1. BASIC CONCEPTS OF QUALITY QUALITY QUALITY CONTROL QUALITY ASSURANCE QUALITY MANAGEMNT TOTAL QUALITY MANAGEMENT ISO SYSTEM

2. QUALITY i s the totality of features and characteristics of a product that bears on it’s ability to satisfy the stated or implied needs -- ASQC

3. What is Quality? User-based: “In the eyes of the beholder” Manufacturing-based: “Right the first time” Product-based: Precise measurement

4. Dimensions of Quality Performance Aesthetics Special features: convenience, high tech Safety Reliability Durability Perceived Quality Service after sale

5. Importance of Quality Lower costs (less labor, rework, scrap) Motivated employees Market Share Reputation International competitiveness Revenues generation increased (ultimate goal)

6. QUALITY CONTROL is the operational techniques and activities that are used to fulfill the requirements for quality

7. QUALITY ASSURANCE is all systematic and planned actions which are necessary to provide adequate confidence that a product or service will satisfy the given requirement for quality.

8. QUALITY MANAGEMENT i s a systematic set of operating procedures which is company wide, documented, implemented and maintained while ensuring the growth of business in a consistent manner i s a systematic set of operating procedures which is company wide, documented, implemented and maintained while ensuring the growth of business in a consistent manner

9. TOTAL QUALITY MANAGEMENT THE LATEST APPROACH IT IS THE PROCESS OF INDIVIDUAL & ORG. DEVELOPMENT THE PURPOSE OF WHICH IS TO INCREASE THE LEVEL OF SATISFACTION OF ALL THE STAKEHOLDERS

10. QM Vs QA The Prime Focus of Quality ManagementQuality Assurance Achieving results that satisfy the requirements for quality. Demonstrating that the requirements for quality have been (and can be) achieved. Motivated by stakeholders internal to the organization, especially the organization’s management Motivated by stakeholders, especially customers, external to the organization Goal is to satisfy all stakeholdersGoal is to satisfy all customers. Effective, efficient, and continually improving, overall quality-related performance is the intended result. Confidence in the organization’s products is the intended result Scope covers all activities that affect the total quality-related business results of the organization Scope of demonstration coves activities that directly affect quality- related process and product results

11. HISTORICAL BACKGROUND ► THE OLDEST TERM QUALITY ► QUALITY CONTROL ► QUALITY ASSURANCE (1970s) ► QUALITY MANAGEMENT

12. HISTORICAL BACKGROUND ► TOTAL QUALITY MANAGEMENT ► CURRENTLY ENTERPRISES ARE RUSHING TO ► SIX SIGMA ► DEMING AWARD ► MALCOLM BALDRIDGE NATIONAL QUALITY AWARD (MBNQA)

13. HIERARCHIAL STRUCTURE TOTAL QUALITY MANAGEMENT QUALITY MANAGEMENT QUALITY ASSURANCE

14. HIERARCHIAL STRUCTURE QUALITY ASSUR. (GMP+Original prod. design & development) GOOD MFG. PRACTICE QUALITY CONTROL

15. ISO SYSTEM A SET OF QUALITY STANDARDS GOVERNING THE DOCUMENTATION REQUIREMENT OF A SYSTEM ISO 9001-2000 ISO 14000 ISO 17025 SA 8000

16. TQM Vs ISO SYSTEM (1) ISO 9000TQM NOT NECESSARILY CUSTOMER FOCUSED DEFINITELY CUSTOMER FOCUSED TECHNICAL SYSTEM & PROCEDURES FOCUSED PHILOSPHY, CONCEPTS, TOOLS &TECHNIQUES FOCUSED EMPLOYEE INVOLVEMENT NOT NECESSARY EMPLOYEE INVOLVEMENT NECESSARY

17. TQM Vs ISO SYSTEM (2) ISO 9000TQM LESS OR NO FOCUS ON CQI CQI &TQM ARE SYNONYM CAN BE DEPATMENTALLY FOCUSED ORGANIZATION WIDE QUALITY DEPARTMENT RESPONSIBLE FOR QUALITY EVERYONE RESPONSIBLE FOR QUALITY

18. TQM Vs ISO SYSTEM (3) ISO 9000 TQM PRESERVES THE STATUS QUO IMPROVES PROCESS & CULTURAL CHANGE

19. RELATIONSHIP B/W TQM & ISO SUPPLIERS CUSTOMERS