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c 

Rajiv Rathi (MBA)-Nov 2008


 
 

! t Dictiona
o a of c nc of a thin
! Amican Socit fo Qua it
o tota it
of fatu ana chaactitic
that atif na
!
onum ana Poauc
P ctiv
 
  

 
! Fitness for use
o how w oauct o vic
ao what it i u oa to
! ‘uality of design
o ainin qua it
chaactitic into a
oauct o vic
! A Mca ana a Foa a
qua  ³fit fo u ut with
aiffnt ain aimnion
r 
  



 
! Pfomanc
o aic o atin chaactitic of a oauct; how
w a ca i hana a o it a mi a
! Fatu
o ³ta itm aaaa to aic fatu uch a a
to
D o a ath intio in a ca
! R iai it
o oai it that a oauct wi o at o  
within an  cta tim fam; that i a TV wi
wo without  ai fo aout vn a
r 
  



  
!
onfomanc
o a to which a oauct mt ta iha
tanaaa
! Duai it
o how on oauct at fo  acmnt
! Svicai it
o a of ttin  ai  a of  ai cout
ana com tnc of  ai on
r 
  



  
! Athtic
o how a oauct oo f  ouna
m  o tat
! Saft
o auanc that cutom wi not uff
inju o ham fom a oauct; an
 cia  im otant coniaation fo
automoi 
! Pc tion
o ujctiv c tion aa on ana
nam aavtiin ana th i
r 
  

! Tim ana Tim in
o Mow on mut a cutom wait fo vic
ana i it com ta on tim
o  an ovniht aca a iva ovniht
!
om tn
o  vthin cutom aa fo oviaa
o  a mai oa fom a cata ou com an
com t whn a iva
r 
  
 
!
out
o Mow a cutom tata  m o
o A cata ou hon o ato nic ana a
thi voic aant
!
onitnc
o  th am v of vic oviaa to ach
cutom ach tim
o  ou nw a  a iva on tim v
monin
r 
  
 
! Accii it ana convninc
o Mow a i it to otain vic
o Do a vic  ntativ anw ou ca  quic 
! Accuac
o  th vic foma iht v tim
o  ou an o cait caa tatmnt coct v month
! R onivn
o Mow w ao th com an act to unuua ituation
o Mow w i a t  hon o ato a  to  ona to a
cutom qution
 
  

 
! Qua it of
onfomanc
o Mainu a oauct o vic i oauca
accoain to ain
Õ if nw ti ao not confom to  cification th
wo 
Õ if a hot oom i not c an whn a ut chc
in th hot i not functionin accoain to
 cification of it ain
c  
  

!
ommitmnt to qua it thouhout oanization
! Pinci  of TQM
o
utom-ointa
o aahi
o m o nvo vmnt
o
ontinuou im ovmnt
o Su i Patnhi
o Statitica mthoa
o Tainin ana aucation

  



! a t Shwat
o n 1920 av o a conto chat
o ntoauca th tm ³^  

!  awaa Dmin
o Dv o a cou auin o a a  to tach
tatitica qua it-conto tchniqu to nin ana
cutiv of com ani that w mi ita u i
o Aft th wa an tachin tatitica qua it conto to
Ja an com ani
! Jo h M Juan
o Fo owa Dmin to Ja an in 1954
o Focua on tatic qua it annin

  

 

! Amana V Finaum
o n 1951 intoauca conc t of tota qua it conto ana
continuou qua it im ovmnt
! Phi i
o
o n 1979 m haiza that cot of oo qua it fa
outwih th cot of vntin oo qua it
o n 1984 afina ao ut of qua it manamnt²
confomanc to quimnt vntion ana ³zo
afct
! aou hiawa
o Pomota u of qua it cic 
o Dv o a ³fihon aiaam
o m haiza im otanc of intna cutom
r 

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4 Act º Plan
Institutionalize Identify
improvement; problem and
continue cycle develop plan
for
improvement

