This document provides definitions and explanations of key quality-related terms including quality, quality control, statistical quality control, total quality management, and ISO 9000. It discusses the different phases of quality including quality of concept, design, production, conformance, and performance. It also covers quality control techniques like inspection planning, control charts, and statistical process control. The document outlines principles of total quality management and benefits of the ISO 9000 quality management system standard.

1. QUALITY, QUALITY
CONTROL, SQC, TQM,ISO
9000

2. QUALITY – BASIC DEFINTIONS
• IS A RELATIVE TERM & USED WITH THE END USE
OF THE PRODUCT.
• FITNESS FOR USE:- IF WORKS WELL FOR WHICH
IT IS MADE. –J.M.JURAN
• GRADE: IS A DISTINGUISHING FEATURE /
GRADE/PRODUCT APPEARANCE/ LIFE/
RELIABILITY/ TASTE/ ODOUR/ ALL
CHARACTERISTICS.
• DEGREE OF PERFORMANCE: BASED ON
COMPARATIVE TEST BY CUSTOMER

3. QUALITY – BASIC DEFINTIONS
• DEGREE OF EXELLANCE: MEASURE OF GENERAL EXELLANCE
• CUSTOMER SATISFACTION: J M JURAN
• DEGREE OF CONFORMANCE : COMPLIANCE TO THE
SPECIFICATIONS -CROSBY
• OUTPUT (GOODS /SERVICES) OF THE PROCESS MUST BE OF
HIGHEST STANDARD.
• FREEDOM FROM DEFECTS
• DELIGHTING CUSTOMERS
• ISO-8402 -TOTALITY OF FEATURES AND CHARACTERISTICS
OF A PRODUCT OR SERVICE THAT BEARS ON ITS ABILITY TO
SATISFY THE CUSTOMER.
• Q=P/E , P=PERFORMANCE, E=CUSTOMERS EXPECTATIONS

4. PHASES OF QUALITY
• QUALITY OF CONCEPT - OWNER
• QUALITY OF DESIGN - ENGINEER
• QUALITY OF PRODUCTION-
MANUFACTURER
• QUALITY OF CONFORMANCE- PRODUCER
• QUALITY OF PERFORMANCE
-USER,COSTOMER

5. 1.QUALITY OF CONCEPT - OWNER
• CLEAR IDEA OF OUTPUT/PRODUCT/
SERVICES
• AVAILABILITY & NEED OF
CUSTOMERS
• AVAILABITY OF RESOURCES
• MARKET DEMANDS
• FUNDS AVAILABILTY

6. 2.QUALITY OF DESIGN -
ENGINEER
• TECHNICAL DETAILS / TECH. KNOW
HOW
• DESIGNS
• DRAWINGS
• SPECIFICATIONS
• TECHNICAL HANDS

7. 3. QUALITY OF PRODUCTION-
MANUFACTURER/ CONTRACTOR
• ACTUAL EXECUTION PHASE
• PM TECH. ARE USED FOR PLANNING,
SCHEDULING, EXECUTION, CONTROLLING.
• QUALITY OF RAW MATERIALS(INPUTS)
• QULITY OF PROCESS
• INSPECTION
• REJECTION
• QULITY OF OUT PUT (PRODUCT/SERVICES)

8. 4.QUALITY OF CONFORMANCE-
TO SPECIFICATIONS
• TO THE EXTENT THE PRODUCT MANUFACTURED
CONFORMS TO THE DESIGN SPECIFICATIONS
AND TOLERANCE.
• REFERS TO QUALITY OF END PRODUCT
• GOOD DESIGN WITH GOOD EXECUTION LEADS
TO GOOD QUALITY OF PRODUCT.
• SPECIFICATIONS ARE THE MEAUURABLE AND
NON MEASURABLE CHARACTERISTICS OF THE
PRODUCT.
• IF NOT CONFORMING- REJECTION

9. 5. QUALITY OF PERFORMANCE
-USER,COSTOMER
• HOW PRODUCT/ SERVICE SATISFIES THE
CUSTOMER.
• ACTUAL PERFORMANCE OF THE PRODUCT.
• DURABILITY ASPECTS.
• LIFE OF THE PRODUCT/SERVICE.
• USER/ CUSTOMER BECOME MARKETING
PERSONNEL.
• PRODUCT MAY BE WASHED AWAY IF
PERFORMANC FAILS.

