fundamentals and concepts of quality management

8/9/2019 Fundamentals and Concepts of Quality Management

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PRESENTED BY:PRESENTED BY:

BHRAMARA .S.BHRAMARA .S.

44THTH SEM MHMSEM MHM


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In its broadest sense, quality is a degree ofexcellence: the extent to which something isfit for its purpose. In the narrow sense,product or service quality is defined asconformance with requirement, freedom fromdefects or contamination, or simply a degreeof customer satisfaction. In qualitymanagement, quality is defined as the totalityof features characteristics of a product orservice that bears on its ability to satisfy

stated and implied needs. Quality is alsorapidly embracing the nature or degree ofimpact an organization has on itsstakeholders, environment and society.


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Quality management systems can assistorganizations in enhancing customer satisfaction.Customers require products with characteristicsthat satisfy their needs and expectations. Theseneeds and expectations are expressed in productspecifications and collectively referred to ascustomer requirements.

A quality management system can provide theframework for continual improvement to increase

the probability of enhancing customer satisfactionand the satisfaction of other interested parties.It provides confidence to the organization and itscustomers that it is able to provide products thatconsistently fulfill requirements.


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Requirements for quality managementsystems are specified in ISO 9001.Requirements for quality management

systems are generic and applicable toorganizations in any industry or economicsector regardless of the offered productcategory. ISO 9001 itself does notestablish requirements for products.

Requirements for products can bespecified by customers or by theorganization in anticipation of customerrequirements, or by regulation.


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Evaluating processes within the qualitymanagement system

Auditing the quality management system

Reviewing the quality management system

Self-assessment


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The aim of continual improvement of a qualitymanagement system is to increase the probability of

enhancing the satisfaction of customers and otherinterested parties. Actions for improvement include thefollowing:

a) analyzing and evaluating the existing situation to identifyareas for improvement;

b) establishing the objectives for improvement;c) searching for possible solutions to achieve the objectives;

d) evaluating these solutions and making a selection;

e) implementing the selected solution;

f) measuring, verifying, analyzing and evaluating results ofthe implementation to determine that the objectives havebeen met;

g) formalizing changes.Results are reviewed, as necessary, to determine

further opportunities for improvement.


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The use of statistical techniques canhelp in understanding variability, andthereby can help organizations to solve

problems and improve effectiveness andefficiency. These techniques alsofacilitate better use of available data toassist in decision making.


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Quality

Grade

InspectionQuality control

Quality assurance

Quality management

ISO standards

Total quality management


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A subjective term for which eachperson has his or her owndefinition.

Characteristics of a productthat bears on its ability tosatisfy the stated or impliedneeds

A product or service free ofdeficiencies.


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Dimensions of Product Quality

Performance

Aesthetics

Special features: convenience, hightechnology

Safety

Reliability

Conformance (meeting pre-establishedstandards)

Durability

Service after sale


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Service uality

1. Time & Timeliness customer waiting time,completed on time

2. Completeness customer gets all they askedfor

3. Courtesy treatment by employees4.Consistency same level of service for all

customers

5. Accessibility & Convenience ease of obtaining

service

6. Accuracy performed right every time

7. Responsiveness reactions to unusualsituations


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Category or rank given todifferent quality requirements

for products, processes, orsystems having the samefunctional use

(ISO 9001:2000)


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Is the operationaltechniques andactivities that areused to fulfill therequirements forquality.


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Quality Control= Inspection +

Correctiveaction


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Is all systematic andIs all systematic andplanned actions whichplanned actions which

are necessary to provideare necessary to provideadequate confidenceadequate confidencethat a product orthat a product or

service will satisfy theservice will satisfy thegiven requirement forgiven requirement forquality.quality.


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Is a systematic set ofoperating procedures

which is company wide,documented, implementedand maintained while

ensuring the growth ofbusiness in a consistentmanner


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So QMS is meant toestablish a framework ofreference to ensure thatevery time process is

performed, the sameinformation, method, skills,and controls are used andapplied in a consistentmanner.


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A set of quality standardsgoverning the documentationrequirement of a system

ISO 9001:2000 (QMS)

ISO 14001:2004 (EMS)

ISO 17025 (GLP)

SA 8000 (Social AccountabilityStd not ISO Std.)


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The comprehensive approachtowards quality managementsystem.

The process of individual &organizational development thepurpose of which is to increase

the level of satisfaction of allthe stakeholders.


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