introduction to quality

1. Upendra Wagh

2. • Conformance to requirements – Phil Crosby
• Fitness for use – Juran
• Good quality means a predictable degree of uniformity and
dependability with a quality standard suited to the customer –
Edwards Deming
• Quality denotes an excellence in goods and services, especially to
the degree they conform to requirements and satisfy customers –
ASQ
• The totality of features and characteristics of a product or service
that bear on its ability to satisfy stated or implied needs – ISO

3. • Medieval Europe. Craftsmen organized into Unions called guilds in
the late 13th Century.
• Industrial revolution in early 1800. Emphasis on inspection
• Early 20th Century – quality process included in quality practices
• World War II – quality became a critical component of war effort.
Bullets made in one State and rifles in another. MIL standards
• After World War II – quality revolution in Japan, aided by Joseph
M.Juran and W. Edwards Deming. Focus on improving all
organizational processes
• By 1970 – TQM by US. Statistics + approaches for the entire
organization

4. • 1987, 1994, 2001, 2008, 2015 – ISO 9001
• 2000 – CMMI – SE/SW Version 1 published
• 2002 – CMMI – SE/SW/IPPD/A Version 1.1 published
• 2006 – CMMI version 1.2 published
• 2010 – CMMI Version 1.3 published

5. • Domain specific standards – Autospice, ISO13485, HACCP
• Service Management
• ITIL, CMMi for Services, ISO 20000
• Agile
• Information Security and Business Continuity
• ISO 27001
• ISO 22301
• IT Governance
• CoBIT
• Organization specific frameworks

6. Quality Control
– What: The activities or techniques used to achieve and
maintain the product quality, process and service.
– How: Finding & eliminating causes of quality problems through
tools & equipment so that customer’s requirements are
continually met
Quality Assurance
– What: Prevention of quality problems through planned and
systematic activities including documentation
– How: Establish a good quality management system and the
assessment of its adequacy & conformance audit of the
operation system & the review of the system itself

7. • QC - A part of quality management focused on fulfilling quality
requirements - ISO9000
• QA - A part of quality management focused on providing confidence
that quality requirements will be fulfilled - ISO9000
• QC - The operational techniques and activities used to fulfill
requirements for quality
• QA - All the planned and systematic activities implemented within
the quality system that can be demonstrated to provide confidence
that a product or service will fulfill requirements for quality

8. QC QA
Product Process
Reactive Pro-active
Line function Staff function
Find the defects Prevent the defects
Walk through Quality audit
Testing Defining the process
Checkpoint reviews Trainings

9. A Quality Management System is a collection of policies, procedures,
plans, resources, processes, practices, and the specification of
responsibilities and authority of an organization designed to achieve
product and service quality levels, customer satisfaction and company
objectives
• Quality Policy – describes the organization’s approach to quality
• Quality Manual – Overview of the organizational process set-up and
how various requirements of the “implemented” Standard(s) are
addressed

10. • Quality Policy – describes the organization’s approach to quality
• Quality Objectives
• Goals related to quality – must be in sync with the Quality
Policy
• Assigned to organizational functions
• Tracked by Top Management
• Quality Manual – Overview of the organizational process set-up
and how various requirements of the “implemented” Standard(s)
are addressed. Mostly integrates various standards.
• Organizational Chart - Illustrates management’s responsibility
for operating the quality system

11. • Quality procedures – Step by step description of what the
Company does to meet the policy OR
• Processes for procedures that affect quality
• Generally have the ETVX format – Entry, Tasks, Verification and
Exit
• Forms. Records etc.
• Proof of activities
• Documentation for auditors
• Ensure consistency of the firms operations
• Verify conformance to standards

12. • Drive efficiency in your business operations. Improved bottom-line.
• Open up new business opportunities and sales.
• Opens up export market. Internationally recognized
• Helps compete with bigger organizations
• Add credibility and confidence for your customers
• Helps discover best practices
• Enables a common language across an industry sector
• Improved customer satisfaction
• Improved employee satisfaction