CHAPTER III

Introduction to ISO 9000 & TQM

On completion of this period you would be able to know about
Concept of Quality discussed by

P. Crosby
W.Edwards Deming
Joseph Juran
Kaorv Ishikawa
Genichi Taguchi
Shigeo Shingo

Quality
Definition:

Quality is fitness for specific purpose.

Quality is the result of an intelligent effort
A good quality product that satisfies the customer in the aspects of
Dimensions
Surface finish
Weight
Taste
Odour
Appearance etc

Views of Philip Crosby

Philip Crosby is well known for the concept of

Do it Right First time
Zero defects
He has enlisted few essentials of quality management
Quality is defined as Conformanance to requirement
Quality is achieved by prevention not appraisal
Quality is achieved by producing with zero-defects
Quality is a measurement of price of non-conformanance

Views of W. Edward Deming

According to W.Edward Deming
Quality increases as as variability decreases
His points on promoting product or service quality are:

The root cause of the problem is to be identified and technical

solution is to be found
Inspection is to be carried out with quality building approach
Error free habits are to be practiced
Instructions and motivation should be effective

Views of Dr Joseph M. Juran

According to this gentlemen

Quality is to achieve through people rather than techniques
The details of his message are:
Quality must be planned
No-shortcut method to quality
Maintain close relationships with
Workers
Suppliers
Customers
Use problems as source of improvement

Views of Kaoru Ishikawa

According to him

Quality can be achieved only through

Education

Training

Commitment

He proposed

To form quality circles with massive participation of employees

Quality

Views of Genichi Taguchi

According to him

Quality is to be inducted at the stage of product design

He recommends:

To Study of all factors that influence on uniformity between

products and their performance during long run

Views of shigeo Shingo

According to him
He put forth the following principles for achieving quality:

Just in time inventory

Zero defect

Single minute exchange of tooling

Quality can be achieved in any organization, when

Employees want to do good job

Employees want to participate in decision making

Employees want to know about organisational goals and

problems

Employees want

Recognition

Responsibility

A feeling of self esteem

Principles of quality circles

Advantages

The participation of employees with quality consciousness leads to

Rise organization morale

Promote job involvement

Increase employees motivation

Create problem solving capability

Promote personal and leadership development

Improve communication in the organization

Promote cost reduction

Quality

Quality Control

Quality Assurance

Quality Management

Total Quality Management

ISO System
Basic Concepts of Quality

Can be defined as the conformance to requirements

Is continuous improvement
Is fitness for use

Quality can be defined as the totality of features and characteristics

of a product that bears on its ability to satisfy the stated or implied
needs --ASQC

The following parameters will describe the quality

Performance
Aesthetics
Special features:
convenience
high technology
Safety
Reliability
Durability
Perceived quality
Service after sale
Good quality leads to
Lower costs (less labor, rework, scrap)
Motivated employees
Market Share
Reputation
International competitiveness
Increased revenue generation (ultimate goal)

Importance of Quality

Is the industrial management technique using which products of

uniform acceptable quality

Is a technique of management for achieving required standard of

products
QC involves operational techniques and activities aimed at
Monitoring a process
Eliminating causes of unsatisfactory performance

Means to provide the necessary confidence to

The customer
The top management
That
All concerned are effectively carrying out their job
The product quality is as per customers qualification
Quality Assurance

There are three stages for making the quality product related to
quality assurance

Design stage

To ensure the quality of design in accordance with the

requirements of users

Manufacturing stage

To inspect whether the quality of product manufactured

confirms to design specification

Actual usage stage

To observe the performance in actual use, maintenance,

durability etc. with view to improve the product

Quality Assurance
Is a systematic set of operating procedures

Documented

Implemented

Maintained

Such systematic set of operating procedures ensures the consistent

growth of the business

Quality management includes

Strategic planning

Allocation of resources

Other systematic activities

Differences
Quality Management

Quality Assurance

Achieving results that satisfy the

requirements for quality

Motivated by stakeholders internal

to the organization, especially the
organizations management

Goal is to satisfy all stakeholders

Demonstrating that the

requirements for quality have
been (and can be) achieved
Motivated by stakeholders,
especially customers, external
to the organization
Goal is to satisfy all customers.

Overall quality-related performance

is the intended result.

Confidence in the organizations

products is the intended result

On completion of this period, you would be able to

Understand the elements of quality systems.

