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Subject -Total Quality Management (1MEOE401 )

Prepared By
Prof. S. T. GHUTUKADE
Assistant Professor ,
Mechanical Department
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Unit -1: Quality Assurance System

Concept of total quality, role and objectives of quality assurance, quality
assurance cycle, process approach to quality assurance (input-process-
output), information feedback, Significance of feedback and field complaints
analysis in quality assurance, significance of internal customer approach in
defect prevention program for quality assurance.
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• TQM (Total Quality Management) is an improvement in the traditional way

of doing business. It is a successful technique to surpass the world-class
competition.

• Total : made up of the whole

• Quality = Degree of excellence a product or service provides
• Management = Act, art, or manner of handling, controlling, directing, etc.

• TQM is the art of managing the entire organization (Man, Material,

Machinery, Money) to produce the best product or provide the best service.
• “It is the art of managing the whole to achieve excellence.”
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The definition of Total quality Management (TQM ) according to ISO 9000

“A management approach of an organization, centered on quality,

based on the participation of all its members and aiming at long term
success through customer satisfaction and benefits to the members of
the organization and to the society.”
TQM is also represented by the following names,

• Total quality
• Continuous quality improvement
• Total business management
• Cost effective quality management
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Total Quality Management Principles (TQM)

1. Focus on Customers
2. Total Employee Commitment
3. Strategic and Systematic Approach
4. Adherence to Process/Process approach
5. Fact-based Decision Making
6. Effective Communication
7. Continual improvement
8. Integrated Systems
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Total Quality Management Principles (TQM)

1. Customer Focus
Customers are the people who justify the quality of the
products and services.
So, the company needs to ensure that the customers will
feel that they have spent their money on a quality product if it can
last long to fulfil demands.
You can exceed customer satisfaction only when you
know their needs. So, successful companies align their objectives
with the client’s needs.
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Total Quality Management Principles (TQM)

2.Total Employee Commitment

You can’t increase productivity, processes, or sales without the total
commitment of all employees. They need to understand the vision and goals that
have been communicated.
They must be sufficiently trained and given the proper resources to complete
tasks in order to be committed to reaching goals on time.
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Total Quality Management Principles (TQM)

3.Strategic and Systematic Approach
The processes and procedures of each company should be a direct reflection of
the organization's vision, mission, and long-term plan.
This means quality and customer satisfaction are baked into the organization and
production process. All of which require a documented strategic plan for the long term.
Recognize, acknowledge, and reward innovations and process improvements
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Total Quality Management Principles (TQM)

4.Adherence to Process/Process approach
In TQM, it is believed that every activity can be deconstructed into a clear process that should be
documented, analyzed, and iterated on. Statistical process control is a cornerstone of TQM.
Processes ensure that the proper steps are taken at the right time to ensure consistency
and speed up production.
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Total Quality Management Principles (TQM)

5. Fact-based Decision Making

Being data-driven is at the center of TQM. Policies and procedures

must be followed once implemented and then analyzed based on collecting
data throughout the process flow to see opportunities for improvement.
Analysis and data gathering lead to better decisions based on the
available information.
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Total Quality Management Principles (TQM)

6.Effective Communication
During the adoption of TQM and throughout
the day-to-day operations and initiatives, having
clear communication channels that both employees
and customers feel empowered to use is critical.
Everybody in your organization needs to be
aware of plans, strategies, and methods that will be
used to achieve goals. There is a greater risk of
failure if you don’t have a good communication plan.
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Total Quality Management Principles (TQM)

7.Continual improvement
TQM is not a one-and-done thing. It requires
an organizational mindset shift that requires
continuous iteration for both process improvement
and quality improvement.
Optimal efficiency and complete customer
satisfaction doesn’t happen in a day your business
should continually find ways to improve processes and
adapt your products and services as customer needs
shift.
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Total Quality Management Principles (TQM)

8.Integrated Systems
In TQM, systems should talk to each other, convey
useful information across departments, and help make
informed data-driven decisions.
A shared vision, including knowledge of and
commitment to the principles of TQM, keeps everyone on the
same page.
Typically a business has many different
departments, each with their own specific functions and
purposes. These departments and functions should be
interconnected with horizontal processes that should be the
focus of Total Quality Management.
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Quality Assurance
Quality Assurance is also known as QA Testing. QA is defined as an activity
to ensure that an organization is providing the best product or service to
the customers.
Quality assurance (QA) is any systematic process of determining whether a
product or service meets specified requirements.

