RMP Production Assembly (Q.control) M/Sales S 1 S 2 S 3 S 4 S 5 KAIZEN KAIZEN Two types of customers S 2 (Int. Customer) S 1 External Customer S 1 (Int. Supplier) S 2
“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 Evaluation Quality System A set of documented Checking whether the quality procedures and rules of system and the execution of the management aimed, the quality control activities conform assurance of conformance of a with the Management directives product, process or service to (or external standards when imposed) specified requirements and the demonstration thereof Quality Control The operational techniques and activities necessary for maintaining the required quality of product, process or service
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 objectives 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 To instruct the work force in broad terms, how the policies and Purpose: objectives 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 or various departments will integrate their efforts to meet the management stated quality objectives.
Preparations ________ 185 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. 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, operations 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.
(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
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