Quality Management System Overview

Quality
Management
System
Your Company Name

Content
Introduction
› TQM Pyramid
› TQM Model
› Elements of Quality Management
› Determinants of Product/ service Quality
› Importance of Good Quality
› Consequences of Poor Quality
Principles & Certification
› General principles of TQM
› ISO Certification
Tools of Quality Management
› Pareto Chart
› Flow diagram
› Fishbone diagram
Data Analysis
› Root Cause Analysis
› Opportunity Analysis
› Timeline Analysis
› Force Field Analysis
› SIPOC Analysis
› Five Why Analysis
› FMEA Analysis
› Musts & Wants
Quality Control
› Control Chart
› Quality Maintenance Checklist
Cost of Quality
› Costs of Quality
› Quality cost report
2

Introduction
TQM Pyramid
TQM Model
Elements of Quality Management
Determinants of Good Quality
Importance of Good Quality
Consequences of Poor Quality
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TQM Pyramid
4
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and capture your audience's attention.
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capture your audience's attention.
capture your audience's attention.Customer
Driven
Values
empowerment
Continuous Improvement
Ownership
Management Support
Mission planning vision
Rewards and Recognition
Training,Teams,Awareness
Empowerment, Partnership
Measurement Information
SPC,Cost of Quality, Documentation,
Reporting,Testing,Tools,Prevention
TQM
Culture
Leadership
Involvement
Process Quality
This pyramid shows the
key steps an
organization has to
follow to achieve the
optimal quality levels.
You can alter these
steps as per your
requirements.

TQM Model
Customer Focus
Planning Process
Process Management
Total Involvement
Process Improvement
TQM
Continuous
Improvement
5
Below is the TQM
model showing the
various aspects
undertaken to ensure
the quality standards.
You can alter these
aspects as per your
needs.

6
Customer Focus in TQM
Option 1
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Option 2
Option 3
Option 4
Option 5
Option 6

Planning Process in TQM
7
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2015
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2016
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2017
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2018
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Process Management in TQM
8
2014
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2015
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2016
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2017
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2018
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Business Process Improvement
9
Quality Improvement Team
Total Participation
Systematic Problem Solving Focus
Statistical Quality Control
Customer Focus

10
Involvement of People
This principle recognizes that an organization is
nothing without its staff
That their abilities should be used to full effect
for business success.
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Continuous Improvement
Competitive Benchmarking
Employee Empowerment
Team Approach
TQM Elements
11

Performance
Reliability
Durability
Evaluation
Safety
Aesthetics
Special Features
Determinants of Product Quality
12
Characteristics of the product
Performance consistency
Resistance and long life of the product
Evaluation of quality & reputation
Injury risk
Design, touch, taste, Fitting, Finishing
Some additional features
Product Quality

Determinants of Service Quality
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Determinants Qualities Required
Reliability Consistency of performance and dependability
Responsiveness Willingness or readiness of employee
Competence Required skills and knowledge
Access Approachability and ease of contact
Courtesy Politeness,respect,consideration,friendliness
Communication Keeping customer informed
Credibility Trustworthiness,believability,honesty
Security Freedom from danger, risk or doubt
Understanding/knowing customer Understand the customer’s needs
Tangibles Physical evidence of the service

Importance of Good Quality
Improved Quality
Product
Liability
Company
Reputation
Higher ProductivityHigher Price
Increased profit

Lost Revenue Lost Customers Increased Costs
Lost Productivity Lower Profits Damaged Brand
Consequences of Poor Quality
15
Poor Quality = Increased Business Risk
Quality Gap: High Cost Of Failure

16
Principles&Certification TQM Principles
ISO Certification

TQM Principles
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needs and capture your audience's attention.
Customer Focus
Leadership
Involvement of People
Process Approach
Strategic Approach
Continual Improvement
Decision Making
Supplier Relationship
Principles
17

ISO Certifications
18
ISO Certification
ISO-9001
› Helps Organization to produce Desired Outcome
› Ensures Ongoing Controls
› Enhance Customer Satisfaction by meeting Customer requirement
ISO: 14001
› Helps Organization to reduce waste handling cost
› Enhance branding of Organization
› Increases profitability by saving energy
ISO-27001
› Manages and minimizes risk exposure
› Helps you to comply with other regulations
› Provide you with a competitive advantage
ISO-22301
› Flexibility during disruptions
› Competitive advantage
› Cost savings
› Maintain optimum client delivery level
ISO-29990
› Competitive advantage
› Helps in establishing company quality model
› Increases market presence
› Global marketability
We have listed down
the major certifications
wrt to the quality
standards which an
organization can attain.
You can choose the
relevant one and grey
out the rest.

