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Quality Management in a Nutshell.Quality Management in a
Nutshell.
Compiled by Eng K K HewavithanaEngineer Motive Power (Diesel
Hydraulic),Sri Lanka Railways.
Email: [email protected]
The terminology which is used to describe quality is extensive
and at times confusing. It isclearly evident that this concept is
miss- interpreted and incorrectly understood even amongeducated
professionals.Modern theory of quality is based on eight dimensions
as follows,
Performance Features Reliability Conformance Durability
Serviceability Aesthetics Perceived quality
But quality is more than this, it is delivery performance, time
to market, responsiveness tochange in the environment and the
marketplace and most of all at the lowest cost possible.In the
early stage of development (during 1950s) quality is considered as
fitness to standard. Buttoday it is basically considered as fitness
to use. You may be able to better understand this bystudying the
techniques used throughout the history of quality
management.Quality has become extremely important because customers
expect quality, becauseorganizations function in an extremely
competitive global environment. To survive they need tohave not
only competitive advantage but a distinctive advantage like
quality. Quality is also
important because costs are lowered when work is done right at
the first time; there is no reworkand no correction of
mistakes.Quality is important from a personal point of view as
well. In a world where most organizationsare fighting to survive
and prosper, employees are being asked to take on greater
responsibility.Work life, as a result, is becoming increasing
stressful. None of us want the increased frustrationof
malfunctioning equipment or inadequate service. Quality is
important because it makes eachof our lives easier and because it
helps us do our best for our organization.Road to excellence
through quality management,
Modern quality concept first introduced in USA in 1920 basically
in automobile mass productionsystems (FORD). In that era
Statistical control chart and Acceptance sampling methods
areextensively usedSecond phase of quality management emerged
during Second World War period to fulfill themilitary requirements.
But after the war trend was dead in USA but US expert W
EdwardDeming migrated to Japan and new developments initiated
there. TQM (Total QualityManagement) concept and customer driven
quality concepts were initiated.
Evolution of Quality management concept.
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Toyota Way or
Just in Time
concept
Lean Manufacturing
System
Six- Sigma
method
(6-)
TQM
(Total Quality
Management)
ISO -9000-2000
series
ISO-9001
ISO-9002, ISO-
9003
BPR
Business process re-
engineering
5-SThis is the simplest techniqueused in quality management.Our
people still attempting toimplement it in most of our
organizations.
Formally introduced in 1987, byInternational Standards
Organization,
Today this is considered as a minimumrequirement in quality
process,
Document what you do and do whatyou documented
This is focused on the concept ofcustomer driven quality
(quality isfocused for maximum customer
satisfaction),Emphasizes employee involvement
organization-wide
Improve company quality process to getonly 3 defects per million
throughsystematic incremental changes inprocesses and careful
statistical
measurement of outcome
A systematic approach to identifyingand eliminating waste
throughcontinuous improvement by flowingthe product at the demand
of thecustomer
Combination of6- and Lean can
exist together, what is called
Lean-(6-)
