Total Quality Management - Module 1 Notes
1. Quality Concepts
Quality means how good or bad something is. It is the ability of a product or service to satisfy customer needs
and expectations. In Total Quality Management (TQM), quality is not just the responsibility of a specific
department but of everyone in the organization.
Evolution of Quality Control:
- Inspection-based Quality: In the beginning, quality was ensured by inspecting the final product. If defects
were found, they were either corrected or discarded.
- Statistical Quality Control (SQC): Later, industries began using statistical methods during production to
detect issues early.
- Total Quality Management (TQM): The modern approach where quality is integrated into every step. Focus
is on continuous improvement, customer satisfaction, and employee involvement.
Concept Change:
- Previously, only the quality control department was responsible for maintaining quality.
- Now, every employee, from top management to workers, is involved in quality improvement.
TQM Modern Concept:
- Customer Focus: Everything starts and ends with the customer.
- Continuous Improvement: Always look for ways to improve (also known as Kaizen).
- Total Employee Involvement: Everyone is part of quality efforts.
- Fact-Based Decision Making: Use data and analysis for decisions.
- Process Approach: Understand and manage processes to improve efficiency.
Quality Concept in Design:
- Quality should be built into the product right from the design phase.
- Poor design = poor product, even if production is perfect.
Review of Design & Prototype Development:
Total Quality Management - Module 1 Notes
- Design Review: Regular reviews of design to catch errors early.
- Prototype: A sample or model built before full-scale production to test the design and functionality.
2. Control on Purchased Product
This section focuses on ensuring that the materials or components purchased from outside vendors or
suppliers meet the quality standards.
Procurement Activities:
- Vendor Evaluation: Assess potential suppliers based on capability, cost, and past performance.
- Supplier Selection: Choose the supplier who provides quality material consistently.
- Capacity Verification: Ensure the supplier can meet demand quantity and quality.
- Inspection of Incoming Goods: Perform tests and checks on materials received.
- Procurement Procedure: Create a structured process for ordering and receiving materials.
Why is this Important?
- Even a high-quality production system can fail if raw materials are of poor quality.
- Long-term supplier relationships and regular audits help maintain control.
3. Manufacturing Quality
This involves maintaining quality during the manufacturing process and even after the product is sold.
Key Aspects:
- Inspection Techniques: Visual inspection, measurements, testing during production stages.
- Process Control: Using control charts and monitoring tools to ensure process stability.
- Sales and After-Sales Service Quality: Ensuring customers get assistance and support after purchasing.
- Guarantee and Warranty: Offering repair or replacement services for a specific period.
- Analysis of Claims: Handling customer complaints, analyzing root causes, and taking corrective actions.
Total Quality Management - Module 1 Notes
Techniques Used:
- Statistical Process Control (SPC)
- Six Sigma
- ISO Standards
Summary
| Topic | Key Idea |
|------------------------------|--------------------------------------------------------------------------|
| Quality Concepts | Understanding quality and how it evolved from inspection to TQM. |
| Design Quality | Building quality into the product from the beginning. |
| Control on Purchased Product | Ensuring purchased materials meet quality standards. |
| Manufacturing Quality | Ensuring quality during production, in sales, and after-sales services. |