Tools of Quality Management
19
Pareto Chart
Fishbone Diagram
Flow Chart

Pareto Chart
0%
2%
4%
6%
8%
10%
12%
0
1
2
3
4
5
6
7
8
9
10
8 1 2 3 5 4 5
Pareto Chart
Obesrvation
Numberofdefects
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This is one of the most common
tool used in ensuring quality
standard in the products. Pareto
chart would help in indicating the
percentage of defects occurred
over a period of few observations.
This would be help in estimating
whether over a time period the
defects are reducing or not

Flow Chart
21
Flow chart is another tool
used in maintain quality
standards. This helps in
creating a flow for the
activities to be followed. We
have given an example, you
can edit these data points as
per your requirements.
Start
Define Collection
Elements
Specification
Required
Define
specification
Yes
No
Create Collection
Plans
Create Quality
Results
Report and
analyze results
Stop
Perform
Transaction

Fishbone Diagram- Cause/ Effect Relationship
22
Cause 1
Cause 2
Cause 3
Cause 4 Cause 6
Cause 5
Cause 7
Cause 8
Cause 9 Cause 11
Cause 10 Cause 12
Description 1 Description 2 Description 3
Description 4 Description 5 Description 6
Problem Quality
/ Feature
Below is the fishbone
diagram establishing a cause
effect relationship indicating
the effect various causes
might have on the product/
service quality. You can list
down the causes and there
effect in the below diagram as
per your requirements

Data & Analysis
23
Root Cause
Analysis
Opportunity
Analysis
Timeline
Analysis
Force Field
Analysis
FMEA
Analysis
FMEA
SIPOC
Analysis

Root Cause Analysis (1/2)
Material
CauseCause
Measurement Machine
Cause
Cause
Management
Cause
Man
Cause
Method
Effect
24
This analysis helps in
establishing a cause-effect
relationship wherein you will
list down the causes of the
defects and the effect it will
have on the final offering. We
have listed down 6 broad
categories to figure out the
causes, you can edit these as
per your requirements.

Root Cause Analysis (2/2)
25
What How Who When Status
Possible Cause
20%
Weight
Cause 1
30%
Weight
Cause 2
40%
Weight
Cause 3
50%
Weight
Cause 4
20%
Weight
Cause 5
List down the various
causes of problem and
their weightage in the
table below. Also
mention in detail the
causes and their
present status.

Opportunity Analysis
Goals
Importance Ability to Complete
Low Medium High Low Medium High
Description
Description
Description
Description
Description
Description
26
Specify the
opportunities in the
below table wrt to
quality and also mention
their importance and the
ability of the company to
complete the same.

Timeline Analysis
27
Yield
Units
JAN
93.5%
125
FEB
95%
204
MAR
98%
238
APR
98%
338
MAY
91%
423
JUNE
91%
520
Process Change
Provide a timeline for
the completion of units
manufactured on a
monthly basis. This
would help in estimating
whether or not we are
meeting the targets.

Problem
Needs to be
solved
Driving Force
Example 1
Example 2
Example 3
Restricting Force
Example 1
Example 2
Example 3
Force Field Analysis
28
Mention below the
driving and
restraining forces in
achieving the
milestones set by the
firm.

SIPOC Analysis
Process Project Name
Date
Prepared by
Notes
Suppliers Inputs Process Outputs Customers
Provider I/P description I/P Requirements O/P Description O/P Requirements Recipient of output
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End
Boundary
Step 1 Step 2 Step 3 Step 4 Step 5
Start
Boundary
See high level
process steps below
This analysis is used
to document a
business process
from beginning to
end. It provides a
high level overview of
the process.

5 Why Analysis
30
Problem / Defect
Answer what caused the
specific situation
Answer why the problem
wasn’t detected
Answer what
system failed
1st WHY?
2nd WHY?
3rd WHY?
4th WHY?
5th WHY?
Below is a table showing a
problem with its various
root causes. You have list
down the defect and with
the help of below analysis
table arrive at the root
cause of the problem in
order to rectify the same.

Failure Mode Effect Analysis (FMEA)
Failure Modes Effects Analysis(FMEA)
Calculation of Risk Preference Number (RPN)
Failure
Mode
Severity
(1-lowest,10-highest)
Probability of
occurrence
Probability of detection
RPN
A 5 7 4 140
B 6 3 5 90
C 4 5 2 40
Since A has highest priority as it has highest RPN value
FMEA
31
FMEA) is a step-by-step
approach for identifying all
possible failures in a design,
a manufacturing or assembly
process, or a product or
service. RPN helps in
indicating the failures which
have high risk impact. The
one’s with high RPN are
given priority.

Musts & Wants
Must have Want to have
Must covers all those key inputs which are essential for an
effective solution
Wants covers those non essential inputs which you want to
include

Cost of Quality
33
Quality Cost
Report
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Cost of
Quality
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Quality Cost
Report
Comparison
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Cost of Quality
Appraisal Cost External Failure Cost
Prevention Cost
The cost of any action taken to
investigate ,prevent or reduce the risk of
a non conformity
The cost associated with measuring ,checking or
evaluating products or services to assure
conformance to quality requirements
Internal Failure Cost
The cost incurred when products
and services do not conform to
specification
The cost incurred when products and services
do not conform to specification
Cost of Conformance Cost of Non-Conformance
34
Below slide indicates
the four broad
categories of quality
cost which have an
impact on the
company
performance.

