The document presents three case studies to illustrate quality management processes: 1) A regular office goer who improved his punctuality by analyzing and modifying his morning routine to match a punctual colleague. 2) An obese businessman who studied a fit person's lifestyle and modified his own unhealthy habits like irregular eating and lack of exercise. 3) A public toilet attendant who received an award for maintaining the cleanest toilet by implementing a process of cleaning every hour or half-hour and ensuring continuous supply of cleaning materials.

1. Three Case Studies
Quality Management
- simplified
Tutorial - Part 1
by
I. H. Shah
26th Oct. 2015. copyright © 2015 I. H. Shah 1

2. Quality Management for Everybody
Hi!!!
I am I. H. Shah,
practicing Consulting Engineer –
since more than forty years.
Presenting with three case studies
demystifying – simplifying
Quality Management –
This is for everybody !!
26th Oct. 2015. 2copyright © 2015 I. H. Shah

3. Quality Management for Everybody
Let us take 3 simple case studies to illustrate,
The process of Quality Management.
• Case Study 01 – A regular office goer.
• Case Study 02 – FAT TO FIT.
• Case Study 03 - Cleanest Toilet Block Award
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4. Case Study 01 – A regular office goer.
• An office goer found himself late everyday.
• This resulted in his poor working and losing promotions.
• He decided to talk to his colleague – who was regular in his
attendance.
• He studied his process of going to office and compared with
his own process.
• Let us compare both the processes.
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5. Late office goer………………
 Gets up at 7 a.m.
No Time for exercise.
No time for planning today’s
work.
 Tea & snacks.
 Read Newspaper.
 Bath – gets ready.
No time to collect lunch.
 Starts for work.
 Reaches work 15 min. late.
Regular office goers…………
 Gets up at 6 a.m.
Morning exercise.
Plan today’s work.
 Tea & snacks.
 Bath – gets ready.
Collects dry lunch.
(Takes newspaper along)
 Reaches office 15 min. early.
Here are both the processes
Move from - Bad process – Good process for good results.
Good processes create good results – Bad processes create bad results.
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6. Case Study 01 – A regular office goer.
Comments:
• You need to identify what you are doing wrong. You will
know this when you Analyse your process.
• This is not enough. You select a Benchmark – in this case
“A Regular Office Goer” – Analyse his process of going to
office. When you compare both the processes – you will
immediately realise the flaws in your process.
• Now you correct your process – & implement as per revised
process. See the result.
• Is the Result o.k.? Congratulations !
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7. Case Study 02 – FAT TO FIT.
• An obese Businessman was fed up with his weight related
problems.
• He decided to study lifestyle of a fit person to find out what
makes him fit.
• Here is the comparative lifestyle.
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8. Fat Obese Businessman
Analysis
• No Fixed Working Hrs.
• Eating Habits - Irregular
• No Exercise
• Heavy Drinking
• Chain Smoking
• Car & T.V. Addict
• Tablet Addict
• High Blood Pressure
• No Time for Family
Fit Model Businessman
Analysis
• Fixed Hours of working
• Regular Food
• Regular Exercise
• No Drinks
• No Smoking
• Prefers to Walk
• No Tablets
• Normal Blood Pressure
• Plenty of Time for family
.
Life Style Analysis
Moving from Bad Process to Good Process to get better.
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9. Look at FAT Person sitting comfortably having Note the Fit person jogging regularly.
a good drink & plenty of rich food.
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10. Life Style Analysis
• You have selected a Role Model - your Benchmark.
• You have analysed your process & the process of fit person.
• You are comparing both the processes.
• Can you change all the activities as per the Model
Businessman?
• No – some activities are difficult to incorporate.
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11. Life Style Analysis
• With this comparison of processes, you will be able to identify
“Problem areas” that need to be corrected.
• Review & revise your process & start implementing.
• Is the Result o.k.? Congratulations !
• Otherwise Review-Revise-Implement till the results are
satisfactory.
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12. Case Study 03 - Cleanest Toilet Block Award
The story
• Outside a Public Toilet Block, an elderly man was dozing on an
easy chair with a newspaper on his side. “Sir, can you tell me who
attends this Toilet Block? I want to know the secret of “Cleanest
Toilet Block Award.”
• The white haired gentleman smiled softly. “I am in-charge of the
Toilet Block.”
• “Congratulations for the award. But how do you do this?
I found you sleeping comfortably on your easy chair.”
• “Yes – This is the secret. I read newspapers – sleep and do the
cleaning.
• I have a timer. Here is my trolley full of cleaning materials – soap,
phenyl – everything I need to attend…….
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13. Cleanest Toilet Block Award
• Every one hour, Timer rings – I get up and clean the Toilet
Block – There is plenty of water. Afterwards I am free – I can
sleep real comfortably. If there is rush hour – I might decide
to clean every half hour. The goal is to keep Toilet Block –
spotlessly clean and it should not stink. No plumbing fixtures
should leak – All fixtures should work.”
• “But when your supply in the Trolley is finished – what do
you do?”
• He smiled again. “I do not have to indent it. There is a
cupboard full of supply. I fill up my trolley.”
• “But then – when the cupboard is empty what do you do?”….
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14. Cleanest Toilet Block Award
• “Here is my mobile phone – I have full access to Suppliers –
Plumbers or any other help I need. I need to phone.
• The Response Time is twenty minutes.” “The Response
Time?” I kept thinking on that.
• In ten minutes, I learnt the Art & Science of keeping public
Toilet Blocks spotlessly clean & no stink.
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15. The Process - Cleanest Public Toilet Block Award
Bad Process
1. Scarce water supply.
2. Cleaning materials not available
regularly.
3. Cleaning time - random.
4. Attended by two or three persons
– Responsibility -uncertain.
5. Plumbing fixtures are not
attended - regularly.
6. Soap for washing hands not
available.
Good Process
1. Plenty of water available at all
times.
2. Continuous supply of cleaning
materials.
3. Cleaning every half hour during
peak period or every one hour as
required.
4. Attended by a retired person one
man – fully responsible.
5. Plumbing fixtures are regularly
attended.
6. Soap for washing hands always
available.
•
Moving from Bad process – Good process.
Result – Spotlessly clean Toilet Block and no STINK.
The Goal – No stink – Spotlessly clean Toilet Block
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16. Look at the senior citizen resting comfortably with all his cleaning equipments
including phone by his side.
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Cleanest Toilet Block Award

