This document discusses key concepts related to quality including quality, quality control, quality assurance, quality management, total quality management, and ISO systems. It defines quality as the totality of features and characteristics that satisfy stated or implied needs. Quality control is the techniques used to fulfill quality requirements, while quality assurance refers to all planned actions to provide adequate confidence that a product or service will meet requirements for quality. Quality management is a systematic and company-wide approach to ensuring consistent business growth. Total quality management is the latest approach and focuses on individual and organizational development to increase stakeholder satisfaction. ISO systems set quality standards for documentation requirements.

1. Basic Concepts of Quality

2. BASIC CONCEPTS OF QUALITY:
QUALITY
QUALITY CONTROL
QUALITY ASSURANCE
QUALITY MANAGEMNT
TOTAL QUALITY MANAGEMENT
ISO SYSTEM

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

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

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

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

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

8. QUALITY ASSURANCE:
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.

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

10. 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

13. Quality Timeline
1800’s
Standardization and
Quality Control
1904-1915
Zero Quality
Control; quality
trilogy; TQM
fishbone diagram
1920-30
Statistical
analysis
1950-80
Management by
quality
Quality control
1990’s
Value chain
Continuous
improvement
1999-Now
Lean Quality
Improvements

16. ISO SYSTEM:
A SET OF QUALITY STANDARDS
GOVERNING THE DOCUMENTATION
REQUIREMENT OF A SYSTEM
• ISO 9001:2008
• ISO 14000:2004
• ISO 17025
• SA 8000

17. ANY QUESTIONS?