Ghani khan Choudhury Institute

of
Engineering And Technology

Name : Anirban Roy

Roll No : 35500721006
Subject : Total Quality Management
Subject Code : OE-ME802A
Reg No : 213550100710016
Department : Mechanical Engineering
Season : 2024-2025
Submitted To : Miss Anisha Pal
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 Topic-

Need for quality, Definition of Quality, Evolution of quality, Product quality and Service quality,
Dimensions of Quality, Definition of Total quality management, Quality Planning, Quality costs -
Analysis, Techniques for Quality Costs, and Basic concepts of Total Quality Management.

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Content
• Introduction of (TQM) ------------------------------ Slide 4
• Evolution of Quality --------------------------------- Slide 5
• Definition of Quality --------------------------------- Slide 6
• Approach to define Quality of any product ------- Slide 7
• Need for Quality assurance of product ------------ Slide 8
• Defining the Dimension of Quality ---------------- Slide 9
• Service quality ---------------------------------------- Slide 10
• Dimension in Service Quality ---------------------- Slide 11
• Dimension of Quality in Goods -------------------- Slide 12-13
• Quality Planning -------------------------------------- Slide 14
• Cost of Quality ---------------------------------------- Slide 15
• Types of Quality Cost -------------------------------- Slide 16
• Technique for Quality Cost -------------------------- Slide 17
• Conclusion --------------------------------------------- Slide 18
• Reference ----------------------------------------------- Slide 19

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 Introduction of (TQM)
• A management approach to long–term success through customer satisfaction.

• Based on the principle that every staff member must be committed to maintaining high standards of work in
every aspect of a company's operations.

• In a TQM effort, all members of an organization participate in improving processes, products, services, and the
culture in which they work.

• They achieve this using various quality tools.

What is TQM?

TQM is the integration of all functions and processes within an organization in

order to achieve continuous improvement of the quality of goods and services.
The goal is customer satisfaction.

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 Evolution of Quality

 F.Taylor 1900s : The scientific approach to management resulting in rationalization of work and its break down leads to greater need for
standardization, inspection and supervision
 Shewart 1930s : Statistical beginnings and study of quality control. In parallel, studies by RA Fisher on experimental design; the beginning
of control charts at western Electric in USA
 Late 1930s : Quality standards and approaches are introduced in France and Japan.Beginning of SQC, reliability and maintenance
engineering
 1942 : Seminal work by Deming at the ministry of war in USA on quality control and sampling Working group setup by Juran and Dodge
on SQC in US army Concepts of acceptance sampling devised
 1944 : Daodge and Deming carried out seminal research on acceptance sampling
 1945 : Founding of the Japan standard association
 1946 : Founding of the ASQC
 1950 : Visit of Deming in Japan at the invitation of K Ishikawa

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 Definition of Quality
• The concept and vocabulary of quality are elusive. Different people interpret quality differently. Few can define quality
in measurable terms that can be proved operationalized. When asked what differentiates their product or service;
The banker will answer” service”

The healthcare worker will answer “quality health care”

The hotel employee will answer “customer satisfaction”

The manufacturer will simply answer “quality product”

Some definitions that are accepted in various organizations:

– “Quality is customer satisfaction,”

– “Quality is Fitness for Use

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 Approach to define the Quality of any product
Harvard professor David Garvin, in his book Managing Quality summarized five principal approaches to
define quality.

• Transcendent

• Product based

• User based

• Manufacturing based

• Value based

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 Need for quality assurance of a product
Reasons for quality becoming a cardinal priority for most organizations:

• Competition – Today’s market demand high quality products at low cost. Having `high quality’ reputation is not
enough! Internal cost of maintaining the reputation should be less.

• Changing customer – The new customer is not only commanding priority based on volume but is more demanding
about the “quality system.”

• Changing product mix – The shift from low volume, high price to high volume, low price have resulted in a need to

reduce the internal cost of poor quality

• Product complexity – As systems have become more complex, the reliability requirements for suppliers of components
have become more stringent.

• Higher levels of customer satisfaction – Higher customers expectations are getting spawned by increasing competition.

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 Defining the Dimensions of Quality

• Quality in Goods • Quality in Services

– Performance – Reliability
– Features – Tangibles
– Reliability – Responsiveness
– Durability – Assurance
– Conformance – Empathy
– Serviceability
– Aesthetics
– Perceived quality

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 Service Quality
Definition of Service Quality –
• The term ‘Service Quality’ has been defined in different ways. Given below are some of the definitions : Service quality
as perceived by customers, can be defined as ‘the extent of discrepancy between customers’ expectations or desires and
their perception’ (Zeithaml, Parasuraman and Berry, 1990)
• Quality is whatever customers say it is, and the quality of particular product or service is whatever the customer
perceives
• Service quality is the delivery of excellent or superior service relative to customer expectations (Zeitharnl and Bitner,
1996)

