The document outlines various quality process and procedures for a company. It discusses topics such as costs of quality, quality control, data analysis tools, quality management tools, total quality management principles and ISO certification. Specifically, it provides information on cost of quality reports and quality checklists, root cause analysis and other data analysis techniques, quality process tools like Pareto charts and fishbone diagrams, elements of quality management like customer focus and involvement of people, and general TQM principles and different ISO standards.

1. Quality
Process And
Procedures
Your Company Name
1

2. Content
Cost Of Quality
▪ Costs Of Quality
▪ Quality Cost Report
Quality Control
▪ Control Chart
▪ Quality Maintenance Checklist
Data Analysis
▪ Root Cause Analysis
▪ Opportunity Analysis
▪ Timeline Analysis
▪ Force Field Analysis
▪ SIPOC Analysis
▪ Five Why Analysis
▪ FMEA Analysis
▪ Musts & Wants
Tools Of Quality Management
▪ Pareto Chart
▪ Flow Diagram
▪ Fishbone Diagram
Introduction
▪ TQM Pyramid
▪ TQM Model
▪ Elements Of Quality Management
▪ Determinants Of Product/ Service Quality
▪ Importance Of Good Quality
▪ Consequences Of Poor Quality
Principles & Certification
▪ General Principles Of TQM
▪ ISO Certification
2

3. Introduction
TQM Pyramid
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Determinants Of
Good Quality
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TQM Model
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Importance Of
Good Quality
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Elements Of Quality
Management
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Consequences Of
Poor Quality
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3

4. TQM Pyramid
TQM
Customer
Driven
Culture
Values empowerment
Continuous Improvement
Leadership
Ownership Management
Support Mission planning
vision
Involvement
Rewards and Recognition Training,
Teams, Awareness Empowerment,
Partnership Process Quality
Measurement Information SPC,
Cost of Quality, Documentation,
Reporting, Testing, Tools,
Prevention
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This Pyramid Shows The
Key Steps An
Organization Has To
Follow To Achieve The
Optimal Quality Levels.
You Can Alter These
Steps As Per Your
Requirements.
4

5. TQM Model5
This Pyramid Shows The
Key Steps An
Organization Has To
Follow To Achieve The
Optimal Quality Levels.
You Can Alter These
Steps As Per Your
Requirements.
TQM
Continuous
Improvement
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Process Improvement
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Total Involvement
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Customer Focus
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Process Management
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Planning Process

6. Customer
Focus In
TQM
Option 1
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Option 2
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Option 3
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Option 4
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Option 5
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Option 6
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7. Planning Process In TQM7
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2015 2016 2017 2018

8. Process Management In TQM
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2014
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2015
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2017
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2016
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2018
8

9. 9
Quality
Improvement Team
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Total
Participation
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Customer
Focus
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Systematic Problem
Solving Focus
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Statistical
Quality Control
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Business Process Improvement

10. Involvement Of People
This principle recognizes that an
organization is nothing without
its staff.
That their abilities should be
used to full effect for business
success.
10

11. Continuous
Improvement
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Competitive
Benchmarking
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Employee
Empowerment
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Team
Approach
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TQM Elements
11

12. Increased Costs
Damaged Brand
Lost Customers
Lower Profits
Lost Revenue
Lost Productivity
Consequences Of Poor Quality12
Quality Gap: High Cost Of Failure
Poor Quality = Increased Business Risk

13. Determinants Of Product Quality
Product Quality
Performance Characteristics of the Product
Reliability Performance Consistency
Durability Resistance and Long Life of the Product
Evaluation Evaluation of Quality & Reputation
Safety Injury Risk
Aesthetics Design, Touch, Taste, Fitting, Finishing
Special Features Some Additional Features
13

14. Determinants Of Service Quality14
Determinants Qualities Required
Reliability Consistency of performance and dependability
Responsiveness Willingness or readiness of employee
Competence Required skills and knowledge
Access Approachability and ease of contact
Courtesy Politeness,respect,consideration,friendliness
Communication Keeping customer informed
Credibility Trustworthiness,believability,honesty
Security Freedom from danger, risk or doubt
Understanding/knowing
customer
Understand the customer’s needs
Tangibles Physical evidence of the service

