...Solution: • No matter how carefully a production process is controlled, these quality measurements will vary from item to item, and there will be a probability distribution associated with the population of such measurements. • If all important sources of variations are under control in a production process, then the slight variations among the quality measurements usually cause no serious problems. • Such a process should produce the same distribution of quality measurements no matter when it is sampled, thus this is a “stable system.” • Objective of quality control is to develop a scheme for sampling a process, making a quality measurement of interest on sample items, and then making a decision as to whether or not the process is in the stable state, or “in control.” • If the sample data suggests that the process is “out of control,” a cause is for the abnormality is sought. • A common method for making these decisions involves the use of control charts. • These are very important and widely used techniques in industry, and everyone in the industry, even if not directly related to quality control, should be aware of these. • Attributes – A performance characteristics that is either present or absent in the product or service under consideration. • Examples: Order is either complete or incomplete; an invoice can have one, two, or more errors. • Attributes data are discrete and tell whether the characteristics...
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...Quality in Different Countries The history of the quality movement and ethics reform go hand in hand in creating better Strategic Quality Management. In the U.S. the history of quality thinkers and contributors starts chapter 2 in our text; ‘Strategic Quality Management’. In 1987 Dr. Deming received the ‘National Medal of Technology’, for his impact on quality in the U.S. The Deming Prize for quality was started in Japan in 1951, and the U.S. in 1980. A little slow on the up take considering most of the innovators in the early years were American. There are so many quality thinkers besides Dr. Deming, in the U.S. researching and writing book about continuous quality improvement and on personal and business ethics during the 1970s and 1980s I will only name a few. Dr. Joseph Juran had a plan he called the Quality Trilogy; quality planning, control, and improvement. He used a disciplined approach project by project. For Dr. Juran it was an ethics issue to meet customers’ needs with a quality product or service. Philip Crosby believed in measuring the cost of nonconformance or poor quality and building a companywide philosophical for quality, personal, and organization improvement (Pryor, White, & Toombs, 2007). All these quality processes requires ‘doing the right thing the right way the first time and every time’. In 1996 Brown identified four ethical approaches used in making judgments as to what is the right thing to do. #1: What is right is determined by an absolute, widely...
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...OF THE STUDY: The study was about the quality initiatives taken up by leading Indian air-brakes manufacturer, Sundaram-Clayton to win the world’s highest award for quality, the Deming Prize. The company’s TQM experience and it’s preparation for winning the award are explored in detail. The case also provides information about the Deming Prize, its history, its importance and the parameters it is awarded on. II. TIME CONTEXT: It happened on Nov. 14, 1998 when Srinivasan ( Sundaram-Clayton CEO ) received the award. III. VIEWPOINT: According to the viewpoint of Srinivasan ( Sundaram-Clayton CEO ), the study was about the quality, that Sundaram-Clayton have and being consistent leading Indian air-brakes manufacturer. IV. STATEMENT OF THE PROBLEM: Improving their succession in quality standards and their level of performance must be consistent in their quality practices. Winning the Deming Prize makes their company more pressured. V. OBJECTIVE: To be able to stand at the peak of quality as the bearer of quality and standard in India, and to encourage other companies to emulate their practices not only for profit, but for the benefit of India’s economy as a whole. VI. AREAS OF CONSIDERATION: A. Strengths: 1. Ensures that targets can be set, and that the success or failure at meeting them can be analyzed. 2. Its ability to introduce poke yokes mistake-proofing techniques on its machines. 3. Delivers total quality that will leave their customers completely...
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...Definition of Quality Management Principle: A quality management principle is a comprehensive and fundamental rule / belief, for leading and operating an organization, aimed at continually improving performance over the long term by focusing on customers while addressing the needs of all other stake holders". The principles are 1) Customer-Focused Organization: Organizations depend on their customers and therefore should understand current and future customer needs, meet customer requirements and strive to exceed customer expectations". Steps in application of this principle are. 1. Understand customer needs and expectations for products, delivery, price, dependability, etc. 2. Ensure a balanced approach among customers and other stake holders (owners, people, suppliers, local communities and society at large) needs and expectations. 3. Communicate these needs and expectations throughout the organization. 4. Measure customer satisfaction & act on results, and 5. Manage customer relationships. 2) Leadership: Leaders establish unity of purpose and direction of the organization. They should create and maintain the internal environment in which people can become fully involved in achieving the organization’s objectives. Steps in application of this principle are. 1. Be proactive and lead by example. 2. Understand and respond to changes in the external environment. 3. Consider the needs of all stake holders including customers, owners...
