Quality r (2) (2)

QUALITY, QUALITY CONTROL, SQC, TQM,ISO

9000

QUALITY – BASIC DEFINTIONS

• IS A RELATIVE TERM & USED WITH THE END USE OF THE PRODUCT.

• FITNESS FOR USE:- IF WORKS WELL FOR WHICH IT IS MADE. –J.M.JURAN

• GRADE: IS A DISTINGUISHING FEATURE / GRADE/PRODUCT APPEARANCE/ LIFE/ RELIABILITY/ TASTE/ ODOUR/ ALL CHARACTERISTICS.

• DEGREE OF PERFORMANCE: BASED ON COMPARATIVE TEST BY CUSTOMER

QUALITY – BASIC DEFINTIONS• DEGREE OF EXELLANCE: MEASURE OF GENERAL EXELLANCE• CUSTOMER SATISFACTION: J M JURAN• DEGREE OF CONFORMANCE : COMPLIANCE TO THE

SPECIFICATIONS -CROSBY• OUTPUT (GOODS /SERVICES) OF THE PROCESS MUST BE OF

HIGHEST STANDARD.• FREEDOM FROM DEFECTS• DELIGHTING CUSTOMERS• ISO-8402 -TOTALITY OF FEATURES AND CHARACTERISTICS

OF A PRODUCT OR SERVICE THAT BEARS ON ITS ABILITY TO SATISFY THE CUSTOMER.

• Q=P/E , P=PERFORMANCE, E=CUSTOMERS EXPECTATIONS

PHASES OF QUALITY

• QUALITY OF CONCEPT - OWNER• QUALITY OF DESIGN - ENGINEER• QUALITY OF PRODUCTION-

MANUFACTURER• QUALITY OF CONFORMANCE- PRODUCER• QUALITY OF PERFORMANCE -

USER,COSTOMER

1.QUALITY OF CONCEPT - OWNER

• CLEAR IDEA OF OUTPUT/PRODUCT/ SERVICES• AVAILABILITY & NEED OF

CUSTOMERS• AVAILABITY OF RESOURCES• MARKET DEMANDS• FUNDS AVAILABILTY

2.QUALITY OF DESIGN - ENGINEER

• TECHNICAL DETAILS / TECH. KNOW HOW• DESIGNS • DRAWINGS• SPECIFICATIONS• TECHNICAL HANDS

3. QUALITY OF PRODUCTION- MANUFACTURER/ CONTRACTOR

• ACTUAL EXECUTION PHASE• PM TECH. ARE USED FOR PLANNING,

SCHEDULING, EXECUTION, CONTROLLING.• QUALITY OF RAW MATERIALS(INPUTS)• QULITY OF PROCESS• INSPECTION• REJECTION• QULITY OF OUT PUT (PRODUCT/SERVICES)

4.QUALITY OF CONFORMANCE- TO SPECIFICATIONS

• TO THE EXTENT THE PRODUCT MANUFACTURED CONFORMS TO THE DESIGN SPECIFICATIONS AND TOLERANCE.

• REFERS TO QUALITY OF END PRODUCT• GOOD DESIGN WITH GOOD EXECUTION LEADS

TO GOOD QUALITY OF PRODUCT.• SPECIFICATIONS ARE THE MEAUURABLE AND

NON MEASURABLE CHARACTERISTICS OF THE PRODUCT.

• IF NOT CONFORMING- REJECTION

5. QUALITY OF PERFORMANCE -USER,COSTOMER

• HOW PRODUCT/ SERVICE SATISFIES THE CUSTOMER.

• ACTUAL PERFORMANCE OF THE PRODUCT.• DURABILITY ASPECTS.• LIFE OF THE PRODUCT/SERVICE.• USER/ CUSTOMER BECOME MARKETING

PERSONNEL.• PRODUCT MAY BE WASHED AWAY IF

PERFORMANC FAILS.

QUALITY CONTROL• ONE OF IMPORTANT FUNCTIONS OF MGMNT.• A SET OF TOOLS AND TECH. BY WHICH PRODUCTS ARE

MADE TO COMPLY WITH THE SPECIFICATIONS AT MINIMUM COST TO THE FIRM.

• CONCERND WITH MAKING THINGS RIGHT THAN DISCOVERING AND REJECTING THOSE MADE WRONG.