15. Importance Of Good Quality
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Improved Quality Increased Profit
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Product
Liability
Higher
Productivity
Company
Reputation
Higher
Price
15

16. Principles & Certification
TQM Principles
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ISO Certification
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17. TQM Principles
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Process Approach
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Strategic Approach
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Involvement of People
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Continual Improvement
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Leadership
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Decision Making
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Customer Focus
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Supplier Relationship
Principles
17

18. ISO Certificate18
ISO
Certification
ISO-9001
▪ Helps Organization to produce Desired Outcome
▪ Ensures Ongoing Controls
▪ Enhance Customer Satisfaction by meeting Customer
requirement
ISO: 14001
▪ Helps Organization to reduce waste handling cost
▪ Enhance branding of Organization
▪ Increases profitability by saving energy
ISO-27001
▪ Manages and minimizes risk exposure
▪ Helps you to comply with other regulations
▪ Provide you with a competitive advantage
ISO-22301
▪ Flexibility during disruptions
▪ Competitive advantage
▪ Cost savings
▪ Maintain optimum client delivery level
ISO-29990
▪ Competitive advantage
▪ Helps in establishing company quality model
▪ Increases market presence
▪ Global marketability
We have listed down the
major certifications wrt to
the quality standards
which an organization can
attain. You can choose
the relevant one and grey
out the rest.

19. Tools Of Quality Management19
Pareto Chart
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Fishbone Diagram
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Flow Chart
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20. Pareto Chart
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20
0%
2%
4%
6%
8%
10%
12%
0
1
2
3
4
5
6
7
8
9
10
0 1 2 3 5 4 5
NumberOfDefects
Obesrvation
This is one of the most common
tool used in ensuring quality
standard in the products. Pareto
chart would help in indicating
the percentage of defects
occurred over a period of few
observations. This would be
help in estimating whether over
a time period the defects are
reducing or not

21. Flow Chart21
Yes
No
Define Collection
Elements
Define
Specification
Start
Specification
Required
Create Collection
Plans
Create Quality
Results
Report And
Analyze Results
Perform
Transaction
Stop
Yes
No
Flow chart is another tool
used in maintain quality
standards. This helps in
creating a flow for the
activities to be followed. We
have given an example, you
can edit these data points as
per your requirements.
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22. Fishbone Diagram-Cause/Effective Relationship22
Cause 1
Cause 2
Cause 3
Cause 4 Cause 6
Cause 5
Cause 7
Cause 8
Cause 9 Cause 11
Cause 10 Cause 12
Description 1 Description 2 Description 3
Description 4 Description 5 Description 6
Problem Quality
/ Feature
Below is the fishbone
diagram establishing a
cause effect relationship
indicating the effect various
causes might have on the
product/ service quality. You
can list down the causes and
there effect in the below
diagram as per your
requirements

23. This slide is 100% editable. Adapt it to your needs and capture
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Root Cause Analysis
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Opportunity Analysis
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Timeline Analysis
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Force Field Analysis
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SIPOC Analysis
FMEA This slide is 100% editable. Adapt it to your needs and capture
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FMEAAnalysis
Data &
Analysis
23

24. Root Cause Analysis (1/2)
Material
CauseCause
Measurement Machine
Cause
Cause
Management
Cause
Man
Cause
Method
Effect
24
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25. Root Cause Analysis (2/2)25
What
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How
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Who
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When
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Status
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30%
Weight
Cause 2
40%
Weight
Cause 3
50%
Weight
Cause 4
20%
Weight
Cause 5
20%
Weight
Cause 1
List down the various causes
of problem and their
weightage in the table below.
Also mention in detail the
causes and their present
status.

