1. Customer Satisfaction
QUALITY
Fitness for Use
(J.M. Juran)
Conformance to Customer Requirements
(P.B. Crosby)
Meeting Customer Expectations
(A.V. Feigenbaum)
Customer Satisfaction
(K. Ishikawa)

2. HOW TO SATISFY YOUR CUSTOMER
(LOWER COST) C
(QUALITY PRODUCT) - Q
(ON TIME DELIVERY) ---D

3. QUALITY CHAIN
Q, C, D OUTPUT
ESSENTIAL
Q, C, D PROCESS
Q,C, D INPUT

4. Quality Emphasis Between Old & New

5. Quality Emphasis Between Old & New

6. Before beginning the quality As a result of the quality
COST OF QUALITY
Total Cost of Quality
Failure
Inspection
Prevention
Before beginning the quality
improvement process
As a result of the quality

7. FOUR LEVEL OF QUALITY MANAGEMENT EVOLUTION{
Total Quality
Management
Aim for continuous improvement
Involve suppliers and customers
Involve all operations
Performance measurement
Teamwork
Employee involvement {
Third-party approvals
Systems audits
Advanced quality planning
Comprehensive quality manuals
Use of quality costs
Involvement of non-production operations
Failure mode and effects analysis
Statistical process control
TQM
Quality
Assurance QA {
TQM
Develop quality manual
Process performance data
Self-Inspection
Product testing
Basic quality planning
Use of basic statistics
Paperwork control QC QA
Quality
Control I QC I
Inspection {
Salvage
Sorting, grading
Corrective actions
Identify sources of non-conformance
Inspection

8. QUALITY INSPECTION Re-work Factory Materials Csutomers Scrap
The Quality Pliceman

9. The Quality Pliceman and Deputies
QUALITY CONTROL
The Quality Pliceman and Deputies
Process
One
Factory
Re-work
Two
Three
Scrap

10. INSPECTION AND PROCESS CONTROL - A COMPARISON -
inspection : process control :
good or bad variability
accepted/rejected normal/abnormal
process measure results measure
fire fighting preventive
a routine work standardize and improve

11. QUALITY ASSURANCE SYSTEMS
(BASED ON ISO 9000 SERIES)
THE OPERATING PROCESS
Contract Review
SALES & MARKETING
Design Control
DESIGN
Process Control
Inspection & Testing
Purchaser Supplied
Product
Inspection & test status
Control Of Non-
Comforming Products
SHOPFLOOR
Handling, Storage,
Packaging & Delivery
Servicing
AFTER SALES
QUALITY SYSTEM CONTROL
Management Responsibility
Quality System
Document Control
Corrective Action
Internal Quality Audit
SUPPORT ACTIVITIES
Purchasing
Inspection, Measuring,
& Test Equipment
4.18. Training
Product Identification &
Traceability
Quality Records
Statistical Techniques
QUALITY RESOURCES
QUALITY DATA
Clause are not required in BS 5750 part 2 and 3
Clause are not required in BS 5750 part 3
DISTRIBUTION

12. TOTAL QUALITY MANAGEMENT
THE MANAGEMENT SYSTEM WHICH:
Put quality as business strategy
Involve every function and each member of organization in improving quality
Fully oriented toward Customer and Employee satisfaction

13. TOTAL
Not only quality of product/service, but include also Cost, Delivery, Work safety, Environment
Not only Production/ Operation section but whole company department
Not only the quality expert, but whole organization member, Top management, Middle manager , Supervisor as well as Operator

14. ESTABLISH, MAINTAIN, AND IMPROVE STANDARDS
MANAGEMENT

15. TQM TRIANGLE
TQM
System
Technique
Attitude

16. Quality Control Circle
Overview of TQM
Standardization
&
Quality Assurance
Policy
Management
Cross-
Functional
Daily
Suggestion
System
Quality Control Circle
5 S