Er. Ramji Tripathi LECTURE NOTES MG1301 – TOTAL QUALITY MANAGEMENT UNIT I INTRODUCTION 9 Definition of quality – Dimensions of quality – Quality planning – Quality costs – Analysis techniques for quality costs – Basic concepts of total quality management – Historical review – Principles of TQM – Leadership – Concepts – Role of senior management – Quality council – Quality statements –Strategic planning – Deming philosophy – Barriers to TQM implementation. UNIT II TQM PRINCIPLES 9 Customer satisfaction – Customer perception of quality – Customer complaints – Service quality –Customer retention – Employee involvement – Motivation, empowerment, teams, recognition and reward – Performance appraisal – Benefits – Continuous process improvement – Juran trilogy – PDSA cycle – 5S – Kaizen – Supplier partnership – Partnering – Sourcing – Supplier selection – Supplier rating – Relationship development – Performance measures – Basic concepts – Strategy –Performance measure. UNIT III STATISTICAL PROCESS CONTROL (SPC) 9 The seven tools of quality – Statistical fundamentals – Measures of central tendency and dispersion – Population and sample – Normal curve – Control charts for variables and attributes – Process capability – Concept of six sigma – New seven management tools. UNIT IV TQM TOOLS 9 Benchmarking – Reasons to benchmark – Benchmarking process – Quality Function Deployment(QFD) – House of quality – QFD process – Benefits – Taguchi quality loss function – Total Productive Maintenance (TPM) – Concept – Improvement needs – FMEA – Stages of FMEA. UNIT V QUALITY SYSTEMS 9 Need for ISO 9000 and other quality systems – ISO 9000:2000 Quality system – Elements – Implementation of quality system – Documentation – Quality auditing – TS 16949 – ISO 14000 –Concept – Requirements and benefits. Total: 45 TEXT BOOKS 1. Besterfiled, D.H. “Total Quality Management”, Pearson Education, Inc. 2003. 1. Zeiri., “Total Quality Management for Engineers”, Wood Head Publishers, 1991. REFERENCES 2. Evans, J. R., and Lidsay, W.M., “The Management and Control of Quality”, 5th Edition, South-Western (Thomson Learning), 2002. 3. Oakland.J.S. “Total Quality Management”, Butterworth – Hcinemann Ltd., Oxford, 1989. 4. Narayana V. and Sreenivasan, N.S., “Quality Management – Concepts and Tasks”, New Age International, 1996.
Er. Ramji Tripathi UNIT I - TOTAL QUALITY MANAGEMENT Total Quality Management (TQM) is an enhancement to the traditional way of doing business. Total - Made up of the whole Quality - Degree of Excellence a Product or Service provides. Management - Art of handling, controlling, directing etc. TQM is the application of quantitative methods and human resources to improve all the processes within an organization and exceed CUSTOMER NEEDS now and in the future. DEFINING QUALITY Quality can be quantified as follows Q=P/E Where Q = Quality P = Performance E = Expectation
Er. Ramji Tripathi DIMENSIONS OF QUALITY : Dimension Meaning and Example Performance the picture Primary product characteristics, such as the brightness of Features control Secondary characteristics, added features, such as remote Conformance Meeting specifications or industry standards, workmanship Reliability unit to fail Consistency of performance over time, average time of the Durability Useful life, includes repair Service Resolution of problems and complaints, ease of repair Response dealer Human – to – human interface, such as the courtesy of the Aesthetics Sensory characteristics, such as exterior finish Reputation ranked first Past performance and other intangibles, such as being QUALITY PLANNING The following are the important steps for quality planning. 1. Establishing quality goals. 2. Identifying customers. 3. Discovering customer needs. 4. Developing product features. 5. Developing process features. 6. Establishing process controls and transferring to operations. IMPORTANT POINTS TO BE NOTED WHILE QUALITY PLANNING : 1. Business, having larger market share and better quality, earn returns much higher than their competitors. 2. Quality and Market share each has a strong separate relationship to profitably.
Er. Ramji Tripathi 3. Planning for product quality must be based on meeting customer needs, not just meeting product specifications. 4. For same products. We need to plan for perfection. For other products, we need to plan for value. QUALITY COSTS QUALITY COSTS:Q u a l i t y costs are defined as those costs associated with the non- achievement of prodect/service quality as defined by the requirements established by the organization and its contracts with customers and society. Q u a l i t y cost is a cost for poor product of service. ELEMENTS OF QUALITYCOST:C o s t of prevention C o s t of appraisal C o s t of internal failures C o s t of external failures. ANALYSIS OF QUALITY COSTS:T r e n d analysis P a r e t o analysis 1. PREVENTION COST Marketing / Customer / User. Product / Service / Design Development. Purchasing Operations (Manufacturing or Service) Quality Administration. 2. APPRAISAL COST Purchasing Appraisal Costs. Operations Appraisal Costs