Quality Awareness 6l4r2j

QUALITY AWARENESS

THE BASIC MISSION: TO SATISFY THE NEEDS OF SOCIETY Through GOODS & SERVICES of DESIRED QUALITY & RELIABILITY at MINIMUM COST at RIGHT TIME & PLACE

PERCEPTION OF QUALITY:  Differs with People  Changes with situation HENCE QUALITY     

Is Not Unique Is Not Static Is Not Absolute Is Not Chance Has No Boundaries

AND YET QUALITY  Must be Defined in Measurable which have global acceptance  Must be an Achievable Objective  Needs a Management System that Assures the Manufacturers to ensure satisfaction of the customer

QUALITY AWARENESS

QUALITY IS DEPENDANT THE TOTALITY OF CHARACTERSTICS OF AN ENTITY THAT BEAR ON ITS ABILITY TO SATISFY STATED AND IMPLIED NEEDS

QUALITY CUSTOMER NEEDS INTERNAL OR EXTERNAL

STATED OR IMPLIED

DESIGNED

PROCESSED

SUPPLIED

RIGHT SPECIFICATION

RIGHT PRICE

EVERY TIME , FIRST TIME

RIGHT TIME

QUALITY AWARENESS

THE CONCEPTS:  Fitness for use  Satisfying Customer needs  Control of variability  Doing Right Things Right the First Time  Control of Loss- Function to Society  Loss during Development, Manufacturing & Supply  Loss During Use of Product

QUALITY IS TOTALITY OF ALL THE ABOVE ASPECTS AND ANYTHING MORE THAT BEAR ON THE ABILITY OF A PRODUCT/SERVICE TO SATISFY STATED & PERCEIVED NEEDS OF THE CUSTOMER AT THE MINIMUM COST

QUALITY AWARENESS What Quality means Being polite on phone Getting things ‘right first time’ every time Aiming for zero defects Being flexible and responsive to change Delivering on time and in full Tackling the source, not the symptoms of a problem “itting” your most valuable resource is your people Having a cost effective, workable quality system Measuring the progress of quality improvements Solving problems by discussions not conflict Never having to say , “I am sorry” Improving your own performance Co operating and not confronting Measurement of Quality  Delivery accuracy  Invoice errors  Right first time  Lead time  Telephone response  Supplier’s delivery  Customer’s complaints/queries  Bills of material accuracy  Inventory record accuracy  Forecasting accuracy  Adjustments per error

Total quality is a new approach in improving the effectiveness and flexibility of business as a whole. It is a quality process which involves everyone from every department of an organization working together to eliminate the errors and prevent waste. The benefits of making sure things are done “first time right” are enormous in the of greater efficiency, lower cost improved quality, better reputation greater market share

QUALITY AWARENESS Quality: Simply defined as fitness for purpose at lower cost Quality is regarded as degree of fulfilment of requirements Quality is degree of perfection

Basic Elements Of Quality 1. 2. 3. 4. 5. 6. 7. 8.

Performance Features Reliability Conformance Durability Serviceability Aesthetics Proven process

Must be quality Desired quality Expected quality

Conforming to specifications? Fitness for use? QUALITY – Meeting Customer requirements Total quality – not a programme but a continuous journey Total quality “is performance leadership in meeting customer requirements on constant basis, by doing right things right at first time”

QUALITY AWARENESS

STEPS TOWARDS QUALITY Consistent Zero Defects Zero error Act to avoid recurrence

Prevent

Eliminate the cause

Think

Take corrective action

Improve

Establish the cause

Analyse Temporary Elimination

Solve it for present I am responsible

Accept Rationalise Accuse

Deny Ignore

I do not have time others fault it’s not true I do not know

QUALITY AWARENESS

INTERRELATION AMONG PARAMETERS: The forgoing parameters can be sketched out in the form of a “tree” which helps bring out the interrelation. there are numerous ways of sub – dividing these parameters, structuring the resulting trees, and setting up models for evaluation Quality Of Market Research Quality of Design

Quality of concept Quality of Specification

Technology Quality of Conformance

Manpower Management

Fitness For use

Reliability Availability

Maintainability Logistic

Promptness Field Service

Competence Integrity

QUALITY AWARENESS

Internationally Accepted Level of Quality

IV

STEP IV

TQM II

III CREATIVE AND INNOVATIVE

II

STEP III

TQM I

I

IMPROVE THROUGH NEW PRODUCT DEVELOPMENT THROUGH EVERYONES INVOLVEMENT

LEVEL STEP II

PROCESS CONTROL

PREVENTION OF DETECTIVES : Q.C RESPONSIBILITY SHARED WITH LINE FUNCTIONS

STEP 1

INSPECTION

DETECTION OF DEFECTIVES Q.C RESPONSIBLE WITH QUALITY FUNCTION

QUALITY AWARENESS Customer oriented economic system induces the efficient utilisation of natural resources and hence can be said to be the most effective and beneficial to society In such a system as the manufacturer improves quality of the performance.