Objectives
Elements

Every organization should have a quality system

There are about twenty essential In the use of quality systems

Management responsibility

The management shall define and document its quality policy in

relation to overall corporate policy

Quality policy is communicated and understand by everyone in the

organization
Quality policy is viewed for continuous suitability

Quality Systems

Is a good system for achieving quality by way of

Procedures

Machines

Instructions etc
Top management should establish and maintain a quality system in

the documented form

A quality system ensures that the product confirms to the specified

requirements
Contact review

Establish and maintain the procedures for

Contract review
The coordination of these activities
Ensure that the requirements are adequatly
documented

Design control

The management

defined

and

Establishes an maintains procedures to control an verify

the design of the product
Design control ensures that the design output meets the design

input requirements
Document control

The management system should establish a documented procedure

for document for their
Control
Review
Change
Availability at the point of use
Legibility
Identification

Purchasing

Management shall ensure that the purchased product conforms to

specified requirements
Suppliers are to be
Evaluated
Selected
Monitored

Purchaser-supplied product

Quality system identifies and maintains procedures for

verification/storage and maintains purchasers supplied product

Product identification and traceability

Quality system identifies and maintains procedures for identifying

the product from applicable drawings

Quality system maintains procedures for tracing the history of a
product through recorded evidence

Process control

The management system should Identify and plan the

Production
Installation processes
Servicing processes
They directly affect the quality

Inspection and testing

Ensure the inspection of products and testing at each of the three

principal stages
Receiving
In process
Final
The records of these inspection and tests will be then objective
evidence of product quality

Inspection, measuring and test equipment

Management system should ensure the

Ensure the control, calibration and maintenance of

Inspection equipment

Measuring instruments

Test equipments

This is done to demonstrate the conformance of the product to the

specified requirements

Inspection and test status

Management system sets procedures for the control of inspection

and test status

Records and documents shall identify the inspection authority

responsible for release of conforming products

Control of non-conformity product

Quality management system should establish and maintain

procedures for the prevention of use of non-conforming product

Quality system ensures that the non conforming product is

identified for its disposition

Corrective action

Quality system has to establish and maintain procedures for

Investigating the causes of non conformity

Corrective action to prevent its reoccurrence

Handling, storage, packing and delivery

Quality management system is to establish and maintain

procedures for the products
Handling

Storage

Packaging

Delivery

Such documentation aims at preventing damage of the product

Quality records

Quality system is to establish and maintain procedures for

Record document

Such records shall be legible and identifiable to the product

involved

Internal quality records

The management shall plan and execute quality audits

To verify whether the quality activities comply with planned

arrangements

To determine the effectiveness of quality system

Training

Management shall establish and maintain procedures for

Identification of training needs

Servicing

Quality management system has to establish and maintain

procedures for

Performing Services

Verifying that servicing meets the specified requirements

Statistical techniques

Quality management system has to initiate procedures for

Identifying suitable statistical techniques to check

capability

Identifying Product characteristics

process

On completion of this period, you would be able to understand

What is meant by standard

Indian standards on quality systems

Standard:
Definition:

Is a model or argument of a rule established by

Authority
Consensus
Is create and used by various levels of interest
Ex:- Testing Standards

Safety Standards
6

A standard can be established for

A product
Performance
Capability
Arrangement
Method
Responsibility
Duty
Testing
Safety
It Is established for the purpose of verification and satisfaction

Indian standards on quality systems

Bureau of Indian standards (BIS) is the body which publishes

manual of standards on quality systems in India
In 1982 , IS10201 was published which describes
basic set of quality elements
Quality systems could be developed and implemented
BIS adopted the publication of international standards on quality
systems as IS14000 series of standards

IS 13999:1990

This standard defines basic and fundamental terms relating to

Quality systems
Tools
Technologies
They apply to product and services
For their preparation

End use

IS 14000:1990

This standard provides guidelines

For the selection
Use of ISO 9000 standard on quality
This standard clarifies the
Distinction
Inter relationship between ISO 9000 standards
A better understanding of ISO 9000 standards is possible

IS 14001:1990

This standard contains guidelines for the application of ISO 9001 to

Designers/developers

Production

Installation

Servicing etc

IS 14002:1990

This standard is used when the specified requirements for products

are to be stated in terms of an already established design or
specifications

IS 14003 :1990

This standard applies to situations where

The suppliers capabilities for inspection and tests can be
satisfactorily demonstrated
Is a model for quality analysis in final inspection and testing

