QUALITY MANAGEMENT

Dr. J.M.ARUL KAMARAJ DEPT.OF SOCIAL WORK, LOYOLA COLLEGE

CONCEPT & MEANING

Quality Management is the process of identifying and administering the activities needed to achieve the quality objectives of an organization. Quality management is regarded as system approach consisting of input which after processing transformed into desired output.

 Quality management refers to systematic policies, methods, and procedures used to ensure that goods and services are produced with appropriate levels of quality to meet the needs of customers.

QUALITY MANAGEMENT TRIANGLE

TO NEVER-ENDING QUALITY IMPROVEMENT

COMMITMENT

INVOLVEMENT

SCIENTIFIC KNOWLEDGE

DEFINITION
Quality management is a system of continuous improvement employing participative management and centred on the needs of customers - Jurow and Barnard Quality management is an approach to improving the competitiveness, effectiveness and flexibility of a whole organisation , a way of planning, organising and understanding each activity and it depends on each individual at each level - Oakland

PRINCIPLES OF QUALITY MANAGEMENT

Quality management adopts a number of management principles that can be used by upper management to guide their organisations towards improved performance. The principles cover: Customer focus Leadership Involvement of people Process approach System approach to management Continual improvement Factual approach to decision making Mutually beneficial supplier relationships

QUALITY MANAGEMENT TECHNIQUES

There are many methods for quality improvement. These cover product improvement, process improvement and people based improvement. In the following list are methods of quality management and techniques that incorporate and drive quality improvement: ISO 9004:2008 guidelines for performance improvement. ISO 15504 -4: 2005 information technology process assessment Part 4: Guidance on use for process improvement and process capability determination. QFD quality function deployment, also known as the house of quality approach. KAIZEN - Japanese for change for the better; the common English term is continuous improvement. .

 Zero Defect Program created by NEC Corporation of Japan, based upon statistical process control and one of the inputs for the inventors of Six Sigma. Six Sigma - 6, Six Sigma combines established methods such as statistical process control, design of experiments and FMEA in an overall framework PDCA - plan, do, check, act cycle for quality control purposes. Quality Circle a group (people oriented) approach to improvement. Taguchi methods - statistical oriented methods including quality robustness, quality loss function, and target specifications. Kansei engineering - an approach that focuses on capturing customer emotional feedback about products to drive improvement. TQM Total Quality Management is a management strategy aimed at embedding awareness of quality in all organizational processes. TRIZ - meaning "theory of inventive problem solving" BPR Business Process Reengineering , a management approach aiming at 'clean slate' improvements (That is, ignoring existing practices). OQM Object Oriented Quality Management, a model for quality management

APPROACHES OF QUALITY MANAGEMENT

Quality management can be considered to have three main components: Quality Control Quality Assurance Quality Improvement Quality management is focused not only on product/service quality, but also the means to achieve it. Quality management therefore uses quality assurance and control of processes as well as products to achieve more consistent quality

QUALITY ASSURANCE
Quality Assurance refers to the management system of an organisation which provides assurance that the design, manufacture, inspection and testing have been correctly carried out to the required standard and provide evidence that this has taken place

 It is a process of measuring quality, analysing the deficiencies discovered, and taking actions to improve performance followed by measuring quality again to determine whether improvement has been achieved. It is a systematic cyclic activity using standards of measurement. It is a systematic process for closing the gap between actual performance and desirable outcomes. It is a managerial transformation designed to address the needs and opportunities of all organisations as they try to cope with increasing change, complexity and tension within their environments.

Quality Assurance is that set of activities that are carried out to set standards and to monitor and improve performance so that the care provided is as effective and as safe as possible.
- Quality Assurance Project 1993

QUALITY ASSURANCE
Quality assurance is more than quality control. Assurance encompasses control beyond just inspection and testing. QA requires a structured approach to prevention problems through planned and systematic activities such as specification, review, monitoring and documentation. QA demands a quality management system. The quality assurance programme is aimed at providing evidence and establishing confidence about product quality.

 Depending upon the nature and complexity of the product, such evidence is perceived by customers by:
Direct sensory examination Acceptance testing and / or usage Life tests results, prior reputation , warranty clauses and usage data. Periodic surveys and audits.

 Quality assurance programme also provides basis for obtaining and evaluating
Reports of complaints and return of products Reports on tests conducted at customers. Reports of life-tests, surveys, audit and returns Usage of data

THREE ASPECTS OF QUALITY ASSURANCE

INSPECTION & TRAINING: - Components, assemblies and products at various control points and inspection and testing of vendor / standard items for acceptance. QUALITY AUDIT SYSTEM: - Used for independent periodic reviews of practices QUALITY AND RELIABILITY: - It is a programme for assuring reasonable performance over the predicted life of a product.

ACTIVITIES UNDER QUALITY ASSURANCE

To ensure and prove the criterion Fitness for use , it covers
Receiving inspection Stage inspection Process control Final inspection Performance testing Life and reliability testing Surveys and audits of shop practices and quality control problems. Control of tools, measuring instruments Field complaints Analysis of rejection and rework Analysis of cost of quality.