10. QUALITY CONTROL
• ONE OF IMPORTANT FUNCTIONS OF MGMNT.
• A SET OF TOOLS AND TECH. BY WHICH PRODUCTS ARE
MADE TO COMPLY WITH THE SPECIFICATIONS AT
MINIMUM COST TO THE FIRM.
• CONCERND WITH MAKING THINGS RIGHT THAN
DISCOVERING AND REJECTING THOSE MADE WRONG.
• AFFECTS THE EXCELLANCE OF END PRODUCTS.
• ISO-8402,OPERATIONAL TECH. AND ACTIVITIES THAT
ARE USED TO FULLFILL REQUIREMENTS FOR QUALITY.
• P-D-C-A –DEMING CYCLE
• PLAN-DO-CHECK-ACT

11. QC AND INSPECTION
• QC AIMS TO PRODUCE BETTER QUALITY PRODUCTS AT
THE LEAST COST AND INSPECTION IS ONE OF THE
TOOLS.
• QC FINDS THE CAUSES OF VARIATIONS & SUGGESTS
METHODS TO REDUCE THE VARIATIONS WHILE
INSPECTION IS THE APPICATIONS OF TESTS AND
MEASURING DEVICE TO COMPARE THE PRODUCTS
AND THEIR PERFORMANCE WITH SPECIFIED
STANDARDS.
• QC DETERMINES WHAT, WHEN AND HOW MUCH TO
IINSPECT WHILE INSPECTION ACTUALLY CONDUCTS
EXAMINATION OF GOODS TO ACHIEVE QUALITY.

12. INSPECTION
• DOES NOT ADD ANY VALUE TO THE PRODUCT
BUT ADDS TO ITS COST.
• TOO MUCH INSPECTION IS NEEDLESS
EXPENCE AND TOO LITTLE INSPECTION MAY
NOT PROVIDE REQUISITE QUALITY
ASSURANCE.

13. INSPECTION PLANNING-6
STEPS
• WHAT TO INSPECT--SPECIFICATIONS
• WHEN TO INSPECT-STAGE
• WHERE TO INSPECT--PLACES
• HOW MUCH TO INSPECT---INSPECT CENT
% /SAMPLING
• WHO SHOULD INSPECT- PERSON IN CHARGE
• HOW TO INSPECT—MODE OF OPERATION.

14. WHAT to inspect
• Product inspected for Quality Characteristics
• Specifications are tools for inspection
• Each & every quality characteristics may not
be checked.
• Only which affecting the performance be
checked.
• Blue prints, operation sheets, bill of quantities
etc .. Checked.

15. WHEN to inspect
• Inspection, sampling or cent percentage on all incoming
materials, semi finished items, brought out components, tools
• Floor inspection or patrolling.
• Inspection on components before transferring to other depts.
• Inspection to any process where rework is not possible.
• Prior to costlier operations.
• Which is likely to endanger costly tooling.
• Prior to shipment.
• On all jobs received back from a customer as defective.

16. WHERE to inspect
• Incoming materials
• Manufactured parts
• Finished product
• Jigs & fixtures
• Tools.
• Gauges

17. HOW to inspect-
manual or mechanical
• Measuring instruments
• Limit gauges
• Air gauges
• Multiple gauging
• Optical comparators
• Automatic gauging
• Non destructive gauging

18. How much to inspect
• Either on each piece (cent percent
inspection)
• On samples (sampling inspection)-practical-
includes determination of lot sizes, sample
sizes, number of defectives that are
permissible.
• Single sampling plan
• Double sampling plan
• Multiple sampling plan
• Sequential sampling plan

19. S Q C –STATISTICAL QUALITY
CONTROL
• QC BASED ON STATISTICAL
PRINCIPLES.
• 3 activities are included.
• Systematic collection and recording
of datas, analyzing the data,
practical engineering or
management action.

20. SQC
• Uses 3 scientific techniques.
• 1. Sampling Inspection
• 2. Analysis of data
• 3. Control charts.

21. Control Charts
• Quality characteristics – two types-
measurable and non measurable.
• First ie Quality characteristics which are
variables, length, weight, age.
• Average charts-X bar charts, and Range charts
R-charts are used.
• Second ie- properties which are attributes,
non measurable, called p-charts, np charts,
and c charts.

22. TQM- TOTAL QUALITY
MANAGEMENT
• IS A WAY TO IMPROVE QUALITY OF
PRODUCTS & SERVICES.
• IT INCLUDES ALL EMPLOYEES OF
ORGANISATION.
• IS A COST EFFECTIVE SYSTEM FOR
INTEGRATING THE CONTINUOUS QUALITY
IMPROVEMENT EFFORTS OF PEOPLE AT ALL
LEVELS IN AN ORGANISATION WHICH
ENSURES CUSTOMER SATISFACTION.