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...TQM EVOLUTION Total Quality Management (TQM) - is a modern management concept. - is customer oriented management philosophy and strategy, centered on quality so as result in customer delight. TQM addresses the concepts of: 1. Product Quality 2. Process Control 3. Quality Assurance 4. Quality Improvement Quality - fitness for use - Its suitability for use by the customer ISO - International Organization for Standardization - founded in the year 1946 and has it’s headquarter in Geneva, Switzerland. PRODUCT QUALITY 1. Functionality- refers to the core features and characteristics of a product. 2. Reliability- is an indicator of durability of product. 3. Usability- product should be easily usable. 4. Maintainability- refers to the ease which a product can be maintained in the original condition. 5. Efficiency- ratio of output to input. 6. Portability- defined as a set of attributes that bear on the ability of software to be transferred from one environment to another. SERVICE QUALITY- is made to order. Additional features of Service Quality are: * Quality of Customer Service * Quality of Service Design * Quality of Service Delivery Additional Attributes of Quality (Product and Services) 1. Timeliness- Delivery on schedule per...
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...the project. c. Matrix Project: a structure that blends the functional and pure project structures. Each project uses people from different functional areas. A dedicated project manager decides what tasks need to be performed and when, but the functional managers control which people to use. 3. Work Breakdown Structure: (WBS) The hierarchy of project tasks, subtasks, and work packages. 4. The project planning algorithm: CPM 5. Major Points: a. Virtually every major organization has numerous projects underway at all times. b. The work breakdown structure should display a logical division and hierarchy of the elements of a project c. Three alternative project organizations are pure project, functional, and matrix. d. The matrix organizational form offers advantages of functional division while maintaining benefits of project responsibility. e. Critical path scheduling focuses attention on those activities in a project network that are the most critical in completing a project on time. 12 6. Quality: Conformance to requirements (Crosby), A predictable degree of uniformity and dependability at low cost and suited to the market (Deming), Fitness for use (satisfies customers’ needs) (Juran) 7. Total quality management: Managing the entire organization so that it excels on all dimensions of products and services that are important to the customer. 8....
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...Total Quality Management Concepts, Evolution and Acceptability in Developing Economies R.R. Lakhe Shri Ramdeobaba Kamla Nehru Engineering College, Nagpur, India, and Total Quality Management 9 Received March 1993 Revised October 1993 R.P. Mohanty National Institute of Industrial Engineering, Bombay, India Introduction In recent years, Total Quality Management (TQM) has received worldwide attention and is being adopted in many industries, particularly in developed economies. TQM has evolved primarily because of the changes in the global economy and also because of demand in market forces. Although control of quality has been practised in many industries for several years, the adoption of TQM as a major preoccupation of businesses worldwide is very recent. The traditional control methods being implemented in industries to ensure quality have not yielded the results that were expected of them. Furthermore, rapidly changing technology and customer expectations have already affected organizations worldwide and thus have promoted the need for taking a new look at quality management. In this study we intend to discuss how TQM can be adopted in organizations that are replacing existing quality control systems to promote competition and growth. Various pioneering researchers have made significant contributions towards the design, development and application of the TQM system. This article takes a synoptic view of the existing state-of-the-art and makes...
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...Total Quality Management History: The concept of quality can be seen in ancient civilization. Egyptian Pyramids and the Great Wall of China are the evidences from history. The concept of total quality was started back in 1920’s. In 1940, statistical techniques were used to check quality. In 1960 quality management became broader in meaning. In past decades quality management was limited to the production process but now quality control is concept taken as something to be applied in every line of business. Introduction: TQM is management approach to integrate all management activities or organizational function (engineering, finance, customer service, design, marketing, and production, etc.) to focus on meeting customer needs and organizational objectives by delivering high-quality products and services. TQM is a method in which management and employees work in the same line for continuous improvements in goods and services to meet customer expectation and to achieve organizational goals. The ultimate objective of TQM is to minimize defects. The Competition based on quality has grown up in recent years. Companies are focusing on quality improvement in every line of business in order to be more competitive. Companies who do not focus on quality will not survive. Companies took quality concept as a crucial to survive in the market. Features: 1-Customer Focus: The first and most important feature of TQM, on which it emphasis more is ‘Customer’. Company more focus...
