View
12
Download
0
Category
Tags:
Preview:
Citation preview
7/23/2015
1
MODULE - I QUALITY SYSTEMS
M.SURESH
ASSISTANT PROFESSOR/EEE
KONGU ENGINEERING COLLEGE
PERUNDURAI – 638 052
Email id: infostosuresh@gmail.com
Mobile:+91-9578951073
7/23/2015 1
MODULE - I OUTLINE
Introduction to Total Quality Management
Definition of Quality
Dimensions of Quality
Quality Planning
Quality Costs
Basic concepts of Total Quality Management
Historical Review
Need for ISO 9000 and Other Quality Systems
ISO 9000:2008 Quality System- Elements
Implementation of Quality System
Documentation
Quality Auditing
Introduction to TS 16949, QS 9000
ISO 14000, ISO 18000
ISO 20000, ISO 22000
7/23/2015 2
7/23/2015
2
INTRODUCTION TO TOTAL QUALITY MANAGEMENT
Made up of whole
Degree of excellence a product or service provides
Act , art or manner of handling, controlling, directing , etc.
7/23/2015 3
TQM-Art of managing the whole
to achieve excellence
Definition of TQM:
It is defined as
both a philosophy
and set of guiding
principles that
represent the foundation of a continuously improving
organization.7/23/2015 4
7/23/2015
3
SIX BASIC CONCEPTS OF TQM
7/23/2015 5
1.Commitment and Involvement
2.Focus on customer (internally and externally)
3.Effective involvement and utilization of entire work force.
4.Continuous improvement (Business and Production)
5.Treating suppliers as partners
6.Establish performance measures for the processes
7/23/2015 6
1: Deming 2: Juran 3: Feigenbaum 4 :Ishikawa 5: Crosby 6: Shewhart
6 GURUS OF 6 GURUS OF
7/23/2015
4
DEFINITION OF QUALITY
QUALITY Excellent product or service that fulfills or exceeds our expectations
Quality can be quantified as follows:
7/23/2015 7
Q= Quality
P= Performance
Q=P/E
E= Expectations
If Q>1,Customer has a good feeling about the product or service
DEFINITION OF QUALITY IN ISO 9000:2000
It is defined as the degree to which a set of inherent characteristics fulfills requirements.
Degree - poor , good and excellent(quality)
Inherent – permanent characteristic
Characteristics – qualitative or quantitative
Requirement – need or expectation
7/23/2015 8
7/23/2015
5
DIMENSIONS OF QUALITY---------------------------------------------------------------------------------------------------------------- ---------------------------------------------
Dimension Meaning and Example----------------------------------------------------------------------------------------------------------------1. Performance Primary product characteristics, such as the brightness of the
picture2.Features Secondary characteristics, added features, such as
remote control3.Conformance Meeting specifications or industry standards, workmanship4.Reliability Consistency of performance over time, average time of the
unit to fail5.Durability Useful life, includes repair6.Service Resolution of problems and complaints, ease of repair7.Response Human – to – human interface, such as the courtesy of the
dealer8.Aesthetics Sensory characteristics, such as exterior finish9.Reputation Past performance and other intangibles, such as being ranked
first
--------------------------------------------------------------------------------------------
7/23/2015 9
QUALITY PLANNING
The following are the important steps for quality planning.
Establishing quality goals
Identifying customers
Discovering customer needs
Developing product features
Developing process features
Establishing process controls and transferring to operations
7/23/2015 10
7/23/2015
6
IMPORTANT POINTS TO BE NOTED WHILE QUALITY PLANNING
Business, having larger market share and better quality, earn returns much higher than their competitors.
Quality and Market share each has a strong separate relationship to profitably.
Planning for product quality must be based on meeting customer needs, not just meeting product specifications.
For same products ,we need to plan for perfection. For other products, we need to plan for value.
7/23/2015 11
QUALITY PLANNING ROAD MAP
It can be applied to the following:
1. Supervisory and worker level(self-control & triple role concept)
2. Functional level(marketing)
3. Multifunctional systems(MIS,HR)
4. Major programmes
7/23/2015 12
7/23/2015
7
JURAN’S QP ROAD MAP
7/23/2015 13
QP MAPPING
7/23/2015 14
7/23/2015
8
QUALITY COSTSFalls into two categories…..
7/23/2015 15
QU
ALI
TY C
OST
SCost of conformance
(Cost of achieving good quality)
Cost of non - conformance
(Cost associated with poor quality)
CATEGORIES OF QUALITY COSTS
7/23/2015 16
7/23/2015
9
COST OF GOOD QUALITYPREVENTION COSTS: Planned cost by an organization
– to ensure no errors are made at
any of the various stages during the
delivering process of that product or
service to the customer
Delivery process - design,
development, production and shipping
Prevention Costs - training ,
Continuous improvement efforts, quality administration, process control, market research, field testing and preventive maintenance.7/23/2015 17
COST OF GOOD QUALITYAPPRAISAL COSTS: Cost of verifying , checking or evaluating
a product or service at various stages during the delivery process of that product or service
to the customer.