23. TQM
• TQM INCLUDES
• ALL AREAS AND FUNCTIONS
• ALL ACTIVITIES
• ALL EMPLOYEES
• ALWAYS (AT ALL TIMES)
• ALL PLACES.

24. KEY PRINCIPLES OF TQM
• 1.CUSTOMER FOCUS
FUNDAMENTAL PURPOSE OF ANY BUSINESS IS
TO CREATE A CUSTOMER.---PETER DRUCKER
• 2.CONTINUOUS IMPROVEMENT
USING P-D-C-A CYCLE
• 3.MEASUREMENTS
WHAT U MEASURE ONLY U CAN CONTROL
AND IMPROVE.
• 4.PEOPLE INVOLVEMENT

25. KEY PRINCIPLES OF TQM
• 5.TRAINING AND EDUCATION TRAINING.
INCREASES EMPLOYEES UNDERSTANDING OF
THE PROCESS,REDUCE ERRORS, IMPROVES
PRODUCTIVITY ETC
• 6.QUALITY IMPROVEMENT TEAMS.
COMMITTIES INVOLVING PEOPLE FROM ALL
DEPARTMENTS SET UP BY MGMNT.
• 7.COST OF QUALITY
ALL COSTS INVOLVED IN ACHIEVING QUALITY
OF PRODUCT.

26. KEY PRINCIPLES OF TQM
8.DO IT RIGHT FIRST TIME.
9. PROCESS EMPHASIS
85% ARE PROCESS PROBLEMS, 15% BY
INDIVIDUAL ERRORS.
10.QUALITY MANAGEMENT SYSTEM
QUALITY NEVER HAPPENS BY CHANCE.
IT IS ALWAYS THE RESULT OF ORGANISED
SYSTEMATIC EFFORT. IS ACHIEVED BY
QUALITY MANAGEMENT SYSTEM.

27. QUALITY GURUS
• 1.DR.W.E.DEMING
• 2.DR.JOSEPH JURAN
• 3. PHILIP B CROSBY

28. BENEFITS OF TQM
• 1.GREATER CUSTOMER SATISFACTION
• 2.LOWER COST OF MANUFACTURING
• 3. LOWER INVENTORY INVESTMENT.
• 4.LESSER COST OF PROCUREMENT
• 5.LOWEST COST OF INSPECTION
• 6.REDUCTION IN PRODUCT DEVELOPMENT
TIME.

29. ISO 9000
• INTERNATIONAL ORGANIZATION FOR STANDARDISATION.
• ISO 9000 IS ONLY AVAILABLE INTERNATIONALLY ACCEPTED
QUALITY MANAGEMENT SYSTEM IN THE WORLD..
• IT PROVIDES NECESSARY GUIDELINESFOR MANUFACTURING
AND SERVICE ORGANISATIONSIN FORMULATING QUALITY
SYSTEMS.
• ACCREDITATION TO ISO 9000 STDS IS IMPORTANT IN
COMPETATIVE DOMESIC MARKET AND ACCESS TO GLOBAL
MARKET.
• OLD SYSTEM HAD 9000, 9001,9002,9003 & 9004
• NEW SYSTEM IS CHANGED AS ISO 9001-2008.

30. ISO 9000
• CERTIFICATION TO ISO 9000 DOEES NOT
ENSURE EXELLANT PRODUCT.
• IT ENSURES THATPRODUCT OF A CERTAIN
QUALITY WILL STAY AT SAME LEVEL OFD
QUALITY.
• DOCUMENTATION OF PROCEDURES AVOIDS
MISINTERPRTATION AND MALPRACTICES.

31. ISO 9000
• CERTIFICATION OF QUALITY SYSTEMS BY A
THIRD PARTY THROUGH A MECHANISM OF
REGISTRATION.
• ON SUCESSFUL COMPLETION OF AUDIT, THE
COMPANY GETS REGISTRATION CERTIFICATE
WHICH CERTIFIES THAT QUALITY SYSTEM OF
COMPANY ARE IN COMPLIANCE WITH ISO
STANDARDS.
• DO WHAT U SAY AND SAY WHAT U DO.

32. Characteristics of ISO 9000
• Only available internationally accepted
standard for quality.
• Standards are independent of products,
services and country.
• Can be applied in all types of industries,
organizations, manufacturing or service.
• Standards relate to quality system and not to
product system.
• ISO 9000 leads to continuous improvement.

33. QS CERTIFICATION PROCEDURE
• Making an application to certifying authority.
• Audit the quality manual by certifying body.
• Preliminary visit
• Assessment of the firms quality system
• Correction action by company to eliminate
non conformalities.
• Granting of license.
• Maintenance of the license.

34. MAJOR CERTIFICATION AGENCIES
• BVQI ,BSI, ASA, BIS, IRQS
• DNV
• STQC
• RINA
• LRQA

35. Thank you