AQM

1. AQM

2. What Is Quality?

3. So how to define Quality management?

4. What Is Quality? The Product? TheProcess? The Training? Work Environment?

5. Evolution of Quality as a discipline

6. Quality Management • Q.M is a system of establishing defect prevention actions and attitudes within a company or organization for the purpose of assuring conforming products or services. • Q.M treats the company as a process and the various management systems within that process as the variables that require measurement and control.

7. Quality Management…… where did it start?

8. The Quality journey • Ancient times …………….Industrial revolution – caveat emptor–“let the buyer beware” • Quality definition depended on the customer`s perception. • Quality - subjective and experiential (Barbon,1690) • Quality experienced in two ways- • Immediately- Manifest and • Through use - Latent

9. Quality – The journey • Foodstuffs, footwear and such crafts work- Manifest quality characteristics – caveat emptor was feasible and practical. • Apparel – quality characteristics were primarily latent – different system- apprenticeship and guild formation for certain trades.

10. Quality – The journey • Measures existed for evaluating quantity of products(dimensions, weights etc.) but • To evaluate quality- standards almost non-existent. • At about 2900 B.C The Pharaoh Khufu decreed that a unit of length would be the distance from the tip of his hand to his elbow- The Royal Egyptian Cubit

11. Quality – The journey • Non standardized materials; non-standardized methods - resulted in products of variable quality • For complex products evaluation – mechanisms in place were- • Punitive actions against craftsmen producing poor quality- The Code of Hammurabi • System of marking or trade marking to trace the product origins.

12. Illustration of Hammurabi`s code • 229. If a builder build a house for some one, and does not construct it properly, and the house which he built fall in and kill its owner, then that builder shall be put to death. • 233. If a builder build a house for some one, even though he has not yet completed it; if then the walls seem toppling, the builder must make the walls solid from his own means.

13. Quality – The journey • Industrial revolution and henceforth - Quality Control • Industrial revolution- • Increased production- mass production • Complexity of process • Larger inventories • Factory setups for production- labor issues • Mass communication • Improvements in transport

14. Quality – The journey • Led to evolution of new management systems • Based on ideas of • Individual motivation • Conformance of products • About 1911-Frank and Lillian Gilbreth focused on how specific tasks were done the best way with the least amount of effort – basis of work study. • Same time period, Fredrick W. Taylor propounded his– “SCIENTIFIC MANAGEMENT” PHILOSOPHY

15. Quality – The journey • Four key managerial principles – • Develop a science for each man`s work • Train and develop the workman • Cooperate with others heartily • Divide work and responsibility between labor and management.

16. Quality – The journey • The managerial philosophy is thus different from the common tools associated with scientific management like- • Time study • Standardization • Compensation schemes • Modern cost systems

17. Quality – The journey • Conflict between productivity and quality. • World War I repercussion – foundation laid for the “Quality Control Department” • Responsibilities included- • Vendor inspection • Process inspection • Final inspection • Salvage etc.

18. Quality – The journey • Paradigm shift - responsibility for controlling manifest quality from the customer back to producer. • Concept of ‘Quality Control’ was born • Pioneers of this era in the management of quality • Walter Schewart • Harold Dodge • George Edwards • Joseph Juran • Harry Romig

19. Quality – The journey • Concepts and tools developed by them included- • statistical sampling plans • Percent defective and average quality limits • Control charts for identifying process variability

20. Quality – The journey • Statistical Process Control(SPC) – • The oldest and most widely known of the process control methods. • Involves the usage of statistical techniques, such as control charts, to analyze a work process or its output. • Identifies underlying causes of problems which cause process variations that are outside the pre-determined tolerance limits and implement controls to fix the problems.

21. Quality – The journey Societies and Committees came up like- • Joint committee for development of Statistical Application in engineering and Manufacturing in1929 • ASTM formed Committee on the interpretation and presentation of data in 1930 • British Standards institute formed in 1931 • British Standards 600``Application of Statistical methods to industrial standardization and Quality control” in 1935 • U.S food, Drug and Cosmetics act-to establish quality standards for consumer products in 1938 • German Standards committee – in 1926

22. Quality – The journey • World War II – profound impact on the practice of quality in organizations. • Prior to WWII – quality was assured through inspection and testing of conformance to specifications. • Increased volumes led to productions of standards for acceptance via sampling inspection • Armed Service Forces table for sampling inspection estd.in 1942 by Edwards,Dodge,Romig and Gause.(later estd. as MIL-STD-105D)

23. Quality – The journey • New trained quality practitioners in organizations changed the management of quality- • New procedures introduced- • Company quality control manuals • In-house statistical training • Quality data systems • Formal problem solving approaches • Measurement standards, • Quality audits • Quality reports

24. Quality – The journey • Decline of SQC in 1950`s due to • Control chart application dealt with only the sporadic problems and not the chronic waste • Process control did not involve the worker directly leading to disassociation of the activity. • Recession leading to downsizing of the QC groups. • In essence- Quality Control----evolving ------Quality Assurance but Business environment was not supportive.

25. Quality – The journey • Edwards, Juran, Feigenbaum and Deming- • Emphasis on the management to be more responsible and responsive to the issue of quality. • Quality is to be incorporated in all functional areas of the organization to be effective.