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...Q.1:ANS:- Quality assurance (QA) refers to the engineering activities implemented in a quality system so that requirements for a product or service will be fulfilled.[1] It is the systematic measurement, comparison with a standard, monitoring of processes and an associated feedback loop that confers error prevention.[2] This can be contrasted with quality control, which is focused on process outputs. Two principles included in QA are: "Fit for purpose", the product should be suitable for the intended purpose; and "Right first time", mistakes should be eliminated. QA includes management of the quality of raw materials, assemblies, products and components, services related to production, and management, production and inspection processes.[citation needed] Suitable quality is determined by product users, clients or customers, not by society in general. It is not related to cost and adjectives or descriptors such "high" and "poor" are not applicable. For example, a low priced product may be viewed as having high quality because it is disposable where another may be viewed as having poor quality because it is not disposable. The quality of products is dependent upon that of the participating constituents,[6] some of which are sustainable and effectively controlled while others are not. The process(es) which are managed with QA pertain to Total Quality Management. If the specification does not reflect the true quality requirements, the product's quality cannot be guaranteed. For...
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...Sigma and Competitive Advantage, Vol. x, No. x, xxxx 1 Six Sigma and Total Quality Management: different day, same soup? Bengt Klefsjö* and Bjarne Bergquist Division of Quality and Environmental Management, Luleå University of Technology, SE-971 87 Luleå, Sweden E-mail: Bengt.Klefsjo@ltu.se E-mail: Bjarne.Bergquist@ltu.se *Corresponding author Rick L. Edgeman Department of Statistics, University of Idaho, Moscow, Idaho 83844-1104, USA E-mail: redgeman@uidaho.edu Abstract: For decades now TQM has been a dominant management concept for improving competitiveness and financial results. In recent years, however, TQM seems to have lost some of its nimbus with other concepts and approaches such as Lean Enterprise and Six Sigma launched and increasingly in vogue. The aim of this paper is to look at TQM and Six Sigma, their backgrounds, definitions and ingredients, and their similarities and differences to see whether the two concepts really are different dishes or contain the same ingredients in different proportions. Keywords: quality; Quality Management; Six Sigma; Total Quality Management (TQM). Reference to this paper should be made as follows: Klefsjö, B., Bergquist, B. and Edgeman, R.L. (xxxx) ‘Six Sigma and Total Quality Management: different day, same soup?’, Int. J. Six Sigma and Competitive Advantage, Vol. x, No. x, pp.xxx–xxx. Biographical notes: Bengt Klefsjö is a Professor of Quality Technology and Management at Luleå University of Technology in Sweden. He has published...
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...of setting up individual departments to do specialized tasks is called: c. departmentalization. Learning Goal 2 3. The evolving business environment has made ____________ a critical managerial function. c. finding new employees 4. The principle of _______________ means that each person should know to whom they report, and that managers should have the right to give orders and expect others to follow. d. hierarchy of authority Learning Goal 3 5. Robin Banks is in a supervisor for a large, bureaucratic organization on the West Coast. According to the views of a bureaucratic organization, this means that Robin should: b. do her work and let middle and upper level managers do the decision making. 6. A manager’s span of control: b. will narrow as the manager gets to higher levels in the organization and work becomes less standardized. 7. Who Dunnit is a new firm that makes murder mystery games for sale in retail stores and through catalogs. The company has very few management positions, and most everybody pitches in when they need to, to get the job done. It is really a “team” effort, with very few layers of management. Who Dunnit is an example of a: d. flat organization. 8. Dewey, Cheatum, and Howe is a car company that makes four models, a hybrid sport utility, a sports car, a four door sedan, and a compact car. Workers at Dewey basically work on only one type of vehicle, and separate marketing and product development processes are designed for each...