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 Dimension of Service Quality

1. Time: how much time a customer must wait / undergo service.

2. Timeliness: whether service will be performed when promised.

3. Completeness: whether all items in the order are included

4. Consistency: consistent service every time, and for every customer. Reliability of service.

5. Accessibility/Convenience: ease of obtaining the service.

6. Accuracy: absence of mistakes.

7. Responsiveness: quick response, resolution of unexpected problems.

8. Courtesy: cheerful, friendly service.

9. Competency/Expertise: In professions like doctors, lawyers, mechanics, etc.

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 Dimension of Quality in Goods
1. Conformance: It is one of the dimensions of Quality. It means Meeting the specifications of the customer or Industry
standards, workmanship. When new designs or models are developed, dimensions are set for parts and purity standards for
materials. These specifications are normally expressed as a target or “center”; deviance from the center is permitted within a
specified range.

2. Performance: It refers to Primary product functions or characteristics, subjective preferences for eg. clarity of voice
received in mobile phone. In service businesses—say, fast food and airlines—performance often means prompt service.

3. Features: Features are those characteristics of product or services that supplement the basic function of the product.
Example includes free drinks on a plane.

4. Durability: Lifetime of the products, which include repairs. Durability can be defined as the amount of use one gets from a
product before it deteriorates. After so many hours of use, the filament of a light bulb burns up and the bulb must be replaced.

5. Reliability: The probability of a product performing its intended duty under stated conditions without failure for a given
period of time. This dimension reflects the probability of a product malfunctioning or failing within a specified time period.
Example could be reliability of war equipment.

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 Dimension of Quality in Goods
6. Serviceability: speed, courtesy, competence and ease of repair for a product. In those cases where problems are not
immediately resolved and complaints are filed, a company’s complaint-handling procedures are also likely to affect
customers’ ultimate evaluation of product and service quality.

7. Reputation: Customer’s perception about the product which can be understood from a market research survey.

8. Aesthetics: The external finish given to a product to attract the customer. For eg. For food, it could be tastes natural, good
aroma, and looks appetizing.

9. Response: Human to Human interface, such as the courtesy of the dealer. These dimensions were proposed to define
strategic quality analysis by breaking down the word quality into manageable parts

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 Quality Planning
In Juran philosophy quality triology was mentioned that there are- Quality planning, Quality control and Quality
improvement

Quality planning: Process of preparing to meet quality goals. Involves understanding customer needs and developing
product features.

Quality Planning Roadmap.

1. Identify your customers,

2. Find out their needs,

3. Translate them into technical requirements,

4. Develop the product,

5. Develop and validate the process,

6. Translate the resulting plan to the operating personnel.

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 Cost of Quality
Framework for identifying quality components that are related to producing both high quality products and low quality
components, with the goal of minimizing the total cost of quality.

Three Views of quality Costs

• Higher quality means higher cost

• The cost of improving quality is less than the resulting savings.

• Quality costs are those incurred in excess of those that would have been incurred if the product were built or the
service performed exactly right the first time.

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 Types of Quality Cost

The cost of quality is generally classified into four categories

1. Cost of Prevention- Costs associated with preventing defects.

(Example- Training, early reviews, quality planning, tools, process improvement initiatives.)
2. Cost of Appraisal- Costs associated with analyzing and testing the product to ensure it conforms to specifications.
(Example - Inspections, testing, audits, quality control.)
3. Cost of Internal Failure- Costs associated with fixing defects found prior to release.

(Example- Repair, retesting, updating documentation.)

4. Cost of External Failure- Costs associated with fixing defects found after release.

(Example- Technical support, defect reporting and tracking, field updates, loss of future sales.)

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 Techniques for Quality Cost

The equation “Cost of Quality“ (COQ) allows to quantify the impact of POOR quality. It is used as a monitoring tool to
track costs for inspection, internal errors, external errors, and prevention. As the prevention efforts are increased, the costs
for inspection, internal failures and external faliures drop

E: External Failure Costs

I: Internal Failure Costs
COQ = Σ 𝐸 + 𝐼 + 𝐴 + 𝑃
A: Appraisal Costs
S
P: Prevention Costs
S: Sales

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 Conclusion
• Total Quality Management is practiced by many business organizations around the world. It is a proven method for
implementing a quality conscious culture across all the vertical and horizontal layers of the company.
• Although there are many benefits, one should take the cost into the account when implementing TQM.
• For small-scale companies, the cost could be higher than the short and mid term benefits.

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References

 https://www.brainkart.com/article/Evolution-of-quality_5234/
 https://siiet.ac.in/wp-content/uploads/2024/03/TOTAL-QUALITY-MANAGEMENT.pdf
 A Mitra, Fundamental of Quality Control and Improvement, Wiley Student Edition 2008
 S Ramasamy, Total Quality Management, McGraw Hill Publishing co., New Delhi, 2011.

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