Quality Rev C

8/9/2019 Quality Rev C

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IntroductionIntroduction

Who am IWho am IMy roleMy roleWhy we are hereWhy we are here


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Quality DefinitionQuality Definition

What is Quality ?What is Quality ?


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Wh at Do you T hink Wh at Do you T hink


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QUAL ITY DEFINITIONS

Quality is customer satisfaction/delightQuality means conformance to specified

requirementsQuality means fitness for useQuality means value for moneyQuality means zero defects

Quality means guarantee of confidenceQuality is efficiency and productivityQuality is an investment for profitabilityQuality means on time delivery


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Quality is a collective attitude of mind

Quality is a thought revolution in managementQuality is a systematic approach to excellenceQuality is the ultimate expression of craftsmanshipQuality is a never ending cycle of improvementQuality means pride of ownershipQuality means consistently producing conforming

products

Quality means credibility

QUAL ITY IS ALL OF THE AB OVE


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Quality Defined

A quality productor service is one

that meets or exceeds customer

expectations...


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Defined on t he following eig ht dimensions:

Performance

Aesthetics

Serviceability

FeaturesReliability

Durability

Quality of conformance

Fitness for use


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Performance

Aesthetics

Serviceability

FeaturesReliability

Durability


Fitness for use

How consistentlyHow consistentlyand well a productand well a product

functionsfunctions The appearance of The appearance of

tangible productstangible products(style, beauty)(style, beauty) Measures t he ease of Measures t he ease of

maintaining and/or maintaining and/or repairing t he productrepairing t he product

Characteristics of aCharacteristics of a product t hat differentiate product t hat differentiate

functionally similar functionally similar products products

The probability t hat theThe probability t hat the product or service will product or service will perform its intended perform its intended

function for a specifiedfunction for a specifiedlengt h of timelengt h of time


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Performance

Aesthetics

Serviceability

FeaturesReliability

Durability


Fitness for use

The lengt h of timeThe lengt h of timea product functionsa product functionsA measure of howA measure of howa product meets itsa product meets its

specificationsspecificationsThe suitability of t heThe suitability of t he product for carrying product for carrying

out its advertisedout its advertisedfunctionsfunctions


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Quality Defined

Zero defects

means t hat all productsconform to

specifications.


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Quality Defined

A defective product is one t hat does not

conform tospecifications.


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Wh y Quality is Important?Wh y Quality is Important?

What Do you Think ?What Do you Think ?


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Improves Service, Revenue, Customer Satisfaction, Profitability and Decreases Costs


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Consequences of Poor ControlConsequences of Poor Control

Loss of BusinessLoss of Business

Increased Potential LiabilityIncreased Potential Liability

Decreased ProductivityDecreased Productivity

Increased CostsIncreased Costs


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Principles of Success:Principles of Success:Customer Driven OrganisationCustomer Driven OrganisationLeaders hipLeaders hip

Involvement of PeopleInvolvement of PeopleProcess A pproac hProcess A pproac hSystem A pproac h to ManagementSystem A pproac h to Management

Continual ImprovementContinual ImprovementFactual A pproac h to Decision MakingFactual A pproac h to Decision MakingMutually Beneficial Supplier Relations hipsMutually Beneficial Supplier Relations hips


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International StandardsInternational Standards


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ISO 9000ISO 9000

Series of standards agreed upon by t heSeries of standards agreed upon by t heInternational Organization for StandardizationInternational Organization for Standardization(ISO)(ISO)

Adopted in 1987Adopted in 1987

More t han 100 countriesMore t han 100 countries

A prerequisite for global competition?A prerequisite for global competition?ISO 9000 directs you to "document w hat you doISO 9000 directs you to "document w hat you doand t hen do as you documented"and t hen do as you documented"


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Wh at is ISO 9001:2000 ?Wh at is ISO 9001:2000 ?

ISO 9001:2000 is t he most commonly usedISO 9001:2000 is t he most commonly usedInternational Standard t hat provides a framework for anInternational Standard t hat provides a framework for aneffective Quality Management System. T hiseffective Quality Management System. T hisInternational Standard specifies requirements for aInternational Standard specifies requirements for aquality management system w here a company needs toquality management system w here a company needs to

demonstrate its ability to consistently provide productdemonstrate its ability to consistently provide productthat meets customer requirements and satisfactionthat meets customer requirements and satisfactionneeds.needs.


