This document provides an overview of quality concepts including definitions of quality, dimensions of quality, total quality management, quality costs, and quality circles. It defines quality as meeting customer expectations and fitness for use. Quality dimensions include performance, reliability, durability, serviceability, aesthetics, features, and conformance to standards. Total quality management focuses on continual improvement through customer satisfaction. Quality costs are categorized as prevention, appraisal, internal failure, and external failure costs. Quality circles involve voluntary employee groups that work to identify and solve quality problems. Basic quality circle steps and roles are outlined along with seven common quality tools.
In a welcome move, the Pharmacy Council of India has recently re-structured the syllabus of the
Bachelor of Pharmacy course. In the effort to make the content more relevant to the practice of
pharmacy in its current form, we now find new, important subjects introduced, and Pharmaceutical
Quality Assurance is one of them.
In a welcome move, the Pharmacy Council of India has recently re-structured the syllabus of the
Bachelor of Pharmacy course. In the effort to make the content more relevant to the practice of
pharmacy in its current form, we now find new, important subjects introduced, and Pharmaceutical
Quality Assurance is one of them.
CHAPTER-1
INTRODUCTION
Business ethics –Definition, nature, Characteristics - Ethical theories, Causes of unethical behaviour; Ethical abuses - Work ethics- Code of conduct - Public good INTRODUCTION
Some years ago, one sociologist asked business people, "What does an ethic mean to you?" Among their replies were the following: "Ethics has to do with what my feelings tell me is right or wrong." "Ethics has to do with my religious beliefs." "Being ethical is doing what the law requires." "Ethics consists of the standards of behaviour our society accepts." "I don't know what the word means."
DEFINITION
The term "ethics" is derived from the Greek word "ethos" which refers to character or customs or accepted behaviour’s. The Oxford Dictionary states ethics as "the moral principle that governs a person's behaviour or how an activity is conducted". The synonyms of ethics as per Collins Thesaurus are - moral code, morality, moral philosophy, moral values, principles, rules of conduct, standards.
Ethics is a set of principles or standards of human conduct that govern the behaviour of individuals or organizations. Using these ethical standards, a person or a group of persons or an organization regulate their behaviour to distinguish between what is right and what is wrong as perceived by others
BUSINESS ETHICS
Business ethics is a form of applied ethics or professional ethics that examines ethical principles and moral or ethical problems that can arise in a business environment. It is also known as Corporate ethics. It applies to all aspects of business conduct and is relevant to the conduct of individuals and entire organizations.
SOURCES
The various sources from where ethical values have been evolved. The main sources are
◦ Religion
◦ Society
◦ Legal System
◦ Genetic inheritance
◦ Marketplace
◦ Nature
◦ Culture
CHARACTERISTICS OF BUSINESS ETHICS
1. Business ethics are based on social values, as the generally accepted norms of good or bad and ‘right’ and ‘wrong’ practices.
2. It is based on the social customs, traditions, standards, and attributes.
3. Business ethics may determine the ways and means for better and optimum business performance.
4. Business ethics provide basic guidelines and parameters towards most appropriate perfections in business scenario.
5. Business ethics is concerned basically the study of human behaviour and conducts.
6. Business ethics is a philosophy to determine the standards and norms to make mutual interactions and behaviour between individual and group in organisation.
7. Business ethics offers to establish the norms and directional approaches for making an appropriate code of conducts in business.
8. Business ethics are based on the concepts, thoughts and standards as contributed as well as generated by Indian ethos.
9. Business ethics may be an ‘Art’ as well as ‘Science’ also.
10. Business ethics basically inspire the values, standards and norms of professionalism in business for the well-being of customers.
11. Business
TQM.ppt unit 1 notes for references 2017 regulationPoornachanranKV
GE8077 TOTAL QUALITY MANAGEMENT LPTC
3003
OBJECTIVES:
• To facilitate the understanding of Quality Management principles and process.
