Session-2 & 3 Quality - Evolution of Quality

SESSION – 2 & 3
TOTAL
QUALITY
MANAGEMENT
By:
Zahid Hussain
Quality Trainer
MS-Total Quality Management
IRCA Lead Auditor ISO-9001-2000
IRCA Lead Auditor ISO-14000-2004
B.Sc Engineering (Chemical)
PCBA–UCP
What is Quality ?
 Fitness for purpose or use
– Juran
 Quality is conformance to the
requirements.
– Crosby
 Quality should be aimed at the needs of
the consumer, present and future
– Dr. Deming
What is GRADE?
Category or rank given to different

quality requirements for products,
processes, or systems having the
same functional use
(ISO 9000:2008)
Definitions of Quality
 Product Based:
– “Product Attributes”
 User Based:
– “Fitness for intended use”
 Value Based:
– “Quality Vs Price”
 Transcendent:
– “Level of excellence”
 Manufacturing Based:
– “Conformance to specifications”
Quality Improvement for Customer
Value
CUSTOMER
Quality of
Quality of Performance / Use Purpose:
Design / Redesign “Customer Value”
DESIGN PRODUCT
Quality of
Conformance
Quality Parameters
 Quality is a composite of three parameters:
– Quality of Design / Redesign
– Quality of Conformance
– Quality of Use / Performance
 Quality of Design: (Product and User Based Quality) is
the extent to which the design reflects a product or service
that satisfies the customer needs or expectations.
 Quality of Conformance: (Manufacturing Based
Quality) is the extent to which the product or service conforms
to the design standard expectations.
 Quality of Use: (User Based Quality) is the extent to
which a product is easy to use, reliable and maintainable.
The Evolution of Quality
 The evolution can be broadly
classified into five phases:
– Inspection
– Quality Control
– Quality Assurance
– Total Quality Management
– Total Quality Assurance
INSPECTION
 It is the sorting of Non
conforming items from
the conforming items
 Means separation of
Defective items from
the right items +
Rework (IF NEEDED)
INSPECTION (Acceptance Sampling)
Process
Inspection
Pass the
Inspection No
Yes Reject,Scrap,Rework
Acceptance
Next Process
The Quality Control Phase
“It involves analytical and diagnostic

techniques and activities aimed at
monitoring a process and eliminating
causes of unsatisfactory performance
for the prevention of defects”.
What is Quality Control?
 The operational techniques and

activities that are used to fulfill the
requirements for quality. (ISO–9000)
 This general area may be divided into
two main sub areas:
– Statistical Process Control
– Acceptance Sampling Plans
 INSPECTION + Corrective action
THE QUALITY CONTROL MODEL
Process Settings,
Process
Specifications, etc.
Corrective
And
Corrective Actions: Action taken Preventive
to eliminate the cause of a Comparison with Actions
detected nonconformity or other Requirements
undesirable situation.
(ISO Process in No
9000:2008) Control
Yes
Preventive Actions: Action taken
to eliminate the cause of a Next Process
potential nonconformity or other
potentially undesirable situation.
Benefits of Quality Control
 The advantages of a quality control system,
however, become obvious in the long run.
1. Improvement in the quality of products and
services.
2. System is continually evaluated and modified to
meet the changing needs of the customer.
3. Improves productivity, which is one of the goals
of all organizations.
4. With improved productivity, the lead time on the
production of parts and subassemblies is
reduced, which may result in an improvement in
meeting customer due dates
5. Reduces costs in the long run.
What is Quality Assurance?
 The objective of the quality assurance

function is to have a formal system that will
continually survey the effectiveness of the
quality philosophy of the company.
Quality Assurance: All those planned and

systematic activities implemented to
provide adequate confidence that an entity
will fulfill requirements for quality. (ISO –
9000)
The Quality Assurance Model
 The emphasis is towards improvement of
the process capability ,detection and
prevention of non-conformance.
 Quality Assurance addresses the entire life
cycle of a product, starting from the initial
product identification to final inspection,
reliability in use and customer satisfaction.
THE QUALITY ASSURANCE MODEL
Process Settings,
Process
Specifications, etc.
Comparison with
Requirements Corrective &
Preventive
Actions
Process in
Control No
Yes
Improved Process Perform Design Of Experiment,

Settings, Alternative Reliability Engineering
Material
Yes Process in No
Control
Continuous Process Improvement
Definitions
Design of Experiment Reliability Engineering
(DOE)
It is the study of
It is a structured and
organized method used reliability, which is
to determine the the ability of a
relationship between person product
the different factors system to perform
(XS) effecting a process
and the output of and maintain its
process (Y). function in routine
10 -20 experiment – and unexpected
relevant factors are circumstances.
varied systematically –
results of experiments
are analyzed to identify
the optimum condition.
QC Vs QA
Quality Control Quality Assurance
 Product  Process
 Reactive  Proactive
 Line function  Staff function
 Find Defects  Prevent defects
Line function: Decision making areas of an organization

associated with its daily operations.
Staff Function: The advisory , analysis and support functions
provided to line functions such as accounting , planning.
Total Quality Assurance Model
 All the companies are dependent on their
suppliers to provide:
– Cost reduction
– Joint innovations- Collaboration in setting of joint
business objectives.
– Prompt response to design changes
– Reduction in duplicate efforts ( Quality checks etc)
– Waste reduction
– Short lead time
– Informal alliances can reduce the likelihood of either
party to unexpected switching business
Total Quality Assurance Model
Company’s Management Commitment
Company Quality Tools
System + Team Work + e. g SPC, = TQM
(ISO (9001) DOEx
Business
Alliance &
Technology Specification,
Sharing Good Quality
Feedback, Products
Prompt Delivery
Training, Supplier's Quality

System
Seminars + (ISO 9001)
Supplier
Supplier’s Management Commitment

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SESSION – 2 & 3

Category or rank given to different

“It involves analytical and diagnostic

 The operational techniques and

 The objective of the quality assurance

Quality Assurance: All those planned and

Improved Process Perform Design Of Experiment,

Line function: Decision making areas of an organization

Training, Supplier's Quality

Supplier’s Management Commitment

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