1. Quality
Prepared By: Ali Siddiqi

2. What is Quality?
Quality is never an accident, it is always a result of intelligent effort. (John Ruskin, 19th century painter and art critic)
The totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs. (American Society for Quality)
Quality is free; it is non-quality that is expensive. (Phil Crosby)
Prepared By: Ali Siddiqi

3. Quality Through Different Aspects
User Based
Quality “lies in the eyes of the beholder”
Marketing and customer based
Better performance
Nicer features
Manufacturing Based
Meeting standards
Making it right the first time
Prepared By: Ali Siddiqi

4. Quality Through Different Aspects
Product Based
Quality is measurable
Quality is determined by precise variables
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5. Implications of Quality
Company Reputation
Product Liability
Global Implications
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6. Cost of Quality (COQ) Cost of Quality: The cost of doing things wrong
Preventive Costs
Associated with preventing defects
Appraisal Costs
Associated with evaluation costs
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7. Cost of Quality (COQ) Internal Costs External Costs
Associated with defects and problems before delivery
External Costs
Costs that occur after delivery
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8. Total Quality Management
TQM is a corporate business management philosophy which recognizes that customer needs and business goals are inseparable.
Prepared By: Ali Siddiqi

9. Total Quality Management
TQM is a management philosophy for continuously improving overall business performance based on leadership, supplier quality management, vision and plan statement, evaluation, process control and improvement, product design, quality system improvement, employee participation, recognition and reward, education and training, and customer focus.
Prepared By: Ali Siddiqi

10. Deming’s 14 Points Create consistency of purpose
Lead to promote change
Build quality into the product; stop depending on inspection
Build long-term relationships based on performance, not price
Continuously improve product, quality, and service
Start training
Emphasize leadership
Prepared By: Ali Siddiqi

11. Deming’s 14 Points Drive out fear
Break down barriers between departments
Stop haranguing workers
Support, help, improve
Remove barriers to pride in work
Institute a vigorous program of education and self-improvement
Put everybody in the company to work on the transformation
Prepared By: Ali Siddiqi

12. Google Video
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13. Continuous Improvement
Setting the bar and then raising it
Zero Defects
Employee recognition is corner stone
PDCA/ Kaizen
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14. Video: TQM In Toyota
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15. Employee Empowerment 85% of Problems are with materials and equipment
Involvement by those who are dealing hands on with the system
Delegating responsibility
Involving shop-floor vs. Top Down
Forming of teams
Quality Circles
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16. Benchmarking
Process of evaluation via choosing the best practice in a particular activity
Provides a snapshot of your business and gives a relative standing
Benchmarking outside your industry
Internal benchmarking
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17. Steps in Benchmarking Determine what to benchmark
Form a benchmark team
Identify benchmarking partners
Collect and analyze benchmarking information
Take action to match or exceed the benchmark
Prepared By: Ali Siddiqi

18. Just In Time Cutting cost of quality Improves quality
Inventory hides bad quality
Less scrap, rework, damage costs
Improves quality
Cuts lead time
Errors are seen early
Quality problems can be found both within firm and vendors
Less inventory ordering
Prepared By: Ali Siddiqi

19. Deming’s Seven Deadly Diseases
Lack of constancy of purpose.
Emphasis on short-term profits.
Evaluation by performance, merit rating, or annual review of performance.
Mobility of management.
Prepared By: Ali Siddiqi

20. Deming’s Seven Deadly Diseases
Running a company on visible figures alone.
Excessive medical costs.
Excessive costs of warranty, fueled by lawyers who work for contingency fees.
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21. Tools of TQM Check Sheets Scatter Diagrams Used for recording data
Help in showing patterns
Scatter Diagrams
Show relationships between two measurements
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22. Tools of TQM Cause and Effect Diagrams
Ishikawa Diagram or Fish-Bone Chart
Used to discover possible locations of quality problems
4 Ms:
Material
Machinery
Manpower
Methods
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23. Tools of TQM Flowcharts Statistical Process Control (SPC)
Graphically explain the process
Statistical Process Control (SPC)
Process used to monitor standards, make measurements and take actions to correct problems as the product is being produced
Uses control charts
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24. Tools of TQM Pareto Charts Histograms 80/20 Rule
Shows the range of values of a measurement and the frequency of its occurrence
Show frequency and variations
Prepared By: Ali Siddiqi

25. References Textbook: Chapter 6
Video: Available on site (
Prepared By: Ali Siddiqi