lesson 1

• Quality Inspection


  First stage of quality development where poor quality product is separated from acceptable quality product and then scrapped, reworked or sold as lower quality
• Quality Control


  Second stage of TQM development where quality is controlled through supervised skills, written specification, measurement and standardization
• Quality Assurance


  Third stage of quality development that contains all the previous stages in order to provide sufficient confidence that a product or service will satisfy customer's need. It developed other activities such as comprehensive quality manuals, use of cost of quality, development of process control and auditing of quality systems.
• Total Quality Management


  Fourth level that involves the understanding and implementation of quality management principles and concept in every aspect of business activities
• Key figures in the development of Total Quality Management

  • Dr. Edward Deming
  • Dr. Joseph Juran
  • Philip Crosby
• Deming's 14 Management Points for Quality Improvement

  • Constancy of Purpose
  • The new Philosophy
  • Cease dependence on Inspection
  • End "lowest tender" contract
  • Improve every process
  • Institute training on the job
  • Institute leadership
  • Drive out fear
  • Break down barriers
  • Eliminate exhortations
  • Eliminate targets
  • Permit pride of workmanship
  • Encourage Education
  • Top Management Commitment
• Juran's 10 Steps for Quality Improvement

  • Build awareness of the need and opportunity for improvement
  • Set goals for improvement
  • Organize to reach the goals
  • Provide training
  • Carry out projects to solve problems
  • Communicate results
  • Keeps score
  • Maintain momentum by making annual improvement part of the regular systems and processes of the company
• Crosby's Four Absolutes


  • Definition of Quality – conformance to requirements
  • Quality System – prevention
  • Quality Standard – zero defects
  • Measurement of Quality – price of non-conformance
• Crosby's 14 Steps for Quality Improvement Process


  • Management commitment: to make it clear where management stands on quality
  • Quality improvement team: to run the quality improvement process
  • Measurement to provide a display of current and potential non-conformance problems in a manner that permits objective
  • Cost of quality: to define the ingredients of the cost of quality and explain its use as a management tool
  • Quality awareness: to provide a method of raising the personal concern felt by all employees towards the conformance of the product or service and the quality reputation of the company
  • Corrective action: to provide a systematic method of resolving forever the problems that are identified through the previous actions steps
  • Zero defects: to examine the various activities that must be conducted in preparation for formally launching zero-defects day.
  • Employee education: to define the type of training all employees need in order actively to carry out their role in the quality improvement process
  • Planning and zero-defects day: to create an event that will let all employees realize, through a personal experience, that there has been a change
  • Goal setting: to turn pledges and commitments into action by encouraging individuals to establish improvement goals for themselves and their groups
  • Error- cause removal: to give individual employee a method of communicating to management the situations that make it difficult for the employees to meet the pledges to improve
  • Recognition: to appreciate those who participate
  • Quality councils: to bring together the appropriate people to share quality management information in a regular basis
  • Do it all over again: to emphasize that the quality improvement process continuous
• Definitions of Quality


  • Transcendent (excellence)
  • Product-based (amount of desirable attribute)
  • User-based (fitness for use)
  • Manufacturing-based (conformance to specification)
  • Value-based (satisfaction relative to price)
• Exceptional Quality


  • Traditional - distinctiveness, something special or high class
  • Excellence - high standards, zero defects
• Standards Quality


  Quality idea that has passed a set of quality checks, where the checks are based on certain criteria in order to eliminate defective items
• Perfection or Consistency Quality

  Focuses on process and uses proper specification to transform the 'traditional' idea of quality into something which can be achieved by everybody
• Fitness for Purpose Quality


  Focuses on the relationship between the purpose of the product or services and its quality. Examines each terms of the product or services in order to compare whether it fits its purpose.
• Value for Money Quality

  Quality is compared with the level of specification and is directly related to cost
• Transformative Quality


  Rooted in the notion of 'qualitative change', a fundamental change form