Appraisal Costs- receiving or incoming inspection , internal product audit , inspection activities , inventory counts , quality administration salaries , supplier evaluation and audit reports
7/23/2015 18
7/23/2015
10
COST OF POOR QUALITY
7/23/2015 19
Cost incurred by the company because
the product or service did
not meet the requirements
the product had to be
fixed or replaced
the service had to be repeated
INTERNAL FAILURES COSTS-failures that are found before the product or service reaches the customer
-Internal failure costs include:
Scrap
Rework
Extra inventory
Process failure
Process downtime
Process-downgrading7/23/2015 20
7/23/2015
11
EXTERNAL FAILURES COSTS- Occurs when the customer finds the failure
- Do not include any customer’s personal costs
- External failure costs include:
Customer complaint costs
Customer follow up and field services
Product return costs
Warranty claims
7/23/2015 21
HIDDEN QUALITY OF COSTS(QOC)
Customer dissatisfaction costs
Lost reputation costs
Customer incurred costs
7/23/2015 22
7/23/2015
12
TOTAL COST OF QUALITY
7/23/2015 23
Prevention + Appraisal + Internal failures + External
failures
Actual cost of a product or service
What reduced cost would be if there were no possibility of
service,failures or defects in their manufacture
ANALYSIS OF QUALITY COSTSThere are three curves
1. Failure costs (FC=0 if product is 100% good or
FC=infinity if product is 100% defective)
2. Costs of appraisal + prevention (100%defective , cost=0 and rises if perfection isapproached)
3. The sum of curves 1 & 2 (Total cost of qualityper good unit of product)
7/23/2015 24
7/23/2015
13
Economics of Quality of conformance
7/23/2015 25
ANALYSIS TECHNIQUES FOR QUALITY COSTS
Two common techniques:
Trend Analysis
Pareto Analysis
7/23/2015 26
7/23/2015
14
TREND ANALYSISPresent level Vs. Past levels
It provides information for:
-long range planning
-instigation and assessment
of quality improvement
programs
Taken as Quarterly reports
7/23/2015 27
TREND ANALYSIS
7/23/2015 28
7/23/2015
15
PARETO ANALYSIS
Item values are
located as bars in
descending order
Left – items
(substantial amount
of the total)-vital few
Right – small amount
of total-trivial many
7/23/2015 29
BAR CHARTS AND PIE CHARTS
To compare similar item of a competing organization
7/23/2015 30
7/23/2015
16
HISTORICAL REVIEW
• Stone Age- Man used Sharp
Tools to earn his livelihood
• Middle age - Skilled craftsman
built Pyramids in Egypt and the
Craftsman trained family members
as Apprentices.
•Industry revolution – concept of
specialization of labor was introduced.
7/23/2015 31
HISTORICAL REVIEW1924 - Statistical quality control
chart– developed by W.A.Shewhart
in Bell Laboratories.
1942 – H.F.Dodge and H.G.Romig
– Quality of acceptance instead of 100% inspection
- US industry managers failed to understand its value
7/23/2015 32
7/23/2015
17
HISTORICAL REVIEW1946 – American Society for Quality Council was formed (recent name - ASQ)
1950 –W.Edwards Deming and Joseph .M.Juran gave lectures on Statistical methods to Japanese Engineers
1960s – first Quality circle was formed
In 1970s – US industries started practicing these concepts
7/23/2015 33
HISTORICAL REVIEWIn middle of 1980 – Concepts of
TQM were published
In late 1980s – Statistical process control was emphasized
MALCOM BALDRIGE NATIONAL QUALITY AWARD – to measure TQM – First award
Genichi and Taguchi – Concept of parameter and tolerance design –Design of Experiments(DOE) as important quality tool
7/23/2015 34
7/23/2015
18
HISTORICAL REVIEW
Japanese – DEMING AWARD – HIGHEST at global level
In 1996 – Saturn Automobile ranked first in customer satisfaction
ISO 9000 – worldwide model for a quality system
ISO 14000 - worldwide model for environmental management systems & continues with new standards.......
7/23/2015 35
NEED FOR ISO 9000 AND OTHER QUALITY SYSTEMS
What is a standard?
- document that provides requirements,specifications, guidelines or characteristics thatcan be used consistently to ensure that materials,products, processes and services are fit for theirpurpose.
7/23/2015 36
7/23/2015
19
NEED FOR A QUALITY SYSTEM
An organisation’s role –To satisfy the customer’s
needs – proper utilization of resources
and ideas with cost reduction in mind
QUALITY MONITORING SYSTEM
- sets standards of quality
Customer needs – Good Quality product at a
lower cost
7/23/2015 37
ISO - International Organization for Standardization ISO, is an international standard-
setting body composed ofrepresentatives from various nationalstandards organizations.
Founded on 23 February 1947, theorganization promotes worldwideproprietary, industrial and commercialstandards.
