Palash Roy: Quality Management

Palash Roy
Quality Management
What is Quality
 Some attributes used to help in defining the Quality
 Freshness
 Reliability
 Durability
 Safety
 Environmental Friendly
 Serviceability
 Attribute Consistency
Copyright © 2007, Upendra Kachru
7-2 Production And Operations Management Text and cases, Upendra Kachru Excel Books
Definition of Quality:
 The degree to which a specific product satisfies a particular class of

consumers.
 Quality means -A product should meet its specifications.
 Quality is a state in which value entitlement is realized for the customer
and provider in every aspect of the business relationship.
 “Value” represents economic worth, practical utility and availability for both
the customer and the company that creates the product or service.
Quality Principles
 Principles 1 – Customer focus
 Principles 2 – Leadership (Provide Direction )
 Principles 3 – Involvement of people (At all levels)
 Principles 4 – Process approach (Manage all Activities & Resources)
 Principles 5 – System approach to management (Managing
interrelated Processes)
 Principles 6 – Continual improvement
 Principles 7 – Factual improvement (Analysis of Data)
 Principles 8 – Mutually beneficial supplier relationships
Dimensions of Quality
 Performance
 Features
 Durability
 Reliability
 Serviceability
 Aesthetics (A product’s appearance or feel)
 Consistency
 Safety
 Timeliness
 Customer Service
 Compatibility
 Environmental Friendly
Quality Policy
 is appropriate to the purpose of the organization
 Includes a commitment to comply with requirements and continually
improve the effectiveness of the quality management system,
 provides a framework for establishing and reviewing quality objectives.
 is communicated and understood within the organization.
 is reviewed for continuing suitability.
Process Approach (TQM)
 TQM can be defined as managing the entire organization so that it excels in
all dimensions of products and services that are important to the customer
PDCA CYCLE (A Plan of action to lead the quality
by Deming)
PLAN DO
ACT CHECK
WHAT IS ISO 9000
• ISO is a ‘nickname’ to “International

Organization for Standardization”.
• An international standard more than 100
countries
• ISO is a non-governmental organization
established in 1947 by International Standard
Agency headquartered in Geneva.
• Principles are applicable to all organizations
WHAT IS ISO 9000
ISO 9000 is a written set of standard which

describe and define the basic
elements/clauses of the quality system
needed to ensure that an organization’s
products/or services meet or exceed
customer needs and expectations
Principles of ISO 9000
- ISO 9000 is a standard for a quality system, not product.
- ISO 9000 is based on documentation and is premised on the

following:-
- Document what you do;
- Do what your document;
- Prove it and improve it
- ISO 9000 emphasises prevention.
- ISO 9000 is a universal standard; the focus is on what needs

to be done and not on how it is to be carried out
WHY QUALITY SYSTEM - ISO 9000
• to satisfy customers through a quality

product
• to gain self confidence – we get what
we planned
• to achieve competitiveness in both the
local and overseas markets.
• as a blueprint for efforts to improve
the quality system of the organization.
BENEFITS OF ISO 9000 IMPLEMENTATION
For the company:-
- Well defined organization and

responsibilities,
i.e., minimize grey areas and possible
resources wastage.
- Standardize practice and establishment

of proper communication channel, i.e.
maximize productivity and
communication efficiency.
BENEFITS OF ISO 9000 IMPLEMENTATION
For the company:-
- A greater degree of internal control.
- Ultimately, increase profitability and

market share, improve competitive position.
For the customer:-
- Increase satisfaction and growth in

confidence.
QUALITY MANAGEMENT SYSTEM
Continual improvement of the
Quality management system
Management
responsibility Customers
Customers
Measurement,
Resource
analysis and
management Satisfaction
improvement
Requirements
Input Output
Product Product
realization
Information flow
Value-adding activities
7-15 Production And Operations Management Text and cases, Upendra Excel
KachruISO
Reference: Books
9001:2000

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Palash Roy

Copyright © 2007, Upendra Kachru

 The degree to which a specific product satisfies a particular class of

Copyright © 2007, Upendra Kachru

Copyright © 2007, Upendra Kachru

Copyright © 2007, Upendra Kachru

Copyright © 2007, Upendra Kachru

Copyright © 2007, Upendra Kachru

Copyright © 2007, Upendra Kachru

• ISO is a ‘nickname’ to “International

Copyright © 2007, Upendra Kachru

ISO 9000 is a written set of standard which

Copyright © 2007, Upendra Kachru

- ISO 9000 is a standard for a quality system, not product.

- ISO 9000 is based on documentation and is premised on the

- ISO 9000 emphasises prevention.

- ISO 9000 is a universal standard; the focus is on what needs

• to satisfy customers through a quality

Copyright © 2007, Upendra Kachru

For the company:-

- Well defined organization and

- Standardize practice and establishment

Copyright © 2007, Upendra Kachru

For the company:-

- A greater degree of internal control.

- Ultimately, increase profitability and

For the customer:-

- Increase satisfaction and growth in

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