The basic concepts of quality

management
Dr. Qin Su
(Prof. Su)
Tel:2667833
Quality Management
Definition
The harmonized activities commanding and controlling
organization in the area of quality
Activities:
constitute quality police and quality objective
Quality planning
Quality control
Quality assurance
Quality improvement
leadership of top management, carry out
responsibility, participation
Should consider economy
Quality policy & quality objective
Quality policy
total quality tenet and direction issued formally by
top management of organization
Quality objective
pursued objective in quality area
Specifying quality objective respectively in
related functions and levels
quality objective is constituted according to quality
policy
Quality planning
pursue to constitute quality policy, and
regulating necessary running processes and
related resources in order to realize quality
objective.
Part of quality management
Quality control
Part of quality management
pursue to satisfy quality requirements
Control objective: processes
Control result: make objective to meet specified
requirements
It is necessary to take the essential measurement
including operation technique and methods, in
order to meet specified requirements
Quality assurance
Part of quality management
pursue to provide enough trust that quality quality
requirements are satisfied.
Keyword: trust
Basis of trust: establish and run the quality
management
quality requirements: product, process, QS
QA Requirement:
need to be verified
Proof methods: evidence, certification, second part
Auditing
QA always exist in two parts
Quality improvement
Part of quality management
pursue to strengthen the capability of
satisfying quality requirements
Requirements can be any related parts, such
as effectiveness, efficiency, traceability.
continual improvement
recurring activity to increase the ability to fulfil
requirements.
Note: The process of establishing objectives and
finding opportunities for improvement is a
continual process through the use of audit findings
and audit conclusions , analysis of data,
management reviews or other means and
generally leads to corrective or preventive action
customer satisfaction
customer's perception of the degree to which the
customer's requirements have been fulfilled.
Note 1: Customer complaints are a common indicator
of low customer satisfaction but their absence does not
necessarily imply high customer satisfaction.
Note 2: Even when customer requirements have been
agreed with the customer and fulfilled, this does not
necessarily ensure the achievement of customer
satisfaction.
Quality Management system
Management system
The system of Establish policy and objectives
and realizing these objectives
Management system of organization may
include several different system, quality
financial and environment
Quality Management system
Management system of commanding and
controlling organization in quality area
Relationship between concepts
QM & QMS:
implement of QM be going through QMS
-Qminclude QCQAQ policyQ planningQ
improvement
-QS includes QPQCQ improvement
QA & QC
QC emphasize particularly on control measurements
QA emphasize particularly on proof of control results
Total quality management
a management philosophy and a way of thinking that
has helped many organizations towards achieving
world-class status
These organizations are able to produce quality
products and services that meet and exceed the needs
of their customers.
TQM helps create a culture of trust, participation,
teamwork, quality-mindedness, zeal for continuous
improvement, continuous learning and, ultimately, a
working culture that contributes towards a firm's
success and existence.
Rampeyand Roberts (1992)s
definition
TQM aims at continual increase in customer
satisfaction at continually lower real cost.
Total Quality is a total system approach (not a
separate area or program), and an integral part of
high-level strategy.
It works horizontally across functions and
departments, involving all employees, top to
bottom, and extends backwards and forwards to
include the supply chain and customer chain".
TQM characteristic (points)
Total quality
Involvement of people
Whole process
Integrated approach
TQM Core
Custom orientated
Every one participation
Continue improvement
TQM activities
Plan
Do
Check
Action
TQM foundation
Standardization
Metrological work
Quality information
Training
Quality obligation
Team work