UNIT I INTRODUCTION 9
Introduction - Need for quality - Evolution of quality - Definitions of quality - Dimensions of product and service quality - Basic concepts of TQM - TQM Framework - Contributions of Deming, Juran and Crosby - Barriers to TQM - Customer focus - Customer orientation, Customer satisfaction, Customer complaints, Customer retention.
UNITII TQM PRINCIPLES 9
Leadership - Quality Statements, Strategic quality planning, Quality Councils - Employee involvement - Motivation, Empowerment, Team and Teamwork, Recognition and Reward, Performance appraisal - Continuous process improvement - PDCA cycle, 5S, Kaizen - Supplier partnership - Partnering, Supplier selection, Supplier Rating.
UNITIII TQM TOOLS AND TECHNIQUES I 9
The seven traditional tools of quality - New management tools - Six sigma: Concepts, Methodology, applications to manufacturing, service sector including IT - Bench marking - Reason to bench mark, Bench marking process - FMEA - Stages, Types.
UNITIV TQM TOOLS AND TECHNIQUES II 9
Quality Circles - Cost of Quality - Quality Function Deployment (QFD) - Taguchi quality loss function - TPM - Concepts, improvement needs - Performance measures.
UNITV QUALITY MANAGEMENT SYSTEM 9
Introduction—Benefits of ISO Registration—ISO 9000 Series of Standards—Sector-Specific Standards—AS 9100, TS16949 and TL 9000-- ISO 9001 Requirements—Implementation— Documentation—Internal Audits—Registration--ENVIRONMENTAL MANAGEMENT SYSTEM: Introduction—ISO 14000 Series Standards—Concepts of ISO 14001—Requirements of ISO 14001— Benefits of EMS.
TOTAL: 45 PERIODS
OUTCOMES:
• The student would be able to apply the tools and techniques of quality management to manufacturing and services processes.
TEXT BOOK:
1. Dale H.Besterfiled, Carol B.Michna,Glen H. Besterfield,Mary B.Sacre,Hemant Urdhwareshe and Rashmi Urdhwareshe, “Total Quality Management”, Pearson Education Asia, Revised Third Edition, Indian Reprint, Sixth Impression, 2013.
REFERENCES:
1. James R. Evans and William M. Lindsay, "The Management and Control of Quality", 8th Edition, First Indian Edition, Cengage Learning, 2012.
2. Janakiraman. B and Gopal .R.K., "Total Quality Management - Text and Cases", Prentice Hall (India) Pvt. Ltd., 2006.
GE8077 TOTAL QUALITY MANAGEMENT LPTC
3003
OBJECTIVES:
• To facilitate the understanding of Quality Management principles and process.
UNIT I INTRODUCTION 9
Introduction - Need for quality - Evolution of quality - Definitions of quality - Dimensions of product and service quality - Basic concepts of TQM - TQM Framework - Contributions of Deming, Juran and Crosby - Barriers to TQM - Customer focus - Customer orientation, Customer satisfaction, Customer complaints, Customer retention.
UNITII TQM PRINCIPLES 9
Leadership - Quality Statements, Strategic quality planning, Quality Councils - Employee involvement - Motivation,
CHAPTER-1
INTRODUCTION
Business ethics –Definition, nature, Characteristics - Ethical theories, Causes of unethical behaviour; Ethical abuses - Work ethics- Code of conduct - Public good INTRODUCTION
Some years ago, one sociologist asked business people, "What does an ethic mean to you?" Among their replies were the following: "Ethics has to do with what my feelings tell me is right or wrong." "Ethics has to do with my religious beliefs." "Being ethical is doing what the law requires." "Ethics consists of the standards of behaviour our society accepts." "I don't know what the word means."
DEFINITION
The term "ethics" is derived from the Greek word "ethos" which refers to character or customs or accepted behaviour’s. The Oxford Dictionary states ethics as "the moral principle that governs a person's behaviour or how an activity is conducted". The synonyms of ethics as per Collins Thesaurus are - moral code, morality, moral philosophy, moral values, principles, rules of conduct, standards.