• AFFECTS THE EXCELLANCE OF END PRODUCTS.• ISO-8402,OPERATIONAL TECH. AND ACTIVITIES THAT

ARE USED TO FULLFILL REQUIREMENTS FOR QUALITY.• P-D-C-A –DEMING CYCLE• PLAN-DO-CHECK-ACT

QC AND INSPECTION• QC AIMS TO PRODUCE BETTER QUALITY PRODUCTS AT

THE LEAST COST AND INSPECTION IS ONE OF THE TOOLS.

• QC FINDS THE CAUSES OF VARIATIONS & SUGGESTS METHODS TO REDUCE THE VARIATIONS WHILE INSPECTION IS THE APPICATIONS OF TESTS AND MEASURING DEVICE TO COMPARE THE PRODUCTS AND THEIR PERFORMANCE WITH SPECIFIED STANDARDS.

• QC DETERMINES WHAT, WHEN AND HOW MUCH TO IINSPECT WHILE INSPECTION ACTUALLY CONDUCTS EXAMINATION OF GOODS TO ACHIEVE QUALITY.

INSPECTION• DOES NOT ADD ANY VALUE TO THE PRODUCT

BUT ADDS TO ITS COST.• TOO MUCH INSPECTION IS NEEDLESS

EXPENCE AND TOO LITTLE INSPECTION MAY NOT PROVIDE REQUISITE QUALITY ASSURANCE.

INSPECTION PLANNING-6 STEPS

• WHAT TO INSPECT--SPECIFICATIONS• WHEN TO INSPECT-STAGE• WHERE TO INSPECT--PLACES• HOW MUCH TO INSPECT---INSPECT CENT

% /SAMPLING• WHO SHOULD INSPECT- PERSON IN CHARGE• HOW TO INSPECT—MODE OF OPERATION.

WHAT to inspect

• Product inspected for Quality Characteristics• Specifications are tools for inspection• Each & every quality characteristics may not

be checked. • Only which affecting the performance be

checked.• Blue prints, operation sheets, bill of quantities

etc .. Checked.

WHEN to inspect

• Inspection, sampling or cent percentage on all incoming materials, semi finished items, brought out components, tools

• Floor inspection or patrolling.• Inspection on components before transferring to other depts.• Inspection to any process where rework is not possible.• Prior to costlier operations.• Which is likely to endanger costly tooling.• Prior to shipment.• On all jobs received back from a customer as defective.

WHERE to inspect

• Incoming materials• Manufactured parts• Finished product• Jigs & fixtures• Tools.• Gauges

HOW to inspect- manual or mechanical

• Measuring instruments• Limit gauges• Air gauges• Multiple gauging• Optical comparators• Automatic gauging• Non destructive gauging

How much to inspect• Either on each piece (cent percent

inspection)• On samples (sampling inspection)-practical-

includes determination of lot sizes, sample sizes, number of defectives that are permissible.

• Single sampling plan• Double sampling plan• Multiple sampling plan• Sequential sampling plan

S Q C –STATISTICAL QUALITY CONTROL

• QC BASED ON STATISTICAL PRINCIPLES.• 3 activities are included.• Systematic collection and recording

of datas, analyzing the data, practical engineering or management action.

SQC

• Uses 3 scientific techniques.

• 1. Sampling Inspection

• 2. Analysis of data

• 3. Control charts.

Control Charts

• Quality characteristics – two types- measurable and non measurable.

• First ie Quality characteristics which are variables, length, weight, age.

• Average charts-X bar charts, and Range charts R-charts are used.

• Second ie- properties which are attributes, non measurable, called p-charts, np charts, and c charts.

TQM- TOTAL QUALITY MANAGEMENT

• IS A WAY TO IMPROVE QUALITY OF PRODUCTS & SERVICES.

• IT INCLUDES ALL EMPLOYEES OF ORGANISATION.

• IS A COST EFFECTIVE SYSTEM FOR INTEGRATING THE CONTINUOUS QUALITY IMPROVEMENT EFFORTS OF PEOPLE AT ALL LEVELS IN AN ORGANISATION WHICH ENSURES CUSTOMER SATISFACTION.

TQM

• TQM INCLUDES

• ALL AREAS AND FUNCTIONS• ALL ACTIVITIES• ALL EMPLOYEES• ALWAYS (AT ALL TIMES)• ALL PLACES.