26. Opportunity Analysis
Goals
Importance Ability To Complete
Low Medium High Low Medium High
Description
Description
Description
Description
Description
Description
26

27. Force Field Analysis
5th WHY?
1st WHY?
2nd WHY?
3rd WHY?
4th WHY?
Problem / Defect
Answer What Caused The
Specific Situation
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Answer Why The Problem
Wasn’t Detected
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Answer What
System Failed
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27

28. Force Field Analysis
Problem Needs
To Be Solved
01
Example
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02
Example
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03
Example
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06
Example
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05
Example
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04
Example
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Restricting ForceDriving Force
28

29. SIPOC Analysis
Process Project Name
Date
Prepared by
Notes
Suppliers Inputs Process Outputs Customers
Provider I/P
Description
I/P
Requirements See High
Level
Process
Steps
Below
O/P Description O/P Requirements
End
Boundary
Step 1 Step 2 Step 3 Step 4 Step 5
Start
Boundary
29

30. Failure Mode Effect Analysis (FMEA)
Failure Modes Effects Analysis(FMEA)
Calculation of Risk Preference Number (RPN)
Failure
Mode
Severity
(1-lowest,10-highest)
Probability of
occurrence
(1-lowest,10-highest)
Probability of
detection (1-
lowest,10-highest)
RPN
A 5 7 4 140
B 6 3 5 90
C 4 5 2 40
Since A has highest priority as it has highest RPN value
FMEA
30

31. Musts & Wants
Must have Want to have
Must covers all those key inputs which are
essential for an effective solution
Wants covers those non essential inputs which
you want to include
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31

32. Timeline Analysis
JAN FEB MAR APR MAY JUNE
125 204 238 338 423 520
93.5% 95% 98% 98% 91% 91%
Process Change Yield
Units
32
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33. Cost Of Quality33
Cost of
Quality
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Quality Cost
Report
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Quality Cost Report
Comparison
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34. Cost Of Quality34
Cost of Conformance Cost of Non-Conformance
Prevention Cost
The cost of any action taken
to investigate ,prevent or
reduce the risk of a non
conformity
Appraisal Cost
The cost associated with measuring
,checking or evaluating products or
services to assure conformance to
quality requirements
Internal Failure Cost
The cost incurred when
products and services do
not conform to
specification
External Failure Cost
The cost incurred when
products and services do not
conform to specification
Below slide indicates the
four broad categories of
quality cost which have an
impact on the company
performance.

35. Quality Cost Report
Types of Cost Quality Cost Percentage of sales
Prevention Cost
Type 1 35,000
10%
Type 2 10,000 45,000
Appraisal Cost
Type 1 20,000
2.7%
Type 2 30,000 50,000
Internal Failure Cost
Type 1 50,000
5%
Type 2 12,000 62,000
External Failure Cost
Type 1 25,000
7%
Type 2 30,000 55,000
35
On the basis of various
costs, a quality cost report is
prepared which comprises
of the amount each cost has
on the overall product.

36. Quality Cost Report (Comparison)
Year 1 Year 2
Amount Percent Amount Percent
Prevention Cost 00.00 00.00 00.00 00.00
Appraisal Cost 00.00 00.00 00.00 00.00
Internal Failure Cost 00.00 00.00 00.00 00.00
External Failure Cost 00.00 00.00 00.00 00.00
Total Quality Cost 00.00 00.00 00.00 00.00
Total Sales 20,000 25% 10,000 15%
36

37. QualityControl
Control Chart
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Quality Maintenance Check sheet
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Quality Maintenance Check List
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38. Quality Control Chart
0
1
2
3
4
5
6
7
8
9
10
DefectRate
Months
Anatomy of Control Chart
CL
Lower control limit
Process Improvement
LCL
UCL Upper control limit
Center line
Unstable trend
38
Process change
We have created a control
chart which specifies the
defect rate along with their
control limits. This would
help in controlling the
defects in the product and
ensure good quality.

39. Quality Control Check Sheet
Name of data recorder
Location
Data collection date
Defect
type/event
Occurrence
Dates
Total
Sunday Monday Tuesday Wednesday Thursday Friday Saturday
Description 1 9 8 3 20
Description 2 1 4 5
Description 3 10 10
Description 4 3 6 9
Description 5 4 8
Description 6 6 1 7
Description 7 3 3 6
Description 8 2 2 4
Description 9 5 5
Total 0 13 6 20 11 4 0 74
39
This is a table highlighting
the defects found and their
count. This would help in
estimating the numbers of
defects occurring on a daily
basis so that corrective
actions can be implemented
instantly.