Ethics is a set of principles or standards of human conduct that govern the behaviour of individuals or organizations. Using these ethical standards, a person or a group of persons or an organization regulate their behaviour to distinguish between what is right and what is wrong as perceived by others
BUSINESS ETHICS
Business ethics is a form of applied ethics or professional ethics that examines ethical principles and moral or ethical problems that can arise in a business environment. It is also known as Corporate ethics. It applies to all aspects of business conduct and is relevant to the conduct of individuals and entire organizations.
SOURCES
The various sources from where ethical values have been evolved. The main sources are
◦ Religion
◦ Society
◦ Legal System
◦ Genetic inheritance
◦ Marketplace
◦ Nature
◦ Culture
CHARACTERISTICS OF BUSINESS ETHICS
1. Business ethics are based on social values, as the generally accepted norms of good or bad and ‘right’ and ‘wrong’ practices.
2. It is based on the social customs, traditions, standards, and attributes.
3. Business ethics may determine the ways and means for better and optimum business performance.
4. Business ethics provide basic guidelines and parameters towards most appropriate perfections in business scenario.
5. Business ethics is concerned basically the study of human behaviour and conducts.
6. Business ethics is a philosophy to determine the standards and norms to make mutual interactions and behaviour between individual and group in organisation.
7. Business ethics offers to establish the norms and directional approaches for making an appropriate code of conducts in business.
8. Business ethics are based on the concepts, thoughts and standards as contributed as well as generated by Indian ethos.
9. Business ethics may be an ‘Art’ as well as ‘Science’ also.
10. Business ethics basically inspire the values, standards and norms of professionalism in business for the well-being of customers.
11. Business
TQM.ppt unit 1 notes for references 2017 regulationPoornachanranKV
GE8077 TOTAL QUALITY MANAGEMENT LPTC
3003
OBJECTIVES:
• To facilitate the understanding of Quality Management principles and process.
UNIT I INTRODUCTION 9
Introduction - Need for quality - Evolution of quality - Definitions of quality - Dimensions of product and service quality - Basic concepts of TQM - TQM Framework - Contributions of Deming, Juran and Crosby - Barriers to TQM - Customer focus - Customer orientation, Customer satisfaction, Customer complaints, Customer retention.
UNITII TQM PRINCIPLES 9
Leadership - Quality Statements, Strategic quality planning, Quality Councils - Employee involvement - Motivation, Empowerment, Team and Teamwork, Recognition and Reward, Performance appraisal - Continuous process improvement - PDCA cycle, 5S, Kaizen - Supplier partnership - Partnering, Supplier selection, Supplier Rating.
UNITIII TQM TOOLS AND TECHNIQUES I 9
The seven traditional tools of quality - New management tools - Six sigma: Concepts, Methodology, applications to manufacturing, service sector including IT - Bench marking - Reason to bench mark, Bench marking process - FMEA - Stages, Types.
UNITIV TQM TOOLS AND TECHNIQUES II 9
Quality Circles - Cost of Quality - Quality Function Deployment (QFD) - Taguchi quality loss function - TPM - Concepts, improvement needs - Performance measures.
UNITV QUALITY MANAGEMENT SYSTEM 9
Introduction—Benefits of ISO Registration—ISO 9000 Series of Standards—Sector-Specific Standards—AS 9100, TS16949 and TL 9000-- ISO 9001 Requirements—Implementation— Documentation—Internal Audits—Registration--ENVIRONMENTAL MANAGEMENT SYSTEM: Introduction—ISO 14000 Series Standards—Concepts of ISO 14001—Requirements of ISO 14001— Benefits of EMS.
TOTAL: 45 PERIODS
OUTCOMES:
• The student would be able to apply the tools and techniques of quality management to manufacturing and services processes.
TEXT BOOK:
1. Dale H.Besterfiled, Carol B.Michna,Glen H. Besterfield,Mary B.Sacre,Hemant Urdhwareshe and Rashmi Urdhwareshe, “Total Quality Management”, Pearson Education Asia, Revised Third Edition, Indian Reprint, Sixth Impression, 2013.
