Total quality Management Basics

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Degree to which a set of inherent

characteristics fulfils

requirements. The term

QUALITY can be used withadjectives such as good, poor orexcellent.

Quality

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Overall intention and direction ofan organisation related to

quality as formally expressed

by top management.

Quality Policy

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Part of quality management

focused on setting qualityobjectives and specifying

necessary operational

processes and relatedresources to fulfil the quality

objectives.

Quality Planning

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Customers perception of thedegree to which the customers

requirements have been

fulfilled.

Customer Satisfaction

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Extent to which planned

activities are realized and

planned results achieved.

Effectiveness

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Relationship between theresult achieved and resources

used.

Efficiency

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Set of interrelated orinteracting activities which

transforms inputs into

outputs.

Process

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Non-fulfilment of arequirement.

Nonconformity

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Non-fulfilment of requirementrelated to an intended or

specified use.

Defect

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Action to eliminate the cause

of a potential nonconformity

or other undesirable potential

situation.

PreventiveAction

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Action to eliminate the cause ofa detected nonconformity or

other undesirable situation.

CorrectiveAction

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Action to eliminate adetected nonconformity.

Correction

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Action on an nonconforming

product to make it conform

to the requirements.

Rework

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Alteration of the grade of anonconforming product in order

to make it conform to

requirements differing from theinitial ones.

Regrade

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Action on a nonconformingproduct to make it

acceptable for the intended

use.

Repair

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Permission to depart from theoriginally specified

requirements of a product

prior to realization.

DeviationPermit

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Permission to proceed to thenext stage of a process.

Release

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Document specifying which

procedures and associatedresources shall be applied by

whom and when to a specific

project product process orcontract.

QualityPlan

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Data supporting the existenceor verity of something.

ObjectiveEvidence

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Confirmation, through the

provision of objective

evidence that specified

requirements have been

fulfilled.

Verification

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Confirmation, through the

provision of objective evidence,

that the requirements for a

specific intended use or

application have been fulfilled.

Validation

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Systematic, independent anddocumented process for

obtaining audit evidence and

evaluating its objectivity todetermine the extent to which

audit criteria are fulfilled.

Audit

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Records, statements or fact orother information which are

relevant to the audit criteria and

verifiable.

AuditEvidence

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QualityManagementPrinciples

Customer Focus

Leadership Involvement Of People

Process Approach

System Approach To Management

Continual Improvement

Factual Approach In Decision Making

Mutually Beneficial Supplier Relationship

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Customer Focus

Organisations depend on their

customers and therefore shouldunderstand current and future

customer needs, should meet

customer requirements and

strive to exceed customer

expectations

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Leaders establish unity of purpose

and direction of the organisation.They should create and maintain the

internal environment in which people

can become fully involved inachieving the organisations

objectives.

Leadership

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People at all the levels are theessence of an organisation and

their full involvement enables

their abilities to be used for theorganisations benefit

InvolvementOfPeople

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A desired result is achieved more

efficiently when activities and

related resources are managed

as a process

ProcessApproach

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Identifying, understanding and

managing interrelated processesas a system contributes to the

organisations effectiveness and

efficiency in achieving itsobjectives.

SystemApproachToManagement

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Continual improvement of the

organisations overall performance

should be permanent objective of the

organisation.

ContinualImprovement

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Effective decisions are basedon the analysis of data and

information.

FactualApproachInDecisionMaking

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