Head Quarters - Geneva, Switzerlandand as of 2013 works in 164 countries
Over 19 500 International Standardsare published
7/23/2015 38
7/23/2015
20
POPULAR STANDARDS
7/23/2015 39
STANDARDS IN ACTION
7/23/2015 40
7/23/2015
21
STANDARDS IN ACTION
7/23/2015 41
ISO 9000 STANDARDSISO 9001
Design, Development, Production, Installation & Servicing
ISO 9002
Production, Installation & Servicing
ISO 9003
Inspection & Testing
ISO 9004
Provides guidelines on the technical, administrative and human factors affecting the product or services.
7/23/2015 42
7/23/2015
22
OBJECTIVES OF ISO 9000 STANDARDS
Each organization should: Achieve and sustain the quality of the
product or service produced so as to meet implied needs continuously.
Provide confidence to its own managementthat the intended quality is being achieved.
Provide confidence to the purchasers that theintended quality is being or will be achievedin the delivered product or service provided.
7/23/2015 43
BENEFITS OF ISO 9000 STANDARDS Achievement of international standard of quality.
Value for money.
Customer satisfaction.
Higher productivity.
Increased profitability
Improved corporate image
Access to global market
Growth of the organization
Higher morale of employees
7/23/2015 44
7/23/2015
23
CLAUSES (ELEMENTS) OF ISO 9000 (During the year 1987)
7/23/2015 45
CLAUSES (ELEMENTS) OF ISO 9000:2008 (During the year 2000)
7/23/2015 46
7/23/2015
24
IMPLEMENTATION OF QUALITY SYSTEM ISO 9000:2008
Requirements:
1.Top management Commitment
2. Appoint a Management Representative
3. Awareness
4. Appoint an Implementation team
5. Training
6. Time Schedule
7. Select Element Owners
7/23/2015 47
IMPLEMENTATION OF QUALITY SYSTEM ISO 9000:2008
Requirements:
8. Review the Present System
9. Preparation of the Document
10. Install the New system
11. Internal Audit
12. Management Review
13. Pre – Registration
14. Registration
7/23/2015 48
7/23/2015
25
MODULE - I OUTLINE Introduction to Total Quality Management
Definition of Quality
Dimensions of Quality
Quality Planning
Quality Costs
Basic concepts of Total Quality Management
Historical Review
Need for ISO 9000 and Other Quality Systems
ISO 9000:2008 Quality System- Elements
Implementation of Quality System
Documentation
Quality Auditing
Introduction to TS 16949, QS 9000
ISO 14000, ISO 18000
ISO 20000, ISO 22000
7/23/2015 49
“Whatever you Do , Document it.Whatever you
Document , Do it.Demonstrate ”
7/23/2015 50
7/23/2015
26
DOCUMENT PYRAMID
7/23/2015 51
POLICY
PROCEDURES
WORK INSTRUCTIONS
RECORDS
.................Why , What
........Who , When , Where
.........How
....Evidence
QUALITY SYSTEM AUDITING
“A systematic and independentexamination to determine whetherquality activities and related resultscomply with planned arrangementsand whether these arrangements areimplemented effectively and aresuitable to achieve the objectives”
7/23/2015 52
7/23/2015
27
OBJECTIVES OF AUDIT1. To determine the effectiveness of
the quality system implemented inachieving quality objectives.
2. To provide an opportunity toimprove the quality systems.
3. To meet regularity and/orstatutory requirements.
4. To provide an evidence foreffectiveness of the quality systemimplementation for certification
7/23/2015 53
STAGES OF AUDIT
1.Planning and Preparation for the audit
2.Execution of the Audit plan
3.Reporting the audit results
4.Corrective actions and follow up
7/23/2015 54
7/23/2015
28
How to conduct an audit?According to Quality manual,
Opening meeting
Gathering information
Record observations and non conformances
Evaluate the significance of non conformances
Assess the compliance to the requirements
Prepare the document for findings
Closing meeting and review
7/23/2015 55
TYPES OF AUDITS
QUALITY AUDITS
INTERNAL AUDIT
FIRST PARTY AUDIT
EXTERNAL AUDIT
SECOND PARTY AUDIT
THIRD PARTY AUDIT
7/23/2015 56
7/23/2015
29
TYPES OF AUDITS
• Independent self assessment system looking at its own activities for continuous improvement
• Can be carried out within a particular area or function within an organization
FIRST PARTY AUDIT
• Supplier quality assurance audits
• To ensure the purchasing organisations , level of confidence and suppliers capabilities
SECOND PARTY AUDIT
• Conducted by recognized certifying agency or a statutory body
• Certificate of Quality Assurance will be issued
THIRD PARTY AUDIT
7/23/2015 57
TYPES OF AUDITS(BASED ON THE AREA OF COVERAGE OF AUDIT)
System audit – to evaluate and ensure the quality ofthe supplied products
Process audit – to inspect the processes involved
Product audit – Conducted before delivery of theproduct to check specifications and customer needs
Compliance audit – to establish the extent to whichthe documented system is implemented andfollowed by the employees
7/23/2015 58
Recommended