Total Quality Mgmt
UNITUNIT- I
PRINCIPLES OF QUALITY MANAGEMENT
1
What you will know… know
Definitions of Quality Theories of Deming, Moeller and Crosby Service d Product Quality S i and P d t Q lit Customer Orientation Evaluation of TQM- Inspection & QC TQMTQM System Human component Introduction t Si Si I t d ti to Six Sigma concepts. concepts. t
2
Definitions of Quality
1. 2. 2 3. 4. 4 5. "Quality is variability." Shewart "Quality is predictability." Quality predictability Deming “Conformance to requirements.” Crosby "Quality is a fitness for use " Quality use. Juran "Quality is the customer's opinion." Feigenbaum
3
Other definitions
Customer satisfaction Delighting the customer Enchanting the customer Best value for money. Quality is a degree of excellence
4
Theories of Th i f Deming, Moeller and Crosby
5
Deming’s Theory Deming s
Deming's 14 Points
1.
Create C t constancy of purpose to improve product t f t i d t and service.
Aim
- become competitive,
- stay in business, business - and provide jobs - Essence - Answer customer orientation. WHY?
“Set the course today to be in business tomorrow”
6
2. Adopt new philosophy: -for new economic age management must awaken to challenges, learning responsibilities and take leadership for h f change. -the age of continuous improvement & systems thinking
-Higher quality costs less, not more. p process -Improvement of p leads to greater uniformity of product reduces mistakes and rework reduces waste of manpower machine time materials manpower, time, increases output with lowered cost
7
3.Cease dependence on inspection: p p -achieve quality
-eliminate the need for mass inspection by building quality into the product from the first time.
Inspection doesn’t work! doesn t Some defective product always gets through. Some good product may also be classified as bad. Even 200% inspection d E i ti doesn’t work. ’t k Detection of defects is not a viable competitive strategy
The
PRINCIPLES OF QUALITY MANAGEMENT
1
What you will know… know
Definitions of Quality Theories of Deming, Moeller and Crosby Service d Product Quality S i and P d t Q lit Customer Orientation Evaluation of TQM- Inspection & QC TQMTQM System Human component Introduction t Si Si I t d ti to Six Sigma concepts. concepts. t
2
Definitions of Quality
1. 2. 2 3. 4. 4 5. "Quality is variability." Shewart "Quality is predictability." Quality predictability Deming “Conformance to requirements.” Crosby "Quality is a fitness for use " Quality use. Juran "Quality is the customer's opinion." Feigenbaum
3
Other definitions
Customer satisfaction Delighting the customer Enchanting the customer Best value for money. Quality is a degree of excellence
4
Theories of Th i f Deming, Moeller and Crosby
5
Deming’s Theory Deming s
Deming's 14 Points
1.
Create C t constancy of purpose to improve product t f t i d t and service.
Aim
- become competitive,
- stay in business, business - and provide jobs - Essence - Answer customer orientation. WHY?
“Set the course today to be in business tomorrow”
6
2. Adopt new philosophy: -for new economic age management must awaken to challenges, learning responsibilities and take leadership for h f change. -the age of continuous improvement & systems thinking
-Higher quality costs less, not more. p process -Improvement of p leads to greater uniformity of product reduces mistakes and rework reduces waste of manpower machine time materials manpower, time, increases output with lowered cost
7
3.Cease dependence on inspection: p p -achieve quality
-eliminate the need for mass inspection by building quality into the product from the first time.
Inspection doesn’t work! doesn t Some defective product always gets through. Some good product may also be classified as bad. Even 200% inspection d E i ti doesn’t work. ’t k Detection of defects is not a viable competitive strategy
The