The document outlines key concepts of quality management, including objectives, dimensions, and control processes essential for meeting customer expectations. It discusses various quality models, characteristics, and the steps involved in quality planning and improvement. Additionally, it differentiates between quality control and quality assurance, emphasizing the importance of maintaining standards and continuously enhancing processes.

1. 1

2. CONTENTS
 Quality
 Objectives of Quality
 Gap model of Quality
 Quality Dimensions
 Quality Oriented Process
 Quality Planning
 Quality Control
 Quality Improvements
 6 Steps of Quality Planning
and Control
 Basic Terminologies

3.  Meeting Specification
 No errors or mistake
 Good performance
 Value for money
QUALITY
 Good Quality reduces
 Cost
 Complaints
 Waste
 Good quality increase
 Revenue
 Satisfaction
 Customers

4.  Customers expectations are based on
the way they perceive it. For example,
one person regard car as a status
symbol or luxury, where another
consider as means of transport for a
family
 Consistent conformance to customer expectations
 Customers quality expectation
are bases on
 Past experience
 Individual Knowledge
QUALITY
 Conformance to specification means producing a
product or providing a service to its design
specification i.e. variables and attributes

5. QUALITY
Quality is a fit between customer expectation and
customer perception

6. QUALITY
High Quality puts costs down and revenue up

7.  Five Approaches:
 Transcendent approach: quality as synonymous with
innate excellence
 Manufacturing approach: quality is making or
providing error free products or service
 User approach: quality is providing products or
services that are fit for their purpose
 Product approach: quality is the measurable set of
characteristics
 Value approach: quality defines in terms of ‘ value’
QUALITY

8. Being RIGHT
Being FAST
Being ON TIME
Being ABLE TO CHANGE
Being PRODUCTIVE
Quality
Speed
Dependability
Flexibility
Cost
PERFORMANCE OBJECTIVE FOR
QUALITY

9. GAP MODEL OF QUALITY

10.  Performance: Basic operating characteristics
 Features: Extra items added to basic features
 Reliability: Probability product will operate over time
 Conformance: Meeting pre-established standards
 Durability: Life span before replacement
 Serviceability: Ease of getting repairs, speed &
competence of repairs
 Aesthetics: Look, feel, sound, smell or taste
 Safety: Freedom from injury or harm
 Other perceptions: Subjective perceptions based on
brand name, advertising, etc
QUALITY DIMENSION - PRODUCT

11.  Time & Timeliness: Customer waiting time, completed
on time
 Completeness: Customer gets all they asked for
 Courtesy: Treatment by employees
 Consistency: Same level of service for all customers
 Accessibility & Convenience: Ease of obtaining
service
 Accuracy: Performed right every time
 Responsiveness: Reactions to unusual situations
QUALITY DIMENSION - SERVICES

12. QUALITY ORIENTED PROCESS
 Quality planning
 Quality control
 Quality improvement
 Quality Planning: Role is to design a process that
will be able to meet established goals under operating
conditions
 Quality Control: Role is to operate and when
necessary correct the process so that it performs with
optimal effectiveness
 Quality Improvement: Role is to devise ways to
take the process to unprecedented levels of performance

13.  Includes:
 Identifying customers, both internal and external
 Determining their needs
 Specifying the product features that satisfy those
needs at minimum cost.
 Designing the processes that can reliably produce
those features.
 Proving that the process can achieve its goals under
operating conditions
QUALITY PLANNING
 Role is to design a process that will be able to meet
established goals under operating conditions
 It can be anything -- an engineering process for designing
new products, a production process for making goods, or
a service process for responding to customer requests

14.  Process of Quality Control involves
 Choosing control subjects
 Choosing units of measurement
 Establishing a measurement procedure
 Measuring
 Interpreting differences between measurement and
goal.
 Taking action to correct significant differences
QUALITY CONTROL
 Role is to operate and when necessary correct the
process so that it performs with optimal effectiveness