IS 14004:1990

This standard together with IS 14000 provides

Guidance to all organizations on quality management

The objective of the standard is to

Minimize the cost of quality

Maximizing the benefits

Indian standard

characteristics

IS 13999:1990

Quality systems -vocabulary

IS 14000:1990

Quality systems- guide lines on selection and

use of standards on quality systems

IS 14001:1990

Quality systems-Model for quality assurance in

design/development, production, Installation
and servicing

Indian Standard Series

Indian Standard

Characteristics

IS 14002:1990

Quality systems model for quality

assurance in production and installation

IS 14003:1990

Quality systems-model for quality assurance

in final inspection and testing

IS 14004:1990

Quality systems- guidelines on elements of

quality management systems.

After completion of this topic, you would be able to understand about

Evaluation of ISO Standards.

ISO 9000 Series.

Evolution

It was located in Switzerland

It was established in 1947
To Develop common international standards in many
cases I S O

ISO
Evolution
Its members come from over 130 national bodies
In 1972, BSI UK published BS4 891
A guide to quality assurance
This standard was used as basic guidance for companies

willing to setup QMS

MIL standards were introduced in 1974

It is to facilitate international exchange of goods and services

In 1975, BSI published BS 5159
This standard was used by the purchases for evolution and
selection of vendors
To meet the grouping awareness of quality
BS5750 standard was developed by BSI in 1979
ISO revised and issued BS5750 in 1987 as ISO:9000series standard
on quality systems

It is a series of standards agreed upon by the International Organization

for Standardization (ISO)

Adopted in 1987
Agreed by more than 100 countries
Made prerequisite for global competition

ISO : 9000 Series

Promote standardization management of quality systems

These standards provide assurance to the buyer that the
supplier
Is well documented
Is well manufactured
Practiced quality systems
Ensures consistency in quality

Characteristics

Is the only available internationally accepted standard for QMS

It does not replace but complements the product standards
Applicable to all types of industries
Manufacturing
Service
It stands for systematic standardization and certification of the

system
It is a documentation oriented system

The basic terms to be followed for ISO 9000 certification are

First party
A firm audits itself against ISO 9000 standards

Second party
A customer audits its supplier

Third party

 A qualified or certifying agency acting as

auditor

This standard implies

Certification developed by ISO

Set of internationally recognized quality standards

Companies are periodically audited & certified

There are five standards in the ISO 9000 series

ISO 9000 to ISO 9004
ISO 9001, 9002 and 9003 are applicable to contractual
situations
ISO 9004 is for non-contractual cases and used for
internal management purpose

ISO 9000:

ISO 9001:

It furnishes the guide lines for selection and use of

quality standards

Manufacturing of house hold goods (TV, Refrigerator etc)

Of permissible goods (tooth paste etc)
Should work for ISO 9001 certification
ISO 9002:

Will not cover areas of design, development & servicing

Ex:- Steel plant, hospitals prefer ISO 9002

Provides a model from quality assurance only in

Production

Installation

ISO 9003:
Model for quality assurance in final inspection and test
ISO 9004:

Provides guidelines for quality management and quality

systems elements

There are five standards in the ISO 9000 series.

ISO 9000 to ISO 9004
ISO 9001, 9002 and 9003 are applicable to

Contractual situations

ISO 9004 is for non-contractual cases and used for internal

management purpose

ISO:9000 Certification
Benefits

ISO 9000 provides a competitive edge in the domestic and global

markets
It provides a climate for consistent improvement in quality
It reduces wastage and repairs

It
It
It
It

Gives international recognition of

Ability
Credibility
Expertise
The number of customers will increase by international recognition

Improves supplier producer relationship

Motivate the employees

Develops pride in employees for achieving excellence

maintains streamlined records

maintains streamlined material handling and storage
changes the attitude of workers
enables the company to build customer confidence

Drawbacks

Implementation of this system needs high resource demand

Assessment and registration are expensive

Work culture need to be changed or improved

Upgrading of manufacturing and test facilities is essential

A companys dedication and will to improve are the key function for
success

Unless carefully planned, the system can become non cost effective

Beneficiaries

The ISO 9000 certificate provides recognition in

international

markets
Today more than 45 countries worldwide have got ISO 9000

certification
About 3000 Indian companies have been awarded ISO 9000

certification
Apart from manufacturing sectors, service sectors are also getting
ISO 9000 certifications

