This document discusses quality management in production. It defines quality management as the assembly and management of all activities aimed at producing quality. Total quality management (TQM) involves everyone and all activities in a company to continuously improve quality. TQM benefits include increased productivity and customer satisfaction. Elements of TQM include continual improvement, benchmarking, empowering employees, and making decisions based on facts. Quality assurance aims to prevent defects while quality control detects defects. Common tools for continuous improvement include flowcharts, control charts, check sheets, and Pareto analysis.

1. Quality Management in Production
Role & Reference

2. YOU ARE AT:
Definition
Costs associated with Quality
Dimensions & Development of Quality
TQM: Benefits, Elements & Responsibility
Quality Assurance or Quality Control?
Tools used for continuous improvement
Conclusion

3. “Quality Management is the assembly and
management of all activities aimed at the
production of quality by organizations of various
kinds.”
– ISO
(International Organization for Standardization)

4. Total = Quality involves everyone and all activities in the company.
Quality = Meeting the requirements
Management = Quality can and must be managed.
“A process for managing quality; it must be a continuous way of life; a philosophy of perpetual
improvement in everything
we do.”
Companies who have implemented TQM include Ford Motor Company, Phillips Semiconductor,
SGL Carbon, Motorola and Toyota Motor Company.

5. YOU ARE AT:
Definition
Costs associated with Quality
Dimensions & Development of Quality
TQM: Benefits, Elements & Responsibility
Quality Assurance or Quality Control?
Tools used for continuous improvement
Conclusion

6. COSTS ASSOCIATED WITH QUALITY
Appraisal costs
Prevention costs
Failure costs
Internal failures
External failures
Return on quality (ROQ)
“It costs a lot to produce a bad product.”
- Norman Augustine

7. YOU ARE AT:
Definition
Costs associated with Quality
Dimensions & Development of Quality
TQM: Benefits, Elements & Responsibility
Quality Assurance or Quality Control?
Tools used for continuous improvement
Conclusion

8. DEVELOPING QUALITY SPECIFICATIONS
Input Process Output
Design Design quality
Dimensions of quality
Conformance quality

9. DIMENSIONS OF QUALITY
Dimension
Performance
Aesthetics
Features
Conformance
Reliability
Durability
Perceived quality
Serviceability
Example
- Everything works: fit and finish, ride,
handling,
acceleration
- Exterior and interior design
- Convenience: placement of gauges
High tech: GPS system
Safety: anti-skid, airbags
- Car Matches manufacturer's specifications
- Infrequent need for repairs
- Useful life in miles, resistance to rust
- Top-rated
- Ease of repair

10. YOU ARE AT:
Definition
Costs associated with Quality
Dimensions & Development of Quality
TQM: Benefits, Elements & Responsibility
Quality Assurance or Quality Control?
Tools used for continuous improvement
Conclusion

11. ELEMENTS OF TQM
1. Continual improvement
2. Competitive benchmarking
3. Employee empowerment
4. Team approach
5. Decisions based on facts
6. Knowledge of tools
7. Supplier quality
8. Quality at the source

12. 1. Top management
2. Design Department
3. Procurement Department
4. Production/operations Departm
5. Quality assurance Department
6. Packaging and shipping Depart
7. Marketing and sales Departmen
8. Customer service Departmen
RESPONSIBILITY FOR QUALITY

13. BENEFITS OF TQM
1. Happy satisfied employee
2. Better products/services
3. Increased productivity
4. Reduce cost
5. Increase market share - profitability increase,
growth-perpetuality, increase moral
6. Raise company’s reputation
7. Increase customer satisfaction

14. CONSEQUENCES OF POOR QUALITY
1. Loss of business
2. Liability
3. Productivity
4. Costs

15. YOU ARE AT:
Definition
Costs associated with Quality
Dimensions & Development of Quality
TQM: Benefits, Elements & Responsibility
Quality Assurance or Quality Control?
Tools used for continuous improvement
Conclusion

16. Quality Assurance or Quality Control – which is best?

17. QUALITY MANAGEMENT AT
FORD MOTORS
“Quality is First Job”
In 1999, Ford initiated Six Sigma method
Ford was the most improved automaker and was ranked no. 1
Ford has saved about $1 billion in lean manufacturing(waste elimination)
globally.
As of 2008, the warranty repair rate for Ford by utilizing Six Sigma
decreased by 60%.Screen Shot 2016-03-26 at 5.43.01 pm
“Quality People, Quality Product”

18. YOU ARE AT:
Definition
Costs associated with Quality
Dimensions & Development of Quality
TQM: Benefits, Elements & Responsibility
Quality Assurance or Quality Control?
Tools used for continuous improvement
Conclusion

19. TOOLS USED FOR CONTINUOUS IMPROVEMENT
1. Process flow chart
2. Run diagram
3. Control charts
4. Fishbone
5. Check sheet
6. Histogram
7. Pareto analysis

20. 1. Process Flowchart

21. 2. Run Chart
Performance
Time

22. 3. Control Charts
Performance Metric
Time

23. 4. Cause and Effect diagram (Fishbone)
Environment
Machine Man
Method Material

24. 5. Check Sheet
Item A B C D E F G
-------
-------
-------
√ √ √
√ √
√ √
√
√
√ √
√ √ √
√
√
√
√
√ √

25. 6. Histogram
Frequency

26. 7. Pareto Analysis
A B C D E F
Frequency
Percentage
50%
100%
0%
75%
25%
10
20
30
40
50
60

27. YOU ARE AT:
Definition
Costs associated with Quality
Dimensions & Development of Quality
TQM: Benefits, Elements & Responsibility
Quality Assurance or Quality Control?
Tools used for continuous improvement
Conclusion

28. CONCLUSION
Achieving high quality does not happen by accident.
The production process must be properly managed to achieve quality standards.
Quality management is concerned with controlling activities with the aim of ensuring
that products and services are fit for their purpose and meet the specifications.

29. THANK YOU