Transcription
TOTAL QUALITY MANAGEMENTbyMuhammad AsifFFacultylt IQTM-PUIQTM PUEx Quality Control Officer Schering Asia GmbH PakistanEx Provincial Inspector Of DrugsLahore (PCS)asif@iqtm.pu.edu.pk@q pp
BASIC CONCEPTS OF QUALITYQualityGradeInspectionQuality controlQuality assuranceQuality managementqualityy managementgTotal qISO standards
QUALITYA subjective term for which eachperson has his or her owndefinition.– Characteristics of a product that bearson it’s ability to satisfy the stated orimplied needs– A product or service free ofd fi ideficiencies.i(ASQ)
PHILIP CROSBY’S IDEA OFQUALITY Quality is not comparative No high or poor quality A product either conforms tospecifications or not Quality is an attribute Not a variable
JURAN’S IDEA OF QUALITY FITNESS FOR THE PURPOSE Focus on this idea helps prevent overspecifications of product or services Over specifications adds to cost Is against right first time performance
Dimensions of Product QualityPerformanceA th tiAestheticsSpecial features: convenience, hightechnologySafetyyReliability Conformance (meeting(ti pre-establishedt bli h dstandards) Durability Service after sale
Service Quality1 Time & Timeliness1.–customer waiting time, completed on time2. Completeness–customercustomer gets all they asked for3. Courtesy–treatment by employees
4 Consistency4.–same level of service for all customers5. Accessibility & Convenience–easeease of obtaining service6. Accuracy–performed right every time7 Responsiveness7.–reactions to unusual situations
Two Aspects of QualityQuality of design measures how closelythe characteristics of products or servicesmeet the needs and wants of customerscustomers.Conformance quality refers to theperformance of a product or serviceaccording to design and productspecifications.specifications
In ygof DesignFailure
The Meaningg of QQualityyProducer’sProducers PerspectiveQuality of ConformanceCConsumer’s’ PerspectivePtiQuality of DesignFitness forConsumer Use
GRADE ?Category or rank given to differentquality requirements for productsproducts,processes, or systems having thesame ffunctionalnctional usese((ISO 9001:2000))
Importance of Quality Lower costs (less labor, rework, scrap)C t off non qualityCostlit iis hihighhMotivated employeesMarket ShareReputationInternational competitivenessRRevenuesgenerationti iincreasedd ((ultimatelti tgoal)
INSPECTION It is the sorting / segregation of Non conformingitems from the conforming items Means separation ofDefective items from the right items
IN P U TINSPECTIONP R O C E S SO U T P U TR E W O R KN O TO KD E C IS IONO KE N D
INSPECTIONSegregation of defectivesfrom right items Rework (IF NEEDED)
QUALITY CONTROLIs the operational techniquesand activities that are used tof lfill thfulfillthe requirementsit fforquality (ASQ)
IN P U TQUALITYCONTROLP R O C E S SS O L U T IO NR O O TC A U S EA N A L Y S EC O L L E C TD A T AO U T P U TR E W O R KN O T O KD E C IS IONO KE N D
Quality Control Inspection Correctiveactionti
Quality AssuranceIs all systematic and planned actionswhich are necessary to provideadequate confidence that a product orservice will satisfy the givenrequirement for quality.
QUALITYASSURANCESSUCPreventiveapproachrather thancorrective
SO WHAT QA ACTUALLY IS QA covers the whole life of productIt includes1. Product2. Process3. Customer
Quality ManagementIs a systematic set of operatingproceduresdwhichhi h iis company wide,iddocumented, implemented andmaintained while ensuring the growthof business in a consistent manner
QUALITYMANAGEMENTManagementelement insertedPlanning,leading,organisingcontrolling etc.System tomaintain theprocess
So QMS is meant to establish a framework ofreference to ensure that every time process isperformed the same informationperformed,information, methodmethod,skills, and controls are used and applied in aconsistent mannermanner.
ISO Standards A sett off qualitylit standardst d d governingi thethdocumentation requirement of a system ISO 9001:2000 (QMS) ISO 14001:2004 (EMS)() ISO 17025 (GLP) SA 8000 (Social Accountability StdStd.notnotISO Std.)
TOTAL QUALITY MANAGEMENTThe comprehensive approach towardsquality management systemz The pprocess of individual &organizational development thepurposeppof which is to increase thelevel of satisfaction of all thestakeholdersz
TQMQualityAssuranceISO ocusProcessProduct
EVOLUTION OF TQMTotal QQualityy ManagementgQuality AssuranceQuality ControlInspection
SCOPE WISE
“BIGBIG QQ” Vs “LITTLELITTLE qq”ManagingMi ffor qualitylit iin allll bbusinessiprocesses and products (big Q)&Managing for quality in a limitedcapacity—traditionally only in factoryproducts and processes (little q).
“BIGBIG QQ” Vs “LITTLELITTLE qq”100%QualityImprovement50%Big Qlittle q0%1234567 Years
TIME FOR QUESTIONS
TOTAL QUALITY MANAGEMENT zThe comprehensive approach towards quality management system zThe process of individual & organizational development the pppurpose of which is to increase the level of satisfaction of all the stakeholders. TQM Quality Assurance Inspection/ ISO 9000 Quality All control Customer Stakeholders Ct Process
