Quality Management PDF

Quality It refers to the degree of excellence or superiority of something, often concerning its intended purpose or function, further, it is a measure of how well something meets its specifications or requirements, and how well it satisfies the needs and expectations of its users or stakeholders....

Quality It refers to the degree of excellence or superiority of something, often concerning its intended purpose or function, further, it is a measure of how well something meets its specifications or requirements, and how well it satisfies the needs and expectations of its users or stakeholders. In business, quality is often associated with producing goods or delivering services that are free from defects and consistently meeting customer needs. 1  Quality – Demings 14 Points 1. Create constancy of purpose to 8. Drive out fear. improve product & service. 9. Break down barriers between 2. Adopt the new philosophy. departments. 3. Cease dependence on mass 10.Eliminate slogans & inspection. exhortations. 4. End the practice of awarding 11.Eliminate quotas. business on the basis of price. 12.Remove barriers to pride of 5. Constantly improve the workmanship. production & service system. 13.Institute program of self- 6. Institute training on the job. improvement. 7. Institute leadership. 14.Put everyone to work to Video Link: W. Edwards Deming: The 14 Points (youtube.com) accomplish the transformation.  Quality – Crosby’s Contributions Table 8.6 Crosby’s Four Absolutes of Quality Absolute of Quality Description 1. The definition of Adopt a do-it-right-the-first-time attitude. Never sell a quality is conformance faulty product to a customer. to requirements. 2. The system of quality Use SPC as part of the prevention system. Make is prevention. corrective changes when problems occur. Take preventative action. 3. The performance Insist on zero defects from suppliers and workers. standard is zero Education, training, and commitment will eliminate defects. defects. 4. The measure of The price of nonconformance is the cost of poor quality. quality is the price of Implementing a prevention program will eliminate this. nonconformance.  Quality – Juran’s Contributions Table 8.7 Juran’s Quality Trilogy  Quality Planning- Identify internal/external customers & their needs, develop products that satisfy those needs. Mangers set goals, priorities, & compare results  Quality Control- Determine what to control, establish standards of performance, measure performance, interpret the difference, & take action  Quality Improvement- Show need for improvement, identify projects for improvement, implement remedies, provide control to maintain improvement. ISO 9000 and ISO 14000 Families of Management Standards  Over 19,000 standards  International Organization for Standardization (ISO) located in Switzerland has 162 member countries.  ISO 9000 and 14000 govern quality and environmental certification standards of production, respectively.  ISO standards are voluntary, ISO requires review of its standards at least every five years.  Worldwide reputation as “generic management system standards”  The ISO 9000 standards were adopted in the US by ANSI and ASQ.  Malcolm Baldrige National Quality Award Objectives Categories Measured Stimulate firms to improve 1. Leadership Recognize firms for quality 2. Strategic planning achievements 3. Customer & market focus Establish guidelines so 4. Information & analysis organizations can evaluate their improvement & provide 5. Human resource focus guidance to others 6. Process management Formed by US Government in 7. Business Results 1987