Quality Cost Report
Types of Cost Quality Cost Percentage of sales
Prevention Cost
Type 1 35,000
10%
Type 2 10,000 45,000
Appraisal Cost
Type 1 20,000
2.7%
Type 2 30,000 50,000
Internal Failure Cost
Type 1 50,000
5%
Type 2 12,000 62,000
External Failure Cost
Type 1 25,000
7%
Type 2 30,000 55,000
35
On the basis of
various costs, a quality
cost report is prepared
which comprises of the
amount each cost has
on the overall product.

Quality Cost Report (Comparison)
Year 1 Year 2
Amount Percent Amount Percent
Prevention Cost 00.00 00.00 00.00 00.00
Appraisal Cost 00.00 00.00 00.00 00.00
Internal Failure Cost 00.00 00.00 00.00 00.00
External Failure Cost 00.00 00.00 00.00 00.00
Total Quality Cost 00.00 00.00 00.00 00.00
Total Sales 20,000 25% 10,000 15%

Quality Control
37
Quality Maintenance
Check sheet
Quality Maintenance
Check List
Control
Chart

0
1
2
3
4
5
6
7
8
9DefectRate
Months
Anatomy of Control Chart
Process change
CL
Quality Control Chart
Lower control limit
Process Improvement
LCL
UCL
Upper control limit
Center line
Unstable trend
38
We have created a
control chart which
specifies the defect rate
along with their control
limits. This would help
in controlling the defects
in the product and
ensure good quality.

Quality Control Check sheet
Name of data recorder
Location
Data collection date
Defect
type/event
Occurrence
Dates
Total
Sunday Monday Tuesday Wednesday Thursday Friday Saturday
Description 1 9 8 3 20
Description 2 1 4 5
Description 3 10 10
Description 4 3 6 9
Description 5 4 8
Description 6 6 1 7
Description 7 3 3 6
Description 8 2 2 4
Description 9 5 5
Total 0 13 6 20 11 4 0 74
39
This is a table highlighting
the defects found and their
count. This would help in
estimating the numbers of
defects occurring on a
daily basis so that
corrective actions can be
implemented instantly.

40
Purpose and Overview
Provide an overview of the process
you plan to plan to employ to
manage quality, describing the
items below at a high level Include
a problem definition or statement
and any relevant background
information
Metrics and Tools
This section describe the product
and project and process metrics
that will be captured and mentioned
for project and any tools that will be
used to do so
Scope
This section reference any standard
and guideline that will be used on the
project ,and addresses how
compliance with these standards and
guidelines will be determined and to
which project deliverable they will
apply. The project deliverables are
then evaluated against these criteria
before they are formally approved
Review and Audit Plan
This section specifies the schedule,
resources and methods to be used in
conducting project review and audits
Roles and Responsibilities
Describe who will be involved in the
quality management process. What
roles and teams will be required? If
so how often
Corrective Plan
Provide a high level description of planned
procedure used to prevent ,track or resolve
problems or issues identified in project
processes detected in QA reviews of this
project or previous similar projects. Use an
error report form
Quality Management Dashboard

41
Let’s have a
Coffee
Break
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11:00am-11:15am

Stacked Bar
43
50%
65%
-15%
-9%
40%
50%
-19%
-2%
-30% -20% -10% 0% 10% 20% 30% 40% 50% 60% 70%
› Product 01
and capture your audience's attention
› Product 02

Donut Pie Chart
44
22%
20%
15%
16%
10%
17%
2018
› Product 01
› Product 03
› Product 02
› Product 06
› Product 04
› Product 05

Scatter Chart
45
5
20
10 9
35
15
30 30
56
$0.00
$10.00
$20.00
$30.00
$40.00
$50.00
$60.00
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
› Product 01
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46
Profit(inPercentage)
30
50
70
90
40
60
80
100
0
10
20
30
40
50
60
70
80
90
100
2015 2016 2017 2018
Years
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based on data. Just left click on it and select “Edit Data”.
Combo
Chart
› Product 01
› Product 03
› Product 02

Our Mission
48
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Our Team
49
Designation
Name Here
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image. Just right click and
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Designation
Name Here
replace image.
Designation
Name Here
replace image.
Designation
Name Here
replace image.

About Us
50
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Target Audiences
Preferred by Many
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Values Client
and replace image.

Comparison
51
Male
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80%
Female
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70%

Financial
52
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Minimum
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Medium
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Maximum
85

53
It’s not just about being better. It’s
about being different. You need to
give people a reason to choose
your business.

Dashboard
54
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100
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100
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Low

Timeline
55
2014 2015 2016 2017 2018
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56
34%
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40%
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50%
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65%
Text Here
Our Target
needs and capture your audience's
attention.

Location
57
USA
Montana
Texas
35%
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65%
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Puzzle
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01
02
03
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Mind Map
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Bulb Or Idea

61
Thank
You
Address:
# street number, city, state
Contact Numbers:
0123456789
Email Address:
emailaddress123@gmail.com

Quality Management System Overview

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