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...IMPACT OF TOTAL QUALITY MANAGEMENT IN INDIAN PHARMACEUTICAL COMPANIES’ PERFORMANCE Name: Singh Sudhanshu Bala, Roll no.- ITM/BIT/MUMBAI/09/1- 17 2. INDEX Serial No. Title Page No. 1. Title Page 1 2. Index 2 3. Title of the Thesis 3 4. Background of Research 4 5. Objectives 10 6. Scope 11 7. Methodology 11 8. Review of Literature 12 9. Gaps in Literature 14 10. Summary of the Proposal 14 11. Work Plan 16 12. References 17 3. TITLE OF THE THESIS: IMPACT OF TOTAL QUALITY MANAGEMENT IN INDIAN PHARMACEUTICAL COMPANIES’ PERFORMANCE 4. BACKGROUND OF RESEARCH: Total quality management (TQM) - TQM has been defined as an integrated organizational effort designed to improve quality at every level. TQM is also defined as quest of excellence, fitness for use, value for money, customer satisfaction etc. The International Organisation for Standards (ISO) defines TQM as, "TQM is a management approach for an organisation, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction and benefits to all members of the organisation and to society." ISO 8402:1994 TQM acts as an umbrella under which everyone in the organisation...
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...Difference between QA and QC As we've talked in a previous post about the Definition of Quality, with these 2 terms exist the same “issue” where every single person/organization defines Quality Assurance (QA) and Quality Control (QC) in a bit different way. Also, many people including HHRR (Human Resources) and quality professionals do not know what QA and QC really means, and what the difference is between both terms. For those reasons, these concepts are often used interchangeably, and in some organizations one department performs the activities of both. The truth is that both terms have strong interdependence; QA relies mostly on the QC feedback and both work to deliver good quality products/services; but they are different processes. Next table shows the differences between them. QA vs. QC Definition from ASQ.org Assurance: The act of giving confidence, the state of being certain or the act of making certain. QA: The planned and systematic activities implemented in a quality system so that quality requirements for a product or service will be fulfilled. Other definition QA is a failure prevention system that predicts almost everything about product safety, quality standards and legality that could possibly go wrong, and then takes steps to control and prevent flawed products or services from reaching the advanced stages of the supply chain. Definition from ASQ.org Control: An evaluation to indicate needed corrective responses; the act of guiding a process...
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...08AA801 TOTAL QUALITY MANAGEMENT 3 0 0 100 UNIT – I INTRODUCTION 9 Definition of Quality, Dimensions of Quality, Quality Planning, Quality costs - Analysis Techniques for Quality Costs, Basic concepts of Total Quality Management, Historical Review, Principles of TQM, Leadership – Concepts, Role of Senior Management, Quality Council, Quality Statements, Strategic Planning, Deming Philosophy, Barriers to TQM Implementation Definition of Quality QUALITY A high degree of excellence Electronic gadgets by SONY Suiting’s by RAYMOND Storewel by GODREJ Aircraft Engines by ROLLS ROYCE Degree to which a set of inherent characteristic fulfils requirements Degree – poor / good/ bad Inherent – existing in something as a permanent characteristic eg. Coal from India, Australia Characteristic – Can be Qualitative / Quantitative Fulfilling – satisfying / meeting the requirements Requirements – needs, wants ,desire Conformance to specifications - as per JOSEPH JURAN Quality – Customers’ perspective Fitness for use - as per PHILIPS CROSSBY: how well the product function supposed to be Quality of Design : Designing Quality characteristics into a product / Service for eg. Cars from Mercedes Benz and Ford Motors are equally ‘fit for use’ but with different design dimensions Machineries from England and Germany are rugged and robust design whereas Japanese machines are high performance with limited life span say, 5 years Quality is conformance to...
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...2/15/2015 2/15/2015 Mikee Lyka C. Menes 3-Marketing Management Mikee Lyka C. Menes 3-Marketing Management Total Quality Management (Companies) Total Quality Management (Companies) * Total Quality Management of McDonalds Introduction The father of the quality movement which is W. Edwards Deming introduced the concept of management named Total Quality Management (TQM). This approach management originated in Japanese Industry in the 1950’s and became popular in the West since early 1980’s. TQM is a system for a customer focused organization in continual improvement that involves all employees of all aspects of the organization. Employee involvement, focus on the customer, benchmarking, and continuous improvement are the four significant elements of TQM. Besides, there are some management techniques which involve in the implementation of TQM, such as quality circles, Six Sigma, reduced cycle time and continuous improvement Employee involvement is creating an environment for employees as to have impact on decisions making and actions which can affect their jobs. Focus on the customer Customer is the only element who determine the level of quality and the worthwhile level from all the efforts which organization do to foster quality improvement, training employees, integrating quality into processes management. Benchmarking Benchmarking is the process of comparing one's business processes and performance to industry as to learn and practice from other industry for...
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