Importance of quality assurance

Quality assurance helps a company create
products and services that meet the needs,
expectations and requirements of
customers. It yields high-quality product
offerings that build trust and loyalty with
customers.
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Quality Assurance Stages

1.Design Stage
To ensure that the quality of design is according to the need of customer

2.Production

3. Field Observations
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What is quality
assurance
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Process of Quality Assurance

A quality assurance specialist will

usually use the PDCA cycle or Deming
wheel, which were both made by
Edward W. Deming, to make sure
quality. The process has four steps that
happen over and over again
Step 1: Plan
Step 2: Do
Step 3: Check
Step 4: Act
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Step 1: Plan

In this first step, which is very

important, a QA technician will set clear
goals for making high-quality final
products and suggest the best ways to
reach those goals. Also, he needs to
know what problems could happen
during the development phase and why
they might happen.
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Step 2: Do

As the name suggests, this stage lets you carry out the
procedures you chose in the last stage. Many times, changes
can be made and tested before data are gathered to see how
well those changes work. Still, they should be done on a small
scale and at a level that can be controlled.
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Step 3: Check

The results of these small changes will be looked at and

compared to the desired results to see where they are similar
and where they are different.
it will be easier to see if they live up to expectations. If the answer is yes, QA
experts can move on to the last step. But if the answer is “NO,” they have to
go back to the first step. If the PDCA framework is used again, data and
results should be put in a chart to see if the changes made make things
better.
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Step 4: Act or Adjust

It’s time to use what technicians found and make changes to the
project based on what they found. During the execution phase, there is
no way to make sure that no new problems will show up. So, this PDCA
cycle can be used again and again to improve quality.
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Quality assurance
methods
commonly used quality assurance methods, we
include:
1.Identifying processes
2.Quality audit
3.Control charts
4.Benchmarking
5.Cause and effect diagrams

Other more advanced tools include six sigma,

failure mode and effects analysis, root cause
analysis and poka-yoke (error-proofing) method.
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1.Identifying
processes
Identifying processes involves defining organizational
processes and standards at the beginning of a project to
ensure that the development team follows the right path.
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2.Quality
audit
Quality audit is a systematic method used to determine how
the outlined processes and standards perform during the
development and design period. For example, a quality audit
might involve reviewing the design documents to ensure that they
meet the project requirements.
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3.Control charts

Quality assurance engineers typically use

control charts to view process changes and
assess whether they are stable in comparison
to historical data.
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4. Benchmarking
Benchmarking is a common quality improvement tool
that utilizes major performance metrics to find the strengths
and weaknesses of procedures.
It involves comparing the organization's performance
with industry or market standards.
For example, a company might benchmark its
manufacturing processes against those of its competitors to
identify areas for improvement.
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5.Cause and effect diagrams

Cause and effect diagrams, also called Fishbone or
Ishikawa diagrams, require members to brainstorm and
outline all the possible causes of a problem.
These diagrams can be useful for identifying root
causes of problems and developing solutions.
For example, a cause and effect diagram might be used
to identify the various factors that contribute to a particular
defect in a product.
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The input–process–output
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The input–process–output Feedback

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The input–process–output Feedback

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Quality control
A system of maintaining standards in manufactured products by testing
a sample of the output against the specification.

Quality control involves testing units and determining if they are

within the specifications for the final product.
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What is quality control?
• Quality control is the inspection phase of quality assurance. It’s a
series of test procedures used to verify that a product is safe and
effective after mass production.
• both QA and QC are necessary. You can’t “test quality into” a product
by relying on QC alone.
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1. Proactive (QA) vs. Reactive (QC)

• Effective quality assurance is proactive. It aims to prevent defects
before they occur through process design.

• QC is reactive and exists to identify defects in the quality of products

after they have happened.
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2. Process (QA) vs. Product (QC)

• QA is process-oriented, and it focuses on preventing quality issues.

• QC is product-oriented and focused on identifying quality issues in

manufactured products that could affect customer satisfaction.
QA Processes: QC Procedures:
Documentation Batch inspection
Audits Product sampling
Supplier management Validation testing
Personnel training
Change control Laboratory testing
Investigation procedures Software testing
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3. System (QA) vs. Parts (QC)

• Quality assurance systems are the methods and procedures which are used to
safeguard quality standards.

• Quality control systems measure parts, including the outputs of the system.

• QC efforts may also be focused on parts used to create the final product, such as
raw materials from a supplier.
• The QA system for quality management may dictate various activities to make
sure inputs are consistently safe and effective, such as auditing suppliers and
batch sampling raw materials.
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4. Creation (QA) vs. Verification (QC)

The result of QA activities is a roadmap for creating high-
quality products. It involves defining standards for product
design, manufacture, packaging, distribution, marketing,
and sales.

QC involves verification of products post-manufacture and

before distribution, or confirming safety and efficacy.
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5. Entire Team (QA) vs. Dedicated Personnel (QC)
• Quality assurance activities involve the entire team. Every member of
a organization is responsible for QA activities by following SOPs.
• QA activities involve standards for training, documentation, and
review across the workforce.

• QC is generally the responsibility of certain personnel within the

organization whose duties include following SOPs for product testing.
• QC staff follow SOPs for quality control and document their findings
based on standardized procedures for product testing and process
validation.
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What is an external customer?

• External customers are the people that pay for and use the products or
services your company offers. When brainstorming problems and designing
solutions, these customers are who you’re designing for.
• To be clear, an external customer is a person who is not directly connected
to your organization other than by purchasing your product or service.
• This customer could be a one-time purchaser or a person who’ve you
worked with long-term and to whom you’ve provided add-ons or
customization options. External customers are also known as “clients” or
“accounts.”
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What is an internal customer?

• Internal customers have a relationship with, and within, your
company, either through employment or as partners who deliver your
product or service to the end user, the external customer.
• Less obvious stakeholders and shareholders are also internal
customers. All of these may or may not purchase your product or
service.
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