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    Lect 1 2010

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    Mona Fatima
    The document provides information about a course on Total Quality Management including details like the title, code, semester, timings, location, instructor, and contact information. It discusses topics that will be covered briefly such as quality concepts and definitions, cost of quality, and customer identification and needs. Quality is defined from different perspectives and the costs associated with quality are explained. The roles of process control and customers in quality management are also outlined.

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    Lect 1 2010

    Uploaded by

    Mona Fatima
    29 views20 pages
    The document provides information about a course on Total Quality Management including details like the title, code, semester, timings, location, instructor, and contact information. It discusses topics that will be covered briefly such as quality concepts and definitions, cost of quality, and customer identification and needs. Quality is defined from different perspectives and the costs associated with quality are explained. The roles of process control and customers in quality management are also outlined.

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    The document provides information about a course on Total Quality Management including details like the title, code, semester, timings, location, instructor, and contact information. It discusses topics that will be covered briefly such as quality concepts and definitions, cost of quality, and customer identification and needs. Quality is defined from different perspectives and the costs associated with quality are explained. The roles of process control and customers in quality management are also outlined.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    29 views20 pages

    Lect 1 2010

    Uploaded by

    Mona Fatima
    The document provides information about a course on Total Quality Management including details like the title, code, semester, timings, location, instructor, and contact information. It discusses topics that will be covered briefly such as quality concepts and definitions, cost of quality, and customer identification and needs. Quality is defined from different perspectives and the costs associated with quality are explained. The roles of process control and customers in quality management are also outlined.

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    Title Total Quality Management

    Code MAN 501D


    Semester Fall 2010
    Timings Mon/ Wed 1230: 1400
    Room # 302 (IT Building)
    Lab # 1 (IT Building)
    Instructor Dr. Ejaz Ahmed
    Group Address http://groups.google.com/qceaiobm
    Contact mail eahmedtqm@gmail.com
    Introductory Session

    We will discuss very briefly few topics related


    to TQM, such as

    Quality Concepts and Definitions


    Cost of Quality
    Customer Identification and needs
    Measuring Scales Quantitative
    TRADITIONS

    CULTURE   VALUES
     RELIGION

    CULTURE ASKS EVERYONE TO

    · BE HONEST
    · BE HARDWORKING
    · BE CARING
    · BE SINCERE IN ALL DEEDS

    IT RESULTS IN A QUALITY CULTRE

    QUALITY IS THE WAY OF LIFE.

    BUT THEN 'WHAT IS QUALITY?'


    Few Definitions of Quality
    ADVANCED DESIGN
    SUPERIOR PRODUCT
    CUSTOMER SERVICE
    CUSTOMER SATISFACTION
    EXCELLENCE IN OUTPUT
    S.P.C.
    ON TIME DELIVERY
    NO ROOM FOR ERROR
    PRECISELY MEASURABLE
    CONSISTENTLY PRODUCING CONFORMING PRODUCTS
    DELIVERY AT OPTIMUM PRICE
    ZERO DEFECTS AS THE STANDARD
    Some Standard Definitions

    DR. J.M. JURAN FITNESS FOR USE

    PHILIP CROSBY CONFORMANCE TO


    REQUIREMENTS

    ISO/TC176 TOTALITY OF FEATURES


    AND CHARACTERISTICS
    OF A PRODUCT OR SERVICE.
    JIS SYSTEM OF PRODUCTION
    METHODS WHICH
    ECONOMICALLY PRODUCES
    GOODS OR SERVICES MEETING
    THE REQUIREMENTS OF
    CONSUMERS

    ISHIKAWA TO PRACTICE QUALITY


    CONTROL IS TO DEVELOP,
    DESIGN, PRODUCE, AND
    SERVICE A QUALITY
    PRODUCT, WHICH IS
    ECONOMICAL, MOST USEFUL,
    AND ALWAYS SATISFACTORY
    TO THE CONSUMER.
    THERE ARE TWO GENERAL ASPECTS OF QUALITY.

    QUALITY OF DESIGN
    QUALITY OF CONFORMANCE

    QUALITY OF DESIGN

    PRODUCTS PRODUCED IN VARIOUS GRADES/LEVELS.