REFERENCES:
1. James R. Evans and William M. Lindsay, "The Management and Control of Quality", 8th Edition, First Indian Edition, Cengage Learning, 2012.
2. Janakiraman. B and Gopal .R.K., "Total Quality Management - Text and Cases", Prentice Hall (India) Pvt. Ltd., 2006.
GE8077 TOTAL QUALITY MANAGEMENT LPTC
3003
OBJECTIVES:
• To facilitate the understanding of Quality Management principles and process.
UNIT I INTRODUCTION 9
Introduction - Need for quality - Evolution of quality - Definitions of quality - Dimensions of product and service quality - Basic concepts of TQM - TQM Framework - Contributions of Deming, Juran and Crosby - Barriers to TQM - Customer focus - Customer orientation, Customer satisfaction, Customer complaints, Customer retention.
UNITII TQM PRINCIPLES 9
Leadership - Quality Statements, Strategic quality planning, Quality Councils - Employee involvement - Motivation,
4. QUALITY
q Quality is a dynamic state associated with the products,
people, processes and environments that meets or exceeding
the expectations of the customers.
It is a ratio of performance to expectations of the customer
Quality (Q)= Performance (P)/ Expectations (E)
If
Q = 1, customer is satisfied.
Q ˂1, customer is not satisfied
Q ˃1, customer is delighted
5. • Conformance to specifications (British Defense Industries
Quality Assurance Panel)
• Conformance to requirements (Philip Crosby)
• Fitness for purpose or use (Juran)
6. • A predictable degree of uniformity and
dependability, at low cost and suited to the
market (Edward Deming)
• Synonymous with customer needs and
expectations (R J Mortiboys)
• Meeting the (stated) requirements of the
customer- now and in the future (Mike
Robinson)
7. According to ASQ
Quality is totality of features and characteristics
of a product or services that bear on its ability
to satisfy a given need.
11. Quality
• A measure of excellence or a state of being
free from defects, deficiencies and significant
variations.
• ISO 8402-1986 standard defines quality as
"the totality of features and characteristics of
a product or service that bears its ability to
s a t i s f y s t a t e d o r i m p l i e d n e e d s .“
12. What is Quality?
• There are so many definitions for Quality.
• Quality is…..
– Based on judgments by an individual or
organization
– Fitness for purpose
– Corresponds to a rating
– Based on acceptable performance
– Meeting goals
– Meeting requirements
13.
14. Quality in different areas of society
Area Examples
Airlines
Health Care
Food Services
Postal Services
Academia
Consumer Products
Insurance
Automotive
Communications
15. Quality: Different Areas
Area Examples
Airlines On-time, comfortable, low-cost service, safety
Health Care
Correct diagnosis, minimum wait time, lower
cost, security
Food Services Good food, fast delivery, good environment
Postal Services fast delivery, correct delivery, cost containment
Academia
Proper preparation for future, on-time
knowledge delivery
Consumer Products Properly made, defect-free, cost effective
Insurance Payoff on time, reasonable cost
Automotive Defect-free, comfort, highly reliable
Communications Clearer, faster, cheaper service
17. MODERN SAFETY CONCEPT IN
AUTOMOBILE
Anti-lock Braking System (ABS) Airbag system
Cornering light system
LED screen mirror
18. BRIEF HISTORY OF QUALITY
METHODOLOGY
It has taken place in four stages:
1) Quality Inspection (QI)
2) Quality Control (QC)
3) Quality Assurance (QA)
4) Total Quality Management (TQM)
5) Six Sigma
19. BRIEF HISTORY OF QUALITY
METHODOLOGY
Quality Inspection (QI):
First stage started in 1910 s when Ford motor company’s popular
car made the ‘T’ model rolled off the product line
Ø Quality inspection is one of the main checkpoints that manufacturers rely
on to ensure quality control measures are being met. From pre-production
inspections to end-of-line inspections, quality engineers have several
opportunities to spot defects and address problems before they impact the
customer
Ø
20. BRIEF HISTORY OF QUALITY
METHODOLOGY
Quality Control (QC): 1924
Ø With further industrial development came the second stage of
Quality development, when the quality was controlled by
supervised skill, written, specification, measurement and
standardization
1) Quality manual
2) Performance data
3) Self inspection
4) Product testing
5) Quality plan
6) Use of statistics
21. Quality Control:
ASQ defines quality control as “part of quality management focused
on fulfilling quality requirements” or “the operational techniques and
activities used to fulfill requirements for quality.”
