1. Total Quality System

2. Quality
• The quality refers to the ability of product or
service to consistently meet or exceed customer
requirement or expectations.
Q = Quest for excellence
U = Understanding customer needs
A = Action to achieve customer satisfaction
L = Leadership –determination to be a leader
I = Involvement of people
T = Team spirit to work for common goals
Y= Yardstick to measure progress

3. Quality…
• Quality may be defined as the sum total of
features of a product which influence its ability to
satisfy a given demand.
Q = P/E
Where
Q = Quality
P = Performance
E = Expectations
Q Must be greater than 1.

4. Quality Management
• Quality management is the process of identifying and
administering the activities needed to achieve the quality
objectives of an organization.
Universal process of Managing Quality
Quality planning
- Establish quality goal
- Identify customers
- Discover customer needs
- Develop product features
- Develop process features
- Establish process control
- Transfer to operations

5. Quality control
- Choose control subjects
- Choose unit of measure
- Set goals
- Create sensor
- Measure actual performance
- Interpret the difference
- Take action on the difference

6. Quality improvement
- Prove the need
- Identify projects
- Organize projects teams
- Diagnose the causes
- Provide remedies, prove that the remedies are
effective
- Deal with the resistance
- Change and control
- Hold the gains

7. Benefits of quality
• Reduces cost
• Greater customer loyalty
• Improves productivity
• Fewer production or service problem
• Improves competitive ability
• Increases market share and net profits
• Reduces product liability problems
• Enhanced reputation for quality
• Gives positive company image
• Improves employee morale.

8. Dimension/ Determinants of product
quality
• Performance
• Features
• Reliability
• Durability
• Service
• Response
• Reputation
• Safety

9. Dimension of service quality
• Convenience
• Reliability
• Time
• Assurance
• Responsiveness
• courtesy

10. Total quality management
Total = whole
Quality = degree of excellence
Management = act, art or manner or handling
controlling, direction etc.
TQM is the art of managing the whole to achieve
excellence. The golden rule is a simple but
effective way to explain it.

11. Benefits of TQM
Tangible benefit
- Better product quality
- Productivity improvement
- Reduced quality costs
- Increased profitability
- Reduced employees grievances

12. • Intangible benefits
- Effective team work
- Enhancement of job interest
- Improvement in human relation and work area
- Participation culture
- Customer satisfaction
- Enhanced problem solving capability
- Improved corporate health
- Better company image

13. Philosophy of TQM
• Leadership concept
• Customer satisfaction or customer driven
quality
• Employee involvement
• Continuous improvement
• Supplier partnership
• Performance measure

14. Principle of TQM
• Producing quality work
• Focusing on the customer
• Strategic approach to improvement
• Improving continuously
• Employee involvement
• Encouraging mutual respect and teamwork
• Role of top management
• Early detection of defects.

15. Component of TQM
• Check-sheet
• Histogram
• Pareto chart
• Cause and effect diagram
• Scatter diagram
• Control chart
• Graph

16. Steps to implement TQM
• Plan
• Do
• Check
• Action

17. Cost of quality
• Appraisal cost
• Prevention cost
• Failure cost
• Hidden cost

18. Quality control
• The ultimate aim of quality control is to
provide products which are dependable,
satisfactory and economical.
– Establish quality standard
– Measurement of quality
– Analysis of deviations
– Corrective actions

19. Objectives of quality control
• To establish the desired quality standard
• To evaluate the methods and process of
production and suggest further improvements
• To study and determine the quality deviation
• To analyze in detail the causes responsible for
such deviation.