SCRAP

PROFIT

REWORK

DELIVERY

DEFECTIVES

QUANTITY

COST

PRODUCTION

Cost and delivery is also controlled through quality hence quality is the vital element of consumer needs The quality process is influenced by social & cultural beliefs, Hence  These tools need fine tuning to get our flavour and concept  These concepts cannot be borrowed from outside  On this evolution would depend the effective actual application of theses techniques  Evolution of these concepts can be done only by a group of knowledgeable people consciously working on application research Intellectual Honesty It is the course and will power to stand up to our ideas and conviction in the face of all challenges Very often at the mere suggestion of a challenge we compromise with our ideas Self Control It is a self imposed curb on expenditure of human energy in wasteful channels and redirecting the energy thus conserved to constructive work Respect for others Not to injure or curse or wish harm to anyone even mentally in a nutshell. It is the plentiful ability to forget the follows of others around us, dishonestly of those who are working with us and vulgarities of the of our team.

QUALITY AWARENESS

Total Quality Control the wheel (QUALITY LOOP)

Self Development Process ------ The HUB Control Process

------ The DISC

Quality Process

------ The RIM

QUALITY AWARENESS QUALITY, PRODUCTIVITY & COST IMPROVED QUALITY Improve Productivity By:

Reduce cost By:

       

   

Less Rework Less Rejects Better use of machinery Less Time in Assembly Less Time in final Test Less damage in Handling & stores Less time for repairs & field service Better job satisfaction

Higher Productivity Savings in Materials Less Inventory costs Less warranty costs  Repair  Replacements  Less Service Cost  Reduced failures  Less invest of spares

Improved sales & market share

Increased profit

Growth in Business

Provide jobs & more jobs Therefore Total Quality means:  Control of Management of Quality, Cost and Delivery of Goods & Services

 Through the people

:::::

Employees

 For the people

:::::

Consumers

 By the people

:::::

Shareholders

Companies exists in a society for the purpose of satisfying people in that society, this is the reason for their existence and should be their primary goal, management which recognises this and works on this principle is Total quality management

Those companies which ignore these realities can not last very long.

QUALITY AWARENESS

LOSSES DUE TO BAD QUALITY:

Tangible  Increased rejection / rework  Less production / productivity  Higher customer complaints

Intangible  Loss of Good will  Conflicts between different departments  Loss of Morale

Quality Control Operational techniques and activities that are used to fulfil requirements of quality.

Difference between Inspection & QC

Inspection Starts after production Separates good from bad Only inspection department responsibility

Quality Control Starts along with or before production Ensures that bad is not produced Everyone’s responsibility Quality Vs Productivity

Go hand in hand Quality is key to productivity Quality boosts productivity

QUALITY AWARENESS TOTAL QUALITY Is a new approach in improving the effectiveness and flexibility of business as a whole. It is a quality process which involves everyone from every department of an organisation working together to eliminate the errors and prevent waste. The benefits of making sure things are done :”FIRST TIME RIGHT” are enormous in of greater efficiency, lower costs, improved quality, better reputation, greater market share TQ Finding out from customer what he wants and then after supply of product or service. Asking him whether he is happy about it and fully satisfied TQ means  Satisfying external customer  Reducing cost  Partnership with customer  Employee involvement and development  Satisfying internal customer TQ means Winning through cooperation facilitate mutually beneficial relationship between Company – Customer Company – Employees Company – Suppliers

Total quality is a new approach in improving the effectiveness and flexibility of business as a whole. It is a quality process which involves everyone from every department of an organization working together to eliminate the errors and prevent waste. The benefits of making sure things are done “first time right” are enormous in the of greater efficiency, lower cost improved quality, better reputation greater market share

QUALITY AWARENESS Symptoms of Low Quality Business

 COMPLAINTS

 YOU SPEND A LOT OF TIME DEALING WITH OR AVOIDING IRATE CUSTOMER

 WASTED TIME

 YOU SPEND UPTO TWO DAYS A WEEK ON UNNECESSARY WORK

 FRUSTRATION

 YOU NEVER HAVE TIME FOR IMPORTANT, NECESSARY WORK

 HASSLE

 THERE ARE ALWAYS FIRES TO PUTOUT

 CONFUSION

 NO ONE SEEMS TO KNOW WHATS GOING ON LAST OF ALL YOU

 OVERLOAD

 YOU ALWAYS HAVE TOO MUCH TO DO

 UNDER LOAD

 BUT YOUR STAFF NEVER SEEMS TO HAVE ENOUGH TO DO.

QUALITY KEY TO THE FUTURE  No time for confusion  Quality concept spreads from Japan to Westwards

 International cut throat competition  Trade barriers broken down  No traditional protection to companies Organisations taking on the challenge for Quality

 Customer demand zero defect  Value for money  Need for quick response  Need for total employees involvement  With customer focus activity  All the resources need to be utilised for meeting needs of customer

“TODAY WE ARE IN THE WORLD OF FINITE RESOURCES AND INFINITE NEEDS” “TOTAL QUALITY AIMS AT RESOLUTION OF THIS FUNDAMENTAL CONTRADICTION”