22.
23. BRIEF HISTORY OF QUALITY
METHODOLOGY
Quality Assurance (QA): 1950
Quality assurance (QA) is a way of preventing mistakes or defects
in manufactured products and avoiding problems when delivering
solutions or services to customers; which ISO 9000 defines as
"part of quality management focused on providing confidence
that quality requirements will be fulfilled". This defect
prevention in quality assurance differs subtly from defect
detection and rejection in quality control, and has been referred
to as a shift left as it focuses on quality earlier in the process.
The terms "quality assurance" and "quality control" are often
used interchangeably to refer to ways of ensuring the quality of a
service or product
25. Dimensions of Quality
Performance
§ Will the product/service do the intended job?
§ Basic function
Reliability MTBF
§ How often does the product/service fail?
26. Durability
§ How long does the product/service last?
Serviceability
§ How easy to repair the product to solve the
problems in service?
31. Perceived Quality:
§ What is the reputation of the company or its
products/services?
Conformance to Standards:
§ I s t he pro duc t /s e r v i c e ma de exa c t l y a s t h e
designer/standard intended?
33. Total Quality Management
• The focus of the process is to improve the quality of
an organizations outputs, including goods and
services, through continual improvement of internal
practices.
34. • Total quality management is a management
approach of an organization centered on quality,
based on the participation of all its members and
aiming at long term success through customer
satisfaction and benefits to all members of the
organization and the society.
38. QUALITY COSTS
Costs of quality or quality costs does not mean
the use of expensive or very highly quality
materials to manufacture a product.
The term refers to the costs that are incurred to
prevent, detect and remove defects from
products. Quality costs are categorized into four
main types. Theses are:
39. 9/5/2023 39
Cost of Quality
• Broken down into two classifications and
four categories
– Conformance – confirming standards
• Prevention costs
• Appraisal costs
– Non conformance – Non conforming standards
• Internal failure costs
• External failure costs
43. P r e v e n t i o n c o s t :
It is much better to prevent defects rather than finding and
r e m o v i n g t h e m f r o m p r o d u c t s .
The costs incurred to avoid or minimize the number of defects
a t f i r s t p l a c e a r e k n o w n a s p r e v e n t i o n c o s t s .
Some examples of prevention costs are improvement of
manufacturing processes, workers training, quality engineering,
s t a t i s t i c a l p r o c e s s c o n t r o l e t c .
44.
45.
46. Appraisal costs:
appraisal costs also known as inspection costs are
those cost that are incurred to identify defective
products before they are shipped to customers.
All costs associated with the activities that are
performed during manufacturing processes to ensure
required quality standards are also included in this
category.
47. Example:
v Test and inspection of incoming materials
v Final product testing and inspection
v Supplies used in testing and inspection
48.
49.
50. Internal failure costs :
internal failure costs are those costs that are incurred
to remove defects from the products before shipping
them to customers.
Examples of internal failure cost:
q Net cost of scrap
q Net cost of spoilage
q Rework labour and overhead
q Re-inspection of reworked products
51.
52.
53. External failure costs: costs associated with defects
found after the customer receives the product or
service
External failure costs include warranties,
replacements, lost sales because of bad reputation,
payment for damages arising from the use of
defective products etc.
The shipment of defective products can dissatisfy
customers, damage goodwill and reduce sales and
profits.
54.
55.
56.
57.
