TQM CHAPTER 1 INTRODUCTION

1. Price is what you pay.
Value is what you get
Warren Buffett

3. “If you can’t explain it
simply, you don’t
understand it well
enough.”
Albert Einstein

4. Defining “Quality”
CHAPTER 1

5. Why is quality important?
• Quality is critical to satisfying your
customers and retaining their loyalty.
• Quality influences your company’s
reputation.
• Quality increases revenues, decreases
waste
• Minimizing cost and expenses

6. Definition of quality
• the degree of excellence of something.
• In manufacturing, a measure of excellence or a
state being free from defects & deficiencies.
• brought about by strict and consistent commitment
to certain standards that achieve uniformity of
a product in order to satisfy specific customer
or user requirements

7. DIMENSIONS OF QUALITY: PRODUCT QUALITY
core features and characteristics of a product FUNCTIONALITY
consistently performs according to its specifications RELIABILITY
ease of use and learnability of a human-made object. USABILITY
repair or replace faulty or worn-out components without
having to replace still working parts,
MAINTAINABILITY
A level of performance that describes a process that uses the
lowest amount of inputs to create the greatest amount of
outputs.
EFFICIENCY
set of attributes that bear on the ability of software to be
transferred from one environment to another.
PORTABILITY
product characteristic meets preset standards CONFORMANCE
Capable of withstanding wear and tear or decay: DURABILITY
FUNCTIONALITY RELIABILITY
USABILITY PORTABILITY
DURABILITY CONFORMANCE
MAINTAINABILITY EFFICIENCY

8. DIMENSIONS OF QUALITY: SERVICE QUALITY
CONSISTENCY TIMELESSNESS/PROMPTNESS
RESPONSIVENESS ATMOSPHERE
COURTESY/FRIENDLINESS
quick to respond or react appropriately or
sympathetically :
RESPONSIVENESS
showing of politeness in one's attitude and behavior
toward others.
POLITENESS
the degree to which the service is the same each
time
CONSISTENCY
Delivery on schedules as per requirements of the
customer
TIMELESS
The pervading tone or mood of a place, situation, or
work
ATMOSPHERE

9. QUALITY BARRIERS

10. Activity 1: Spot the Difference

11. 1
2
3
4
6
7
5
8
9
10

12. Quality Control vs. Quality Assurance
• Quality Assurance is process oriented and
focuses on defect prevention, while quality
control is product oriented and focuses on
defect identification.

13. Quality Control vs. Quality Assurance
QA QC
Focus on aims to prevent defects with a focus
on the process used to make the
product. It is a proactive quality
process.
aims to identify (and correct) defects in
the finished product. Quality control,
therefore, is a reactive process.
Goal to improve development and test
processes so that defects do not arise
when the product is being developed.
to identify defects after a product is
developed and before it's released.
How Periodic conformance audits of the
operations of the system.
Finding & eliminating sources of quality
problems through tools & equipment so
that customer's requirements are
continually met.
What Prevention of quality problems
through planned and systematic
activities including documentation.
The activities or techniques used to
achieve and maintain the product
quality, process and service.
Responsibility Everyone in the team Specific team
Tool Managerial tool Corrective tool

14. • Quality of Conformance – consistency in
delivering the desired product.
• Quality of Performance – Indicator of the
performance of the end product.
• Quality of Service – all activities that will
enable the customer to procure and use
the product without any hassles.

15. • Quality Planning (QP) – activities
that establish the objectives and
requirements for quality, it usually
involves the 4Ms (man, machine,
materials, methods)

16. Quality Improvement – this process
aims at attaining unprecedented
levels of performance, which are
significantly better than the past
level.

17. • Quality Management – all activities of the
over-all management function that
determine the quality policy, objectives
and responsibilities and implement them
by means such as quality planning,
quality control, quality assurance, and
quality improvement within the quality
system.

18. Just in time (JIT) – this means that
at no stage of manufacturing
nobody or nothing waits for
anything. It focuses on right
scheduling to keep inventory as
low as possible.

19. Activity:
Make an origami masu box. Injecting the
concept of “quality” in you product.

20. ASSESSMENT
• Write your summary on the whole context of
“QUALITY”
• Differentiate “service quality from product
quality”
• Differentiate “quality control from quality
assurance”