Overview quality management

TOTAL QUALITY MANAGEMENT b b y Muhammad Asif F lt IQTM PU F acu lt y IQTM - PU Ex Quality Control Officer Schering Asia GmbH Pakistan Ex Provincial Inspector Of Drugs Ex Provincial Inspector Of Drugs Lahore (PCS) asif @ i q tm. p u.edu. pk @q p p BASIC CONCEPTS OF QUALITY BASIC CONCEPTS OF QUALITY Quality Grade Inspection Quality control Quality control Quality assurance Quality management Total q ualit y mana g ement qy g ISO standards QUALITY A subjective term for which each person has his or her own person has his or her own definition. Characteristics of a product that bears – Characteristics of a product that bears on it’s ability to satisfy the stated or implied needs implied needs – A product or service free of dfii i d e fi c i enc i es. (ASQ) • PHILIP CROSBY’S IDEA OF QUALITY • Quality is not comparative • Quality is not comparative • No high or poor quality • A product either conforms to specifications or not • Quality is an attribute • Not a variable Not a variable • JURAN’S IDEA OF QUALIT Y • FITNESS FOR THE PURPOSE • Focus on this idea helps prevent over • Focus on this idea helps prevent over specifications of product or services • Over specifications adds to cost • Over specifications adds to cost • Is against right first time performance Dimensions of Product Quality Dimensions of Product Quality • Performance Athti • A es th e ti cs • Special features: convenience, high technology • Safet y y • Reliability Conformance (ti tblihd • Conformance ( mee ti ng pre-es t a bli s h e d standards) • Durability • Service after sale Service Quality Service Quality 1 Time & Timeliness 1 . Time & Timeliness –customer waiting time, completed on time 2. Completeness – customer gets all they asked for customer gets all they asked for 3. Courtesy –treatment by employees 4 Consistency 4 . Consistency –same level of service for all customers 5. Accessibility & Convenience ease of obtaining service – ease of obtaining service 6. Accuracy –performed right every time 7 Responsiveness 7 . Responsiveness –reactions to unusual situations Two Aspects of Quality Two Aspects of Quality Quality of design measures how closely Quality of design measures how closely the characteristics of products or services meet the needs and wants of customers meet the needs and wants of customers . Conformance quality refers to the performance of a product or service performance of a product or service according to design and product specifications specifications . In other words words Actual Actual PerformancePerformance Design Design SpecificationsSpecifications Customer Customer SatisfactionSatisfaction Quality Quality of Desi g n of Desi g n Conformance Conformance Q ualit y Q ualit y gg FailureFailure QyQy FailureFailure [...]... for quality QUALITY ASSURANCE SSU C Preventive approach rather than corrective SO WHAT QA ACTUALLY IS • • QA covers the whole life of product It includes 1 Product 2 Process 3 Customer Quality Management Is a systematic set of operating procedures which i company wide, d hi h is id documented, implemented and maintained while ensuring the growth of business in a consistent manner QUALITY MANAGEMENT Management... level of satisfaction of all the stakeholders TQM Quality Assurance ISO 9000 Inspection/ Quality control Customer Suppliers Process Product Process Product All Stakeholders Customer C t focus Process Product EVOLUTION OF TQM Total Quality Management Q y g Quality Assurance Quality Control Inspection SCOPE WISE “BIG Q Vs “LITTLE q BIG Q” LITTLE q” Managing f quality i all b i M i for lit in ll business processes...The Meaning of Q g Quality y Producer s Producer’s Perspective Quality of Conformance Consumer’s P C ’ Perspective ti Quality of Design Fitness for Consumer Use GRADE ? Category or rank given to different quality requirements for products products, processes, or systems having the same f nctional use functional se ( (ISO 9001:2000) ) Importance of Quality • • • • • • • Lower costs (less... applied in a consistent manner manner ISO Standards • A set of quality standards governing the t f lit t d d i th documentation requirement of a system • ISO 9001:2000 (QMS) • ISO 14001:2004 (EMS) ( ) • ISO 17025 (GLP) • SA 8000 (Social Accountability Std not Std.not ISO Std.) TOTAL QUALITY MANAGEMENT The comprehensive approach towards quality management system The process of individual & p organizational... items + Rework (IF NEEDED) QUALITY CONTROL Is the operational techniques and activities that are used to fulfill the f lfill th requirements f i t for quality (ASQ) IN P U T QUALITY CONTROL P R O C E S S S O L U T IO N R O O T C A U S E A N A L Y S E C O L L E C T D A T A O U T P U T R E W O R K N O T O K D E C IS IO N O K E N D Quality Control = Inspection + Corrective action ti Quality Assurance Is all... Vs “LITTLE q BIG Q” LITTLE q” Managing f quality i all b i M i for lit in ll business processes and products (big Q) & Managing for quality in a limited capacity—traditionally only in factory products and processes (little q) “BIG Q Vs “LITTLE q BIG Q” LITTLE q” 100% Quality Improvement 50% Big Q little q 0% 1 2 3 4 5 6 7 Years TIME FOR QUESTIONS ... products products, processes, or systems having the same f nctional use functional se ( (ISO 9001:2000) ) Importance of Quality • • • • • • • Lower costs (less labor, rework, scrap) Cost f C t of non quality i hi h lit is high Motivated employees Market Share Reputation International competitiveness Revenues generation i R ti increased ( lti t d (ultimate goal) INSPECTION • It is the sorting / segregation . OF QUALITY BASIC CONCEPTS OF QUALITY Quality Grade Inspection Quality control Quality control Quality assurance Quality management Total q ualit y mana g ement qy g ISO standards QUALITY. CROSBY’S IDEA OF QUALITY • Quality is not comparative • Quality is not comparative • No high or poor quality • A product either conforms to specifications or not • Quality is an attribute • Not. Responsiveness –reactions to unusual situations Two Aspects of Quality Two Aspects of Quality Quality of design measures how closely Quality of design measures how closely the characteristics