26. Quality – The journey • Feigenbaum`s- TOTAL QUALITY CONCEPT(TQC)- • “the underlying principle of TQC is that , to provide genuine effectiveness, true quality control management must start with the design of the product and end only when the product has been placed in the hands of the customer who has remained satisfied…..thus quality is everybody`s job in the business”

27. Quality – The journey • In Japan-post WWII, Deming and Juran trained the Businesses in quality • Led to Japanese products becoming best in quality in the world. • Concept of “Company-Wide Quality Control” was formalized based on the teachings. • Phenomenon of QC Circles(abt. 1962-Japan) – inclusion of the worker in the quality control process

28. Quality – The journey • Quality Control Circles- • A team of departmental workers spend time(off-hours) together to solve departmental quality problems. • Membership was voluntary,QC circles- supported by formal training programs in statistical methods and problem solving. • Resulted in high motivational levels and were very successful.

29. Quality – The journey • Japanese TQC – three management functions- • Daily management- employee involvement,QC circles,training and suggestion programs, statistical quality control tools used to yield small incremental improvements or KAIZEN

30. Quality – The journey • Cross functional management- interaction between different functional departments like design and production and between organization and environment like customers and suppliers.- leading to innovations like KANBAN system and JUST-In – TIME(JIT)manufacturing.

31. Quality – The journey • Hoshin Planning or management by policy –goals of the organization are coalesced into specific policies so as to have an overall organized entity represented to the customer. The Japanese TQC led to the development of the concept of TOTAL QUALITY MANAGEMENT(TQM)

32. Quality – The journey • The global changes led to adoption of TQM • Rise of consumerism • Higher quality requirements • Intense competition Companies had to place emphasis on strategic quality management by investing in concepts of • Market research • Benchmarking • Life-cycle costing and • Measurement of customer satisfaction

33. Quality – The journey • Changes brought about by TQM- • Quality moved from being the responsibility of quality department to everyone`s responsibility • Importance of quality extended to include services and information like health care, education etc. • Benchmarking and other methods of learning best practices flourished • Improvement of process quality, whether through continuous improvement or re-engineering became a mainstream of organizational activity. • Measures of customer satisfaction and retention became a key managerial metric.

34. Quality – The journey • 1980`s and 1990`s the corporate leadership – espoused the importance of quality • Organizational quality practices became the benchmark requirement for supplier certification. • European Economic Community – organizational quality system standards which had to be met for the firms to gain market access to EEC`s. • ISO 9000 series- published to meet the growing need for international standardization in quality and adoption of third party quality system certification schemes.

35. Quality – The journey • Presently- more sophisticated statistical methods like ‘Six Sigma ‘ are being used by organizations to effectively control quality and reap profits. • SIX SIGMA – • Is a data-driven method for achieving near perfect quality by using the basic fundamentals of quality management documented by Dr. Juran. • Sigma is used to denote the standard deviation or the measure of variation in a process.

36. Quality – The journey • Six Sigma philosophy aims towards driving out waste, improving quality, cost and time performance of any business. • The greater number of sigma's within specifications, the fewer the defects.;the smaller the variation, the lower the cost. • Six sigma means defects occur in only 3.4 per million. • Best organizations are at 3-4 sigma which is about 6,200 defects per million

37. Quality – The Future Will the quality discipline die?

38. Quality – The Future Broaden scope and focus towards enterprise and community?

39. Knowledge management? Total Value Creation? Quality – The Future

40. Quality – The Future Product quality…………….. process quality Process quality …………… service quality Service quality ………..information quality???

41. Understanding Quality Management- Joseph Juran Session 2 -3 Assignment 1

42. Care Labelling Unit 4 Ref- Mehta and Bhardwaj Ch.4 &11 Ref. mat.- Ms. Divya Satyan

43. Care Labeling • A tag attached to textile or clothing products, showing instructions for proper care of the products. • Different care labeling systems for various countries. • Some systems are mandatory as required in national regulations, • Others are adopted on a voluntary basis.

44. American • The Federal Trade Commission (FTC) a care labeling regulation requiring care labels to be permanently affixed or attached to the products, with regular care information and instructions distinctly specified and remaining legible as long as the products last. • Labels should be attached so they can be seen or easily found by consumers at point of sale. If labels cannot be easily seen or found due to packaging, care information should also appear on the outside of the package or on a hang tag fastened to the product. • In developing care instructions, the ASTM standard D-3136 provides the terminology for permanent care labels for consumer textile and leather products other than carpets and upholstery.

45. Care Labelling • FTC (Federal Trade Commission, USA)has specified what articles come under the care labeling rules. These are • All Textile apparel worn to cover or protect the body. • Exempt apparel: shoes, gloves and hats. • Excluded items: • Handkerchiefs, belts, suspenders and neckties because they do not cover or protect the body. • Non-woven garments made for one-time use because they do not require ordinary care. • Piece goods sold for making apparel at home

46. International Care labeling system-GINETEX • The International Association for Textile Care Labeling (GINETEX) had developed a language-independent care labeling system in 1975. • GINETEX care labeling system (or international care labeling system) mainly uses symbols to provide care instructions. • The system consists of five basic symbols

47. Basic Care Symbols WASHING BLEACHING IRONING DRYING Dry-cleaning A cross on any of them means that the treatment shall not be used and a bar under the symbols indicates milder treatment is needed (broken bar indicates a very mild treatment).

48. ISO Care Symbols Washing Bleaching Ironing Dry-Cleaning Drying

49. ASTM Standard D5489-96c

50. Canadian Care Symbols The system consists of five basic symbols which are illustrated in three traffic light colours, with green colour indicates no special precautions, a red colour indicates prohibition and orange colour suggests that precautions necessary.