Quality- A Tool for Achieving Excellence

[Audio] Hello everyone! Today Im, going to discuss Chapter 25 of the Production and Operation Management entitled Quality - A tool of achieving Excellence..

[Audio] So, our learning objectives are : - Identify industry and users Quality definitions - How Customers look at quality in different areas - Define and Identify objectives and principles of Total Quality Management ( TQM) - Benefits of Quality Control - Identify the advantages and categories of the statistical analysis and - Define and identify objective of accepting samples.

[Audio] So, let us now proceed to what quality is. - For an organization to be successful it is of paramount importance to exceed the customer expectations as to generate customer delight. One of the best ways of doing this is by providing quality products and services. - In technical language, quality means to a product adhering to the specifications. For customer probably meeting or exceeding the expectation could be quality. - Therefore, quality has different meaning to different people, for example, in automobile industry quality means cars with no defects and works smoothly. Quality involves meeting and exceeding of customer expectations. So to summarize quality is: - Satisfying customer defined standards. - Meet customer needs - Meet or exceed customer expectations. - Satisfy future needs and requirements of customers. - According to industry and users quality has many definitions some of them are as follows: From a Customer Oriented Industry - quality means meeting customer expectation Manufacturing Industry - meeting technical specification and working with no defects Product Oriented Industry - product has additional value compared to similar products available in the market Value Oriented Industry - product is perfect combination of features in the given price band.

[Audio] Moving on, Accordingly, Customers look at quality in different areas as follows: Airline Industry - On time, low cost and comfortable Railway Industry - On time, low cost, safe and secure Postal Service - Accurate delivery and cost effective.

[Audio] Now lets proceed to TQM or the Total Quality Management The two main objectives of Total Quality Management are 100% customer satisfaction and zero defects. TQM is a process beyond quality of product or services; it deals with the business philosophy of the organization and TQM propagates the concept of doing right things right and at first time itself..

[Audio] So in TQM TOTAL means involvement of top management QUALITY means meeting expectation of the customers and MANAGEMENT means management of quality across the organization.

[Audio] Moving on, the main focus of the total quality management is as follows: Involvement of all employees in the process Selection of suppliers Organization structure to support the process Maximum customer satisfaction Appropriate reward for quality improvement and suggestion.

[Audio] Considering the previous slide which is the focus points, the scope of TQM can be defined as follows: Organization should encourage building of culture promoting TQM. Organizational resources, including infrastructure should be dedicated in TQM. Top management decision and structure should support the TQM process. Proper training and environment should be created before implementation of TQM. Total Quality Management gives a great importance to customers and suppliers. Here customers and supplier both can be internal as well external. The relationship of organization with customers as well as supplier is critical in continuation of TQM. So, therefore, it is important to understand not only the customers but also the suppliers..

[Audio] Now, The main principles of Total Quality Management are as follows: TQM proactively works towards prevention of quality problems. TQM strives to achieve a state with zero defects or minimal defects. TQM also aims at producing right quality products at the first instance itself. TQM also pushes the concept that quality is not the responsibility of production department but of organization as a whole..

[Audio] Also TQM encourages continuous improvement of business and production process. Decisions on TQM are fully based on research and data. and lastly TQM should be always systematic and logical in the process..

[Audio] Proceeding to the next topic which is the Quality Cotrol techniques. - Quality of product and services determines success or failure of the organization. Consumers expect the company to maintain high-level of quality and consider it an important aspect of satisfaction. Quality management, therefore, becomes very important as far as any organization is concerned. Quality management can be accomplished through various quality control techniques. Quality assurance and quality control are objective oriented and can be achieved through statistical quality control. - So, quality control techniques include all tools, procedures and methods that are used in the field of quality management and quality assurance at all product creation levels to solve specific problems..

[Audio] Benefits of Quality Control - The quality of product or service is ensuring if proper designing process is followed. - This designing process needs to be backed by appropriate process design supported by a suitable technology which confirms to requirements of customers. Quality control ensures that defects and errors are prevented and finally removed from the process or product. - Therefore, quality control should include; planning, designing, implementation, gaps identification and improvisation. If organization can implement a stringent quality control then the following benefits are possible: Reducing product defects lead to less variable cost associated with labor and material. Reduction in wastage, scrap and pollution. Ability to produce quality products over longer period of time With quality maintenance needs for inspection reduces leading to decrease in maintenance cost Large pool of satisfied customers. Increase in employee motivation and awareness of quality. Increase in productivity and overall efficiency. - So, the above mentioned points are relevant not only for production stage but are equally important for input material, manufacturing process, delivery process, etc..

[Audio] Moving on to the Statistical quality control, where statistical methods are used to measure, monitor and maintain the overall quality of products. Over time, the results help processes, such as manufacturing, ensure that the procedures will produce more specification-conforming products, therefore creating less waste..

[Audio] - Moving to the Advantages of statistical Quality Control. - Quality control techniques require extensive usage of statistical methods and as follows are the advanatges of Statistical quality control: - Statistical Tools are automated and therefore, require less manual intervention, leading cost reduction and Statistical tools work on a model thus are very useful, where testing requires destruction of products..

[Audio] Now, Statistical Quality tools can broadly be classified into following categories: Acceptance sampling is an important part of quality control wherein quality of products is assessed post production. Statistical process control helps in confirming whether the current process is falling within pre-determined parameters..

[Audio] Acceptance Sampling Acceptance sampling is done on sample's post production to check for quality parameters as decided by the organization covering both attributes as well as variables. If the sample does not meet the required parameters of quality than that given lot is rejected, and further analysis is done to identify the source and rectify the defects. Acceptance sampling is also done on the basis of inspection, which includes physical verification of color, size, shape, etc..

[Audio] Finally, We have the major objectives of inspection: First, to detect and prevent defects in products and process. To identify defected parts or product and prevent it from further consumption or usage. and lastly, to highlight the product or process defect to appropriate authorities for necessary and corrective actions. - Okay so that ends my report on The Total Quality Management and Quality control Techniques..

[Audio] So, Thank you everyone. If you have questions or additional knowledge on this topic please feel free to comment down below. Thank you and have a good day!.