40. 40
Quality Management Dashboard
Scope
This section reference any standard and guideline that will be used
on the project ,and addresses how compliance with these standards
and guidelines will be determined and to which project deliverable
they will apply. The project deliverables are then evaluated against
these criteria before they are formally approved
Purpose and Overview
Provide an overview of the process you plan
to plan to employ to manage quality,
describing the items below at a high level
Include a problem definition or statement and
any relevant background information
Describe who will be involved in the
quality management process. What
roles and teams will be required? If so
how often
Roles and Responsibilities
Review and Audit Plan
This section specifies the schedule,
resources and methods to be used
in conducting project review and
audits
Metrics and Tools
This section describe the product and
project and process metrics that will be
captured and mentioned for project and
any tools that will be used to do so
Corrective Plan
Provide a high level description of planned procedure used
to prevent ,track or resolve problems or issues identified in
project processes detected in QA reviews of this project or
previous similar projects. Use an error report form

41. 41
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20Min
Coffee
Break!

42. 42
Graphs &
Charts

43. 43
Product 01
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Product 02
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Line Chart
5
20
10 9
35
15
30 30
56
0
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30
40
50
60
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
Inmillions
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44. 44
0
10
20
30
40
50
60
70
0 10 20 30 40 50
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Bubble
Chart
Product 01
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Product 02
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Product 03
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Product 04
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45. 45
0
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60
70
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90
100
FY 12FY 11FY 10FY 09FY 08FY 07FY 06FY 05FY 04FY 03FY 02FY 01
100%
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select “Edit Data”.
InPercentage
Product 01
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Product 02
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Area Chart

46. Stock Chart
0
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160
FY '14 FY '15 FY '16 FY '17 FY '18
Volume
Open
Low
High
Close
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46
Product 01

47. 47
0
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40
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60
70
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90
100
FY '16 FY '17 FY '18
SalesinPercentage(%)
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Bar
Chart
Product 01
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Product 02
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Product 03
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Product 04
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48. 48
0
10
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30
40
50
60
70
80
Radar
Chart
Product 01
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Product 02
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Product 03
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49. Donut Pie Chart49
40%
30%
20%
10%
Product 02
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Product 01
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Product 04
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Product 03
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50. Scatter Chart50
5
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10 9
35
15
30 30
56
$0.00
$10.00
$20.00
$30.00
$40.00
$50.00
$60.00
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
X-Values
Y-Values
Product 01
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51. 51
Product 01
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Product 02
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Column
Chart
15
10 9
6
3
20
15
11
7
5
0
10
20
30
40
50
2013 2014 2015 2016 2017
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52. 52
Additional
Slides

53. Vision & Mission53
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Vision
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Mission
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Goal

54. ▪ This slide is 100% editable. Adapt it to your needs
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About Us
54

55. This slide is 100% editable.
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Harry Bails
Director
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Peter Smith
CEO
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Angela Smith
Marketing Head
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Kelly Olson
Web Designer
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Marry Peter
Manager
Our Team55

56. Our Main Goal56
Awareness
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Quality
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Success
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57. Comparison
40%
60%
Male
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Female
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57

58. Financial58
Minimum
$35
Medium
$55
Maximum
$85
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59. Dashboard
30,000 50,000 70,000
59
Low
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Medium
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High
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60. Quotes60
The important word there is inspire. The
key different between manager and leader
is that managers tell people
what to do, while leaders
inspire them to do it. Inspiration
comes from three things. Clarity of one’s
vision, courage of their conviction
and the ability to effectively
communicate both of those things.
….Jeff WeinerCEO LinkedIn

61. Timeline61
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2014 This slide is 100%
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2015
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2016 This slide is 100%
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2017
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2018

62. Location62
North America
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50%
South America
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35%
Africa
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70%
Asia
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40%
Australia
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20%

63. Puzzle
02
0304
01
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63

64. Our Target64
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0201 0504

65. Venn
1
345
2 This slide is 100% editable.
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65

66. Mind Map
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66

67. Silhouettes
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25% 65%
67

68. Circular
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69. Hierarchy
Text Here Text Here
Text Here
Text Here
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69

70. 70
Idea Bulb
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71. Magnifying Glass
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71

72. 72
Thank You
Address
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Contact Numbers:
0123456789
Email Address:
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