 Study/Check  Do
Assess plan; is it Implement plan
working? on a test basis
c #

! ‰ Partnering
o a  ationhi twn a com an ana
it u i aa on mutua qua it
tanaaa
! ‰ Customers
o tm mut mau cutom
atifaction
! ‰ Information Technology
o infatuctu of haawa ntwo
ana oftwa nca to u ot a
qua it oam

  $ 
%  &  

! Participative
problem solving
o m o invo va in
qua it manamnt
o v m o ha
unaon tniv
tainin to ovia qua it
vic to Din ut

    Organization
8-º members
Same area
Supervisor/moderator

Training
Presentation Group processes
Implementation Data collection
Monitoring Problem analysis

Problem
Solution Identification
Problem results List alternatives
Consensus
Brainstorming
Problem
Analysis
Cause and effect
Data collection and
analysis
  $   
c 

! ¦   


!    o 
!      
 
! 
   

'

! A oc fo av o in ana a ivin


na fct oauct ana vic
! Mau of how much a oc aviat
fom fction
! 4 afct  mi ion o otuniti
!
ham ion
o an cutiv  oni  fo ojct ucc
&
()

%

!  atin Main o fom 98% to 255%
! Vaia  manufactuin cot f 50%
! n tim a ivi im ova 85%
! Poauct qua it im ova 87%
! Bi in Mita f 87%
!
a ita  naitu acaa 40%
) *) 
) 
! Black Belt
o ojct aa
! Master Black Belt
o a tach ana mnto
fo B ac B t
! Green Belts
o ojct tam
mm
'r"$
DFN MASUR ANA  MPRV
NTR

7 000 DPM
cot = 25% of
a  4 DPM
c 

! Principles of T‘M apply equally well to
services and manufacturing
! Services and manufacturing companies
have similar inputs but different
processes and outputs
! Services tend to be labor intensive
! Service defects are not always easy to
measure because service output is not
usually a tangible item

  " (


! Bnchma
o ³t v of qua it
achivmnt on
com an o com ani
 to achiv
! Tim in
o how quic  a vic
i oviaa
u^ 
    


  
 
 " 

Ô MBER OF
CA SE DEFECTS PERCEÔTAGE
Poor design 8 64 %
Wrong part dimensions º6 º
Defective parts º º
Incorrect machine calibration 7 6
Operator errors 4 
Defective material  
Surface abrasions  
º º %
7
64)
6  !


4
Percent from each cause



º)
º)
º 6)
) ) )


Poor Design
Defective parts
Machine Operator errors
calibrations
Defective materials
Wrong dimensions Surface abrasions

Causes of poor quality


!*!


MPNNTS RP A
D B AB
TM PRD 22 F to 27 F 2002
RPAR T
MN
AN Bo

TV ST MD 101


ntata
icuit 

a acito      
Rito 
Tanfom 

ommana

RT 
M 

20

15

10

0
1 2  1 10 1 19 17 12 1 2017 1 5  2 1
 r
·
  !
4
CL =  

º8  = º 67

º
Ôumber of defects
º

6
LCL = º 

 4 6 8 º º º4 º6
Sample number

++&  r
Measurement Human Machines
Faulty
testing equipment Poor supervision Out of adjustment

Incorrect specifications Lack of concentration Tooling problems

Improper methods Inadequate training Old / worn


‘uality
Problem
Inaccurate
temperature
control Defective from vendor Poor process design

Ineffective quality
Ôot to specifications management
Dust and Dirt Material- Deficiencies
handling problems in product design

Environment Materials Process


$,-...

! A t of ocau ana ! S 90012000


o ici fo intnationa o ‘    
qua it ctification of ¦  ^   
u i o tanaaa to a ai it to
achiv cutom atifaction
! Stanaaa
! S 90042000
o S 90002000 o ‘    
Õ ‘     ¦     
¦     
!   
 
  o uiaanc to a com an fo
Õ afin funaamnta continua im ovmnt of it
tm ana afinition ua qua it-manamnt tm
in S 9000 fami 
$   $,-... /


! Man ova com ani


wi not ao uin with a
u i un  it ha S
9000 ctification
! S 9000 accaitation
! S ita
! A tota commitmnt to qua it
i quia thouhout an
oanization

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