Quality Definitions The totality of features and characteristics

Quality Definitions: The totality of features and characteristics of a product or service that bear upon its ability to satisfy a given need. When the experience of the customer matches their expectation. When the product or service conforms to its specification.

Total Quality Management TQM is an effective system for integrating the quality development, quality maintenance, and quality improvement efforts of the various groups in an organisation so as to enable production and service at the most economical levels which allow for customer satisfaction.

The Characteristics of TQM Meeting the needs and expectations of customers All parts of the organisation and supply chain are included Culture of empowerment There is 'no blame' Right first time and Zero Defects Quality assurance increased, quality control decreased. Quality systems with clear specifications, rules and procedures Continuous improvement - Kaizen

Continuous Improvement - Kaizen Definition: Gradual and orderly, continuous improvement Philosophy: discard conventional fixed ideas 'how it can be done' rather than 'why it can't be done‘ question current practice seek improvements initially, not perfection correct mistakes immediately don't spend money on quality, use your wisdom. Wisdom is brought out when faced with hardship ask 'why' often and seek the root causes of problems ten heads are better than one Kaizen ideas are infinite

Quality Traditional approach v TQM approach Prevention Checking Prevention Fire fighting Checking Fire fighting

Consider the adoption of TQM within your organisation and supply chain. Which aspects would be easily implemented, which would be more difficult?

The Quality Guru’s Deming PDCA cycle – plan, do, check, act 14 points for quality Juran Quality trilogy Feigenbaum Staff participation Ishikawa Quality circles Taguchi Design quality Crosby Zero defects & right first time Cost difference between QA & QC Peters 12 Traits of a Quality Revolution

Other Quality Issues ISO 9000 series MHRA / EMEA Specifications

Performance and conformance specifications Conformance Clear & specific Restrict supplier innovation Buyer must be expert Performance Clear indication of purpose & performance Facilitate supplier innovation

For each situation decide which specification would be most appropriate.