QUALITY

MANAGEMENT

BY
RAMYAPUSHKARRAJ
 Quality-Definitions
 Quality is excellence that is better than a minimum
standard. It is conformance to standards and
‘fitness to purpose’
 Quality can be defined as meeting the customer's
expectations or exceeding the customer
expectations achieved by way of deliverables
and/or activities performed to produce those
deliverables.
 ISO 9000:2000 definition of quality-
It is a degree to which a set of inherent
characteristics fulfills requirements.
 Effective Quality
Management
Overview of QM
 Principles

 Quality management adopts a number of management

principles[2] that can be used by upper management to
guide their organizations 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 standards

 The International Organization for

Standardization (ISO) created the Quality
Management System (QMS) standards in 1987.
They were the ISO 9000:1987 series of
standards comprising ISO 9001:1987, ISO
9002:1987 and ISO 9003:1987; which were
applicable in different types of industries,
based on the type of activity or process:
designing, production or service delivery.
 Project Quality Plan
 Project Quality Plan can be defined as a set of
activities planned at the beginning of the project
that helps achieve Quality in the Project being
executed.
 The Purpose of the Project Quality Plan is to define
these activities / tasks that intends to deliver
products while focussing on achieving customer's
quality expectations. These activities / tasks are
defined on the basis of the quality standards set by
the organization delivering the product.
When company invests in quality management it allows
to increase quality of business processes and this will
decrease probability of unexpected difficulties and
troubles (probability of spoilage), so customers will get
products or services of higher quality. Higher quality of
production process should decrease prime cost of final
product or service, so company will get opportunity to
provide customers with a better price.
 Quality Elements
 The following list provides you the various Quality Elements that
should be included in a detailed Project Quality Plan:
 Management Responsibility. Describes the quality
responsibilities of all stakeholders.
 Documented Quality Management System. This refers to the
existing Quality Procedures that have been standardized and
used within the organization.
 Design Control. This specifies the procedures for Design
Review, Sign-Off, Design Changes and Design Waivers of
requirements.
 Document Control. This defines the process to control Project
Documents at each Project Phase.
 Purchasing. This defines Quality Control and Quality
Requirements for sub-contracting any part / whole part of the
project.
 Inspection Testing. This details the plans for Acceptance
Testing and Integration Testing.
 Nonconformance. This defines the procedures to handle any
type of nonconformance work. The procedures include defining
responsibilities, defining conditions and availability of required
documentation in such cases.
 Corrective Actions. This describes the procedures for taking
Corrective Actions for the problems encountered during project
execution.
 Quality Records. This describes the procedures for maintaining
the Quality Records (metrics, variance reports, executed
checklists etc) during project execution as well as after the
project completion.
 Quality Audits. An internal audit should be planned and
implemented during each phase of the project.
 Training. This should specify any training requirements for the
project team.
 TQM

TOTAL
QUALITY
MANAGEMENT
TQM-Definitions
 Total = Made up of whole
 Quality = Degree of excellence a product/service
provides
 Management = Act/art(manner of handling,
controlling, directing, etc..)
TQM is an art of managing the whole to achieve
excellence
 Needs of TQM
 Rising Customer Expectations
 Increasing competitive pressure
 Changing perceptions of customers
 Internal pressure for improvement
 Managers and workforce perceptions
 To survive
 Basic concepts of TQM
 Set the goals and achieve them
 Customer satisfaction(unwavering focus)
 Workforce participation
 Quality orientation
 Quality improvement
 Success of TQM
 Reduction in complaints
 Involvement of all the workforce
 Recognition by the customers
 Improved attitudes at & to work
 Reduction in errors
 Increases productivity
 Problem solving tool
 Quality
 Quality = Performance/Expectation
 If Quality > 1 (customer has good feeling about the
product)
 Performance/Expectation is based upon perception.
Quality Management System
 Case study – Quality of Mercedes Benz

Mercedes-Benz is a German manufacturer of automobiles, buses, coaches,

and trucks. Mercedes Benz- a dream of every car lover, most elegant in
beauty, most innovative in design, most advanced in technology- this is
luxury at its best. Mercedes Benz, a flagship brand from Daimler AG,
Germany, recipient of various awards and accolades for its design, quality,
safety and customer satisfaction, is world's best selling luxury sedan car
equipped and powered with lots of new age features that you would like to
flaunt on road with proud. Referred as the "best car in the world" by
motoring magazines, the vehicle is elegant and offers visionary technology
innovations. The interior of the car allows you to reach everywhere
effortlessly. It has electrically adjustable seats. The steering wheel glides up
when the key from the ignition is removed in order to allow easy exit and
entry.
Highest-Quality Cars Of 2010
 Mercedes Benz had maintained a reputation for its
quality and durability for more than 100 YEARS.
 The first production car was the 1894 Benz Velo
which participated in the first recorded car race,
the Paris-Rouen race. In 1895, Benz built his first
truck.
 Pope Benedict xvi is using Mercedes-Benz in
brazil.
The following is a Picture which denotes the inconvenience caused
do the lack of quality in work after cutting down the trees

Guess what!