The document discusses quality control and total quality management. It defines quality control as an effective system to integrate quality development, maintenance, and improvement efforts across an organization to enable production and service at economic levels that provide full customer satisfaction. It also discusses the application and steps of quality control. Total quality management emphasizes building quality into products and demands cooperation across an organization for continuous quality improvement.

1. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
Affiliated Institution of G.G.S.IP.U, Delhi
BBA(G)
Production &Operations
Management
Paper Code- BBA305
Paper ID- 17305

2. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
Quality
• According to C.D Lewis “ Quality is an asset
which may be offered to the potential
customer of a product or service”
• Quality means a degree to which a specific
product satisfies a particular class of
consumers.
• Quality is the degree to which it conforms to a
design specification

3. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
Quality Control
Quality Control is an effective system for
integrating the quality development, quality
maintenance and quality improvement efforts
Of various groups in an organization so as to
enable production and service , at the most
economic levels which allow for full customer
satisfaction .

4. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
Application of Quality Control
There are three broad areas of application of
Quality control
1. Incoming Material Control
2. Product Control
3. Process Control

5. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
Steps in Quality Control
W. Grant Ireson and Eugene L. Grant have
suggested the following steps in quality
control process
1. Control of Engineering quality
2. Control of purchased material quality
3. Control of manufacturing quality

6. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
Need and Importance of Quality
control
• Customer’s Satisfaction
• Economy
• Reduction in Scrap
• Goodwill Creation
• Increase in Profit

7. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
TQM(Total Quality Management)
TQM is the enlightened approach to quality,
emphasizes building quality into the product
By studying and improving activities that affect
Quality ,from marketing through design to
manufacturing
It is an active approach for continuous
improvement of quality. It demands co-
operation from everyone in the company

8. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
TQM
TQM owes its origin to two Americans
1. W. Edwards Deming
2. J.M Juran
It was launched first in Japan which was on the
process of rebuilding its Economy devastated
by World War II

9. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
Advantages
• It provides quality service at low cost.
• Involves continuous improvement
• View organization as an internal system.
• Provides customer satisfaction
• Team work among employees
• Focus on ways to accomplish task.

10. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
4 Pillars of TQM
• Synergistic Relationships
• Continuous Improvement and
Self Evaluation
• A System of Ongoing Process
• Leadership

11. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
Quality Circles(QC)
QC is a small group that performs quality control
activities within the shop .The group carries
out its work continuously as part of a
company –wide programme of quality control,
self development and improvement within
company
QC also aims at individual and group
development

12. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
QC
Successful implementation of Quality circles
Programme requires a massive effort on the part
of management
(a) Steering committee
(b)Circle leader
(c) Circle members
(d)Facilitators

13. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
Design Quality
The design of a product or service must
incorporate the features and attributes that
would satisfy the customer’s need.
The most important feature of the design ,with
regard to quality ,is the specification

14. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
Design Quality
The common dimensions of design quality of
product are:
1) Performance
2) Reliability
3) Serviceability
4) Reputation
5) Consistency
6) completeness

15. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75