ISO:9000 Series
Some Indian industries having ISO certification

Reliance industries limited ISO 14001

Nilkamal plastics limited ISO 9002 & ISO 14001
Ashok Leyland limited ISO 9002
L & T constructions ISO 9001
BHEL, Hyderabad ISO 9001
Finolex cables limited ISO 9002
Vijay garments limited, chennai ISO 9000;1994
Moser baer india limited ISO 9002

The five keys to total quality management (TQM)

5 S

It is a TQE developed in Japan

It is a campaign dedicated to organize the workplace like
Office
Stores
Open spaces
It encourages
To keep the work place neat
To maintain good working conditions

Why 5-S
Dr Deming has said
We shall try and develop an environment in which the employees

enjoy their work and take work pride in it

Our feelings thoughts are functions of out work place

For Ex: Feelings/thoughts that evaluate when we visit a temple are

different are different from when we visit a graveyard

Similarly an organized work place will generate good

feelings/thoughts which will reflect on the quality of the output

The Personal Equation:

The employees spend more time in the factory /office than with
their families daily given day

Equation:

24 hrs 8 hrs sleeping = 16 hrs

16 hrs - 8 hrs office = 8 hrs
8 hrs 2 hrs Misc works = 6 hrs
Time left for family = 6 hrs

Hence:

Office time (8) > family time (6)

For Employees:

It provides an opportunity from finding better ways of doing things

to make

Their Jobs easier

Their output better
Their lives were comfortable

It is determination by every employee:

To
To
To
To
To

organize the work place

keep it
keep it
maintain standardized working conditions
maintain discipline

- (seiri)
- (seiton)
- (seiso)
- (seiketsu)
- (shitsuke)

What is 5-S Environment

It
It
It
It

is a common sense approach for work place organization

changes the way people think
changes the way people work
leads to breakthrough improvements in its business operations

5-S Movement
This means:

Distinguish between necessary and unnecessary things

To put things in order

1-S Seiri (organization)

Steps:
Remove all unnecessary tools/items from shop floor
Remove unnecessary papers from files
Discard old files/stationary not in use
Give a horizontal( vertical look to remove all unnecessary item
Benefits of 1-S
Systematic Arrangement

The emphasis here is search elimination

A place for everything and everything in its place

2-S, Seiton (Neatness)

Systematic Arrangement
Steps:

Ensure rational layout of

Machines
Equipment
Cabinets
Use labels/Color codes to identify
Use index for
Flags
Records
Drawings
Plan storage for easy irretrievability

Means

Cleaning not for beatification alone but with as sense of purpose

Getting rid of

Waste

Grime

Foreign matter

It is a form of inspection

3-S, Seiso (Cleaning)

Steps:

Sweeping floors and surroundings

Dusting to make dirt free

Wiping to make oil/Greece /moisture free

Polishing and Painting

Marinating sparkling cleanliness

Cleanup work place after use

Cleanup machines/tools after use

Clean light bulbs/fans/shades/reflectors

Clean the waste bins at the end of shift/day

Develop standard of clearing

Assign clean responsibility and schedules for cleaning

3-S, Seiso (Cleaning)

Benefits of 3-S
Standardization Means

Develop standardized work place

Maintain safe/hygienic conditions

Standardization Means

Continually and repeatedly maintaining the

4-S, Seiketsu (Standardization)

Steps:

Develop schedule for cleaning

Wash rooms/toilets

Canteens

Kitchen

Earmark smoking and eating are

Develop and mainitain daily/weekly/monthly maintenance schedule

for machinery

Identify 5 S areas

Develop standards and evaluation criteria with workman

Establish feedback procedures

Analyze the root cause, take corrective action

4-S, Seiketsu (Standardization)

Benefits of 4-S
Means

Training the personnel in 5-S

Developing the ability to do things

Teaching everyone what needs to be done

5-S, Shitsuke (Self Discipline)

Steps:

Maintain punctuality

Be silence in following the rules

Display correct work procedures

Develop Action plans for maintaining standards

Make the standards easily understandable

Benefits:

Nice to work in a

Clean

Beautiful

Organized work place

Time taken to reach things minimized

Less time wasted in material naming

Problems detected at a faster rate

More usable space

Lower cost of production

Better preventive maintenance

Helps employee involvement

Reduction in errors/defects

Lesser accidents

Higher employee move

Consistent and better quality product