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ISO 9001:2000 Framework ISO 9001:2000 Framework

Quality Management systemQuality Management system

Management ResponsibilitiesManagement Responsibilities

Resource ManagementResource Management

Product RealizationProduct Realization

Measurement, Analysis and ImprovementMeasurement, Analysis and Improvement


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Typical Certification ProcessTypical Certification Process

11-- Initial visitInitial visit22-- Documentation reviewDocumentation review33-- Certification auditCertification audit44-- Periodic auditsPeriodic auditsEac h issued certificate has a t hreeEac h issued certificate has a t hree--year life period.year life period.U pon certification, a periodic audit is sc heduled for U pon certification, a periodic audit is sc heduled for regular audits over t he threeregular audits over t he three--year period. At least oneyear period. At least one

periodic audit per year is required. periodic audit per year is required.55-- ReRe--certification auditcertification auditAfter t he three years are up, your certification will beAfter t he three years are up, your certification will be

extended t hroug h a reextended t hroug h a re--certification audit.certification audit.


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THREE FORMS OF ISOTHREE FORMS OF ISOCERTIFIC ATIONCERTIFIC ATION

1.1. First party: A firm audits itself against ISO 9000First party: A firm audits itself against ISO 9000standardsstandards

2.2. Second party: A customer audits its supplier Second party: A customer audits its supplier

3.3. Third party: A "qualified" national or internationalThird party: A "qualified" national or internationalstandards or certifying agency serves as auditor standards or certifying agency serves as auditor


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Quality AssuranceQuality Assurance


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Wh at is Quality Assurance ?Wh at is Quality Assurance ?

It is costIt is cost--effective.effective.It is an aid to productivity.It is an aid to productivity.It is means of getting it rig ht first time everyIt is means of getting it rig ht first time everytime.time.It is good management sense, and, mostIt is good management sense, and, mostimportantly;importantly;It is t he responsibility of Everyone.It is t he responsibility of Everyone.


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Background to Quality AssuranceBackground to Quality Assurance

The ultimate purpose of any Quality system is to ensureThe ultimate purpose of any Quality system is to ensurecomplete satisfaction by t he customer wit h the goods or complete satisfaction by t he customer wit h the goods or services provided by t he supplier.services provided by t he supplier.

Sometimes defects were not discovered until manufacture wasSometimes defects were not discovered until manufacture wasat an advanced stage, often leading to costly repair work andat an advanced stage, often leading to costly repair work andsometimes involving scrapping, wit h the inevitable sc hedulesometimes involving scrapping, wit h the inevitable sc heduledelays.delays.In todays highly demanding environment of quality, toget her In todays highly demanding environment of quality, toget her with the concern by customers and t he costs restraints wit hin awith the concern by customers and t he costs restraints wit hin acompany, t he emp hasis must now be proactive rat her thancompany, t he emp hasis must now be proactive rat her thanreactive. T he question have we got it rig ht ? (qualityreactive. T he question have we got it rig ht ? (qualitycontrol/inspection) must give way to are we doing it rig ht ?control/inspection) must give way to are we doing it rig ht ?(quality assurance)(quality assurance)


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Objective evidence of QualityObjective evidence of QualityObjective evidence of quality is t hat w hich confirms t hat allObjective evidence of quality is t hat w hich confirms t hat allactivities wit hin eac h of the functions of a service or activities wit hin eac h of the functions of a service or manufacturing process and, in t he case of large projects, sitemanufacturing process and, in t he case of large projects, siteconstruction and commissioning, have been carried out inconstruction and commissioning, have been carried out inaccordance wit h establis hed working met hods. T hese met hodsaccordance wit h establis hed working met hods. T hese met hodsare identified in documents w hich are known asare identified in documents w hich are known as procedures procedures & &

job instructions job instructions ..Procedures detail t he purpose and scope of an activity and alsoProcedures detail t he purpose and scope of an activity and alsoidentify how, w hen, w here, and by w hom t he activity is to beidentify how, w hen, w here, and by w hom t he activity is to becarried out. Emanating from suc h will be documents w hich carried out. Emanating from suc h will be documents w hich will detail t he results of t hese activities.will detail t he results of t hese activities.Procedures and job instructions, toget her wit h the met hods for Procedures and job instructions, toget her wit h the met hods for ensuring t hey work, make up a quality system.ensuring t hey work, make up a quality system.Job instructions direct personnel in carrying out a specific task.Job instructions direct personnel in carrying out a specific task.Job instructions do not necessarily produce documentationJob instructions do not necessarily produce documentationand, in suc h instances, can be audited only by watc hing t heand, in suc h instances, can be audited only by watc hing t he

person involved carry out t he task. person involved carry out t he task.


