQM focuses on the concept of academy, it
seeks to conceptual the satisfaction observation of the marketplace and hence helps the
business to classify and meet up the necessities of the market into superior way.
Furthermore, TQM would be also help to aspire for a top value of performer in each area of
activity. Some more, it is a great traditional truth that the negative manner of workers and
non-participative society of the business pretence the greatest impediment to organization’s
prosperity, achievement, and growth. TQM is significance on carrying out intellectual and
attitudinal change during the promotion of participative work ethnicity and successful
teamwork. This supply is to persuade the higher human needs of self development and
acknowledgment and enhances employee’s interest in their job. The employee’s performance
is not controlled to the product or service part but reveals in other area as well as possible.

At the same time, TQM is a great method for acknowledging and communication to have a
good work. Improper procedures and insufficient communication are a new curse a lot of
difference organizations, which they have problem in confusion, misunderstanding, low
production, repetition of efforts, poor value, and low morale and so on. TQM might be brings
out with a range of correlated departments, fragment, and different levels of administration
whereby providing a successful automobile of communication and dealings.

In addition, strategic thinning is the expectations for business. By this way, the businesses are
going to shift away to give the administrator had a manual to follow. Executives are
preparatory to be expecting a superior level of productivity from middle level of department.
There are many difference of information on the internet regarding how to be more
professional and also the instruction programs that can direct on the mission to have a more
creative workplace.
ASSIGNMENT NO 2

TOPIC # 2

Brief History of Total Quality Management?

BRIEF HISTORY OF TOTAL QUALITY MANAGEMENT (TQM)

ORIGIN
TQM, in the form of statistical quality control, was invented by Walter A. Shewhart. It was
initially implemented at Western Electric Company, in the form developed by Joseph Juran
who had worked there with the method. TQM was demonstrated on a grand scale by Japanese
industry through the intervention of W. Edwards Deming—who, in consequence, and thanks
to his missionary labours in the U.S. and across the world, has come to be viewed as the
"father" of quality control, quality circles, and the quality movement generally.

Walter Shewhart, then working at Bell Telephone Laboratories first devised a statistical
control chart in 1923 it is still named after him. He published his method in 1931
as” Economic Control of Quality of Manufactured Product. The method was first introduced
at Western Electric Company's Hawthorn plant in 1926. Joseph Juran was one of the people
trained in the technique. In 1928 he wrote a pamphlet entitled” Statistical Methods Applied to
Manufacturing Problems”. This pamphlet was later incorporated into the AT&T Statistical
Quality Control Handbook, still in print. In 1951 Juran published his very influential Quality
Control Handbook.

1930s TQM history

The history of TQM starts with Elton Mayo’s Hawthorne experiments from 1927 through
1932. These experiments showed that workers participation in decision making improves
productivity.
In the 1930s, the Hawthorne plant of the Western Electric Company studied lighting levels,
workday lengths, and rest period lengths to maximize productivity. During the lighting level
studies, researchers found that when the lights were brighter, worker productivity increased.
However when lighting level was decreased worker productivity also increased.

This change in behaviour from the employees is now called the Hawthorne effect. It basically
states that when workers are involved in studies or decision making, productivity increases.
Also during the 1930s, Walter Shewhart developed control charts. Which are statistical
methods to control processes?
 1950s TQM History
In the 1950s Edward Deming taught statistical methods and Dr Juran taught quality
management techniques to the Japanese.

Armand Feigenbaun wrote Total Quality Control. This became the first work that started
many Total Quality Management theories.

In 1954 Abraham Maslow created a pyramid of self actualization needs. In terms of work
productivity, the lower levels of needs must be met prior to employees performing at higher
levels. The needs in order are

1. Physiological which is to eat, sleep, and have shelter

2. Safety which is to have economic and physical security

3. Belonging which is to be accepted by family and friends

4. Esteem which is to be held in high regard

5. Self actualization which is to achieves ones best 

1960s TQM History

In the 1960s Douglas McGregor formed the Theory X and Theory Y leadership models.

A Theory X leader applies a negative approach to management. They assume most workers
really do not like to work and try to avoid work.

A Theory Y leader believes workers want to do a good job. They believe workers will offer
solutions to problems and participate in problem solving events. An involved employee is a
productive employee.

1970s History of TQM

In 1968 the Japanese shaped the phrase Total Quality Control. TQC is a companywide quality
control philosophy. This philosophy drove Japan to the world quality leader in the 1970s. For
the most part, Japan remains the quality leader. However the world has significantly closed
the gap.
1980s History of TQM
In the 1980 the U.S. Navel Air Systems coined the TQM phrase. The Navy based most of the
principles on the Japanese Total Quality Control philosophy.

Many companies adopted TQM during the 80s. TQM spread like wild fire. Many companies
saw significant gains in productivity. However many companies started the program and
failed miserably because they weren't willing to change.

1990s History of Total Quality Management

In the 1990s' TQM evolved. Experts introduce new methods that supported TQM. These
include Lean Manufacturing and Six Sigma.

Organizations could now become certified to ISO 9001

The Malcom Baldridge National Quality Award (MBNQA) was created for the US. MBNQA
auditors give this award to companies who show the most outstanding quality management
practices. 

2000s History of Total Quality Management

In the 2000s, ISO revised ISO 9001 to focus more on business planning, quality management
and continuous improvement. Other certification standards were created including AS9100
for aerospace, TS16949 for automotive, ISO 14001 for environmental, TL9000 for
electronics, and ISO 17025 for laboratories. These standards all include the ISO 9001.

2010s History
ISO revised the ISO 9001 standard in 2015 to include Knowledge management. Although Six
Sigma started in the 1990s, it became the prevalent problem solving process used by Quality
professionals.

The term Lean Six Sigma was born. A combination of Lean thinking, 5S, and Six Sigma
forms the core of Lean Six Sigma. In addition experts start using Kaizen, Gemba, and Hoshin
Kanri concepts.