58. 58
Quality Circle
• QC is a form of participative management
• QC is Problem solving technique
59. 59
Quality Circle
• Voluntary groups of employees who work
on similar tasks or share an area of
r e s p o n s i b i l i t y
• They agree to meet on a regular basis to
discuss & solve problems related to work.
• They operate on the principle that
employee participation in decision-making
and problem-solving improves the quality
of work
60. 60
Scope of QC
• QCs are applicable, where there is scope
for group based solutions of work related
problems
• Scope of QCs is not limited to Industry or
manufacturing firms only but are relevant
for any other organizations, schools,
hospitals, Universities, Banks, Research
Institutes, Govt. Office, Homes etc..
• Not limited to the narrow definition of
Quality Check but is concerned with Total
Customer Satisfaction
61. 61
Objectives
a) Change in Attitude: From "I don’t care" to "I do care"
Continuous improvement in quality of work life through
humanization of work.
b) Self Development: Bring out ‘Hidden Potential’ of people (People
get to learn additional skills)
c) Development of Team Spirit: Eliminate inter departmental
c o n f l i c t s .
d) Improved Organizational Culture: Positive working environment.
Total involvement of people at all levels.
62. 62
Quality Circle: Basic steps
• Problem Identification
• Data collection & analysis
• Generate Alternative Solution
• Select the Best solution
• Prepare Plan of Action
• Present Solution to Management
• Implement & Monitor
64. 64
What is the best solution?
• Which does not involve cost or has the least cost
implications
• Which can be executed without dependency on other
unit or agency
• Which can be executed in the shortest possible duration
• Which can make use of some waste product or existing
data
• Which can fit in the existing rules & policies of the
organization
66. 66
Role of QC Facilitators
• Co-ordinate the work of multiple QC’s through leaders.
• Serve as a resource to QCs.
• Arrange for expertise from other groups/agencies.
• Keep QCs on track and enthusiastic.
• Arrange for training of QC members.
• Provide feed back to the Management and also QCs.
• Maintain budgets and keep cost records.
• Help QCs to make presentation before the management
67. 67
Quality Circle Leader
• Keep the meeting focused, positive and ensure participation by all
members.
• Help in collecting data related to problems.
• Transmit QC suggestions to facilitator.
• Present solutions/suggestions to management.
• Maintain relevant records of meetings.
• Ensure implementation of solutions by the group.
• Keeping the circles informed about status of previously submitted
suggestions.
• Guiding members in group process, use of tools, techniques for
generating ideas/ solutions
68. 68
QC Member
• Focus at all times on organizational problems/ objectives related to
the work.
• Do not press for inclusion of personal problems.
• Demonstrate mutual respect- no criticism.
• Offer views, opinions and ideas freely and voluntarily in problem
solving.
• Attend meeting regularly
• Contribute to finding solutions to problems & implementing
solutions.
• Attend training with a receptive attitude to acquire skills to
contribute to the problem solving activities of the QC
69. 69
Quality Circle: Execution
• Expose middle level executives to the concept and ask them to identify
area under their purview where they think the climate is conducive to
start QC.
• Explain the concept to the employees in such identified areas and invite
them to volunteer as members of QC.
• Nominate Senior officers as facilitator for each area.
• Form a steering committee for directing, establishing the objectives,
policies, activities and composition of QCs. It may consist of a Chief
Executive as the chairman and the Departmental Heads as members
along with facilitators from each area
• Recognize results & spread
70. 70
QC meetings
• QC meeting are fixed preferably for one hour but every week.
• In first meeting, Problem identification session is held
• Leader asks every member to state one problem at a time and goes on
sequentially
• Recorder writes it and reads to confirm, if the problem statement is recorded
correctly
• Each member has to state unique problem faced in the work area
• Second & third rounds are held in the similar manner
• May be 20 or more unique problems are recorded
71. Seven basic tools of QC
• There are seven basic tools of QC
– Flow chart
– Brainstorming
– Fishbone diagram
– Check sheet
– Pie chart
– Histogram
– Scatter diagram, etc
71