TOTAL QUALITY MANAGEMENT

by
Muhammad Asif F Faculty lt IQTM-PU IQTM PU Ex Quality Control Officer Schering Asia GmbH Pakistan Ex Provincial Inspector Of Drugs Lahore (PCS) asif@iqtm.pu.edu.pk @q p p

BASIC CONCEPTS OF QUALITY Quality Grade Inspection Quality control Quality assurance Quality management quality y management g Total q ISO standards

QUALITY
A subjective term for which each person has his or her own definition.
Characteristics of a product that bears on its ability to satisfy the stated or implied needs A product or service free of d fi i deficiencies. i (ASQ)

 PHILIP CROSBYS IDEA OF QUALITY

Quality is not comparative No high or poor quality A product either conforms to specifications or not Quality is an attribute Not a variable

 JURANS IDEA OF QUALITY FITNESS FOR THE PURPOSE Focus on this idea helps prevent over specifications of product or services Over specifications adds to cost Is against right first time performance

Dimensions of Product Quality Performance A th ti Aesthetics Special features: convenience, high technology Safety y Reliability
standards)

Conformance (meeting ( ti pre-established t bli h d Durability Service after sale

Service Quality
1 Time & Timeliness 1.
customer waiting time, completed on time

2. Completeness
customer customer gets all they asked for

3. Courtesy
treatment by employees

4 Consistency 4.
same level of service for all customers

5. Accessibility & Convenience

ease ease of obtaining service

6. Accuracy
performed right every time

7 Responsiveness 7.
reactions to unusual situations

Two Aspects of Quality

Quality of design measures how closely the characteristics of products or services meet the needs and wants of customers customers. Conformance quality refers to the performance of a product or service according to design and product specifications. specifications

In other words
Actual Performance Design Specifications Customer Satisfaction

Conformance Quality Q y Failure

Quality g of Design Failure

The Meaning g of Q Quality y

Producers Producer s Perspective

C Consumers Perspective P ti

Quality of Conformance

Quality of Design

Fitness for Consumer Use

GRADE ?

Category or rank given to different quality requirements for products products, processes, or systems having the same f functional nctional use se (ISO 9001:2000) ( )

Importance of Quality
Lower costs (less labor, rework, scrap) C t of Cost f non quality lit i is hi high h Motivated employees Market Share Reputation International competitiveness R Revenues generation ti i increased d( (ultimate lti t goal)

INSPECTION
It is the sorting / segregation of Non conforming items from the conforming items Means separation of Defective items from the right items

IN P U T

INSPECTION
P R O C E S S

O U T P U T

R E W O R K

N O T O K

D E C IS IO N

O K

E N D

INSPECTION Segregation of defectives from right items + Rework (IF NEEDED)

QUALITY CONTROL

Is the operational techniques and activities that are used to f lfill th fulfill the requirements i t f for quality (ASQ)

QUALITY CONTROL

IN P U T

P R O C E S S
S O L U T IO N R O O T C A U S E A N A L Y S E C O L L E C T D A T A

O U T P U T

R E W O R K

N O T O K

D E C IS IO N

O K

E N D

Quality Control = Inspection + Corrective action ti

Quality Assurance Is all systematic and planned actions which are necessary to provide adequate confidence that a product or service will satisfy the given requirement for quality.

QUALITY ASSURANCE SSU C

Preventive approach rather than corrective

SO WHAT QA ACTUALLY IS
QA covers the whole life of product It includes
1. Product 2. Process 3. Customer

Quality Management Is a systematic set of operating procedures d which hi h i is company wide, id documented, implemented and maintained while ensuring the growth of business in a consistent manner

QUALITY MANAGEMENT

Management element inserted Planning, leading,organising controlling etc.

System to maintain the process

So QMS is meant to establish a framework of reference to ensure that every time process is performed the same information performed, information, method method, skills, and controls are used and applied in a consistent manner manner.

ISO Standards
A set t of f quality lit standards t d d governing i the th documentation requirement of a system ISO 9001:2000 (QMS) ISO 14001:2004 (EMS) ( ) ISO 17025 (GLP) SA 8000 (Social Accountability Std Std.not not ISO Std.)

TOTAL QUALITY MANAGEMENT

The comprehensive approach towards quality management system The p process of individual & organizational development the purpose p p of which is to increase the level of satisfaction of all the stakeholders

TQM

Quality Assurance
ISO 9000

Inspection/ Quality control

Customer Suppliers Process Product Process Product

All Stakeholders Customer C t focus Process Product

EVOLUTION OF TQM
Total Q Quality y Management g

Quality Assurance

Quality Control

Inspection

SCOPE WISE

BIG BIG Q Q Vs LITTLE LITTLE q q Managing M i f for quality lit i in all ll b business i processes and products (big Q) & Managing for quality in a limited capacitytraditionally only in factory products and processes (little q).

BIG Q Q Vs LITTLE LITTLE q q

100% Quality Improvement 50% Big Q

0% 1

little q 2 3 4 5 6 7 Years

TIME FOR QUESTIONS