    INTENTIONAL VARIATION

    REQUIRES

    CONSCIOUS DECISIONS DURING THE PRODUCT


    PROCESS DESIGN.
    MAY IMPROVE THE COST. (THE PREVENTION COST)
    QUALITY OF CONFORMANCE

    HOW WEAK THE PRODUCT PERFORMS?


    INFLUENCED BY MANY FACTORS, INCLUDING:

    CHOICE OF MANUFACTURING PROCESSES.


    TRAINING AND SUPERVISION OF WORK FORCE.
    QUALITY ASSURANCE SYSTEM ADOPTED.
    COST OF QUALITY

    PREVENTION COST

    TO PREVENT

    NONCONFORMANCE
    FAILURES AT LATER STAGES.

    INCLUDES ALL COSTS INCURRED TO

    "MAKE IT RIGHT THE FIRST TIME".


    APPRAISAL COST
    ASSOCIATED WITH
    MEASURING
    EVALUATING
    INSPECTING
    CHECKING
    PRODUCTS
    COMPONENTS
    MATERIAL
    TO
    ENSURE CONFORMANCE TO STANDARDS.
    INTERNAL FAILURE COSTS

    WHEN PRODUCTS
    COMPONENTS
    MATERIALS
    SERVICES

    FAIL TO MEET STANDARDS

    AND IT IS DETECTED

    PRIOR TO THE DELIVERY OF THE PRODUCT.

    RESULTS IN REWORK
    MORE SCRAP
    DELAYS, Etc.
    EXTERNAL FAILURE COSTS
    THE PRODUCT DOES NOT PERFORM
    SATISFACTORILY
    AFTER IT IS SUPPLIED TO THE CUSTOMER.

    RESULTS IN
    COMPLAINTS
    AFTER-SALES SERVICES
    LOSS OF GOODWILL.

    A QUALITY GOAL IS AN AIMED-AT QUALITY TARGET


    QUALITY Through Process Control
    Process Any specific combination of
    Machines
    Tools
    Methods
    Material
    Men (People)
    To attain a product of specific qualities.

    Control A feedback process enabling us to measure


    actual performance, compare it with standard &
    work on it.
    Future Oriented Past Oriented
    Action on Process
    Prevention Driven Failure Driven
    People Equipment Material Action on Product

    Process Product

    Method Environment Sequence


    IT IS ALWAYS CHEAPER TO MAKE PRODUCT
    RIGHT AT THE FIRST PLACE
    RATHER THAN TRYING
    TO SORT OUT AFTERWARDS.

    IT IS FAR BETTER TO WORK ON

    PREVENTION DRIVEN METHODS (CONTROLS)

    RATHER THAN ON

    FAILURE DRIVEN METHODS (CONTROLS)


    i.e. TAKE ACTION ON THE PROCESS
    RATHER THAN ON THE PRODUCT.

    MAKE USE OF SPC.


    CUSTOMER?
    Everyone in the organization, from hourly employees on
    the front lines to senior executives, should know
    the customer is

    the customer considers important.


    CUSTOMER ANYONE WHO IS IMPACTED BY THE
    PRODUCT OR PROCESS. MAY BE
    EXTERNAL OR INTERNAL.

    EXTERNAL IMPACTED BY THE PRODUCT BUT


    CUSTOMER ARE NOT MEMBERS OF THE
    COMPANY THAT PRODUCES THE
    PRODUCT.

    INTERNAL IMPACTED BY THE PRODUCT AND


    CUSTOMERS ARE ALSO MEMBERS OF THE
    COMPANY THAT PRODUCES
    THE PRODUCT.
    CUSTOMERS' NEEDS

    KEEP CHANGING. THERE IS NO


    SUCH THING AS A FINAL LIST OF
    CUSTOMERS' NEEDS.

    WHY CUSTOMERS’ NEEDS CHANGE?

    DUE TO

    NEW TECHNOLOGY
    MARKET COMPETITION
    SOCIAL UPHEAVALS
    INTERNATIONAL CONFLICTS.
    To keep an eye on Customers’ Needs
    & Satisfaction Levels

    We require Continuous Monitoring


    at all important stages

    Numerical Results Meaningful


    More Helpful
    Easily Understandable

    DATA

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