KEY PRINCIPLES OF TQM

• 1.CUSTOMER FOCUS FUNDAMENTAL PURPOSE OF ANY BUSINESS IS TO CREATE A CUSTOMER.---PETER DRUCKER

• 2.CONTINUOUS IMPROVEMENT USING P-D-C-A CYCLE

• 3.MEASUREMENTS WHAT U MEASURE ONLY U CAN CONTROL AND IMPROVE.

• 4.PEOPLE INVOLVEMENT

KEY PRINCIPLES OF TQM

• 5.TRAINING AND EDUCATION TRAINING. INCREASES EMPLOYEES UNDERSTANDING OF THE PROCESS,REDUCE ERRORS, IMPROVES PRODUCTIVITY ETC

• 6.QUALITY IMPROVEMENT TEAMS. COMMITTIES INVOLVING PEOPLE FROM ALL DEPARTMENTS SET UP BY MGMNT.

• 7.COST OF QUALITY ALL COSTS INVOLVED IN ACHIEVING QUALITY OF PRODUCT.

KEY PRINCIPLES OF TQM

8.DO IT RIGHT FIRST TIME.9. PROCESS EMPHASIS 85% ARE PROCESS PROBLEMS, 15% BY

INDIVIDUAL ERRORS.10.QUALITY MANAGEMENT SYSTEM QUALITY NEVER HAPPENS BY CHANCE. IT IS ALWAYS THE RESULT OF ORGANISED

SYSTEMATIC EFFORT. IS ACHIEVED BY QUALITY MANAGEMENT SYSTEM.

QUALITY GURUS

• 1.DR.W.E.DEMING

• 2.DR.JOSEPH JURAN

• 3. PHILIP B CROSBY

BENEFITS OF TQM• 1.GREATER CUSTOMER SATISFACTION• 2.LOWER COST OF MANUFACTURING• 3. LOWER INVENTORY INVESTMENT.• 4.LESSER COST OF PROCUREMENT• 5.LOWEST COST OF INSPECTION• 6.REDUCTION IN PRODUCT DEVELOPMENT

TIME.

ISO 9000

• INTERNATIONAL ORGANIZATION FOR STANDARDISATION.• ISO 9000 IS ONLY AVAILABLE INTERNATIONALLY ACCEPTED

QUALITY MANAGEMENT SYSTEM IN THE WORLD..• IT PROVIDES NECESSARY GUIDELINESFOR MANUFACTURING

AND SERVICE ORGANISATIONSIN FORMULATING QUALITY SYSTEMS.

• ACCREDITATION TO ISO 9000 STDS IS IMPORTANT IN COMPETATIVE DOMESIC MARKET AND ACCESS TO GLOBAL MARKET.

• OLD SYSTEM HAD 9000, 9001,9002,9003 & 9004• NEW SYSTEM IS CHANGED AS ISO 9001-2008.

ISO 9000

• CERTIFICATION TO ISO 9000 DOEES NOT ENSURE EXELLANT PRODUCT.

• IT ENSURES THATPRODUCT OF A CERTAIN QUALITY WILL STAY AT SAME LEVEL OFD QUALITY.

• DOCUMENTATION OF PROCEDURES AVOIDS MISINTERPRTATION AND MALPRACTICES.

ISO 9000

• CERTIFICATION OF QUALITY SYSTEMS BY A THIRD PARTY THROUGH A MECHANISM OF REGISTRATION.

• ON SUCESSFUL COMPLETION OF AUDIT, THE COMPANY GETS REGISTRATION CERTIFICATE WHICH CERTIFIES THAT QUALITY SYSTEM OF COMPANY ARE IN COMPLIANCE WITH ISO STANDARDS.

• DO WHAT U SAY AND SAY WHAT U DO.

Characteristics of ISO 9000

• Only available internationally accepted standard for quality.

• Standards are independent of products, services and country.

• Can be applied in all types of industries, organizations, manufacturing or service.

• Standards relate to quality system and not to product system.

• ISO 9000 leads to continuous improvement.

QS CERTIFICATION PROCEDURE

• Making an application to certifying authority.• Audit the quality manual by certifying body.• Preliminary visit• Assessment of the firms quality system• Correction action by company to eliminate

non conformalities.• Granting of license.• Maintenance of the license.

MAJOR CERTIFICATION AGENCIES

• BVQI ,BSI, ASA, BIS, IRQS• DNV• STQC • RINA• LRQA

Thank you