Quality Management

It means creating organizational culture within which transactions are

defined and completed correctly every time and successful relationships with
customers, employees and suppliers are built. This needs strong leadership
with a clear and unambiguous agenda and integral responsibility for quality
management that belong to top management.
It includes strategic planning, allocation of resources and other
systematic activities as quality planning, operation and evaluation.
Its objective is to achieve zero effect in all areas of activities like
wastages, breakdowns, rejections, accidents, industrial disputes, producers,
methods, boss-subordinates relations, housekeeping, public relations etc.
Strategies for quality management:
1. Be an integral part of the corporate strategies.
2. Formulate ensuring balance and harmony between man and machine.
3. Ensure the involvement and commitment of the people at all levels
starting from the top.
4. Clearly recognize customers, manufacturers and vendors as integral
group with converging objectives.
5. Be backed by specifications, plans with timebound goals and targets,
the actions plans need to be monitored continuously and must be
based on the feedback. The action plans as well as the strategies need
to be modified from time to time.
Quality Principles
Following are the quality principles:
1. Innovation in all areas including education and training.
2. Zero defect policy.
3. Quality prevention on line.
4. Reducing number of suppliers.
5. Use of statistical techniques to identify sources of waste.
6. Ensuring that the organizational and management support is for
improving quality.
7. Continuous quality improvement.
8. Provide supervision with on line techniques.
9. Chart openness, do it together, teamwork is necessary.
10.
Attack wastes.
11.
Designing products/services for quality so that products/services
meet the requirements of the customers.

12.
Strategic quality planning, quality control and quality
improvement system is needed.
13.
Everybody must be involved in quality improvement.
14.
Performance appraisal and reward system for employees is a
must for quality implementation.
15.
Measure and seek quality.
Factors Affecting Quality 5 WH
Model
100 Why? Market Compulsion, Product Complexities
200 What? Money, Men, Machines
300 When? All the time
400 Where? Shop/floor, point of delivery
500 Whom? Responsible, Management
600 How? Information system, Motivation techniques
W5
WHOM FACTORS
Responsible
Management
W4
WHERE FACTORS
Shop/floor
Point of delivery

W3
WHEN FACTORS
All the time

H
HOW FACTORS
Information Systems
Motivation Techniques

W1
WHY FACTORS
Market
Compulsions
Product

W2
WHAT FACTORS
Money
Men
Machines

The 5 WH model of factors affecting quality of products and services