Palash Roy

Quality Management
What is Quality
 Some attributes used to help in defining the Quality
 Freshness
 Reliability
 Durability
 Safety
 Environmental Friendly
 Serviceability
 Attribute Consistency

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Definition of Quality:

 The degree to which a specific product satisfies a particular class of

consumers.
 Quality means -A product should meet its specifications.
 Quality is a state in which value entitlement is realized for the customer
and provider in every aspect of the business relationship.
 “Value” represents economic worth, practical utility and availability for both
the customer and the company that creates the product or service.

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Quality Principles
 Principles 1 – Customer focus
 Principles 2 – Leadership (Provide Direction )
 Principles 3 – Involvement of people (At all levels)
 Principles 4 – Process approach (Manage all Activities & Resources)
 Principles 5 – System approach to management (Managing
interrelated Processes)
 Principles 6 – Continual improvement
 Principles 7 – Factual improvement (Analysis of Data)
 Principles 8 – Mutually beneficial supplier relationships

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Dimensions of Quality
 Performance
 Features
 Durability
 Reliability
 Serviceability
 Aesthetics (A product’s appearance or feel)
 Consistency
 Safety
 Timeliness
 Customer Service
 Compatibility
 Environmental Friendly

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Quality Policy
 is appropriate to the purpose of the organization
 Includes a commitment to comply with requirements and continually
improve the effectiveness of the quality management system,
 provides a framework for establishing and reviewing quality objectives.
 is communicated and understood within the organization.
 is reviewed for continuing suitability.

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Process Approach (TQM)
 TQM can be defined as managing the entire organization so that it excels in
all dimensions of products and services that are important to the customer

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PDCA CYCLE (A Plan of action to lead the quality
by Deming)

PLAN DO

ACT CHECK

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 WHAT IS ISO 9000

• ISO is a ‘nickname’ to “International

Organization for Standardization”.
• An international standard more than 100
countries
• ISO is a non-governmental organization
established in 1947 by International Standard
Agency headquartered in Geneva.
• Principles are applicable to all organizations

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 WHAT IS ISO 9000

ISO 9000 is a written set of standard which

describe and define the basic
elements/clauses of the quality system
needed to ensure that an organization’s
products/or services meet or exceed
customer needs and expectations

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 Principles of ISO 9000

- ISO 9000 is a standard for a quality system, not product.

- ISO 9000 is based on documentation and is premised on the

following:-
- Document what you do;
- Do what your document;
- Prove it and improve it

- ISO 9000 emphasises prevention.

- ISO 9000 is a universal standard; the focus is on what needs

to be done and not on how it is to be carried out
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 WHY QUALITY SYSTEM - ISO 9000

• to satisfy customers through a quality

product
• to gain self confidence – we get what
we planned
• to achieve competitiveness in both the
local and overseas markets.
• as a blueprint for efforts to improve
the quality system of the organization.

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 BENEFITS OF ISO 9000 IMPLEMENTATION

For the company:-

- Well defined organization and

responsibilities,
i.e., minimize grey areas and possible
resources wastage.

- Standardize practice and establishment

of proper communication channel, i.e.
maximize productivity and
communication efficiency.

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BENEFITS OF ISO 9000 IMPLEMENTATION

For the company:-

- A greater degree of internal control.

- Ultimately, increase profitability and

market share, improve competitive position.

For the customer:-

- Increase satisfaction and growth in

confidence.
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 QUALITY MANAGEMENT SYSTEM
Continual improvement of the
Quality management system

Management
responsibility Customers
Customers

Measurement,
Resource
analysis and
management Satisfaction
improvement

Requirements

Input Output
Product Product
realization

Information flow
Value-adding activities
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KachruISO
Reference: Books
9001:2000