This document contains information from Trinity Institute of Professional Studies about quality management techniques. It discusses total quality management, dimensions of quality, quality control systems, quality control techniques like control charts and Pareto analysis. It also summarizes Deming's 14 points for quality management, Juran's quality trilogy approach, and Crosby's absolutes of quality. Finally, it discusses total productive maintenance.

1. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
Affiliated to Institution of G.G.S.IP.U, Delhi
BBA (V SEMESTER)
PRODUCTION & OPERATIONS MANAGEMENT
(17305)
Associate Professor
Dr. Shaily Saxena

2. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
TOTAL QUALITY MANAGEMENT
According to ISO 9000, Quality is the "Degree to
which a set of inherent characteristics fulfills
requirements." The standard defines requirement
as need or expectation.

3. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
DIMENSIONS OF QUALITY
Dimension of
Quality
Quality of Design
Conformation of
Design
Utilization
Conditions
After Sale
services

4. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
QUALITY CONTROL SYSTEM
QC is exercised through:
Design: equipments, processes,
manufacturing, methods &
technologies
Process: establishing procedures,
data collection, making
evaluations

5. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
Quality Control TECHNIQUES
These are specific activities and procedures adopted using
data for determining a particular aspect of quality.
Quality at
the source
QC tools
Acceptance
sampling

6. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
QUALITY CONTROL TOOLS
Cause and Effect Diagram- represents a relation between
some effect and all the possible causes influencing it.

7. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
CHECK SHEET
It is a simple form which keeps a record of frequency
of occurrence of defects. It helps to implement a
corrective procedure where frequencies are more.

8. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
CONTROL CHARTS: Used to verify whether a process is
under control i.e within the range of permitted deviations
SCATTER DIAGRAM: Used to test possible cause
& effect relationships, making clear whether or a
co-relation exists and strengthen it 2)

9. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
Pareto Analysis:
Classifies problem areas according to the degree of
importance and attending to the most important.
Histogram: graphical representations used to
record huge volumes of data about a process and
problem areas

10. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
TQM is a collection of principles, techniques,
processes, and best practices that over time have
been proven effective.

11. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
DEMING WHEEL

12. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
DEMING’S 14 POINT APPROACH TO TQM
1. Aim at creating consistency of purpose for improving services
and products.
2. Aim at adopting the new philosophy for making the accepted
levels of defects, delays, or mistakes unwanted.
3. Aim to stop reliance on mass inspection as it neither
improves nor guarantees quality. Remember that teamwork
between the firm and its suppliers is the way for the process
of improvement.
4. Try to stop awarding business with respect to the price.
5. Aim to discover problems. Management must work
continually to improve the system.
6. Aim to take advantage of modern methods used for training.
In developing a training program.
7. Aim to institute modern supervision approaches.
8. Aim to eradicate fear so that everyone involved may work to
his or her full capacity

13. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
DEMING’S 14 POINT APPROACH TO TQM
9. Aim to tear down department barriers so that everyone can
work as a team member.
10.Try to eliminate items such as goals, posters, and slogans
that call for new productivity levels without the improvement
of methods.
11.Aim to make your organization free of work standards
prescribing numeric quotas.
12.Aim to eliminate factors that inhibit employee workmanship
pride.
13.Aim to establish an effective education and training program.
14.Establish ways to develop a program that will push the above
13 points every day for never-ending improvements.

14. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
JURAN’S QUALITY TRIOLOGY
Is an approach to cross-functional management that
is composed of three managerial processes:
Quality planning – Is the activity of establishing
quality goals and developing products and
processes to meet those goals.
Quality control – sees the people in the
enterprise working with the process as provided
and doing what they can to prevent things
getting worst.
Quality improvement – Is where managers
begin to organize to attack the chronic waste.

15. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
CROSBY’S ABSOLUTES OF QUALITY
He proposed four absolute of quality:
Definition – Quality is conformance to
requirements; and not goodness.
System – prevention, not appraisal
Performance standard – zero defects; and not
“that’s close enough”
Measurement – price of non-conformance to
requirements (cost of quality); and not quality
indices

16. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
TOTAL PRODUCTIVE MAINTENANCE
 It is a maintenance process developed for productivity
 It is a critical adjunct to lean manufacturing.
 It is a proactive approach that essentially aims to prevent any kind
of slack before occurrence.
 Its motto is "zero error, zero work-related accident, and zero loss“.