RMP Production Assembly (Q.control) M/Sales S 1 S 2 S 3 S 4 S 5 - - PowerPoint PPT Presentation

RMP S1 Production S2 Assembly S3 (Q.control) S4 M/Sales S5

KAIZEN KAIZEN

Two types of customers S1 S2 (Int. Customer) S2 S1 (Int. Supplier) External Customer

• “TOTAL QUALITY MANAGEMENT IS AN INTEGRATED ORGANIZATIONAL

APPROACH TAKING CARE OF CUSTOMERS’ (INTERNAL AND EXTERNAL) SATISFACTION ON A CONTINUOUS BASIS”

• A.V. FEIGENBAUM in 1962 (TQC)

“THE TOTALITY OF CHARACTERISTICS OF AN ENTITY THAT BEAR ON ITS ABILITY TO SATISFY STATED AND IMPLIED NEEDS”

• ISO-8402 Definition

According to ISO 9001:2000 “Q” IS THE DEGREE TO WHICH A SET OF INHERENT CHARACTERISTICS FULFILS THE REQUIREMENT “Q” IS CONFORMANCE TO REQUIREMENTS AND FITNESS FOR PURPOSE

WHAT IS TQM? T = TOTAL Q = CUSTOMERS’ SATISFACTION M = ALL LEVELS OF MANAGEMENT TOTAL QUALITY MANAGEMENT (TQM) TRANSFORMS TASK DOERS AS TASK PERFORMERS WITH SEVEN HARDWARE ’S’ & SOFTWARE ‘S’ APPROACHES HARD ‘S’ - STRATEGY, STRUCTURE, & SYSTEM SOFTS ‘S’ - STAFF, SKILL, STYLE, & SHARED VISION

TEI = TOTAL EMPLOYEE INVOLVEMENT THROUGH SGAs (QCCs, WITS, CFTs) KAIZEN = CONTINUOUS IMPROVEMENT THROUGH (KAIZEN TEAMS, QFD TEAMS, CFTS, CEDAC TEAMS ETC.) STANDARDIZATION = NATIONAL & INTERNATIONAL STANDARDS, Viz., ISO-9001/14001 & QS-9000

BASIC STEPS REQUIRED TO LAUNCH QUALITY/ TQM/STANDARDIZATION

• I. TO FORM INTO A STEERING COMMITTEE
• II. TO EVOLVE ORGANIZATION’S/ENTERPRISE

QUALITY POLICY & A MISSION STATEMENT

• III. TO IMPART TRAINING (TO WHOM?)

FIRST - TO TOP MANAGEMENT SECOND - TO MIDDLE MANAGEMENT THIRD - TO LOWER MANAGEMENT

• IV. INVITE SGAs at all levels of Management
• V. INSTITUTIONALISE QUALITY (Small group activities)
• VI. RECOGNISE GROUPS THROUGH REWARDS
• VII. INSTALL QMS THROUGH STANDARDIZATION

STANDARDIZATION - TO CREATE BRAND NEED FOR STANDARDIZATION INDIAN CONTEXT: STANDARDS

At DOMESTIC At NATIONAL At INTERNATIONAL Level Level Level ISI, AGMARK IS-9001 ISO 9001:2000 Hallmark IS-9002 ISO-14001:2004 QS9000,OSHAS,HACCP,SA8000,BS7799

Quality Assurance

Quality System

A set of documented procedures and rules of management aimed, the assurance of conformance of a product, process or service to specified requirements Quality Control

The operational techniques and

activities necessary for maintaining the required quality of product, process or service

Quality Evaluation

Checking whether the quality system and the execution of the quality control activities conform with the Management directives (or external standards when imposed) and the demonstration thereof

Step by step approach for ISO-9000

(1) To form into a Steering Committee/Quality Council

(2) To evolve a “QUALITY POLICY” & to write a mission statement (3) To Impart Training First to top management Second to middle management Third to lower level management (4) To invite SGAs at all levels (5) To appoint a Management Representative (6) To select a few auditors & train them in Internal Auditing Training Programme (7) Assess the existing documentation system (8) Prepare manuals

• Apex Manual (Quality system)
• Departmental Manuals
• Work Instructions
• Records & Statements (Indexed related documentation)

184 ISO 9000 Quality System The purpose and control of these documents are briefly described here Quality Manual

Purpose: To inform the employees and customers, of the management policy and

• bjectives for quality. Broadly it states what is done to assure the

uality of the product or services. Contents: The quality manual must address each element of either ISO 9001, ISO 9002 OR ISO 9003. Description need not be in detail. The purpose is to assure the reader or assessor, that the organization has taken care to incorporate all aspects of ISO standard.

Quality Procedures

Purpose: To instruct the work force in broad terms, how the policies and

• bjectives expressed in the quality system manual are to be

addressed and achieved. This is confidential document for internal use of company. Quality procedures can be developed separately for each department. Contents: Procedures relevant to each of the statements made in quality system manual, describing to show groups of people in the same

• r various departments will integrate their efforts to meet the

management stated quality objectives.

Preparations ________ 185 Work Instructions Purpose: To describe in detail how a specific, activity is to be performed and define the standards of acceptability for the product or services. Contents: These documents are in the form of drawings, pictures,

• perations

sheets, inspection and test schedules, flow charts etc.

Quality Records Process: To demonstrate that, the product or service provided has been developed and

produced in accordance with the specified requirements and proves the effective functioning of quality system. Contents:Different types of forms and reports can be made for different operations and activities. Various types of forms and record sheets can be designed to meet the production recording, auditing, calibration recording, procurement activities, ISO 9000 requirements etc. All requirements of the standard should be covered. The procedure should be made for all activities right from receipt of an enquiry till delivery of the product or services to the customers.

(9) Assess the Quality System (Documentation) through adequacy audit & internal auditing (10) To find out non-conformances and close them through corrective and preventive action (11) Close NCR & apply for registration to ISO – certification (12) To invite second party auditing (13) To get certified in third party auditing (14) To use and feel the impact of ISO-standard (15) To prepare for surveillance audit (16) To get renewed and re-certified

QUALITY IS A NEVER ENDING PROCESS. IT HAS TO FLOW IN THEORGANISATION LIKE A PERENIAL RIVER CREATING BRAND INMARKET TO HAVE CONSISTENT QUALITY