15.  The steps in Quality Improvement
 Prove the need for improvement
 Identify specific projects for improvement
 Organize to guide the projects
 Organize for diagnosis -- discovery of causes
 Diagnose the causes
 Provide remedies
 Prove that the remedies are effective under
operating conditions
 Provide for control to maintain the gains
 Objective is to reduce chronic waste to a much lower level
QUALITY IMPROVEMENT

16. 1- Define quality characteristics of product or service
2- Decide how to measure each quality characteristic
3- Set quality standard for each quality characteristic
4- Control against these standard
5- Find the correct causes of poor quality
6- Continue to make improvement
STEPS OF QUALITY PLANNING
AND CONTROL

17.  Functionality: How to well the product or service does
the job for which it was intended
 Appearance: Aesthetic appeal, look, feel, sound and
smell of the product or service
 Reliability: Consistency of performance of the product
or service over time
 Durability : Total useful life of the product or service
 Recovery: The ease with which problems with the
product or service can be rectified or resolved
 Contact : The nature of the person-to-person contacts
that take place
1- QUALITY CHARACTERISTICS OF
PRODUCT OR SERVICES

18.  Two types of measure:
 Variables: something that can be measured by
variable scale such as length, diameter, weight time
 Attributes: measure by judgments, such as right
wrong, ok or not ok
2- DECIDE HOW TO MEASURE EACH
CHARACTERISTICS
 Separate & split characteristic taken e.g. appearance
characteristics of car into color, finishing and scratches

19.  When quality characteristics are measured, a quality
standard is needed to check the performance e.g. ISO 9001
applicable a range of organisations from manufacturing to
service industries which design, develop and maintain
products.
3- SET QUALITY STANDARDS
 Documentation Standard
 Product Standard
 Process Based Standards

20.  Depends on three decisions:
 Where in the operation should they check, that is
conforming to the standards e.g. at start of process,
during the process and after the process
 Should they check every single product and service
or a sample. Checking every single product is ideal
but not advice able e.g. Doctor cannot check all the
blood of patient or customer cannot check in to all
the restaurants etc
 How should the checks be performed. Depends on
type of product and customer
4- QUALITY STANDARDS CONTROL
 After setting up appropriate standards, operation will check
the products or services to conform to those standards

21. 5- FINDING CORRECT CAUSE OF
POOR QUALITY
 Implement the total quality management tools and
techniques to find out correct poor quality
 Quality Planning
 Quality Control
 Quality Management

22. 6- QUALITY IMPROVEMENT STEPS
 Management Commitments
 Quality improvement teams
 Quality measurement
 Cost of quality evaluation
 Quality awareness
 Corrective action
 Zero defects program
 Supervisors trainings
 Zero defects day
 Goal settings
 Error cause removal
 Reorganization
 Do it all over again

23. BASIC TERMINOLOGIES
Difference b/w quality control and
quality assurance
 Quality control and quality assurance are the part of
quality management focused on fulfilling quality
requirements and providing confidence that quality
requirements are fulfilled respectively
Inspection
 Process of measuring, examining and testing to gauge
one or more characteristics of a product or service and
the comparison of these with the specified requirements
to determine conformity

24. BASIC TERMINOLOGIES
Fit
 Degree of tightness and looseness between two mating
parts
Tolerance
 Deviation from a specified dimension or acceptable limit
or limits of variation
 Limits are type of tolerance that specifies lower and upper
deviations
 Dimensions, properties, conditions have variations
without significantly affecting function of systems or
machines
 Variation beyond tolerance is noncompliant, rejected or
exceeding tolerance

25. BASIC TERMINOLOGIES
Allowance
 Planned deviation between an actual dimension and a
nominal or theoretical dimension, or between an
intermediate stage dimension and an intended final
dimension
 Outer dimensions such as length of bar may be cut
intentionally oversize or inner dimensions such as
diameter of a hole may be cut intentionally undersize to
allow for a predictable dimensional change following
future cutting, grinding or heat treatment operations
 Hole may be drilled undersize to allow for material that
will be removed by subsequent reaming