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Setting up an appropriate SystemSetting up an appropriate System

Satisfying customer requirements and improvingSatisfying customer requirements and improvingoverall business efficiency are generally consideredoverall business efficiency are generally considered

to be t he two main reasons for implementing a qualityto be t he two main reasons for implementing a qualitysystem. T here are however, a number of ot her system. T here are however, a number of ot her objectives w hich could be considered, suc h as :objectives w hich could be considered, suc h as :To increase customer confidenceTo increase customer confidence

To en hance t he companys corporate imageTo en hance t he companys corporate imageTo improve employee participation and morale.To improve employee participation and morale.To ac hieve registration as a qualityTo ac hieve registration as a quality- -assured companyassured company ..


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Wh en to use a CorsetWh en to use a Corset

It is used w hen identifying w hether or not an activityIt is used w hen identifying w hether or not an activity

should be controlled one s hould question, in t he eventshould be controlled one s hould question, in t he eventthat the activity s hould go wrong, w hat would be t he :that the activity s hould go wrong, w hat would be t he :Cost of putting it rig ht ??Cost of putting it rig ht ??Resources required to put it rig ht ??Resources required to put it rig ht ??Safety implications s hould it go wrong ??Safety implications s hould it go wrong ??Environmental impacts s hould it go wrong ??Environmental impacts s hould it go wrong ??Time involved in putting it rig ht ??Time involved in putting it rig ht ??


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CostCost

Generally, quality costs can be allocated toGenerally, quality costs can be allocated tothree distinct costing centers, as follow :three distinct costing centers, as follow :Prevention costsPrevention costsA ppraisal (or inspection) costsA ppraisal (or inspection) costsFailure/rectification costsFailure/rectification costs


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Prevention costsPrevention costs

These are incurred to reduce t he costs associated wit h the failure,These are incurred to reduce t he costs associated wit h the failure,rectification and appraisal of t he manufacturing or service process andrectification and appraisal of t he manufacturing or service process andwould normally be related to :would normally be related to :The activities of planning and implementing t he quality system, developingThe activities of planning and implementing t he quality system, developingthe quality system documentation, c hecking and approving suc h the quality system documentation, c hecking and approving suc h documentation and distributing or communicating t he informationdocumentation and distributing or communicating t he informationcontained wit hin the documentation.contained wit hin the documentation.The activity involving t he verification of t he entire quality system, i.e.The activity involving t he verification of t he entire quality system, i.e.internal audit.internal audit.The subsequent management review of t he entire system.The subsequent management review of t he entire system.

The assessment and verification of suppliers organizations.The assessment and verification of suppliers organizations.The costs associated wit h training and education, w hich will include t heThe costs associated wit h training and education, w hich will include t hedevelopment, implementation, operation and maintenance of indevelopment, implementation, operation and maintenance of in- -house andhouse andexternal training programs.external training programs.The costs related to developing and implementing quality improvementThe costs related to developing and implementing quality improvement

programs, suc h as quality circles, performance measurement, problem programs, suc h as quality circles, performance measurement, problem

solving, statistical process control, and ot hers.solving, statistical process control, and ot hers.


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A ppraisal costsA ppraisal costs

These are t he costs incurred in verifying t he conformance of These are t he costs incurred in verifying t he conformance of the product or process to requirements and would normallythe product or process to requirements and would normallyinclude :include :

Verifying t hat purc hased items are in conformance wit h Verifying t hat purc hased items are in conformance wit h requirements.requirements.Checking and verifying t he manufacturing or service activityChecking and verifying t he manufacturing or service activitythroug hout t he process and t hen, finally, confirming t hethroug hout t he process and t hen, finally, confirming t hequality of t he completed work quality of t he completed work- -for example, analyzing andfor example, analyzing andreporting of verification results, w hich are conducted after reporting of verification results, w hich are conducted after confirming t hat the activity has been satisfactorilyconfirming t hat the activity has been satisfactorilyaccomplis hed.accomplis hed.The costs associated wit h the storage of records as required toThe costs associated wit h the storage of records as required toconfirm t he quality of t he items or service.confirm t he quality of t he items or service.


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Failure/rectification costsFailure/rectification costs

These are t he costs associated wit h getting itThese are t he costs associated wit h getting itwrong and, subsequently putting it rig ht.wrong and, subsequently putting it rig ht.Internally, t hese can include suc h things asInternally, t hese can include suc h things asscrap, corrective action, rescrap, corrective action, re- -verification andverification anddowndown--time.time.