17. The Process Approach
We have seen the results of Good Process & Bad Process.
• The Quality Management basic philosophy is that all activities
to be carried out with a Process Approach.
• You need to identify a Bad Process & then correct it with
Good Process to achieve better quality results.1
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18. How the Process Approach
helps improve & manage Quality?
The Process Approach
• You need to define Quality – What are your
expectations?
• Figure out a process to get the desired results.
• Do – Act as per the selected planned process.
• Make sure that you are doing as per the planned process.
• Are you getting the results as expected?
• If not, Review – improve the process till you get the
desired results.
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19. Improvement
• You now know that a good process can bring better results.
• The Quality Management does not stop here.
• You need to analyse, review & find out if you can further
improve the process, & improve the final out come.
• You need to be alert all the time.
• Always check the final results & make sure that you end up
with a better product.
• The improvement is important in Quality Management. It can
be continuous or breakthrough.
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20. Conclusion
• The Quality Management advocates process based approach.
• If your results are not satisfying, analyse & study your present
processes.
• Find out the flaws – compare, with Best Processes &
Practices.
• Change your process for improvement.
• If you change from Bad Process to Good Process, you are sure
to get good results & improve.
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21. Conclusion
• If you move from Bad Process to Good Process - you can be
regular in your office attendance & improve your fitness.
• The Process Approach can also be applied to improve
Education, improve cleanliness in Toilets, save thousands of
lives on roads, improve Quality in manufacturing,
construction and many other areas.
• What you need to do is to analyse your existing processes,
identify a good process & move from bad to good process.
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22. Caution
Once you adopt a good process & start getting better results –
you cannot become complacent.
Be vigilant & make sure that the good processes are followed
day in and day out – consistently. You are sure to get better
results.
This is the heart of ISO 9000 Quality Management System.
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23. Quality Management for Everybody
• This Program is a part of tutorial from our Online Training
Program….
“ISO 9000 Awareness Training”
• For more details visit our Website:
http://www.constructionlearning.com
• Write to us your comments and suggestions to our
Email: ihshah@constructionlearning.com.
26th Oct. 2015. copyright © 2015 I. H. Shah 23