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10 Quality Management

Quality is defined as meeting customer requirements, while quality management involves ensuring products and services conform to standards. Approaches include quality assurance, quality control, total quality management, and Six Sigma. Quality standards like ISO 9000 and the EFQM model provide frameworks for developing and measuring quality systems.

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79 views19 pages

10 Quality Management

Quality is defined as meeting customer requirements, while quality management involves ensuring products and services conform to standards. Approaches include quality assurance, quality control, total quality management, and Six Sigma. Quality standards like ISO 9000 and the EFQM model provide frameworks for developing and measuring quality systems.

Uploaded by

Mohamed Lisaam
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPTX, PDF, TXT or read online on Scribd
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Leadership and Management

Topic 10: Quality Management

BBM1 Lecture 19
10/25/2020
Learning areas to be covered
10.1 Quality defined
10.2 Quality management defined
10.3 Contribution of the quality gurus
10.4 Quality management approaches
10.5 Quality standards
10.6 Quality management issues
Tutorial Topic 9
1. Define quality and quality management
2. Explain the importance of quality and how an organisation
maintain quality control measures
Introduction
Definition

traditional internal view current external view


How quality is defined
Quality management defined

• Quality management is concerned with all the activities required


to ensure that products and services conform to the standards
set by the organization and meet expectations of customers.

• These activities include the steps taken to ensure that high


quality is achieved (quality assurance), and the actions taken to
check that defined quality standards are being achieved and
maintained (quality control).
Contribution of the quality gurus

• W Edwards Deming- emphasized on importance of customers

• J M Juran- managerial breakthrough : identify and eliminate


short-term deviations from the usual performance.

• Philip B Crosby- ‘in discussing quality we are dealing with a


people situation’.
Quality management approaches

• 1. Quality assurance aims to build quality into the system. It is


based on procedures designed to ensure that the activities
carried out in the organization such as design, development,
manufacturing and service delivery result in products, services
or other outcomes that meet the requirements and needs of
customers.
Quality management approaches

• 2. Quality control involves the application of data collection and


analysis to monitor and measure the extent to which quality
assurance requirements have been met in terms of product or
service performance and reliability.

• It can involve detailed procedural documentation that spells out


how quality should be achieved and measured.
Quality management approaches

• 2.1 Statistical quality control uses sampling techniques and


mathematical analysis to ensure that during design,
manufacturing and servicing, work is carried out and material
used within the specified limits required to produce the desired
standards of quality, performance and reliability.

• Some techniques are acceptance sampling, control charts,


control by attributes and control by variables
Quality management approaches

• 2.2 Total quality control takes a comprehensive view of all


aspects of quality through techniques such as zero-defects
programmes or Taguchi methodology.
• Zero-defects programmes aim to improve product quality beyond the
level that might economically be achieved through statistical procedures.

• Taguchi methodology- Push quality back to the design stage because


quality control can never compensate for bad design.
Quality management approaches

• 2.3 Total quality management (TQM) is a systematic method of


ensuring that all activities within an organization happen in the
way they have been planned in order to meet the defined needs
of customers.

• Its philosophy is that it is necessary to be ‘right first time’,


ensuring that no defective systems are in use and that no
defective units are made or inadequate services delivered.
Quality management approaches

• 2.4 Six Sigma - a name coined by Motorola Inc, is a statistical


approach to the measurement of variations that has been
expanded holistically to cover all aspects of quality in an
organization.

• The Greek letter sigma (σ) is used as a symbol to denote the


standard deviation or the measure of variation in a process.
Statistically, six sigmas represent the range of values of a
population with a normal distribution.
Six Sigma DMAIC
• The Six Sigma DMAIC approach is typically used to improve an existing process.
DMAIC is an acronym that stands for:

• Define the problem and desired outcome

• Measure the ability of the process

• Analyze the data and identify the root cause of variations (defects)

• Improve or modify the process so that fewer variations (defects) are produced

• Control the process. Prevent and correct variations before they result in defects
Quality management approaches

• 2.5 Commentary- Quality management must start with quality


assurance, and statistical quality control techniques can be used
to check on the standards achieved and indicate where action is
required.

• But quality assurance and quality control methodologies are best


carried out within a holistic framework – TQM or Six Sigma.
Quality management approaches

• 2.5 Commentary- Quality management must start with quality


assurance, and statistical quality control techniques can be used
to check on the standards achieved and indicate where action is
required.

• But quality assurance and quality control methodologies are best


carried out within a holistic framework – TQM or Six Sigma.
Quality standards

• Quality standards provide the basis for developing and


measuring the effectiveness of a quality system.

• Their aim is to encourage organizations to think about their


management processes and react to the changing demands
placed upon them.

• a) ISO 9000 (management responsibility, resource management,


process management and measurement, analysis and
Quality standards

• b) The EFQM model of quality- The European Foundation for


Quality Management (EFQM) indicates that customer satisfaction,
people (employee) satisfaction and impact on society are achieved
through leadership
Quality management issues

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