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AuditsAudits

NOT A HIDE

NOT A HIDE--

N

N --SEEK GAME SEEK GAME

Fact finding practiceFact finding practiceTo verify complianceTo verify compliance


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The need for AuditingThe need for Auditing

Once procedures are establis hed, how can it beOnce procedures are establis hed, how can it beensured t hat the procedures are beingensured t hat the procedures are beingimplemented and are effective ? Wh at takesimplemented and are effective ? Wh at takesthe place of inspection in t he old system of the place of inspection in t he old system of operation ? T he answer is a compliance audit.operation ? T he answer is a compliance audit.

An audit is undertaken to indicate w hether aAn audit is undertaken to indicate w hether a procedure or job instruction is working procedure or job instruction is workingsatisfactorily.satisfactorily.


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Types of AuditTypes of AuditAdequacyAdequacy

Done at intervals of 1Done at intervals of 1- -3 years3 yearsRevisit procedures and processes to c heck Revisit procedures and processes to c heck

suitability wit h environmentsuitability wit h environmentRevisit business processesRevisit business processesLook for improvement in processLook for improvement in processGaps called Areas for improvementGaps called Areas for improvement

ComplianceComplianceMore frequentlyMore frequently- - quarter/semester quarter/semester Documented systems availableDocumented systems availablePeople drawn from outside t he systemPeople drawn from outside t he system


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Product AuditProduct Audit May be contractually agreed wit h theMay be contractually agreed wit h thecustomer.customer.Th e customer sometimes employs an external agency for Th e customer sometimes employs an external agency for

doing so. If not, done wit h internal auditorsdoing so. If not, done wit h internal auditorsPlanned to be performed at t he final stage of inspectionPlanned to be performed at t he final stage of inspectionFeatures: Unannounced, ReFeatures: Unannounced, Re- -inspectedinspected

Process AuditProcess Audit Conducted by Inspectors /EngineersConducted by Inspectors /Engineers


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Internal Audit:Internal Audit:First party auditFirst party audit By your internal systemBy your internal system

Second party auditSecond party audita) Supplier audita) Supplier audit

b) Customers audit product b) Customers audit product

Third party auditThird party auditConsultant/agencyConsultant/agency- - Normally certification is accompanied e.g.: Normally certification is accompanied e.g.:

ISO 9000ISO 9000 valid for 3 years subject to success of 5 surveillancevalid for 3 years subject to success of 5 surveillanceaudits. If t here is non conformance you are given 3 mont hs timeaudits. If t here is non conformance you are given 3 mont hs timefor corrective action. If t here is non conformance in process, t henfor corrective action. If t here is non conformance in process, t henit is stated by auditors t hat it s hould be in place before t he nextit is stated by auditors t hat it s hould be in place before t he nextsurveillance.surveillance.


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Vendor/Supplier AuditVendor/Supplier AuditTwo StagesTwo Stages

1) Induction Audit1) Induction Audit PrePre--announcedannounced

2) Performance Monitoring Audit2) Performance Monitoring Audit Surprise/Surprise/

announcedannounced


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Non Non--ConformityConformity

Major Major System documented but practice not doneSystem documented but practice not done

Minor Minor -- Deviation from systemDeviation from system

e.g.: 1) Procurement from approved source not donee.g.: 1) Procurement from approved source not done - -Score is 9 out of 10Score is 9 out of 10

2) Obsolete documents found in t he work place2) Obsolete documents found in t he work place


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Minor non conformances are realised as aMinor non conformances are realised as a

symptom and more samples are taken.symptom and more samples are taken.

If symptoms do not get repeated, t hen they areIf symptoms do not get repeated, t hen they are

dismissed as sporadicdismissed as sporadic

Action warranted if symptoms repeatedAction warranted if symptoms repeated


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Non Conformance Report Non Conformance Report(NCR)(NCR)

Given to process owners.Given to process owners.

Contains particulars of:Contains particulars of:

-- Wh at is t he Non conformanceWh at is t he Non conformance-- To w hat does it attributeTo w hat does it attribute-- Explains w hy it is an Non conformanceExplains w hy it is an Non conformance


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AN AN AUDIT IS USUALLY NOT A AUDIT IS USUALLY NOT A

SURPRISE EVENT. SURPRISE EVENT.


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In summary, t he essence of a QualityIn summary, t he essence of a Qualitysystem is simply :system is simply :

Say wh

at you do.Say wh

at you do. Do w h at you say. Do w h at you say. Record w h at you h ave done. Record w h at you h ave done.

Audit for effectiveness. Audit for effectiveness. Feedback and improve. Feedback and improve.


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Thank YouThank Youfor for

your timeyour time


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W ill t his make my life easier?W ill t his make my life easier?Is this someone else's responsibility?Is this someone else's responsibility?How does all t his apply to t he way I do myHow does all t his apply to t he way I do my

job? job?

Documents

Quality Rev C